The Department will process your complaint within 72 hours.[17] You will receive a confirmation letter that includes your problem report number and the name of the Consumer Consultant handling your case. The Consultant will send a copy of the complaint to your health insurer. Your insurer must respond to the complaint within 20 days. The Department will then provide you with a decision.[18] If the Department determines that insurer violated a law, regulation, or policy, the Department may take corrective action against the insurer, including fines or a lawsuit.[19]