Not getting a call back from your insurance company? Experiencing insurance delays? Here are some tips on how to get your insurance claim moving and approved.
- Call, Call, and Call Again
- Follow Up Every Call in Writing
- Ask for a Supervisor
- Get All Denials in Writing
Call, Call, and Call Again
In the insurance world, the squeaky wheel gets the grease. The adjuster assigned to your claim likely has hundreds of other claims they are handling at the same time. If you want your claim to move, you need to call your adjuster. Don’t just expect the claim will be handled automatically.
Always Ask Questions
Ask as many questions as you can about the progress of your claim. Here are some examples of questions to ask when you are experiencing insurance delays and denials:
- What additional information do you need to process my claim?
- Is there anything I can do to make my claim move faster?
- What parts of my claim are being denied?
- What is the reason for the denial?
- When should I expect to receive a response?
- When should I expect to receive my next update from you?
Follow Up in Writing
After every phone call, send an email to your adjuster. If you don’t have your adjuster’s email, send a message to the general claims email address or through your online claim portal.
Even if you just reach a voicemail when you call, send an email confirming that you just left a voicemail. Documenting insurance delays is key to eventually getting your claim approved.
“I didn’t say that!!”
You may receive information about your claim over the phone and then, later, the adjuster will say that information is incorrect. How are you going to prove they said it? With an email. After each phone call, write out your understanding of the information you received. At the end of the email, write something such as “If your understanding is different from above, please respond immediately.”
It is important that you document, in writing, as much as you can. Throughout the course of your claim, it is likely that your insurance adjuster will change. As adjusters change, the value of your claim may also change. If you have something in writing from one adjuster, you may be able to hold the insurance company to that standard even if the new adjuster disagrees.
Ask for a Supervisor
Supervisors have a lot of authority to get a claim moving or approved. If you are unable to get past insurance company delays through phone calls and emails, find out who the adjuster’s supervisor is. If the adjuster won’t tell you, try pressing “0” or calling the main claims line. You should be able to get the name and number of the claim’s supervisor.
When you reach the supervisor, explain the lack of response you have received from your adjuster. Having your calls and emails documented will better demonstrate the delays you’ve experienced.
Contact Your Insurance Agent
Along the same lines, if you have an insurance agent who sold you the policy, contact them. Your agent wants to keep your business. They are only paid if you renew your insurance policy. Having a poor claims experience is one of the top reasons people switch insurance companies.
Let your agent know about the delays your are experiencing and ask for their help. Remember, they work for you too.
Get All Denials in Writing
Unfortunately, your insurance company may not approve everything they should. If your insurance company refuses to pay for certain parts of your claim, make sure you get a denial in writing. This does two things.
First, sometimes asking for a denial in writing will actually get parts of your claim approved. If an adjuster tells you that they will not pay for part of your claim, ask for them to put that in writing. Specifically, the items they are denying and the reasons they are denying it. There may be denials that the insurance company does not want in writing. This may force their hand and your claim may actually be approved.
Second, obtaining a denial in writing will bring some finality to the delays. Getting the reason for the denial will tell you whether the denial and delay is just a misunderstanding, lack of information, or a hopeless cause that needs legal action.
Insurers want to make more money by delaying your claim, but they also do not want to be bombarded with phone calls or emails. Be specific in asking what the issue is and keep a record of what the insurer says.
By staying on top of the status of your claim, making phone calls daily, and emailing frequently, you will stand the best chances for success in your insurance claim.