Key Points:
- Insurance companies are legally required to respond within a reasonable timeframe, yet many policyholders face delays or silence.
- Following up in writing and documenting every interaction can strengthen your position in the claims process.
- Public adjusters can help move stalled claims forward and advocate for a fair settlement on your behalf.
If your insurance company isn’t responding to your claim, put a written follow-up on record, set a response deadline, and escalate to a claims supervisor and then your state insurance department if the silence continues. Insurers in New York, New Jersey, Florida, and Pennsylvania must meet specific response deadlines, and missing them is grounds for a complaint. Here is exactly what to do, step by step.
7 Steps to Take When Your Insurance Company Isn’t Responding
Start by reviewing your policy and your state’s rules. Most states require insurers to acknowledge a claim within about 10–15 business days. If your insurer stays silent past that, you have the right to push for action. Here’s what to do:
- Check your policy and your state’s deadlines. See the state table below so you know when your insurer is overdue.
- Send a written follow-up. Include your claim number, policy number, and a short summary of every earlier contact attempt. Keep the tone professional and direct.
- Set a response deadline. Ask for a reply within 10 business days.
- Create a paper trail. Use certified mail or email with read receipts, and log every call with the date, name, and what was said.
- Escalate to the claims manager or supervisor if your adjuster still doesn’t respond.
- File a complaint with your state insurance department. Most accept complaints online.
- Bring in a licensed public adjuster to take over communication and push the claim forward.
Why Do Insurance Companies Delay Communication?
Insurance companies may go quiet for a range of reasons—some benign, others more strategic. While backlogs and staff shortages can slow things down, other times it’s about minimizing payouts or discouraging follow-ups.
Delays can happen when:
- An adjuster is juggling too many claims.
- The claim lacks sufficient documentation (real or perceived).
- Your case is flagged for special investigation.
- The insurer uses “delay and deny” tactics to push claimants into giving up.
Policyholders often aren’t told the reason—they’re just met with silence. That’s why you need to stay proactive. Don’t assume silence is harmless. It could affect your claim’s outcome and timeline.
What to Do If Your Insurance Company Is Stalling
Not every delay is a stall, but some patterns are red flags:
- Repeated requests for documents you’ve already sent.
- A new adjuster every few weeks, with each one “starting over.”
- Vague answers like “it’s under review” with no timeline.
- Missed callbacks and unanswered emails.
- A low offer after a long silence, hoping you’ll accept just to be done.
If you see two or more of these, start documenting everything and escalate. A stalled claim rarely fixes itself. Follow the 7 steps above, starting with a written follow-up.
How Long Should I Wait Before Taking Action?
While specific timelines vary by state, most regulators expect insurance companies to acknowledge receipt of your claim within 10 to 15 business days. Then they must begin the investigation and respond within 30 to 45 days. Exact deadlines depend on your state. See the table below for New York, New Jersey, Florida, and Pennsylvania.
If you haven’t heard back after:
- 10 to 15 business days: Follow up with a written request for confirmation.
- 30 days: Ask for a formal update and investigation status.
- 45+ days: Consider filing a complaint or hiring a public adjuster.
Insurer Response Deadlines by State
| State | Acknowledge your claim | Decision deadline | Where to complain |
|---|---|---|---|
| New York | Within 15 business days | Accept or deny within 15 business days after receiving all proof of loss (11 NYCRR 216) | NY Department of Financial Services |
| New Jersey | Within 10 working days | Complete the investigation within 30 days, or explain in writing why more time is needed (N.J.A.C. 11:2-17) | NJ Department of Banking and Insurance |
| Florida | Within 7 days | Pay or deny within 60 days of notice; physical inspection within 30 days (Fla. Stat. 627.70131) | FL Department of Financial Services |
| Pennsylvania | Within 10 working days | Investigation within 30 days, then written updates every 45 days; accept or deny within 15 working days after proof of loss (31 Pa. Code 146) | PA Insurance Department |
These deadlines apply to most residential property claims. Your policy and claim type can affect them, so confirm with your state insurance department or a licensed public adjuster.
Silence beyond these windows may indicate non-compliance. The longer you wait, the more your financial recovery is at risk.
What Can I Do if My Insurance Company is Ignoring Me?
If you’re not getting responses, escalate the issue. Use formal channels and keep records. Here’s how to push forward:
Send a Written Follow-Up Letter
- Include your claim number, policy details, and a clear summary of all previous attempts to make contact.
- Keep your tone professional and direct.
Request a Response Deadline
- State a specific date (e.g., 10 business days) by which you expect a reply.
Document All Communications
- Track all calls, emails, and letters.
- Note names, dates, and what was discussed.
