North Carolina Department of Insurance. Electronically Accessing and Responding to Consumer Complaints and Lost Life Insurance Policy Requests

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1 North Carolina Department of Insurance Electronically Accessing and Responding to Consumer Complaints and Lost Life Insurance Policy Requests Overview The Consumer Services Secure Electronic Document Exchange is a web portal for the fast, inexpensive, and secure exchange of consumer complaint information between the North Carolina Department of Insurance s Consumer Services Division (CSD) and your company. The exchange is done via a secure link/website, allowing both parties to protect the consumers privacy. Use of this system for complaint or lost life insurance policy request correspondence is not mandatory, but is strongly encouraged and preferred by CSD due to the cost and time savings involved. If your company chooses not to participate, then consumer complaints will be sent to your company via US mail, and responses may be sent back to CSD via fax or US mail. Requirements Internet: Your company will need internet access. Your company will need to identify an address to which CSD will send notifications when complaints are received. Preferably, the address will be for a generic account that will not change when there are staff changes within your company (for example, ncdoicomplaints@yourcompanyname.com). File Format: Your company will view complaints and requests in.pdf format. Likewise, responses uploaded to NCDOI must be in saved as.pdf files prior to uploading. Therefore, you will need a.pdf viewer (such as Adobe Acrobat Reader, downloadable from and software for converting your company s responses to.pdf files for uploading. Assistance If your company needs assistance with usernames/passwords or other issues, please contact: Denise Velez ( or denise.velez@ncdoi.gov) or Bob Lisson ( or bob.lisson@ncdoi.gov). April

2 Procedures for Accessing Complaints Electronically 1) First, your company will receive an notification that a consumer complaint or request is available for review. The s subject line will say NCDOI File Number followed by the 11 digit file number. For example: From: NCDOI File Tracking System [mailto:ncdoifiletrack@ncdoi.gov] Sent: Tuesday, June 30, :40 PM To: (name of designated company contact person) Subject: NCDOI file number: Recipient Company: XYZ Insurance Company New correspondence has been created for NCDOI complaint, This correspondence can be viewed online at the following URL: You must have your company's secure login id and password in order to view this file. This was sent from an unattended mailbox. Please do not reply. *Lost Life Insurance Inquiries will have a subject line reading Lost Life Insurance and Annuity Inquiry followed by the file number.* 2) Open the , and click the secure link. On the login screen, type in your company s login and password, and click Login. NOTE: Do not bookmark the login screen. Each complaint notification has a unique secure link; the only way to access a complaint electronically is to begin with the secure link that you received for that specific complaint. NOTE: In order to submit your response electronically via direct upload (see instructions beginning on page 4), you will have to save the notification containing the secure link for that specific complaint, and use the link again when your response is ready. The secure link is different for each complaint. April

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4 3) A notice that the password must be changed will appear. Type in a new password, click Enter. Type in the password again, and click Enter. (Be sure to remember your password). 4) The letter from the insurance specialist will appear. It can be browsed just as any other PDF file. Attachment Selection Menu 5) The Correspondence is our letter to you requesting that you review and respond to the consumer s complaint. If other documents accompany this letter, they can be selected and viewed from this menu as well by clicking on the drop down arrow beside of Correspondence. April

5 Procedures for Responding to Complaints or Requests Electronically 1) First, you will need to log back into the complaint, using the secure link in the original notification to your company. Use the same procedure as outlined in steps 1 and 2 in previous section. 2) To respond to the department, first create your response in a PDF file. Then click the Respond link to the right of the attachment selection menu. Click Browse, find the file which is your response, and click Open, then click Upload. 3) Type in the number of pages and click Save. Your response will be uploaded. We look forward to working with you! April