Detailed answer — what to expect and why timelines vary

What you can expect after sending a demand depends on several things: liability strength, the documents you included, whether multiple parties or insurers must be contacted, medical-record or repair-cost delays, policy issues, and whether the demand invokes Massachusetts’ consumer-protection rules (Chapter 93A).

Key legal backdrop

• Chapter 93A: If your demand is a pre-suit Chapter 93A demand, Massachusetts law requires that you give the target of the demand at least 30 days to respond before filing an action under Chapter 93A. See M.G.L. c. 93A, § 11: malegislature.gov — c.93A, §11.
• Insurance rules and unfair practices: Insurers in Massachusetts must follow laws that forbid unfair or deceptive practices in the business of insurance (see M.G.L. c. 176D): malegislature.gov — c.176D. If the insurer unreasonably delays, you may have regulatory or statutory remedies.
• Statutes of limitations and deadlines: Don’t lose sight of filing deadlines for court claims. Many personal-injury and property-damage claims in Massachusetts have a three-year statute of limitations. See M.G.L. c. 260 (statutes of limitations): malegislature.gov — c.260.

Typical practical timeline (common scenarios)

1. Immediate acknowledgement (7–14 days): Most insurers send a receipt or acknowledgment within a week or two after they receive the demand.
2. Investigation period (2–6 weeks): The insurer reviews the demand, requests additional records (medical records, repair estimates), may inspect property or vehicles, and checks policy coverage.
3. Initial substantive response or offer (30–60 days): When liability and damages are reasonably clear and the insurer has what it needs, you can often expect an initial offer within 30–60 days of the demand. If the insurer agrees the claim is covered and the proof of loss is clear, response times tend to be faster.
4. Extended review (60–90+ days): If liability is disputed, multiple insurers or parties are involved, or the insurer needs time to consult experts, the process can take 90 days or more.
5. Negotiation phase (weeks to months): Once an initial offer arrives, negotiations can add several weeks or months depending on how far apart the parties’ valuations are.

When the insurer fails to respond or unreasonably delays

If you sent a Chapter 93A demand and received no response within the 30‑day window, you can consult an attorney about filing suit under Chapter 93A. If the insurer’s delay or refusal is unfair or deceptive, you may have additional remedies under M.G.L. c. 176D. You may also file a consumer complaint with the Massachusetts Division of Insurance: mass.gov — Division of Insurance.

Hypothetical example (body‑injury claim)

Suppose you send a detailed demand on behalf of an injured occupant including a medical chronology and clear liability evidence. The insurer usually acknowledges in a week, requests outstanding medical records within 10–21 days, completes its investigation in 3–6 weeks, and often issues an initial offer within 30–60 days. If the insurer disputes fault or waits for future medical opinions, the timeline lengthens.

How to speed the process and protect your position

There is no guaranteed way to force an immediate offer, but you can take steps to shorten delays and preserve remedies:

• Send a clear, well-documented demand. Include a concise statement of liability, a damage calculation, supporting bills and reports, and a specific monetary demand and deadline (commonly 30 days).
• Mail the demand by a trackable method (certified mail with return receipt or similar) and keep proof of delivery.
• Respond quickly to insurer requests for records or authorizations.
• Keep a written log of all communications and dates.
• If the insurer misses a Chapter 93A response window or offers an unreasonably low amount, consider consulting an attorney promptly to evaluate next steps.

Helpful hints

• Assume a 30‑day window after your demand is reasonable; many insurers will respond in that time if the file is straightforward.
• Include a clear deadline in the demand (e.g., 30 days) and send by certified mail to prove receipt.
• Attach or summarize key documents (medical records, estimates, police reports). The fewer records missing, the quicker the insurer can decide.
• Track all follow‑ups in writing; follow up by phone and confirm key points by email.
• If the insurer delays or denies coverage, consider filing a complaint with the Massachusetts Division of Insurance: mass.gov — Division of Insurance.
• Watch the statute of limitations for your claim and consider consulting an attorney well before that deadline: see M.G.L. c. 260 (limitations): malegislature.gov — c.260.
• If you plan to use a Chapter 93A demand, remember the 30‑day pre‑suit window required by the statute: malegislature.gov — c.93A, §11.