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Home > Blog > Questions & Answers > What Should I Do If My Insurance Company Is Ignoring or Misleading Me?

What Should I Do If My Insurance Company Is Ignoring or Misleading Me?

Contributor: Enjuris Editor How can I contribute?

man with crossed fingers: Enjuris Questions & Answers Blog

Bad things happen sometimes; that’s why you have insurance in the first place. Collecting compensation after an accident should not be difficult, but many see their insurance companies ignore their circumstances or mislead them into accepting less than they are due.

Insurance companies have a responsibility to “act in good faith” when it comes to responding promptly to your claims, and acting in “bad faith” can mean that you could file a lawsuit.

We’ve written an extensive article on how to determine if you insurance provider is acting in bad faith. If you feel that you have grounds for an insurance bad faith lawsuit, here are a couple of steps for how to proceed.

1. Collect documentation

If you believe your insurance company is acting misleadingly, it’s important to keep written documentation from every aspect of your claim. This means medical records, accident reports, and any correspondence you’ve had with your insurance company about the incident.

Try to avoid talking on the phone with your insurance company. Instead, ask for any correspondence to be in writing for the sake of keeping records.

2. Contact an experienced attorney

An attorney that is familiar with insurance bad faith lawsuits can be a great ally. They can help you determine how much you should be owed for your accident and whether or not your insurance company is actually acting in bad faith. If you do decide to file a lawsuit, an experienced attorney will be able to represent you to the full extent of the law.

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Comments

  1. Karen Brady says

    October 13, 2018 at 12:21 pm

    Hi, I need advice on an insurance claim. Our clain has been ongoing since March this year. Our calls and emails are now and have been ignored. Our roof is worse, we have indoor damage, dampness and possible mold. Should we get a lawyer?

    Reply
    • Nancy Rapp says

      October 14, 2018 at 12:08 pm

      Hello Karen. Yes, I would encourage you to contact an attorney. Sometimes, an attorney letter is all it takes to get the insurance company to respond. If not, your attorney will help you get the legal claim started. I encourage you to use our directory to find an attorney near you.

      Reply
  2. Nathan Hardee says

    March 2, 2019 at 6:33 am

    I had a car accident on 1/8/2019 in which i hit a pole and totaled my truck. I have yet to finalize the claim. First it was the mail carrier lost the total loss paperwork i sent, then it was lack of correspondence. Its been 45 work days(not including calendar days) and i dont know what to do. They just drag on. They say they are waiting for paper work… what paperwork??? I resent the total loss paperwork two weeks ago! Directly to the auto yard holdinh my truck! They said all they need is a letter of guarantee. Well get to work! I have filed with the insurance comission. Need to get this settled. Im tired of riding the bus… am i right for being concerned? Today is the 2nd of march

    Reply
    • Ian Pisarcik says

      March 4, 2019 at 8:21 pm

      Nathan,

      Dealing with the insurance companies can be tricky. I would ask the insurance company to provide you a list of what they need in WRITING. If you believe you have given the insurance company all the information they’ve asked for, I would consider contacting an attorney. Usually, all it takes is 1 letter or phone call from an attorney to get the insurance company moving.

      Reply
  3. Pam says

    May 23, 2019 at 3:37 pm

    We had a break in 8 months ago!!! Insurance company is giving us the run around. We have given them everything and more. I have meet with them twice. The claim is so bad that my husband works out of town and wasn’t able to feel safe when he was out of town that I rented another place. While this happened my house burnt down and we have lost everything.
    Nobody will give me answers and they keep saying broker was avoiding them. Then they were away on personal leave. Every week it’s something else. Meanwhile my family had lost everything.

    Reply
    • Ian Pisarcik says

      June 5, 2019 at 7:04 pm

      Pam,

      It may be time to reach out to an attorney in your area. The attorney will be able to get the insurance company moving and also make certain you are reimbursed properly. For a list of attorneys, take a look at our online directory. If you can’t afford an attorney, your local state bar association can provide a list of attorneys who do pro bono work.

      Reply
  4. Pam says

    May 23, 2019 at 3:40 pm

    Im just lost on what to do. We are trying to close this chapter and move on but it’s kind of hard when you’ve lost everything do to a break in and the a fire and nobody will even have a little compassion.
    This is a nightmare. But I am fed up with being ignored by them.

