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Complaint Information for Companies

​ ​​​​​​​Last Updated: October 30, 2025​

As of October 8, 2025, OCI is using the SBS External Company Complaint Portal to communicate with companies about consumer complaints.

If you already use SBS for Organizations for other jurisdictions or have an NAIC login, you can continue using your existing account—no new registration is needed. Only new users must create an SBS for Organizations account. An email was sent to companies with general information on October 1. Another email with company-specific information was sent the morning of October 8.​​

Best Practices for Responding to a Complaint

In general, make sure the question is fully understood (scope of question, anticipated follow-up information needed). In many instances a consumer doesn't know how to ask a question, and both Consumer Affairs and the company should try to consider their intentions and answer the unasked question. 

Provide a robust response: while we do expect companies to at least answer our direct questions/requests, it doesn't mean a company can't/shouldn't go a step farther. Best practice would be to provide additional information that the representative believes may be helpful to Consumer Affairs in understanding the context of a problem/situation, the timeline, additional considerations, and any additional relevant nuances to the situation. Factual accuracy is a must.

This information should be included as applica​ble:

  • The exact name of the underwriting insurance company as it appears on the policy, including the NAIC CoCode
  • Whether the coverage is individual or group coverage (include name of employer or group)
  • The type of coverage (i.e. HMO, PPO, POS, Dental, MS, MA, etc.)
    • Indicate whether the coverage was purchased on or off exchange.
    • If the coverage is ACA, indicate the coverage level.
  • A disclosure if this complaint involves a short-term limited duration plan
  • A signed and dated statement drafted separately by each agent involved that responds to each allegation in the complaint, including supporting documentation and specifying how the agent met the complainant.
  • The date the policy was issued.
  • The state in which the policy was issued.
  • A copy of the application
  • A copy of the policy and declaration pages​​

Missing Company PIN

If you are responsible for responding to complaints on behalf of more than one company, and you received a PIN for one company, but not another:

  • ​​​Check whether you are listed as a contact in SBS for Organizations for that company. If you are not, you should update the contact information.
  • If someone else in your organization is listed as the contact for the company in SBS for Organizations, you can reach out to that person to ask for the PIN.
  • OCI cannot give you a PIN for a company unless you are listed as the contact for that company.

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