Janie Helps Mississippi Homeowners Submit Insurance Complaints

How to contact Janie or speak with MID staff

General inquiries can also go to consumer@mid.ms.gov. These are Mississippi Insurance Department contacts, separate from SHIC’s roofing office.

Verify contact options on the official MID Request Assistance page.

What happens during a Janie call?

1. Explain the issue. Describe what happened and why you are making a complaint.
2. Provide identifying information. Janie asks for contact details, the insurer and policy information.
3. Submit the complaint. The assistant completes and sends the form to MID; department staff take over.

In its launch announcement, MID instructed Janie callers to email additional documentation within two days. Follow the instructions provided for your submission and contact Consumer Services if you need clarification. The assistant is an intake option, not an automated decision on coverage or payment.

A complaint is different from an insurance claim

A claim asks your insurance company to handle a loss under your policy. A complaint asks MID to review a problem involving an insurer or agent. Calling Janie does not replace reporting damage to your insurer.

MID identifies claim-handling delays, denials, cancellations and nonrenewals among the issues it can investigate. Its authority has limits: it cannot order an insurer to pay a claim, determine property value or act as your legal representative.

See MID’s company complaint instructions and authority limits.

Prepare a clear record of the problem

For a roof-related concern, organize your records before calling. A short timeline is easier to explain than a folder of unrelated messages.

• Policyholder details, insurer name, policy number and claim number, if available.
• Date of loss and a concise explanation of the unresolved issue.
• Correspondence, inspection reports, photographs, estimates and relevant receipts.
• Dates of conversations and the explanation or response you are requesting.

Distinguish what you observed from what someone told you. For example, record when a ceiling stain appeared and what the inspection report says, rather than assuming the cause from the stain alone.

You can still file online or use a printed form

MID offers company complaint forms online and for printing. Its online instructions require supporting documents within two working days. For online submissions, the department asks consumers to allow 20 working days for it to contact the company or agency; this is not a promise of payment or a final resolution within that period.

Where SHIC can help Gulf Coast homeowners

Southern Home Improvement Center’s role is the construction side: evaluating visible roof conditions and discussing a repair or replacement scope. Photographs and a written estimate can help explain the work being proposed. They do not establish insurance coverage or guarantee a claim outcome.

SHIC is separate from MID and Janie. Insurance complaints should go through the department’s official channels.