Which unfair trade practice pertains to not maintaining proper complaint handling procedures?

The unfair trade practice related to not maintaining proper complaint handling procedures is identified as a significant issue within the insurance industry. Proper complaint handling procedures are essential for ensuring that consumer grievances are addressed fairly and efficiently. This practice is fundamental to maintaining trust and transparency in the insurance market.

When an insurance company fails to have adequate procedures in place for handling complaints, it can lead to unresolved issues for consumers, resulting in dissatisfaction and eroding confidence in the insurance provider. Regulatory bodies expect insurers to adhere to standards and protocols that facilitate fair treatment of all customers, including the prompt and effective resolution of complaints.

In contrast, the other options listed do not directly refer to complaint handling. For instance, failure to provide claims history and failure to maintain marketing and performance records deal with aspects of transparency and operational integrity but do not specifically address how complaints from consumers are managed. Similarly, offering consumer guidance pertains to providing information and support to customers rather than managing complaints. Thus, the mention of complaint handling procedures specifically highlights the importance of consumer rights and the ethical responsibility of insurance companies to manage disputes effectively and maintain regulatory compliance.