|(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
(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.