1. Online Electronic Payment Option
Frequently Asked Questions for Policyholders
1. Does Citizens accept online payments?
2. What online payment options are available?
3. Where can I make online payments?
4. What payment information do I need to submit an online payment?
5. Are there fees for making online payments?
6. How long will it take for an online payment to process and be applied to my policy?
7. May I change my payment plan from an annual payment to a semiannual or
quarterly payment?
8. Can I pay more than the amount shown on the billing invoice?
9. What do the other icons represent?
10. Can future online payments be scheduled in advance?
11. Can online payments be taken over the phone?
12. Will I receive an automatic email reminder for my next payment due date?
13. If my policy is cancelled for non-payment, can I have the policy reinstated by
paying online?
14. Will I receive online payment confirmation?
15. What vendor name will appear for the transaction on my bank statement?
16. Can online payment be made from a foreign account?
17. Is online payment available for my mortgage or premium finance company?
18. May I still mail my payments to Citizens?
19. What happens if there are insufficient funds (NSF) in my bank account?
20. Can I cancel an online payment I have made?
21. I am able to enter payment information up to a certain point but cannot scroll down
to the Continue Pay Online button to finish the process.
22. I am unable to view any information.
23. I selected the Continue Pay Online button but nothing happened.
1. Does Citizens accept online payments?
Yes. Citizens accepts online payments if all of the following conditions are met:
The policy number must begin with FRJ.
The policy must be billed to the policyholder, not to a mortgagee or premium
finance company.
The policy cannot have been cancelled for 15 days or more.
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2. 2. What online payment options are available?
Payments can be accepted only from U.S. checking or savings accounts. Debit
card, credit card and electronic check conversions (ECC) payments are not
available. Payments can be made from anywhere in the world, but only through
U.S. bank accounts.
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3. Where can I make online payments?
You can make a payment at www.citizensfla.com under Manage myPolicy. To
make a payment, you must be a registered user of Manage myPolicy.
How to register:
1. You will need your policy number, email address and a telephone number
(home, cell or work) that is on file with Citizens.
2. Go to www.citizensfla.com. Click Manage myPolicy.
3. Under Not Registered Yet? select Get Started.
Once you’ve completed the registration process, you will be able to pay
outstanding invoices online.
Note: Citizens must have your current email address and phone number on file in
order for you to register with Manage myPolicy. If an email address or telephone
number is entered that does not match Citizens’ records, you will be prompted to
contact your agent to update this information.
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4. What payment information do I need to submit an online payment?
You will need your U.S. bank account and routing numbers. Do not include the
check number as part of the account or routing number.
Below is an example of where to find this information on most checks:
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3. 5. Are there fees for making online payments?
No.
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6. How long will it take for an online payment to process and be applied to my
policy?
Payments submitted prior to 2:00 p.m. ET, Monday-Friday, will post to your policy
the same day.
Payments submitted after 2:00 p.m. ET and on weekends and holidays will post to
your policy on the next business day.
In most cases, it will take 24 to 48 hours for the transaction to appear in your bank
account records.
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7. May I change my payment plan from an annual payment to a semiannual or
quarterly payment?
You may change your payment plan when paying your renewal invoice. When
making the electronic payment, select Pay Online Now, then select Continue Pay
Online. You will be taken to a screen where you either can make your payment in
full or can select an alternative payment plan. To change your payment option,
select either a semiannual or quarterly payment plan, then continue with your
payment.
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8. Can I pay more than the amount shown on the billing invoice?
You may choose to pay any or all of the eligible invoices; however, the amount
paid must match the invoice amount.
Invoices that are available to be paid will have the following icon:
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9. What do the other icons represent?
This item is not available to be paid online.
An online payment has been entered and is processing.
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4. 10. Can future online payments be scheduled in advance?
No. Online payments can be made only when they become due and cannot be
scheduled in advance.
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11. Can online payments be taken over the phone?
No. Online payments can only be made by the policyholder through Manage
myPolicy. Agents may make online payments on eligible policies if they obtain a
new signed and completed payment authorization form each time an online
payment is made, which must be sent electronically to Citizens prior to making the
payment. As a result, the account holder must be in the agent’s office to use this
option.
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12. Will I receive an automatic email reminder for my next payment due date?
No. You will receive only policy billing invoices by mail.
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13. If my policy is cancelled for non-payment, can I have the policy reinstated by
paying online?
You can make an online payment up to 15 days from the date of cancellation. In
order for the policy to be reinstated, the online payment must be made prior to
2:00 p.m. ET on a regular business day.
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14. Will I receive online payment confirmation?
Yes. A confirmation number will be provided at the time of payment. Email
confirmation is an optional feature.
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15. What vendor name will appear for the transaction on my bank statement?
CITIZENS INFO: 888.685.1555
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16. Can online payment be made from a foreign account?
No. Payments may be made only from a U.S. checking or savings account.
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17. Is online payment available for my mortgage or premium finance company?
No. Institutions must mail policy payment checks to Citizens.
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18. May I still mail my payments to Citizens?
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5. Yes. Online payment is an optional service.
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19. What happens if there are insufficient funds (NSF) in my bank account?
If your financial institution rejects an online payment received on any policy invoice
billing as a result of insufficient funds in your account, an Intent to Cancel notice
will be sent to you once the payment has been entered in our system. If Citizens
does not receive payment by the due date, the policy will be cancelled for non-
payment.
If your agent made an online payment with your new-business application and
there are no other funds applied to the policy at the time the NSF payment reaches
our system, the binder will be rescinded, and the policy will be cancelled
immediately.
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20. Can I cancel an online payment I have made?
Once you submit an online payment, the transaction cannot be cancelled.
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21. I am able to enter payment information up to a certain point but cannot scroll
down to the Continue Pay Online button to finish the process.
Ensure that your screen is maximized. If the screen is maximized, use the scroll
bar to finalize the transaction. If you are still unable to view the Continue Pay
Online button, verify that you are using Internet Explorer 7.0 or higher. Other
browsers may experience lowered performance and loss of functionality.
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22. I am unable to view any information.
Verify that you are using Internet Explorer as your web browser.
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23. I selected the Continue Pay Online button, but nothing happened.
Your Internet browser may need to be refreshed or your cache cleared. You may
need to contact your Internet service provider for technical support.
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