Throughout the first quarter of 2025, the consumer advocates and compliance officers of Oregon Division of Financial Regulation (DFR) recovered and returned more than $2 million to the public.
The DFR, which regulates insurance, mortgage lending, banking and investments, student loans and various other financial services throughout the state, received a total of 1,431 complaints from consumers. This is an increase from Q4 of 2024, which saw 1,248 financial service complaints filed with the DFR.
Insurance complaints remain the most common, with 868 complaints filed so far this year. Mortgage service complaints is the next highest in areas DFR regulates with 55. In 2024, DFR recovered nearly $9 million for consumers and handled nearly 5,500 complaints.
“This $2 million returned to Oregonians is a testament to what we can do when state government works diligently to protect consumers and hold financial institutions accountable," Gov. Tina Kotek said in a press release. “I applaud the continued commitment to ensuring fairness and justice in our financial system."
Examples of cases handled so far this year by the DFR’s consumer advocates include the following:
- A consumer sold a vehicle and asked her agent’s office to remove the sold vehicle from her policy and add a new one. The agent acknowledged the request but didn't remove the vehicle sold. Months later, the consumer discovered this and asked for a correction. The agent’s office could only backdate the removal by 30 days, so help was requested from the corporate office. The insurer refused to process the removal to the requested date. The consumer filed a complaint with DFR, and after review, the insurer confirmed the request was in the agent’s notes and processed the backdated removal, refunding the consumer $3,354.89.
- A consumer called a dental insurer to change plans, as his dentist was out of network. The customer service representative said the change was allowed, but later the consumer received a letter stating he needed special enrollment verification, which he didn't qualify for. He filed a complaint with DFR, and the insurer agreed to allow the plan change.
- After a hailstorm, a consumer filed a claim for roof damage. The insurer sent an adjuster who found minimal damage. The consumer then hired a roofer who documented significant damage and provided an estimate for replacement. The insurer disagreed, so the consumer filed a complaint. After the complaint, the insurer reviewed the roofer's evidence and agreed to reinspect, resulting in approval for the roof replacement.
“I continue to be impressed at the level of professionalism, customer service, and expertise our consumer advocates display on a daily basis, Andrew Stolfi, Oregon's insurance commissioner and director of the Department of Consumer and Business Services, said in a press release. “They continue to work at a high level through extremely complex issues, which often leads to money back to Oregonians.”