Detailed Answer
Insurance companies must investigate and communicate about claims in good faith. If your insurer repeatedly refuses to update you or threatens to close your claim without explanation, act promptly. Below is a clear, step‑by‑step approach under Washington law and practical steps you can take right now.
1. Understand your basic rights
Under Washington law, insurance companies are required to follow fair claims practices and may not engage in unfair or deceptive acts when handling claims. The Washington Office of the Insurance Commissioner (OIC) enforces rules and handles consumer complaints about delays, denials, or improper claim closures. For general information and how to file a complaint, see the OIC’s guidance: File a complaint with the Washington OIC. You can also read the state statute that addresses unfair insurance practices here: RCW 48.30.010.
2. Immediate actions to take
- Document everything. Note dates, times, names of people you spoke with, and the content of each communication. Keep emails, texts, letters, photos, and bills.
- Request a written status update. Send a concise, dated letter or email to your claims adjuster and the insurer’s claims department asking for the current status, the reason for any threatened closure, and any specific missing items needed to keep the claim open.
- Send the request by a verifiable method (certified mail with return receipt or email that provides delivery/read receipts) so you have proof the insurer received it.
- Follow up within the insurer’s posted response time. If the insurer gave no timeline, follow up within 7–14 days of your written request.
3. If the insurer responds with a final denial or threatens closure
Ask for the denial or closure in writing. Washington regulators expect insurers to provide meaningful explanations for denials or closures. If the insurer’s response is vague or incomplete, demand a specific explanation and cite the policy provisions they relied on.
4. Use state resources: file a complaint with the OIC
If written requests and reasonable follow‑up do not produce a clear answer, file a complaint with the Washington Office of the Insurance Commissioner. The OIC can investigate consumer complaints and may compel the insurer to respond. File online or learn more here: OIC complaint page. For general claim information and your rights, see: OIC: Claims and insurance.
5. Preserve your legal options
Filing a complaint with the OIC is not the same as filing a lawsuit. If your insurer acted in bad faith or wrongfully denied or closed a valid claim, you may have civil remedies. Washington law and case law govern insurer liability. Consult a licensed Washington attorney to review whether you have grounds for a lawsuit, including potential recovery of policy benefits, attorney fees, or other damages.
6. When to consider hiring an attorney
- The insurer refuses to provide a meaningful written explanation for closure or denial.
- Large or complex losses are involved (significant property damage, serious injury, or large dollar amounts).
- The insurer misses deadlines required by the policy or regulatory guidance.
- The insurer’s actions cause you financial hardship.
7. Sample short demand you can send
To: [Claims Department / Adjuster Name]
Date: [date]
Claim Number: [claim #]
I request a written status update on this claim and a detailed explanation for any threatened closure or denial. Please provide the specific policy provisions and factual reasons supporting that decision, and list any additional documents you require to continue processing this claim. I request your response within 10 business days.
Sincerely,
[Your name]
[Contact information]
8. Evidence to gather now
- Copy of your insurance policy declarations and relevant endorsements.
- All correspondence with the insurer (emails, letters, texts, call logs).
- Photographs, repair estimates, medical bills, invoices, and receipts.
- Police reports, contractor bids, or expert reports (if applicable).
9. Timelines and deadlines
Policies often contain notice and proof‑of‑loss deadlines. Comply with those deadlines even while disputing the insurer’s conduct. Missing a policy deadline can harm your claim. If you are unsure about a deadline, preserve and document your efforts to comply and consult an attorney.
Where to get help: Start with the Washington OIC (file a complaint) and then contact a licensed Washington attorney if the insurer continues to refuse a reasonable update or wrongfully closes your claim.
Disclaimer: This article is educational only and is not legal advice. For advice about your specific situation, consult a licensed attorney in Washington.
Helpful Hints
- Always get insurer responses in writing. Oral promises are hard to enforce.
- Keep a dedicated folder (digital or physical) for claim documents and communications.
- If an adjuster gives a deadline, ask for that deadline in writing and note whether it is internal or contractually required.
- Use certified mail with return receipt for important letters asking for status or disputing a closure.
- Filing a complaint with the OIC is free and often speeds insurer responses.
- Act quickly—preserve evidence and meet policy notice requirements to avoid forfeiting rights.
- Consider limited-scope or initial consultation with an insurance attorney to learn your options—many attorneys offer short paid consultations to evaluate claims.