Complaint Against Insurance Claim Delay

When and how to use this letter

Insurance delays thrive on verbal reassurance, so convert everything to writing. After every phone call with the insurer, send a short email summarising what was said and asking for confirmation. Build a dated log: claim filed, documents submitted, each follow-up, and each promised deadline that passed. When you eventually escalate, this log does the arguing for you.

Confirm in writing that the insurer has received all required documents, and get them to acknowledge the complete set with a date. Insurers sometimes restart their internal clock by claiming a document was missing, and a written acknowledgement of the complete file closes that loophole permanently.

Send this letter to the insurer's grievance redressal officer, whose contact details must be published on the company's website. State the claim number, the filing date, and the number of days that have passed, and demand a written decision with reasons within fifteen days.

Here is the leverage most policyholders never use: insurers are generally required to settle or reject a claim within a defined period once all documents are in, and delays beyond that can attract interest on the claim amount. Mentioning this obligation, and the insurance ombudsman as your next step, typically moves a stalled file to the top of the pile within days.

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