What to do if an insurance company won't respond?


Editorial team Published on

If an insurance company won't respond, you should immediately document all past communication attempts and escalate the issue in writing to a supervisor or your state's department of insurance.

Step-by-Step Action Plan

  • Document everything: Keep a detailed log of every phone call, email, and message you sent, including dates, times, and the name of the adjuster or representative.
  • Switch to written communication: Send a formal follow-up email or a letter via certified mail. Reference your claim number, summarize your previous attempts to connect, clearly state what information or decision you are waiting for, and set a specific response deadline (such as 10 business days).
  • Ask if information is missing: Confirm whether the delay is caused by a missing document, such as a proof-of-loss form, medical record, or repair estimate.
  • Escalate to a supervisor: If your assigned adjuster continues to ignore you, call the main customer service line and ask to speak directly with the claims manager or supervisor.
  • File a state insurance complaint: If the company remains silent or stalls unreasonably, file a formal complaint with the California Department of Insurance (or your respective state regulatory agency). Regulatory pressure often forces companies to respond and comply with state timelines.
  • Consult a professional or attorney: Consider hiring a licensed public adjuster (for property claims) or an attorney (for major auto or liability claims) to take over communication and evaluate whether the insurer is acting in bad faith.