Consumer Services Division

Dusty Smith, Division Manager

  • Receives, researches, investigates and resolves individual consumer complaints against insurance companies, agents and brokers
  • When submitting a formal complaint to our office, please include the following items to allow us to accurately handle your concerns:
    • Your complete name, mailing address and phone number to contact you
    • The full name of the insurance company, agent, agency or broker involved
    • Your policy number
    • The claim number, if applicable
    • A detailed description of your concerns

    We Can...

    • Submit your complaint to your insurance company or insurance agent, agency or broker. They are required to respond to the Alabama Department of Insurance.
    • Review the response to determine whether or not the insurance entity acting according to the terms and conditions of the insurance policy in question.
    • If we determine that the insurance company or insurance professional did not meet the legal obligations of the policy, we will require corrective action.
    • Help you understand your insurance policy.

    We Cannot...

    • Provide assistance with your insurance complaint if you have an attorney
    • Provide assistance to medical providers
    • Provide legal advice or provide legal representation
    • Provide medical advice
    • Intervene on your behalf in a pending lawsuit
    • Determine who was negligent or at fault
    • Determine the value of a claim or the amount of money owed to you
    • Determine the facts surrounding the claim or determine who is being truthful when there are different versions of the accident or claim
    • Determine the facts regarding any other disagreement between you and another party
    • Help resolve complaints or investigate matters for plans or insurance agents, agencies, brokers or companies that are not subject to the insurance laws of the State of Alabama
      *Please note, if the insurance company is self-funded, your employer administers the program. You will need to contact your employer for assistance.
  • Refers completed investigations to Legal Division
  • Provides educational materials and assistance for consumers and senior citizens regarding insurance questions and coverage provisions
  • Responds and deploys staff members to disaster sites to assist victims in expediting their insurance claims
  • Participates in Consumer Outreach programs with staff members speaking to community and consumer groups throughout the state
  • Investigates unlicensed and unauthorized insurance activities
  • Investigates alleged violations and where evidence warrants forwards charges to Legal Division

More Resources