Disclaimer: This is general information and not legal advice. Laws change and every case is different. Consult a licensed Arizona attorney for legal advice about your situation.
Quick overview
If an insurer stops answering you or threatens to close your claim, act quickly. Do the paperwork, document everything, demand written reasons, and, if necessary, file a complaint with the Arizona Department of Insurance. These steps preserve your rights and build a record if you later need counsel or a claim for bad faith.
Detailed answer — what to do, step by step
1. Preserve and organize all evidence and communications
Keep copies of your insurance policy, claim number, claim forms, photos, repair estimates, medical bills, receipts, and any other supporting documents. Save every email and voicemail. Keep a log of every call with date, time, name of the representative, and what was said.
2. Request a written status and explain what you want in writing
Send a short, clear written letter or email to the claims adjuster and the insurer’s claims department asking for the current status, the reason for any impending closure, and the specific steps the insurer needs from you to keep the claim open. Ask for a written response within a reasonable deadline (for example, 7–14 days). Send the letter by certified mail with return receipt if you need proof of delivery.
3. Ask for a supervisor or claim administrator review
If the adjuster refuses to answer or gives only threats, request escalation. Ask for a supervisor’s name, title, phone number, and email. Make the request in writing and add that you expect a written status update.
4. Know that threatening to close without reason can be unlawful
Arizona law prohibits certain unfair claims settlement practices. If an insurer unreasonably delays, denies, or misrepresents facts or policy provisions, those actions may violate state law. See Arizona Revised Statutes § 20-461 for prohibited unfair claims practices: A.R.S. § 20-461. If the insurer’s conduct appears to be unfair, document it and consider filing a complaint with the Department of Insurance.
5. File a complaint with the Arizona Department of Insurance (DOI)
If your written requests don’t get a satisfactory response, file a complaint with the Arizona DOI. The DOI can investigate insurer practices and sometimes obtain answers or corrective action. You can start here: File an insurance complaint with the Arizona Department of Insurance.
6. Preserve legal options — consider consulting an attorney
Continuing improper handling of a claim can lead to damages beyond the underlying loss, including extra expenses and emotional distress. If the insurer refuses to respond, denies coverage without reasonable basis, or threatens closeouts without justification, consult a licensed Arizona attorney promptly to learn whether you have a bad-faith or other legal claim. Acting early helps preserve evidence and meet any court deadlines.
7. Use time-sensitive tactics if closure is imminent
- Immediately send a written “request for status” and “do not close” letter by certified mail, return receipt requested.
- Attach evidence showing you submitted required documents or explain any delay in submission and give a short deadline for response.
- If your claim involves repairs or medical treatment, keep receipts and records to show that the claim remains active.
8. If the insurer closes the claim anyway
Request a written explanation for the closure and the policy provisions the insurer relied on. If you still disagree, submit a written appeal with any new evidence, then file a DOI complaint and consult an attorney about litigation or alternative dispute resolution.
When might you have a legal claim?
Not every delay or poor communication is a legal violation. But if the insurer unreasonably delays investigation, denies coverage without a fair basis, misrepresents policy language, or refuses to respond after repeated written requests, those facts could support regulatory action or a private claim. Document everything and speak with counsel about the strength of a claim in Arizona.
Helpful hints
- Document everything: dates, names, phone numbers, and summaries of conversations.
- Send written requests and keep certified mail receipts and read receipts for email.
- Ask for reasons in writing if the carrier threatens to close your claim.
- Keep all medical and repair bills, invoices, receipts, estimates, and photos in one file.
- File with the Arizona Department of Insurance if the carrier ignores you: https://insurance.az.gov/consumers/file-complaint
- Do not miss deadlines — act quickly to preserve rights; consult a licensed Arizona attorney for legal deadlines in your case.
- Be clear and concise in your communications. State what you need and set reasonable deadlines for the insurer’s response (for example, 7–14 days).
For reference to state law on unfair claims practices, see A.R.S. § 20-461: https://www.azleg.gov/ars/20/00461.htm.
Need help preparing written requests or deciding whether to file a complaint or a lawsuit? Contact a licensed Arizona attorney to review your documents and next steps.