If you are an Arizona resident and your insurer denies your coverage after the external independent review process, you can file a complaint with the Department.

Complaint information

Your complaint should include the following information:

• The name, address, email address, and telephone number of the person filing the complaint (“Complainant”);
• The name of the insured individual, if different from the Complainant;
• The names of any other parties involved in the claim (for example, the plan administrator);
• The name of insurance company and the type of insurance;
• The state where the insurance plan was purchased;
• Claim information, including the policy number, certificate number, claim number, dates of denial, and amount in dispute;
• The reason for and details of the complaint; and
• What you consider to be a fair resolution.^[16]

Supporting documents

You should submit any letters, emails, forms, insurance policies, proof of payment, or other documents that will help the Department assist you with your complaint.^[17]

How to submit

The complaint may be submitted online here, emailed to [email protected], faxed to (602) 364-2505, or mailed to the following address:

Arizona Department of Insurance
Consumer Affairs Division
2910 North 44^th Street, Suite 210
Phoenix, AZ 85018-7269^[18]

What happens after the Department receives my complaint?

The Department will typically research, investigate, and resolve individual consumer insurance complaints. The Director of the Department may examine your account, records, documents, and transactions. He or she may also question witnesses, request additional documents from other parties, and hold a hearing.^[19] The Department will then provide you with a decision.

Who should I call if I have any questions about filing a complaint?

You can contact the Department at (602) 364-2499 or (800) 325-2548 if you live in Arizona but are outside the Phoenix area. The Department telephone line is open from 8:00 a.m. to 4:00 p.m. Monday through Friday.