How to File a TDI Complaint in Texas
Texas insurance consumers can file a complaint against a company, agent, or adjuster through the TDI online portal or by calling 1-800-252-3439. After you file, TDI contacts your insurer, which generally has 15 business days to respond. TDI only acts on entities it regulates, so complaints involving service providers, fault disputes, or another person’s insurance company fall outside its reach.
Before You File
- Gather your policy number, claim number, and copies of any denial letters or written responses from your insurer before you file.
- TDI expects you to contact your insurance company or agent first and attempt to resolve the dispute on your own.
- Your insurer has 15 business days to respond to your claim, so filing before that window closes may send you back to wait.
What You Need to File
- Your policy number, claim number, and a clear written summary of the dispute are required whether you file through the online portal or by phone.
- Collect denial letters, repair estimates, and any written correspondence with your insurer so you can upload them with the complaint.
- Setting up a portal account lets you track your complaint status online and submit additional supporting documents after your initial filing.
Complaint Timeline
- Start by contacting your insurance company directly, since TDI expects you to attempt resolution with your insurer before filing a formal complaint.
- Once your claim is approved, the insurer has just 5 business days to issue payment, and missing that deadline strengthens your complaint.
- If TDI cannot resolve the issue, Texas law requires 61 days of written notice to your insurer before you can file a lawsuit.
What It Costs
- Filing a TDI complaint is free whether you use the online portal or call the helpline, with no application or processing fees.
- Hiring a consumer attorney becomes a secondary cost if TDI cannot resolve your dispute and you decide to pursue legal action.
- Organizing your policy, denial letter, and repair estimates before you file reduces follow-up requests and speeds up the review timeline.
How to file a complaint against an insurance company in Texas?
Contact your insurance company first, then file through the Texas Department of Insurance online complaint portal at tdi.texas.gov or call the TDI Help Line at 1-800-252-3439. TDI contacts the insurer, which has 15 business days to respond, and shares the outcome with you.
Who do I contact to file a complaint against an insurance company?
Contact the Texas Department of Insurance by filing online at tdi.texas.gov or calling the TDI Help Line at 1-800-252-3439. The Help Line is open 8 a.m. to 5 p.m. Central time, Monday through Friday, and staff can walk you through each step of the complaint process.
Who holds insurance companies accountable in Texas?
The Texas Department of Insurance, known as TDI, regulates insurance companies, agents, and adjusters statewide. TDI investigates consumer complaints about claims, rates, and coverage disputes, and insurers generally have 15 business days to respond once TDI opens an investigation.
The Bottom Line Up Front
Filing a complaint with the Texas Department of Insurance starts before you ever reach TDI. The agency expects you to contact your insurance company first, and most consumers skip that step or do it poorly. A complaint filed without documentation of your prior attempts to resolve the issue gives TDI less to work with and gives your insurer more room to stall.
TDI handles complaints against regulated Texas insurance companies, agents, and adjusters. Once you submit through the online portal or call 1-800-252-3439, your insurer has 15 business days to respond to the investigation. After reviewing that response, TDI shares its findings with you. The process covers claims disputes, rate questions, and coverage disagreements. It does not cover complaints against another person’s insurer or disputes with contractors. If your insurer denies your claim and you plan to sue, Texas law requires 61 days’ written notice before filing a lawsuit.
- Contact your insurance company before filing with TDI, and document every conversation and response you receive.
- Submit complaints online through the TDI portal or by calling the Help Line at 1-800-252-3439.
- Your insurer gets 15 business days to respond once TDI opens an investigation into your complaint.
- TDI cannot help with disputes against someone else’s insurer or with contractor disagreements.
- Send written notice to your insurer at least 61 days before filing any lawsuit over a denied claim.
What the Texas Department of Insurance Can and Cannot Do
TDI regulates insurance companies, agents, and adjusters in Texas, and its enforcement authority ends at those three groups. The department can investigate complaints about claim denials, payment delays, rate disputes, and coverage disagreements with any insurer it licenses. It cannot step in when the dispute involves a service provider such as a contractor or auto body shop, another person’s insurance company, or a question of fault in an accident.
| Area | TDI Can Help | TDI Cannot Help |
|---|---|---|
| Insurance companies | Investigate complaints against any insurer TDI regulates | Handle complaints against another person’s insurer |
| Claims and coverage | Review claim denials, delays, and coverage disputes | Determine who is at fault in an accident |
| Agents and adjusters | Act on complaints about licensed agent or adjuster conduct | Resolve disputes with service providers like contractors or auto body shops |
For complaints that fall within scope, the process runs on a fixed timeline. TDI contacts the insurance company and requests a formal written response. The insurer generally has 15 business days to reply with its position and supporting records. TDI reviews that response against your complaint and the applicable provisions of Texas insurance law, then shares its determination with you. That clock starts only after you file correctly. Check jurisdiction first.
