Who is ultimately responsible for dealing with complaints within a regulated insurer?

The Chief Executive Officer (CEO) is ultimately responsible for dealing with complaints within a regulated insurer because the CEO oversees the entire organization and ensures that the company complies with regulations, maintains customer satisfaction, and upholds the organization’s overall reputation. In a regulated environment, it is crucial for leadership to take accountability for how complaints are handled, as unresolved issues can escalate and affect regulatory standing and customer trust.

While other roles, such as customer service managers and department supervisors, play important parts in handling complaints and can manage day-to-day issues, the CEO holds the ultimate accountability and is responsible for creating a culture of responsiveness to customer feedback. The head of compliance may ensure adherence to regulations and policies regarding complaint handling, but the overarching responsibility rests with the CEO, who sets the tone and direction for company-wide practices.