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The Collaborative Clearinghouse for Lawsuits and Other Claims Against ACE Group Insurance Companies

How to File a Consumer Complaint against ACE or another Insurance Company

Whether it's health, auto or homeowners insurance, you may not agree with the way an insurance company has handled a claim. Consumers who feel they have been mistreated by their insurance company have many options to right the wrong, including filing a complaint in court. Another option is to file a consumer complaint with your state insurance regulator. Here is a list of steps that will help complete the process:

  1. Visit your state's Department of Insurance website. Some states have a Department of Finance and Insurance. If you have difficulty locating your states insurance department website, visit the National Association of Insurance Commissioners. They have a map which links to the state insurance department for each state.
  2. Search the state site for a formal consumer complaint form. Some states such as New York and Connecticut have formal insurance department consumer complaint forms for their residents to complete. If your state doesn't have a form you can download one from another state to use it as a guide for your complaint.
  3. Complete the insurance complaint form as accurately as possible. Remember, the more information you provide, the easier it will be to process the complaint. Be sure to list the events in chronological order and review the information before you submit it. Better yet, have someone else read your complaint to see if it accurately explains the chain of events. Many times people become heated when disputing an insurance company. Don't let your frustration and anger prevent you from communicating clearly.
  4. Attach as much relevant documentation as required to prove the elements of your complaint. For example, you might want to include a copy of your policy, all relevant correspondence with the insurance company or your agent, and copies of any payments your insurance company has made. Do not send the originals. Large bureaucratic offices have been known to lose paperwork. Hold on to the originals in the event you have to present them later.
  5. Sign and date your complaint and mail the complaint to your state's department of insurance. Make sure to send it to the right department as certified mail.  To get the right address and department, call your state insurance regulator, inform them you are submitting a  complaint and ask for submission instructions.
  6. Make sure to follow up within two to four weeks to make sure the letter was received. Once they confirm receipt, follow up every three to four weeks to make sure progress is being made.