If your situation falls outside TDI’s authority, the Help Line at 1-800-252-3439 can still direct you to the correct state or federal agency. Representatives are available Monday through Friday, 8 a.m. to 5 p.m. Central time. Even when TDI cannot accept the complaint itself, a single call can keep you from spending weeks filing with the wrong office.
When to Call Your Agent Before Filing a TDI Complaint
Your insurance agent can often resolve billing errors, coverage questions, and claim disputes faster than a formal TDI complaint. Before you file, contact your agent or the insurer’s customer service team and give them a chance to correct the problem. Many disputes start with a miscommunication, a missed document, or a processing error that your agent can fix with one call to the carrier’s claims department on your behalf.
| Situation | Try Your Agent First | File with TDI |
|---|---|---|
| Billing error or wrong premium amount | Yes, agent can correct it with the carrier | Only if unresolved after your request |
| Claim still within the 15 business day decision window | Yes, ask for a status update | Not yet |
| Claim denied and the denial contradicts your policy | Yes, have your agent review the policy language | Yes, if the insurer stands by the denial |
| Insurer or agent stopped responding | Try the carrier’s main customer service line | Yes, after no response from either |
| Suspected fraud or bad faith | No, skip the agent | Yes, file immediately |
Once the insurer has missed the 15 business day decision deadline, denied a claim that clearly falls within your policy coverage, or stopped returning your calls, the agent route has run its course. A formal TDI complaint becomes the right step once you have given the company a fair chance to address the issue and it has refused or simply failed to respond. Skip the agent entirely if you suspect fraud or bad faith.
Record every conversation you have with your agent and the insurer. Write down dates, the name of whoever you spoke with, and what they told you. Save any emails or written correspondence. When you file through TDI’s online complaint portal, the intake form asks for supporting documents, and a clear timeline showing you tried to resolve the issue through normal channels first strengthens your case significantly. That documentation often shapes how TDI treats the filing.
How to File a TDI Complaint Step by Step
The complaint process has four stages: gather your records, submit through the TDI Complaint Portal at tdi.texas.gov or by phone at 1-800-252-3439, wait for TDI to investigate, and receive its findings. Before you file, collect your policy number, all claim correspondence, denial letters, estimates, and bills. Include dates and the names of every company representative you spoke with. A complete file from the start prevents delays caused by follow-up requests.
| Step | What to Do | What Happens Next |
|---|---|---|
| 1. Gather your records | Collect your policy, denial letters, estimates, bills, and all written correspondence with the insurer | Complete documentation strengthens your complaint and prevents processing delays |
| 2. Submit online or by phone | File through the TDI Complaint Portal at tdi.texas.gov or call 1-800-252-3439 | TDI assigns a complaint number you can use to track status online |
| 3. TDI investigates | TDI forwards your complaint to the insurance company | The insurer has 15 business days to respond with its position |
| 4. Receive findings | TDI evaluates the company’s response against your complaint | You receive a summary of findings and an explanation of remaining options |
Upload all supporting documents when you submit your complaint and note the complaint number TDI assigns for tracking. That number lets you monitor each stage through the online portal. After TDI forwards your complaint to the insurer, the company has 15 business days to respond with its position. TDI then compares the response against your documentation and sends you a written summary. If the finding does not resolve your dispute, TDI outlines what options you have going forward.
Save everything you send. If TDI’s process does not produce the outcome you need, legal action may be the next step. Texas law requires 61 days’ written notice to the insurer before you can file a lawsuit, so sending that notice early, even while your TDI complaint is still active, protects your legal timeline and keeps your options open.
Documents TDI Needs From You
TDI processes your complaint faster when every relevant document is attached at submission. Before you open the online complaint portal at tdi.texas.gov, gather your policy number, claim number, a written timeline of the dispute, and all correspondence with your insurer. Incomplete filings often stall while TDI requests the missing information before beginning its review.
