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

New York State Department of Financial Services (DFS)

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 New York

You can submit a complaint to the New York State Department of Financial Services online or by mail. Here’s how:

Hotline

Call: (212) 480-6400 or (800) 342-3736
Monday through Friday, 8:30 AM to 4:30 PM

Online Submission

Submit via the official form:
https://myportal.dfs.ny.gov/web/guest-applications/consumer-complaint?hn=1&forward=new

Mail-In Form

Download and print the form: https://www.dfs.ny.gov/system/files/documents/2024/01/Consumer-Complaint-Form_English.pdf

• Mail-In PDF
• Mail to:
  New York State
  Department of Financial Services
  1 State Street
  New York, NY 10004

Fax

Send your complaint by fax to: (800) 332-2729

Email

You can also send your complaint to: consumers@dfs.ny.gov

Website

Visit: https://www.dfs.ny.gov/complaint

What Happens After You File?

The New York State Department of Financial Services 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.