Detailed answer

If your insurer in Michigan refuses to update you on a claim or threatens to close it, act quickly and methodically. Insurers have duties under Michigan law and administrative rules to handle claims promptly and fairly. Below are clear steps to protect your rights, preserve evidence, and escalate the matter if needed.

1. Stay calm and document everything

Begin by creating a written timeline of every contact about the claim: dates, times, people spoken with, what was said, and any document or file numbers. Keep copies of all emails, letters, text messages, photos, estimates, receipts and the policy declaration page. If you speak by phone, follow up with a confirming email or letter summarizing the conversation.

2. Review your insurance policy

Look for sections on duties after loss, proof of loss, notice and cooperation, time limits for filing suit, and any required forms. The policy controls what the insurer must do and what you must do to keep the claim alive.

3. Request a written status and preserve the claim

Send a short, documented written request for a status update and for any action that could close the claim to be delayed while you cure any deficiency. Include the claim number, date of loss, and a clear request: for example, “Please provide a written status update and any specific basis for closing this claim. If you intend to close, please delay closure until 30 days after your written response to allow me to respond.” Send by certified mail (return receipt) or email if the insurer accepts it, and keep the receipt.

4. Ask for the claim file and a written reason for any closure

Michigan insureds can request information from their insurer’s claim file. If the company threatens to close, ask in writing for the specific reasons, the policy provisions relied on, and the investigative materials (photos, estimates, third-party reports). A written explanation gives you evidence if you later complain or sue.

5. Cite Michigan unfair-claim practices and administrative oversight

Michigan law prohibits certain unfair claim settlement practices. While the law is complex, one key provision lists insurer conduct that can be unlawful, such as failing to acknowledge communications, refusing to pay without a reasonable investigation, or not promptly providing a reasonable explanation of the basis in the policy for denial. See the Michigan Insurance Code provision on unfair claim settlement practices: MCL § 500.2006. If your insurer’s conduct looks like one of these items, note that in your correspondence and consider reporting it.

6. File a complaint with Michigan’s insurance regulator (DIFS)

If informal steps don’t work, file a complaint with the Michigan Department of Insurance and Financial Services (DIFS). DIFS investigates consumer complaints and can often get the insurer to respond or explain its actions. File online or by mail; include the claim number, policy number, copies of your documentation, and a concise chronology. DIFS consumer information and complaint filing: Michigan DIFS – Consumers.

7. Consider sending a demand letter or speaking with an attorney

If the insurer improperly refuses communication or threatens closure without proper basis, a short demand letter from you or a lawyer can prompt action. If the insurer has acted in bad faith — unreasonable delay, refusal to investigate, or denial without a reasonable basis — you may have a claim against the insurer. For help finding an attorney, consider the State Bar of Michigan’s lawyer referral resources: State Bar of Michigan — Find a Lawyer.

8. Know your enforcement and litigation options

DIFS can investigate and mediate certain complaints but does not replace a private lawsuit. If you have a valid claim that the insurer breached the contract or acted in bad faith, you may pursue a civil action. Be mindful of any deadlines in your policy and state law—for example, statutes of limitations or time-to-sue clauses in the policy. If you intend to sue, preserve all records and communications; do not dispose of damaged property or evidence until advised by counsel.

9. Practical checklist to slow or stop a threatened closure

• Send a written request for status and extension of any closing deadline (certified mail).
• Demand a written explanation and provide any missing documentation immediately.
• Request the claim file and copies of investigative reports.
• File a DIFS complaint if the insurer is unresponsive or appears to be using unfair claim practices.
• Consult an attorney if the insurer’s behavior causes you loss or if you receive an unsupported denial.

Following these steps helps preserve legal options and often motivates the insurer to act appropriately.

Relevant Michigan law and resources

• MCL § 500.2006 — unfair claims settlement practices (Michigan Insurance Code): https://www.legislature.mi.gov/mileg.aspx?page=getObject&objectName=mcl-500-2006
• Michigan Department of Insurance and Financial Services (consumer help & complaints): https://www.michigan.gov/difs
• State Bar of Michigan — consumer resources and lawyer referral: https://www.michbar.org/public/consumer

Note: Insurance disputes can involve complex factual and legal issues. If the insurer’s refusal to update or threat to close the claim risks financial loss, talk to an attorney promptly.

Disclaimer: This article is for informational purposes only and is not legal advice. It does not create an attorney–client relationship. For advice about your specific situation, consult a qualified attorney licensed in Michigan.

Helpful Hints

• Always follow up phone calls with an email or letter summarizing what was discussed and send it to the insurer’s claim representative and supervisor.
• Use certified mail with return receipt when sending important notices so you have proof the insurer received them.
• Keep two organized copies of everything: one physical folder and one backup digital folder (scans/photos).
• When you ask for the claim file or investigative reports, be specific (dates, authors, report types) to avoid partial responses.
• If the insurer cites a missing document, respond immediately and confirm receipt in writing.
• Don’t abandon damaged property before getting instructions—preserve evidence unless safety or public health requires disposal.
• If your losses are time-sensitive (temporary housing, vehicle repairs), document the financial impact of any insurer delay; this can support a bad-faith claim later.
• Keep communications professional and stick to facts—clear, concise records are stronger in a complaint or lawsuit.
• File a DIFS complaint early if you can’t get answers; DIFS mediation or intervention often speeds resolution.