The California Insurance Commissioner created the Office of the Ombudsman in 1994 to support the department's commitment to serve, educate, and provide the highest level of customer service to consumers, insurers, agents, brokers, and public officials. The Office of the Ombudsman is able to cross traditional organizational lines by working at all levels within the department and with other public agencies to ensure the department maintains the highest level of customer service possible.
The Ombudsman is responsible for assuring that the department makes available to the public all the resources within its authority and that complaints about department staff or actions receive full and impartial investigation. Beyond this role, the Ombudsman serves as the primary contact for legislative offices, initiates second reviews of cases upon request, and focuses the spotlight on areas in need of regulatory reform. The office carries out special projects aimed at streamlining department operations.
The Ombudsman has developed a comprehensive Mission Statement to help guide the activities of the office.