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

West Virginia Offices of the Insurance Commissioner (WVOIC)

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 West Virginia

You can submit a complaint to the West Virginia Offices of the Insurance Commissioner online or by mail. Here’s how:

Hotline

Call: (304) 558-3386
Monday through Friday from 9 AM to 3 PM

Online Submission

Submit via the official form:
https://sbs.naic.org/solar-web/pages/public/onlineComplaintForm/onlineComplaintForm.jsf?dswid=7997&spanish=N&state=WV

Mail-In Form

Download and print the form: https://www.wvinsurance.gov/Portals/0/pdf/consumer/Consumer%20Complaint%20Form.pdf?ver=2024-04-02-083115-880

• Mail-In PDF
• Mail to:
  West Virginia Offices of the Insurance Commissioner
  ATTN: Consumer Service Division
  PO Box 50540
  Charleston, WV 25305-0540

Fax

Send your complaint by fax to: (304) 558-4965

Email

You can also send your complaint to: OICConsumerServices@wv.gov

Website

Visit: https://www.wvinsurance.gov/

What Happens After You File?

The West Virginia Offices of the Insurance Commissioner 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.