When the insurer stops responding and your claim is stuck: how to unblock a stalled claim

When the Insurance Company or the Consortium Stops Responding: Blocked Files, Missing Experts, and What You Can Do

You report the claim.

You submit the documentation.

You speak with the expert.

And suddenly… silence.

No calls.

No emails.

No clear answers.

They tell you that “it’s being processed,” that “they’re reviewing it,” that “you have to wait.” Weeks go by. Then months.

And the file remains exactly the same.

This situation is not exceptional. We see it daily, both with private insurance companies and with claims from the Insurance Compensation Consortium, especially after massive disasters like DANA storms or extraordinary floods.

In this article, we explain why files get blocked, what real situations we’ve seen, and what the insured can do when the silence becomes a serious problem.

Silence Isn't Always a Coincidence

When an insurance company or the Consortium doesn't respond for weeks, several factors usually converge:

• Complex cases that no one wants to take on
• Overworked or overloaded claims adjusters
• Claims with underinsurance, multiple policies, or damages that are difficult to assess
• Administrative errors that no one corrects
• Internal team turnover
• Or simply a lack of follow-up

In straightforward claims, the process moves smoothly.

In complex ones, silence becomes a form of obstruction.

Real Cases We Frequently See

Without mentioning names or specific cases, these situations are more common than you might think.

Cases "Under Review" for Months

Policyholders who always receive the same response:

"It's under review," "it's pending," "they're assessing it."

No date.

No clear person responsible.

No real progress.

In some cases, the file is not being actively reviewed. Simply put, no one has taken it up again.

If something similar happens to you, here's what to do: My insurance company isn't answering: what to do

Disappearing Claims Experts

We've seen cases where:

• The claims expert stops answering calls
• WhatsApp is blocked
• The profile picture disappears
• There's no response to either the insured or the insurance company

In some cases, the claims expert:

• Has left the profession
• Has changed companies
• Or has left files without transferring them correctly

The result is the same: the file is left orphaned.

Files “lost” in Consortium systems

In claims related to DANA (isolated high-altitude depression), the Consortium manages thousands of files in a short period of time.

This leads to situations such as:

• Files assigned to teams that no longer handle them
• Uncommunicated internal changes
• Files without an active adjuster
• Documentation that no one reviews

The insured continues to wait… but no one is actually working on the case.

When the file is difficult, it gets stuck

The files that get stuck most often tend to have:

• Underinsurance
• Multiple policies involved
• Complex technical damage
• Loss of profits
• Damage not initially visible

In these cases, inertia works against the insured.

Here we explain why incomplete appraisals worsen the problem: Underestimation Appraisals: Why They Occur

Appointing a Party-Appointed Expert Changes the Landscape

One of the clearest turning points we see is the formal appointment of a party-appointed expert.

Not as a threat.

Not as a confrontation.

But rather as:

• Clear technical contact
• Person responsible for the case file
• Figure who compels the reactivation of communications
• Element that orders the claim

In practice, when an expert witness is formally appointed:

• Responses appear
• Valuations are reopened
• Case files are reassigned
• Reports are unlocked

Here we explain when it makes sense to do so: When to use an expert witness

The right to claim late payment interest

This is a little-known point.

When the insurer or the Consortium unjustifiably delays the payment of compensation, late payment interest may accrue, in accordance with the Insurance Contract Law.

It is not automatic.

It does not apply on its own.

But it exists.

In cases that have been stalled for months, this right should not be ignored, especially when:

• Coverage is accepted
• The damage is documented
• And the delay is unjustified

Introducing this concept often changes the insurer's attitude.

The insured's mistake: waiting indefinitely

Many policyholders think:

"If I insist, I'll only make things worse"

"It's best not to bother them"

"They'll get back to me eventually"

The problem is that time isn't always on your side.

Prolonged silence often ends in:

• Tacit closures
• Reduced compensation
• Poorly resolved cases

That's why it's important to know when to wait and when to act.

What to do when your claim is stalled

Depending on the case, it's usually necessary to:

• Review the claim file technically
• Check if there is an active claims adjuster
• Request a formal appointment
• Reorganize the documentation
• Rethink the approach to the claim
• Or escalate the claim correctly

We explain this process in full here: Home and business damage: how to claim from your insurance company

Conclusion

When a claim stalls, the problem is rarely that there is "no coverage."

It's usually due to:

• Lack of coordination
• Overload
• Technical complexity
• Or simply abandonment of the claim

Accepting this silence as normal is the biggest mistake.

Has your claim been unanswered for months?

We analyze blocked claims, claims without an active adjuster, and stalled claims with insurance companies and the Consortium.

Sometimes, reorganizing the claim and assigning the correct adjuster makes all the difference.

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