“Your Claim Is Still Under Investigation”: How Long Can They Take?
Last reviewed October 10, 2026 by Ali Ahmad, MyAutoTriage editor.
What the adjuster said
"Your claim is still under investigation."
Short answer
Insurers don't get unlimited time. Under the NAIC model rules most states follow in some form, they must acknowledge a claim within 15 days, accept or deny within 21 days of your proof of loss, and if they need longer, tell you why in writing and update you every 45 days. Your state's exact deadlines may differ.
What it usually means
Sometimes the investigation is real: fault is disputed, a witness hasn't called back, or the insurer is waiting on its own driver. Sometimes the file is just sitting. A written request that names the deadline usually shows which.
What the rules say
- Acknowledge the claim within 15 days, and reply within 15 days to other communications that expect a response (Model 902, Sections 6A and 6C).
- Accept or deny a first-party claim within 21 days after receiving proof of loss; if more time is needed, say why within those 21 days, then send a letter with the reasons every 45 days (Section 7A-B).
- Pay within 30 days once liability is affirmed and the amount isn't in dispute (Section 7F).
The NAIC model act and regulation are templates that most states have adopted in some form, often with different deadlines or wording. Your state's own law and your policy are what apply.
What to say back
Reply in writing (email is fine) so you have a record. Fill in the brackets:
I am writing about claim [claim number], reported on [date]. I sent my proof of loss on [date] and have not received a decision. Please tell me in writing what specific information you still need, the reasons more time is needed, and the date you expect to decide the claim. Under my state's claim-handling rules, I expect a written response within 15 days.
Frequently asked questions
Do these deadlines apply when I claim against the other driver's insurer?
The acceptance and payment deadlines in the model regulation are written for first-party claims, but many states apply acknowledgment and good-faith rules to third-party claims too. Your state's rules decide.
What counts as proof of loss?
The documents your insurer reasonably needs to decide the claim, often a signed form plus estimates, photos and the police report. Send them in writing and keep the date: deadlines usually run from when the insurer receives them.