Short Answer

In North Carolina, you can ask the insurer to close a duplicate claim file and direct all communications and documents to one primary claim number. Send a short written request that lists both claim numbers, confirms your attorney’s representation, and asks for written confirmation that the duplicate file is closed and cross-referenced. There is no statute that requires a specific format, but clear documentation and follow-up keep your case organized. Closing a duplicate file does not pause any lawsuit deadlines.

Understanding the Problem

You are handling a North Carolina personal injury claim and want to keep everything under one claim number so documents, calls, and payments do not get split. Can you have the insurer close a duplicate claim file the company opened after your attorney sent a letter of representation? Here, the insurer created a second claim record instead of using the existing one.

Apply the Law

North Carolina law expects insurers to handle claims fairly and communicate in a way that avoids confusion, but it does not prescribe the internal claim-number process. You can request that the insurer close a duplicate file and consolidate all correspondence under a single claim number. Do this in writing with clear identifiers and ask for confirmation. This is handled with the insurer’s claims department, not the courts. No statute sets a deadline for closing duplicates, and administrative steps do not extend the time to file suit.

Key Requirements

• Identify both claim numbers: List the original and duplicate numbers and designate which one will remain open.
• Confirm representation and contacts: Restate your attorney’s representation and provide the correct point of contact for all communications.
• Request written confirmation: Ask the insurer to close the duplicate file and send written confirmation noting a cross-reference to the primary file.
• Consolidate documents: Instruct the insurer to migrate or associate any records in the duplicate file (letters, medical bills, photos) to the primary file.
• Follow up promptly: If you do not receive written confirmation within a short window (for example, 7–10 business days), follow up and escalate to a supervisor if needed.

What the Statutes Say

• North Carolina Gen. Stat. § 58-63-15 (Unfair insurance practices) - sets standards for fair claim handling, including claim settlement practices.
• North Carolina Gen. Stat. § 75-1.1 (Unfair and deceptive acts or practices) - prohibits unfair or deceptive acts in trade or commerce; sometimes applied to claim handling conduct.

Analysis

Apply the Rule to the Facts: You already have one claim on file, and after your attorney’s letter, the insurer opened a second claim. List both claim numbers in a single written request, confirm your attorney’s representation, ask the insurer to close the duplicate file, and request written confirmation that all records are linked to the primary file. Because the insurer agreed to close the duplicate, follow up to obtain written confirmation and verify the adjuster’s contact details tied to the primary claim.

Process & Timing

1. Who files: The injured person (or their attorney). Where: The insurer’s claims department for your existing claim. What: A short written request (email or letter) listing both claim numbers, the correct primary number, your attorney’s letter of representation, and a request to close the duplicate and cross-reference files. When: As soon as you discover the duplication; request written confirmation within 7–10 business days.
2. After your request, the insurer typically updates its system, assigns one adjuster, and closes the duplicate record. Expect a confirmation email or letter; if none arrives within the requested timeframe, follow up and ask for a supervisor review.
3. Once confirmed, send all future documents and calls under the primary claim number, and keep a copy of the confirmation for your file.

Exceptions & Pitfalls

• Separate coverages may have separate claim numbers (for example, bodily injury, medical payments, property damage, or UM/UIM). Do not close a claim number that is legitimately tied to a different coverage.
• Do not assume records migrate automatically. Ask the insurer to move or associate all duplicate-file documents to the primary file and confirm in writing.
• If the adjuster changes, confirm the new adjuster’s contact information and that the primary claim number remains the same.
• Keep your own claim log noting dates, claim numbers, and contacts; it helps resolve future confusion and protects against misdirected communications.

Talk to a Personal Injury Attorney

If you're dealing with duplicate claim numbers or disorganized claim handling after an accident, our firm has experienced attorneys who can help you understand your options and timelines. Call us today at [919-341-7055].

Disclaimer: This article provides general information about North Carolina law based on the single question stated above. It is not legal advice for your specific situation and does not create an attorney-client relationship. Laws, procedures, and local practice can change and may vary by county. If you have a deadline, act promptly and speak with a licensed North Carolina attorney.