Arizona Department of Insurance and Financial Institutions (DIFI)
Purpose: Investigates complaints related to insurance companies and claim disputes, ensuring they comply with state and federal regulations.
Recognizing Unfair Insurance Practices
Not sure if you should file a complaint? Here are common signs your insurer may not be acting in good faith:
- Claim Denied: Your claim was rejected with no clear explanation.
- Delays: Your payout is taking too long, impacting your ability to repair your home.
- Underpayment: The payout amount is significantly less than your documented losses.
- Poor Communication: Your insurer isn’t responding or is giving unclear answers.
- Unfair Cancellations: Your policy was canceled or not renewed without good reason.
- Pressure to Settle: You’re being pushed to accept a low offer quickly.
Document Everything
Before filing a complaint, gather these:
- Emails, call logs, and letters from your insurer
- Photos and videos of the property damage
- Receipts or estimates for repairs
- A timeline of your claim process
- Witness names, if any
How to File an Insurance Complaint in Arizona
You can submit a complaint to the Arizona Department of Insurance and Financial Institutions online or by mail. Here’s how:
Hotline
Call: 602-364-2499 or 1-800-325-2548
Available 9:00 am – 4:00 pm
Online Submission
Submit via the official form:
https://difi.az.gov/consumers/help-problem/filing-complaint
Mail-In Form
Download and print the form: https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?state=AZ&dswid=7760
- Mail-In PDF
- Mail to:
Arizona Department of Insurance and Financial Institutions
Insurance Consumer Services Section
100 N. 15th Ave., Suite 261
Phoenix, AZ 85007-2630
Fax
Send your complaint by fax to: (602) 364-2505
You can also send your complaint to: insurance.consumers@difi.az.gov
Website
Visit: https://difi.az.gov/
What Happens After You File?
The Arizona Department of Insurance and Financial Institutions will:
- Review your documentation
- Investigate the insurer’s handling of your claim
- Contact your insurer and request a formal response
- Notify you of the outcome and any next steps
While the department cannot force payment, it can hold insurers accountable for unfair practices.
Types of Complaints They Handle:
- Denied, delayed, or underpaid claims
- Misleading policy information
- Unlawful policy cancellations
- Poor customer service or negligence
- Violations of state insurance regulations
What to Include in Your Complaint
Be prepared with:
- Your full name, contact info, and policy number
- Your insurer’s name and the adjuster’s contact
- A clear explanation of the issue
- Copies of supporting documents (photos, estimates, emails)
Still Having Trouble?
You may also wish to consult an attorney if:
- Your claim was wrongfully denied
- You’ve suffered significant financial harm
- The insurer is stalling with no end in sight
Legal help can support your claim while the department investigates.