Greetings! Tracy Garceau Colorado Department of Regulatory Agencies Division of Insurance Consumer Services Lead Analyst

Located in beautiful downtown Denver, the Colorado Division of Insurance (DOI) is one of the 11 Divisions that make up the Colorado Department of Regulatory Agencies (DORA) Commissioner Michael Conway

A little about consumer services first… There are two (2) Consumer Services Sections in the Division. Life & Health (L&H) and Property, Casualty & Title (PC&T). Our mission is Consumer Protection. We fulfill that mission by investigating and resolving insurance related complaints filed by Colorado consumers. Let’s look at some numbers…

Fiscal Year 18-19 PC&T Complaint Count & Type

Fiscal Year 18-19 L&H Complaint Count & Type

A total of $7,516,671 for Colorado Consumers!

Today’s Topic: Complaint Reconciliation Because: Accurate data is critical. The Colorado Division of Insurance On-line Complaints Reconciliation allows insurance companies to reconcile complaints received by the Colorado Division of Insurance. Complaints can be reviewed and reconciled by insurers at any time during the current calendar year, until January 31 of the following year. Bulletin B-1.13 On-Line Complaint Verification (Reconciliation)

Bulletin B-1.13 On-Line Complaint Verification (Reconciliation) A closer look at: Bulletin B-1.13 On-Line Complaint Verification (Reconciliation) As you probably know, Bulletins are the Division’s interpretations of existing insurance law or general statements of Division policy. Bulletins themselves establish neither binding norms nor finally determine issues or rights. It should be noted that the information listed on- line will be used to provide and publish the Division’s annual complaint ratio and index reports, accessible to the public on our website. However… And… It is recommended that companies use the on-line process to reconcile its complaint records on at least a quarterly basis.

Bulletin B-1.13 On-Line Complaint Verification (Reconciliation) A closer look at: Bulletin B-1.13 On-Line Complaint Verification (Reconciliation) Existing law requires insurers and carriers to maintain records of all written complaints it receives. The Division has an on-line verification process available to ensure the accuracy of the information that is made available to the public by the Division regarding the number of written complaints it has received for an insurer. Each company’s information will be password protected to ensure the security of the information. It is the company’s responsibility to appoint an individual or individuals who will be responsible for verifying the complaint information. The on-line complaint information will only indicate: the complaint file number company name complainant name the date the complaint was opened the date it was closed by the Division a short description indicating the line of insurance coverage

Let’s walk through the steps… So, how does a company take advantage of this awesome on-line complaint reconciliation tool offered by the Colorado Division of Insurance that ensures accurate complaint data? Glad you asked… Complaints can be reviewed and reconciled by visiting our website (www.dora.colorado.gov/doi) and/or from the Division’s home page by selecting “Industry”, “Online Tools”, and then the “On-Line Complaints Reconciliation” link. Let’s walk through the steps…

Begin here: www.dora.colorado.gov/doi Click “For Industry”

Choose Industry Online Tools While we’re here…

You’ll land here Returning users will log in New user will request a Login* To request a login complete all required fields and “Register”. If accepted, you will receive a password via email. If rejected, you will receive an email with the reason why. Please allow 48 hours to process the request.

FYI If you are the administrator for a group of companies, additional NAIC numbers can be added to your account and you can review all complaints for all companies in your group. If you wish to add additional NAIC numbers to an existing account simply email the administrator at: DORA_INS_Website@state.co.us. You have a valid logon…now what?

Your Action Steps: Log in: A list of your associated complaints for that specific company will appear. Review the complaints. “Agree” or “Disagree” Comments are required for a “Disagree” status, provide enough information so that the Division analyst who handled the complaint can identify what information you believe is incorrect. Click “Save Changes” The data entered is transferred to the Division.

Our Action Steps: The Division runs a “Disagreement” report. The complaint files are identified and assigned to the investigating analyst. The analyst reviews the reason for the disagreement and determines whether a correction is needed. If a correction is warranted the analyst processes the correction and notifies the company that a correction was made. If a correction is not warranted the analyst notifies the company contact that no changes will be made.

So, in conclusion, why is reconciling complaints important? Your Final Action Steps: Whether or not a correction is made, the company, upon notice from the analyst, must return to the report, logon and change “Disagree” to “Agree”. Otherwise the “Disagree” will remain and the same complaint will show on the Division’s “Disagree” report month after month. And that does not make for a happy regulator… So, in conclusion, why is reconciling complaints important?

Insurance Complaint Ration and Complaint Index Information report. The complaint information gathered by the Division is published annually in the Insurance Complaint Ration and Complaint Index Information report. Analysts refer consumers here when they are searching for quality insurers. The information contained therein reflects upon the Company’s standing. We all want it to be right.

Thank you. Your turn. Questions? Experience to share?