The California Department of Insurance (CDI) rolled out two new consumer-facing applications last week. The apps are designed to provide self-service capabilities to both consumers and providers.
The first app, dubbed the Consumer Complaint Center (CCC), allows millions of insurance consumers to file online complaints. The CCC enables consumers to register, log in to the system, file a complaint form and add attachments. If the consumers are interrupted, they can save a draft and come back to it later. If they subsequently have additional documentation, they can log in again later and add documents.
The site also provides consumers the complaint’s status as it transitions from submittal to assignment and is finally closed. The CCC is responsive-design enabled and allows consumers to file a complaint anytime, anywhere, using any device.
"The status of their complaint is always one click away," said David Noronha, CIO at CDI. "Prior to this rollout, CDI had a legacy form that allowed consumers to fill out and submit a complaint form, then submit all attachments via physical mail and follow up on status via phone or email."
The new apps are expected to streamline and speed up complaint handling processes considerably. Noronha said CDI has received an average of 1,125 online requests for assistance complaints each month during just the first seven months of 2015. In the first five days since the apps launched, CDI had already received 260 complaints via the CCC, said Noronha.
The CCC also provides Regular Request for Assistance (RFA) and Health RFA in both English and Spanish. Previously both RFAs were limited to Web forms. Independent medical review (IMR) in both English and Spanish, Health Care Provider RFA (HCP) and Health Care Provider IMR (on behalf of a patient) are also available online.
The second app, called the Provider Complaint Center (PCC), allows medical providers to file online complaints and provides functionality similar to the CCC. The PCC represents the first time medical providers have had the ability to submit complaints online.
