Why adjusters go quiet
Sometimes the adjuster has a heavy caseload or is waiting on records. Sometimes the file has been handed to someone new and nobody told you.
Delays can also make people more willing to accept a low offer. Whatever the reason, you don't have to just sit and wait.
Follow up in writing
- Send an email or letter with your name, claim number and the date of the crash.
- Say clearly what you need, like a status update, a decision or an answer to a question.
- Ask for a reply by a specific date.
- Keep a log of every call, with the date, time and who you spoke with.
- If there's still no answer, ask for the adjuster's supervisor in writing.
The 3-Point Claim Check
- 1
An injury
You were hurt, even if it didn't seem serious at first.
- 2
Someone else at fault
Another driver or company caused the crash.
- 3
Insurance coverage
There's a policy that may cover what happened.
Rules insurers are expected to follow
In Arizona, a state rule says insurers must reply within 10 working days to pertinent messages from a claimant, and claimant includes people making a claim against someone else's policy (Ariz. Admin. Code R20-6-801).
In Georgia, failing to acknowledge claim messages with reasonable promptness is listed as an unfair claims practice when an insurer does it as a general business practice (O.C.G.A. § 33-6-34, § 33-6-33).
How to file a complaint with the state
In Arizona, you can file a consumer complaint online with the Arizona Department of Insurance and Financial Institutions if you believe an insurer broke Arizona law. Gather your letters and claim details first, since the online form lets you attach documents only once.
In Georgia, the Office of Commissioner of Insurance and Safety Fire handles consumer complaints through its Consumer Services Division. It asks you to contact the insurer first, and says the online complaint portal is the quickest way to file. A complaint may prompt a response, but it isn't a lawsuit.
Your deadline doesn't wait for the adjuster
In both states, the general deadline to file an injury lawsuit is 2 years from the crash (A.R.S. § 12-542, O.C.G.A. § 9-3-33). A slow adjuster or an open complaint doesn't pause that clock.
If months are passing without real progress, an attorney can contact the insurer for you and keep an eye on your deadline. It's free to check your claim, and you don't have to go ahead.