Disclaimer

This is general information and not legal advice. I am not a lawyer. For advice about your specific situation, contact a qualified Connecticut attorney or the Connecticut Insurance Department.

Detailed answer: your rights and practical steps under Connecticut law

Insurance companies in Connecticut owe claimants a duty to investigate and handle claims reasonably and promptly. If your insurer stops communicating, refuses to provide status updates, or threatens to close your claim without a valid basis, you have several options under Connecticut law and through the Connecticut Insurance Department (CID).

What the insurer must generally do

• Promptly acknowledge and investigate your claim.
• Keep you reasonably informed about the claim’s status and the reason for any denial or delay.
• Provide a clear written explanation for a denial or for any decision to close the claim.

Connecticut treats unreasonable delays or failure to communicate about claims as unfair claim settlement practices. See Connecticut General Statutes, Unfair Insurance Practices (Conn. Gen. Stat. § 38a-816) which lists prohibited practices by insurers. You can read the statute at the Connecticut General Assembly website: https://www.cga.ct.gov/current/section.asp?section=38a-816

Immediate steps to take if your insurer won’t update you or threatens closure

1. Document everything. Record dates, times, names, and summaries of each call, email, or letter. Keep copies of policy documents, claim numbers, photos, repair estimates, medical reports, and any correspondence.
2. Request a written status update. Send a short, polite written request for a claim status and include your claim number. Use certified mail or email so you have proof of delivery. A written request creates a record the insurer cannot easily ignore.
3. Ask for the specific reason and what is needed to avoid closure. If the company threatens to close the claim, ask them to state in writing why they will close it and what steps (if any) you can take to keep it open or submit required information.
4. Comply promptly with reasonable requests. If the insurer asks for documents or a signed authorization that are reasonable and relevant, provide them quickly. But avoid signing admissions of fault or blanket releases without legal advice.
5. Escalate inside the company. If the adjuster is unresponsive, ask to speak with a supervisor, the claims manager, or the insurer’s customer service or ombudsman unit. Note names and dates.
6. File a complaint with the Connecticut Insurance Department (CID). If internal escalation fails, file a formal complaint with the CID. The CID handles consumer inquiries and investigates insurer conduct. File online or by phone; include your documentation and a clear timeline. CID consumer resources and complaint filing info: https://portal.ct.gov/cid/Consumers/File-a-Complaint-or-Inquiry
7. Consider a demand letter or consulting an attorney. If the insurer’s refusal causes financial harm or appears unreasonable, an attorney can send a demand letter, explain legal exposure to the insurer, and advise whether a bad-faith action or suit is appropriate.

When the insurer’s behavior may be bad faith

Under Connecticut law and common practice, an insurer may be acting in bad faith if it unreasonably delays investigation, ignores reasonable proof of loss, fails to communicate, or threatens to close a claim without valid justification. Bad-faith conduct can expose the insurer to penalties and possible attorney’s fees. If you believe the insurer’s actions are wrongful, preserve all evidence and consult a Connecticut attorney about a possible claim.

How to file a complaint with the Connecticut Insurance Department

1. Gather documentation: policy, claim number, written requests, denials, estimates, photos, and a timeline of communications.

2. File online or by mail/phone through the CID consumer complaint page. For information and how to file, visit: https://portal.ct.gov/cid/Consumers/File-a-Complaint-or-Inquiry

3. After you file, CID will review and may contact the insurer on your behalf. Keep CID informed of any new developments.

When to consult an attorney

• If the insurer’s refusal or threatened closure risks significant financial loss (e.g., major property damage, serious injury, or large medical bills).
• If the insurer does not respond to CID involvement or continues to act unreasonably.
• If you receive a denial based on disputed facts or coverage and you want to preserve legal claims (including bad faith).

An attorney can advise whether to negotiate, file suit, or pursue regulatory remedies and can draft demand letters that often prompt action.

Helpful hints

• Keep concise, dated notes of every contact with the insurer: name, title, phone, and summary.
• Send key requests and follow-ups in writing (email or certified mail) so you have proof.
• Do not sign documents you do not understand—ask for clarification or legal advice first.
• If the insurer asks for a recorded statement, you may decline until you speak with counsel—recorded statements can affect your claim.
• Use the CID early. The Department can be a faster, lower-cost way to resolve communication problems than immediate litigation.
• Keep separate copies of all documents and photos in a secure folder (digital and paper).
• If you hire an attorney, give them full access to your files and the timeline to speed resolution.