Step 1: Talk to the insurance company.
You can resolve many issues informally by talking to the insurance company. Most companies have a toll-free customer help line. The phone number is printed on your policy. You can also call our Help Line at 800-252-3439 to get the company’s phone number and address.
Ask your company about appraisal.
If you and the company disagree about the amount the company will pay for property damage, you might be able to resolve your issue through appraisal. Most policies let you to do this. In the appraisal process, two appraisers – one representing you and the other representing the insurance company – will try to agree on the amount of the damages. If they can’t, an independent third appraiser will decide. You must pay for your appraiser and half the third appraiser’s expenses. You can’t use appraisal to decide whether something is covered by your policy. You also can’t use appraisal if the disagreement is between you and another person’s insurance company.
Step 2: File a complaint with us.
We can help with complaints against the insurance companies and people we regulate. We can't help with complaints about service providers, including body shops, building contractors, and roofers. If you have a complaint against a service provider, send it to the licensing or enforcement agency that regulates the provider.
Before you complain to us, understand that there are some things we can’t do:
- We can’t decide who caused an accident.
- We can’t force a company to pay a claim if the company didn’t violate the law.
- We can’t 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.
File a complaint:
Use our online complaint system. You can upload supporting documents. Limit uploads to 24 pages.
To help resolve your complaint, we need to share your information with the company or person your complaint is about.
You must sign a consent form allowing us to share the information. If you don’t sign the consent form, we might not be able to help you. Some of the information you give us can be given to anyone who asks for it under the Texas Public Information Act. We will not give out confidential information. Medical records, financial information, and email addresses are confidential by law and will not be released.
Have questions about the complaint process? Call us.
Call our Help Line at 800-252-3439 from 8 a.m. to 5 p.m. Central time.
Step 3: 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.