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Task Force on Citizens Property Insurance Claims Handling and Resolution

Purpose and Intent

The Legislature recognizes that policyholders and applicants of Citizens Property Insurance Corporation should receive the highest possible level of service and treatment. This level should never be less than the private market. The Legislature further recognizes that Citizens Property Insurance Corporation's service standards should be no less than those applied to insurers in the voluntary market with respect to responsiveness, timeliness, customer courtesy, and overall dealings with policyholders and applicants. The purpose of the task force is to make recommendations to the legislative and executive branches of this state's government relating to the handling, service, and resolution of claims by Citizens Property Insurance Corporation that are sufficient to ensure that all Citizens' policyholders and applicants in this state are able to obtain appropriate handling, service, and resolution of claims, as further described in this section.

Specific Issues
The task force shall conduct such research and hearings as it deems necessary to achieve the purposes specified and shall develop information on relevant issues, including, but not limited to, the following:

(a) Improve customer service.
(b) Improve adjuster response time after a hurricane.
(c) Efficient use of available adjusting sources for claims.
(d) Improve the time it takes to conduct damage assessments.
(e) Dispose of and settle claims remaining from the 2004 and 2005 hurricane seasons
and can improve the time it takes to dispose of and settle claims remaining from the 2004 and 2005 hurricane seasons.
(f) Improve the time it takes to dispose of and settle claims.
(g) Hire an adequate level of permanent claims and adjusting staff in addition to outsourcing its claims-adjusting functions to independent adjusting firms.

Reports and Recommendations
By July 1, 2007, the task force shall provide a report containing recommendations regarding the process Citizens Property Insurance Corporation should use to dispose of the claims remaining open from the 2004 and 2005 hurricane seasons.

By July 1, 2008, the task force shall provide a report containing findings relating to the issues identified and recommendations consistent with the purposes of this section and also consistent with such findings. The report shall include recommendations regarding the process Citizens Property Insurance Corporation should use to dispose of claims. The task force shall submit the reports to the Governor, the Chief Financial Officer, the President of the Senate, and the Speaker of the House of Representatives. The task force may also submit such interim reports as it deems appropriate.

Additional Activities

The task force shall monitor the implementation of the provisions of Chapter 2006-12, Laws of Florida, relating to the creation of the Office of Internal Auditor in Citizens Property Insurance Corporation and shall make such additional recommendations as it deems appropriate for further legislative action during the 2006-2008 legislative biennium.

For staff support and assistance, please contact:
Vicki A. Twogood, CPM
Office of the Insurance Consumer Advocate, Dept of Financial Services
850-413-2970
Vicki.twogood@fldfs.com

Gloria M. Strickland
Office of the Insurance Consumer Advocate, Dept. of Financial Services
850-413-2862
Gloria.strickland@fldfs.com

TASK FORCE ON CITIZENS PROPERTY INSURANCE CLAIMS HANDLING AND RESOLUTION  - Staffed by FLORIDA DEPARTMENT OF FINANCIAL SERVICES