Consumer Services Bureau: Oversight of Case Processing Activities The Insurance Department investigates complaints and may take disciplinary action against insurers, agents, brokers and adjusters. We examined the Department's management of such cases and found that they are not always resolved in a timely manner. For example, many cases are not assigned to Department staff for 120 days or more, some cases remain unresolved for a period of years, and the Department's backlog of unresolved cases has grown significantly larger. We also determined that unpaid fines are not closely monitored, and some case files could not be located by Department officials. We recommend improvements in the Department's monitoring practices and internal controls.
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