Complaints

Filing a complaint

The Utah Insurance Department has a staff of insurance experts available to help you understand your insurance coverage and answer your questions. If you have been unable to resolve a problem with your insurance company or agent, you may contact our staff for assistance, or file a written complaint. Most types of complaints can be filed through the Complaint Portal, including:

  • Health insurance (see additional information below regarding health insurance complaints)
    • PBM/Pharmacy
  • Annuities
  • Life insurance
  • Property & casualty insurance

If your complaint involves health insurance, please refer to the Health Insurance Complaints section below. Our consumer service personnel are available to assist you between the hours of 8:00 a.m. and 5:00 p.m., Monday through Friday by calling: Salt Lake City area: 801-957-9200 In-state toll-free: 1-800-439-3805.

How to file a complaint

  • The online process requires that you open an account. When creating your account it is important to make note of the password you select, it will be required to access the status of your complaint. Once your account has been created, you will be able to access the complaint form and submit your complaint. The purpose of a password-protected account is to provide secure transmission of the complaint and communication to and from the Insurance Department.
  • If you are not able to complete your complaint online, you can download a PDF form below.
  • Once we receive your complaint:
    • Your complaint will be forwarded to the party that you are complaining against for a response.
    • We will review the response and provide you with our findings.
  • The complaint process usually takes three to four weeks.

Independent Review

If you have had a claim denied by a health insurance company and have completed the appeal process outlined in your policy, you may be eligible for an independent review. Learn more about Independent Review of an Adverse Benefit Determination.

Health insurance complaints

Where to file your health insurance complaint

Use the guide below to find where to file your health insurance complaint based on your health insurance plan type.

To determine what type of health insurance you have, check your health insurance identification (ID) card. Your ID card will include information similar to this sample card:

Sample health insurance ID card

Individual and Employer Fully Insured Plans

Look for "State Regulated" on the front or back of your ID card
  • For insurance policies purchased in Utah:
  • For insurance policies purchased in other states:
    • File directly with that state's Department of Insurance. Information for their contact information is available on the NAIC State Map.

Employer Self-Funded Plans

Look for "Administered by" on the front or back of your ID card

Many large employers self-fund employees' health benefits rather than purchasing coverage from a health insurance company. Self-funded employers may use an insurance company to administer the benefits. If you are unsure, contact the company on your health insurance card.

State insurance departments do not have jurisdiction over these plans.

If you have a complaint, you may contact the employer or the U.S. Department of Labor. Learn more about Self-Funded Health Insurance Claims.

Medicare & Medicare Advantage Plans, and Medicare Prescription Part D Plans

If your policy is a Medicare Advantage Plan or a Part D Prescription Plan, you will need to contact Medicare at the U.S. Centers for Medicare & Medicaid Services.

Medicare Supplement Plans (Medigap)

  • For insurance policies purchased in Utah:
  • For insurance policies purchased in other states:
    • File directly with that state's Department of Insurance. Information for their contact information is available on the NAIC State Map.

Utah Medicaid Plans

  • If your policy is a Medicaid plan, you will need to contact the Utah Department of Health and Human Services (DHHS) at 800-662-9651 or 801-538-6155

Need Help Determining Your Plan Type?

If you are unsure which type of health coverage you have, call us at 801-957-9280, and we will help you identify your policy.

Claim handling laws and rules

Learn about Claim Settlement Practices.

File a complaint

File online

Use the "Go to complaint portal" button to visit the Insurance Department Complaint Portal to file online. The portal will help you submit your complaint.

Using the Complaint Portal is the preferred and fastest way to resolve your complaint.

Go to complaint portal
(opens in a new tab)
If you are unable to access the portal, you may download a paper form. However, the paper form must be submitted by mail, fax, or email. PLEASE NOTE: Filing a complaint using a paper form will take longer to resolve your complaint.