Consumer Services

The Consumer Services Unit responds to inquiries and assists consumers in resolving insurance complaints against insurers, producers and other licensees.

In addition to providing consumers with general insurance information in the form of brochures and guides, Consumer Services also advises consumers of their options and rights under their policies, state laws and regulations. The section typically resolves over 2,000 written consumer complaints each year.

Consumer Service Unit examiners respond to inquiries involving most lines of insurance and provide information about licensed companies and products, including licenses status and complaint numbers.  If a matter appears suspicious, it may be referred to the Special Investigations, Enforcement, or Market Conduct units for further review.  Patterns such as delayed claim payments or other emerging industry trends are shared with the Division’s Financial Surveillance staff, as they may serve as early indicators of liquidity or solvency concerns.