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www.tdi.state.tx.us - Consumer Helpline 1-800-252-3439
Texas Department of Insurance
|
TDI Contact |
Toll Free |
Consumer Help Line (multi-lingual) |
1-800-252-3439, in Austin 463-6515 |
DWC Injured Employee Hot Line |
1-800-252-7031 |
Insurance Fraud Hot Line |
1-888-327-8818 |
Arson Hot Line |
1-877-4-FIRE-45 (1-877-434-7345) |
Workers' Health and Safety Hot Line |
1-800-687-7080 |
Office of Injured Employee Counsel |
1-866-EZE-OIEC (393-6432) |
Helpinsure.com |
1-866-695-6873 |
Windstorm Inspections |
1-800-248-6032 |
Publications Order Line |
1-800-599-SHOP (1-800-599-7467) |
TDI Job Line |
1-800-952-7099, in Austin 463-6170 |
TDI Contact |
Other TDI Numbers |
Agent Licensing |
1-512-322-3503 |
Company Licensing |
1-512-322-3507 |
State Fire Marshal's Office |
1-512-305-7900 |
Open Records |
1-512-475-1757 |
Public Information Office |
1-512-463-6425 |
For additional TDI telephone numbers, please visit our Web site at: www.tdi.state.tx.us/general/keytel.html. Customers may also contact TDI divisions via email. A list of TDI email addresses can be found on our Web site at: www.tdi.state.tx.us/general/email.html.
Our agency's functions and services are aimed at regulating insurers fairly and protecting consumers. Services important to our customers include:
- assisting and educating consumers and the public
- resolving insurance-related complaints
- conducting windstorm inspections
- licensing insurance agents/agencies and adjusters
- licensing insurance companies and HMOs
- certifying utilization review agents (URAs), independent review organizations (IROs) and workers' compensation networks and assigning requests to IROs
- registering viatical and life settlement entities
- financial monitoring and intervention
- assuring fair and efficient regulation
- enforcing insurance laws
- combating insurance fraud
- fire prevention, fire safety and fire industry regulation, and
- regulating and administering the Texas workers' compensation system.
Assisting and Educating Consumers and the Public
Information Assistance
If you need information about insurance, insurance companies or agents, call us toll-free at 1-800-252-3439 or log on to our Web site at: www.tdi.state.tx.us. TDI staff is available to answer your questions on our toll-free line from 8 a.m. to 5 p.m. Central Time, Monday through Friday.
We assist non-English speakers through Spanish-speaking operators; automated telephone service messages and instructions in Spanish; and use of the Language Line. Service for the hearing- or speech-impaired is provided through Relay Texas at 1-800-735-2989.
Consumer Publications
We offer publications on various types of insurance topics that can help you understand insurance and obtain the best value for your insurance dollar. To order any of our free publications, call the toll-free 24-hour Publications Order Line at 1-800-599-SHOP (7467). For instant access, visit our Web site at: www.tdi.state.tx.us/consumer/indexc.html.
Workers' Compensation Public Outreach
The Division of Workers' Compensation offers Brown Bag Education Sessions at field offices throughout Texas to educate system participants on the workers' compensation system. Contact your local field office or go to DWC's Events Calendar at www.tdi.state.tx.us/wc/services/outreachcal/puboutreach.html for times, topics and locations.
Occupational Safety and Health Assistance
The Division of Workers' Compensation provides programs and services to educate Texas employees and employers on safe work practices and the prevention of occupational injuries and illnesses. Programs include free safety and health consultations to help employers identify workplace hazards and comply with federal Occupational Safety and Health Administration (OSHA) safety regulations; free safety training video loans; free safety training materials and publications; affordable regional safety training seminars and customized onsite company training; and occupational injury, illness, and fatality data analysis. DWC also administers the Safety Violations Hotline, which takes reports of safety violations and works with employers and workers' compensation insurance carriers to eliminate hazardous working conditions.
Information about all of the workplace safety resources available through DWC can be found online at www.tdi.state.tx.us/wc/mr/division.html or by calling 1-800-687-7080.
Return-To-Work Program
The Division of Workers' Compensation offers individual consultations, workshops, seminars, training, and an employer resource guide, "Developing Effective Return to Work Practices" to help employers develop their own return to work procedures. Material presented during the seminar, consultations, or training, covers the development and implementation of effective return to work practices and includes discussions of difficult issues typically faced by employers. More information about the Return-to-Work Program can be located online at www.tdi.state.tx.us/wc/mr/rtw/rtw.html.
