January 20, 2017

Policyholders Recover $7.6 Million after Turning to the Louisiana Department of Insurance for Help

Insurance Commissioner Jim Donelon reports that insurance policyholders in Louisiana were able to collect an additional $7.6 million as a result of assistance provided by the Louisiana Department of Insurance (LDI). Commissioner Donelon says these funds are a result of staff from the LDI Office of Consumer Services working with company representatives to resolve consumer complaints that were filed with the office. These recovered funds are in addition to the original amounts offered to consumers by their insurance companies.

“We receive calls from consumers related to such things as non-renewal or cancellation of a policy, confusion about certain provisions in a policy and feeling unsatisfied with what the company is offering to settle a claim,” Commissioner Donelon said. “Our new Office of Consumer Services was created in 2015 as part of the LDI reorganization and has led to better department efficiencies and greater recovery of funds.”

By way of comparison, in 2016 the LDI received 4,369 complaints and helped consumers recover $7,604,380 in additional payments from companies. In 2015 the LDI helped consumers recover $5,146,106 and there were 3,667 complaints filed. 
Funds recovered are from formal complaints regarding property and casualty, health, and life and annuities products. Information on complaints and funds by insurance product is as follows:

Consumer Insurance Dispute Settlements (January 1 – December 31, 2016)

     Insurance Product           Complaints Filed          Funds Recovered     
 Health 1,250 $1,424,641.23
 Life & Annuities      692  $591,272.48
 Property & Casualty           2,427  $5,588,466.08
 Total  4,369  $7,604,379.79


Also in the new year the LDI has launched a new web feature that allows consumers to search for and view complaints filed with the department against companies who write insurance in Louisiana. Consumers can visit to see complaints sorted by company name, premium written and the complaint index which measures complaints for a company relative to the amount of premium written. Along with level of coverage and affordability, complaint data is one of several factors consumers may consider when choosing an insurance company.
“The complaint index is meant to help consumers make apples-to-apples comparisons,” Donelon said. “The lower the complaint index, the fewer complaints a company has received compared to other companies relative to the amount of premium written. I am pleased to provide consumers with additional information to assist them in making informed decisions.” 

Insurance consumers may file a formal complaint online by going to or by filling out and mailing in a paper form. Complaints can also be filed in person by visiting the Louisiana Department of Insurance in Baton Rouge to meet with Consumer Services staff who are available between 8:00 a.m. and 4:30 p.m. with no appointment required.

Policyholders who file a complaint will receive a tracking number which they can use to check the progress of their case online and the name of the examiner who has been assigned to review their complaint. The average complaint takes 45 days to fully investigate, depending on the complexity of the case. 


About the Louisiana Department of Insurance: The Louisiana Department of Insurance works to improve competition in the state’s insurance market while assisting individuals and businesses with the information and resources they need to be informed consumers of insurance. As a regulator, the LDI enforces the laws that provide a fair and stable marketplace and makes certain that insurers comply with the laws in place to protect policyholders. You can contact the LDI by calling 1-800-259-5300 or visiting