
Insurance Relations: How can I get an insurance company to respond to me?
Is your insurance adjuster not responding? Learn the best ways to get your insurance carrier to communicate about your home insurance claim, and discover how Tugboat can help ensure your claim stays on track.
You’ve filed a homeowner’s insurance claim, but now your insurance adjuster seems to have vanished into thin air. Maybe they’re not returning your calls, your emails have gone unanswered, and you're left feeling like you're chasing a ghost. Sound familiar? It’s frustrating, but you’re not alone. Getting your insurance carrier or adjuster to respond can feel like pulling teeth—but there are steps you can take to get the communication lines flowing again.
Let’s dive into why this happens and, more importantly, how you can get the ball rolling on your claim when your adjuster is ghosting you.
Why Isn’t My Adjuster Responding?
Before we jump into solutions, it’s helpful to understand some reasons why your adjuster might not be getting back to you. Knowing what’s going on behind the scenes can help you manage your expectations and adjust your approach.
1. High Claim Volume
In the aftermath of major weather events like hurricanes, floods, or wildfires, adjusters can be swamped with an overwhelming number of claims. Your adjuster might simply be overwhelmed with work, especially if your insurance carrier is dealing with hundreds or thousands of claims all at once.
2. Administrative Delays
Insurance companies aren’t known for their lightning-fast speed, and sometimes your adjuster might be waiting on information from other departments (like underwriting or management). This can cause delays, and while it’s no excuse for lack of communication, it’s something to be aware of.
3. Internal Issues
Adjusters are human too, and sometimes internal issues like staffing changes, vacations, or even switching to a new adjuster can create gaps in communication. You could be waiting on an adjuster who’s been reassigned without you knowing.
4. Lack of Priority
If your claim is not viewed as high priority—perhaps the damage is not severe, or they believe the case is straightforward—your adjuster might not be giving it the immediate attention you expect. This isn’t fair, but it happens.
Steps to Get Your Adjuster to Respond
Now that you have a clearer picture of why your adjuster might not be getting back to you, let’s discuss some effective ways to get them to respond. You can be persistent without being confrontational. Here’s how to handle it.
1. Document All Communication Attempts
Start by keeping a record of every call, email, or message you’ve sent. Note the dates, times, and details of your attempts to contact your adjuster. This documentation is essential if you need to escalate the situation later.
Pro Tip: Keep all correspondence professional and polite, even when you’re frustrated. It’s easy to get emotional when dealing with property damage and silence, but remaining calm will help you later on if things need to get more formal.
2. Try Multiple Avenues
If phone calls aren’t working, switch it up. Send emails, texts, and use any online customer portals your insurance carrier provides. Often, emails or messages through online portals are easier for adjusters to respond to when they’re in the middle of a busy schedule.
3. Request a Supervisor’s Contact
If you’ve tried contacting your adjuster multiple times with no response, it’s time to escalate. Call the general customer service line for your insurance carrier and ask to speak with a supervisor or manager. You can say something like:
"I’ve been trying to reach my adjuster for several days regarding claim [claim number], but I haven’t received any response. Could I please speak with a supervisor to get an update?"
By looping in a supervisor, you put pressure on your adjuster to get back to you, and supervisors are often more motivated to resolve issues before they escalate further.
4. Send a Certified Letter
If the lack of response drags on, sending a certified letter (or email with a receipt request) to your adjuster and their supervisor may add the formality needed to get their attention. A certified letter shows you mean business and gives you documentation that you’ve made every effort to contact them.
In your letter, include:
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Your claim number and details
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A clear request for a response
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Your preferred method of contact (email, phone, etc.)
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A deadline for when you expect to hear back
Example:
“I have attempted to contact you on three separate occasions regarding my claim [claim number], with no response. Please respond to this inquiry by [date]. If I do not hear from you by that time, I will take further action to resolve this issue.”
5. File a Complaint with the Insurance Carrier
Most insurance companies have a complaints department or a customer advocacy team that handles situations like this. Filing an official complaint within the company can fast-track your issue to someone higher up in the chain of command.
Pro Tip: Use your state’s department of insurance website to file a formal complaint with the state if your adjuster continues to avoid you. Insurance companies don’t want to risk fines or penalties, so involving the state can push your claim to the top of the list.
When Should I Escalate the Situation?
If you’ve gone through multiple rounds of trying to get in touch with your adjuster and weeks are passing without a response, it’s time to escalate. Remember, your insurance policy is a legal contract, and you have the right to fair and prompt handling of your claim.
Your insurance provider has a legal and ethical obligation to be available and responsive throughout the claims process. How long has it been since you last heard from your insurance provider with an update? If it’s been more than a few days (and yes, we know that even a short delay can be incredibly frustrating), don’t hesitate to reach out. Openly express your concerns about the lack of communication—sometimes just making your dissatisfaction known can help get things moving.
Once your claim has been acknowledged, your carrier should keep you informed and in the loop. Ideally, you should be receiving updates at least weekly. If that isn’t happening, it’s completely reasonable to request a status update from your adjuster or ask to speak with a supervisor. You can also request a new adjuster if you’re especially unhappy with the communication (or lack thereof) from your current one.
It’s your right as a policyholder to have regular, transparent communication throughout the entire claims process. Don’t be afraid to push for it!
Here’s how to escalate:
1. Contact the Claims Department Directly
If you’ve been working through your adjuster and getting nowhere, bypass them and go straight to the claims department. Explain your situation and ask for immediate assistance.
2. Get Professional Help
At this point, if you’re still struggling, you might consider hiring a public adjuster or an attorney who specializes in insurance claims. Public adjusters are licensed professionals who can manage the claim on your behalf, ensuring that it’s processed efficiently. Attorneys can help if you feel the carrier is acting in bad faith.
Can Tugboat Help Me Get a Response from My Adjuster? Yes!
If you’re stuck waiting for your insurance adjuster to get back to you, Tugboat is here to help. Tugboat offers both proactive and reactive claim support, meaning we can step in at any stage of your claim to get things moving.
Here’s how Tugboat can assist you:
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Proactive Communication Management: We help you organize and document your communications with your insurance adjuster from day one. Our experts can even help draft messages that are more likely to get a response.
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Escalation Assistance: If your adjuster continues to ignore your attempts at contact, Tugboat can assist in escalating the situation. We’ll guide you on how to reach the right people and ensure your claim gets the attention it deserves.
By partnering with Tugboat, you’ll have experienced professionals by your side who know how to navigate the insurance landscape and push for results.
Conclusion: Don’t Let a Silent Adjuster Sink Your Claim
It’s frustrating when your insurance adjuster won’t talk to you, especially when you’re dealing with the stress of property damage. But with persistence, professionalism, and a few strategic moves, you can get your insurance carrier to respond and your claim back on track. And if all else fails, Tugboat is here to ensure that no claim gets left behind.
Disclaimer:
This blog is intended for informational purposes only and does not constitute legal or financial advice. Tugboat provides guidance and support, but we are not licensed public adjusters or attorneys. We do not negotiate or adjust claims on your behalf. All advice given is intended to empower you in managing your own claim, but it is ultimately your responsibility to pursue and handle the claim. Tugboat is not responsible for claim outcomes. Additionally, our tools are provided based on the information you provide, which may be incorrect or incomplete. Always consult a licensed professional for case-specific guidance.
Need expert guidance on a homeowner’s insurance claim? Tugboat Claims is here to help!