When hurricanes Debby, Helene, and Milton struck Florida just weeks apart earlier this year, Citizens didn't hesitate, fanning out across the state to assist policyholders ravaged by the back-to-back storms. 

Along with hundreds of independent adjusters brought on to survey Debby, Helene, and Milton claims, Citizens volunteers were there to assist – providing essential services and helping communities rebuild, one policyholder at a time. 

Citizens set up Catastrophe Response Centers (CRCs) in Pinellas, Pasco, and Taylor counties to process claims, answer questions, and write checks for temporary living expenses. Citizens also teamed up with the Department of Financial Services, which established helpful insurance villages in Hillsborough, Manatee, Pasco, Pinellas, and Polk counties.

During all three deployments, volunteers met face-to-face with policyholders, answered questions, listened to harrowing tales, and dried a few tears as storm victims recounted their ordeals and mapped out their next steps.

"It's very humbling," said Ashley Hayes, a Customer Service Representative on her first catastrophe deployment. “You feel blessed after talking to someone who has lost everything. Yes, it's very humbling."

During the deployments, Citizens representatives met with more than 3,500 policyholders, processed nearly 2,500 claims, and distributed more than $4.1 million in temporary assistance. The service provided to customers, however, went well beyond the numbers.

Matt Bingham, Senior Personal Lines Underwriter, spoke to a policyholder who evacuated his family from Helene flood waters by floating his children out the front window of his home in a kayak. Each policyholder brought their own unique experience. As much as anything, Bingham said he was there to listen as policyholders processed their traumatic events, many for the first time.

“This is the most fulfilling part of the job,” Bingham said. “You really know you have made an impact.” 

Throughout their deployment, volunteers said they were amazed at the resiliency of storm victims sitting across the table from them.  

"The people of this area have been awesome," noted Kathy Colson, Personal Lines Underwriting Manager, during her deployment in the Tampa area. “Some of these folks have lost everything, and I don't think I heard one complaint from any of them."

Policyholders with claims from Debby, Helene, and Milton can track their claims through myPolicy, Citizens Call Center (866.411.2742), or through their insurance agent listed on the policy.