• Increase Text Icon
  • Decrease Text Icon
  • Email Icon
  • Printer Icon
You are here: 

Texas Department of Insurance Compact with Texans

en Español    

Customer Service Principles

At the Texas Department of Insurance (TDI), we recognize our responsibilities to both consumers and the insurance industry.  We work to fulfill our legislative mandate to regulate the insurance industry while protecting the people and businesses that are served by insurance.  We pledge to provide high quality service to all our customers. 

TDI strives for excellent customer service through our professional attitude, competence, and efficiency.  As a customer of TDI, you can expect us to:

  • treat you with courtesy and respect
  • be fair, ethical, and professional
  • provide timely and responsive service
  • give you clear, accurate, and consistent information
  • follow through on our commitments
  • strive for continuous improvement in all of our services.     

Agency-wide Customer Service Standards

In our efforts to provide quality customer service, our standard is to respond to telephone communications, correspondence, and e-mail as soon as possible. We respond to requests for public information in accordance with the Texas Public Information Act. When the information you have requested is clearly open to the public, TDI will provide the information as soon as reasonably possible and without delay.

You can contact the Texas Department of Insurance and the Division of Workers' Compensation in person, by writing, by telephone, or through our website.     

Contacting TDI

TDI Contacts
Contact Method Contact Information
TDI Physical Location: 333 Guadalupe, Austin, Texas   78701
DWC Physical Location: 7551 Metro Center Drive, Suite 100, Austin, TX   78744-1645
Mail Letters to: P.O. Box 149104 , Austin, Texas   78714-9104
Agency Switchboard: 1-800-578-4677 and in Austin, 463-6169
DWC Switchboard: 1-800-372-7713 and in Austin, 804-4000
Relay Texas: 1-800-735-2989
E-mail: MediaRelations@tdi.texas.gov
Web site: www.tdi.texas.gov

Helpful TDI Contacts

TDI also maintains several toll-free numbers to provide information on specific services.  Below is a list of toll-free and other important TDI numbers.  

TDI Toll-Free Telephone Numbers
TDI Contact Toll-Free Number
Consumer Help Line/Customer Assistance 
(multi-lingual)
1-800-252-3439, in Austin 463-6515
DWC Injured Employee Hot Line 1-800-252-7031, in Austin 933-1899
CompConnection for Health Care Providers 1-800-372-7713, in Austin 804-4000 option 3
TXCOMP Help Line 1-800-489-2667
Insurance Fraud Hot Line 1-888-327-8818
Arson Hot Line 1-877-4-FIRE-45   (1-877-434-7345)  
Workplace Safety/OSHCON 1-800-687-7080
Safety Violations Hotline 1-800-452-9595
Office of Injured Employee Counsel 1-866-EZE-OIEC (393-6432)
Helpinsure.com 1-866-695-6873
Windstorm Inspections 1-800-248-6032
Publications Order Line 1-800-599-SHOP   (1-800-599-7467)
TDI Job Line 1-800-952-7099, in Austin 463-6170


Other Important TDI Numbers
TDI Contact Other TDI Numbers
Agent Licensing 1-512-322-3503
Company Licensing 1-512-322-3507
State Fire Marshal's Office 1-512-305-7900
Internal Audit 1-512-475-2990
Open Records 1-512-475-1757
Media Relations Office 1-512-463-6425

For additional telephone numbers, visit our website at www.tdi.texas.gov/general/keytel.html. Customers may also contact TDI divisions via email. A list of TDI e-mail addresses can be found on our website at www.tdi.texas.gov/general/email.html   

Services Offered

Our agency's functions and services are aimed at regulating insurers fairly and protecting consumers.  Services include:

  • assisting and educating consumers and the public
  • resolving insurance-related complaints
  • conducting windstorm inspections
  • licensing insurance agents/agencies and adjusters
  • licensing insurance companies and HMOs
  • certifying utilization review agents (URAs), independent review organizations (IROs), workers' compensation networks and assigning requests to IROs
  • registering viatical and life settlement entities
  • financial monitoring and intervention
  • assuring fair and efficient regulation
  • enforcing insurance laws
  • combating insurance fraud
  • fire prevention, fire safety, and fire industry regulation, and
  • regulating and administering the Texas workers' compensation system and preventing occupational injuries and illnesses.      
Assisting and Educating Consumers and the Public

Information Assistance

If you need information about insurance, insurance companies, or agents, call toll-free at 1-800-252-3439 or visit our website at www.tdi.texas.gov. TDI staff is available to answer your questions on our toll-free line from 8 a.m. to 5 p.m. Central Time, Monday through Friday.

