The Bureau of Insurance is part of Virginia’s State Corporation Commission (SCC). Among other duties, it takes consumer complaints about insurers, agents and adjusters. A Virginia Bureau of Insurance complaint won’t set the value of your claim, but it can prompt a written response from the insurer and put claim-handling problems on the record.
When a complaint makes sense
- The insurer hasn’t acknowledged your claim or responded to your messages.
- Payments are delayed with no explanation.
- You haven’t received a written explanation for a denial or partial payment.
- Promised inspections or estimates never arrive.
What to include
- Your policy number, claim number and the insurer’s name.
- A short timeline of the claim, with dates.
- Copies of key letters, emails and estimates.
- A clear statement of what you’re asking the insurer to do.
Complaints can be filed through the Bureau of Insurance section of the SCC’s website. Keep a copy of everything you submit.
What the Bureau can and can’t do
The Bureau can ask the insurer to respond and review whether it followed Virginia insurance law, including the unfair claim settlement practices in Virginia Code § 38.2-510. It generally can’t decide disputed facts, set the amount of your loss or award damages. Those questions belong to appraisal, negotiation or, if necessary, the courts.
Complaint or appraisal?
They solve different problems. A complaint addresses how the claim is being handled. Appraisal addresses how much the loss is worth. Some policyholders use both. If your issue is the number, start with an insurance estimate review.