Short answer: Florida carriers are required to acknowledge and investigate claims on specific timelines under Fla. Stat. 627.70131. When a carrier goes silent, document the silence with timestamped written outreach, file a DFS complaint at MyFloridaCFO, and consider a Civil Remedy Notice if violations are material.
Step 1: Generate written record
Stop relying on phone calls. Every outreach from here forward should be in writing: email, certified mail, or both. Why: written records create evidence; phone calls don't.
Step 2: Send a statutory demand
A letter that:
- Identifies the specific statutory deadline the carrier missed (Fla. Stat. 627.70131)
- Requests written explanation within 7 days
- Preserves all policyholder rights
- Establishes paper trail for future CRN or bad-faith action
Step 3: DFS complaint
Go to MyFloridaCFO.com and file a consumer complaint. Free, and carriers typically respond promptly to DFS contact.
Step 4: Consider a Civil Remedy Notice
If the carrier continues to stonewall, file a CRN under Fla. Stat. 624.155. The 60-day cure window focuses carrier attention. Ocean Point prepares CRNs as a specialty service.
Step 5: Attorney involvement
If the CRN cure window expires without resolution, coordinate with policyholder counsel on bad-faith litigation.
What to document
- Every written outreach with dates
- Every non-response
- Every phone call attempted (log date/time even if unanswered)
- Any policy deadline (supplemental 18-month, suit limitation in policy)