    Reply
  5. Carlos A says

    May 29, 2019 at 6:25 pm

    How should I proceed with an insurance company that has taken 2 months to process my application for enrollment and when I contact a representative I get the proverbial “our company is looking into your application and will get back with you soon”?

    Reply
    • Ian Pisarcik says

      June 5, 2019 at 6:18 pm

      Carlos, if you have not enrolled with the insurance company and you’re not happy with their service, I would consider contacting other insurance companies to see if they provide a better service.

      Reply
  6. Carlos A says

    June 5, 2019 at 7:38 pm

    @Ian Pisarcik- Thank you.

    Reply
  7. Archie says

    July 10, 2019 at 7:53 am

    Hi, i was involved in a road traffic accident on 13 feb which i am at fault. I did not manage to get the claimer’s particulars or number as she drove away after i request to move to the roadside. I did a report to my insurance company within that day. On 19 june i received a letter from my insurance company stating that i am to privately settle this case as i failed to attend an interview they requested. I was given only 2 reminder letters on 14 and 24 may which i was not aware of. I need advices on how to re-open the case as i paid for my insurance but to what purpose then?

    Reply
    • Ian Pisarcik says

      July 17, 2019 at 7:38 pm

      Archie,

      I would recommend contacting an attorney in your area to help you deal with the insurance company. In the meantime, take a look at our articles on bad faith insurance claims.

      Reply
  8. Erica says

    July 12, 2019 at 5:06 pm

    I have been able to reach my insurance company by phone it’s always busy. I have sent maybe 9 emails to them about paying a medical bills and they never respond. I don’t know what I should do. I’m mostly likely goingvto fet bad credit and ve put on a 10 year waiting list of shame. It’s a national list you get put on for not following through with payment. This means it will make it hard for me to rent, get a house and own other forms of property. Basically they’re destroying my life by ignoring me. On top of all that I’m in a terrible environment where I don’t feel safe and I need to be able to move, which is going to be even more unlikely if get put on that list.

    Reply
    • Ian Pisarcik says

      July 17, 2019 at 7:29 pm

      Erica,

      Insurance companies are notoriously slow. I would recommend reaching out to an attorney in your area. Often, hearing from an attorney is the best way to get an insurance company to become more responsive.

      Reply
  9. Sherry Bucek says

    October 10, 2019 at 6:24 pm

    I filed a claim with my health insurance because the doctor i see doesn’t accept health insurance and my insurance company does pay back a portion of what I paid to the doctor through member reimbursement. They pay back only a year and I have been going back and forth with the insurance co. now for over a year. The papers were lost, then the fax wasn’t received and then they needed certain codes and now I can’t get a call back and every time I call and speak to a different rep that has no idea about my claim says they can’t even find it in the system. I have no idea what to do or where to turn from here, I keep calling for updates and keep getting no where. I have another claim that I am about to submit for this past year and not sure if I should even bother. Please help me!!

    Reply
    • Ian Pisarcik says

      November 1, 2019 at 5:37 pm

      Sherry,

      I’m sorry this is happening to you. Insurance companies owe certain duties to their insureds. When they fail to meet those duties, you can sue them for bad faith. Learn more here. It may be time to reach out to an attorney to discuss your options. Most attorneys will provide an initial consultation for free. At the initial consultation, the attorney will be able to tell you whether you have a valid claim.

      Reply
  10. Luna says

    April 21, 2020 at 6:01 am

    Hi
    If my adjuster is mean can I speaker to a new adjuster?

    Reply
    • Ian Pisarcik says

      April 21, 2020 at 10:49 am

      Thanks for the question.

      Insurance adjusters are assigned by the insurance company based on factors like experience and case load. Though you can ask to work with a different adjuster, the insurance company has no obligation to switch adjusters.

      It’s always best to remain calm and professional when working with an insurance adjuster. If you’re having trouble getting on the same page as your adjuster, you might consider hiring an attorney to help you negotiate your claim. Keep in mind that insurance adjusters owe claimants certain duties. If these duties are breached, claimants can file a bad faith lawsuit. You can read more about these duties and bad faith lawsuits here.

      Reply
  11. John says

    April 21, 2020 at 11:42 pm

    My home was burglarized while I was out of town, a huge mess left behind which brought a citation from the city, who forwarded the citation to my landlord who evicted me. I not only lost everything, but also found myself homeless. The police couldnt care less, and my renters insurance company has made the process deliberately difficult knowing that I’m doing this while living in my car during a pandemic. Attempts at finding an attorney have left me with many promises for return calls…. which they never do. Every single person along the way has losses me away and not kept their word, and there’s aparently nothing I can do about it. Until now the only real option available seems to be suicide. I worked all my life to build something that was so quickly taken away, and all the steps I took to avoid this seem to have been for nothing. Is there not a single lawyer in south Alabama who takes bad faith claims of this sort?

