Current through Register Vol. XLI, No. 38, September 20, 2024
4.1. Examination,
analysis and review activities shall include the following as they relate to the
operation of entities, individuals or persons subject to the provisions of W. Va.
Code §
33-2-9:
a. Examination of the financial condition or
market conduct practices of the entity, individual or person;
b. On-site analysis or review of any practice or
condition affecting the entity, individual or person; and c. Review of any
statements, reports, or reviews of an entity, individual or person's financial
condition, performance or market conduct practices including the review or
development of any forecasts or projections or any type of filing made or intended
to be made with the insurance commissioner. This review shall include but not be
limited to the review or investigation of any audited financial report, compilation
or review performed by a certified public accountant, actuarial statement or
certification, documents submitted in application for licensure or registration in
the state, or other matters or materials deemed necessary by the commissioner to
fulfill his or her statutory obligations.
4.2. For the purpose of examination, analysis and
review activities conducted pursuant to W. Va. Code §
33-2-9
or this rule, an insurer or related entity licensed to do business in this state
shall maintain its books, records and documents in a manner so that the commissioner
can readily ascertain during an examination the insurer's compliance with the
insurance laws and rules of this state, the standards outlined in the NAIC Financial
Conditions Examiner Handbook, and with the standards outlined in the NAIC Market
Regulation Handbook, including, but not limited to, company operations and
management, policyholder service, marketing, producer licensing, underwriting,
rating, complaint/grievance handling, and claims practices.
a. For an insurer subject to 114CSR51 or 114CSR53,
the insurer or related entity shall, in addition, maintain its books, records, and
documents in a manner so that the practices of the entity regarding network
adequacy, utilization review, quality assessment and improvement and provider
credentialing may be ascertained during a market conduct examination.
b. All insurer records within the scope of this
rule must be retained for the lesser of:
1. The
current calendar year plus five (5) calendar years;
2. From the closing date of the period of review
for the most recent examination by the commissioner; or
3. A period otherwise specified by statute as the
examination cycle for the insurer.
c. The producer of record shall maintain a file
for each policy sold, and the file shall contain all work papers and written
communications in his or her possession pertaining to the policy documented therein.
These records shall be retained for the current calendar year plus additional years
as set forth in subdivision b of this subsection.
d. During an examination of the insurer, the
insurer shall provide a copy of the written contract entered into with each third
party vendor or service provider as requested by an examiner within the time frames
set forth in subsection 4.9 of this section.
4.3. All policy record files shall be maintained
for each policy issued, and shall be maintained for the duration of the current
policy term plus additional years as set forth in subdivision b, subsection 4.2 of
this section: Provided, That for life insurance policies and annuity contracts, such
files must be maintained from the original inception date of the policy or contract
through termination, plus additional years as set forth in subdivision b, subsection
4.2 of this section. Policy records shall be maintained so as to show clearly the
policy period, basis for rating and any imposition of additional exclusions from or
exceptions to coverage. If a policy is terminated, either by the insurer or the
policyholder, documentation supporting the termination and account records
indicating a return of premiums, if any, shall also be maintained. Policy records
need not be segregated from the policy records of other states so long as the
records are readily available to market conduct examiners as required under this
rule.
a. Policy records shall include the
following:
1. Any application and accompanying
records for each contract. The application shall bear a clearly legible means by
which an examiner can identify a producer involved in the transaction. The examiners
shall be provided with information clearly identifying the producer involved in the
transaction.
2. Any declaration pages
(the initial page and any subsequent pages), the insurance contract, any
certificates evidencing coverage under a group contract, any endorsements or riders
associated with a policy, any termination notices, and any written or electronic
correspondence to or from the insured pertaining to the coverage. If any of these
records have already been filed with the commissioner, a separate copy of the record
need not be maintained in the individual policy files to which the record pertains,
provided it is clear from the insurer's other records or systems that the record
applies to a particular policy and that any data contained in the record relating to
the policy, as well as the actual policy issued to the insured, can be retrieved or
recreated;
3. Any binder;
4. Any guidelines, manuals or other information
necessary for the reconstruction of the rating, underwriting, policy owner service
and claims handling of the policy. The maintenance at the site of a market conduct
examination of a single copy of each of the above shall satisfy this requirement.
