Most people understand that the insurance claim process is not always quick. However, after a loss, you expect to know what is happening with your claim and any next steps. When your insurance company ignores you, it can feel incredibly frustrating and stressful.
Here are some steps to take if your insurance company is unresponsive.
Do not ignore them back
You may feel like giving up after repeated attempts to contact your insurance company with no response or after a long time goes by with no communication. But do not give up.
Keep detailed records of every communication with the insurance company, as well as attempts at communication. Record the date, time and name of the person you spoke with. Write a few sentences summarizing the conversation.
During conversations, ask the representative when you can expect to hear from them again. Although they may not be able to give you a specific date, they should tell you if it will be days, weeks or months.
Ask about any next steps you should take
If you are told to send a document or obtain additional information, ask them when they need it and follow their instructions.
Sometimes the insurance company will need information or documentation from a third party. While there might not be anything that you can do besides wait, obtain contact information for the third party and follow up with them, if necessary.
Send something in writing to the insurance company after every conversation to summarize your discussion. A follow-up letter or email creates a paper trail that can be valuable future evidence in a legal claim.
When you are being ignored by a specific person, such as an adjuster or representative assigned to your case, ask to speak with their manager.
Consider a demand letter
If this fails, send a formal letter or email to the company stating the problem and asking them to respond within a certain time. This is called a demand letter.
An insurance company ignoring their customers could be acting in bad faith, depending on the circumstances. A bad faith claim could be an option, but it is important to receive advice on your situation first.
