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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.

Division of Insurance Consumer Service Unit

Phone

Open Monday to Friday 8:45 am-5:00 pm

The Details of Filing An Insurance Complaint

What you need for Filing An Insurance Complaint

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. 

Before submitting your complaint:

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/or claim numbers as well as the names and phone numbers of the people you have been dealing with.

Please be sure to send us all relevant information when you submit your complaint. If you need to send more documents or a longer summary than the form allows, please email the information to CSSComplaints@mass.gov and note that you filed a complaint and are providing additional documentation.  Please be aware that 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.

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.

How to file Filing An Insurance Complaint

You can download our Complaint Form.

    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.

    OR

    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

    OR

    C. You can fill out the form, save it, and print it.  You can then fax it to:

    (617) 753-6830

    More info for Filing An Insurance Complaint

    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 or email us at CSSComplaints@mass.gov. Please do not file an additional complaint.

    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.

    • 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 (aka 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. 
    • If your complaint concerns a medical necessity denial, you should file a complaint with the Office of Patient Protection. 

    Downloads for Filing An Insurance Complaint

    Contact for Filing An Insurance Complaint

    Address
    1000 Washington Street, Suite 810, Boston, MA 02118
    Phone

    Open Monday to Friday 8:45 am-5:00 pm

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