"Texans file fewer insurance complaints"

The following is an excerpt from a October 23, 2007 article from the San Antonio Express-News.

By Sean M. Wood
October 23, 2007

Texas consumers filed fewer complaints against their insurance companies with the Texas Department of Insurance in fiscal 2007.

According to the state, 25,722 complaints were filed from Sept. 1, 2006, through Aug. 31, 2007. That is down from the previous year's total of 28,479.

The Insurance Council of Texas, a trade association, sees it as Texans being more satisfied with their insurers.

The Texas Department of Insurance resolves every complaint it receives, said Jack Evans, head of consumer protection for the agency. It may not always be resolved to the consumer's liking, but the complaints are always dealt with.

"The average time it takes to resolve a complaint is 30 to 35 days," Evans said. "That's an average. It may take six months to resolve. But ultimately, everything is closed."

A consumer watchdog group says there were fewer complaints because Texans have no desire to fight with their insurance company.

"Texas homeowners are sick and tired of banging their heads against the wall when it comes to disputes with their insurance company," said Alex Winslow, executive director of Texas Watch. "It's apparent in the public's eye that the Texas Department of Insurance doesn't have all the tools to deal with it, so why bother?"

The TDI closed 21,676 complaints in fiscal 2007, down from the 24,122 it closed in fiscal 2006. That 10.1 percent decline in closed complaints is not far off from the 9.7 percent decline in complaints filed.

"Education on insurance coverage and a quick response from insurers on handling claims remains the key to heading off disputes between consumers and insurance companies," Insurance Council spokesman Mark Hanna said in a statement. "A constant flow of communication between consumers and ... companies solves a lot of problems. If policyholders have a question, it just takes a phone call."

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