Market Conduct Services

The Market Conduct team plays a pivotal role in upholding consumer protection and regulatory integrity across the insurance industry. Through targeted examinations, data-driven analysis, and deep regulatory expertise, the Market Conduct team ensures that insurers operate in compliance with state and federal laws, while identifying and mitigating practices that may result in consumer harm.

Market Conduct Examinations & Analysis

Scope of Services:

  • Targeted and Comprehensive Examinations: Conducted at both the single-state and multi-state levels, in accordance with NAIC Market Regulation Handbook standards.
  • Market Analysis: Includes Level 1 and Level 2 reviews, as well as Market Conduct Annual Statement (MCAS) data analysis to identify outliers, trends, and potential violations.
  • Program Development & Consultation: Assists state departments in building or enhancing market regulation programs, including workflows, prioritization models, and enforcement strategies.

Lines of Business Reviewed:

  • Property & Casualty: Private Passenger Auto, Homeowners, Commercial Auto, Commercial Multiple Peril, Workers’ Compensation
  • Life & Health: Whole Life, Universal Life, Term Life, Annuities, Health Insurance, Long-Term Care
  • Specialty: Professional Liability and other niche products

Regulatory Compliance & Consumer Protection

Focus Areas:

  • Underwriting & Rating Practices: Ensuring fairness, transparency, and compliance with filed rates and rules.
  • Claims Handling: Evaluating timeliness, accuracy, and fairness in claims settlement practices.
  • Policyholder Communications: Reviewing disclosures, notices, and marketing materials for compliance with consumer protection laws.
  • Complaint Handling & Trends: Analyzing complaint data to identify systemic issues or emerging risks.

Regulatory Alignment: All examinations are conducted in accordance with applicable state statutes, NAIC model laws, and federal regulations (e.g., HIPAA, ACA, GLBA where applicable).

Data-Driven Regulatory Oversight

Analytical Tools & Techniques:

  • Integration of MCAS data with internal complaint, enforcement, and financial data to identify high-risk entities.
  • Use of statistical sampling, trend analysis, and predictive modeling to prioritize examinations and focus resources.
  • Collaboration with IT and Data Management Divisions to ensure data integrity and secure handling of sensitive information.

Expertise & Credentials

Professional Designations:

  • Certified Insurance Examiner (CIE)
  • Accredited Insurance Examiner (AIE)
  • Market Conduct Management (MCM)

Team Composition:

  • Former state regulators, including Division Directors and Chief Market Conduct Examiners
  • Former NAIC Market Regulation staff, including the first Market Analysis Manager
  • Former insurance company compliance attorneys and subject matter experts in underwriting, rating, and claims

The Market Conduct team is a cornerstone of regulatory compliance, ensuring that insurers uphold their obligations to consumers and operate within the bounds of the law. Their blend of legal, analytical, and operational expertise enables state insurance departments to proactively identify risks, enforce compliance, and protect the public interest.

Team Leadership

Craig L. Leonard, CPCU, CCP, CIE, FLMI, ARC, AIAF, ARM
Senior Director

Kelly R. Wylie, CIE, MCM, CPCU, ARM, SCLA, AIC-M
Assistant Director

TESTIMONIALS

What our team says about us

Cynthia M. Fitzgerald, AIRC, ACS, AIAA, CICSR, CFE(Fraud), CIE, MCM, PHAM, ITP, CCP

Director

Working at ER has allowed me to develop my leadership skills to elevate my team in the Health Consulting Services space. Consistent and meaningful engagement with executive leadership at ER is incredibly supportive and collaborative. At ER, we foster a creative work environment where everyone feels valued and heard. ER leadership is committed to professional development and work life balance. I enjoy the opportunity to lead a strong team with vision and purpose as we support state and federal regulators with dynamic and creative solutions. One of the attributes I like most about working at ER is the opportunity to work closely with other leaders in other areas of insurance regulation. This opportunity is only possible when leaders feel trusted, supported and equipped with the tools necessary to be successful. At ER, we take care of our clients, our team and each other as we deliver on our mission.

Craig Leonard, CIE, CPCU, CCP, FLMI, ARC, AIAF, ARM, MCM

 Senior Director Market Conduct

Working at ER has been an incredible experience that allows me to lean into my strongest skills as a thought leader who is always looking to raise the bar and find better ways to improve market regulation processes. ER’s commitment to quality, efficiency, and first-rate representation creates an environment where innovation thrives, and continuous improvement is the standard. Our firm’s streamlined structure ensures prompt attention to clients at all levels, enabling me to partner with them in meaningful ways and consistently exceed their expectations. In my 34 years being involved in market regulation, I have never worked with a more knowledgeable, dedicated team. With deep knowledge and dedication to the NAIC’s Market Regulation Handbook, combined with our ‘out-of-the-box’ thinking, we identify critical findings often overlooked by others. I take immense pride in the work we do and the value we provide to our clients every day. 

Mark Ossi, CPA, CFE, AMCM, CFE (Fraud)

Director Financial Analysis

In my previous position as a state regulator, ER was one of our trusted contracting firms.  I felt like they were a strategic partner in the Department’s insurance regulatory oversight and was happy to have them be part of our team for the seventeen years I was employed at the Georgia Department.  In 2019, I joined the ER Team and have been even more impressed with ER’s professionalism, culture and commitment to assisting our client’s mission of regulatory oversight of the insurance industry with the goal of safeguarding policyholders.

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CORPORATE HEADQUARTERS

20 10th Street NW, Suite 803
Atlanta, GA 30309-6197

Office: 404.816.6188
Fax: 404.816.6197

UTAH OFFICE

10619 S. Jordan Gateway, Suite 335
South Jordan, UT 84095

Office: 801.562.5748

VIRGINIA OFFICE

145 N. Main Street
Stuart, VA 24171

Office: 276.694.3806
Fax: 404.816.6197