We assist non-English speakers through Spanish-speaking operators, automated telephone service messages and instructions in Spanish, and use of the Language Line. Service for the hearing- or speech-impaired is provided through Relay Texas at 1-800-735-2989.

Consumer Publications

We offer publications on various types of insurance topics that can help you understand insurance and obtain the best value for your insurance dollar.  To order any of our free publications, call the toll-free 24-hour Publications Order Line at 1-800-599-SHOP (7467).  For instant access, visit our website at www.tdi.texas.gov/pubs/tdipubs1/index.html.

Workers' Compensation Public Outreach

The TDI Division of Workers' Compensation (DWC) offers several opportunities to educate system participants on the workers' compensation system, including Brown Bag Education Sessions at field offices throughout Texas; Basic Workers’ Compensation for Employers and Basic Workers’ Compensation for Medical Office Staff seminars across the state; annual Texas Workers’ Compensation Educational Conferences; and other training courses and seminars. Contact your local field office or go to DWC’s Events Calendar for times, topics and locations.

Workers’ Compensation Health Care Provider Assistance

The TDI Division of Workers' Compensation (DWC) offers several resources for health care providers who treat or examine injured employees in the workers’ compensation system to help them understand their roles and responsibilities.  Resources include onsite consultations and training on treatment and billing guidelines; training seminars and web meetings; assistance via email; and a toll-free help line, the CompConnection for Health Care Providers.  For more information about these services, please call CompConnection for Health Care Providers at 1-800-372-7713 and in Austin, 512-804-4000, option 3, or visit our website at http://www.tdi.texas.gov/wc/hcprovider/compconnection.html.

Occupational Safety and Health Assistance

The Division of Workers' Compensation (DWC) provides programs and services to educate Texas employees and employers on safe work practices and the prevention of occupational injuries and illnesses.  Programs include free safety and health consultations to help employers identify workplace hazards and comply with federal Occupational Safety and Health Administration (OSHA) safety regulations; free safety training audiovisual loans; free safety training materials and publications; affordable regional safety training seminars and customized onsite company training; and occupational injury, illness, and fatality data analysis.  DWC also administers the Safety Violations Hotline, which takes reports of safety violations and works with employers and workers' compensation insurance carriers to eliminate hazardous working conditions.

For information about workplace safety resources, please call 1-800-687-7080 or visit our website at http://www.tdi.texas.gov/wc/safety/index.html. 

Return-To-Work Program

The Division of Workers' Compensation offers individual consultations, workshops, seminars, training, and an employer resource guide, “Developing Effective Return to Work Practices” to help employers develop their own return to work procedures. Material presented during seminars, consultations, or training, covers development and implementation of effective return to work practices and includes discussions of difficult issues faced by employers. More information about the Return-to-Work Program can be located online at http://www.tdi.texas.gov/wc/rtw/index.html

TexasHealthOptions.com

Visit www.texashealthoptions.com to learn more about health coverage options in Texas. TexasHealthOptions.com is a "one-stop" resource to help you find health coverage for you and your family.

Helpinsure.com

If you are having trouble finding personal automobile, residential property or various commercial lines of insurance, log on to our website at www.helpinsure.com or call us toll-free at 1-866-695-6873.  Helpinsure.com is a free and secure service to help Texans shop for personal automobile, residential property or various commercial lines of insurance.  On the website you can sign up through the Market Connection feature to make your information available to carriers currently providing personal automobile, residential property or various commercial insurance in Texas or review a list of current providers offering these coverages in Texas. You can also compare sample rates and policy provisions for personal automobile and residential property coverage. Visit our learning center to read more about personal automobile, residential property and various commercial insurance and the Texas insurance market.

Open Records

All agency information is public unless it is confidential by law or falls within an exception to the Public Information Act.  To obtain public information, direct your request in writing to the Agency Counsel Section of TDI’s Legal and Regulatory Affairs Program. You may submit the request by mail (see address in "Contacting TDI" section), fax 512-475-1772 or e-mail AgencyCounsel@tdi.texas.gov.  If you have questions, call 512-475-1757 or visit our website at http://www.tdi.texas.gov/commish/legal/lcoprc1i.html.      

