Citizens Property Insurance Corporation is Florida's state-created insurer of last resort, covering more than 1.2 million policies for homeowners who cannot find coverage in the private market. If you have a Citizens policy and your roof has been damaged, the claims process has specific steps and requirements that differ from private carriers. This guide walks you through the process from damage discovery to final settlement.
Step 1: Document the Damage Immediately
As soon as you discover roof damage, document everything before making any temporary repairs. Take photographs and video of all visible damage from the ground — missing shingles, displaced tiles, dents in metal, debris on the roof, water stains on ceilings, and any damage to soffits, fascia, or gutters. Photograph the broader context as well, including your full property, neighboring trees, and any storm debris. Date-stamped photographs establish a timeline that Citizens will reference when evaluating your claim.
If water is actively entering your home, make reasonable temporary repairs to prevent further damage — tarping a hole, placing buckets under leaks, or moving belongings away from water intrusion. Document these temporary repairs with photos and save all receipts. Citizens reimburses reasonable emergency mitigation costs as part of your claim.
Step 2: File Your Claim with Citizens
Contact Citizens to file your claim as soon as possible after the damage occurs. You can file online through the Citizens website at citizensfla.com, by calling their claims line at 866-411-2742, or through your insurance agent. Have your policy number, date of damage, and a general description of the damage ready.
Florida law requires you to report property damage to your insurer promptly. While there is no specific hour limit, filing within 72 hours demonstrates good faith and protects your claim. Citizens will assign a claim number and schedule a field adjuster to inspect your property, typically within 30 to 45 days during normal periods and longer after major storms.
Step 3: Get a Professional Roof Inspection
Before the Citizens adjuster arrives, hire a licensed Florida roofing contractor to perform an independent inspection of your roof. Your contractor will identify all damage — including items that homeowners commonly miss like lifted nail heads, compromised underlayment, damaged flashing, and cracked pipe boots. The contractor prepares a detailed inspection report with photographs, measurements, and a scope of work estimate.
This independent report is critical. Citizens adjusters are thorough but they evaluate hundreds of claims. Your contractor's report ensures that no damage is overlooked and provides professional documentation that supports a complete claim.
Step 4: Meet the Citizens Adjuster
When the Citizens adjuster visits your property, be present and have your roofing contractor there as well. Your contractor can walk the roof with the adjuster, pointing out all identified damage and discussing repair requirements using Xactimate line items that adjusters understand. This collaborative approach produces a more accurate and complete initial estimate.
During the inspection, the adjuster will assess whether the damage exceeds your deductible. Citizens policies have separate deductibles for hurricane and non-hurricane damage. Hurricane deductibles are typically 2 percent of your dwelling coverage amount. For a $300,000 home, that is a $6,000 deductible — meaning damage must exceed $6,000 before Citizens pays. Understanding your deductible structure before the inspection helps set realistic expectations.
Step 5: Review the Estimate and File Supplements
After the adjuster's inspection, Citizens will issue an estimate for the covered damage. Review this estimate carefully with your roofing contractor. If the estimate does not cover the full scope of necessary repairs — which is common — your contractor can file a supplemental claim. Supplements are a standard part of the insurance process and provide additional documentation, photographs, and line-item justification for work that was missed or undervalued in the initial estimate.
Citizens processes supplements within 30 to 60 days. Your contractor should communicate directly with the Citizens adjuster during the supplement process to resolve discrepancies and reach an agreed scope of work.
Step 6: Understand Your Payment Structure
Citizens pays roof claims based on your policy type. Replacement Cost Value policies pay the full cost of replacing the damaged roof with equivalent materials at current prices. Actual Cash Value policies pay replacement cost minus depreciation based on roof age. Most Citizens policies are RCV, but verify your policy type before accepting any settlement.
Citizens typically issues an initial payment covering the depreciation-reduced amount, then releases the recoverable depreciation once you provide proof that the work has been completed. This means you may need to fund a portion of the project upfront and recover the balance after completion.
Step 7: Complete the Replacement
Once your claim is approved and funded, select a licensed Florida roofing contractor, pull permits, and complete the replacement. Ensure your contractor provides a Certificate of Completion and passes the building department final inspection. Submit proof of completion to Citizens to recover any held-back depreciation funds.
The Bottom Line
Filing a roof claim with Citizens Insurance requires prompt documentation, professional inspection, active participation during the adjuster visit, and patience with the process timeline. Having a licensed contractor involved from the start ensures nothing is missed and supplements are filed correctly. At Goliath Roofing, we have extensive experience with Citizens claims and guide homeowners through every step, from initial documentation to final depreciation recovery.