As the policyholder, you expect and deserve prompt communication and follow-through from your insurance provider after filing a claim.
However, what happens when days turn into weeks without a call from your adjuster? Unfortunately, some insurance companies are notorious for slow response times and poor customer service, leaving policyholders in limbo.
The uncertainty and lack of communication only heighten your anxiety during an already stressful situation.
While waiting for the adjuster call, there are several steps you can and should take to move the claim process along, protect your rights, and ensure fair treatment.
Do not sit idly while the insurance company drags its feet.
You have a policy that you pay good money for, and you deserve compensation for your loss in a timely manner.
Take action and be your own best advocate.
Your claim will not resolve itself, so stay on top of the insurance company and demand the level of service you're owed as a paying customer.
With some proactive measures, you can motivate your adjuster and company to step up and do the right thing.
Why Won't My Insurance Adjuster Call Me Back?
There are a few possible reasons why your insurance adjuster may not be responding to your calls or messages:
They Have a Heavy Caseload
Insurance adjusters often have many claims assigned to them at once.
Yours may have gotten lost in the shuffle or your adjuster may not have had time to review the details yet.
Don’t take it personally.
They Need More Information
It’s possible your adjuster requires additional documents or details from you regarding your claim before they can move forward.
Double check that you have provided everything that they originally requested.
If not, submit the outstanding information right away.
Your Claim is Complex
If your claim involves multiple parties, properties or vehicles, it naturally will take more time to review and process.
Your adjuster has to make sure they understand all the details before they can determine next steps.
Continue to be patient, as they work through the complexities.
There May Be an Issue
In some cases, a non-responsive adjuster could indicate a problem with your claim.
Don’t assume the worst, but do reach out to your insurance company to check on the status of your claim and see if there are any issues holding up the process.
Ask to be reassigned to a new adjuster if needed.
The best course of action is to remain proactively persistent.
Continue to call your insurance adjuster regularly, leave courteous messages and document your communication efforts.
If after a reasonable period of time you continue to get no response, do not hesitate to escalate to a manager to get your important claim handled promptly.
Follow Up Politely and Document Your Attempts
If the insurance adjuster assigned to your claim is not contacting you or responding to your calls and messages, do not panic.
There are steps you can take to follow up professionally and ensure your claim is addressed properly.
Reach out again politely but firmly
Call the insurance company again and ask to speak to the adjuster on your claim.
Explain that you have not heard from them and want to check on the status of your claim.
Be polite yet firm that you expect a response and update.
Ask to speak to a manager if needed
If you are still unable to reach the adjuster or get a response, ask to speak to the adjuster’s manager or supervisor.
Calmly explain your situation again and that you want to make sure your claim is being handled correctly according to your policy guidelines.
Provide details of dates you contacted the adjuster with no response.
The manager should work to resolve the lack of communication and get your claim back on track.
Keep records of all communication attempts
Document each time you attempt to contact your insurance adjuster or company regarding your claim.
Record the date, time, names of any representatives you spoke with, and details of your discussions.
Keep copies of any letters, emails or notifications sent to the insurance company as well.
Thorough records demonstrate your diligence should you need to take further action to resolve issues with your claim.
With patience and persistence, you can get an unresponsive insurance adjuster to address your claim properly.
However, if all else fails, you may need to file a complaint with your state insurance commissioner to dispute the handling of your claim.
But first, make every effort to work directly with your insurance company to remedy the situation.
Review Your Policy and Know Your Rights
As the policyholder, you have certain rights regarding your insurance coverage and claims.
Before contacting your insurance company again, review your policy details and understand what is covered to determine if the adjuster’s lack of response is unwarranted.
Review Your Policy Coverage
Double check what types of losses and the value of coverage you pay premiums for.
Compare this to the details of your recent claim to ensure it meets the criteria for coverage under your particular policy.
Look for any clauses relating to timeframes for the insurance provider to review and respond to claims.
Most policies stipulate reasonable response times, often 5 to 15 business days.
If it has been longer, you may need to take further action.
Know Your Rights
Each state has laws protecting insurance consumers like yourself.
These include the right to prompt claim resolution, to request policy provisions and documents from your insurance company, and in some cases the right to independent claim review.
You may file a complaint with your state’s insurance commissioner if you believe your rights have been violated due to lack of communication or bad faith claim practices.
