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Texas Department of Insurance
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July 6, 2023

How to get help with an insurance complaint


The Texas Department of Insurance (TDI) can help if you have a problem with your insurance agent, company, or adjuster. We resolve thousands of complaints annually.

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What kind of issues can TDI help with?

We can help resolve issues you're having with your coverage. This could be claims and the way they're handled, cancellations or nonrenewals, discriminatory underwriting practices, and customer service issues.

What types of issues can’t TDI help with?

TDI can't:

  • Help with a complaint against another person's insurance company.
  • Make a company pay a claim unless it violates a law or the policy language.
  • Help with complaints about doctors, auto body shops, or mortgage companies.

How does the TDI complaint process work?

TDI will first ask if you’ve reached out to the company, agent, or adjuster. Sometimes a conversation can clear up misunderstanding or incomplete information.

Next, you’ll fill out an online form telling 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.

TDI will then contact the company and ask for a response to your complaint. Companies have 15 days to respond to us. When a company responds, we’ll tell you what they said or why your policy doesn’t provide a certain coverage.

How long does it take to resolve a complaint?

It takes 30 days on average to resolve a complaint. There are occasions when we can resolve a complaint in less time.

What are the most common complaints TDI gets?

The most common complaint is about the time it takes for a company to resolve a claim. It might seem like the claims process is taking too long, but companies are allowed a certain number of days to resolve claims.

Another common reason for complaints is because a company denied a coverage you thought was in your policy.

How can consumers avoid issues with insurance?

Understand and look at the declarations page that comes with your auto or home insurance to know what your policy covers. The declarations page summarizes what’s in your policy. The policy exclusion page lists what isn’t in your policy.

If you have questions, call your agent or TDI’s Help Line at 800-252-3439.