Detailed answer — what you can do now

1. Know your basic rights

Under Wisconsin law, insurers must investigate and process covered claims in a fair, timely manner. If the insurer refuses to communicate, provides vague answers, or threatens to close a claim without a clear, legitimate reason, you have options to push back and to seek help. You are entitled to written explanations of denials and to know what information the company needs from you to continue handling the claim.

2. Document every interaction

Start a claim file immediately. For each contact with the insurer or its representatives, record the date, time, the person’s name and role, what was said, and any promise or deadline. Keep copies of all emails, letters, photos, estimates, receipts, and text messages. Documentation is the core of any complaint, appeal, or lawsuit.

3. Send a written request for status and next steps

Send a concise, professional written request to the claims adjuster and the insurer’s claims office asking for:

• a current status of your claim;
• what, if anything, the insurer says you still must provide;
• specific reasons the insurer may close the claim and the date they plan to do so; and
• a clear list of documentation the insurer needs and a deadline for receipt.

Send this by certified mail (return receipt) or by email if you can keep confirmation. Written demands create a record and often prompt a response.

4. Review your policy and any “proof of loss” requirements

Read the relevant policy language (what’s covered, what is excluded, time limits for reporting or providing proof of loss, and claims procedures). If the insurer says the claim will be closed because you failed to provide proof of loss or other documentation, verify whether the insurer’s request is valid and whether you still have a chance to supply what’s needed.

5. Use the Office of the Commissioner of Insurance (OCI)

If your insurer won’t respond or you believe it is acting unfairly, you can file a complaint with the Wisconsin Office of the Commissioner of Insurance. OCI reviews consumer complaints, investigates improper claim handling, and can mediate disputes between policyholders and insurers.

File a complaint and learn more here: OCI — File a Complaint (Wisconsin).

6. Raise the issue in writing: demand a reasoned decision

If the insurer threatens to close the claim, ask for a written decision explaining the legal and factual basis for that closure and inform them you intend to file a complaint with OCI if they do not provide adequate explanation. A reasoned decision should cite the specific policy provisions relied on and the facts forming the basis of the decision.

7. Consider alternative dispute resolution and litigation

If your claim is valid and the insurer improperly refuses to handle it, you may have legal claims (for breach of contract and, in some cases, for bad-faith claims handling). Before filing suit, many insureds try mediation or arbitration when available under the policy. If those options fail or are not available, consult a lawyer about filing a lawsuit. Do not wait too long — statutes of limitations and policy notice deadlines apply.

8. When to get an attorney

Consider hiring an attorney if:

• the insurer denies the claim without adequate explanation;
• the insurer threatens closure without giving you a chance to provide requested information;
• the insurer’s behavior suggests it is acting in bad faith; or
• the claim involves substantial damage, injury, or legal consequences.

An attorney can demand documents, negotiate a settlement, file suit, and advise about potential bad-faith claims and damages.

9. How OCI and Wisconsin law can help

OCI accepts and investigates complaints about claim handling. While OCI cannot award money like a court, it can require an insurer to correct handling errors and publicly hold insurers accountable. For statutory guidance on insurance practices, see Wisconsin’s insurance statutes, including provisions on unfair practices: Wisconsin Statutes, Chapter 628 (Insurance — Unfair Practices).

10. What if the insurer says your claim is closed without appeal?

Insurers must provide a reasoned explanation for denials. If you receive a closure or denial letter:

• Check whether the insurer offered an appeal process. Follow it and submit any requested documentation promptly.
• File a complaint with OCI if the insurer’s explanation is missing or unreasonable.
• Talk with an attorney about your contract rights and next steps, including court action if appropriate.

Helpful hints — practical steps to protect your claim

• Keep a single organized claim folder (electronic and/or physical) with dated entries for every contact.
• When you call, follow up with a short confirming email summarizing the call and any promises; ask the adjuster to confirm or correct the summary.
• Send status requests by certified mail or email with read receipts. That proof helps later if there’s a dispute.
• Ask for deadlines in writing. If an adjuster gives you a verbal deadline, request it in writing immediately.
• Be prompt in providing legitimate documentation the insurer legally may require. If you cannot meet a deadline, notify the insurer in writing and explain why and when you can comply.
• Copy OCI on persistent problems if the insurer is unresponsive. OCI may intervene or investigate patterns of poor handling.
• Photograph and preserve physical evidence (damaged property, repair estimates) and get independent estimates where possible.
• Don’t accept a quick lowball settlement if it won’t fully cover your loss—document the shortfall and ask for reconsideration in writing.
• If an adjuster threatens to close a claim, ask for the legal basis and demand the company put it in writing before you accept any action.
• If you hire a lawyer, notify the insurer in writing that all future communication should go through counsel.