Consumer Protection in Private Health Insurance:
The Role of Consumer Complaints

Report to the U.S. Department of Health and Human Services
by
Sharon Willcox
Harkness Fellow in Health Care Policy
June 2000

This report is submitted to the Department of Health and Human Services in response to the Task Order “Consumer Protection in Private Insurance: State Implementation and Enforcement Experience” Contract No. HHS-100-97-0005.

The writer would like to acknowlege the following organizations for their assistance in granting permission to reproduce reports published and copyrighted by them:

1. National Association of Insurance Commissioners - Consumer Complaint White Paper;
2. Consumers Union and the Center for Health Care Rights - Manage to Care: How California Can Better Inform Consumers About Managed Care; and
3. Maryland Health Care Access and Cost Commission - Comparing the Quality of Maryland HMOs: A Guide for Consumers.

Information in this publication is in the public domain and may be reprinted without permission.

Table of Contents

Executive Summary

Chapters:

1. Introduction
2. National Association of Insurance Commissioners
3. California
4. Maryland
5. New York
6. Oregon
7. Texas
8. Vermont
9. Employers
10. Conclusion

APPENDICES

1. List of Interviewees
2. Interview Questionnaire State Officials
3. Interview Questionnaire Employers
4. List of NAIC and State Attachments
5. References

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