Do not hesitate to contact your insurance company again in writing via registered mail to reiterate the details of your claim and need for an adjuster to inspect any damages.
Be sure to reference your policy number in the correspondence.
Explain that a prompt response and resolution is expected per your rights as a policyholder.
If still no response within a reasonable period, you may need to get local authorities like the fire marshal or police involved to document the issue in an official report which can then be provided to the insurance commissioner as further evidence of the company’s failure to respond.
While frustrating, remain polite yet firm when communicating with all parties involved.
Keep records of correspondences, claim reports, and policy details to support your position should legal intervention become necessary to resolve the situation.
With perseverance, you can obtain a fair claim settlement as dictated in your insurance coverage contract.
Contact the Adjuster's Manager if Needed
If you have not heard from your insurance adjuster after filing a claim, it's time to take further action.
As your claim has likely already been assigned to an adjuster, contacting them directly is the next step.
Contact the Adjuster
Call the adjuster's direct phone number, which may have been provided to you when you filed the claim, and leave a polite yet firm message expressing that you need an update on your claim status and next steps.
Mention that it has been X days since filing and you want to resolve your claim in a timely manner.
Request a call back within 1-2 business days.
Should you still not receive a response, it is time to escalate the issue to the adjuster's manager.
Locate the manager's contact information on the insurance company's website or by calling their main customer service phone number.
Explain your situation professionally and ask to speak with the manager responsible for your adjuster.
Be prepared to provide details about your policy number, claim number, and adjuster's name.
Once connected, reiterate to the manager that you filed a claim X days ago but have been unable to reach your adjuster or get an update on next steps.
Express your desire for prompt resolution while also voicing frustration with lack of communication thus far.
Politely yet confidently request that the manager personally look into your claim and contact you within 1-2 days with a status and resolution timeline.
Ask if they need any additional information from you to help expedite the process.
Take note of the manager's response and commitments to follow up.
If another few days pass with radio silence, you may need to submit a formal written complaint to the insurance commissioner in your state.
However, first escalating to management is typically an effective way to get your claim back on track, as managers aim to provide good customer service and resolve issues.
Remaining professional yet assertive in your communication will yield the best results.
File a Complaint With the State Department of Insurance
If your insurance adjuster is not responding to your calls or messages about a claim, it’s time to take further action.
As a policyholder, you have rights and protections under the law.
Each state has an insurance department responsible for regulating insurance companies and addressing consumer complaints.
Contact your state’s department of insurance, bureau of insurance, or insurance commissioner's office to file an official complaint about lack of communication from your adjuster.
When filing the complaint, provide details about your insurance policy, claim number, dates of loss, and attempts to contact the adjuster.
Explain that the delays are causing you undue stress and hardship.
Request that the department contact your insurance company to spur the adjuster to action.
The department may investigate your complaint and require a response from the insurance company within a set time period, typically 15 to 30 days.
Filing a complaint is an important step to prompt a response, but it can still take time.
Continue to call your insurance company's main phone line to escalate your issue to a manager or supervisor while the complaint is being investigated.
Send written follow-up letters restating the details of your claim and outlining the communication issues.
Reference your complaint number to show you have taken further action.
If after the department's intervention you are still not receiving a proper response, you may need to get local government representatives involved or pursue legal counsel regarding your next steps.
As a last resort, you may need to consider filing a lawsuit against the insurance company to compel them to handle your claim appropriately.
However, litigation can be time-consuming and expensive, so exhaust all other options first before going to court.
Staying persistent and escalating your complaint through proper channels will increase the likelihood of getting your claim addressed and receiving the benefits you are owed under your policy.
Don't give up -- keep contacting the various entities involved until you get answers and action on your claim.
As a policyholder, you have rights and should not sit idly waiting for an insurance adjuster to contact you, especially after a stressful event like an accident or home damage.
Take the initiative to call your insurance company, provide details about your claim, and ask to speak with an adjuster.
If calls go unreturned, put your requests in writing via certified mail.
Document all communication and be ready to provide any information to support your claim.
While the claims process can often move slowly, you must be proactive and persistent.
Do not hesitate to escalate to a manager or file a complaint with your state insurance regulator if needed.
You pay premiums to be supported in times of need, so make sure your voice is heard and your claim is handled properly.
The ball is in your court.
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