    Reply
    • Ian Pisarcik says

      April 22, 2020 at 10:38 am

      John,

      I’m so sorry this is happening to you. Please hang in there, as things will get better.

      Lawyers, especially during the pandemic, are busy and sometimes working without their usual support staff. As a result, sometimes phone calls don’t get returned. Keep trying.

      In addition, there are several places in southern Alabama that can help you with your legal issue for free or at a reduced-cost. For example, the South Alabama Volunteer Lawyers Program. You can also contact the Alabama State Bar referral service. The state bar can put you in touch with an attorney and even help you contact the attorneys that haven’t returned your call.

      Lastly, please consider reaching out to a suicide support group. Help is available.

      Best of luck to you.

      Reply
  12. Ashley says

    April 22, 2020 at 5:04 am

    I was wondering my adjuster haven’t contacted me should I contact my adjuster? It’s been 3 weeks already? She’s also not giving me offer to settle the claim is that okay?

    Reply
    • Melissa Gold says

      April 22, 2020 at 9:33 am

      Hello, Ashley: It’s definitely fine to contact your adjuster if you think you should have heard something by now. One of the insurance company’s obligations is to respond to your communications in a timely manner. It’s possible that the insurance company is still investigating the claim or calculating a settlement, but it should be communicating with you throughout. If you think your insurance company is acting in bad faith (or if you think you need additional help), you can call a lawyer who can assist you in working with the insurance company. The Enjuris law firm directory is a great source for finding a lawyer near you.

      Reply
  13. Kim says

    April 25, 2020 at 4:18 am

    I haven’t been able to work because I had a car accident. Would the other insurance pay for days I haven’t been able to work?

    Reply
    • Ian Pisarcik says

      April 27, 2020 at 6:12 pm

      Some car insurance policies pay for lost wages, it depends on the language of the specific policy. If the policy does NOT pay for lost wages, you can sue the at-fault driver for lost wages.

      Reply
  14. Brenda Edwards says

    May 27, 2020 at 7:46 am

    I have been paying into a life insurance and burial policy for several years. I tried to call my agent about a simple question and cannot get a hold of him or anyone in the office. Days and weeks have gone by and I wonder what would be happening now if I had died. I bought this insurance so that my daughter would not have a lot of stress when it happens. Now I am concerned about what would have happened. If she needed the services I paid for and could not get a hold of anybody what was she supposed to do put me in the refrigerator until they come back to work? If they are not in the office shouldn’t there at least be a way to contact somebody over the phone?

    Reply
    • Melissa Gold says

      May 27, 2020 at 2:18 pm

      Hello, Brenda. I’m sorry you’re feeling ignored. Most people are working at home right now because of COVID-19 restrictions. I’m not sure if you began trying to contact your agent before shutdowns began or after. However, a business should have some type of message on its voice mail or website letting customers know when or how they can be reached. You don’t necessarily need to go through your agent in order to get information about your policy, though. If it’s through a large insurance company, you can probably contact the company directly through its website or by phone.

      If you can’t find a way to contact the insurance company directly, you can call the state agency that regulates insurance where you live and they might be able to direct you to some contact information for the insurer.

      Reply
  15. T Porter says

    July 29, 2020 at 2:33 pm

    My homeowners insurance who is always supposed to be on my side is not adjusting my complete property. We had a bad hail storm in May. They sent an independent contractor to adjust my roof even after me saying I have more damage than just roof. They are hiding behind Covid to no send out their own people. Their solution to me has been call a contractor and have them send pictures and information to them. I don’t feel like that should fall on me to do. I pay my premium every year on time every time with out argument. They should do their job without excuse. I have talked to and emailed the adjuster and his supervisor. They finally agreed to send someone. They sent a roofer who was more interested in selling me a roof and what the insurance co was paying. The roofer they called was supposed to report to them and copy me. Three weeks later, I am still waiting. I have emailed again to ask….can we wrap this up so I can move on with repairs. I am being ignored now it seems. What is my next step? Insurance board, my mortgage company or take the problem on up to their corporate? Not feeling they are on my side. I can’t believe I am having this much trouble with them. I used to sing their praises on how they took care of their customers, but not anymore. And most likely when I finally get this settled I will be shopping for new homeowners insurance.

