Hawaii: How to File a Property Insurance Complaint and Protect Your Rights

Department of Commerce and Consumer Affairs (CCA)

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 Hawaii

You can submit a complaint to the Department of Commerce and Consumer Affairs online or by mail. Here’s how:

Hotline

Call: (808) 586-2790
7:45 a.m.-4:30 p.m., Monday through Friday

Online Submission

Submit via the official form:
https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?state=HI&dswid=7833

Mail-In Form

Download and print the form: https://files.hawaii.gov/dcca/ins/consumer/filing_a_complaint/how-to-file-a-complaint-against-all-other-insurers/complaint_form.pdf

• Mail-In PDF
• Mail to:
  Hawaii Insurance Division
  Compliance and Enforcement Branch
  P.O. Box 3614
  Honolulu, Hawaii 96811

Fax

Send your complaint by fax to: (808) 586-2806

Email

You can also send your complaint to: insurance@dcca.hawaii.gov

Website

Visit: https://hdcca.hawaii.gov/

What Happens After You File?

The Department of Commerce and Consumer Affairs 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.