AR SB396

Requires insurers and related entities to maintain books, records, and documents that allow the commissioner to readily ascertain compliance with state insurance laws, rules, and National Association of Insurance Commissioners Market Conduct Examiners Handbook standards, covering operations, policyholder service, marketing, producer licensing, underwriting, rating, and claims practices.

Mandates health insurers and related entities maintain records specifically documenting practices regarding network adequacy, utilization review, quality assessment and improvement, and provider credentialing.

Requires all records described in the above provisions be retained for the current year plus five calendar years.

Modifies the definition of "failure to maintain complaint handling procedures" to require a complete complaints register be maintained for the current year plus five calendar years, including total number of complaints, classification by line of insurance, nature, disposition, and processing time for each complaint.

Defines "complaint" as any written communication primarily expressing a grievance.