We created the Company Complaint Response System (CRS) to securely communicate with insurance companies online. CRS replaces the need to mail, fax, or email complaint-related documents while still keeping consumers' private information safe. However, CRS does not handle your company’s internal processes for investigating, responding to, and resolving consumer complaints that you receive from our office.
- Company registration
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Companies with a current WAOIC number and a designated primary contact for complaints are automatically registered. To register, contact our office and provide the following information:
- Company name
- Contact name
- Complete mailing address
- Telephone number
- Fax number
- Email address
- NAIC number
- WAOIC number
Once you register, you will be emailed user ID and temporary password, along with general information about using the system.
- Login, User ID and password
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How to log in
To log in, go to the CRS login page, enter your user ID and password, and click "Go."
You will receive an email with a link to log in when a new complaint or document is added to CRS, .
User ID
- Primary complaint contact user ID is "CRS" plus your company’s WAOIC# (e.g., CRS500846).
- Secondary user IDs follow the same format, with a dash and a sequence number (e.g., CRS500846-1, CRS500846-2, etc.).
Note: Secondary users who don’t know their user ID must obtain it from their primary complaint contact.
How to recover a password
- Click “Forgot Password?” on the main CRS login page in the user login box.
- Enter your user ID and email address.
- Click "Submit."
You will get an email with a temporary password. After you log in for the first time, you will be prompted to change your password.
How to change your password
- After you log in, select "Change Password" from the “Menu Options” in the left-hand navigation
- Enter your old password.
- Enter your new password.
- Confirm your new password by entering it again.
- Click “Submit.”
- Primary complaint contact
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The primary complaint contact is the person at your company who communicates with us about consumer complaints. This person is responsible for:
- Coordinating responses to consumer complaints.
- Updating the primary contact information, including your company's main contact person.
- Mainting the list of secondary users and answers any questions they have about the CRS and their user IDs.
How to update the primary complaint contact information
- In the left-hand navigation, under “Menu Options,” select “Update Contact Information.”
- Menu options screen showing update contact information
- Complete all required fields and click "Submit."
How to find the primary complaint contact
- Go to the CRS login page
- Under "Find your company complaint contact" enter the WAOIC number or the NAIC number
- Click “Find.” The contact information will appear below.
- Secondary user
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A secondary user is an insurance company employee who is granted access to CRS by the primary complaint contact. Secondary users:
- Get their own user ID and password.
- Receive automatic emails when a new complaint or document is added to CRS.
- Work with the primary contact to find answers to questions and update their status or contact details.
How to add a secondary user
- In the left-hand navigation, under “Menu Options,” select “Secondary User.”
- Click “Add Secondary User.”
- Complete all mandatory fields and click "Submit."
How to delete a secondary user
You cannot delete secondary users from the list. However, you can change their status to “Inactive,” as shown here:
How to update secondary user contact information
Only the primary contact person can update a secondary user’s contact information.
- Documents
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How to upload documents
Click the link for the case number, then select "Upload New Document." Choose the PDF document you want to upload from your computer. Once your document has been successfully uploaded, click "Finished."
You will not receive an email to confirm that the OIC received your uploaded document. However, you can see that it has been received when it shows up in the “Document Name” column.
Helpful Tips:
- Keep documents under 100 megabytes (MB).
- Ensure your documents show up in the "Successfully Uploaded Documents" area before clicking “Finished.”
- Avoid uploading pictures. If you're unsure, ask the analyst assigned to your case for advice.
Documents cannot be deleted by users
If you need a document deleted, send us a message with the:
- Specific case number
- Name of the document
- Reason you want it deleted
I got an email about a new document for a case, but I can't find it in "Open Complaints." What should I do?
Documents like the "Closure Notice" may be uploaded after a case is closed. If you can't find the case in "Open Complaints," please check "Closed Complaints."
Once a case is closed, it is moved to the “Closed Complaints” section in CRS. If we decide to reopen a case, it moves back to the “Open Complaints” section. Cases stay in CRS for one year from the last “Closed Date.”
- Received a complaint for another company
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If your company receives a complaint meant for another company, follow these steps:
- First, check if the complaint was sent to the correct WAOIC#.
- If not, upload a response in CRS with that information.
- Once the complaint is corrected, we will remove it from your company’s “Open Complaints.”
- Email notifications
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The primary complaint contact will receive an email from the OIC when:
- We first register your company with CRS
- You add a secondary user
- A new complaint has been added
- A new document has been added
- Your password is reset
- Your primary complaint contact information is updated
Secondary users will receive an email from the OIC when:
- A new complaint has been added
- A new document has been added
- Your password is reset
Issues with receiving emails
- Check your email program's spam or junk folder.
- If you are a secondary user, verify if the primary complaint contact has changed your account status to "inactive."
- If you share an email address with others, please note that we will only send emails to one address.