If you have a problem with an insurance or investment company, the Attorney General's Insurance and Financial Services Division would like to hear from you. The Insurance and Financial Services Division provides a specialized hotline, (888) 830-6277 and mediation service to consumers who are having difficulties with insurance and/or investments.
While the Insurance and Financial Services Division is not able to successfully mediate every consumer complaint that it receives, last year the Division recovered over one million dollars for consumers through its mediation program. Even if your complaint can not be successfully mediated, your complaint may end up forming the basis for one of the Insurance and Financial Services Division's investigations. Many of the Insurance and Financial Services Division's investigations start with a single consumer complaint.
Before you file an insurance or investment complaint, we recommend that you call the Insurance and Financial Services Division's hotline at (888) 830-6277 to discuss the problem you are having with one of our trained Mediators. The Mediator may be able to answer questions, provide guidance or direct you to resources that will help you to resolve the problem. If your complaint seems like one that could benefit from mediation, the Mediator will ask you to file an Insurance/Investment complaint with our Office and will tell you what types of supporting documentation you should begin gathering in support of your complaint. Though you will not be able to submit these documents electronically with your e-complaint, you may be asked by the Mediator to provide this information later by mail or fax.
When submitting an Insurance/Investment complaint, it is important that you describe your complaint in as much detail as possible.
Your complaint will be reviewed by the Insurance and Financial Services Division in the order in which it was received. Typically, this process takes one to two weeks; however, it may take longer depending on the number of complaints that are under review. It is very important that you continue to meet any deadlines that are related to your complaint while you are waiting to hear from us. If your complaint is one with which we may be able to assist you, a Mediator from the Insurance and Financial Services Division will contact you. If your complaint is not appropriate for mediation or if we believe that it would be better handled by a different government agency, we will refer you to that agency.
The Attorney General's Office cannot provide you with legal advice or act as your attorney. If you have questions concerning the specific application or interpretation of the law, please consult with a private attorney.
Please note: Complaints regarding health insurance are handled by the Attorney General's Health Care Division. If your complaint relates to health insurance, please file a Health Care Complaint .
E-File an Insurance or Investment related Complaint
If you do not want to submit an e-complaint but wish to submit an insurance or investment related complaint by regular mail, please contact the Insurance and Financial Services Division at (888) 830-6277.
To submit supporting documents via regular mail, you must first complete the e-complaint form and print it out, including a copy of it with any supporting documents. In order to print a copy of your e-complaint, complete and submit the e-complaint. Then, on the "Form Submitted" page, click the "Download a Copy of your Complaint" link on the "Form Submitted" page. This will launch a PDF, click the "open" box and then print as appropriate. You will also be able to save a copy of your complaint this way.
You must have Adobe Reader Version 7 or higher installed on your computer to access the form. This program is available to download for free on the Adobe website.
Please send a copy of the complaint and any supporting documentation to:
Office of the Attorney General
Insurance and Financial Services Division
One Ashburton Place, 18th Floor
Boston, MA 02108
If you have questions about how to submit a complaint or if you would like to check on the status of your complaint, please call the Insurance and Financial Services Division at (888) 830-6277.