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Maine.gov > PFR Home > Insurance Regulation > Complaints

Filing Complaints with the Maine Bureau of Insurance

An insurance complaint with the Maine Bureau of Insurance can be filed either through the mail or electronically.

Instructions for Filing a Complaint

Please provide the details:

  • Tell us what happened, who was involved, and why you think the company or agent is wrong.
  • Have you tried to resolve this problem? If so, please provide us with details of the efforts you have made to resolve this problem.
  • What do you want the company to do?

Please be sure to attach copies (not originals) of applicable documents, such as:

  • Letters, e-mail and other communications, such as notices from the insurance company, explanations of benefits and appeal decisions, between you and the insurance company or agent concerning your complaint;
  • Records explaining how claim payments were calculated;
  • A copy of your insurance policy or certificate of coverage;
  • Property loss forms, vehicle appraisals, police reports;
  • Any additional information you feel might be pertinent to the complaint.

NOTE:  If you are filing on line, any paper copies listed above can be either sent by fax to (207) 624-8599 or to the mailing address below.  Please include your name and the words “Consumer Complaint.” 


Bureau of Insurance
34 State House Station
Augusta, ME 04333

If you need help please call (207) 624-8475 (in Maine toll free 1-800-300-5000).

ELECTRONIC OPTION: You can file your complaint electronically using our online forms below. If you choose to send an electronic form, the Bureau cannot guarantee the confidentiality of your complaint during electronic transmission. Once received by the Bureau your file will be confidential.

For some types of complaints you may be required to provide a signed release form to allow the Bureau to investigate your complaint. If this is the case, you will be contacted by a Bureau staff person who will provide you with the necessary form.

MAILING OPTION: To submit your complaint through the mail, please print out and complete one of the forms below. The signed complaint form authorizes the Bureau to investigate your complaint.  If additional space is needed, please use a separate sheet of paper.
Once completed, detach the complaint form and mail to:
Bureau of Insurance
34 State House Station
Augusta, ME 04333

 

How the Bureau Handles Your Complaint

When we receive your completed complaint form, it will be assigned to an investigator who will contact you by mail at the beginning of the investigation. We will write to the company summarizing your complaint and request a written response to the issues you raised.
By law, any person or company we license must respond to us within 14 days. We allow the company an additional three days for mailing time. If we don’t receive a timely response, we send out a follow-up letter by certified mail; however, the company may ask the Bureau for an extension if the response requires additional investigation.
The length of an investigation will vary; it may require follow-up letters and phone calls. The investigator will advise you of the outcome of the investigation. This usually takes a minimum of thirty days.
The Bureau is committed to doing a thorough investigation on your behalf. Our duty is to enforce the insurance laws and regulations of this state.
We cannot:

  • Force the company to satisfy you if no laws have been broken.
  • Act as your lawyer or give you legal advice.
  • Make medical judgments.
  • Make liability decisions.

Consumer Tips:

  • Read your policy. Make sure that you understand your coverage and call your insurer or agent if you have any questions.
  • Keep a file with all your insurance records.
  • If your health plan requires referrals, make sure to get a referral from your Primary Care Provider. Contact your insurance company before you receive the referred services to verify that the company approved the referral.
  • Take notes when you talk to the company; write down the date, time, and name of the person you talk to whenever you call with a question or a complaint about your policy or claim.

The Bureau of Insurance has many resources to help educate consumers about dealing with insurance companies, including tips about buying insurance and making claims. For more information, telephone us toll-free in Maine at 800-300-5000 or 207-624-8475.

 

Last Updated: August 22, 2012