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Bridging the Uniformity Gap: The Journey Continues
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To continue with the work started during the spring Columbus, OH Roundtable, Marty Fisher (Martha Fisher & Associates) facilitates the ongoing ICAE journey of bridging the uniformity gap. |
ICAE enjoyed significant success with its first position paper proposing specific standardization topics. The paper was sent to the NAIC in 2005 and resulted in the establishment of an NAIC working group that agreed to take on and forward many of the standards proposed by the white paper. At the time of the original position paper, ICAE noted that additional work on standards should be undertaken.
Promises kept
True to the promise to members, ICAE again took up the standardization concept in 2007—first at the Columbus, OH Round Table and then continuing the discussion at the ICAE Exchange in San Diego. As has become the tradition, the ICAE members and participating regulators engaged in open and sustained dialogue on the standardization topics proposed in Columbus.
The standardization of the following topics has the potential to enhance corporate accountability, eliminate repetitious and unprofitable activities for departments of insurance (DOIs) and, ultimately, improve the consumer experience:
- Implement “prudent person” procedures for transmission of confidential information.
- Generate recommendations on records retention and a “statute of limitations” with preliminary minimum actions so corporations and DOIs could officially determine when a complaint is closed.
- Establish review recommendations and processes to ensure suitability.
- Apply specific standards for responses to complaints and how to count a single complaint sent to multiple recipients (originally received by the consumer, then by the DOI, then by the attorney general, etc.)
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New member and first-time attendee Yogini Parthasarathy (Independent Order of Foresters, Canada) helps capture her groups suggestions on uniformity issues. |
The process
Working in small groups, members and regulators brainstormed ideas on one of the above topics. Each group then presented their recommendations to the entire audience. During the active give-and-take, some facets of each standard were discarded, while others drew consensus. The next day, participants were asked to further refine the insights, input and contributions.
The result
Once again, the process worked because everyone recognized the importance of the work, the opportunity presented for collaboration and the inherent knowledge and professionalism found with ICAE participants. As has become the tradition, ICAE now has a document that focuses on specific topics and recommends specific standards for industry-wide dissemination.
Ongoing opportunity
Just as the meeting participants did, all ICAE members are encouraged to review the linked document. Remember, this process is a fluid one and input from all stakeholders is strongly encouraged. Your thoughts and ability to add, refine or socialize this information within your organization are vital to the ongoing work of ICAE. Take a moment to review the work and provide your thoughts.
Click here to view Consistency and Uniformity…The Journey Continues
ICAE's Proposed Standardization Topics
October 2007.
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Attendees express concerns with the lack of uniformity and consistency in consumer complaints. |
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