Insurance Claim Delayed or Adjuster Not Responding? What to Do

If your insurance claim is delayed or your adjuster isn't responding, start by sending a written request that lists what you need and gives a reasonable reply date. If that fails, go to the adjuster's supervisor, then file a free complaint with your state insurance department.

Many states have prompt-payment and claim-handling laws that set deadlines for insurers. Knowing your state's deadlines gives you leverage. This guide walks through the escalation steps and shows real deadlines from four large states.

Why claims get delayed

Some delays have a reason. The insurer may be waiting on a document from you, an engineer's report or a contractor's estimate. After a major disaster, some states, like Texas and Florida, allow insurers extra time. Some state laws also pause deadlines while the insurer waits for information it requested from you.

Other delays have no good reason. The difference matters, so your first job is to find out what is holding up your claim.

Step 1: Find out what the insurer is waiting for

Call or email your adjuster and ask three questions:

1. What, if anything, do you still need from me?
2. What is the next step on my claim?
3. When will you make a decision?

Get the adjuster's full name, phone, email and claim number. In Florida, the adjuster who inspects your property must give you their name and state license number, and later messages must include it too (Fla. Stat. 627.70131 ↗).

If they need something from you, send it fast and keep proof. Many deadlines only start once the insurer has what it needs. In Texas, for example, the decision deadline runs from when the insurer gets "all items, statements, and forms" it required (Tex. Ins. Code s. 542.056 ↗).

Step 2: Put it in writing with a deadline

Phone calls are easy to forget. Written requests create a record.

United Policyholders, a national nonprofit for policyholders, advises: "Always put a reasonable deadline in the letter that tells the insurance company when you expect a reply" (source ↗).

A simple delay letter should include:

• Your name, policy number and claim number.
• The date of loss and the date you reported the claim.
• A short timeline of what you've sent and when.
• What you are asking for (a decision, a payment, a copy of the estimate, a callback).
• A specific reply date.
• A note that you're keeping a record of the claim.

Email works, and so does certified mail. Keep copies. After every phone call, send a short email confirming what was said.

Step 3: Escalate to a supervisor

If the adjuster still doesn't respond, ask for their supervisor or claims manager by name. United Policyholders suggests writing to "your adjusters' supervisors, their supervisors, and even the President or CEO of the insurance company" (source ↗).

Keep the tone calm and factual. Attach your earlier letter and timeline.

If your adjuster keeps changing, some states give you extra rights. In California, if the insurer assigns a third or later adjuster within six months, it must send you a written status report summarizing key decisions and disputed items (Cal. Ins. Code s. 2071 ↗).

Step 4: File a complaint with your state insurance department

If the insurer still won't act, file a complaint. It's free. The NAIC ↗ lists "unfair claim delays or denials" and "lack of timely communication" among the issues state departments can investigate.

Usually the department sends your complaint to the insurer, and the insurer must respond. A complaint can get a stalled file moving, but it can't guarantee the outcome. See our step-by-step guide to filing a complaint with your department of insurance.

Step 5: Consider outside help

• A licensed public adjuster can take over communication, document the loss and push the claim forward. Their fee is usually a percentage of the payout, which may not make sense for small claims. You can browse public adjuster firms to compare.
• An attorney is the right call if you're near a lawsuit deadline, suspect bad faith, or the insurer won't follow the law. See our guide to insurance bad faith.

State prompt-payment examples

These are examples, not a full list. Deadlines have exceptions, can be extended after disasters, and can change. Check your state's page or your insurance department. For more detail, see how long an insurance company has to pay a claim.

Texas

Under Texas Insurance Code ch. 542 ↗, an insurer generally must:

• Acknowledge your claim, start investigating and request what it needs within 15 days of notice.
• Accept or reject in writing within 15 business days after getting everything it asked for. If it needs more time, it must tell you why and decide within 45 days of that notice.
• Pay within 5 business days after agreeing to pay.

After a weather-related catastrophe or major disaster, these deadlines are extended by 15 days. An insurer that is liable for a claim and breaks these rules can owe interest and attorney's fees. The rate is 18% a year in many cases, and a lower, formula-based rate in weather-related claims covered by Chapter 542A. See our Texas page.

California

California's claims regulations require insurers to:

• Acknowledge a claim within 15 calendar days (10 CCR 2695.5 ↗).
• Respond to your communications that reasonably call for a reply within 15 calendar days (same rule).
• Accept or deny within 40 calendar days after proof of claim. If it needs more time, it must tell you in writing, and send updates every 30 days (10 CCR 2695.7 ↗).
• Pay accepted amounts within 30 calendar days.

See our California page.

Florida

For residential property claims, Fla. Stat. 627.70131 ↗ requires the insurer to:

• Acknowledge claim communications within 7 calendar days.
• Inspect the property within 30 days after receiving proof-of-loss statements, if a physical inspection is needed.
• Send you any detailed estimate within 7 days after its adjuster creates it.
• Pay or deny within 60 days after notice of an initial, reopened or supplemental claim.

Late payments generally bear interest from the date the insurer got notice of the claim. Deadlines can be extended after a declared emergency, and they pause if you don't provide requested information within 10 days. See our Florida page.

New York

New York's claims regulation requires insurers to:

• Acknowledge a claim within 15 business days, and reply to other "pertinent communications" within 15 business days (11 NYCRR 216.4 ↗).
• Accept or reject in writing within 15 business days after receiving proof of loss and requested items. If it needs more time, it must say why, then send a status letter every 90 days (11 NYCRR 216.6 ↗).
• Pay an agreed amount within 5 business days.

Keep your own deadlines too

While you push the insurer, don't miss yours. Policies often require prompt notice, proof of loss and a lawsuit within a set time. California's standard fire policy, for example, asks for a sworn proof of loss within 60 days (unless extended in writing) and generally requires suit within 12 months of the loss, or 24 months for losses tied to a declared state of emergency (s. 2071 ↗). If you're running short on time, talk to an attorney.

If your claim is large and stuck, a free review can help you see your options. Get matched with a licensed public adjuster.

This guide is general information, not legal advice. Deadlines and exceptions vary by state and policy.

Frequently asked questions

How long can an insurance company take to respond to me?

It depends on your state. California requires a reply to claim communications within 15 calendar days, New York within 15 business days, and Florida must acknowledge communications within 7 days.

What if my adjuster won't call me back?

Send a written request with a reply date, then escalate to the adjuster's supervisor. If that fails, file a complaint with your state insurance department.

Does the insurer owe interest if it pays late?

In some states. Texas and Florida both have laws that can add interest to late claim payments. Rules and rates vary.

Can an insurer extend its deadlines?

Often, yes, with notice. Texas allows up to 45 more days with an explanation, and deadlines in several states can be extended after major disasters.

Will a complaint to the state speed up my claim?

It may. The department usually forwards your complaint to the insurer and requires a response. It can't guarantee a payment amount.

When should I hire help for a delayed claim?

Consider a public adjuster for a large, stalled claim and an attorney if you suspect bad faith or a lawsuit deadline is near.