Missouri Regulators Release New Company-Complaint Rankings

Missouri Insurance Complaint CountsThe latest complaint report released Thursday by Missouri auto insurance regulators indicates that, between 2009 and 2010, the total number of coverage-related complaints filed with the department fell by 16 percent and that the total number of auto-coverage-related complaints fell by 14 percent.

Annual complaint volumes for personal auto and all other coverage types in 2010 were at their lowest levels in at least the past five years.

Consumers file complaints with the department when they cannot resolve disputes one-on-one with their coverage providers. According to the report, only 37 percent of private passenger auto complaints filed in 2010 were “resolved with consumer relief.”

Personal car insurance ended up being the coverage type that accounted for the largest share of complaints last year. Out of 3,071 total complaints, 29.3 percent were related to motor vehicle insurance. The line with the next largest share was accident and health, which ended the year with 888 complaints (28.9 percent of the total).

Regulators also broke down the results by company, listing the top 40 vehicle insurers by premium volume and their respective complaint indexes.

To determine the complaint index, regulators first calculate each company’s complaint ratio, which is the total number of complaints divided by the total premiums written by that company that year. Then, an average ratio is determined, and the average is assigned a score of 100. So companies that score above 100 had a complaint-per-premium-dollar rate that was higher than the average, and the opposite is true for those who score below 100. The lower the score, the lower the complaint ratio.

The top-40 car insurer with the best score was Progressive Casualty Insurance Company, which had a complaint rate that was 58 percent below the average.

The top-40 auto insurer with the worst score was Safe Auto Insurance Company, which had complaints filed at a rate that was 257 percent higher than the average.

Readers can access a PDF version of the 2010 Complaint Report on the department’s website.

About Ben Zitney
Benjamin Zitney has been covering the auto insurance industry for the past 2.5 years. Before coming to Online Auto Insurance News, he produced an extensive company history of the 30-year-old California Joint Powers Insurance Authority and worked at the Cal State Long Beach Daily Forty-Niner as a reporter, copy editor and news editor.

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