Citizens’ systems will soon be undergoing extended maintenance in May. The systems outlined below are impacted:

• PolicyCenter® will be unavailable from 6 p.m. ET Thursday, May 15, through Sunday, May 18, 2025.
• myPolicy will be unavailable from 4 p.m. ET Thursday, May 15, through Sunday, May 18, 2025.
• myAgency will have limited functionality from Monday, May 12 through May 18, 2025.

This scheduled maintenance is intended to improve system functionality, as well as provide visual updates to the user experience. The core functionality will remain the same. Additional details will be provided in subsequent communications. We appreciate your patience during this time.

All systems will be operational again on Monday, May 19, 2025.

Citizens is asking all agents and agency staff to complete any pending new business submissions, quote submissions, policy changes, cancellations, and other transaction requests before 6 p.m. ET Thursday, May 15, 2025.

Notes:

• If bound coverage is required for a real estate closing during the extended maintenance, Citizens must receive the submission prior to Friday, May 16.
• If risk characteristics require an unbound submission, it could take us up to five business days to review it. Rush reviews will be considered for impending closings if needed.

During the system maintenance:

• Agents will not be able to log into PolicyCenter to perform any task
• Policyholders will not be able to:
  • Log into myPolicy
  • Make depopulation choice selections
  • Use Pay by Phone to make payments

The Customer Care Center will be available to agents and policyholders on Friday, May 16, 2025, for general questions only. Representatives will not be able to process requests over the phone or access policies to answer policy-specific questions.

Claims Reporting

During the outage, agents and policyholders can contact Citizens at 866.411.2742 for claims reporting. No other claims information will be available.

Resources

Citizens encourages you to stay informed about the upcoming system outage over the next few weeks by logging in to our Agents site for outage information. To stay up-to-date and ensure a smooth transition during and after the outage, you can also review the latest AgentAdvisor.

Additional communication regarding the outage, as well as training material, will be sent in the upcoming weeks.

Log in to the Agents site to access these resources to assist with completing pending and post-outage transactions:

• Select Training > Commercial Job Aids:
  • New Business Submission Guide
  • Uploading and Linking Documents
  • Policy Changes
  • Cancelling a Policy
     
• Select Training > Personal Job Aids:
  • New Business Submission Guide
  • Creating a Quick Quote
  • Uploading and Linking Documents
  • Policy Changes
  • Cancelling a Policy