A claim that stalls is a claim that saves them money.
Delay is a tactic. Koala documents the timeline, cites the standards for prompt handling, and drafts a firm letter that asks for a decision: in writing, with a deadline.
Free while in beta · Koala is not a law firm
What you're up against
Every week a claim sits unresolved is a week the insurer holds money that may be yours. Silence and repeated requests for the same paperwork are easy to mistake for process rather than pressure.
Backup that does the work.
Documents the timeline
Koala organizes what you've sent and when, so the record of delay is clear and dated.
Cites the standard
It references the prompt-handling expectations that apply in your state so the letter isn't just a complaint.
Asks for a decision
You get a letter that requests a written response by a specific date, approved by you before it's sent.
Delayed claims questions
The things worth knowing before you answer your insurer.
How long is an insurer allowed to take?
It varies by state. Most set expectations for how quickly a claim must be acknowledged, investigated, and decided once you've sent what they asked for, which is why a letter that cites the standard reads very differently from one that just complains.
They keep asking for documents I've already sent.
Then the record of what you sent and when is the most valuable thing you own. Repeated requests for the same paperwork are easy to mistake for process; laid out as a dated timeline they are much harder to explain away.
Should I keep calling?
Call if you like, but put everything in writing. A phone call leaves no record and a letter that requests a written decision by a specific date does, which is what changes the pace.
What if the delay just continues?
Your state's department of insurance takes complaints about claim handling, it costs nothing, and it puts your file in front of someone the insurer has to answer to in writing. It won't decide your loss, but a regulator asking questions changes how carefully a file gets read.
Don't recognise a word in your letter? Look it up in the glossary to find every term, and where it costs you money.
Before you reply to them, read this.
Everything below is free and requires no account. A claim answered from a position of knowing how the process works is a different claim.
- Read it
Reference
The glossary
Actual cash value, proof of loss, the appraisal clause: what each term means and where it bites.
- Read it
Guides
Playbooks for a live claim
Documenting damage before you file, and checking a total-loss valuation line by line.
- Read it
How it works
What Koala actually does
The six stages, what you approve, and what leaves your hands, all before you hand it anything.
See what you're actually owed.
Upload your documents and Koala gets to work. You approve everything before it's sent to your insurer.