Mike Kreidler, the outgoing Washington State Insurance Commissioner, leaves behind a legacy centered on consumer protection and transparency. In the latest “OIC Answers” podcast, Kreidler shared advice for his successor, Patty Coer, emphasizing the importance of listening. “The key to this job is listening carefully to people, understanding their issues, and responding quickly,” he said.

Coer, who assumes office this month, has already demonstrated strong skills as a legislator. Kreidler is confident in her ability to address consumer needs effectively.

Consumer Advocacy at the Forefront

Kreidler described the most rewarding part of his job as resolving consumer issues, even if it meant challenging insurance companies. He cited instances where his office stood firm on enforcing state laws. For example, a woman permanently disabled in a work-related car crash received a six-figure settlement after Kreidler’s team uncovered insurance errors.

“She had no other options and came to us for help,” Kreidler said. “The insurance company was wrong, and we ensured she got the justice she deserved.”

Overcoming Challenges in Office

When Kreidler first took office in 2000, the state’s insurance office faced numerous challenges, including outdated systems, loss of accreditation, and a struggling health insurance market. Under his leadership, the office doubled its Consumer Protection team, modernized operations, and established a Criminal Investigations Unit to combat fraud.

One memorable case involved staged auto accidents orchestrated by organized groups. Washington lacked the tools to address these issues until Kreidler pushed for legislative action. “We created a fraud division that made Washington capable of tackling these crimes,” he said.

Changes in the Insurance Landscape

Over the years, Kreidler observed significant changes in the insurance industry, particularly in rate filings and product sophistication. While innovation is welcome, Kreidler insisted on thorough evaluations to protect consumers.

“I resist being pressured into approving untested programs,” he said. “Our job is to ensure these products benefit consumers, not just the companies.”

Challenges in Auto Insurance

The podcast also highlighted rising consumer complaints in auto insurance since 2021. Issues included photo-based repair estimates, lack of in-person inspections, and poor communication from insurers. In 2023, the OIC Consumer Advocacy Program recorded a 63% spike in complaints.

Efforts to improve the claims process included a workshop with insurance company vendors, but none participated. This raised concerns among repair associations about the effectiveness of regulatory oversight.

Nevada’s Success in Consumer Complaints

In a related development, Nevada’s Division of Insurance resolved over $9.4 million in complaints last year. Auto insurance disputes formed the bulk of the cases, with $3.3 million recovered for consumers. Commissioner Scott Kipper praised his team’s dedication, stating, “These results highlight our commitment to protecting consumers.”

Looking Ahead

As Patty Coer steps into her new role, she inherits both challenges and opportunities. Kreidler’s advice to “listen carefully” serves as a reminder that consumer trust is earned through empathy and decisive action.

Kreidler’s 24-year tenure underscores the importance of a proactive approach to consumer advocacy. His legacy leaves a solid foundation for Coer to build upon, ensuring that Washington’s insurance industry remains accountable and consumer-focused.

Disclaimer – Our team has carefully fact-checked this article to make sure it’s accurate and free from any misinformation. We’re dedicated to keeping our content honest and reliable for our readers.