Resolving Insurance Complaints

If you have questions about an insurance-related complaint, call toll-free to 1-800-252-3439 or go online to see “Helping You with Your Insurance Complaint” at http://www.tdi.texas.gov/pubs/consumer/cb003.html

If you would like to file a complaint, you may do so by sending a written complaint to the Consumer Protection Program, P.O. Box 149104, Austin, Texas 78714-9104, or submit a complaint online at http://www.tdi.texas.gov/consumer/complfrm.html

On average, the resolution process takes six weeks from the day we receive the written complaint.     

Conducting Windstorm Inspections

Homeowners living in coastal regions of Texas may qualify for windstorm and hail insurance from the Texas Windstorm Insurance Association by meeting special property inspection requirements. Consumers who would like to schedule inspections and engineers interested in becoming qualified windstorm inspectors may call toll-free to 1-800-248-6032 or visit our website at http://www.tdi.texas.gov/wind/index.html   

Licensing of Insurance Agents/Agencies and Adjusters

If you are seeking a license to become an agent/agency or adjuster, or want information about the status of your license, contact our Agents Licensing Division at 512-322-3503 or visit our website at www.tdi.texas.gov/licensing/agent, which provides links to application forms for licenses that do not require an examination. Applications for licenses requiring an examination can be obtained from our testing vendor, Pearson Vue, either online from their website at http://www.pearsonvue.com/tx/insurance/ or by calling their toll-free number 1-888-754-7667

It is now possible to renew agent or adjuster licenses online through the state’s central website, Texas.gov.  For this option, visit www.texas.gov/NASApp/tdi/TdiARManager.

Calling Agents Licensing Division’s Customer Assistance section at 512-322-3503 will connect you to an Interactive Voice Response (IVR) system, an advanced telephone system designed to enhance customer service.  You are also able to transfer to a customer service representative between 8 a.m. and 5 p.m. Central Time by pressing zero (0).  The IVR system is available 24 hours a day, seven days a week.

A caller can access information on the status of licenses and appointments, and obtain information on letters of certifications issued.  The system also allows callers to request duplicate renewal applications and license certificates and obtain instructions for ordering forms. 

Our target for issuing a license is 15 days after receiving your application.     

Licensing of Companies and Related Entities

Insurance Company and HMO Licensing and Insurance Company Incorporation

If you are an insurance company, HMO, or other risk-bearing entity seeking a license or certificate of authority (COA) to do insurance-related business in Texas, contact our Company Licensing and Registration Division at 512-322-3507.  An insurer or HMO can expect a completed license application to be processed within 90 days.  For more information and required forms for application, licensure or incorporation, visit TDI’s website at www.tdi.texas.gov/licensing/company/index.html 

Utilization Review Agents, Independent Review Organizations, and Workers’ Compensation Health Care Network Certification

Unless exempt by our statutes, all persons or entities serving as utilization review agents, independent review organizations, or workers’ compensation health care networks must be certified with TDI.  Visit TDI’s website to obtain:

  • forms for certification
  • a listing of applicable laws
  • forms to be used by URAs for reporting to TDI
  • forms to request a review by an IRO
  • a listing of certified networks, and
  • other related forms and information.

You can verify URA and IRO certification on our website at www.tdi.texas.gov/company/indexlh.html or learn more about workers' compensation networks on our website at http://www.tdi.texas.gov/wc/wcnet/index.html.

Viatical and Life Settlement Providers Registration

TDI is required to register viatical and life settlement providers, brokers and provider representatives, review forms utilized by such persons, and collect data related to this business.  Viatical settlements are contracts under which persons with catastrophic or life-threatening illness sell all or part of their life insurance policies for cash.  Life settlements are contracts where persons who do not have a catastrophic or life-threatening illnesses, sell all or part of their life insurance policy for cash.  If you wish to seek registration to do viatical or life settlements business in Texas, contact our Company Licensing and Registration Division at 512-322-3507.  For a list of registered entities and persons, application for registration, required disclosures, reporting forms and other related information, visit TDI's website at http://www.tdi.texas.gov/life/viaintro.html   

Financial Monitoring and Intervention

TDI's Financial analysts review statements filed by insurers and HMOs.  Additionally, TDI periodically conducts on-site financial, actuarial, and market conduct examinations of insurers and HMOs.  If necessary for protection of policyholders, TDI has the authority to intervene in a company’s operations.  If the insurance company or HMO ultimately fails, it may be placed into liquidation by a court.  The Commissioner of Insurance, as statutory receiver, will generally appoint a Special Deputy Receiver (SDR) to marshal the failed company's assets and arrange for payment of legitimate claims. 

