If a home or auto insurer quoted you a startling premium, or declined you, over claims you do not recognize, the place to look is your CLUE report. CLUE, the Comprehensive Loss Underwriting Exchange, is a claims-history database run by LexisNexis Risk Solutions. It is a consumer report under the Fair Credit Reporting Act. When it is wrong, you have the right to see it, to dispute it free of charge and to seek compensation if the error cost you money or coverage.
What a CLUE report is and who keeps it
The CFPB’s list of consumer reporting companies places LexisNexis C.L.U.E. in its personal property insurance category and describes it as a claims information exchange. It collects up to seven years of auto insurance claims and seven years of home and personal property claims, and insurers use it for pricing and underwriting. In practice there are two files: your auto claims, and the claims on the homes and personal property you insure.
The FCRA treats a company that compiles insurance-claims files on consumers nationwide as a “nationwide specialty consumer reporting agency” (15 U.S.C. § 1681a(x)). The CFPB lists CLUE among the companies that must give you a free report every twelve months. CLUE also sits beside LexisNexis’s other consumer files and the insurance-underwriting bureaus like Milliman IntelliScript in the property and insurance reports directory. These files price what you pay and are governed by the same law as the credit bureaus, and the dispute letter guide applies to every one of them.
What is on the report and how insurers use it
Each entry records a claim: the policy number, the date of loss, the type of loss and the amount the insurer paid, along with the vehicle or the property involved. Insurers report a claim to the exchange when it is filed. When you apply for coverage or ask for a quote, the insurer can pull the file and use your claims history, or the claims history of the property, to decide whether to offer coverage and what to charge. A claim on the file, yours or not, moves your quote before you ever speak to an underwriter.
A property report follows the house, not only the owner. The Texas Department of Insurance notes that a home’s report covers claims filed on it even if you did not own it at the time. The Texas and Washington insurance regulators both say a buyer has to ask the seller, as the owner, to request a home’s report before closing.
Where CLUE reports go wrong
These are the entries to check line by line:
- A claim a previous owner filed on your house, reported as yours. The property’s history can properly include it. Your personal claims history should not.
- A question you asked your agent about coverage or a deductible, entered as a claim. The Washington and Texas insurance regulators both say those questions are not supposed to be reported.
- A claim listed twice, or with the wrong date of loss or paid amount. The date matters because it sets when the entry ages out of the seven-year window.
- Someone else’s claims matched to your name. This is the same matching failure that produces a mixed credit file.
If you never check the report, an error can stay on it for its full seven-year window and price every policy you buy.
How to get your CLUE report for free
The CFPB’s listing says LexisNexis will provide one free CLUE report every twelve months on request. You can ask online through the LexisNexis consumer disclosure site, by phone at 866-897-8126, or by mail to LexisNexis Risk Solutions Consumer Center, P.O. Box 105108, Atlanta, GA 30348-5108. The FCRA requires the report to be provided within fifteen days of the request. LexisNexis will also freeze the file on request.
If an insurer raised your premium, denied you or canceled you based on the report, it owes you an adverse action notice. A premium increase counts. The notice must name the reporting company and state that the company did not make the decision. It must also tell you that you can get a free copy within 60 days and dispute anything inaccurate or incomplete. If you received one of those notices, the 60-day window is the time to order the report.
Read every claim entry exactly as it appears.
How to dispute a CLUE entry
If anything is inaccurate or incomplete, dispute it in writing with proof: the closed claim file, a letter from the insurer, the purchase date of your home. LexisNexis’s dispute instructions direct consumers to its Consumer Center at 888-497-0011. They also say that evidence from the source of the record becomes part of the reinvestigation.
Under 15 U.S.C. § 1681i, LexisNexis must conduct a reasonable reinvestigation free of charge and finish it within 30 days. It must pass your dispute to the insurer that reported the claim. Any entry found inaccurate or incomplete, or that cannot be verified, must be deleted or corrected.
The insurer that reported the claim has its own duty. Once LexisNexis forwards the dispute, the insurer must investigate and correct what it reported. If the entry stays after the reinvestigation, you can add a brief statement of dispute to the file, and it goes out with later reports. Keep a copy of everything you send and the results letter you receive. If the case comes to litigation, those documents are the record.
When a CLUE error becomes a legal claim
If you paid inflated premiums or lost coverage over claims history that was not yours or not accurate, and a proper dispute did not fix it, the FCRA may give you a claim. Three duties are usually at issue:
- Accuracy (15 U.S.C. § 1681e(b)). LexisNexis must follow reasonable procedures to assure maximum possible accuracy of the report.
- Reinvestigation (15 U.S.C. § 1681i). LexisNexis must actually reinvestigate a dispute, not simply repeat what it already has.
- The insurer’s investigation (15 U.S.C. § 1681s-2(b)). The insurer that furnished the claim must investigate a dispute LexisNexis forwards to it.
For a negligent violation, the FCRA provides actual damages, such as the premium difference and the coverage you lost, plus attorney’s fees (§ 1681o). For a willful violation, it provides actual damages or statutory damages of $100 to $1,000, punitive damages as the court allows, and attorney’s fees (§ 1681n). Time limits are strict. Suit must be filed by the earlier of two years after you discover the violation or five years after it occurs (§ 1681p).
I handle these cases on contingency. In a case I filed in 2022, about thirteen of another man’s auto-insurance claims sat on my client’s C.L.U.E. report through repeated disputes. More examples are on the cases I have filed.
If GEICO reported the entry
If GEICO was the source of a wrong entry you disputed with LexisNexis, you may be a member of a class action settlement, Kohama v. Government Employees Insurance Co., in federal court in Maryland. The opt-out deadline has passed. See the article on the GEICO C.L.U.E. report settlement for who is in the class and the dates that remain.
Have your CLUE report reviewed
Send me the page of your CLUE report that shows the entry, any adverse action notice your insurer sent, and whatever LexisNexis sent back after your dispute, and I will tell you whether I see a claim. The FCRA attorney page covers how these cases work. Contact the firm to have your report reviewed.
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This page is about consumer report accuracy. The Kim Law Firm is not affiliated with LexisNexis Risk Solutions or GEICO, and this page is not a complaint about either of them. It describes how claims entries can appear on a CLUE report and the rights consumers have when an entry is wrong.