REPORT: Colorado Division of Insurance Puts $17.6 Million Back in the Pockets of Coloradans
Division releases Annual Complaint and Recoveries Report
DENVER – Today the Colorado Division of Insurance (DOI), part of the Department of Regulatory Agencies (DORA), released its Annual Complaint and Recoveries Report for the last fiscal year (July 2024- June 2025). The report not only details the $17.6 million the DOI recovered for Coloradans, but also breaks down the number of complaints taken, while providing actual consumer stories on how the DOI helped solve their insurance issues.
The DOI recovered $17,607,341 for Coloradans in the last fiscal year. This included:
$10,430,250 Total Recovered on Property & Casualty Insurance Complaints
$5,764,272 recovered on homeowners insurance complaints
$3,880,700 recovered on auto insurance complaints
$7,176,838 Total Recovered on Life & Health Insurance Complaints
$3,011,033 recovered on health insurance complaints
$4,165,805 recovered on life insurance and annuity complaints
“Our Consumer Services Team works tirelessly to get the people of Colorado the support they need,” said Colorado Insurance Commissioner Michael Conway. “Improper delays, poor service and incorrectly denied claims cause unnecessary stress for consumers and I encourage anyone who has questions about their insurance to contact our Consumer Services Team. I’m proud of what they have been able to accomplish on behalf of Coloradans.”
The report illustrates some of the actual stories behind these recoveries.
Reimbursement for Car Repair Troubles - A consumer had to change auto body shops when their insurance and the first shop couldn’t come to an agreement. The consumer was reimbursed $500 that the insurance company previously declined to pay.
Out-Of-Network Error - A consumer’s claim was incorrectly filed as out-of-network, resulting in a $171,000 bill. Our team prompted the insurance company to recognize the error, and the consumer was not billed.
Lapsed Life Insurance Policies- The DOI stepped in to assist Coloradans with life insurance policies due to either a lapse in policy from carrier error or a delay in a payout during the loss of a family member. These cases can result in policies worth over $1,000,000 being reinstated.
Recoveries are important, but the DOI’s Consumer Services Team also works to answer people’s questions, help Coloradans better understand their insurance, and help them file complaints when something goes wrong. The Team fielded around 13,000 calls from consumers ranging from simple questions about claims and policies to more involved topics about insurance laws and regulations. The Team also helps consumers with questions about submitting formal complaints.
The Consumer Services Team is often the first point of contact for consumers looking for help. The Team investigates each individual complaint, but they also work to identify trends and systemic issues facing consumers, allowing them to dig deeper into the problems at hand. Top identified issues included:
Diabetic Supplies Coverage - Colorado Option Standardized health benefit plans were created to meet the needs of Coloradans, and this includes free diabetic supplies and low cost education. The Division has worked hard to help people understand coverage of diabetic supplies with Colorado Option plans and to understand when their plans aren’t covering something they should.
Breast Imaging Billing - Over the last year, the Division has seen an uptick in Coloradans filing complaints related to breast imaging. The Division has worked with several providers to recover funds incorrectly charged to patients.
As part of the Department of Regulatory Agencies, DOI’s mission is consumer protection. If you have questions, concerns or complaints about your insurance, it is important and valuable to contact the Colorado Division of Insurance Consumer Services Team - 303-894-7490 / DORA_Insurance@state.co.us / doi.colorado.gov (click on “File a Complaint”).
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About the Division of Insurance:
The Colorado Division of Insurance (DOI), part of the Department of Regulatory Agencies (DORA), regulates the insurance industry and assists consumers and other stakeholders with insurance issues. Visit doi.colorado.gov for more information or call 303-894-7499 / toll free 800-930-3745.
About DORA:
DORA is dedicated to preserving the integrity of the marketplace and is committed to promoting a fair and competitive business environment in Colorado. Consumer protection is our mission. Visit dora.colorado.gov for more information or call 303-894-7855 / toll free 800-886-7675.
