Goodwin's office said the
--that BCBSNC customer service department was not readily available by telephone or through its website;
--that consumers did not receive valid identification cards or proof of coverage;
--that consumers experienced problems in billings and crediting of premium payments;
--that consumers experienced incorrect policy cancellation notices and difficulty obtaining premium refunds due; and
--that consumers did not receive timely notices of renewal of their policies with explanations of coverage changes.
In the agreement, which was made public, the insurance company denies violating any statues or regulations, and entered into the agreement "in order to compromise disputed allegations and to avoid the uncertainty, distractions, and expenses of litigation."
However, BCBSNC acknowledges "that, in some instances, it failed to timely provide identification cards, experienced errors in invoices and billing, and faled to respont to the NCDOI on a timely basis in early 2016, which (the company) contends resulted from technology failures."
The agreement also shows that BCBSNC "represents that it has corrected the technology failures that it contends caused the problems...has made restitution to policyholders in at least the amount of
If the company had been found guilty of violating state statues or code, it could have had its license revoked or suspended, according to the agreement.
"We've reviewed the
The DOI says it will continue to assist consumers as needed.
"As your Insurance Commissioner, and an advocate for consumers across
The agreement also stipulates that the civil penalty will be disbursed for the benefit of
The agreement was signed by Commissioner Goodwin and
Goodwin, who also serves as the state fire marshal, is a native of
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