As of October 17, 2026. Times are Eastern.
On May 12, 2026, this disabled dad filed a consumer complaint about Gallagher Bassett Services with Georgia’s Office of Commissioner of Insurance and Safety Fire. Annette Arnold, Complaints Analyst, wrote: “Commissioner King has assigned this case to me.” Four months later: “not appropriate”. Four weeks after that: “under review,” with a response promised “by the end of next week”. As of October 17, 2026, it has not come.
The Moving Target:
The moving target. Annette Arnold has given me a different answer every time I asked, and none of them was a decision.
On May 20, 2026, at 4:35 PM, Annette Arnold wrote: “As one of the department’s Complaints Analysts, Commissioner King has assigned this case to me.”
On June 16, 2026, at 3:37 PM: “It could take several weeks for the complaint to be processed. I look forward to assisting you with your complaint.”
A letter dated July 29, 2026 gave reason number one: “No directly involved party has provided us with written permission to release this information to you.” It asked me for “written authorization or Power of Attorney documents”.
On September 11, 2026, at 2:23 PM, came reason number two: “This matter does not involve an insurance policy and is therefore not appropriate for the Office of Commissioner of Insurance and Safety Fire.”
On October 8, 2026, at 11:54 AM, the matter was back open: “This matter is currently under review; I will provide you with a response by the end of next week”
The end of that week was Friday, October 16, 2026. Nothing came.
Two Reasons, No Decision:
| Date (Eastern) | Annette Arnold’s words |
|---|---|
| May 20, 2026, 4:35 PM | “Commissioner King has assigned this case to me.” |
| June 16, 2026, 3:37 PM | “It could take several weeks for the complaint to be processed.” |
| Letter dated July 29, 2026 | “No directly involved party has provided us with written permission to release this information to you.” |
| September 11, 2026, 2:23 PM | “This matter does not involve an insurance policy and is therefore not appropriate for the Office of Commissioner of Insurance and Safety Fire.” |
| October 8, 2026, 11:54 AM | “This matter is currently under review; I will provide you with a response by the end of next week” |
| October 16, 2026 | Nothing |
If the matter was “not appropriate” for the office on September 11, it is not clear to me what was “under review” on October 8. I asked which reason was the office’s position. That question has never been answered.
Read, and Not Answered:
On September 11, 2026, at 5:10 PM, I wrote back to Annette Arnold and asked which of the two reasons was the office’s position, and on what authority. Annette Arnold’s mailbox marked it read at 10:44 AM on September 14. No answer to it came.
On September 25, 2026, at 10:35 AM, I listed six open items and asked for a written reply by October 9. Annette Arnold’s mailbox marked it read at 3:07 PM the same day. The only reply was the October 8 promise.
As of October 17, 2026, Annette Arnold’s mailbox has returned 7 read receipts on my emails since September 14.
What I Allege:
- The moving target. I allege that Annette Arnold, Complaints Analyst, Office of Commissioner of Insurance and Safety Fire, gave me two different reasons not to act on my May 12, 2026 complaint: first, in a letter dated July 29, 2026, that “No directly involved party has provided us with written permission to release this information to you”; then, on September 11, 2026, that “This matter does not involve an insurance policy and is therefore not appropriate for the Office of Commissioner of Insurance and Safety Fire.” Sources: the July 29 letter; the September 11, 2:23 PM email.
- Assigned, then dropped. I allege that on May 20, 2026 Annette Arnold wrote that “Commissioner King has assigned this case to me,” and that as of October 17, 2026 I hold no written decision on the complaint. Sources: the May 20, 4:35 PM email; my mailbox, all folders.
- A broken promise. I allege that on October 8, 2026, Annette Arnold wrote: “This matter is currently under review; I will provide you with a response by the end of next week,” and that no response came by Friday, October 16, 2026, or by October 17, 2026. Sources: the October 8, 11:54 AM email; my mailbox.
- Read and not answered. I allege that Annette Arnold’s mailbox opened my September 11, 2026 email on September 14 at 10:44 AM, and my September 25, 2026 email the same day at 3:07 PM, and that neither question I asked in them, which reason is the office’s position and on what authority, has been answered as of October 17, 2026. Sources: the two read receipts; the October 8 email.
- 158 days. I allege that as of October 17, 2026, 158 days after I filed, the Insurance Commissioner’s office has not told me in writing what it did with my complaint. Sources: my May 12, 2026, 2:21 PM filing email; every reply listed above.
What This Cost a Disabled Dad:
I write with assistive technology. I wrote that complaint and every follow up that way. Each answer sent me back to the start. I was told to wait “several weeks.” I waited five months.
Is this how they would treat their own family or friends that were disabled
What This Page Does Not Say:
This page does not describe what my complaint alleged. It sets out when it was filed, to whom, and what came back. The labels are my opinion based on my experience. The quotations are Annette Arnold’s.
Back to Annette Arnold · What Is ADA Title II?
ADA Matters welcomes documented corrections. Write to info@adamatters.com with the correct fact and its source.