Why Is My Insurance Company Calling Me? An In-Depth Look

Getting an unexpected call from your insurance company can be confusing and concerning. You may wonder why they are reaching out and if it indicates a problem with your policy.

In most cases, there is a reasonable explanation for the call that is nothing to worry about. However, it’s important to be cautious and protect yourself when communicating with insurance companies.

Here is an in-depth look at some of the common reasons an insurance company may call you, along with tips on how to handle the situation:

They Need Information to Process Your Claim

If you have recently filed an insurance claim, the adjuster may call you to gather additional details or verify information. They will likely ask questions about:

• The date, time, and location of the incident
• How the damage/injury occurred
• The extent of the damage/injury
• Any witnesses or other parties involved

Provide factual, accurate information without speculating. Don’t admit fault or make any statements about the cause. Be cooperative but cautious.

They Are Following Up on Your Claim

The insurance company may call to give you status updates on a claim you filed. For example, they may say:

• They are still reviewing your claim
• They need you to submit additional documentation
• They are sending an adjuster to inspect the damage
• They have reached a decision on your claim

Listen carefully and follow any reasonable instructions they provide. Make sure you understand the next steps in the claims process.

They Need More Information for Your Policy

If you recently applied for a new policy or changed your existing coverage, the insurer may call with questions about:

• Your driving record
• Claims history
• Vehicle use
• Home details like square footage or construction materials
• Health history (for life insurance applicants)

Provide complete and accurate responses. Do not minimize or hide requested details. Incorrect or omitted information could void your policy later.

They Want You to Extend or Renew Your Policy

As your policy nears expiration, the insurance company will likely call to pitch renewing your coverage. They may offer special discounts or policy extensions to keep you as a customer.

Consider the terms carefully, but don’t feel pressured to commit on the spot. Shop around before deciding to renew.

They Are Proposing Rate Changes

Insurance companies can re-evaluate your premium rates when your policy is up for renewal. If they find you are now higher risk, they may call to discuss raising your rates.

Rate hikes are common after claims, traffic violations, moving to a new area, or other changes. Ask for a detailed explanation of why your risk profile has changed. Consider options like increasing your deductible to lower the premium increase.

They Are Cancelling Your Policy

Insurance companies can cancel policies mid-term if certain conditions are met. For example, non-payment of premiums, fraud, or a serious violation like DUI may cause a cancellation. They will call to inform you of the cancellation reason and date.

There is usually a required notice period (10-30 days). Confirm the cancellation date and reason, then contact your state insurance department if you think it is improper. Start shopping for replacement coverage immediately.

How to Handle Calls From Your Insurance Company

Here are some important tips to protect yourself when fielding calls from insurance companies:

• Take notes. Document the date, name, number, and details of the call and conversation.

• Record calls if permitted. Ask permission first. Recordings document what was communicated accurately.

• Only provide facts. Don’t speculate about causes, admit fault, or make incident recollections. Stick to verifiable facts only.

• Confirm next steps. Before hanging up, verify any instructions they gave and next steps in resolving your claim or issue.

• Ask questions. Make sure you understand exactly why they are calling and what they need from you. Don’t be afraid to speak up.

• Avoid quick decisions. Don’t rush to extend policies, settle claims, or make verbal agreements. Take time to review options carefully first.

• Consult an attorney if needed. For issues like injury claims, get professional legal advice on dealing with the insurer.

• Follow up in writing. Send a letter or email confirming important details discussed over the phone for documentation.

Special Caution: Calls From the At-Fault Driver’s Insurer

If you were in an accident caused by another driver, you may get a call from their insurance company. The other insurer will likely try to minimize payouts by blaming you fully or partially for the crash.

You are not required to speak to the other driver’s insurance company. Politely decline to answer questions and state you will be in touch after you speak to an attorney. Then, get advice from an experienced personal injury attorney about how to proceed.

An attorney can handle communication with the other insurer on your behalf and make sure you receive fair compensation.

When to Take Further Action

While most insurance calls are routine, some situations require additional steps to protect yourself:

• Policy cancellation: If you believe the cancellation is improper, file a complaint with your state insurance department.

• Claim denial: Request a formal explanation in writing if your claim is denied. Consult an attorney about appealing if you disagree.

• Unsatisfactory offer: An attorney can assess if a claims settlement offer is fair and negotiate more if warranted.

• Harassment: File a complaint if you feel the repeated calls or questions are badgering or invasive.

• Unclear reasons: Keep inquiring until you understand exactly why the insurer is contacting you and what they expect from you. Don’t let vagueness slide.

The Bottom Line

It can be alarming to get an unexpected phone call from your insurance company, but there is usually a logical reason for their outreach. Protect yourself by being cautious, taking notes, and asking questions. If you have any doubts about how to proceed, consult a personal injury attorney for advice on communication with insurers.

With the right precautions, you can gain peace of mind about where you stand and resolve any insurance issues efficiently. Careful cooperation and clear communication is key.