Massachusetts Division of Insurance (DOI)
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 Massachusetts
You can submit a complaint to the Massachusetts Division of Insurance online or by mail. Here’s how:
Hotline
Call: 617-521-7794
Open Monday to Friday 8:45 am-5:00 pm
Online Submission
Submit via the official form:
https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?state=MA&dswid=-3162
Mail-In Form
Download and print the form: https://www.mass.gov/doc/doi-insurance-complaint-form/download
- Mail-In PDF
- Mail to:
Massachusetts Division of Insurance
Consumer Services Unit
1000 Washington Street, SUITE 810
Boston, MA 02118
Fax
Send your complaint by fax to: (617) 753-6830
You can also send your complaint to: csscomplaints@mass.gov
Website
Visit: https://www.mass.gov/doi
What Happens After You File?
The Massachusetts Division of Insurance 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.