what to do if insurance company does not respond

September 12, 2023

What to Do If Your Insurance Company Does Not Respond: Steps to Take Action

Table of Contents

In today’s fast-paced world, timely communication is more crucial than ever, especially when it comes to matters as significant as insurance claims. When you’ve filed a claim, the waiting period for a response can be anxiety-inducing. You’re left wondering about the status of your claim, potential reimbursements, and the next steps in the process. This becomes even more concerning when there’s a complete lack of response from the insurance company. The question that often arises in such situations is: what to do if the insurance company does not respond? This article aims to shed light on this pressing concern, delving into the reasons behind delayed responses, understanding the intricacies of claim rejections, and offering actionable steps to ensure your voice is heard and your concerns are addressed.

Why Do Insurance Companies Take So Long to Respond?

Navigating the labyrinth of insurance claims can often feel overwhelming, especially when met with silence from the other end. But understanding the reasons behind these delays can offer some clarity. Here’s why insurance companies might take their time to respond:

  • Internal Processes and Reviews: Before approving or denying a claim, insurance companies undergo rigorous internal reviews. This involves verifying the details of the claim, cross-referencing it with the policy terms, and sometimes even conducting on-ground assessments or investigations. Such thorough evaluations ensure that claims are legitimate and fall within the policy’s coverage.
  • Volume of Claims: Insurance companies handle a vast number of claims daily. Depending on the time of year or unforeseen events (like natural disasters), there can be a surge in the number of claims filed, leading to potential backlogs.
  • Complexity of the Claim: Not all claims are straightforward. Some require more in-depth analysis, consultations with experts, or additional documentation from the policyholder. Complex claims naturally take longer to process.
  • Communication Channels: Sometimes, the delay can be attributed to the communication channels themselves. Whether it’s a missed email, a backlog in the mailroom, or an overlooked voicemail, these small hiccups can lead to significant delays.

Understanding these reasons doesn’t make the wait any easier, but it does provide some context. However, prolonged silence isn’t always justified, and there are steps you can take to prompt a response, which we’ll delve into later in this article.

Understanding the Claim Rejection Timeline

The insurance industry, like many others, operates within a framework of regulations and standards. One of the critical aspects policyholders often inquire about is the timeline within which an insurance company must respond to a claim. Let’s break it down:

  • Legal Obligations: Depending on the jurisdiction, insurance companies are legally bound to acknowledge, approve, or deny a claim within a specified timeframe. For instance, in some states, insurers might have a window of 15 to 60 days to make a decision after receiving all necessary documentation.
  • Industry Standards: Beyond legal requirements, industry standards also play a role. These standards, while not legally binding, set expectations for timely and efficient claim processing. Insurance companies that consistently fail to meet these standards risk damaging their reputation and losing customers.
  • Policy Terms: It’s essential to familiarize yourself with your insurance policy’s terms and conditions. Some policies might specify a particular timeframe within which the company will respond to a claim. Being aware of these terms can empower you to hold the company accountable.
  • Consequences of Delays: If an insurance company fails to respond within the stipulated time, they might face penalties, interest on claim amounts, or even legal action. As a policyholder, knowing your rights and the potential consequences for the insurer can be a powerful tool in ensuring timely responses.

In essence, while there are general guidelines on claim response times, the specifics can vary based on location, the nature of the insurance, and the terms of your policy. It’s always a good idea to be proactive, stay informed, and seek clarity when in doubt.

Frequency of Claim Rejections

The insurance landscape is vast, and while many claims are approved and processed smoothly, there are instances where claims face rejection. Understanding the frequency and reasons behind these rejections can help policyholders better navigate the process. Here’s a closer look:

  • Statistical Overview: While the exact number can vary based on the type of insurance and the region, industry studies have shown that a significant percentage of claims do face initial rejections. However, it’s worth noting that many of these rejections can be overturned upon appeal or after providing additional documentation.
  • Nature of the Claim: The type of claim being filed plays a role in its likelihood of rejection. For instance, claims related to pre-existing conditions in health insurance or those lacking proper documentation in auto insurance might face higher rejection rates.
  • Policy Limitations: Every insurance policy comes with its set of limitations and exclusions. Claims that fall outside the policy’s coverage or exceed its limits are naturally more prone to rejection.
  • Fraudulent Claims: Insurance fraud is a significant concern for the industry. Companies invest heavily in detecting and preventing fraudulent claims, which can sometimes lead to genuine claims being flagged and rejected. However, with proper evidence and documentation, such decisions can often be reversed.

