Commonwealth of Massachusetts
Citizens' Guide to State Services

Published by
William Francis Galvin
Secretary of the Commonwealth
Citizen Information Service

Consumer: Insurance

D12 Division of Insurance

D13 Bureau of Managed Care

D14 Office of Patient Protection

D15 Insurance Fraud Bureau of Massachusetts

D16 Board of Appeal on Motor Vehicle Liability, Policies and Bonds

D17 Commonwealth Health Insurance Connector Authority


D12 Division of Insurance
Office of Consumer Affairs and Business Regulations
1000 Washington Street, 8th Floor
Boston, MA 02118-6200
Tel: 617-521-7794
Toll Free: 1-877-563-4467
www.mass.gov/orgs/division-of-insurance

The Division of Insurance regulates all aspects of the insurance business in the Commonwealth including licensing of agents, brokers, and companies, examination of domestic and foreign insurance companies, and oversight of sales, marketing and claim practices. Consumers may address questions about all aspects of insurance to this office between 8:45 a.m. and 5:00 p.m. Consumer complaints must be made in person at the office during those hours or submitted in writing.


D13 Bureau of Managed Care
Division of Insurance
Office of Consumer Affairs and Business Regulations
1000 Washington Street, 8th Floor
Boston, MA 02118
Tel: 617-521-7372
www.mass.gov/orgs/division-of-insurance

This office was created by Chapter 141 of the Acts of 2000, in conjunction with the Department of Public Health’s Office of Patient Protection (see D14 below), to oversee and enforce compliance of health insurance carriers, insures, and HMOs operating in the state. Contact this office to file a complaint by phone, e-mail, or fax.


D14 Office of Patient Protection
Department of Public Health
50 Milk Street, 8th Floor
Boston, MA 02109
Toll Free: 1-800-436-7757 (within Mass. only)
Fax: 617-624-5046
www.mass.gov/dph/opp
Email: HPC-OPP@state.ma.us

The Office of Patient Protection, created by Chapter 141 of the Acts of 2000 and in operation since January 1, 2001, is charged with developing regulations and implementing new statutory provisions of M.G.L. Chapter 1760 for residents covered by a state carrier, insurer or HMO regarding their rights to understanding their health coverage’s internal grievance procedures, as well as establishing a process for obtaining an independent external review where coverage is denied based upon a medical necessity determination. An insured individual who receives an adverse determination of an internal grievance has the right to an external review of a covered benefit within 45 days, and may obtain the necessary forms by calling this office or by accessing the department’s website for a form. To file a complaint, contact the Division of Insurance’s new Bureau of Managed Care (see D13 above).


D15 Insurance Fraud Bureau of Massachusetts
101 Arch Street
Boston MA 02110-1131
Tel: 617-439-0439
Fax: 617-439-0404
www.ifb.org/ContentPages/Public/default.aspx
Email: comment@ifb.org

The Insurance Fraud Bureau is a private entity licensed by the state under MGL Ch. 175A:8, was mandated by MGL Ch.266:111B (Ch. 338 of the Acts of 1990). Its purpose is to prevent and investigate fraudulent insurance transactions by insured individuals against their insurance company. These illegal transactions can be criminally prosecuted.


D16 Board of Appeal (on Motor Vehicle Liability, Policies and Bonds)
Division of Insurance
1000 Washington Street, 8th Floor
Boston, MA 02118-6200
Tel: 617-521-7794
www.mass.gov/orgs/division-of-insurance/

Accident surcharges may be appealed to the Board of Appeals within 30 days of receipt of the Merit Rating Surcharge Notice. Convictions of moving violations are considered surchargeable incidents and are not appealable to the board. Any action of the Registry of Motor Vehicles and automobile insurance cancellations may also be appealed to this board.


D17 Commonwealth Health Insurance Connector Authority
100 City Hall Plaza 6th Floor
Boston, MA 02108
Tel: 617-933-3030
Toll Free: 1-877-MA ENROLL (623-6765)
TTY Commonwealth Care: 1-877-623-7773
www.MahealthConnector.org/

The Commonwealth Health Insurance Connector Authority created by Chapter 58 of the Acts of 2006 and signed into law on April 12th, 2006 requires citizens on Massachusetts to have health insurance. Administratively placed under the Executive Office for Administration and Finance and overseen by a ten member board. This authority assists income qualified Massachusetts citizens with affordable insurance coverage options. By shopping through the Health Connector, individuals can find out if they qualify for one of these plans.

Walk-In Centers:

133 Portland Street, 1st Floor
Boston, MA 02114

63 Main Street
Brockton, MA 02301

88 Industry Avenue
Springfield, MA 01104

10 Mechanic Street, Suite 301
Worcester, MA 01608


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