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Texas Department of Insurance
Topics:   A B C D E F G H I J K L M N O P Q R S T U V W X Y Z All

Get help with an auto insurance complaint


Get help or file a complaint following these steps:

Step 1: Talk to the insurance company

You can resolve many issues by talking to your insurance company or agent. Most companies have a toll-free customer help line. The phone number is on your policy. You can also get a phone number online or by calling our Help Line at 800-252-3439.

If you disagree with the adjuster's estimate, tell the company why. The company might raise the estimate if it finds out that it overlooked something or gets new information. Send the company any supporting documents, such as the body shop’s estimate for the repairs.

Step 2: Ask for an appraisal

Your policy may include an appraisal process to resolve complaints. Appraisal allows you and the company to each hire an appraiser. The two appraisers then choose a third appraiser as an umpire. You must pay for your appraiser and half of the umpire’s costs.

The appraisers review your claim and estimate the amount of damage. If their estimates are different, the umpire decides.

You can only use appraisal to resolve disputes about the amount of damage. If there’s a dispute about whether something is covered, you can try to resolve that issue after the appraisal.

Check your policy for any deadlines to request an appraisal. If you need help finding an appraiser, search for a “property damage appraiser” online.

Step 3: File a complaint with us

We can help with complaints against the insurance companies, agents, and adjusters we regulate.

We can't help with complaints about service providers, including body shops. If you have a complaint against a service provider, send it to the licensing or enforcement agency that regulates that provider.

We also can’t:

  • Make a company pay a claim unless not paying violates a law or the terms of your policy.
  • Help with complaints against another person’s insurance company. For instance, we probably won’t be able to help you if you’re in an accident and the other driver’s insurance company won’t accept liability.
  • Decide who was at fault in an accident. If the police were there, ask for a copy of their report.

File your complaint

Use our online complaint system to tell us about your complaint and upload any documents you think we need. This can be pictures or letters to and from the company. If we need more information, we’ll let you know.

Step 4: TDI contacts the company

TDI will contact the company and ask for a response to your complaint. Companies have 15 days to respond to us and can ask for a 10-day extension. When a company responds, we’ll look at their response and tell you what it means for your complaint.

It takes 40 days on average to resolve a complaint. There are occasions when we can resolve a complaint in less time.

Step 5: Get legal help

If you’re still not happy with the outcome of your claim and you want to sue your insurance company, use these resources to find legal help.


Questions? Call us at 800-252-3439.

Last updated: 11/20/2023