National Association of Insurance Commissioners issues guidance on filing complaints against insurers through state insurance departments

The National Association of Insurance Commissioners (NAIC) published a consumer explainer on how to file a complaint against an insurance company, directing policyholders to submit complaints to their state Department of Insurance (DOI) when they believe an insurer or agent has handled a matter unfairly. The guidance defines an insurance complaint as a formal statement of dissatisfaction with how a situation was handled and notes that states may accept complaints in writing or verbally. It encourages consumers to first try to resolve issues with the insurer, then contact the state DOI if dissatisfied. The NAIC lists common matters a DOI can investigate for free, including unfair claim delays or denials, failure to honor policy terms, violations of state insurance laws, lack of timely communication, and cancellation or nonrenewal believed to be unjustified. It also outlines typical submission steps, such as gathering policy and supporting records, documenting communications, completing a complaint form, providing a factual timeline using policy language where possible, and stating the desired outcome. After a complaint is accepted as within the DOI’s authority, the DOI forwards it to the insurer for a response, assesses fairness against the policy, and may require the insurer to correct problems and comply with state rules; the explainer also notes insurers cannot discriminate against a consumer for filing a complaint.