TexasHealthOptions.com
Visit www.texashealthoptions.com to learn more about health coverage options available in Texas. TexasHealthOptions.com is a "one-stop" resource to help you find health coverage for you and your family.
Helpinsure.com
If you are having trouble finding homeowners insurance, log on to our Web site at: www.helpinsure.com or call us toll-free at 1-866-695-6873. Helpinsure.com is a free and secure service to help Texans shop for homeowners insurance. On the Web site you can sign up to make your information available to carriers currently providing homeowners insurance in Texas, review a list of current providers offering homeowners coverage in Texas or visit our learning center to read more about homeowners insurance and the Texas insurance market.
Open Records
All agency information is public unless it is confidential by law or falls within an exception to the Public Information Act. To obtain public information, direct your request in writing to the Agency Counsel Section of TDI's Legal and Compliance Program. You may submit the request by mail (see address in the "Contacting TDI" section), fax (512-475-1772) or e-mail (AgencyCounsel@tdi.state.tx.us ). If you have questions, call 512-475-1757 or visit our Web site at: www.tdi.state.tx.us/commish/legal/lcoprc1i.html.
Resolving Insurance-Related Complaints
If you have questions about an insurance-related complaint, call 1-800-252-3439 toll-free or see our Web page "Helping You with Your Insurance Complaint" at: www.tdi.state.tx.us/consumer/cb003.html.
If you would like to file a complaint, you may do so by sending a written complaint to the Consumer Protection Program, P.O. Box 149104, Austin, Texas 78714-9104, or you may submit a complaint online at: www.tdi.state.tx.us/consumer/complfrm.html.
On average, the complaint resolution process takes six weeks from the day we receive the written complaint.
Conducting Windstorm Inspections
Homeowners living in coastal regions of Texas may qualify for windstorm and hail insurance from the Texas Windstorm Insurance Association by meeting special property inspection requirements. Consumers who would like to schedule inspections and engineers interested in becoming qualified windstorm inspectors may call toll-free to 1-800-248-6032 or visit our Web site at: www.tdi.state.tx.us/wind/index.html.
Licensing of Insurance Agents/Agencies and Adjusters
If you are seeking a license to become an agent/agency or adjuster, or want information about the status of your license, contact our Agents Licensing Division at 512-322-3503 or see our Agents Licensing Web page at: www.tdi.state.tx.us/agent/index.html. The Web page has application forms online for licenses that do not require an examination. Applications for licenses requiring an examination can be obtained from our testing vendor, Thomson Prometric, either online from their Web site at: www.experioronline.com/txinsurance.htm or by calling their toll-free number 1-866-267-0455.
It is now possible to renew agent or adjuster licenses online through the state's central Web site, TexasOnline. For this option, visit www.texasonline.state.tx.us/NASApp/tdi/TdiARManager.
Calling the Agents Licensing Division's Customer Assistance section at 512-322-3503 will connect you to an Interactive Voice Response (IVR) system, an advanced telephone system designed to enhance customer service. You are also able to transfer to a customer service representative between 8 a.m. and 5 p.m. Central Time by pressing zero (0). The IVR system is available 24 hours a day, seven days a week.
A caller can access information on the status of licenses and appointments, and obtain information on letters of certifications issued. The system also allows callers to request duplicate renewal applications and license certificates and obtain instructions for ordering forms.
Our target for issuing a license is 15 days after receiving your application.
Licensing of Companies and Related Entities
Insurance Company and HMO Licensing and Insurance Company Incorporation
If you are an insurance company, HMO or other risk bearing entity seeking a license or certificate of authority (COA) to do insurance-related business in Texas, contact our Company Licensing and Registration Division at 512-322-3507. An insurer or HMO can expect a completed license application to be processed within 90 days. For more information and required forms for application, licensure or incorporation, visit TDI's Web site at: www.tdi.state.tx.us/company/colr/index.html.
Utilization Review Agents, Independent Review Organizations and Workers' Compensation Health Care Network Certification
Unless exempt by our statutes, all persons or entities serving as utilization review agents, independent review organizations or workers' compensation health care networks must be certified with TDI. Visit TDI's Web site to obtain:
- forms for certification
- a listing of applicable laws
- forms to be used by URAs for reporting to TDI
- forms to request a review by an IRO
- a listing of certified networks, and
- other related forms and information.
You can also visit the Web site to verify URA and IRO certification at: www.tdi.state.tx.us/company/indexlh.html or learn more about workers' compensation networks at: www.tdi.state.tx.us/wc/wcnet/index.html.
