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Texas Department of Insurance
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Get help with a TWIA complaint


You have one year from the date of loss to file a claim with the Texas Windstorm Insurance Association (TWIA).

Step 1: Work with TWIA.

If you think TWIA’s estimate of your damage is too low, call TWIA at 800-788-8247. Have your policy number and claim number. It’s a good idea to also make your request in writing and keep a copy.

Ask TWIA for a copy of its estimate if you didn’t get one with the payment. Tell TWIA about damaged items missing from its estimate, where amounts are lower than your contractor’s estimate, newly discovered damage, and any other unmet needs. Send copies of any contractor estimates and other items supporting your request to TWIA.

Step 2: Ask for an appraisal.

Appraisal is a formal process to handle disputes over the amount of a covered loss. It’s important to know the deadline to ask for an appraisal to protect your right to challenge TWIA’s decision.

  • You have 60 days to demand appraisal from the date of the notice from TWIA stating it accepted your claim.
  • For certain catastrophic circumstances (like hurricanes) you may have extra time to demand appraisal.

How to ask for an appraisal:

  • Use TWIA’s form, write a letter, or send an email to with your claim number and say that you want an appraisal. Keep a copy of what you send.
  • Make notes of any conversations you have with TWIA about your claim or appraisal.
  • You’ll split the cost of appraisal with TWIA. Check your policy for more details.

Why you might want to do both

If you don’t ask for appraisal before the deadline, you will lose the right to challenge TWIA’s decision about the amount of your loss.

You can ask TWIA to review your claim and continue to work with them after you get your first payment from them. If your appraisal deadline is getting close and you still aren’t happy with the amount TWIA is offering, you can ask for appraisal.

Step 3: File a complaint with us.

We can help with complaints against the insurance companies, agents, and adjusters we regulate.

Before you complain to us, understand that there are some things we can’t do:

  • We can’t make a company pay a claim unless its failure to pay violates a law or the terms of your policy.
  • We can’t settle disputes when you and the company disagree about the facts. For example, we can’t determine if damage was caused by a storm or normal wear and tear.
  • We can’t help with complaints against another person’s insurance company.

File your complaint

Use our online complaint system. You can attach supporting documents.

Tips and resources

Step 4: Get legal help.

If TWIA denied your claim, you may file a lawsuit. You must notify TWIA before filing the lawsuit. You have two years to provide notice and file the suit. TWIA may require you to go to mediation or another dispute resolution process before you can file suit.

If you’re still not happy with the outcome of your claim and you want to sue, use these resources to find legal help.

Questions? Call us at 800-252-3439.

Last updated: 6/9/2023