Mathew B. Sims is Editor-in-Chief and has authored, edited, and contributed to several books. He has been working in the insurance industry ensuring content is accurate for consumers who are searching for the best policies and rates. He has also been featured on sites like UpJourney.

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Dan Walker graduated with a BS in Administrative Management in 2005 and has been working in his family’s insurance agency, FCI Agency, for 15 years (BBB A+). He is licensed as an agent to write property and casualty insurance, including home, auto, umbrella, and dwelling fire insurance. He’s also been featured on sites like and Safeco. He reviews content, ensuring that ex...

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Reviewed by Daniel Walker
Licensed Auto Insurance Agent

UPDATED: Oct 11, 2020

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Here's what you need to know...

  • Contacting an auto insurance company by telephone or through instant messenger chat is one way to start a conversation about a current problem
  • Find out the e-mail address and a postal mailing address for your quality control department of your auto insurance company
  • Pay special attention to name or specific departments that are given on the contact page

Contacting an auto insurance company by telephone or through instant messenger chat is one way to start a conversation about a current problem. Fully addressing the problem within the context of the conversation can be challenging.

Many of the customer service agents who answered the telephone or the chat inquiry do not have the authority to make a decision that will provide any type of resolution to the problem.

Auto insurance trouble is usually time-sensitive in nature. Complaints are the most effective through written correspondence.

Enter your zip code into our FREE auto insurance comparison tool above to find good auto insurance rates before you run into trouble.

Mail a Letter

Find out the e-mail address and a postal mailing address for your quality auto insurance company. Do not rely strictly on e-mail communication.

Some e-mail addresses on the web may go to people who no longer work at the company or to a department that does not handle the type of problem discussed in the e-mail.

It is common for companies to not update contact information online when people quit or were let go.

E-mails that arrive in the incorrect inbox may not receive a courtesy forwarding to the correct person.

Some people simply do not see these messages as their responsibility to pass along to a more appropriate person within the company. If you need to file auto insurance company claims, then that has its own process.

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Confirm Email Addresses with a Person

These employees may choose to do nothing with the information that has been presented to them. If an e-mail address if provided through a live customer service agent try to find one that is name specific.

An individual who works within the claims department may be easier to reach than sending a general e-mail to the claims department.

The company website may have this information listed on the contact us or the about us page.

Pay special attention to name or specific departments that are given on the contact page.

Do not be afraid to send multiple copies of the same letter to different people within the company that may be able to help.

Issues that are regarding customer service or internal problems with the way a situation with handles may need to be directed to a specific supervisor.

Sometimes it’s a telephone interaction has already taken place with that supervisor the next step would be to send a letter to someone who has more authority.

Policy Number

Unresolved claim issues or other problems that are related to a personal or business auto insurance policy should always include the policy number. Including a full name and address in the letter is not enough identifying information.

The policy number is a way to further identify details about the policy that can help the company to determine who should be helping to resolve the problem.

Include current contact information such as e-mail address and a telephone number. Provide as much details about situation as possible.

Give a telephone number that has a voicemail attached to it so that all messages will be received. After the letter has been written, read it aloud so that any unnecessary details can be edited out.

Include the complete name or the first name and location of any employee that has heard or is involved with the situation.

Other individuals who may have been involved in an accident, claim, or unresolved traffic-related event can be included in the letter.

Names of police officers, emergency workers, or even witnesses and events can be listed within the letter.


If the situation is complex it is okay for the letter to be more than one page long. List the dates and times that correspond with the events discussed in the text.

Having some type of timeline is one way to help the reader understand how the events unfolded.

Most businesses are extremely comfortable receiving complaints through their customer service phone centers. The representatives to answer these inquiries often will we see a telephone call when a letter is sent.

Any time a representative failed to solve a problem there is no need to keep explaining it over and over to new representative finances of line.

Written correspondence is one way to stand apart from other individuals that may also need a response in a timely manner. Following up with auto insurance often is important.

Do not expect the company to make more than one attempt to resolve the problem. Check personal e-mail account, postal mail, and voicemail messages to see if a contact name and telephone number have been given.

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