ICAE Dallas Spring 1999 Exchange – Life Breakout Session

  • Majority of companies have home grown compliance tracking systems. General agreement that we would like to see a vendor develop some type of tracking software
  • Dept. of Insurance complaints/final resolution of policyholder complaints. No news is good news. Companies are safe to assume that if there is no response back from the Dept. of Insurance, then the case is considered closed
  • “He said, she said” complaints where there is no written documentation to support either side: Companies approach this on a case to case situation. DOI does not have the right to demand a company to make a monetary settlement without back-up evidence. They may refer the complainant to an attorney
  • Companies are treating e-mail as a written complaint. Response, however, goes back to the client in written letter format due to privacy issues
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