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MARYLAND INSURANCE ADMINISTRATION

JUNE 24, 2004

LOCAL OFFICE

VI. POLICYHOLDER COMPLAINTS

The examiners were provided the register of Maryland complaints maintained by the Company, and a separate listing of complaints maintained by the Agency. There were 545 complaints recorded by the Company and 51 complaints recorded by the Agency during the examination survey period covered by the examination. The Agency’s complaint log records the following information:

  • Date received

  • Policy / Contract Number

  • Name

  • Address

  • Representative (responsible for account)

  • Nature of complaint

  • Disposition of complaint

  • Date sent to consumer relations

The examiners compared the Agency list of complaints with the Company’s list and noted that not all of the Agency complaints were reported to the Company. Agency management explained that complaints concerning policyholder services or agent conduct are handled by the Agency and recorded in the Agency complaint log. The more serious complaints concerning replacement and misleading sales practices are also recorded in the Agency complaint log and then forwarded to the Company for review and disposition.

_____________________________________________________________________________________________

MET LIFE REPORT NO. 786-01

PAGE 11

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