Detailed answer — step-by-step guidance under Missouri law

Insurance companies must handle claims reasonably. If an insurer refuses to update you or threatens to close your claim without clear basis, follow these steps right away.

1. Check your policy and note any deadlines

Read your insurance policy closely. The policy will explain required notices, deadlines for filing proofs of loss, claim-contest periods, and any appraisal or dispute-resolution clauses. Meeting those contractual timelines protects your rights even if the insurer is slow to respond.

2. Create and preserve a written record

• Write down dates, times, names of company representatives, and what was said.
• Keep copies of every email, letter, text message and voicemail (save screenshots or transcripts).
• Send a short, dated written request for an update by email and by certified mail (return receipt) to the claims office and the adjuster. Ask for a written explanation of any plan to close the claim and the legal or factual basis for that action.

3. Demand acknowledgement and a status update in writing

Ask for a clear, written status update within a short, reasonable time (for example: 7–14 days). A certified letter that requests a written response and warns you will escalate the matter is helpful evidence if you need to complain later.

4. Use contractual remedies (appraisal or internal appeal)

If your policy contains an appraisal clause or internal appeal process, follow it. Failure to use a required contract process can limit later remedies, so follow instructions exactly and keep proof you complied.

5. File a complaint with the Missouri Department of Insurance

If the insurer continues to ignore you or acts unfairly, file a consumer complaint with the Missouri Department of Commerce & Insurance. The Department can investigate possible violations of Missouri insurance laws and may contact the carrier on your behalf.

Missouri Department of Insurance consumer complaint info: https://insurance.mo.gov/consumers/complaints/.

6. Consider an Attorney — when to consult one

If the insurer denies coverage without a valid policy reason, threatens to close your claim while you are still providing required information, or you suspect unfair claim practices, speak to an attorney experienced in insurance claims. An attorney can evaluate whether you have a breach-of-contract or unfair-practices claim and can send a demand letter or file suit if needed.

Find lawyers through The Missouri Bar: https://www.mobar.org/.

7. Know the types of state enforcement available

Missouri law prohibits certain unfair insurance claim practices. The Missouri Department of Commerce & Insurance enforces the insurance code and investigates complaints. You can also consult the Missouri Attorney General’s consumer protection resources for additional help: https://ago.mo.gov/consumer-protection.

For statutory background on Missouri’s insurance regulation, see Chapter 375 of the Revised Statutes of Missouri: https://revisor.mo.gov/main/OneChapter.aspx?chapter=375.

8. Preserve evidence and avoid admissions

Do not sign releases or provide recorded statements beyond what your insurer contractually requires without consulting counsel. Keep invoices, repair estimates, photos, receipts, and correspondence. Those documents will be critical if you need to escalate.

9. If the carrier threatens to close the claim without a valid reason

• Request written notice and the specific reason for closure.
• Ask for a final deadline and what information would prevent closure.
• Provide any outstanding, requested documentation promptly and get proof of delivery.
• If the insurer closes the claim improperly, you may be able to reopen it by submitting the requested proof and filing a complaint with the Department of Insurance or by working with an attorney.

When immediate action is most important

Act fast if an insurer threatens closure while you still reasonably are collecting documents, or if the insurer has not provided a written basis for the closure. Promptly filing a Department complaint and seeking legal counsel preserves options.

Helpful Hints

• Be concise and professional in all communications. Clear records help your case.
• Send key requests by certified mail and keep the tracking receipts.
• Take dated photos and keep electronic backups of all evidence.
• Don’t give unnecessary recorded statements or sign broad releases without reviewing them first.
• If you file a complaint with the Missouri Department of Insurance, include a cover letter summarizing the timeline and attach the most important documents (policy, denied correspondence, photos, estimates).
• If cost is a concern, ask prospective attorneys if they handle first-party insurance claims on contingency or offer a free initial consultation.
• Keep copies of supplier, contractor, and medical bills. These support your damages if the claim is closed improperly.