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Timely Customer Service Option for All New Yorkers

Governor George E. Pataki today announced that consumers can now file insurance complaints against insurance companies, agents/brokers and other State licensees on the Insurance Department’s Web site. This new electronic complaint form allows consumers or their representatives to file a complaint in a secure, encrypted environment.

"The on-line complaint form was developed to provide improved responsiveness to meet the needs of New York State consumers and is being launched at an important time as New York City residents and business owners get back to work," said Governor Pataki. "I am pleased to announce that this enhanced customer support will provide those New Yorkers affected by the World Trade Center tragedies a quick and easy way to submit complaints if the situation is deemed necessary."

"Consumers are our number one priority and to better meet the needs of all insurance consumers in New York State we are extremely pleased to be launching an on-line complaint form capability," said Serio. "This is an important step as we continue to strive to make our Web site even more consumer friendly."

Here is how the process works:

  • Consumers access the complaint form on our Web site at;
  • Consumers are instructed on how to complete the entire form;
  • When the application is complete, it is instantaneously submitted to the Department and assigned a case number; and
  • Complaints are then electronically sent to the companies for a response.

The use of filing complaints on-line shortens the processing time, allows 24-hour access for consumers to file complaints, allows for the instantaneous tracking of complaint files and eliminates the need for paper.

"The Department is committed to remaining at the forefront of technology utilization and this new on-line complaints capability enables us to assist even more New York State residents by offering this additional avenue of access to our consumer services," added Serio.

In 1998, the Department investigated over 60,000 complaints. This year the Department is expected to receive over 80,000 complaints.


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