Best Practices

Overview of Customer Service Promise Implementation and Initiatives:
●       The MIA publishes all draft regulations and non-emergency industry bulletins to our website and distributes them to stakeholders via email, asking for comments before we approve and formally publish proposed regulations.
●       The MIA posted its Legislative Package to our website after it was approved by the Governor’s Legislative Office, ensuring transparency with all stakeholders and making it easy to locate the information. An update of the package is also posted after the General Assembly session is complete.
●       MIA implemented scheduling several public meetings per year with industry and the producer communities to open lines of dialogue on all matters related to insurance regulation. During the pandemic, these meetings were held virtually.
●       MIA has implemented a process to hold annual public hearings for the Affordable Care Act premium rate requests to allow consumer advocacy groups, carriers and producers a public forum to discuss critical issues.
●       MIA made changes to our Interactive Voice Response system to direct calls to the appropriate department (e.g. - producer licensing versus company licensing). In response to COVID-19, the Administration procured softphone software so telework employees have access to calls coming into their desk phone numbers. This software was installed on 135 laptops.
●       MIA added a “Contact Us” section to our website's front page to help stakeholders find frequently called Unit phone numbers at our agency.
●      The MIA created special landing pages for critical workgroups, studies and surveys and have links on our homepage to make it easy to find information related to these special projects. Examples include Long-Term Care, Lymphedema Workgroup, Mental Health Parity Survey, Network Adequacy Regulations, Pharmaceutical Services and Short-Term Medical Study.
Making Agency Services Available Online: 
Many of our services are already available online through IT systems such as the Enterprise System, the SERFF System, the State Based Systems Online Licensee Services (OLS) and the National Insurance Producer Registry.
The Enterprise Complaint Tracking System (“ECTS”) makes additional services available to carriers and consumers. This new system allows consumers and carriers access to complaint investigation information real-time.
 The MIA has become a leader in the state in processing Public Information Act requests through our use of the electronic GovQA platform, which has improved our tracking and response efficiency.
Adjusting Hours to Meet Customer Demands:
●       Most of MIA's operations occur during usual business hours. Customers can reach us via phone, in-person or via the Internet. We currently provide 24/7 support during weather-related events, such as tornadoes, hurricanes, or floods, and for appeals/grievances related to health insurance matters. During the pandemic emergency, we designed and launched a dedicated COVID-19 Resource Center on the internet for 24-hour information.
●       We continue to evaluate ways to meet customer demands and take suggestions from the public on ways to improve our service delivery.
Social Media Usage to Improve the Customer Experience:
 ●       MIA has a strong and growing presence on Facebook, LinkedIn, Twitter, YouTube and Instagram. Various consumer information and “how to” videos are located on YouTube at the agency playlist. Our stakeholders (elected officials, consumers, carriers and producers) use our website and social media to stay informed and educated. Over the course of FY21, our engagement on Facebook rose about 20 percent and about 30 percent on Twitter. We are also experimenting with Instagram and TikTok to reach younger citizens.
●       MIA’s Communications team created a “This Week at the MIA” update that includes our scheduled events and public hearings. The update is posted on our website and shared on social media.