Ohio has introduced ECHO (Expedited Complaint Handling Option), becoming the first state to launch a web-based application that allows the Department of Insurance to more effectively share consumer complaint information with the state’s licensed insurance carriers, Director Lee Covington announced.
As a result, the Department and insurance companies will be able to more quickly resolve consumer complaints and help both the Department and insurers detect and resolve complaint trends.
“Carriers will utilize this tool to better understand their customers’ needs and to expeditiously resolve issues when a complaint arises,” Covington said. “Ultimately, this new technology allows all parties involved in resolving complaints to focus on serving and achieving better results for consumers.”
Five insurers (Nationwide, Progressive, Safe Auto, Erie, and Safeco) tested ECHO during a six-month pilot period before the application was granted full operational status. The Department’s goal is to extend this information-sharing tool to all of Ohio’s nearly 1,800 licensed insurers.
Last year, the Department responded to more than 12,200 written and on-line consumer complaints against companies and agents.
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