What to do when your claim gets delayed

Start with a specific question

Waiting is harder when you don’t know what you’re waiting for. Before sending another general follow-up, check the last message from your insurer. Is it asking for a document, waiting on an inspection, or still reviewing coverage?

If the reason isn’t clear, ask: “What is holding up the review, and is there anything you need from me?” Include your claim number so the person reading can find the right file.

Keep the important details together

Save the claim number, adjuster’s contact details, dates of conversations, and copies of everything you submit. A short record is easier to refer to than a search through weeks of messages.

If you send a missing document, ask for confirmation that it was received. That gives your next conversation a clear starting point.

Ask when to check back

Request a date for the next update and the name of the person to contact. You may not get a payment date, but you can ask for a clearer explanation of the stage the claim has reached.

Follow up if that date passes. Keep an eye on any deadlines in your policy or claim correspondence while the review continues.

You don’t have to find every answer alone

Ironhill can help you locate the right contact and frame the questions that still need answering. Your insurer makes the claim decision, but you can have support with the conversation.

If a delay remains unexplained, ask about the insurer’s escalation process. Your state insurance department can also explain its complaint options.