Company Performance Complaints
Insurers must provide the insured, assigned through the Texas Automobile Insurance Plan Association, with at least the same level of service provided in the voluntary market.
Section 14 of the TAIPA Plan of Operation, Performance Standards for Insurers writing Association Private Passenger Assignments as well as Section 32, Performance Standards for Insurers writing Association Commercial Assignments, sets forth our standard procedure when performance standard complaints are received from the insured or producer. The ten (10) specific standards with which the insurers must comply are designated as well.
Performance Standard Complaints
Performance standard complaints should be submitted on the Texas Automobile Insurance Plan Association- Company Performance Complaint form (no. 14-4031): however, any format is acceptable. Always include:
The complaint form is a three part form. The original goes to the company, TAIPA is furnished a copy, and the producer retains a copy.
Upon receipt of the complaint, TAIPA will log the complaint and diary it for twenty (20) days. The company is allowed twenty (20) days to send a response stating resolution of the matter. If no reply is received, the Association will send a letter to the company asking for a response within ten(10) days. If no response is received in that time, the Association will contact an executive of the company, and notify the producer.
If the company has not yet been contacted by the producer or insured, and TAIPA received the first and original notice of complaint, TAIPA will contact the company immediately for resolution.
Non-Performance Standard or General complaints
Non-performance standard or general complaints that are not specifically included in Sections 14 and 32 may also be submitted to the Association. A letter or memo must be mailed or faxed to the Association listing:
the insured's name
insurance company name
policy number
TAIPA binder number
The exact nature of the complaint should be clarified. These complaints will also be logged and diaried by TAIPA and a letter written to the insurer.