COB 8A.5 Record keeping

An insurer must make and retain, for the duration of the claim and for a minimum of six years after the insurer's obligations to the policyholder under the long-term care insurance contract have ceased, the following information in relation to each claim made against a policy issued by it or handled by it:

1. (1)

   details of the claim;

2. (2)

   a record of each communication with the policyholder including the date on which it was made; and

3. (3)

   the date the claim was settled or rejected and details of settlement or rejection including information relevant to the basis for the settlement or rejection.