Auto Insurance Complaints: Where To Turn?

If you're unhappy with your auto insurance, there are several steps you can take to resolve the issue. It's important to know your options and understand the process for filing a complaint. The first step is to contact your insurance company or agent, as many issues can be resolved through discussion. If this doesn't work, you can consider options such as requesting an appraisal, filing a complaint with a relevant state department, or seeking help from a third-party advocate or ombudsman. Each state's department of insurance takes complaints seriously and is prepared to help consumers. It's also important to be aware of the specific steps and requirements for filing a complaint, such as providing supporting documents and writing a detailed account of the issue. In some cases, you may need to seek legal help or take your complaint to a small claims court.

Contact your insurance agent

If you are facing issues with your auto insurance, it is advisable to first contact your insurance company or agent. Most companies have a toll-free customer helpline, and you can find the phone number on your policy. This is often the quickest way to resolve your issue, and you can save yourself a lot of time and hassle by addressing your concerns directly with your insurer.

Your insurer should have a formal complaints procedure in place, and it is important to make a note of the date and time you called, as well as the name of the person you spoke to. This information could be useful if you need to escalate your complaint further. Your insurer should respond to your complaint within 8 weeks, although many companies try to answer within 3 working days.

If you are not satisfied with the response from your insurer, you can take your complaint to their manager. This is the next step in the process and can often help resolve the issue. If your agent cannot help, their manager might be able to provide a solution.

If you are still facing issues, you can then consider other options, such as contacting a third party, like an ombudsman, or filing a complaint with your state department of insurance.

Write to an executive at the insurance company

If you're dissatisfied with your auto insurance company, writing to an executive at the company is one of several options you can pursue to file a complaint. Here are some detailed steps and considerations to help you through this process:

Identify the Issue:

Before writing to an executive, clearly understand the nature of your complaint. Common issues that lead people to complain about their auto insurance include delays, unsatisfactory settlements, claim denials, and disputes over repairs or valuations following an accident. Identify precisely what aspect of the insurance company's conduct or decisions has led to your dissatisfaction.

Gather Information and Evidence:

Collect any relevant information and evidence to support your complaint. This includes gathering documents such as policy documents, repair estimates, email correspondence, and a log of phone calls or other communications with the company or its representatives. Having a clear paper trail can strengthen your case when presenting your complaint.

Identify the Right Executive:

Not all executives within an insurance company will be relevant to your complaint. Try to identify the person or department that is most closely related to your issue. For example, if your complaint is about claim denials, look for an executive in the claims department. Addressing your complaint to the most relevant person increases the chances of a timely and effective response.

Write a Formal Letter:

Compose a formal letter that clearly outlines your complaint. Make sure to include all relevant details, such as your policy number, the date of the incident or issue, and a concise summary of the problem. Reference any supporting documents or evidence you have attached or included with your letter. It is essential to remain factual and professional in your letter. Avoid angry or emotional language, and focus on clearly explaining the issue and why you are dissatisfied.

Follow-Up:

After sending your letter, make a note of the date it was sent and any expected response time, which may be outlined in the company's complaints procedure. If you don't receive a response or are unhappy with the response, you can consider escalating your complaint to an ombudsman or a state insurance department, as outlined in other options for addressing insurance complaints.

Remember that writing to an executive is just one avenue to address your concerns. Depending on the nature of your complaint, other options, such as contacting your insurance agent, seeking an appraisal, or filing a complaint with a relevant state department, may also be viable alternatives or additional steps to pursue.

Ask a third party, like an ombudsman, for help

If you're having issues with your auto insurance company, you may be able to get help from a third party such as an ombudsman. Ombudsmen are typically found at the state or provincial level and are tasked with helping resolve disputes between insurance companies and their customers. They are usually free to use and provide an unbiased, fair, and impartial review of your case.

In the United States, some state departments of insurance have an ombudsman who acts as an advocate for consumers. For example, California's Department of Insurance has an ombudsman responsible for ensuring the department provides the highest level of customer service. New Jersey's ombudsman helps consumers with issues related to insurance availability, claims processing, and coverage questions.

If you're in Canada, you can contact the General Insurance OmbudService (GIO). The GIO is an independent dispute resolution service that provides free help for Canadian home, automobile, and business insurance consumers whose company is a GIO member. You can reach the GIO by phone, mail, email, fax, or through their website.

In Ontario, Canada, you can also reach out to the Financial Services Regulatory Authority of Ontario (FSRA) if you have a complaint about your auto insurance company. They will review your complaint and determine if any laws have been broken. If your matter is outside of their scope, they may refer you to an organization that can help.

Before contacting a third party or ombudsman, it's essential to first try to resolve the issue with your insurance company. This may involve talking to your insurance agent or company, requesting an appraisal, or filing a complaint with your insurer to obtain a final position letter. If these steps do not resolve your issue, then you can seek help from an ombudsman or other third party.

File a complaint with your state department of insurance

If you're dissatisfied with your auto insurance, you can file a complaint with your state department of insurance. This is the body that regulates insurance activity and insurer compliance with state laws and federal regulations.

Before you file a complaint, you should first try to resolve the issue with your insurance company or agent. Most companies have a toll-free customer helpline, and many disputes can be sorted out at this stage without needing to escalate any further.

If you're still not satisfied, you can then take your complaint to your state department of insurance. To do this, you'll need to:

• Be prepared to fill out either a paper or online form with information such as your name, address, type of insurance, and the reason for the complaint.
• Gather supporting documents and photographs. You should include email correspondence and a log of phone calls with your agent or company.
• Write a detailed account of what happened and the reason for your complaint.

You can find your state's consumer complaint page at https://content.naic.org/consumer.htm. From there, you'll be able to select your state and navigate to its specific complaint page. Your state's department of insurance takes complaints seriously and is prepared to help you.

It's worth noting that the National Association of Insurance Commissioners (NAIC) compiles closed, confirmed complaint information about insurance carriers from state insurance departments. This information is available to state insurance regulators and consumers. You can access this information by visiting the Consumer Insurance Search page, where you can look up information by state, company, and insurance type for the past three years. This can help you determine if the company is a good fit for your specific insurance needs.

Seek arbitration

If you are unhappy with your auto insurance, the first step is to contact your insurance company or agent. Most companies have a toll-free customer helpline, and you can also usually find a phone number on your policy or online. Your insurer should have a formal complaints procedure, and they have a certain amount of time to respond to your complaint.

If you are still dissatisfied, you can seek arbitration. Arbitration is a process where you and the insurance company each hire an appraiser, and these two appraisers then choose a third appraiser as an umpire. You must pay for your appraiser and half of the umpire's costs. The appraisers will review your claim and estimate the amount of damage. If their estimates differ, the umpire will make the final decision. However, this process can only be used to resolve disputes about the amount of damage, not about whether something is covered. Check your policy for any deadlines to request an appraisal.

If you need help finding an appraiser, you can search for a "property damage appraiser" online. You can also contact your state department of insurance for help, as they take complaints seriously and are prepared to assist consumers. They may have an ombudsman who can help resolve your issue. Before contacting them, you will need to fill out a form with information such as your name, address, type of insurance, and the reason for the complaint. You should also gather supporting documents and photographs, as well as a detailed account of what happened.

If you are unable to resolve your issue through arbitration or your state department of insurance, you may need to take further steps such as filing a legal claim against the insurer in court.

Frequently asked questions