Your insurer’s written responses carry real weight in the review. If the company denied your claim, include that denial letter before anything else. Adjustment letters, payment breakdowns, and any explanation of benefits should all go in. TDI investigators compare what the company told you against what the policy language actually requires.
| Document | What to Include |
|---|---|
| Policy information | Your policy number, the type of coverage you hold, and the full name of your insurance company |
| Claim details | The claim number your insurer assigned, the date you filed the original claim, and the date of the loss |
| Dispute summary | A clear written description of the problem, key dates, dollar amounts at issue, and the resolution you want |
| Insurer correspondence | Every email, letter, written denial, or coverage decision your insurance company sent you during the dispute |
| Supporting evidence | Estimates, repair bills, contractor invoices, inspection reports, or photos that back your position |
The complaint portal accepts document uploads in common file formats. Scan or photograph paper records before you start the online form so the submission moves without interruption. If you file by phone at 1-800-252-3439, the Help Line representative will explain where to send hard copies.
What Happens After You File
Once TDI receives your complaint, a specialist contacts your insurance company directly and requests a formal written response. The insurer has 15 business days to reply. You can track progress through the online portal, but you do not need to submit anything else or contact the insurer while TDI reviews the company’s response against your policy and Texas law.
The specialist evaluates the insurer’s response against your policy language and Texas insurance regulations. If TDI finds the company violated the law or misapplied your coverage terms, the insurer must correct the issue. When that correction includes a claim payment, the company has 5 business days after approval to send it. TDI communicates every result in a written determination letter that explains its reasoning and identifies the specific regulation or policy provision at issue.
| TDI Finding | What It Means for You |
|---|---|
| No violation found | TDI concluded the insurer followed your policy terms and Texas insurance law |
| Violation confirmed | The insurer must correct the issue, and if a payment is owed, the company has 5 business days after approval to send it |
| Outside TDI authority | Your dispute involves parties or issues TDI does not regulate, and TDI may refer you to another agency |
If the determination does not resolve your dispute, you can request a formal review of the decision through TDI. Save every piece of correspondence TDI sends during the process. Those records matter if you later pursue mediation or need to provide the 61 days’ written notice required before filing a lawsuit against your insurer. A documented complaint file creates the paper trail that strengthens your position in any further legal or regulatory action.
Complaints That TDI Resolves vs Complaints That Need a Lawyer
Not every insurance dispute belongs in a TDI complaint, and filing in the wrong place wastes weeks. TDI resolves problems you have with your own insurer, agent, or adjuster when they mishandle a claim, overcharge a premium, or violate their license. A lawyer handles everything else: bad faith lawsuits, disputes with contractors or body shops, fault determination in accidents, and claims involving someone else’s insurance company.
| Situation | TDI Complaint | Attorney |
|---|---|---|
| Your insurer denied or underpaid a valid claim | TDI investigates and can order reconsideration | Needed if bad faith is suspected after TDI review |
| Unexplained premium increase or billing error | TDI can require a correction from the insurer | Rarely needed unless the insurer ignores TDI findings |
| Agent or adjuster licensing violation | TDI takes disciplinary action | Needed to recover financial damages beyond licensing penalties |
| Dispute with a contractor or body shop | Outside TDI’s authority | Required as a civil contract matter |
| Claim against someone else’s insurer | TDI only handles your own insurer complaints | Required to pursue through civil court |
Even when a case eventually needs a lawyer, filing with TDI first is often the stronger move. The regulatory record documents how the insurer responded under state oversight, and that paper trail becomes direct evidence if you later pursue a bad faith claim in court. Filing costs you nothing and puts the insurer on formal notice that a regulatory body is watching how it handles your claim. That pressure alone resolves many disputes.
Texas law requires 61 days’ written notice to the insurer before you can file a bad faith lawsuit, and starting with a TDI complaint gives you a head start on that mandatory waiting period while the state independently pressures the insurer to respond. If TDI’s investigation does not resolve your issue, you walk into the attorney’s office with a complete regulatory file instead of starting from scratch.
