New mailing address established for OCC insurance products consumer grievances

If your rolodex includes a street address for the national bank regulator’s consumer assistance group (CAG), it’s time to make a change – to a post office box, the agency said Monday.

Banks and savings associations will need to make the change to advise consumers of where they may file a grievance over insurance product sales, according to the Office of the Comptroller of the Currency (OCC).

In bulletin OCC-2022-15, the agency said the physical mailing address for its CAG is now P.O. Box 53570, Houston, Texas 77052. It was formerly 1301 McKinney Street, Suite 3450, Houston, 77010-3031.

The OCC said its rules set forth a consumer grievance process for a consumer who believes that “any bank, federal savings association, or any other person selling, soliciting, advertising, or offering insurance products or annuities to the consumer at an office of the bank or federal savings association, or on behalf of the bank or federal savings association, has violated the requirements” of its rules governing consumer protection in sales of insurance (12 CFR 14).

Appendix A of the rule directs consumers to contact the OCC’s CAG as part of this process and provides contact information for the CAG, including the (now updated) physical mailing address.

Customer Assistance Group Address Change: Final Rule and Rescission