We Can Help With:

• Certain surprise health care bills through our surprise billing program
• Health provider grievances
• Denied health insurance claims and denied requests for services through the health care appeals process

We Can Investigate:

• Claim-handling delays, denials, or unsatisfactory settlements
• Non-renewals and cancellations
• Delays in premium refunds
• Underwriting errors
• Conflicting information from your insurer
• Allegations of misconduct against insurance producers

We Cannot:

• Give legal advice, act as your lawyer, recommend insurers, or make liability/fault decisions.
• Resolve complaints requiring a judge or jury to determine truthfulness.
• Intervene in disputes between insurance companies and their employees or contractors.
• Help resolve complaints regulated by other agencies, including:
  • Medicaid/AHCCCS benefits
  • Medicare and Medicare Advantage Plans
  • TriCare or Federal/State Employee Benefit Plans
  • COBRA or Employer self-funded health benefit plans
  • Arizona unemployment insurance

1. Gather Documents: Scan and save necessary records (e.g., insurance cards, full policies, correspondence). Do not use thumb drives.
2. File Online: Complete the online form using the links above. Note: The system only allows one opportunity to attach documents. Ensure your documents are ready before starting.
3. Additional Documents: If you need to provide more documents later, email [email protected] with your original confirmation number. Do not submit an additional online complaint.
4. DIFI Review: We will ask the entity to respond, evaluate all information, and determine if a violation of law occurred. You will be notified upon closure.

System rejections frequently happen due to DATE fields. Follow these tips:

• Use the calendar drop-down menu when clicking a date field.
• If typing manually, use the exact format mm/dd/yyyy with slashes.
• Do not enter text (like "NA" or "Unknown") into date fields.
• If a date is unknown or not applicable, leave it completely blank.

Financial Institutions and Enterprises include:

• Advance Fee Loan Brokers
• Banks
• Collection Agencies
• Commercial Mortgage Bankers
• Commercial Mortgage Brokers
• Consumer Lenders
• Credit Unions
• Debt Management Companies
• Escrow Agents
• Loan Originators
• Money Transmitters
• Mortgage Bankers
• Mortgage Brokers
• Premium Finance Companies
• Sales Finance Companies
• Trust Companies

We Can:

• Provide your complaint to your financial institution/enterprise and require a response.
• Review the response for compliance with Arizona Revised Statutes and Administrative Code.
• Require corrective action if the regulated entity did not meet statutory regulations.

We Cannot:

• Award damages, provide legal advice, or intervene in pending litigation.
• Disclose complaint information to the public.
• Process complaints outside our jurisdiction, such as:
  • Federally chartered banks (visit the FDIC Information Center ⧉(opens in a new tab))
  • Federally chartered credit unions (visit the NCUA Consumers page ⧉(opens in a new tab))
  • Motor vehicle dealers (see the ADOT Auto Dealer Complaint page ⧉(opens in a new tab))
  • Pawnbrokers (contact your local County Sheriff's office)

1. Verify License: Use the az.gov License Search ⧉(opens in a new tab) to look up the license number and exact name of the entity. Include this in your complaint.
2. File Complaint: Submit your complaint online using the button above.
3. Supporting Documents: If your complaint requires supporting documents, email them along with a copy of your submitted form to [email protected], or mail them to:
   
   Financial Services Consumer Service Section
   Arizona DIFI
   100 N 15th Ave, STE 261
   Phoenix AZ 85007-2630
4. Resolution: We will conduct a review, require a response from the entity, and notify you when the case is closed.

We Can:

• Require the appraiser or property tax agent to respond to your complaint.
• Review for compliance with Arizona laws, rules, and the Uniform Standards of Professional Appraisal Practice (USPAP).
• Impose disciplinary or corrective action if violations occurred.

We Cannot:

• Award damages or order appraisers to amend appraisals or reimburse fees.
• Give you a new value for your property or confirm if the appraiser's opinion is correct.
• Act as your attorney, arbitrator, or provide findings for legal matters.
• Disclose investigation findings or documents to the complainant.
• Handle Reconsideration of Value (contact your lender) or Realtor complaints (contact the Dept. of Real Estate).

1. Initial Review & Investigation

The Department screens complaints for jurisdictional requirements. If met, we may require the Respondent to submit a written response and workfile within 10 days. The Department analyzes complaints for USPAP violations and may use a qualified investigator. If no violations occurred, the complaint is closed.

2. Continued Investigation & Settlement

If a violation occurred, the Respondent may respond to investigative findings. The Department may formally proceed or settle the matter by consent (e.g., education, probation, civil penalty, suspension) in lieu of a hearing.

3. Formal Administrative Actions

If not settled informally, the Department issues an Order or files a Notice of Hearing at the Office of Administrative Hearings. An administrative law judge hears the case and issues a recommended decision, which the Director accepts, rejects, or modifies.

4. Compliance File Review

If education, mentorship, or suspension is imposed, the Department conducts compliance reviews and may initiate further action for noncompliance.

1. Look up the license: Use the License Search ⧉(opens in a new tab) for the appraiser or tax agent and include their license number and full name.
2. Submit Form: File the complaint online using the button above.
3. Process: DIFI will evaluate the response, conduct research, and determine if violations occurred. Unless filed anonymously, we will notify you when the case is closed.