Topics addressed during the meeting included photo-based estimating, delays in processing supplements, and the failure of insurers to pay for required repairs.
While Insurance Commissioner Afable and his team were willing to hear and review complaints filed by WACTAL’s members, they stressed the need for complaints to come from consumers. WACTAL Administrator Sue Peterson pointed out, “Even though the complaints and issues discussed at this meeting came from collision shops, in reality, they impact consumers, especially photo-based estimates. Consumers place their faith and trust in the insurance company to make them whole and in the collision shop to perform a proper repair.”
Peterson continued, “WACTAL responded that consumers have a misplaced fear of rate increases or policy cancellation if they complain. The Office of the Commissioner of Insurance (OCI) understands that; however, they’re tasked with ‘informing and protecting the public and responding to its insurance needs’ and seeing that insurers are not violating any state statutes or codes.”
A staff member at the OCI suggested that consumers call the department to ask questions before filing a formal complaint.
According to Peterson, Rebecca Rebholz, director of Market Regulation, is reviewing the complaints filed by WACTAL members and will continue to work with the association on these matters. WACTAL has sought advice from Wisconsin Insurance Alliance president, Andy Franken, who will attend WACTAL’s next board of directors meeting.
WACTAL members are encouraged to submit concerns and complaints to the association as well as to encourage customers to contact the OCI directly with questions and complaints. For more information about WACTAL, visit wactal.com.