What Can I Do If My Car Insurance Company Won’t Pay or Is Stalling?

Last Updated on February 5, 2026

Is your car insurance company dragging its feet? Did they deny your claim (or keep “requesting more information” while your bills pile up)?

Delays aren’t always shady—some claims legitimately take time because the insurer is waiting on documents, confirming coverage, or investigating your claim. But if the process feels unfair or endless, you still have options.

Here’s what to do if your car insurance company won’t pay, is stalling, or is making the claim process unnecessarily difficult.

• Insurance delays aren’t always bad faith—claims can legitimately stall while the insurer waits on documents, confirms coverage, or investigates.
• Get timelines in writing and keep a paper trail (emails, documents sent, call notes) so the insurer can’t claim the delay is on you.
• If the adjuster won’t respond, escalate to a supervisor or complaint line, then consider filing a complaint with your state insurance department.
• For large losses, serious injuries, or disputed fault, speaking with an auto insurance lawyer may help move a stalled claim forward.

Step 1: Make Sure It’s Actually a Delay (and Not a Missing Item)

Car insurance claims can take time, even when liability seems clear. Before you escalate, call your adjuster and politely ask two direct questions:

• What is the claim waiting on right now? (Example: repair estimate, photos, police report, medical records, recorded statement, coverage review, etc.)
• What is the next decision date? Ask for a specific timeframe, and ask them to put it in writing (email is fine).

If you bought the policy through an agent, you can also ask your insurance agent to help you reach the right person or escalate internally.

If the claim involves injuries, disputes over who caused the crash, multiple vehicles, or potential fraud concerns, delays are more common. If it was a minor fender bender and nothing is happening for weeks, that’s when you should start documenting and escalating.

Step 2: Get Organized (This Makes Stalling Harder)

Whether the delay is legitimate or not, your best leverage is a clean paper trail. Create a simple claim folder and track:

• Claim number, adjuster name, direct phone number, and email
• Dates/times of every call (and what they said)
• Every document you sent (photos, estimates, medical bills, rental receipts, etc.)
• Every document they requested (and whether you provided it)

When you send anything, send it in writing (email is ideal) and ask for confirmation it was received. If you talk by phone, follow up with a short email: “Just confirming our call today—claim is pending X, and next update is expected by Y.”

Step 3: Ask for a Clear Coverage Position (Approved, Denied, or “Reserved”)

Insurers generally have to make decisions based on policy language and the facts of the loss. If you feel stuck in limbo, ask the adjuster:

• Is coverage accepted, denied, or being handled under a reservation of rights?
• If denied (or partially denied), what policy language supports it?
• What specific facts are missing that prevent a decision?

If they’re refusing to pay something you believe is covered, review whether this is a true denial situation. This guide explains how insurers justify denying coverage and the common reasons they use to deny or reduce your claim.

Step 4: Escalate Inside the Company

If your adjuster isn’t responsive or the explanations don’t add up, escalate—calmly and in writing. Ask for:

• A supervisor review
• The claims department “complaint” or “customer advocacy” line
• A written summary of what’s still needed to finalize payment

This isn’t about being aggressive—it’s about making sure the file is moving forward and the company can’t later claim “we were waiting on you.”

Step 5: Know the Difference Between “Your Insurer” and “The Other Driver’s Insurer”

What you can demand depends on who you’re dealing with:

• If it’s your own insurer (collision, comprehensive, MedPay/PIP, uninsured motorist, etc.), you’re a policyholder with contractual rights. Your policy outlines deadlines, duties, and dispute options.
• If it’s the at-fault driver’s insurer (a third-party claim), they still must handle claims fairly, but they’re not “your” company. They may move slower and negotiate harder because they’re protecting their insured.

If you need your car fixed fast, using your own collision coverage (if you have it) can speed things up, then insurers can sort out reimbursement later.

Step 6: Watch for Common Delay or Lowball Tactics

Some insurance companies process claims efficiently and fairly. Others use strategies that can slow down or shrink payouts. Examples include:

• Quick settlement pressure. They offer a fast settlement and push you to sign before you understand the full cost (especially with injuries).
• Broad medical record fishing. They request extensive records and then look for anything to argue your injuries were pre-existing or unrelated. (This can be especially relevant with medical payments coverage and injury claims.)
• Artificial urgency. They imply you must accept by a deadline that isn’t actually required.
• “Friendly” discouragement. They insist you don’t need advice or outside help—while the claim goes nowhere.

One big red flag: the insurer can’t clearly explain what they need or when a decision will be made, but keeps “resetting” the process with new requests.

Step 7: File a Complaint With Your State Insurance Department

If the claim is stalled, communication is poor, or you believe you’re being treated unfairly, you can file a complaint with your state’s Department of Insurance (DOI). Regulators can’t force an insurer to pay a claim simply because you complain—but a DOI complaint often gets the file reviewed by a higher-level claims team and requires the insurer to respond.

You can find your state insurance department here: NAIC: State Insurance Departments (File a Complaint).

Step 8: Consider Hiring an Auto Insurance Lawyer

Sometimes, an insurer is stalling because they suspect fraud or need more documentation. Other times, the delay may cross into bad-faith territory—especially if they refuse to explain decisions, ignore evidence, or make unreasonable demands.

If you feel your insurance company is acting in bad faith or refusing to cover legitimate damages, it may be time to contact a lawyer. In some situations, it’s possible to sue your own insurance company.

When hiring a lawyer may make sense

Legal help is more common (and more useful) when the stakes are high or fault is disputed, such as:

• You’re unable to work. If you’ve lost income after an accident—or you’re worried about losing your job—an attorney may help pursue wages and related damages.
• There’s a dispute over who is at fault. When liability is contested (see what happens if you’re at-fault), claims can drag out. An attorney can help gather evidence and push the case forward.
• There are serious injuries or large damages. High-dollar claims often involve tougher negotiation and more scrutiny.

Tip: If you’re considering a lawyer, avoid signing any settlement release until you’re confident it covers everything you’re giving up.

FAQs on Car Insurance Claim Delays and Denials

Final Word

If your car insurance company won’t pay—or seems to be stalling—start by confirming what’s missing and getting timelines in writing. Keep meticulous records, escalate to a supervisor, and ask for a clear coverage position. If the claim still isn’t moving, a complaint to your state insurance department can help force a response. And if the situation involves major injuries, a liability dispute, or signs of bad faith, consider speaking with a qualified attorney.

Note: This article is for general informational purposes and isn’t legal advice. Claim rights and deadlines vary by state and by policy.