Responding to a TDI Consumer Complaint Letter

Texas consumers can get assistance from the Texas Department of Insurance (TDI) for complaints about insurance agents, insurance adjusters and insurance companies. TDI has a complaint portal which enables consumers to create an account, submit a complaint, and track the complaint's progress. The TDI website encourages consumers to first speak with their insurance company, insurance agent or adjuster to try to reach a resolution. If that doesn't work, or if a consumer doesn't want to talk to their insurance company, insurance agent or insurance adjuster, then the next step is to file a complaint against the Texas licensed insurance producer.

Once TDI has the information it needs from the consumer to process the complaint, TDI sends a consumer complaint letter to the licensed individual or entity - to the insurance agent, insurance brokerage, insurance company or insurance adjuster. This letter is usually sent by email, as licensees must provide an email address to TDI for official communications. The response deadline is very short - only 15 days. If 15 days is not enough time, a one-time 10-day extension can be requested by email. Extensions can be requested by emailing extensionrequest@tdi.texas.gov.

TDI typically requires a response to the complaint with attached documentation regarding the complaint. The responding licensee should also provide facts, law and documents that support the licensee's position. A response should be no more than 50 pages in length (including supporting documents) and must be emailed to the TDI intake unit responsible for handling the complaint. Under cover of the consumer complaint letter, TDI will typically provide a copy of the consumer complaint and the supporting documentation provided by the consumer. TDI publishes sample consumer complaints and sample responses here.

Critically, a Texas administrative law attorney can provide important assistance in responding to TDI consumer complaint letters. The Texas license defense lawyers at Ray & Weinstein, PC, can prepare an appropriate response to the letter to the licensee from the Texas Department of Insurance.

A consumer complaint can constitute an opportunity to resolve a misunderstanding, rebut a frivolous allegation, or correct a mistake at an early stage. However, failure to respond to a consumer complaint or submitting an ineffective response can ultimately lead to license discipline. Prompt action to retain an attorney can be crucial to resolving a consumer complaint and preventing regulatory issues with TDI.

Ray & Weinstein, PC, Texas administrative law attorneys, represent insurance producers and agencies in Texas Department of Insurance investigations. If you have received a letter from TDI, contact us to see how Ray & Weinstein, PC, Texas administrative law attorneys, can help you defend your license.