TDI Consumer Helpline and Online Portal Access
TDI provides two direct channels for filing and managing complaints. The online complaint portal at tdi.texas.gov lets you submit complaints, upload supporting documents, and create an account that tracks your case from submission through resolution. The consumer helpline at 1-800-252-3439 connects you with TDI specialists who answer coverage questions, explain filing requirements, and guide you through the portal when the process feels unclear.
Your portal account keeps every document, insurer response, and status update tied to your complaint in one location. When TDI assigns a specialist to your case, updates appear in the portal so you can track progress without repeated phone calls. The helpline serves a different purpose. Staff there help you determine whether TDI handles your type of dispute, walk you through the complaint categories on the portal, and answer questions about what happens after submission.
| Channel | Best For | Key Feature |
|---|---|---|
| Online Complaint Portal | Filing complaints, uploading documents, checking case status | Account-based tracking from submission through resolution |
| Consumer Helpline at 1-800-252-3439 | Coverage questions, filing guidance, complex disputes | Live TDI specialists who walk you through your options |
Start at the portal when you have a straightforward complaint with your policy number, claim details, and supporting documents already in hand. Call the helpline first when you are unsure whether your issue falls under TDI’s authority, when you need help choosing the right complaint category, or when you want a specialist to confirm your documentation is complete before you submit. Either channel routes your complaint to the same investigation team.
The Bottom Line
Filing a complaint with the Texas Department of Insurance comes down to three questions: whether TDI is the right place for your dispute, whether you have tried your agent first, and whether you have the documents ready before you submit. TDI handles problems between you and your insurer, agent, or adjuster, and its authority ends at those three groups. Many billing errors and coverage questions get resolved through a direct call to your agent before a formal complaint becomes necessary.
When you do file through the online portal or by phone, attach every relevant document at submission. TDI contacts your insurer directly, and the company has 15 business days to respond. If your dispute falls outside what TDI can investigate, an attorney may be the better path forward.
Frequently Asked Questions
Can I file a complaint with the Texas Department of Insurance online?
Yes. TDI operates an online complaint portal at tdi.texas.gov where you can submit your complaint, upload supporting documents, and create an account to track the case from start to finish. Before you begin, gather your policy number, the insurer’s name, dates of any communication with the company, and copies of denial letters or estimates related to your claim. Once you submit, TDI contacts your insurance company, which generally has 15 business days to respond. You can log back into your account at any time to check for updates or add documentation.
What is the Texas Department of Insurance complaint phone number?
The TDI Help Line number is 1-800-252-3439, available Monday through Friday from 8 a.m. to 5 p.m. Central time. Staff on the Help Line can answer questions about your policy, explain whether your issue falls under TDI’s authority, and walk you through the complaint process step by step. If you are unsure whether a formal complaint is the right move, calling first is a practical starting point. The Help Line can also clarify whether your insurer is regulated by TDI or by a different state or federal agency, which prevents you from filing with the wrong office.
Can I file a TDI insurance complaint by mail instead of online?
TDI’s primary complaint channel is the online portal at tdi.texas.gov, which lets you upload documents and track your case in one place. If you cannot use the online system, TDI also accepts complaints by mail. Call the Help Line at 1-800-252-3439 to request current mail-in instructions and confirm what to include with a paper submission. Whether you file online or by mail, you need the same core information: your policy number, a clear description of the issue, the insurer’s name, and copies of relevant correspondence such as denial letters or repair estimates.
How do I check the status of my TDI complaint?
If you created an account when you filed through TDI’s online portal at tdi.texas.gov, log in to view your complaint status, read any correspondence between TDI and your insurer, and upload additional documents if needed. If you filed by phone or mail without setting up an online account, call the Help Line at 1-800-252-3439 with your complaint reference number for a status update. After TDI receives your complaint, the insurer generally has 15 business days to respond. Once the insurer responds, TDI reviews the information and shares the outcome with you directly. Keep your reference number in a safe place for faster follow-up.
What insurance company has the most complaints in Texas?
Complaint counts shift from year to year, and raw totals can be misleading because larger insurers write more policies and naturally receive more complaints. What matters for your situation is how your insurer is handling your specific claim. If your company denied, delayed, or underpaid a covered loss, you can file a complaint through TDI’s online portal at tdi.texas.gov or call the Help Line at 1-800-252-3439. TDI reviews each complaint on its own merits. The insurer generally has 15 business days to respond once TDI opens the investigation, and TDI shares the findings with you afterward.
