Do you have a complaint against your insurer? Has it treated you unfairly? Did you file a claim, but were unsatisfied with the result? In these situations, you can file a complaint against the company with your state department of insurance (DOI). Your DOI protects policyholders by sharing information about insurance and by making sure insurance companies follow the rules and treat consumers fairly. 

What is an insurance complaint? 

• An insurance complaint is a formal statement by someone explaining their dissatisfaction with how an insurance company or agent handled a situation.
• Complaints can be made in writing or verbally, depending on your state’s process. 

When should I file a complaint? 

• If you have a problem with your insurer, you should try to resolve it with them first. 
• If you tried to resolve the issue with your insurer and are still not satisfied, you can contact the [insert department name and contact information] for help. 
• Your state DOI can investigate complaints for free involving issues such as: 
• Unfair claim delays or denials. 
• Failure to honor your policy.
• Violations of state insurance laws.
• Lack of timely communication.
• Cancellation or nonrenewal that you believe is unjustified.

How do I file an insurance complaint? 

• Start by contacting the [department name] to submit a formal complaint. The process varies by state, but most departments allow you to file online, by mail, or by phone.

To file a complaint, you’ll typically need to:

• Gather your policy number, documentation, bills, and records. 
  • Create a record of all communication with your insurer, including emails, letters, phone calls, dates, and times. 
  • Complete a complaint form with information such as your name, address, type of insurance, and the reason for the complaint.  
  • Write a detailed account of what happened. (Stick to the facts and timelines. Don’t include personal commentary.)
  • Use language from your policy when possible. 
  • State the desired outcome you’re seeking. 

What happens after I file an insurance complaint? 

Once a DOI receives a complaint and determines it’s within its authority to investigate: 

• Insurance regulators at the DOI will forward your complaint to the insurance company. 
• The insurer must respond with its explanation. 
• The DOI will determine if the insurer was fair based on your policy. 
• If the DOI finds that your insurer acted improperly, it can require the company to correct the problem and comply with state laws and rules.
• An insurer cannot discriminate against you in the future for filing a complaint.