Division of Insurance launches new online system for consumers to submit insurance related complaints

DENVER – The Colorado Division of Insurance (DOI) recently launched a new online system for consumers to submit their insurance complaints.

 
The mission of the DOI, part of the Department of Regulatory Agencies (DORA), is consumer protection. The DOI’s Consumer Complaint Portal enhances its customer service capabilities, and offers a fast, secure way for consumers to communicate their insurance-related complaints to the division, while also streamlining the Division’s processes for managing complaints.

“Hearing consumers’ insurance complaints is critical in letting regulators know how people are being treated,” said Marguerite Salazar, Executive Director of DORA. “Moving to a faster, enhanced system for gathering those complaints highlights our commitment to improving customer service.”

· The new system gives consumers the ability to state their complaints as well as allowing them to upload supporting documents, including policies, letters or other communications from insurance companies or agents.

· To make the process faster, consumers are notified by email anytime there is activity on the complaint that requires a consumer’s attention.

· People will be able to communicate directly and securely with the Division through the portal about their complaints.

DOI’s Consumer Services section recovers millions of dollars for consumers every year because of the complaints that are filed. Last fiscal year (July 1, 2016 – June 30, 2017), over $8 million was recovered.

“Moving to the portal benefits consumers,” said Michael Conway, Deputy Commissioner of Insurance for Consumer and Compliance Services. “It enhances our two-way communication, and is a more efficient and effective way to conduct business.”

The Consumer Complaint Portal can be accessed through the Division of Insurance main page – dora.colorado.gov/insurance, under the section “For Consumers” – click on “Ask a Question / File a Complaint / Access Portal.” It can also be accessed on DORA’s “Take 5 to Get Wise” website, askDORA.colorado.gov, specifically the pages for health insurance and property and casualty insurance.

The portal will require users to set up an account with an email address. Once the account is created, additional information will be requested that will allow the DOI to properly investigate the individual complaint.

A printable complaint form with instructions in Spanish is offered for Spanish speakers that can be downloaded, completed and mailed to the Division of Insurance. It can be found on the same webpage where the portal is accessed.

Consumers with general questions about insurance or questions about how the portal works can contact the DOI at 303-894-7490 / 800-930-3745 / DORA_insurance@state.co.us.