Primary Support – Channel Partner Support (CPS)
Channel Partner Support is the first point of contact for most agent-related issues.
Contact CPS for:
• Application status questions
• Appointment or licensing issues
• Portal access problems
• Payment or draft issues
• Application corrections within allowed timeframes
Contact Information for CICA CPS:
Email: CPS@citizensinc.com
Phone: 737-289-4670
Chat Bot: Request to speak to agent in order to be transferred to a Channel Partner Support Specialist. Currently, the chat bot is able to assist with general knowledge questions. If needing specific policy details, payment information, bank draft or status of a policy, pending application or policy, chargeback inquiry, request to speak to a live agent to assist.
Policyholder Services (PHS) – Policy Changes & Payments
Policyholder Services assists with post-issue policy servicing.
Contact PHS for:
• Address or name changes after issue
• Beneficiary or owner changes
• Draft date or billing information updates
• Reinstatements
• Reduction of coverage requests
Contact Information:
Email: PHS.USA@citizensinc.com
Phone: (877) 282-7127
New Business Department – Issuance Support
New Business handles underwriting and issuance-related matters.
Contact New Business for:
• Missing underwriting requirements
• Application clarification requests
• Issuance delays after underwriting review
Contact Information:
Email: nb@citizensinc.com
Phone: 737-289-4670
Claims Department – Death & Benefit Claims
Claims should be directed to the Claims Department.
Contact Claims for:
• Filing a death claim
• Claim status inquiries
• Documentation requirements
Contact Information:
Email: Claims@citizensinc.com
Phone (English): 737-530-0337 or ext. 10151
Phone (Spanish): 737-530-0339 or ext. 10153
Marketing & Compliance Review Escalation
All marketing materials must be approved before use.
Escalate to Marketing/Compliance for:
• White-labeled marketing pieces
• Social media or email campaigns
• Advertising compliance review
Contact Information:
Email: mediacompliancereview@citizensinc.com
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