State RegulationsMA specificDifficulty 2/5
Under M.G.L. c. 176D, § 3(10), what must an insurer's complaint record contain?
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Answer & full 3-part explanation (select an option above, or peek)
Why B is correct
M.G.L. c. 176D, § 3(10) requires a complete record of the complaints the insurer has received over the applicable preceding period, together with the action taken on each complaint, kept available for examination by the Massachusetts Division of Insurance. The completeness requirement is the point: selective or favorable-only logs would let the insurer hide patterns of mistreatment from the regulator. The record must capture every complaint and its disposition, not a filtered subset.
Why the other options are wrong
- A) The statute requires a complete record under M.G.L. c. 176D, § 3(10); filtering to complaints resolved in the policyholder's favor defeats the requirement.
- C) Producer commission logs are not the subject of M.G.L. c. 176D, § 3(10); the record concerns policyholder complaints and their disposition.
- D) Complaints referred to counsel are not the only records required; every complaint received must appear in the record required by M.G.L. c. 176D, § 3(10).
Memory hook
Every complaint in, action logged out — completeness is the statutory test.