Florida’s Citizens Property Insurance Releases Results of Internal Complaint Review

Feb 27, 2013


A news release issued by Florida Citizens Property Insurance Corporation’s (“Citizens”) today, February 27, 2013, detailed that its top auditor said a comprehensive review of 474 cases investigated since 2008 found that all internal complaints have been addressed and corrective action taken in accordance with Citizens’ policies that were in place at the time.

The majority of the investigations were prompted by calls and emails submitted by employees to the company’s “Tell Citizens” hotline between 2008 and 2012.

“Where we found weaknesses, we are making necessary improvements to strengthen our complaints and disciplinary procedures,” said Joe Martins, Citizens’ chief of internal audit.

In October 2012, a revised complaint intake process was established that specifies Citizens’ Ethics and Compliance Officer will review complaints as they are received and refer them to the appropriate department and, when appropriate, to Citizens’ Office of the Internal Auditor. This will ensure that complaints are evaluated and investigated more efficiently and effectively.

The review was conducted following published concerns over Citizens’ handling of internal complaints prior to changes made last summer.

Citizens’ President and CEO Barry Gilway said the review is part of a comprehensive effort to identify areas where improvements can be made.

“This review is an important piece of Citizens’ ongoing efforts to strengthen internal policies to ensure that our employees are held to the highest standards of corporate integrity,” Mr. Gilway said.

Other steps taken to rectify these issues since last summer include a restructuring of Citizens internal audit capabilities to more closely mirror corporate best practices.  Citizens is also bolstering travel and procurement policies to better conform to State of Florida guidelines.

To view a spreadsheet with brief synopses of all complaints and responses, click here.

To read news coverage of the announcement from the Bradenton Herald in which State Representative Bryan Nelson is quoted, click here.



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