File a Complaint
Producer Performance Complaints
The TAIPA Producer Certification Rules of Operation and Sections 15 and 33 of the TAIPA Plan of Operation set forth the standards producers are required to follow.
If you have a complaint about your producer, please contact TAIPA Customer Service at 512-444-4441, toll-free at 866-321-9154, or by email at customer.service@taipa.org. We will assist you in resolving any issues with the producer.
Company Performance Complaints
Insurers must provide insureds assigned through the Texas Automobile Insurance Plan Association with at least the same level of service provided in the voluntary market.
Section 14 of the TAIPA Plan of Operation, Performance Standards for Insurers writing Association Private Passenger Assignments and Section 32, Performance Standards for Insurers writing Association Commercial Assignments, set forth our standard procedure when performance standard complaints are received from the insured or producer. The ten (10) specific standards with which the insurers must comply are designated as well.
Performance Standard Complaints
Complaints about company performance should be submitted on the Texas Automobile Insurance Plan Association- Company Performance Complaint Form. However, any written format is acceptable.
Ensure your complaint includes:
the insured’s name
insurance company name
policy number
TAIPA binder number
the nature of the complaint
Upon receipt of the complaint, TAIPA will log the complaint and forward a copy to the company. The company is allowed twenty (20) days to send a response stating resolution of the matter. If no reply is received, TAIPA will send a second letter to the company asking for a response within ten(10) days. If no response is received in that time, TAIPA will contact an executive of the company, and notify the producer.
Non-Performance Standard or General Complaints
Non-performance standard or general complaints that are not specifically included in Sections 14 and 32 may also be submitted to the Association. A letter or memo must be mailed or faxed to the Association listing:
the insured’s name
insurance company name
policy number
TAIPA binder number
The nature of the complaint, in detail.
These complaints will also be logged by TAIPA, with a letter written to the insurer.