- Received and processed 6,779 consumer complaints, resulting in the recovery of $15,916,013 for consumers related to insurance billings, refunds and various claim-handling issues
- Answered 73,983 calls to our consumer hotline regarding insurance issues, rights and responsibilities
- Answered 2,013 live chat insurance-related questions from consumers
- Responded to 5,408 written consumer inquiries
- Mailed 1,725 insurance-related publications to consumers upon their request
- Made 1,105 in-person contacts with consumers at public outreach events
- Helped consumers resolve various policy issues, including claims, billing, and underwriting problems, and offered referral services to other state agencies and organizations, including the Washington Health Benefit Exchange
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