The path of a complaint

When you submit a complaint to us, we generally follow this process.

We first determine if we're the right agency to handle it

The first stop for your complaint is a thorough review to make sure we're the right agency to help you. 

If your issue is something regulated by our agency, we'll prepare to send it to the insurance company for a response. If your issue is regulated by a different entity, we'll help you connect with an agency or an organization that can assist you.

Your insurance company has 15 business days to respond

Once the insurance company receives your complaint, its response is due in 15 business days.

We work with the company to address the issues we can resolve

When the company sends its response, we review it. We make sure your company is following state law and fair claims practices. If needed, we ask for any information we need to work on your complaint.

We contact you and share the results

After we get a response from the company, we'll share it with you and explain the company's answer. If there are unresolved issues that we can't help you with, we'll suggest some next steps. Some issues may require you to seek legal advice.

We add your complaint to the insurance company's record

Your complaint becomes part of the company's official record with our agency. Our regulators use complaint data to monitor for trends in unfair and unlawful practices to make sure companies follow the law. You can find historical complaint data for companies by searching our agent and company lookup tool.

Limitations of the complaint process

In some situations, the complaint process might not be the right approach to assist you. For example:

  • We don't regulate medical providers or facilities and can't make them adjust fees, follow laws or respond to us
  • We can't act as your lawyer, give you legal advice or interpret your policy language
  • We don't provide medical opinions or determine if a specific treatment is necessary
  • We can't make or change decisions about who is at fault in an accident
  • We don't determine how much a repair should cost or determine the value of your property

For a more comprehensive list, please review what we can and can't do to help. 

Complaint confidentiality statement

Your complaint and any submitted documents become public record and may be disclosed under state law.

State law protects certain personal information from public disclosure. This includes social security numbers, driver license numbers, financial account numbers and nonpublic personal health information. In most cases, home addresses, telephone numbers, email addresses and dates of birth are not protected from disclosure.

We will protect the information you give us to the full extent of the law. In some situations, other people may view your complaint and related documents. Please don't send us sensitive information that we don't need for your complaint. If we need more information from you, we'll ask for it.