Nancy Dominguez of the Florida Association of Public Insurance Adjusters provided a little public records Christmas gift. The Citizens Managed Network Vendor Program Best Claims Practice & Estimating Guidelines are attached as exhibit B to the Contractor Managed Repair Program contract between Citizens Property Insurance and Crawford & Company.

Policyholder customers of Citizens should be provided this document, so they know what kind of service is expected and promised by Citizens. At one time in Citizens’ history, its managers and executives made their claims manuals available on the internet for all to see. Now, these guidelines are hidden by Citizens executives. Why are they hidden? If Citizens executives truly practice their written core values of integrity and striving “to do the right thing” in “every situation,” it is hard to imagine why they strive to keep these standards secret. Perhaps they will reconsider and have a change of heart about secrecy of how they treat their policyholders when they present claims.

The production is also full of illegal and wrongful redactions from Florida public records disclosure. The most egregious redaction is on page 53 of 67 where they literally redacted the “industry standard” for Emergency Water Mitigation Services. How can an industry standard be a “trade secret” or “proprietary information?”

The Best Claims Practices section starts on page 45.

Happy Holidays!

Thought For The Day

The supreme quality for leadership is unquestionably integrity. Without it, no real success is possible, no matter whether it is on a section gang, a football field, in an army, or in an office.
—Dwight Eisenhower