These types of records include, but are not limited to, the application, the policy
form including any amendments or endorsements, rating manuals, underwriting rules,
credit reports or scores, claims history reports, previous insurance coverage
reports (e.g. reports obtained from the Medical Information Bureau), questionnaires,
internal reports, and underwriting and rating notes; and
5. Any premium audit file.
b. A declined underwriting file shall be
maintained and shall include an application, any documentation supporting the
decision to decline an issuance of a policy, any binder issued without the insurer
issuing a policy, any documentation supporting the decision not to add additional
coverage when requested and, if required by law, any declination notification. Notes
regarding requests for quotations that do not result in a completed application for
coverage need not be maintained for purposes of this rule.
4.4. Claim files shall be maintained as follows:
a. A claim file and accompanying records shall be
maintained for the calendar year in which the claim is closed plus additional years
as set forth in subdivision b, subsection 4.2 of this section. The claim file shall
be maintained so as to show clearly the inception, handling and disposition of each
claim. The claim files shall be sufficiently clear and specific so that pertinent
events and dates of these events can be reconstructed. A claim file shall, at a
minimum, include the following items:
1. For
property and casualty: the file or files containing the notice of claim, claim
forms, proof of loss or other form of claim submission, settlement demands, accident
reports, police reports, adjustors' logs, claim investigation documentation,
inspection reports, supporting bills, estimates and valuation worksheets, medical
records, correspondence to and from insureds and claimants or their representatives,
notes, contracts, declaration pages, certificates evidencing coverage under a group
contract, endorsements or riders, work papers, any written communication, any
documented or recorded telephone communication related to the handling of a claim,
including the investigation, payment or denial of the claim, copies of claim checks
or drafts, or check numbers and amounts, releases, all applicable notices,
correspondence used for determining and concluding claim payments or denials,
subrogation and salvage documentation, any other documentation created and
maintained in a paper or electronic format, necessary to support claim handling
activity, and any claim manuals or other information necessary for reviewing the
claim;
2. For life and annuity: the file
or files containing the notice of claim, claim forms, proofs of loss, medical
records, correspondence to and from insureds and claimants or their representatives,
claim investigation documentation, claim handling logs, copies of checks or drafts,
check numbers and amounts, releases, correspondence, all applicable notices, and
correspondence used for determining and concluding claim payments or denials, any
written communication, any documented or recorded telephone communication related to
the handling of a claim, including the investigation, and any other documentation,
maintained in a paper or electronic format, necessary to support claim handling
activity; and
3. For health: the file or
files containing the notice of claim, claim forms, medical records, bills,
electronically submitted bills, proofs of loss, correspondence to and from insureds
and claimants or their representatives, claim investigation documentation, health
facility pre-admission certification or utilization review documentation, claim
handling logs, copies of explanation of benefit statements, any written
communication, any documented or recorded telephone communication related to the
handling of a claim, including the investigation, copies of checks or drafts, or
check numbers and amounts, releases, correspondence, all applicable notices, and
correspondence used for determining and concluding claim payments or denials, and
any other documentation, maintained in a paper or electronic format, necessary to
support claim handling activity.
b. Where a particular document pertains to more
than one file, insurers may satisfy the requirements of this section by making
available, at the site of an examination, a single copy of each document.
c. Documents in a claim file received from an
insured, the insured's agent, a claimant, the commissioner or any other insurer
shall bear the initial date of receipt by the insurer, date stamped in a legible
form in ink, in an electronic format, or some other permanent manner. Unless the
company provides the examiners with written procedures to the contrary, the earliest
date indicated on a document will be considered the initial date of
receipt.
d. If an insurer, as its
regular business practice, places the responsibility for handling certain types of
claims upon company personnel other than its claims personnel, the insurer need not
duplicate its files for maintenance by claims personnel. These claims records shall
be maintained as part of the records of the insurer's operations and shall be
readily available to examiners.
4.5. Records to be maintained relating to the
insurer's compliance with licensing requirements shall include the licensing records
of each producer associated with the insurer. Licensing records shall be maintained
so as to show clearly the licensing status of the producer at the time of
solicitation, negotiation or procurement, dates of the appointments and terminations
of each producer, and any document relating to a termination of the producer's
appointment, including but not limited to producer termination letters that must
include the specific reason for termination. A screenprint from the producer
database (PDB) may serve to provide adequate proof only of a producer's current
licensing status.
