Last Updated on December 28, 2025

Because auto insurance is required by law in most states, it can feel like you have no leverage when an insurer is slow to respond, changes your bill unexpectedly, or doesn’t handle a claim the way you believe it should. And after an accident—when you’re already stressed—you may be trying to decide whether you should file a claim at all.

The good news: you’re not stuck. If you’ve made a reasonable effort to resolve the issue directly and you’re still not getting answers, you can file a complaint with your state’s insurance regulator (often called the Department of Insurance). Here’s how the process works, what to include, and what to expect.

Key Takeaways

• Before filing a complaint, try escalating within the insurance company (adjuster → supervisor → customer relations) and keep a written communication log.
• State Departments of Insurance regulate auto insurers and typically allow complaints to be filed online with supporting documents.
• The strongest complaints include a clear timeline, claim/policy numbers, copies of letters/emails, and a specific request for what you want resolved.
• Complaint timelines and outcomes vary by state, but filing can lead to clearer explanations, faster responses, or corrections when rules weren’t followed.

Reasons to File a Complaint About Your Auto Insurance Company

You can file a complaint for a wide range of issues, but most fall into a few common buckets:

• Claim problems: unreasonable delays, poor communication, low settlement offers, disputed totals, or coverage denials you believe are incorrect.
• Billing and policy issues: unexplained fees, payment processing problems, cancellation/nonrenewal disputes, or errors on your declarations page.
• Rate and underwriting disputes: premium changes you believe were calculated incorrectly (often tied to factors in your quote and renewal, like the ones discussed in these factors that determine auto insurance rates).
• Agent or adjuster conduct: misrepresentation, refusal to provide basic information, or behavior that feels deceptive or discriminatory.

A complaint isn’t the same thing as a lawsuit. Your state regulator can’t act as your attorney—but they can require the insurer to respond, review whether rules were followed, and (in some cases) push the company to correct mistakes.

Before You File: Try to Resolve the Issue With the Insurer

State insurance departments typically expect you to try solving the problem directly first. This also creates a paper trail that strengthens your complaint if you need to escalate.

A simple escalation checklist

• Ask for specifics in writing. If the issue is a denial, delay, or low settlement, request the reason and the policy language being used.
• Escalate to a supervisor. If your adjuster isn’t responsive, ask for a claims supervisor or manager.
• Use the insurer’s internal complaint process. Many carriers have a dedicated “customer relations” or “complaints” unit.
• Keep a communication log. Write down dates, names, phone numbers, and what was said.

If your main issue is that the insurer “won’t pay” or keeps dragging the claim out, this guide on what to do if your car insurance company won’t pay or is stalling can help you organize your next steps before you complain.

What to Gather Before You File a Complaint

The more organized you are, the easier it is for the regulator (and the insurer) to understand the problem quickly.

• Your policy number and claim number
• The insurer’s name, adjuster name, and any claim contact info
• A timeline of what happened (dates of calls, emails, letters, inspections, offers, etc.)
• Copies of emails/letters and notes from phone calls
• Photos, estimates, invoices, medical bills, rental receipts, and any relevant documents
• What you’re asking for (example: “Respond to my claim,” “Correct a billing error,” “Explain the denial with policy language,” etc.)

Tip: Keep your complaint factual and specific. Regulators can move faster when you focus on dates, documents, and clear requests rather than emotions or assumptions.

How to File a Complaint With Your State Department of Insurance

Every state (and Washington, D.C.) has an insurance regulator that oversees companies licensed to sell coverage there. Most allow you to file a complaint online, and many also accept complaints by phone or mail.

Step-by-step

1. Find your state insurance department’s complaint page. A reliable starting point is the National Association of Insurance Commissioners’ directory: Insurance Departments (NAIC).
2. Choose the correct complaint category. Many forms ask whether it’s a claim issue, billing issue, cancellation/nonrenewal, agent complaint, etc.
3. Upload supporting documents. Attach your timeline, key emails/letters, estimates, and anything that supports your position.
4. Be clear about what outcome you want. Example: a written explanation, a corrected bill, a reopened claim review, or a response from a supervisor.
5. Save proof of submission. Screenshot the confirmation page or keep the complaint reference number.

Where to File in Your State

Instead of relying on phone-number lists that can change, use your state insurance department’s official website. The NAIC directory above makes it easy to locate your state’s regulator and find their current complaint options (online form, phone number, mailing address, and consumer services contact).

If you prefer to talk to a person, many departments have consumer help lines—but you’ll typically need to call during business hours.

What to Expect After You File a Complaint

Processes vary by state, but complaints usually follow a similar path:

• The state confirms receipt of your complaint and may assign a case number.
• The insurer is contacted and asked to respond (often in writing) with supporting documentation.
• The department reviews the information and may request additional documents from you or the insurer.
• You receive an update or decision explaining what the regulator found and any action taken.

In some cases, the result is a clearer explanation of the insurer’s position. In others, the complaint can lead to corrections, faster communication, or a claim being reevaluated. If the regulator identifies a violation, the insurer may be required to fix the issue and could face penalties depending on state rules.

If You’re Complaining About Another Driver’s Insurance Company

Sometimes the problem isn’t your insurer—it’s the other driver’s. If you’re trying to pursue a claim but you don’t even know which company insures the other driver, start with any official documents you have (police report, exchange-of-information sheet, photos of insurance cards). If the only thing you have is a policy number, this guide explains what you can (and can’t) do: How to Identify a Car Insurance Company by Its Policy Number.

FAQs on Complaining About a Car Insurance Company

Bottom Line

Filing a complaint can feel intimidating, but it’s a normal consumer tool—especially when communication breaks down or your insurer isn’t handling a situation fairly. Start by escalating within the company, document everything, and then file with your state insurance department if you’re still not getting answers.