    Reply
    • Melissa Gold says

      August 3, 2020 at 10:50 am

      Hello. It’s actually a misconception that your insurance company is “on your side” (though they might advertise themselves that way). In reality, an insurance company is a business and it makes money by paying out less money in claims than it earns in premiums. That’s how your insurance company makes a profit. Therefore, your insurance company’s objective is to pay you the smallest possible amount for your claim while still meeting the terms of your policy. Yes, you are entitled to coverage based on the terms of your policy — it’s a contract, after all. You pay a premium, they pay your claims.

      The insurance company is obligated to pay a claim to repair the specific damage to your roof if it’s covered damage. In many circumstances, an insurance company will ask the homeowner to get a certain number of quotes for repair or assessments of damage, or to use specific providers. Then, the insurance company determines what it thinks is a fair payment based on those estimates. However, sometimes insurance companies do act in bad faith. If you believe your insurance company isn’t handling your claim properly or that it’s acting in bad faith, you might have a lawsuit against the insurance company. If you’re interested in reading more about insurance bad faith, you can do so here: https://www.enjuris.com/bad-faith-insurance/bad-faith-insurance-faq.html and here: https://www.enjuris.com/bad-faith-insurance/choosing-bad-faith-attorney.html. If you think you need a lawyer to handle an insurance bad faith claim, you can use the Enjuris law firm directory to find an attorney in your state. Best of luck.

      Reply
  16. it doesn't even matter says

    August 13, 2020 at 9:52 am

    All professionals hate me and they hope I die. I can tell because besides ignoring me, when they get a chance they get up in my face with no mask even though I told them I have an underlying condition.
    They also want me to lose my house and be homeless again.
    They hate to see me succeed and they want me in ruins and then dead.

    Reply
    • Ian Pisarcik says

      August 13, 2020 at 10:37 am

      I’m so sorry this is happening to you. Have you contacted your state bar association? Through its referral service, your state bar can refer you to a free or reduced-cost attorney that may be able to help with your issue. You can find the number for you state bar here. When you call the number, tell the state bar employee that you need an attorney and want to be transferred to the “referral service.” Good luck.

      Reply
  17. Bill says

    September 21, 2020 at 12:31 pm

    From Florida
    I got in a car accident on 12/31/19 I got a big name attorney company and I had to have surgery I received a quick offer on August 13 but nothing since I’m on short term disability after surgery and haven’t herd a word from the at faults insurance since I’m very unsure what’s going on and I’m not sure what to do I

    Reply
    • Ian Pisarcik says

      September 22, 2020 at 11:01 am

      Bill,

      If you’re represented by an attorney, I would contact your attorney and express your concerns. Settlement negotiations can take a long time, but your attorney should be able to give you a status update.

      Reply
  18. wisdom policy says

    January 27, 2021 at 12:09 am

    From Texas
    Nice blog and so informative.

    Reply
    • Ian Pisarcik says

      January 29, 2021 at 11:30 am

      I’m glad you found it helpful!

      Reply
  19. CK says

    February 11, 2021 at 11:23 am

    From New
    Hi there! A guy crashed in to me on 12/14/20. He admitted full liability. His insurance co mailed me a check for the initial supplement amount. Now the car is ready to be picked up and I can’t get a response from anyone as to when the final payment will be issued and the garage will not release the car until they are paid in full. They are completely unresponsive for the past 3 weeks. Is there a time frame that they have to issue the check within from when they receive the final supplement from their appraisal company? I’m at my wits end… please help!!

    Reply
    • Melissa Gold says

      February 16, 2021 at 10:30 am

      Hi, CK:

      My first question is whether the insurance company agreed to a specific amount for the total damages. It sounds like what you should probably do is contact your own insurance company, because even though the other driver’s insurance is paying for your damages, your insurance company can work with them on your behalf. Usually, accidents involve insurance companies negotiating with each other to reach a reasonable settlement that both sides can accept. If your insurance company isn’t helpful, you might need to contact a personal injury lawyer to work with the insurance company. Some insurance companies operate in bad faith, and your car shouldn’t be held “hostage” because you can’t receive payment to which you’re entitled.

      If you need to find a lawyer, you can try the Enjuris law firm directory to find an attorney near you. Best of luck!

      Reply

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