In summary, while rejections are a reality in the insurance world, they aren’t the end of the road. Being informed, diligent, and proactive can significantly increase the chances of a claim’s approval.

Common Reasons for Claim Denials

Insurance claims can be denied for a myriad of reasons. While each claim is unique, there are some common threads that often lead to rejections. Understanding these can empower policyholders to file claims more effectively and address potential issues proactively. Here are some of the most frequent reasons:

  • Incomplete or Incorrect Information: One of the primary reasons for claim denials is the submission of incomplete or incorrect information. This could range from missing details in the claim form to discrepancies in the documentation provided.
  • Policy Exclusions: Every insurance policy has specific exclusions – scenarios or conditions that are not covered. If a claim falls under one of these exclusions, it’s likely to be denied.
  • Lapsed Policy: If the insurance policy has lapsed due to non-payment of premiums or any other reason, any claims made during that period will be rejected.
  • Late Filing: Many insurance policies have a stipulated timeframe within which a claim must be filed. Missing this window can lead to the claim being denied.
  • Pre-existing Conditions: Especially relevant in health insurance, claims related to pre-existing conditions that were not disclosed at the time of policy purchase can be denied.
  • Suspicion of Fraud: Insurance companies have mechanisms in place to detect fraudulent claims. If there’s any suspicion of fraud, the claim will be denied, pending further investigation.
  • Unreported Income or Assets: In certain types of insurance, like income protection or property insurance, undeclared income or assets can be grounds for claim denial.
  • Failure to Seek Timely Medical Attention: In cases of personal injury or auto accidents, if the claimant fails to seek medical attention promptly, the insurance company might question the severity of the injuries and deny the claim.

Understanding these common reasons can help policyholders ensure their claims are comprehensive, accurate, and in line with their policy’s terms. When in doubt, it’s always a good idea to consult with the insurance provider or seek professional advice to enhance the chances of claim approval.

When Both Insurance Companies Deny a Claim

It’s one thing for a single insurance company to deny a claim, but what happens when both insurance companies involved in a situation deny the claim? This scenario, though rare, can be particularly challenging for policyholders. Here’s what you need to know:

  • Reasons for Dual Denial: There are several reasons why both insurance companies might deny a claim. It could be due to a lack of clarity on who’s at fault in an accident, discrepancies in the details provided, or both policies having exclusions that apply to the situation.
  • Mediation and Arbitration: In cases where there’s a dispute between two insurance companies, mediation or arbitration might be sought. These are processes where a neutral third party helps resolve the dispute, ensuring a fair outcome for all parties involved.
  • Legal Recourse: If both insurance companies deny a claim and no resolution is reached through mediation or arbitration, the policyholder might consider taking legal action. Consulting with an attorney can provide clarity on the best course of action and the potential outcomes.
  • Importance of Documentation: In situations where there’s a dispute, having thorough documentation can be invaluable. This includes photos, witness statements, police reports, and any other evidence that can support your claim.
  • Seeking Professional Advice: Navigating dual denials can be complex. It’s often beneficial to seek advice from professionals, whether it’s a claims adjuster, attorney, or a trusted insurance advisor.

In essence, while facing denials from both insurance companies can be daunting, it’s not an insurmountable challenge. With the right approach and resources, policyholders can find a way forward and ensure their interests are protected.

