Steps to Take When an Insurer Stops Communicating or Threatens to Close Your Claim

Short summary: If your insurer stops updating you or threatens to close your claim, act quickly: document everything, make written requests for status and your claim file, escalate inside the insurer, and file a complaint with the Massachusetts Division of Insurance or the Attorney General if necessary. You may also have a Chapter 93A claim or contract remedies. This article explains practical steps under Massachusetts law and where to look for help.

Detailed answer — practical, step-by-step guidance under Massachusetts law

Every insurance policy and claim is different. Below are clear, practical steps to protect your rights and increase the chance your claim is handled fairly under Massachusetts law.

1. Read your policy and note any deadlines or duties

Find the sections about your duties after a loss (notice requirements, proof of loss, cooperating with the insurer, appraisal, or arbitration). Note any time limits for filing suit or taking other steps under the policy. Many disputes are governed by your contract and by Massachusetts statutes and regulations.

2. Document everything immediately

• Keep a timeline of every communication (date, time, person spoken to, and summary).
• Save emails, letters, estimate reports, photos, and receipts.
• When someone calls you, follow up with a short written summary (email or letter) and ask them to confirm or correct your version.

3. Send a written status request and ask for the claim file

Send a concise letter or email to your adjuster and the adjuster’s supervisor asking for:

1. a current status of the claim;
2. a copy of any estimates, reports, and the claim file;
3. a written explanation if the insurer intends to close the claim or deny coverage, including the legal and factual reasons.

Send by certified mail with return receipt if you want proof of delivery. Keep a copy of your letter and the receipt.

4. Know the legal standards that protect you in Massachusetts

Massachusetts law bars unfair or deceptive insurance practices and requires insurers to deal fairly and promptly with claims. See Massachusetts General Laws Chapter 176D (unfair insurance practices) for the state’s rules on unfair claim settlement practices: https://malegislature.gov/Laws/GeneralLaws/PartI/TitleXXII/Chapter176D.

If the insurer’s conduct is unfair or deceptive, you may also have a consumer claim under Chapter 93A (Massachusetts Consumer Protection Act). See Chapter 93A: https://malegislature.gov/Laws/GeneralLaws/PartI/TitleXV/Chapter93A. Under Chapter 93A you will generally send a written demand and give the company an opportunity to resolve the claim before filing suit; that process is described in the statute and case law.

5. Escalate inside the insurer

• Ask for an adjuster supervisor or the claims manager.
• Ask whether the insurer plans to close the file and, if so, ask for that decision in writing with a clear explanation.
• Request an appeal or internal review of the run-out decision.

6. File a complaint with Massachusetts regulators

If internal escalation fails, file a complaint with the Massachusetts Division of Insurance. The Division handles consumer complaints about insurance company practices and can investigate unfair settlement practices: https://www.mass.gov/how-to/file-a-complaint-with-the-division-of-insurance. You can also contact the Massachusetts Attorney General’s Consumer Division for non-insurance consumer issues: https://www.mass.gov/how-to/file-a-consumer-complaint-or-request-help.

7. Consider a Chapter 93A demand letter before suing

If the insurer’s conduct appears unfair or deceptive, you (or your attorney) can send a written demand under Chapter 93A explaining the unfair practices and asking for relief. Often Massachusetts claimants allow the insurer 30 days to respond before filing a 93A action. See Chapter 93A for details: https://malegislature.gov/Laws/GeneralLaws/PartI/TitleXV/Chapter93A/Section9.

8. Preserve legal options and watch the statute of limitations

Insurance contract claims are generally governed by the statute of limitations for contracts. In Massachusetts, many contract claims have a six‑year limitations period; tort claims are often three years. See M.G.L. c.260, §2: https://malegislature.gov/Laws/GeneralLaws/PartII/TitleVI/Chapter260/Section2. Don’t delay so long that you lose the ability to sue.

9. Use independent experts and consider a public adjuster or attorney

• Hire a licensed public adjuster or a qualified contractor to prepare an independent estimate if the insurer’s estimate seems low.
• Consider hiring an attorney experienced in Massachusetts insurance claims if the insurer refuses to communicate, threatens file closure without fair basis, or offers an insufficient settlement.

10. If the insurer threatens to close the claim

• Request written confirmation of the threatened closure and the reason.
• Ask whether and how the claim can be reopened, and what time window (if any) exists to provide additional information.
• Do not sign broad releases or accept quick “final” payments until you fully understand the consequences.

Sample short status request (use your own words)

Here is a short template you can adapt and send by certified mail:

To: [Adjuster name/Claims Department]
Re: Claim #[your claim number]
Date: [date]

Please provide a written status update for the above claim and copies of all estimates, reports, and communications in the claim file. If you intend to close or deny the claim, please state the reason in writing and identify the policy provisions relied upon. I request this information by [date — usually 10–14 days]. Thank you.

Helpful Hints

• Follow up frequently but always in writing when possible.
• Photograph and timestamp damage and repairs. Keep receipts for repairs, hotel, or mitigation expenses.
• Don’t accept “partial” or “final” payments without confirming whether you keep rights to additional payments later.
• Keep separate files for photos, communications, estimates, and receipts.
• Be careful about posting details online about the claim or about your injuries or losses.
• If you are dealing with an adjuster for the insurer of an at-fault party (not your own insurer), timelines and rules may differ—ask an attorney if unsure.
• Ask whether your policy offers appraisal or an internal arbitration process for valuation disputes, and whether deadlines apply.

Where to get help

• Massachusetts Division of Insurance (consumer complaints and guidance): https://www.mass.gov/orgs/division-of-insurance
• How to file an insurance complaint: https://www.mass.gov/how-to/file-a-complaint-with-the-division-of-insurance
• Massachusetts Attorney General — consumer complaints: https://www.mass.gov/how-to/file-a-consumer-complaint-or-request-help

Important legal notes and limits: The Massachusetts General Laws that frequently apply to poor insurance practices include Chapter 176D (unfair insurance practices) and Chapter 93A (consumer protection). You should read those statutes or consult counsel for how they apply to your situation: Chapter 176D, Chapter 93A.

Disclaimer: This information is educational and general in nature and is not legal advice. It does not create an attorney-client relationship. For advice specific to your situation, consult a licensed Massachusetts attorney.