Viatical and Life Settlement Providers Registration
TDI is required to register viatical and life settlement providers, brokers and provider representatives, review forms utilized by such persons and collect data related to this business. Viatical settlements are contracts under which viators, persons with catastrophic or life-threatening illness, sell all or part of their life insurance policies for cash. Life settlements are contracts where life settlors, persons who do not have a catastrophic or life-threatening illness, sell all or part of their life insurance policy for cash. If you wish to seek registration to do the business of viatical or life settlements in Texas contact our Life/Health Division at 512-322-3406. For a list of registered entities and persons, application for registration, required disclosures, reporting forms and other related information, visit TDI's Web site at: www.tdi.state.tx.us/company/viaintro.html.
Financial Monitoring and Intervention
TDI's Financial Analysts review statements filed by insurers and HMOs. Additionally, TDI periodically conducts on-site financial, actuarial and market conduct examinations of insurers and HMOs. If necessary for protection of policyholders, TDI has the authority to intervene in a company's operations. If the insurance company or HMO ultimately fails, it may be placed into liquidation by a court. The Commissioner of Insurance, as statutory receiver, will generally appoint a Special Deputy Receiver (SDR) to marshal the failed company's assets and arrange for payment of legitimate claims.
To view basic financial information for companies conducting business in Texas, please visit our Web site at: https://wwwapps.tdi.state.tx.us/pcci/pcci_search.jsp. If you are a company and have questions about the examination process, please contact TDI's Financial Analysis and Examinations section at 512-322-5038. If you are a policy holder or claimant of a failed company, please read TDI's publication, If My Insurance Company Fails, on-line at: www.tdi.state.tx.us/consumer/cbo6.html. For information about TDI's SDR contracting program, visit the Web site at: www.tdi.state.tx.us/company/colr/sdrcontractadmn.html or call 512-322-3467.
Assuring Fair and Efficient Regulation
We strive to perform our regulatory functions in a consistent and timely manner and to provide clear guidance for companies to meet regulatory requirements.
Required Financial Regulation Filings
Various statutes and regulations require companies to file information with TDI regarding their financial condition and to file applications for items requiring regulatory approval. We have developed a guide called "Filing Smart" to assist in making the filing process as efficient as possible. For specific details on filings, see the following Web page: www.tdi.state.tx.us/company/flngsmrt/index.html.
Required Property and Casualty Form and Rate Filings
"Filings Made Easy" provides assistance to filers regarding rule, rate, and form filings. The guide includes the required filing transmittal form and instructions for each line of insurance. For a copy of this publication, see the following Web page: www.tdi.state.tx.us/company/rspceasy.html. Additionally, TDI is participating in the electronic filing system SERFF (System for Electronic Rate and Form Filing) to expedite the form review process.
Required Life, Health, HMO, Annuities and Prepaid Legal Filings
Various statutes and TDI regulations require companies to file with TDI policies, certificates, rates, HMO evidences of coverage and related forms and documents that will be issued in Texas. Some of these forms, rates and documents require review and approval prior to use. To assist companies in filing these forms and documents, assure compliance, and expedite the review process, we have developed numerous checklists, product resource guides and other informational materials which can be found under various headings at TDI's Web page at: www.tdi.state.tx.us/forms/form10.html . To offer additional flexibility in filing forms, in addition to paper filings, TDI accepts electronic filings for annuities through SERFF and through the Multi-State Review (MSR) process, which is a joint initiative with California, Florida, Georgia, Louisiana, Nevada and Washington DC.
Enforcing Insurance Laws
TDI has authority to initiate administrative, civil and/or criminal action against companies, agents, HMOs and other entities that engage in fraud, misrepresentation or other illegal practices. Enforcement actions are often performed in response to consumer complaints or other allegations that an entity or individual is violating applicable laws and regulations. You may contact our Consumer Protection Program toll-free at 1-800-252-3439 to report a complaint of an alleged violation.
Administrative Regulatory Enforcement
For administrative or civil matters, the Enforcement Section of TDI's Legal and Compliance Program investigates allegations of illegal activities and takes enforcement action.
Market Conduct
TDI's Financial Program conducts on-site market conduct examinations of insurance companies, HMOs, and other insurance-related entities. The Texas Insurance Code provides that examination work papers and reports and any information obtained during the course of an examination are confidential and are not subject to disclosure under the open records law and its subsequent amendments.
