Acknowledgment Rules

State deadlines for acknowledging notice of loss and confirming next steps in writing.

Authority Guides › Acknowledgment Rules

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    Overview

    Most states require carriers to acknowledge receipt of a claim within a set number of days and provide initial instructions. Early acknowledgment sets the tone for timely inspections, document requests, and payments.

    Key Rules & Requirements

    • Timeframe: Commonly 7–15 days from notice of loss (shorter in some jurisdictions).
    • Content: Acknowledgment should confirm claim number, adjuster contact, and any immediate actions required.
    • Method: Written acknowledgment is best practice; some states require written confirmation of oral notices.
    • Receipt of documents: Carriers should confirm receipt of proofs sent with the notice.
    • Statutory references: Many unfair claims acts specify the acknowledgment deadline and penalties for failure.

    Step-by-Step Guidance

    1. Send initial notice by email/portal and request written confirmation.
    2. If no acknowledgment by the statutory date, send a follow-up citing the rule and asking for claim number and adjuster assignment.
    3. Confirm preferred communication channels and inspection scheduling process.
    4. Provide any urgent mitigation receipts and request instructions on debris retention.
    5. Escalate to a supervisor or regulator if acknowledgment remains missing.

    Required Documentation

    • Proof of notice (email sent, portal submission, call log).
    • Follow-up emails requesting acknowledgment.
    • Any initial photos or invoices submitted with notice.
    • State statute citation showing required timeline.

    Common Insurer Tactics

    • Claiming no record of the notice to reset the clock.
    • Providing verbal acknowledgment without contact information or next steps.
    • Assigning multiple adjusters without clarity on the primary contact.

    Red Flags to Watch For

    • No claim number or adjuster after the statutory deadline.
    • Repeated transfers between departments with no ownership.
    • Lack of written confirmation of mitigation instructions.

    Best Practices for Policyholders

    • Always request written acknowledgment and keep delivery proofs.
    • Summarize any phone notice in an email to create a record.
    • Ask for inspection date windows in the first acknowledgment.
    • Use statutory language to reinforce deadlines if ignored.
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