Filing An Insurance Complaint
Contact for Filing An Insurance Complaint
Division of Insurance Consumer Service Unit
The Details of Filing An Insurance Complaint
What you need for Filing An Insurance Complaint
Consumer Services responds to consumer inquiries and intervenes on behalf of consumers to resolve complaints against insurers, agents, and other licensees. CSU also provides consumers with general insurance information and advises them, when appropriate, of their rights under their insurance policy and the applicable Massachusetts insurance laws.
Consumer Services can only help you obtain rights and benefits that you are entitled to under your insurance contract and the Massachusetts insurance laws. We help consumers determine if we have any jurisdiction, and if not, let them know where help might be found.
Please be aware that complaints filed are not confidential. Consumer Services will send a copy of your complaint and any related materials to any company, agent or licensee involved in this matter. Please do not send any medical records.
Please note: If your complaint involves ongoing litigation, do not complete this form. Consumer Services is not authorized to render legal opinions and does not intervene between attorneys and their clients, nor do we perform work on behalf of attorneys.
If your complaint involves a workers' compensation claim, please contact the Division of Industrial Accidents.
If your complaint is regarding your health insurance, you should be aware that some health plans are self-funded (self insured) plans and are regulated by the federal government, not the Division of Insurance. The benefits coordinator at your place of employment can tell you what kind of health plan you are in and direct you to the appropriate source of help.
How to file Filing An Insurance Complaint
You can download our Complaint Form.
Please note, our ability to assist you requires your cooperation.
In order to process your complaint, we need the following information from you:
- Name of the insurance companies and agents involved
- Your policy and claim numbers as well as the names and phone numbers of the people you have been dealing with.
Once you have downloaded the form you can:
A. Fill it out (saving it as you go), and email it back (preferred method). Just attach the form to your email addressed to: CSSComplaints@mass.gov. You can attach any other necessary documents relating to your insurance complaint (ie: bills, explanation of benefits sheets, vehicle appraisals, police reports) to the email also.
B. You can fill out the form, save it, and print it. You can then mail it to:
Division of Insurance
Consumer Services Unit
1000 Washington Street, Suite 810
Boston, MA 02118-6200
C. You can fill out the form, save it, and print it. You can then fax it to:
More info for Filing An Insurance Complaint
What happens after you submit your complaint?
All complaints and information requests are reviewed upon receipt to ensure that they are within the jurisdiction of the DOI. If jurisdiction is identified, you (the complainant) will receive a written acknowledgement of the complaint or an email or letter indicating that the complaint was incomplete and requesting any required, missing information or documents. The respondent (the insurance company or agent you filed a complaint about) will receive written notification that a complaint has been filed along with a copy of your complaint and the supporting documentation. The respondent has 30 days to provide a written response to the complaint. The complaint is then assigned to a CSU examiner for review.
Due to the volume of complaints received by CSU, complaints are handled in the order that they are received. If you have already filed a complaint about a particular issue and would like an update on your complaint, please call our Hotline. Please do not file an additional complaint.