File A Complaint

If you have questions about insurance or are experiencing a problem with an insurance company, we are here to help. 

  • Toll-free number: 1-877-310-6560 
  • Life and Health Consumer Services: 804-371-9691
  • Property and Casualty Consumers Services: 804-371-9185
Before filing a complaint: 
  • Talk to your agent or insurance company.
  • Contact us by phone or email (AskAQuestion@scc.virginia.gov) to:
    • Ask general questions. 
    • Get the name and phone number for the direct contact at your insurance company to help you. 
  • Choose whether to file a complaint online (Consumer Complaint Portal) or by mail or fax. 

Appeal Help – Internal Managed Care Appeals & External Review:

We will:

  • Acknowledge your complaint within a week, explain next steps, and assign a complaint number for you to use when contacting us.
  • Ask your insurance company or agent to explain and respond to us. 
  • Contact you when we have completed our review of your insurance company's explanation and share our findings.
  • Recommend actions that you can take if we do not have the regulatory authority to resolve the problem.

Generally complaints are reviewed within 45 days. Our review and response may take longer if your complaint is claim related, involves a unique or complex problem and requires extensive research.

We cannot:

  • Recommend an agent, company, or specific insurance product.
  • Force a company to pay a claim outside the terms of the policy provisions.
  • Review medical records and make determinations regarding claims.
  • Act as your legal representative or get involved in a pending lawsuit.
  • Get involved if you have an attorney without your attorney's written permission.
  • Locate an insurance policy for a deceased individual if the company is not known.

We cannot decide:

  • Who was negligent or at fault.
  • The value of a claim or the amount of money owed to you.
  • The facts about a disagreement or who is being truthful when there are differing accounts of what happened.

We cannot assist with matters that are not subject to Virginia insurance laws or that are governed by other state or federal agencies such as:

Use our Consumer Complaint Portal to submit your complaint. 

  1. Set up an account using a valid email address and create a password.
  2. Submit your complaint. ​Provide as much information as possible and attach copies of all supporting documentation to the completed complaint form.
    • If you do not have an electronic copy of your documentation or the file is too large to upload to the portal, you may mail, fax, or email (AskAQuestion@scc.virginia.gov) the documents to us.
  3. An email confirmation with your complaint number will be sent to you after the complaint has been submitted.
  4. To add additional information, you can log back into the portal to add a comment or attach a document. Click the Submit button to save information.
  5. You will receive an email when there are updates to your complaint. To view these updates:
    • Log in to the Portal. Your complaint(s) will be listed by number on the Workspace page.
    • In the Action column next to each complaint, select one of the two links—Comments or Documents. You will be taken to a list of all updates- select the one you want to review.

*NOTE TO HEALTH CARE PROVIDERS: If you are submitting a complaint on behalf of a particular patient, you must obtain the insured's authorization in order for our office to contact the insurance company on his or her behalf. If you are experiencing problems with an insurance company which are more general in nature, or which involve a number of patients and/or claims, please call our office before submitting the complaint.

If you are unable to file a complaint on the online portal, please select the applicable form below to submit a complaint by mail or fax (fax cover sheet). Provide as much information as possible, attach copies of all supporting documentation to the completed complaint form, and keep the original documents for your records.

Mailing Address:

State Corporation Commission, Virginia Bureau of Insurance 
P.O. Box 1157
Richmond, VA 23218

*NOTE TO HEALTH CARE PROVIDERS: If you are submitting a complaint on behalf of a particular patient, you must obtain the insured's authorization in order for our office to contact the insurance company on his or her behalf. If you are experiencing problems with an insurance company which are more general in nature, or which involve a number of patients and/or claims, please call our office before submitting the complaint.