Use Certified Mail or Email with Read Receipts
- These tools create a paper trail that shows you’ve made every effort to resolve the issue.
Contact the Claims Manager or Supervisor
- If the assigned adjuster is unresponsive, go up the chain.
File a Complaint with Your State’s Department of Insurance
- Most departments have online portals for filing complaints.
Can I Hire Someone to Help Me with a Non-Responsive Insurance Company?
Yes. If your insurance company isn’t responding, hiring a public adjuster can be a game-changer. These licensed professionals work for policyholders—not the insurance company. They help document your loss, value the damages, and negotiate on your behalf.
Benefits of hiring a public adjuster include:
- Clear, professional communication with insurers.
- Thorough documentation that helps push claims forward.
- Less stress and faster resolution.
A public adjuster knows how to get insurers to move and can spot when an insurance company is stalling or being non-compliant. Many policyholders bring one in after weeks of silence—and finally see progress.
What Are My Legal Rights if My Insurer Isn’t Cooperating?
You’re not powerless. Insurance companies are bound by good faith laws that require timely and fair handling of claims. If your carrier fails to meet those obligations, you can take legal or regulatory action.
Your options include:
Filing a regulatory complaint
- Most state insurance departments will investigate if a claim is mishandled or ignored.
Hiring a public adjuster or attorney
- These professionals can force communication and demand timely updates.
Suing for bad faith
- In cases of gross negligence or willful delay, you may be entitled to damages.
Bad faith claims are legal actions, so speak with an insurance attorney licensed in your state before taking that step.
How Can I Prevent Future Delays?
You can’t control your insurer’s operations, but you can take steps to safeguard yourself during future claims:
Be Proactive and Organized
- Submit complete documentation early—photos, receipts, estimates, and forms.
- Keep detailed records of every interaction.
Request Everything in Writing
- Don’t rely solely on phone calls.
- Written documentation holds more weight during disputes.
Understand Your Policy
- Know your coverage limits, exclusions, and required claim steps.
- Review timelines for response and payout written in your policy.
Work With a Public Adjuster Early
- Especially for large losses, bringing in an expert early can prevent mistakes and delays.
What If My Insurance Adjuster Is Ghosting Me?
Sometimes it’s not the company, it’s the adjuster assigned to your claim. If your adjuster has stopped responding:
- Call the main claims line and ask whether your claim has been reassigned.
- Ask for the adjuster’s supervisor by name, and request a callback within 48 hours.
- Email the adjuster and copy the supervisor, so there’s a written record.
- Request a new adjuster if the silence continues.
Adjusters often handle dozens of claims at once, and yours can slip through the cracks. A public adjuster knows who to contact inside the insurance company and how to get a response.
Important Tip: Keep a running log. If the issue escalates, your notes will show you’ve made reasonable efforts to resolve it.
Take Control When the Insurance Company Won’t
Being ignored by your insurer doesn’t just slow down your claim—it adds stress and financial uncertainty when you least need it. You have rights, and you don’t have to handle the burden alone.
Whether you’re navigating storm damage, fire losses, or water claims, knowing what to do if your insurance company isn’t responding helps you advocate for yourself—and protect your home or business.
Frequently Asked Questions
How long can an insurance company take to respond to a claim?
It depends on your state. New Jersey and Pennsylvania require acknowledgment within 10 working days, Florida within 7 days, and New York within 15 business days. Decision deadlines range from 15 business days after proof of loss in New York to 60 days after notice in Florida.
Is it illegal for an insurance company to ignore my claim?
Insurers have a legal duty to handle claims in good faith and within state deadlines. Ignoring a claim or unreasonably delaying it can lead to regulatory penalties, and in serious cases, a bad-faith lawsuit.
Who do I complain to if my insurance company won’t respond?
File a complaint with your state’s insurance regulator: the Department of Financial Services in New York and Florida, or the Department of Banking and Insurance in New Jersey. Most accept complaints online.
Can a public adjuster speed up my claim?
Often, yes. A public adjuster submits a complete, well-documented claim, handles all communication with the insurer, and knows how to escalate when a claim stalls.
What can I do if my insurance company is stalling my claim?
Send a written follow-up with a firm response deadline, escalate to a claims supervisor, and file a complaint with your state insurance department if the deadline passes. A public adjuster can take over communication and push the claim forward.
Get Expert Help from Crestview Public Adjusters
If your insurer isn’t responding and you’re feeling stuck, Crestview Public Adjusters is here to help. We’re experienced public adjusters serving New Jersey, Florida, and New York, advocating for policyholders who need results—not runarounds.
We handle the follow-ups, documentation, and negotiations to help you get the fair payout you deserve. Stop the delays. Call us today and let a public adjuster fight for your claim—because you shouldn’t have to do it alone.
