Extract to table

If there is any uncertainty as to whether a communication constitutes a complaint or an inquiry, the communication must be treated as a complaint until a supervisory determination is made in accordance with Section 3

For purposes of calculating state-specific deadlines, the definition of "business day" applicable in the relevant state shall control where it differs from this definition

2 Subsidiary-Level Compliance Officers Each carrier subsidiary must designate a Subsidiary Complaint Coordinator who will serve as the primary complaint-handling coordinator for that subsidiary

The designations must be communicated to Calderwood & Harkness LLP for inclusion in the FL OIR compliance certification package

The MGA Complaint Liaison designation must be made in writing within ten (10) business days of the effective date of this SOP

CSRs are the primary training audience for this SOP, and all CSRs must complete the initial training program described in Section 10