(a) Complaints to TDI. Complaints received by TDI against
a URA must be processed under TDI's established procedures for investigation
and resolution of complaints.
(b) TDI inquiries. TDI may address inquiries to a URA
related to any matter connected with URA transactions that TDI considers
necessary for the public good or for the proper discharge of TDI's
duties. Under Insurance Code §38.001, a URA that receives an
inquiry from TDI must respond to the inquiry in writing not later
than the 15th day after the date the inquiry is received.
(c) On-site review by TDI. For scheduled and unscheduled
on-site reviews, TDI may make a complete on-site review of the operations
of each URA at the principal place of business for each agent as
often as is deemed necessary. An on-site review will only be conducted
during working days and normal business hours. The URA must make available
all records relating to its operation during any scheduled and unscheduled
on-site review.
(1) Scheduled on-site reviews. URAs will be notified
of any scheduled on-site review by letter, which will specify, at
a minimum, the identity of TDI's designated representative and the
expected arrival date and time.
(2) Unscheduled on-site reviews. At a minimum, notice
of an unscheduled on-site review of a URA will be in writing and be
presented by TDI's designated representative on arrival.
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