Citizens’ Inspector General: Keeping Communications - and Eyes - Open

By Mark Kagy, Inspector General at Citizens Property Insurance Corporation

You may remember from my last LinkedIn article that the core Office of Inspector General (OIG) role at Citizens Property Insurance is investigating allegations of workplace fraud, waste, mismanagement, employee misconduct, and violations of corporate policies.

While maintaining ethical conduct at state-backed Citizens through investigations is a key component, we also offer assistance and feedback in the form of consultations, opinions, and reviews to support that role while keeping lines of communication open.

Our goal on behalf of Florida taxpayers is to foster an open environment with Citizens employees that encourages them to contact us for help, whether for an informal discussion or an official complaint.  

The Role of Consultant

Not sure what’s the best way to handle a workplace issue or whether your concern should be reported? Maybe a particular conduct or action is in a “gray area,” or a situation gives employees an uneasy feeling that may escalate or violate a corporate policy. We ask that they contact an OIG team member directly to seek guidance and determine the best course of action. 

Consultation services are provided to any Citizens individual or business unit upon request. This is an OIG engagement where leading practices, appropriate responses, or necessary actions to ongoing issues, such as sexual harassment or isolated incidents, such as whether a particular situation indicates fraud, are discussed and analyzed. Care is taken to ensure that any OIG input is provided in a discretionary, advisory manner so as not to impair OIG independence. 

An Issuer of Opinions

Opinions are proactive determinations regarding inquiries by Citizens' staff or business partners. They promote assurance that the OIG has received and documented inquiries or concerns and that appropriate guidance has been given to facilitate compliance.

The most common form of opinion concerns ethics, which is an important concern for Citizens' employees. The company was created by the Florida Legislature, whose members answer to the taxpayers of the state.

Have a question about secondary employment or whether a vendor employee can buy a Citizens employee dinner? What do you do if a subordinate would like to rent a room in your home? 

These situations are examples of times when it is better for employees to seek permission rather than simply ask forgiveness later. 

Rendering ethics opinions is coordinated and confirmed with Citizens’ General Counsel and the Ethics and Compliance Officer. 

Process and Compliance Reviews

Sometimes, employees may be contacted by the OIG to participate in a proactive review. Process reviews analyze a particular Citizens business unit’s process to determine if it is effective and efficient, or in need of improvement.

A compliance review is conducted to determine if a business unit, function, action, or process is compliant with applicable laws, rules, and regulations.

This is the OIG’s way of using a “trust but verify” process to ensure Citizens is following the over 500 laws, rules, and regulations placed upon the company. 

Why We Do What We Do

Anyone can contact the OIG. Email us at ask.inspectorgeneral@citizensfla.com.

Again, the aim of expanding our work beyond investigations to consultations, opinions and reviews is to help us do a better job as an independent auditor of the operations of Florida’s insurer of last resort.

Ultimately, a well-run, efficient, and cost-conscious Citizens benefits the state's property owners by demonstrating sound financial responsibility and meeting the needs of our policyholders.