New York State
Insurance Department


ISSUED: 5/25/2000

FOR IMMEDIATE RELEASE

  
DEPARTMENT EXPANDS ON-LINE COMPUTER SYSTEM TO TRACK
CONSUMER COMPLAINTS TO ENTIRE INDUSTRY

        Superintendent of Insurance Neil D. Levin today announced that after a one-month trial period with select insurers, the Department is expanding fax out, fax in functionality of Consumer’s Information and Imaging System Management System (CIIMS) to all insurers. CIIMS fully automates the complaint processing and workflow of the Department’s Consumer Services Bureau.

       "Accelerating the resolution of complaints is an important component in the Department’s ongoing effort to best serve the needs of consumers," said Levin. "We anticipate great success as this innovative technology is applied industry-wide."

       CIIMS, introduced in the Department’s Consumer Services Bureau in November 1998, allows the Consumer Services Bureau to fax complaints and attachments directly from CIIMS to insurers and HMOs. It also permits insurers and HMOs to send responses directly into CIIMS. Benefits for both the Department and the industry will be realized in the elimination of mail time, data input time as well as a cost savings on postage and stationery.

       The Department, in Circular Letter No. 14, informed the insurance industry of this new technology.

       CIIMS provides more efficient document processing, routing, and storage system than manual handling. With CIIMS, documents flow electronically from one workstation to another reducing the possibility of lost or misplaced documents and files. The imaging system saves money in terms of file storage space, photocopying and postage. Documents are imaged at the time of receipt, stored electronically and can then be retrieved at the push of a button.

       "The Department would like to thank Liberty Mutual, Metropolitan Life, Kemper, Nationwide, New York Life and Progressive for their participation in the trial period to test CIIMS’ functionality," continued Levin. "The Department applauds this type of collaboration and plans to continue to work with the industry to utilize the latest in technology to reap benefits for consumers."
 


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