To view basic financial information for companies conducting business in Texas, please visit our website at https://apps.tdi.state.tx.us/pcci/pcci_search.jsp

If you are a company and have questions about the examination process, please contact TDI's Financial Analysis and Examinations section at 512-322-5038. 

If you are a policy holder or claimant of a failed company, please read TDI's publication "If My Insurance Company Fails," online at http://www.tdi.texas.gov/pubs/consumer/cb006.html.

For information about TDI's SDR contracting program, call 512-322-3463 or visit our website at http://www.tdi.texas.gov/licensing/company/sdrcontractadmn.html.      

Assuring Fair and Efficient Regulation

We strive to perform our regulatory functions in a consistent and timely manner and to provide clear guidance for companies to meet regulatory requirements. 

Required Financial Regulation Filings

Various statutes and regulations require companies to file information with TDI regarding their financial condition and to file applications for items requiring regulatory approval.  We have developed a guide called "Filing Smart" to assist in making the filing process as efficient as possible.  For specific details on filings, please visit our website at http://www.tdi.texas.gov/financial/indexsmart.html. 

Required Property and Casualty Form and Rate Filings

The "Filings Made Easy" guide and the "Filing Review Requirement Checklists" provide assistance to filers regarding rule, rate, and form filings.  The guide includes the required filing transmittal form and instructions for each line of insurance.  For copies of these publications, please visit our website at http://www.tdi.texas.gov/pubs/pc/rspceasy.html and http://www.tdi.texas.gov/commercial/pcckindx.html, respectively.  Additionally, TDI participates in the electronic filing system SERFF (System for Electronic Rate and Form Filing) to expedite the form review process.

Required Life, Health, HMO, Annuities, and Non-Profit Prepaid Legal Filings

Various statutes and TDI regulations require companies to file with TDI policies, certificates, rates, HMO evidences of coverage, and related forms and documents that will be issued in Texas.  Some of these forms, rates, and documents require review and approval prior to use.  To assist companies in filing these forms and documents, assure compliance, and expedite the review process, we have developed numerous checklists, product resource guides, and other informational materials which can be found on TDI's website at http://www.tdi.texas.gov/forms/form10.html. To offer additional flexibility in filing forms, TDI accepts electronic filings for all life and health and annuity products through SERFF, and annuity products through the Multi-State Review (MSR) process, which is a joint initiative with California, Florida, Georgia, Louisiana, Nevada, and Washington, DC.      

Enforcing Insurance Laws

TDI has authority to initiate administrative, civil, and/or criminal action against companies, agents, HMOs, health care providers, injured employees, employers, and other entities that engage in fraud, misrepresentation, or other illegal practices.  Enforcement actions are often performed in response to consumer complaints or other allegations that an entity or individual is violating applicable laws and regulations.  Contact our Consumer Protection Program toll-free at 1-800-252-3439 to report a complaint of an alleged violation.  

Administrative Regulatory Enforcement

For administrative or civil matters, the Enforcement Program investigates allegations of illegal activities and takes enforcement action. 

Market Conduct

TDI’s Financial Program conducts on-site market conduct examinations of insurance companies, HMOs, and other insurance-related entities.  The Texas Insurance Code provides that examination work papers and reports and any information obtained during the course of an examination are confidential and are not subject to disclosure under the open records law and its subsequent amendments.  

Combating Insurance Fraud

TDI’s Fraud Unit enforces laws relating to fraudulent insurance acts.  To report fraud, call toll-free at 1-888-327-8818, or visit our website at http://www.tdi.texas.gov/fraud/index.html.  Our Fraud Unit works with other law enforcement agencies and state and federal prosecutors to pursue criminal prosecution of fraudulent insurance activity.  Fraudulent insurance acts are violations of penal laws that are: committed or attempted while engaging in the business of insurance, committed or attempted as part of or in support of an insurance transaction, or part of an attempt to defraud an insurer.  Texas Insurance Code ยง701.001.  The statute of limitations of specific offenses plays a key role in the timelines of completing investigations.  The Fraud Unit acknowledges receipt of reports of fraud within seven working days and updates the complainant at quarterly (90 day) intervals.      

