ICAE Dallas Spring 1999 Exchange – P & C Breakout Session
P& C Breakout Session – Complaint Tracking/Handling
HANDLING
Contact person important to the Insurance Departments
- Service More Control/involvement by Customer Relations
- Claim More control/involvement by claim
- Underwriting More control by underwriters
- Act as an appellate court for the appeal
- Keep business units involved
- Proofread letters
INSURANCE DEPARTMENT COMPLAINTS
- Very important to Regulators to know what company with in the group is involved(include in response)
- Identifying NAAIC #
- Important for complaints to identify not only company but also line of business
- Let Insurance Departments know if acting as TPA
- Keep SIU issues separate
- Mark confidential
- Call
- Don’t put confidential information or mention it in cover letter
- Be more specific about why mistake happened or what corrective action was taken
TRACKING/SHARING
- Ad hoc reporting (zip code, function, state)
- Feedback requested by management
- Performance related negative/positives
- In the process of tracking – look for positive results
- Look for what complaints are preventable/justified
- Look at complaint stats to see if local competition is involved
- Share information with agents & adjusters
- Email complaints to Insurance Dept. considered written
- Email complaints to co – ok handled by phone
