23 CAR § 43-304. Complaints

(a) Upon receipt of a complaint from the State Insurance Department, a licensee insurance producer shall respond to the department in writing within thirty (30) days, and a licensee non-insurance producer shall respond within fifteen (15) working days, unless such time period has been extended by the department upon request. (b) A complaint shall include a copy of the complaint along with a notice cover letter from the department. (c) The department cover letter shall ask for a written response and may ask for copies of documents or records relevant to the complaint. (d) Time extensions for a response shall be granted if the nature of the complaint: (1) Is complex; (2) Involves multiple claims or files; (3) Requires significant research that may reasonably take longer than the allowed working days to complete; or (4) Necessitates the production of documents or records that may justify the need for an extension. (e) Additional reasons for time extensions may be granted on a good cause basis.