Agents now can update a phone number and/or email address for a policy's first and any additional named insured when entering a first notice of loss (FNOL). The information automatically will update on the account and policy for which the FNOL is submitted. As a result:

• Once the update is made during the FNOL process, it will be used as the primary contact information going forward.
• Citizens adjusters and staff will use the updated information.
• An activity will go to the agent of record to confirm that contact information was updated on the policy.
• If necessary, update contact information for the customer's additional policies by submitting a policy change.

Updating a Named Insured's Phone and/or Email

When a policy's first or additional named insured reports a loss, initiate a new FNOL:

1. Select the first or additional named insured's name on the Reported By Name drop-down list.
2. Select Self on the Relationship to Insured drop-down list.
3. The New FNOL screen displays a message and a link to update their phone and/or email. Select the Contact link:

Figure 1: Contact link on the New FNOL screen

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   Complete the fields as necessary on the Contact Detail screen and designate a primary phone number (for persons). After submission, the New FNOL screen displays the updated information.

Resources

For additional processing details, log in to the Agents site:

Access the Training section's Personal and Commercial pages for the updated Submitting a First Notice of Loss job aid.
From the website's top menu, select Search → Search Frequently Asked Questions (FAQs). Enter FNOL into the search field.