A stronger voice. LOCAL NEWS VIRGINIA BUREAU OF INSURANCE OPENS COMPLAINT PROCESS TO SHOPS Although it is widely believed that only consumers are able to submit complaints to the entities overseeing and regulating the practices of insurers in their state, WMABA reports that this is no longer the case in Virginia. While the association is unclear when this change was entered into law, it was informed at a recent meeting with the Virginia Bureau of Insurance (BOI) that repair facilities are indeed permitted to file complaints on behalf of consumers. “It’s exciting to see if this opportunity is utilized by the repairers to at least show where problems are arising,” comments WMABA Executive Director Jordan Hendler. “The Department is having a hard time equating what we tell them with the complaints because there just aren’t any. Without actual submissions, they will not act on behalf of our interests. “The BOI seems eager to receive complaints,” she adds. “This is its main avenue to determine conduct issues outside of its insurer market conduct studies, which haven’t led to any change for our industry. We’ve seen a few shops really encourage customers to file when issues arise, but not that many do this. Now that shops can file themselves, it’s unclear how many we will see, but we are hopeful this gives more options.” With a system in place to better address consumer issues in Virginia, Hendler and the rest of the WMABA Board of Directors plan to investigate similar remedies in other member areas. “Our Board agreed to pursue this recent advancement in Virginia to see what happened before putting a lot of effort into other states. Maryland, as an example, has a way for the repairer to file the complaint, and there is even an appeals process involving administrative hearings. The consumer can represent themselves, but the repairer would have to have representation by legal counsel if they were to act directly. All that said, it remains that the biggest mechanism for change is to actually send in the complaints. WMABA is here to help that process in whatever state in our region a repairer is in.” WMABA has provided the following verbiage that a shop in Virginia can use and have a consumer fill out to include in that shop’s complaint on that consumer’s behalf: I, <>, authorize <> and their representatives to file a Property and Casualty complaint on my behalf to the Virginia State Corporation Commission Bureau of Insurance. This permission is limited to the discussion of repairs to my vehicle, and policy provisions if applicable. For reference, 38.2-517 C allows repair facilities, with the written authorization of the insured or the claimant, to submit a complaint. Any written response(s) to this complaint should be sent to both <> and myself. Questions regarding the content of the complaint should be directed to <>. Signed, More information on how to file a complaint is available at scc.virginia.gov/boi/complaint.aspx. 12 February 2020 <> <> <> H&D