Gilway says that is Citizens' “last objective.”

“We want to provide every opportunity for homeowners to get the credits they deserve,” he says, while acknowledging that there is disconnect between the so-called last-resort property insurer and policyholders.

Addressing that disconnect, Citizens has outlined several changes to the program, starting with better communication with and education of policyholders and agents.

Apparently one major issue with these inspections is access to an attic to assess roof attachments. Instead of credits being wiped away where there is no access to the attic, Citizens will now provide a follow-up inspection so arrangements can be made to get into the roof space. Also, the insurer will suspend the removal of credits for a year.

Finally, a dispute resolution process has been enhanced. Homeowners, who will be informed of their right to argue any inspection finding, are asked to call a toll-free number or contact their agent.

“The real key is the dispute process,” says Gilway. “Many don't understand they even have the right, let alone how. It was something we absolutely had to fix.”

Homeowners will receive a copy of the inspection results, instead of it being sent solely to the agent, Gilway adds.

The new CEO has said he wanted to increase communication with consumers and take a look at the insurer's operations.

Gilway updated the media about Citizens' ongoing full review of compensation and benefits, the efficiency of its multiple offices and its alignment with outside vendors.

He dismissed media reports that Citizens' travel expenses were exorbitant. The travel budget is about $3.4 million—a fraction of Citizens' overall $2 billion budget.

Plus, travel this year resulted in a “staggering” benefit to the insurer and Florida taxpayers. Trips to reinsurers in Bermuda and England led to a $50 million savings for the cash-strapped corporation's reinsurance plan, Gilway reports.

The state-backed insurer secured $750 million of hurricane reinsurance protection through a sale of catastrophe bonds, more than three times the original target.

“I was shocked they were able to accomplish that” given market conditions, Gilway says.