Fire Prevention, Fire Safety and Fire Industry Regulation

The State Fire Marshal’s Office (SFMO) protects the lives and property of the citizens of Texas against fire and related hazards through direct action and coordination with the public safety community. In addition to staff located in the headquarters office, the SFMO deploys field staff throughout the state, permitting rapid response for investigations and inspections. 

The SFMO maintains a toll-free arson hotline that residents anywhere in Texas can call to report information about arson or suspicious fires. The number is 1-877-4-FIRE-45 (1-877-434-7345). This hotline is answered 24 hours a day and callers may remain anonymous. 

To request SFMO services, contact us at 512-305-7900, which is answered 24 hours a day. We respond to requests for emergency arson investigations and inspections immediately, if necessary. For additional information, visit our website at http://www.tdi.texas.gov/fire/index.html

Key SFMO services include: 

Fire Safety Inspections

We respond to requests for inspections within 10 days and to safety complaints within five days. 

Fire/Arson Investigations

Our goal is to respond to requests for fire investigations within 24 hours. 

Licensing

SFMO licenses individuals and firms in the fire prevention and fireworks industries.  Our target is to process completed applications within 20 days of receipt. 

Fire Safety Education

We offer a number of services including fire prevention material and curricula, oversight to the public protection classification system, support to community,  juvenile fire setter intervention programs, and the Texas Fire Incident Reporting System.  General and specific fire safety education activities are also provided across the state.     

Regulating and Administering the Texas Workers' Compensation System

The Division of Workers' Compensation (DWC) provides a variety of services to Texas employees and employers about workers' compensation, including information and assistance with workers' compensation claims, self-insurance certification, education and training services, dispute resolution services, accident prevention services, and enforcement/compliance services. 

In addition, another state agency, the Office of Injured Employee Counsel (OIEC) provides assistance to injured employees, administers an ombudsman program, and advocates for injured employees as a class in the policy making process.  For more information, call OIEC toll-free at 1-866-EZE-OIEC (393-6432) or visit their website at http://www.oiec.texas.gov/   

Media Contact

The Media Relations Office serves as the agency's primary contact with the news media. It also responds to information requests from consumers, legislators, other insurance departments, and business and industry.  For the quickest response, general inquiries and requests for information should be sent by e-mail to MediaRelations@tdi.texas.gov.  You may call PIO at 512-463-6425 or fax to 512-463-6141.

TDI’s Website

PIO is responsible for maintaining TDI’s website, www.tdi.texas.gov. TDI strives for a comprehensible, accessible, and easy to use website that meets the informational needs of TDI’s diverse customers. Comments or suggestions about TDI’s website should be emailed to MediaRelations@tdi.texas.gov or mailed to PIO at the above address.    

Commissioner's Ombudsman

We set high standards for customer service and hope our service meets your expectations.  If it does not, we invite you to contact a supervisor or manager in the TDI program area or DWC field office providing that service.  The specific TDI program area and DWC field office staff have expertise relating to your insurance issue, and it is likely that our program staff and management are the people who can best help you. 

If you are still not satisfied with the service you receive from the TDI program or DWC field office, you may contact TDI’s Commissioner’s Ombudsman or DWC's Customer Liaison.

TDI Commissioner's Ombudsman
Sylvia Myler
P.O. Box 149104
Austin, Texas  78714-9104
512-475-1776  phone
512-475-2025  fax
e-mail: CommissionersOmbudsman@tdi.texas.gov

DWC's Workers' Compensation Customer Liaison
Ceclie Norton
7551 Metro Center Drive, Suite 100
Austin, TX, 78744-1645
512-804-4253 phone     

Customer Relations Representative

For questions or complaints about insurance-related matters, please contact TDI's Consumer Help Line at 1-800-252-3439 or 512-463-6515 in Austin.

Should you have any comments or suggestions about TDI's services and standards identified in our Compact with Texans, please contact Mary Diane Hausman, our Customer Relations Representative, at the above address, via phone at 512-305-7207, by fax to 512-463-6203, or send an e-mail to CustomerRelations@tdi.texas.gov.


For more information contact:



Last updated: 03/26/2014



Contact Information and Other Helpful Links

Translation by WorldLingo


Translation by WorldLingo