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Regulator Showcase: Louisiana Department of Insurance
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Experts sharing information on the Louisiana DOI’s CRAFT system include (l to r): Kim McDaniel, Sam Brooks, Barbara Payne and Cheryl Gordon. Also participating (but not pictured) was Kathy Webb.
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The final presentation at the 2007 Exchange showcased the Louisiana Department of Insurance’s electronic tracking and filing system for complaints, rates and forms, definitely supporting the adage of saving the best for last. Neysa P. Hurst, Assistant Director of Consumer Affairs for the Office of Property and Casualty, was the keynote presenter for this segment.
The presentation on CRAFT (Complaint, Rate and Form Tracking), wowed the crowd and triggered a large number of questions. Fortunately, eight professionals from the Louisiana DOI were in attendance, providing legal, technical, and consumer-affairs expertise and ensuring all questions were answered.
As an overview, CRAFT allows insurers to respond to consumer complaints, submit policy form, rate and rule filings, send documentation and check status of open filings. Environmentally friendly (paperless), the system provides for security and timeliness for important industry and consumer information between insurers and regulators.
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Neysa Hurst, assistant director, P&C consumer affairs division, Louisiana DOI, serves as the key presenter during the regulator showcase. |
The system is mandatory for complaint filing and form/rate filings, ensuring a high degree of compliance. Security precautions require that all users have an access ID. Inter-company security is also provided, meaning one company cannot access another company’s information.
The panelists presented an actual preview of the complaint process in CRAFT. Although the exact requested response times and turnaround times were clearly stated, it’s important to note that response times have decreased with the implementation of CRAFT. To fully showcase the CRAFT functions, the presentation covered how CRAFT handles form and rate filings.
The presenters’ enthusiasm was contagious as ICAE members requested more drill-down information about the functions available, security enhancements and consumer benefits. Showing their southern hospitality, the panelists invited any participant to contact them directly with additional questions or requests for information.
Click here to see Louisiana’s PowerPoint presentation, including actual CRAFT screens.
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