(215 ILCS 5/143d) (from Ch. 73, par. 755d)
Sec. 143d.
Customer affairs and information department.
(a) Every company licensed to issue policies of insurance as defined in
subsections (a) and (b) of Section 143.13 shall establish a customer
affairs and information department to respond to policyholder inquiries
and complaints. The department shall be staffed by an employee or
employees generally knowledgeable in the affairs and operations of the
company. The department shall be located in either the home, regional, or
branch office of the company and must, during regular business hours,
either maintain a toll free telephone number or permit policyholders to
call a designated telephone number at the company's expense. The telephone
numbers shall be made available to policyholders in accordance with
Section 143(c).
(b) The customer affairs and information department shall provide
information and services that may reasonably be requested by policyholders
who are residents of this State and must respond promptly to complaints
made by policyholder. Companies must provide a written response to written
inquiries and complaints within 21 days of receipt.
(c) Records of the customer affairs and information department shall be
maintained in compliance with Department of Insurance regulations.
(Source: P.A. 86-1407.)
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