Detailed Answer — Your rights and steps under Maine law
If an insurance company stops answering your calls, refuses to update you, or threatens to close your claim, you have practical steps and legal options under Maine law to protect your interests. This article explains what you should do, how to document the problem, where to report the insurer, and when to consider getting legal help. This is general information and not legal advice.
What insurers must do and what may be unlawful
Maine regulates insurers and requires reasonable claims handling. The Maine Bureau of Insurance enforces the state insurance laws in Title 24‑A of the Maine Revised Statutes. Insurers are expected to investigate claims promptly, communicate with claimants, and avoid unfair claim settlement practices. If an insurer unreasonably delays, fails to communicate, or threatens to close a claim without a legitimate basis, that conduct may violate Maine’s insurance laws and the Bureau’s rules.
For state law and regulatory authority, review Maine’s insurance statutes and the Bureau of Insurance consumer pages:
Maine Revised Statutes, Title 24‑A (Insurance) and
Maine Bureau of Insurance – Consumer Information.
Immediate, practical steps to take now
- Gather and preserve everything. Save all policy documents, claim numbers, emails, letters, voicemail messages (if possible), adjuster names, and notes from every phone call (date, time, who you spoke with, and what was said).
- Send a written request for status. If you’ve only communicated by phone, send a concise written letter or email to the claims office and to any adjuster assigned to your file asking for a written status update and the insurer’s plan for resolving the claim. Request a response by a specific date (for example, within 10 business days).
- Use certified mail when appropriate. If the insurer is unresponsive, send the written request by certified mail with return receipt so you have proof they received it.
- Keep a timeline. Track every attempt to contact the insurer and every response (or nonresponse). A clear timeline helps prove unreasonable delay or failure to communicate later.
- Read your policy for deadlines. Some policies require you to provide particular notices or file suit within specific time limits. Note those deadlines so you don’t lose rights while you pursue administrative or complaint options.
How to respond to a threat to close your claim
If the insurer threatens closure, ask for that threat in writing and for a clear explanation of the reason and any steps you can take to prevent closure (for example, providing missing documents or scheduling an inspection). If the insurer already has what it needs, demand a written explanation of the decision-making timeline and legal basis for closing.
Do not accept an unexpected “closure” without documentation. If the insurer closes a claim without notifying you properly or without a reasonable investigation, that can create grounds for a complaint and possibly a legal claim for breach of contract or bad-faith handling.
When to file a complaint with the Maine Bureau of Insurance
If direct written requests do not produce a timely, reasonable response, file a complaint with the Maine Bureau of Insurance. The Bureau can investigate insurer practices, require producers and companies to respond, and may impose penalties for violations. Provide the Bureau with copies of your policy, claim number, correspondence, and a clear timeline of events.
Start here for consumer help from the state:
- Maine Bureau of Insurance home (consumer resources and contact information)
When to consider hiring an attorney
Contact a lawyer if the insurer:
- Refuses to communicate after repeated written requests;
- Threatens closure without explanation or evidence of investigation;
- Unreasonably delays payment or denies valid coverage;
- Makes a low settlement offer without justification; or
- You are close to policy or statutory deadlines and need to protect rights.
An attorney can demand a response, negotiate, file a lawsuit for breach of contract or bad-faith handling, and advise you about preserving claims against the insurer. If you retain counsel, tell the insurer immediately and provide the attorney’s contact information in writing.
Possible legal remedies
Depending on the facts, remedies may include:
- Administrative enforcement by the Maine Bureau of Insurance;
- Payment of the claim amount if coverage applies;
- Damages for breach of contract;
- Bad-faith damages or other statutory remedies (where applicable); and
- Recovery of attorney fees if allowed by law or the policy.
Because remedies and time limits vary by claim type and policy, speak with an attorney to evaluate your options promptly.
Sample short status request you can send to your insurer
Subject: Request for written status and claim contact — Claim #: [your claim number]
Dear Claims Department,
I am writing to request a written status update on claim number [your claim number]. Please provide the current status, any outstanding items you need from me, and the planned timeline for resolution. Please respond in writing within 10 business days. If I do not receive a timely response I will file a complaint with the Maine Bureau of Insurance and consider other remedies.
Sincerely,
[Your name and contact information]
Key Maine resources
- Maine Revised Statutes — Title 24‑A (Insurance)
- Maine Bureau of Insurance (consumer information and complaint filing)
Helpful Hints
- Always follow up phone calls with a short written note confirming the call and what was said.
- Keep copies of everything. Digital photos of mailed documents and scanned paperwork help preserve records.
- Ask for every communication in writing. Insurers that only speak by phone can be harder to hold accountable.
- Don’t sign a final release or settlement until you understand what it covers. A full release can bar future claims related to the same incident.
- Check your policy for required notice provisions and deadlines. Missing a contractual notice requirement may limit your rights.
- File a complaint with the Bureau of Insurance early if the insurer is unresponsive; state regulators can often get the company to act.
- If you hire a lawyer, inform the insurer in writing that your attorney will handle future communications.
- Act promptly — administrative and court filing deadlines can run while you wait for the insurer to respond.