As of October 23, 2026. Times are Eastern.
It Opened a Case:
On May 20, 2026, at 4:35 PM, Annette Arnold, Complaints Analyst, wrote: “As one of the department’s Complaints Analysts, Commissioner King has assigned this case to me.” The same email set the rule: “Licensed entities have fifteen (15) business days to respond to a consumer complaint from the time we send it to them for review.” And it made a promise: “Once I have the response and review it, I will be in touch.”
On June 16, 2026, at 3:37 PM, Annette Arnold wrote: “It could take several weeks for the complaint to be processed. I look forward to assisting you with your complaint.”
Then no word from the office for 85 days.
Reason One, Reason Two:
On September 9, 2026, at 6:44 AM, I asked five questions, starting with whether my complaint was ever sent to Gallagher Bassett, and I asked for six written accommodations (below).
On September 11, 2026, at 2:23 PM, Annette Arnold answered with a letter dated July 29, 2026 and one sentence: “This matter does not involve an insurance policy and is therefore not appropriate for the Office of Commissioner of Insurance and Safety Fire.”
The July 29 letter gave a different reason. It asked me for “written authorization or Power of Attorney documents demonstrating your right to receive information about this complaint, and we will respond accordingly.” That letter first reached me on September 11.
Two reasons, six weeks apart in date and delivered in the same email. Neither answered the five questions. Neither decided the six accommodations.
Under Review:
On September 11 and September 25, 2026, I asked which reason was the office’s position, and under what authority. Annette Arnold’s mailbox opened both letters, on September 14 at 10:44 AM and September 25 at 3:07 PM.
On October 8, 2026, at 11:54 AM, Annette Arnold wrote: “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. No response came that day. At 5:11 PM on October 16 I wrote to ask for it.
The ADA Coordinator Who Was Gone:
The office never gave me the name of its ADA Coordinator. I asked in writing six times: September 9, September 11 and September 25, and three times on October 9, 2026.
On October 9, 2026, at 9:19 AM, I sent my formal ADA grievance to the person the State’s directory listed as the office’s ADA Coordinator. The automatic reply came back the same minute: “Thank you for your email. I am no longer with the agency. Please contact HR@oci.ga.gov for further assistance.”
At 11:24 AM, Grechelle Blocker, Director of Human Resources and Development, wrote: “OCI is in the process of updating the contact information outlined on the state’s ADA’s website. I acknowledge receipt of documents and information provided on your behalf.”
On October 14, 2026, at 12:28 PM, asked whether she held the role, Grechelle Blocker wrote: “As a state agency, our office follows guidelines outlined by the State of Georgia’s ADA Coordinator’s Office.”
On October 15, 2026, the office’s ADA page and grievance procedure went online. On October 19, 2026, Karen Coffey, Human Resources Manager, wrote: “I am the ADA Coordinator for the agency, and I was so named October 9, 2026.” That is the day I filed my grievance.
The page it posted says: “The Director of Human Resources or designee will review the request, and a decision will be made within five (5) business days.”
Six Requests, One Old Letter:
On September 9, 2026, I asked for six written accommodations in how the office handled my file. In my words: “It asks that the burden of keeping this file moving not fall on a hospitalized complainant.”
| # | What I asked for | Decided, as of October 23, 2026 |
|---|---|---|
| 1 | A short written status update every thirty days | No |
| 2 | Written notice at each milestone | No |
| 3 | A copy of the licensed entity’s response | No |
| 4 | No closure for lack of a reply from me without written notice | No |
| 5 | Writing as the primary channel | No |
| 6 | A named backup contact | No |
I asked for a decision on September 9, September 11, September 25, October 9, October 14 and October 16, 2026.
On October 19, 2026, at 12:53 PM, asked for a written decision on each of the six requests, Karen Coffey answered: “The denial and closure correspondence on your case is attached.” The attachment was the July 29 letter and the September 11 email. Neither one mentions the six requests. She added: “All though your case was denied and closed, it is within your rights to open a new case if you need to do so.”
Closed July 29:
On October 22, 2026, at 10:54 AM, I filed a Title II complaint against the office’s ADA Coordinator, by email to Karen Coffey, copied to the office’s Executive Counsel and the State ADA Coordinator’s Office.
At 3:11 PM, Karen Coffey answered it herself. She wrote that the case “was closed July 29, 2026.” Then: “Your September request for an accommodation was received after this closure.” And the outcome, she wrote, “would not have changed had we received your accommodation request before it was closed.”
And: “Our office would be glad to review your request for an accommodation if you file a new complaint to which these accommodations might be applied.”
Read that again.
Closing a consumer complaint and deciding an accommodation request are two different acts. The October 22 email says the case closed. It does not grant or deny any of the six requests.
The case was “under review” on October 8 and “closed July 29” on October 22. The office named its ADA Coordinator on October 9, 72 days after the date it now gives for the closure.
At 4:01 PM I asked Michael Dawson, Executive Counsel, to assign someone other than Karen Coffey or Grechelle Blocker to decide the six requests, in writing, by Monday, October 26, 2026. That date has not passed.
Where It Stands:
- Six accommodation requests, made September 9, 2026: none granted or denied in writing, as of October 23, 2026.
- ADA grievance filed October 9, 2026: acknowledged as received; no written decision, as of October 23, 2026.
- Title II complaint filed October 22, 2026: answered the same day by the person it names; no assignment of another reviewer communicated to me, as of October 23, 2026.
- Written decisions requested by October 26, 2026: window open.
Copies of the emails and letters
Corrections: ADA Matters welcomes documented corrections. Write to info@adamatters.com with the correct fact and its source.