What to do when an insurance company refuses to update you or threatens to close your claim

Detailed answer — clear steps under Oregon law

If your insurer is unresponsive, gives vague updates, or threatens to close your claim without resolution, act quickly. Insurers in Oregon must handle claims fairly and communicate with claimants. Start by preserving evidence and creating a clear paper trail. Then follow the steps below to protect your rights and increase the chance that your claim is handled properly.

1) Immediately document everything

• Save your policy number, claim number, adjuster name, phone numbers, and email addresses.
• Keep a dated log of all contacts (who you spoke with, date/time, summary of the conversation).
• Preserve evidence: photos, receipts, repair estimates, police reports, medical records (if applicable), and any notices the insurer sent.

2) Ask the insurer for a written status and next steps

Send a short written request (email and certified mail if possible) to the adjuster and the insurer’s claim office asking for:

• Current status of the file and a summary of what remains to be completed.
• Specific reasons for any delay or for threat to close the file.
• If the insurer intends to deny or close the claim, ask for the denial or closure decision in writing, with the policy provision(s) relied on.

3) Use Oregon consumer resources

If the carrier remains unresponsive or you get unfair treatment, you can file a complaint with the Oregon Department of Consumer and Business Services (DCBS), Insurance Division. DCBS can review complaints, request records from the insurer, and sometimes mediate disputes. Start here: File an insurance complaint with DCBS.

4) Cite Oregon insurance law and unfair practices

Oregon law prohibits unfair or deceptive practices by insurers. For general statutory protections and the insurance code, see ORS chapter 746: Unlawful trade practices and other provisions related to insurance industry conduct: ORS Chapter 746 (Oregon Legislature). DCBS enforces consumer protections and investigates complaints. Use DCBS as a resource if the insurer refuses to explain or documents a threatened closure without proper basis.

5) Preserve deadlines and follow policy requirements

Your policy may require timely notice, cooperation, or suit-within provisions. Even if the insurer is being difficult, continue to meet your policy’s notice and cooperation duties. Missing a deadline in the policy can jeopardize your rights. If you’re uncertain about policy deadlines, ask DCBS or an attorney.

6) Consider alternative dispute options listed in the policy

Many policies include appraisal, arbitration, or internal review procedures. Review your policy to see whether appraisal or appraisal demand is appropriate (commonly used in property/settlement disputes). If the insurer threatens closure without following the policy’s stated procedure, make that point clearly in writing to the carrier and in any DCBS complaint.

7) When to get an attorney

Talk to a consumer or insurance attorney when:

• The insurer denies coverage or refuses to pay a reasonable settlement and you believe the denial is incorrect.
• There are large losses or significant injuries and the insurer is not communicating or is threatening closure.
• DCBS informal resolution fails or you want to preserve rights for litigation.

An attorney can write demand letters, preserve evidence, sue for breach of contract, and advise whether you have claims for bad-faith conduct. If you decide to hire counsel, choose one experienced in first-party insurance claims in Oregon.

8) What remedies are possible

Depending on the facts, remedies can include insurer reversal of a threatened closure, payment of the covered loss, appraisal awards, administrative enforcement by DCBS, or civil litigation for contract damages and potentially extra-contractual relief. Use DCBS first for most consumer-level disputes—DCBS can compel some documents and may mediate—but it does not give legal advice or represent you in court.

Quick sample letter you can adapt and send

(Keep this very short, factual, and attach supporting documents.)

Re: Claim #[CLAIM NUMBER]
To: [Adjuster name and insurer address]
Date: [Date]

I am writing to request a written status of my claim. Please provide: (1) current status, (2) why the claim is delayed or being threatened with closure, and (3) any documents or information you say are missing. If you intend to deny or close the claim, please provide the decision and basis in writing. I have attached [list documents].

Please respond in writing within 10 business days. If I do not receive a timely response, I will consider filing a complaint with the Oregon Department of Consumer and Business Services.

Sincerely,
[Your name and contact information]

Helpful hints

• Send important letters by certified mail with return receipt. Keep copies of everything.
• Keep communications professional and focused on facts—dates, amounts, policy language, and documentation.
• Ask for a dedicated claim supervisor if the adjuster is uncooperative.
• Use DCBS early: state regulators often resolve documentation and communication failures faster than litigation.
• If your claim involves injuries or substantial property loss, consult a lawyer sooner rather than later.
• Don’t sign away rights or accept a partial release without understanding the legal effect—ask for time to review any release or settlement offer.
• If the insurer’s paperwork references deadlines, note those dates and comply; not complying can forfeit rights under the policy.

Where to get more help in Oregon

• Oregon Department of Consumer and Business Services (Insurance Division) — file a consumer complaint or get guidance: https://www.oregon.gov/dcbs/insurance/consumers/Pages/file-complaint.aspx
• Oregon Revised Statutes, chapter 746 (insurance-related unfair trade practices): https://www.oregonlegislature.gov/bills_laws/ors/Pages/ors746.aspx

Short disclaimer

This article is a general informational guide about handling claim delays or threatened claim closure in Oregon. It is not legal advice. For advice specific to your situation, consult a licensed Oregon attorney.