Our Resource Manual is a comprehensive guide regarding relationships between insurance companies and consumers; available to members at no charge.

A comprehensive guide designed to help ICAE members expand and share their knowledge of consumer affairs functions, standards, procedures and responsibilities, the ICAE Resource Manual features valuable tips, examples and ideas for effective insurance complaint handling. This manual is updated and revised by the ICAE membership. Topics include consumer complaint philosophy and definitions, regulatory requirements, complaint procedure and protocol, communications guidelines and techniques, complaint reporting and more.


To promote professionalism and shape the standards of behavior in relationships between insurance organizations, regulators and customers through proactive dialogue, research, communication, and education.