Terminology: Understanding Insurance Jargon

The world of insurance is rife with specific terms and jargon that can sometimes be confusing for policyholders. One such term that often comes up in the context of claim denials is the act of an insurance company refusing to pay a claim. Let’s demystify this:

  • Claim Denial: At its core, when an insurance company refuses to pay a claim, it’s termed as a “claim denial.” This means that after reviewing the claim details and the policy terms, the company has determined that the claim does not qualify for a payout.
  • Reasons for Denial: As discussed in the previous sections, there are numerous reasons for a claim denial, ranging from policy exclusions to incomplete documentation. It’s essential for policyholders to understand the specific reason for denial to address it effectively.
  • Difference between Denial and Rejection: While these terms are often used interchangeably, there’s a subtle difference. A claim rejection typically occurs when there’s an error in the claim submission, like missing information. In contrast, a denial is a more definitive decision based on the claim’s merits and the policy terms.
  • Right to Appeal: It’s crucial for policyholders to know that a claim denial isn’t necessarily the final word. Most insurance companies have an appeal process in place, allowing policyholders to contest the decision, provide additional information, and seek a review.

Being well-versed in insurance terminology not only helps in understanding the nuances of your policy but also empowers you to communicate more effectively with your insurance provider and advocate for your rights.

Proactive Steps to Take If Your Insurance Company Ignores You

Being ignored by your insurance company, especially after filing a claim, can be both frustrating and concerning. However, there are several proactive steps you can take to ensure your concerns are addressed:

  1. Document Everything: Keep a detailed record of all communications with the insurance company. This includes dates, times, names of representatives you spoke with, and the content of the conversations.
  2. Follow Up Regularly: If you haven’t received a response within a reasonable timeframe, don’t hesitate to follow up. Regular reminders can prompt the company to expedite the review process.
  3. Use Multiple Communication Channels: If calls aren’t yielding results, try sending emails, letters, or even reaching out via the company’s social media channels.
  4. Review Your Policy: Familiarize yourself with the terms and conditions of your policy. This will help you understand your rights and the company’s obligations.
  5. Seek External Help: Consider consulting with an insurance ombudsman or an attorney specializing in insurance claims. They can provide guidance and might intervene on your behalf.
  6. File a Complaint: If all else fails, consider filing a formal complaint with the regulatory body overseeing insurance companies in your jurisdiction.
  7. Stay Calm and Professional: While it’s natural to feel frustrated, it’s essential to remain calm and professional in all communications. This ensures that the focus remains on resolving the issue at hand.

Remember, while delays can be common, prolonged silence is not standard practice. By being proactive, informed, and persistent, you can ensure that your concerns are addressed and your claims are processed in a timely manner.


Why is my insurance company not responding to my claim?

Insurance companies can sometimes experience delays in responding due to a high volume of claims, internal review processes, or the complexity of the claim itself. It’s essential to follow up regularly and ensure all required documentation has been submitted.

How long does an insurance company typically take to process a claim?

The processing time can vary based on the type of claim and the specific insurance company. However, most companies have a legal obligation to acknowledge, approve, or deny a claim within a specified timeframe, which can range from 15 to 60 days.

What should I do if my insurance claim is denied?

If your claim is denied, first review the reason for denial provided by the insurance company. Ensure all documentation is accurate and complete. You can then consider filing an appeal, providing additional evidence, or seeking professional advice.

Is there a difference between a claim being denied and rejected?

Yes, a claim rejection typically occurs due to errors in the submission, like missing information. In contrast, a denial is a decision based on the claim’s merits and the policy terms, indicating that the claim does not qualify for a payout.

Can I take legal action if my insurance company refuses to pay a valid claim?

Yes, if you believe your claim is valid and it has been unjustly denied, you can consider taking legal action against the insurance company. It’s advisable to consult with an attorney to understand your rights and the best course of action.


Navigating the complexities of insurance claims can be a daunting task, especially when faced with delays or denials. However, armed with knowledge, persistence, and the right resources, policyholders can effectively advocate for their rights and ensure their claims are addressed. Understanding the reasons behind delays, the intricacies of claim rejections, and the steps to take when faced with challenges can make a significant difference in the outcome.

If you ever find yourself in a situation where you’re unsure about your insurance claim or need guidance, remember that professional help is just a call away. At Callender Bowlin, we’re committed to assisting our clients through every step of the insurance claim process, ensuring their concerns are heard and addressed. For personalized assistance and guidance, don’t hesitate to contact us at (713) 364-1128. Your peace of mind is our top priority.