4.6. The complaint
records required to be maintained shall include a complaint log or register, or
grievance log or register for health insurers, in addition to the actual written
complaints or grievances. The complaint log or register shall show clearly the total
number of complaints for the period of time set forth in subdivision b, subsection
4.2 of this section, the classification of each complaint by line of insurance and
by complainant, for example the insured, the commissioner, a third party, etc., the
nature of each complaint, the insurer's disposition of each complaint, and the
complaint number assigned by the commissioner, if applicable. If the insurer
maintains the file in a computer format, the reference in the complaint log or
register for locating the documentation shall be an identifier such as the policy
number or other code. The codes shall be provided to the examiners at the time of an
examination.
4.7. Records required to be
maintained by this rule may be saved as follows:
a. Any record required to be maintained by an
insurer may be created and stored in the form of paper, photograph, magnetic,
mechanical or electronic medium; or any process that accurately forms a durable
reproduction of the record, so long as the record is capable of duplication to a
hard copy that is as legible as the original document. Documents that are produced
and sent to an insured by use of a template and an electronic mail list shall be
considered to be sufficiently reproduced if the insurer can provide proof of mailing
of the document and a copy of the template. Documents that require the signature of
the insured or insurer's producer shall be maintained in any format listed above
provided that evidence of the signature is preserved in that format.
b. The maintenance of records in a computer-based
format shall be archival in nature, so as to preclude the alteration of the record
after the initial transfer to a computer format. Upon request of an examiner, all
records shall be capable of duplication to a hard copy that is as legible as the
original document. The records shall be maintained according to written procedures
developed and adhered to by the insurer. The written procedures shall be made
available to the commissioner during an examination.
c. Photographs, microfilms, or other
image-processing reproductions of records shall be equivalent to the originals and
may be certified as the same in actions or proceedings before the commissioner
unless inconsistent with the state administrative procedure act, chapter
twenty-nine-a of the West Virginia Code.
4.8. Records required to be maintained by this
rule shall be located as follows:
a. All records
required to be maintained under this rule shall be kept in a location that will
allow the records to be produced for examination within the time period required.
When, under normal circumstances, someone other than the insurer maintains a
required record or type of record, the other person's responsibility to maintain the
records shall be set forth in a written agreement, a copy of which shall be
maintained by the insurer and shall be available to the examiners for purposes of
examination.
b. If required by law or
otherwise available, the insurer shall maintain disaster preparedness or disaster
recovery procedures that include provisions for the maintenance or reconstruction of
original or duplicate records at another location. These procedures shall be
provided for review during the examination.
4.9. Initial data requests will be submitted to a
company at least thirty (30) days prior to the commencement of the on-site
examination, desk audit or other form of review to provide ample time for the
company to prepare the materials requested. Subdivisions a and b below apply to
requests for supplemental data and information not anticipated at the time of the
initial request. Companies may secure by encryption or by any other method that
renders non-public information unreadable or unusable, provided they provide at no
cost the commissioner with the means to decode the information; the commissioner
may, in his or her sole discretion, prohibit any method that he or she determines is
inadequate for the purposes of the examination.
a.
As a means to facilitate the examination and to aid in the examination in accordance
with W. Va. Code §
33-2-9,
an insurer shall provide any requested document or written response to an inquiry
submitted by an examiner within five (5) working days, or such other time period as
mutually agreed upon by the examiner and the insurer. It is a violation of this rule
for an insurer to fail to produce a requested document within the specified time
period unless the insurer can demonstrate to the satisfaction of the commissioner
that the requested record cannot reasonably be provided within the specified time
period of the request.
b. Additional
records requested by the commissioner shall be made available for the examination
upon the date specified by the examiner in charge.
4.10. Original records required to be provided
during a market conduct examination will be returned to the insurer following the
examination. If the records relate to an inquiry made by an examiner, copies of the
records will become a part of the work papers of the examination. W. Va. Code §
33-2-9
shall govern the public access to the work papers of the
examination.
