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Consumer Complaints on Auto Insurance

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					          Consumer Complaints on Auto Insurance
Try solving the dispute yourself                   ODI & complaints
Insurance is a very competitive business.          • If your issue requires follow up with the
If you give the company a chance, you will           company, we’ll send you a complaint
generally find folks are willing if not eager to     form and instructions for filing a written
straighten out problems.                             complaint.
• Start with the agent.                            • We generally will send the company a
• If not satisfied, contact the company’s            copy of your complaint and ask them to
  customer service office or claims office;          resolve it or explain their side of the story.
  most likely it’s a toll-free number.             • By law, companies must respond to
• If customer service or the claims office           the Department of Insurance — most
  falls short of your expectations, ask              companies do so in a timely manner.
  to speak with a supervisor about the             • We will review all the facts to make sure
  company's procedure for resolving                  the company has upheld its contract with
  disputes.                                          you and has followed insurance rules and
                                                     laws.
If you’re still not satisfied, call the Ohio
Department of Insurance                            Counting complaints
If your self-help efforts fail, your next stop     In 2008, ODI received a total of 1,583
should be the Consumer Services Division           complaints about automobile insurance from
of the Ohio Department of Insurance (ODI).         Ohio consumers.
                                                    • If your complaint raises questions
                                                      that cause us to contact the agent
           Call toll-free:
            1-800-686-1526
                                                      or company, we will register it in our
                                                      computer as a “complaint.”
• Ask to speak with an automobile                   • A complaint means a customer has been
  insurance analyst.                                  unhappy with the company or agent.
• The analyst will answer questions over            • It does not necessarily mean the law has
  the phone and explain any additional                been broken or that anyone did anything
  steps you should take to resolve your own           wrong.
  problem.                                         Company complaint records — 2008
• Our staff will give you honest, unbiased         The next page shows complaint records for
  answers — if it sounds as if the company         auto insurance companies. The “complaint
  has done nothing wrong, we’ll tell you.          ratio” column can help you make apples-to-
                                                   apples comparisons.
                                                   Complaint ratio example: if a company's
                                                   complaint ratio is 1.0, it had one complaint
               Click here                          for every $1 million it collected in premiums
     to file a consumer complaint.                 from Ohio customers. The lower the
                                                   complaint ratio, the better.


      Insurance dispute tip
      Provide complete, correct information to your insurance company
      and file your claims as soon as possible in order to avoid delays.
                2008 Private Passenger Automobile Insurance Complaint Statistics

                Total number:              Total number:         Total number:           Total number:            Total number:
                In 2008, consumer          In 2008, authorized   In 2008, authorized     In 2008, complaints      In 2008, auto
                complaints on auto         companies having      companies having        about auto insurance     insurers having
                insurance received by      auto insurance        auto insurance          involving authorized     at least ten
                the Ohio Department        premiums in Ohio...   complaints in Ohio...   companies in Ohio…       complaints in
                of Insurance...                                                                                   Ohio…
                         1,583                    446                    182                    1,521                     38
                             Top 10 Reasons for Private Passenger Automobile Insurance Complaints in 2008
                                  Reason                                                      Complaints
                     1. Claim / settlement delay                                            478
                     2. Unsatisfactory claim / settlement offer                             360
                     3. Claim denial                                                        322
                     4. Coverage / policy cancellation or non-renewal                       120
                     5. Premium refund due, but not paid                                     78
                     6. Marketing / sales misrepresentation                                  50
                     7. Premium amount / rating issues                                       43
                     8. Premium notice / billing issues                                      16
                     9. Premium payment not credited                                         13
                    10. Comparative negligence                                                6
                    >> Total complaints represented by the above Top 10 reasons = 1,486
                    >> Represents 90% of the 1,653 total auto insurance complaint reasons registered in 2008


2008 Private Passenger Auto Insurance Complaint Ratios
Notes:
 Includes every company that received at least ten complaints about auto insurance in 2008
 Market Share is the company's percentage of Ohio's total auto premium in 2008
 Complaint Ratio is a comparison of the company's Ohio auto premium and Ohio complaints in 2008
 We've shortened company names by omitting words like 'Insurance' and 'Company'

