Public Accountability Report Public Accountability Report

2025 Division of Insurance: Consumer Market Division
Mission Statement To protect consumers by providing assistance, information, efficiently regulating the insurance industry's market behavior and financial solvency, and fostering a competitive insurance marketplace.
Program Goals and Objectives
  1. Ensure that insurance-related complaints and inquiries are handled in a timely and accurate manner.
    1. To maintain the average number of days required to investigate and close a life, accident, and health (LA&H) insurance complaint at 60 days.
    2. To maintain the average number of days required to investigate and close a property and casualty (P&C) insurance complaint at 60 days.
    3. To handle external review requests within time frames required by law (i.e., one business day for standard requests and immediately for expedited requests).
  2. Ensure that regulated entities comply with applicable laws, regulations, and their policy contracts.
    1. To protect Illinois insurance consumers by conducting examinations on insurers whose complaint volume suggests possible non-compliance with laws, regulations, and their policy contracts.
    2. To schedule and complete follow-up market conduct examinations on insurers whose prior exams resulted in orders requiring corrective action to determine if the insurers have complied.
    3. To schedule and complete targeted exams to determine market practices on issues of interest to the executive or legislative branches.
  3. Enforce licensing and continuing education requirements for individuals and other licensed entities, determining, by investigation, that entities are in compliance with laws and regulations.
    1. To process 100% of all new online license requests within one working day of the date on which the National Insurance Producer Registry (NIPR) receives the information. Depending on volume, licensing needs, and other circumstances, process approximately 98% of the new paper applications received within 30 working days.
    2. To process 100% of all renewed online license requests within one working day of the date on which the National Insurance Producer Registry (NIPR) receives the information. Depending on volume, licensing needs, and other circumstances, process approximately 98% of the renewal paper applications received within 30 working days.
    3. To respond to potential licensing violations committed by applicants and licensees through investigations and examinations of selected insurance producers and other entities. Depending on complaint volume, regulatory needs, and other circumstances, approximately 200 investigations and examinations will be conducted each year.
  4. Protect consumers by providing information needed to make decisions on a broad range of insurance issues and assisting consumers with specific concerns pertaining to coverage, claims, underwriting, and other consumer financial issues.
    1. To provide specialized assistance during disasters by providing, within 24 hours of a declaration of the disaster, contact with necessary parties and, when necessary, on-site consumer education and information at all sites declared as state disaster areas in the fiscal year.
    2. To attend Department of Commerce and Economic Opportunity Rapid Response meetings when called and provide laid-off or soon- to-be unemployed consumers with information regarding the importance of understanding credit history and scoring as used in insurance, options regarding 401(k) accounts, and information regarding other financial decisions made by these consumers.
    3. To make presentations at educational seminars conducted by trade groups, associations, labor unions, and business organizations regarding the functions and duties of the Department of Insurance relating to insurance and financial issues.
    4. To act as the Department's outreach contact with communities, insurance companies, insurance trade associations, and other entities seeking educational information or assistance from the Department of Insurance.
Source of Funds Insurance Producer Administration Fund Statutory Authority 215 ILCS 5/500-135
Fiscal Year 2026 Target/Projected Fiscal Year 2025 Actual (a) Fiscal Year 2025 Target/Projected Fiscal Year 2024 Actual Fiscal Year 2023 Actual
Input Indicators
Total expenditures - all sources (in thousands) $ 37,204.9 $ 31,086.1 $ 47,921.9 $ 28,355.5 $ 26,721.0
Total expenditures - state appropriated funds (in thousands) $ 37,204.9 $ 31,086.1 $ 47,921.9 $ 28,355.5 $ 26,721.0
Average monthly full-time equivalents 154.0 149.0 170.0 118.0 109.0
Output Indicators
Number of LA&H, P&C, and HMO consumer complaints closed 17,000 17,148 15,000 17,186 9,915
Number of written inquiries responded to (oral, written, Internet) (includes Chicago) (b) 9,200 9,303 65,000 66,192 57,055
Number of LA&H and P&C market conduct exams completed 15.0 14.0 10.0 7.0 12.0
Number of market conduct corrective orders issued 15.0 10.0 10.0 10.0 15.0
Number of new/renewal licenses processed by the Producer Licensing Section 200,000 201,104 190,000 186,526 160,000
Number of LA&H and P&C form and rate filings processed 9,500 9,341 10,500 10,845 9,666
Utilization review applications processed (URO renewals are based on a two-year cycle) (c) 90.0 84.0 100.0 98.0 166.0
PPA annual renewal applications processed 100.0 102.0 100.0 96.0 152.0
HMO policy form filings processed 200.0 211.0 210.0 221.0 206.0
Number of fact sheets available on the Department Internet site 65.0 61.0 45.0 41.0 44.0
Number of external reviews closed 4,600 4,619 6,000 6,008 5,155
Outcome Indicators
Reduction in number of P&C companies with more than five complaints closed, whose average consumer complaint response time is greater than 21 days 105.0 109.0 140.0 148.0 124.0
Reduction in number of LA&H companies with more than five complaints closed, whose average consumer complaint response time is greater than 21 days 80.0 85.0 80.0 85.0 80.0
Percentage of auto/homeowners insurers complying with prompt payment standards 95.00% 95.00% 95.00% 95.00% 95.00%
Percentage reduction in companies not in compliance with previous market conduct examination orders 0.00% 0.00% 0.00% 0.00% 0.00%
Efficiency/Cost-Effectiveness Indicators
Percentage of new license applications processed electronically within one working day 99.00% 95.50% 99.00% 93.50% 99.90%
Percentage of renewal license applications processed electronically within one working day 99.00% 99.00% 99.00% 99.00% 99.80%
Percentage of new paper license applications processed electronically within one working day 100.00% 100.00% 100.00% 100.00% 97.60%
Percentage of renewal paper license applications processed electronically within one working day 100.00% 100.00% 100.00% 100.00% 99.50%
Footnotes
Workmen's Compensation Fraud Unit appropriation and headcount budgeted as lump sum line item within Producer Fund in fiscal year 2025. Justification for the change to “Number of written inquiries responded to (oral, written, Internet)(Includes Chicago): Double counting of Complaints, External Reviews, and both Form and Rate totals in prior years. These numbers never should have been included. While we understand the desire for the internal forms to be counted, as it is work being completed, we disagree with including them if a time standard average is allocated per System for Electronic Rates & Forms Filing (SERFF) item regardless of the number of forms attached. Renewals are on a 2-year cycle.

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