Please see below for two very important bulletins from Citizens Property Insurance Corporation. Printable versions are available at the end of each bulletin.
Bulletin #1
Personal Lines: Agent Performance Standards Program Changes Coming Soon
October 16, 2025
To further the consistent enforcement of submission quality and timeliness standards, Citizens will soon be changing the current new-business production thresholds for disciplinary action and their application in our Agent Performance Standards Program.
These changes will allow Citizens to more consistently enforce underwriting quality and submission standards by imposing disciplinary action based on the total volume of violations, regardless of new-business volume.
New Disciplinary Process
Effective January 1, 2026, Citizens will implement a structured and progressive disciplinary framework that is divided into two categories based on the type and frequency of violations.
Eligibility and Insurability Enforcement Program PV01 and PV02 Violations Combined
Performance violations subject to this disciplinary process will be assigned when:
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Performance Violation 1 (PV01) – Ineligible Risk: failure to upload information demonstrating a new-business risk submitted outside of the Clearinghouse Program meets Citizens’ statutory eligibility requirements; submitting a risk that exceeds loss frequency guidelines; or failing to submit acceptable proof of required flood coverage documentation.
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Performance Violation 2 (PV02) – Uninsurable Risk: submitting a risk that is uninsurable per the applicable underwriting manual and/or as evidenced by inspections submitted with the new-business application
The disciplinary actions will be cumulative and escalate based on the number of violations. Prior to receiving a warning notice, violations will drop off on a rolling 12-month basis. After the warning notice is received, violations remain static and do not drop off for further disciplinary action.
Premium Credit, Signatures, and Timeliness Improvement Program PV03, PV04, and LSV Violations Combined (Quarterly Review)
Violations for these infractions will be assigned:
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Performance Violation 3 (PV03) – Premium Submitted on an Unbound
Risk or Failure to Provide Premium Finance Company Contract: when premium is posted on an unbound risk prior to underwriting review and approval, regardless of the final determination of eligibility or insurability. Or there was a failure to upload a premium finance company contract when a policy is financed through a premium finance company -
Performance Violation 4 (PV04) – Incorrect Application of Credits,
Discounts or Surcharges; or Missing Signatures: when a document is submitted without all required signature(s), without the required initials of all appropriate parties, or there was a failure to provide proof documenting feature(s) for which a credit or discount has been applied -
Late Submission Violations (LSV) – If all required documents are not uploaded and the SUBMIT button is not selected by the fifth business day from the effective date
Citizens will formally engage agents who are well above the statewide volume of violations and provide them with 90 days to materially improve their results, or their agent appointment will be terminated. Citizens’ Agency Management team will be reaching out to you directly if you fall into the Premium Credit, Signatures, and Timeliness Improvement Program.
The structure is as follows:
Note: Citizens will define and communicate the level of improvement required to avoid termination. Clear expectations will be set for each agent placed in the program.
Implementation Timeline
Beginning October 2025, Citizens’ Agency Management team will be engaging agents who are significantly out of pattern in these areas to provide support to ensure they are trained on the updated requirements.
Citizens reserves the right to take immediate action against any agents who show a significant deterioration in their results.
Effective January 1, 2026, the formal disciplinary process is scheduled to begin:
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PV01 and PV02 counts will be reset for all agents. All agents who accumulate four PV01’s and/or PV02’s in the Eligibility and Insurability Enforcement Program will receive a warning notice and will be subject to suspension or termination should they accumulate additional violations.
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PV03, PV04, and LSV – Citizens will review fourth quarter 2025 results to determine which agents qualify for the Premium Credit, Signatures, and Timeliness Improvement Program. Citizens will formally engage those agents and establish 90-day performance improvement goals. Agents that fail to achieve those goals will be terminated.
Resources
Log in to the Agents site, and select
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Training > Performance Standards
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The Performance page
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Training > Personal Lines Job Aids > Agent Performance Standards Program Guide
Citizens will offer webinars, and the Agency Management team will also provide direct support to agents identified for performance improvement.
Bulletin #2
Mandatory Training: Citizens Renewals in Clearinghouse Powered by EZLynx
October 16, 2025
As announced in the September 4, 2025, Personal Lines Bulletin, renewals will soon be processed through the Clearinghouse Powered by EZLynx®.
To help agents and their staff understand how renewals will flow through the Clearinghouse and what their role will be in the process, Citizens is launching a mandatory course via the Citizens Learning Center (CLC) titled Successfully Managing Your Citizens Renewals in the Clearinghouse. This course will provide agents and licensed customer representatives (LCR) with the knowledge to manage renewals that are processed through the Clearinghouse.
Mandatory Online Module
Agents will be required to take a mandatory online module via Citizens Learning Center (CLC) for the renewal Clearinghouse process.
Upon completion of this course, agents and their staff will be able to:
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Understand what the Clearinghouse is and discuss the role it plays in the
renewal process for Citizens
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Understand the renewal timeline
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Understand the eligibility criteria within the Clearinghouse at renewal and
the possible statuses an insured’s policy could fall into
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The agent’s responsibility at the time of renewal
All agents, agency principals, and LCRs will receive an email from LMS@citizensfla.com with the subject line Successfully Managing Your Citizens Renewals in the Clearinghouse and will have until January 9, 2026, to complete the training.
Note: For appointed agents, failure to complete this course will result in termination of your Citizens appointment.
You also can access Citizens Learning Center (CLC) on the Agents site:
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Selecting Citizens Learning Center from the Systems menu at the top of the webpage.
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Enter the session name, Citizens Renewals, in the search box at the top of the CLC homepage, and press Enter.
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The search results will display all available training related to your search criteria. Select Successfully Managing Your Citizens Renewals in the Clearinghouse module to take this course.
The module does not:
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Provide continuing education credits for maintaining a Florida insurance license
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Satisfy initial appointment requirements for Citizens. For more appointment information, see How to Join Citizens in our website's About Us section under Business to Business > Agencies.
Resources
Log in to the Agents site and:
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Select Training > Webinar Recordings > Clearinghouse to view previously recorded webinars.
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Select Programs > Clearinghouse on the top menu. Look on the righthand side under the Learn More section, and access the following resources:
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