Combating Insurance Fraud
TDI's Fraud Unit enforces laws relating to fraudulent insurance acts. To report fraud, call toll-free at 1-888-327-8818, or visit our Web site at: www.tdi.state.tx.us/fraud/index.html. Our Fraud Unit works with other law enforcement agencies and state and federal prosecutors to pursue criminal prosecution of fraudulent insurance activity. Fraudulent insurance acts are violations of penal laws that are: committed or attempted while engaging in the business of insurance; committed or attempted as part of or in support of an insurance transaction; or part of an attempt to defraud an insurer. Texas Insurance Code ยง701.001. The statute of limitations of specific offenses plays a key role in the timelines of completing investigations. The Fraud Unit acknowledges receipt of reports of fraud within seven working days and updates the complainant at quarterly (90 day) intervals.
Fire Prevention, Fire Safety and Fire Industry Regulation
The State Fire Marshal's Office (SFMO) protects the lives and property of the citizens of Texas against fire and related hazards through direct action and coordination with the public safety community. In addition to staff located in the headquarters office, the SFMO deploys field staff throughout the state, permitting rapid response for investigations and inspections.
The SFMO maintains a toll-free arson hotline number that residents anywhere in Texas can call to report information about arson or suspicious fires. The number is 1-877-4-FIRE-45 (1-877-434-7345). This hotline is answered 24 hours a day, and callers may remain anonymous.
To request any SFMO services, contact us at 512-305-7900. This number is answered 24 hours a day, and we will respond to requests for emergency arson investigations and inspections immediately if necessary. For additional information, please see our Web page at: www.tdi.state.tx.us/fire/indexfm.html. Key SFMO services include:
Fire Safety Inspections
We respond to requests for inspections within 10 days, and to safety complaints within five days.
Fire/Arson Investigations
Our goal is to respond to requests for fire investigations within 24 hours.
Licensing
The SFMO licenses individuals and firms in the fire prevention and fireworks industries. Our target is to process completed applications within 20 days of receipt.
Fire Safety Education
We offer a number of services including fire prevention material and curricula, oversight to the public protection classification system, support to community, juvenile firesetter intervention programs, and the Texas Fire Incident Reporting System. General and specific fire safety education activities are also provided across the state.
Regulating and Administering the Texas Workers' Compensation System
Effective September 1, 2005, House Bill 7 (79th Legislative Session) transferred functions of the Texas Workers' Compensation Commission (TWCC) to the newly created Division of Workers' Compensation at TDI. The DWC provides a variety of services to employees and employers, including information assistance, self-insurance certification, education and training services, dispute resolution services, accident prevention services, and enforcement/compliance services.
In addition, HB 7 created a new state agency, the Office of Injured Employee Counsel (OIEC), to provide assistance to injured employees, administer an ombudsman program and advocate for injured workers in the policy making process. For information about the OIEC, see: www.oiec.state.tx.us/. You may also contact OIEC at 1-866-EZE-OIEC (393-6432).
The Public Information Office (PIO) serves as the agency's primary contact with the news media. It also responds to information requests from consumers, legislators, other insurance departments, business and industry. For the quickest response, general inquiries and requests for information should be sent by e-mail to PIO@tdi.state.tx.us . You may also contact PIO by phone at 512-463-6425 or by fax at 512-463-6141.
TDI's Internet Site
TDI's PIO division is responsible for maintaining TDI's Internet site, www.tdi.state.tx.us, and is committed to providing an Internet website that contains information of interest to its customers, research information, and information about the agency in general. TDI strives for a comprehensible, accessible and easy to use Web site that meets the informational needs of TDI's diverse customer populations. Comments or suggestions about TDI's Website should be emailed to PIO@tdi.state.tx.us or sent to the PIO division at the agency's mailing address.
We set high standards for customer service and hope our service meets your expectations. If it does not, we invite you to contact a supervisor or manager in the TDI program area providing that service. The TDI program has the expertise relating to your insurance issue, and it is likely that program staff and management are the ones who can best help you.
If you are still not satisfied with the service you receive from the TDI program, you may contact TDI's or DWC's consumer liaison and Commissioner's Ombudsman:
TDI Commissioner's Ombudsman
Sylvia Myler
P.O. Box 149104
Austin, Texas 78714-9104
512-475-1776 phone
512-475-2025 fax
e-mail: CommissionersOmbudsman@tdi.state.tx.us
.
DWC Commissioner's Ombudsman
Andrea Tole
7551 Metro Center Drive, Ste. 100
Austin, TX, 78744-1609
512-804-4253 phone
512-804-4251 fax
Customer Relations Representative
Should you have any comments or suggestions about the services and standards identified in our Compact with Texans, please contact Alice Zimmerman, our Customer Relations Representative, at the above address or at:
512-305-6797 phone
512-463-6181 fax
e-mail: CustomerRelations@tdi.state.tx.us
.
For more information contact: PIO@tdi.state.tx.us
Last updated: 02/02/2007