What to Do When Your Insurance Company Delays Your Claim
You filed your claim. You sent the photos. You answered all the questions. And now... crickets. Days turn into weeks. Calls go unreturned. Emails get "we'll get back to you" replies.
Insurance delays are frustrating—and more common than you'd think. Here's what you can do about it.
Know Your Rights: Missouri & Illinois Timelines
Both states have laws requiring insurance companies to handle claims in a reasonable timeframe:
- Missouri (20 CSR 100-1.040): Insurers must acknowledge claims within 10 working days and accept or deny within 15 working days of proof of loss. Extensions require written notice with reasons.
- Illinois (215 ILCS 5/154.6): Similar requirements—acknowledgment within 15 working days, decision within 15 working days after receiving proof of loss.
If the carrier is past these timelines without explanation, they may be in violation of state regulations.
Why Carriers Delay Claims
- Understaffed after a major storm event (catastrophe claims)
- Requesting the same documents repeatedly
- Assigning multiple adjusters who don't communicate
- Waiting for "additional information" that was already provided
- Hoping you'll give up or accept a low offer
Step 1: Document Every Communication
- Keep a log of every call: date, time, who you spoke with, what was said
- Follow up phone calls with a confirming email ("Per our conversation today...")
- Save all written correspondence
- Note every deadline the carrier mentions and every one they miss
Step 2: Send a Written Request for Status
If you've been waiting more than two weeks with no meaningful update, send a written request (email is fine) asking for:
- The current status of your claim
- The reason for any delay
- An expected timeline for resolution
- The name of the current adjuster and their direct contact info
This creates a paper trail if you need to escalate later.
Step 3: Escalate Within the Company
If your adjuster isn't responding:
- Ask for the adjuster's supervisor
- Call the carrier's main claims line and request escalation
- Contact your insurance agent—they can sometimes push things forward
Step 4: File a Complaint with Your State's Department of Insurance
If the carrier is still ignoring you or clearly past regulatory deadlines:
- Missouri: File a complaint at insurance.mo.gov
- Illinois: File a complaint at insurance.illinois.gov
Insurance companies take Department of Insurance complaints seriously. This often gets results quickly.
Step 5: Consider a Public Adjuster
Once a public adjuster is involved, the carrier has to communicate through your representative. We manage the follow-ups, the documentation, and the deadlines—so you don't have to chase anyone.
If your claim is stuck in limbo, let us help move it forward or call 314-922-3083.