Compilation of Rules and Regulations of the State of Georgia › Department 120 - OFFICE OF COMMISSIONER OF INSURANCE, SAFETY FIRE COMMISSIONER AND INDUSTRIAL LOAN COMMISSIONER › Chapter 120-2 - RULES OF COMMISSIONER OF INSURANCE › Subject 120-2-1 - ORGANIZATION › Rule 120-2-1-.03 - Consumer Services Section

Current through Rules and Regulations filed through June 27, 2024
(1) The Consumer Services Section is the
				consumer assistance and investigative arm of the Office of Commissioner of
				Insurance and attempts to assure fair and honest dealings between insurers,
				agents, and policyholders in all insurance matters.
(2) The Consumer Services Section and the
				assistant director in charge have been vested with the authority and duties set
				forth in paragraph (3) of this Rule.
(3) This section shall:
(a) Receive requests for assistance from
				agents, insurers, and policyholders.
(b) Act upon either a written or telephone
				request or a personal visit to the office by a citizen.
(c) Record the request for assistance. Such
				record shall contain the name of the citizen requesting assistance, the person
				or party against whom assistance is needed, and a statement of the nature of
				the request.
(d) Assign the request
				for assistance to the consumer services personnel best qualified to make the
				particular type investigation involved.
(e) Obtain through investigation all
				available data necessary to properly evaluate the claim.
(f) Review the estimates of loss in all
				claims involving fire and casualty to determine if an offer is based on a
				legitimate estimate.
(g) Have an
				informal conference between policyholders and company adjusters where needed,
				so that the conference will bring about a meeting of minds. Often these
				conferences are successful and bring about an amicable settlement.
(h) Keep constantly alert for violations of
				the Unfair Trade Practices Act and investigation any apparent violations of
				such act; if an investigation discloses misrepresentation or any other unfair
				trade practice, the facts are submitted to the Commissioner for his
				determination as to the course to be followed to halt the practice.
(i) Promptly investigate all complaints of
				every kind and nature and take such action within the law as the facts and the
				relationship of the parties dictate. Investigation is made regardless of the
				amount involved and the policyholder is informed as to the section's view. If
				the claim is deemed uncollectible, the file is closed.
(j) Obtain and act upon an investigation from
				the appropriate personnel of the Office of Commissioner of Insurance if such
				investigation does not originate from the Consumer Services Section.
(k) Participate in valid automobile claims
				when it appears that the company is acting in bad faith; that the adjuster
				assigned to the loss has made no honest effort to conclude it; that the company
				will not accept estimates of reputable garages or dealerships but insists that
				estimates of disreputable garages or dealerships be the basis of settlement and
				when an informal discussion of all aspects of loss between adjuster and
				aggrieved party will accomplish the desired result.