Brokers and agents may be investigated for non-compliant behavior based on activities EXCLUDING what?

Brokers and agents can face investigations for non-compliant behavior when their actions are flagged by specific monitoring and complaint mechanisms. The Complaint Tracking Module (CTM), grievances, and secret shopping findings all represent formal methods of tracking and documenting compliance-related issues within the insurance market.

The CTM is a structured system used to document complaints and monitor trends in consumer issues. Grievances are formal complaints expressed by clients about a service or product, which can lead to investigations if they indicate potential non-compliance. Secret shopping findings are evaluations conducted by undercover agents posing as regular clients, created to assess agents' adherence to regulations and standards.

In contrast, Yelp reviews are consumer-generated feedback on a business's service and reputation and are not formal or regulatory tools tracking compliance. While they can provide insights into customer satisfaction, they do not constitute an official mechanism for compliance monitoring or investigation, making them a less reliable source for determining whether an agent or broker is behaving non-compliantly. Therefore, the exclusion of Yelp reviews from the activities that may trigger investigations is appropriate.