        Private Passenger                          Ohio                         Ohio                  Complaint                       Total
          Auto Insurers                            Auto                        Market                to Premium                     Consumer
        (in alphabetical order)                  Premium                       Share                    Ratio                       Complaints
Alfa Vision Ins Corp                                  $9,469,235                0.16%                      1.16                          11
Allstate Fire & Cas Ins Co                         $127,003,614                 2.20%                      0.29                          37
Allstate Ins Co                                    $180,407,282                 3.13%                      0.42                          76
Allstate Prop & Cas Ins Co                         $111,577,623                 1.93%                      0.31                          35
American Family Ins Co                             $112,821,494                 1.96%                      0.30                          34
Cincinnati Ins Co                                  $194,516,662                 3.37%                      0.08                          15
Erie Ins Co                                        $151,435,943                 2.63%                      0.17                          26
Farmers Ins Of Columbus Inc                         $77,378,938
                                                    $77,378,938                 1.34%
                                                                                1.34%                      0.28
                                                                                                           0.28                          22
First Acceptance Ins Co Inc                         $12,412,098                 0.22%                      2.09                          26
Geico Cas Co                                          $4,756,854                0.08%                      2.73                          13
Geico Gen Ins Co                                    $76,795,486                 1.33%                      0.35                          27
Geico Ind Co                                        $53,075,525                 0.92%                      0.32                          17
Grange Mut Cas Co                                  $290,797,882                 5.04%                      0.25                          72
Liberty Mut Fire Ins Co                             $81,957,724                 1.42%                      0.37                          30
Metropolitan Prop & Cas Ins Co                      $26,375,467                 0.46%                      0.42                          11
Motorists Mut Ins Co                               $134,118,415                 2.32%                      0.12                          16
Nationwide Ins Co Of Amer                          $107,522,742                 1.86%                      0.26                          28
Nationwide Mut Fire Ins Co                         $213,436,158                 3.70%                      0.13                          27
Nationwide Mut Ins Co                              $158,961,496                 2.76%                      0.23                          36
Nationwide Prop & Cas Ins Co                        $27,884,832                 0.48%                      0.79                          22
Northbrook Ind Co                                   $33,770,204                 0.59%                      0.59                          20
Ohio Cas Ins Co                                       $2,808,614                0.05%                      4.98                          14
Permanent Gen Assur Corp Of OH                      $19,634,089                 0.34%                      1.88                          37
Personal Service Ins Co                             $12,434,149                 0.22%                      2.73                          34
Progressive Cas Ins Co                              $65,668,970                 1.14%                      0.70                          46
Progressive Direct Ins Co                          $170,145,926                 2.95%                      0.21                          36
Progressive Preferred Ins Co                       $105,117,104                 1.82%                      0.15                          16
Progressive Specialty Ins Co                       $234,747,101                 4.07%                      0.13                          30
Safe Auto Ins Co                                    $74,056,340                 1.28%                      1.65                         122
State Automobile Mut Ins Co                         $94,398,327                 1.64%                      0.12                          11
State Farm Mut Auto Ins Co                         $863,116,317                14.96%                      0.14                         123
United Ohio Ins Co                                  $51,978,340                 0.90%                      0.27                          14
United Services Automobile Assn                       $3,517,821
                                                      $3 517 821                0 06%
                                                                                0.06%                      2 84
                                                                                                           2.84                          10
Universal Cas Co                                    $42,694,846                 0.74%                      0.26                          11
USAA Cas Ins co                                     $26,192,660                 0.45%                      0.38                          10
Victoria Automobile Ins Co                          $11,541,150                 0.20%                      0.87                          10
Victoria Specialty Ins Co                           $50,081,648                 0.87%                      0.52                          26
Westfield Ins Co                                    $91,461,811                 1.59%                      0.15                          14
Total Carriers Above / 2008                   $4,106,070,887                   71.18%                      0.28                        1,165
All Ohio Auto Carriers / 2008                 $5,768,938,792                   100.0%                      0.26                       1,521
Above Carriers Percent of                         71.18%                                                                              76.59%
All Auto Carriers / 2008

				
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posted:5/28/2010
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