​Attorney General of Maryland ​Anthony G. Brown

Insurance Complaint Process

​​​​​​​​​​​​Filing A Complaint About Your Insurance Problem

The People’s Insurance Counsel has prepared this guide on insurance complaints. Insurance companies and their representatives (agents or producers) are regulated by the Marylan​d Insurance Administration (MIA). All insurance companies and their agents must follow Maryland insurance laws. If you have a problem with your insurance company, you can file a complaint with MIA for investigation.

Before You File A Complaint

Know the Basics

  • MIA reviews complaints to determine if Maryland insurance laws have been violated
  • The investigation process typically takes several weeks
  • Complex matters may take longer
  • At the conclusion of the investigation, you will receive a letter from MIA

Prepare Your Documentation

  • Gather all documents that support your claim or position
  • Examples include:
    • Contractor estimates detailing needed work
    • Plumber reports stating what work was done and what the problem was
    • Photos of damage
    • Correspondence with your insurance company
  • Submit these documents with your complaint form

The Complaint Process

Filing Your Complaint With MIA

What Happens Next

  • MIA assigns an investigator to your case
  • The investigator may contact you and the insurance company
  • The substance of your complaint will be sent to the insurance company
  • The investigator will determine if insurance laws were violated

Working with Your Investigator

Understanding MIA Decisions

When Violations Are Found

  • MIA will only direct an insurance company to pay a claim if a violation of law is found
  • For claim complaints, MIA typically determines if the insurer violated the law by denying a claim for an "arbitrary or capricious" reason
  • If the insurer has valid documentation supporting a denial (like an engineer's report), the denial is usually not considered arbitrary or capricious, even if you have documentation supporting your position

Typical Outcomes

  • Most investigations do not result in findings of violations
  • When violations are found in claim-related complaints, they typically involve:
    • Delays in paying claims (resulting in interest payments to the homeowner)
    • In rare cases, improper claim denials (resulting in claim payment plus interest)

Alternative Resolution Options

District Court Action

  • You can file an action against your insurance company in Maryland District Court
  • The court will examine the facts of your claim and your policy language
  • This process requires completing a form and paying a fee
  • More information about District Court filings

"Lack of Good Faith" Complaints

  • If you believe your insurance company did not act in good faith, you can file a complaint under section 27-1001 of the Insurance Laws
  • For more information see MIA's 27-2001 Civil Complaint Guide​

Additional Resources

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