In Pennsylvania, proper claims practices are governed by Act 205 of 1974, known as the Unfair Insurance Practices Act, and by the Unfair Claims Settlement Practices regulation. If one of your clients feels his or her claim is not being handled properly, you can consult both the law and regulation below:

Law - Unfair Insurance Practices Act (Act 205)
Regulation - Unfair Claims Settlement Practices

How to file a complaint with the Insurance Department - Clients who feel they are unfairly treated can be refered to this Insurance Department's web page where complaints can be filed. While you may provide some assistance to the client in phrasing his grievance, the complaint MUST come from the customer (the Department expects it, and so does the carrier to which, as an agent, you owe a duty of loyalty).