Short answer: document everything, demand a written status, use Pennsylvania’s consumer complaint process, and consider an attorney if the insurer is unreasonable or acting in bad faith

If your insurer will not give regular updates or threatens to close your claim, start by organizing clear records and sending a written demand for status. If the company still refuses to cooperate, file a complaint with the Pennsylvania Insurance Department and consider legal help. Pennsylvania law and department rules require insurers to handle claims promptly and prohibit unfair claims settlement practices; you can use the state complaint process to prompt investigation and, if needed, hire a lawyer for bad-faith or coverage disputes.

Detailed answer — step-by-step actions to take in Pennsylvania

1) Immediately document everything

Start a single claim file (digital or paper) and record:

• Policy number and claim number.
• Dates and times of all calls and contacts.
• Names and job titles of people you spoke with.
• Short summaries of each conversation and any promises made.
• Copies of all emails, letters, estimates, receipts, photos, and inspection reports.

2) Review your policy and the insurer’s obligations

Read your policy’s sections on notice, proof of loss, time limits, and the insurer’s duties. Many disputes arise from missed deadlines or misunderstandings about covered items. The insurer’s internal claim-handling procedures and Pennsylvania consumer guidance require timely investigation and communication.

3) Make a written demand for status and to keep the claim open

Send a concise letter or email to the claims adjuster and to the insurer’s claim department. Say you want: (1) a written confirmation the claim remains open, (2) the current status and what remains to be done, and (3) expected timeframes. Send the letter by certified mail (return receipt) or email with delivery/read receipt so you have proof.

4) Use the Pennsylvania Insurance Department complaint process

If the insurer does not respond or issues improper threats to close, file a consumer complaint with the Pennsylvania Insurance Department. The Department can investigate unfair claim handling and may request the insurer to explain delays. To file a complaint or learn more, visit the PA Insurance Department consumer complaint page: https://www.insurance.pa.gov/Consumers/Pages/File-a-Complaint.aspx.

5) Ask for escalation inside the company

Request that your file be escalated to a supervisor, a regional claim manager, or the company’s internal ombudsman or consumer affairs unit. Keep notes of escalation requests and any new contact names.

6) Preserve your remedies and consider legal help

If the insurer improperly denies benefits, intentionally delays, or threatens closure without a reasonable basis, you may have a claim for bad faith or breach of contract under Pennsylvania law. Pennsylvania courts recognize first-party bad-faith claims where an insurer denies or delays payment without a reasonable basis and with reckless or intentional disregard for the policyholder’s rights. These cases are fact-specific; consult a Pennsylvania attorney experienced in insurance claims if:

• The insurer refuses to pay a covered loss or threatens closure without a clear reason.
• There are significant unpaid damages or ongoing loss of use.
• The insurer’s conduct shows repeated or final refusals despite proof.

7) Consider alternative dispute resolution

Some policies include appraisal or alternative dispute resolution clauses (mediation or arbitration). If your policy includes appraisal for property damage, that can be a quicker way to resolve a coverage amount dispute. Read the policy carefully and ask the insurer to explain dispute-resolution options in writing.

8) Timing—don’t wait too long

Statutes of limitations and policy time limits can bar claims if you delay. Preserve evidence and act promptly to avoid losing legal rights. If the insurer suggests it will close the file, document the warning and send a written response asking for the specific reason and immediate re-opening conditions.

9) Use a short sample status-demand letter (editable)

[Your name]
[Your address]
[Policy # / Claim #]

[Date]

To: [Insurer name and claims department]

Re: Request for written status and confirmation claim remains open

Please provide written confirmation that claim number [#] under policy [#] remains open and in active handling. Provide a status update listing (1) what steps the insurer has completed, (2) what remains to be done, and (3) expected dates for completion. If you plan to close this claim, state the specific basis for closure in writing and cite the policy provisions relied on.

I request a written response within 14 days. Please send the response to the address above and to my email at [your email].

Sincerely,
[Your name]
    

10) When to hire an attorney

Contact a Pennsylvania insurance attorney if:

• Damages are large or you face financial hardship from denied or delayed benefits.
• The insurer’s responses are evasive, contradictory, or clearly unreasonable.
• You want a lawyer to prepare a demand letter, preserve evidence, or file suit for breach of contract or bad faith.

How Pennsylvania can help — state resources and protections

The Pennsylvania Insurance Department regulates insurers and handles consumer complaints about delay, denial, and threatening conduct. File a complaint online or by mail and attach supporting documents. Department staff can ask the insurer to explain its handling and may open an investigation if patterns of unfair practice are apparent. Start here: File a complaint with the Pennsylvania Insurance Department.

For general information about consumer protections and insurance, visit the Department main consumer page: https://www.insurance.pa.gov/Consumers/Pages/default.aspx.

Helpful hints

• Always get denials, closure notices, and status updates in writing. Oral promises are hard to prove.
• Keep a single organized file with everything related to the claim.
• Ask the insurer for expected timeframes and hold them to those timelines by following up in writing if they pass.
• Use certified mail or secure email for important communications so you have delivery proof.
• File a state complaint early if you see unreasonable delay—state investigators can often speed a response.
• Check your policy for deadlines (notice, proof of loss, suit limitation) and calendar them immediately.
• If the insurer mentions closing the claim, request a clear written reason and the exact evidence or action needed to reopen it.
• Consider a limited-scope consultation with an insurance attorney to learn whether delay or refusal rises to bad faith in Pennsylvania.