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MARYLAND INSURANCE ADMINISTRATION

JUNE 24, 2004

HOME OFFICE

XXI. AGENCY L56 GATEWAY CAPITOL FINANCIAL The examiners requested Agency L56 to provide information on the complaints received for the agency during the survey period regarding replacements and misrepresentation.

There was concern that all complaints received at the local office were not being forwarded to the Home Office as required by the internal operational procedures of the Company and that Home Office listing of complaints was not an accurate reflection of the problems recorded in the local office.

The examiners made a cross reference of complaints recorded at the Home Office as having been forwarded from the District Office and determined that there were discrepancies between the number of complaints received at the agency and the number forwarded to the home office.

Year 2000 Total Local Complaints…….…… ……34 Total Reported to Home Office……......20 Not on Home Office Register…….……12 Not Identified…………………………..02 Misrepresentation……….……11 Misunderstanding………...…..07 Accelerated Payment Plan...…13 Miscellaneous………………....03

Year 1999 Total Local Complaints………………. 26 Total Reported to Home Office…… ....20 Not on Home Office Register……...… 04 Not Identified…………………...……..02 Misrepresentation………...….12 Misunderstanding…………....03 Accelerated Payment Plan…..06 Miscellaneous……………...…05

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MET LIFE REPORT NO. 786-01

PAGE 35

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