Datasets:
COMPLAINT INDEX REPORT FOR YEAR 2021
Vicki Schmidt, Commissioner insurance.kansas.gov
Table of Contents
About this Report
Indexes by line: Automobile | Accident & Health
Indexes by line: Homeowners | Individual Annuity
Indexes by line: Individual Life | Long-Term Care
File a Complaint
01
05
06
07
08
About this Report
What is a complaint?
The Kansas Insurance Department receives thousands of complaints and inquiries each year about insurance companies. Complaints and inquiries from the public give us an indication of the kind of service companies are providing to their customers. We can then work with companies that need to improve in certain areas.
Complaints can also help us identify insurance companies or agents that may need to be investigated for violations of Kansas insurance laws or regulations. The Department also uses complaints to focus public education efforts on the issues that concern Kansas insurance consumers.
Each time we receive a complaint, we notify the insurance company and any involved agents. We send the company a copy of the complaint and ask that it be reviewed and an explanation provided. Companies are required by law to respond to the Department within 15 working days. Most companies are cooperative in working with us to resolve consumer complaints. We keep a record of each complaint filed by a consumer for up to three years.
A formal complaint is any written communication expressing dissatisfaction or concern with an insurance company or an agent. General written inquiries received from consumers are not counted in this report. We also do not include complaints regarding products not within the jurisdiction of the Kansas Insurance Department, such as self-funded plans and Medicare prescription drug plans.
NOTE: A formal complaint must be made in writing.
What is a complaint index?
The complaint index shows how a company compares to other companies in the same line of business. It is a statistic that considers a company’s share of complaints in relation to its market share or share of business written in Kansas. Since the complaint index is measured by market share, companies in all lines of business will be measured against an index of 1.00.
For example, a complaint index of 1.00 means the insurer’s share of all complaints received is equal to its share of all the business written in Kansas. An index of 2.00 means that the insurer’s share of complaints is twice as large as its share of business written. An index of 0.00 indicates that no complaints were received for the company.
The formula is as follows:
Complaint share
Market share
OR
Company’s complaints / all complaints
Company’s premium / All written premium
page 1
insurance.kansas.gov Which complaints do we use?
This report shows complaints for the six major types of insurance: accident and health (including HMOs), annuity, automobile, homeowners, life and long-term care.
We do not include complaints regarding products not within the jurisdiction of the Department, such as self-funded plans and Medicare prescription drug plans. In 2021, the Kansas Insurance Department closed a total of 2,205 complaints. 2,110 involved matters within our jurisdiction.
To ensure fairness, all closed complaints are counted without any attempt to distinguish between “valid” or “invalid” complaints.
Which companies are shown?
Unless otherwise noted, we list the top 20 premium-writing companies for each line, as well as any company with 10 or more closed complaints for that type of insurance during the calendar year.
During 2021, $6,273,694.92 was recovered for Kansas consumers as a result of the Department’s assistance. In 2021, the largest number of complaints concerned automobile insurance (29%) and accident & health Insurance (28%). Here is the breakdown:
All Closed Complaints & Inquiries
Automobile
29%
Life
3,000
2,500
Accident & Health
28%
Long-Term Care
2,000
Homeowners
Other
15%
14%
Annuity
1,500
1,000
500
0
*rounded to the nearest percent
Closed Complaints
Closed Inquiries
9%
4%
1%
2018
2,689
1,049
2019
2,643
878
2020
2,157
873
2021
2,205
795
All Closed Complaints & Inquiries
Recoveries Per Year (In Millions)
7
6
5
4
3
2
1
0
6.27
4.12
3.28
1.84
2018
2019
2020
2021
page 2
3,000
2,500
2,000
1,500
1,000
500
0
Closed Complaints
Closed Inquiries
2018
2,689
1,049
2019
2,643
878
2020
2,157
873
2021
2,205
795
7
6
5
4
3
2
1
0
Recoveries Per Year (In Millions)
6.27
4.12
3.28
1.84
2018
2019
2020
2021
Complaint Index Report
Sixty-seven percent (67%) of total complaints concerned problems with claims handling. Other common types of complaints involved policyholder services, underwriting and marketing and sales.
67% - Claims Handling
19% - Policyholder Service
10% - Underwriting
4% - Marketing and Sales
Companies may be listed on more than one table and will usually have a different complaint index on each table. For example, if you are shopping for auto insurance, go to the table titled, “Indexes by line: Automobile” to check for your company’s complaint index. Companies are listed in alphabetical order.
We list individual insurance companies only, not groups of insurance companies. For example, you may be insured by a company such as State Farm. We show the name of the subsidiary company owned by State Farm. Your policy or ID card lists the exact name of your company.
Why is my company not listed?
If a company is not listed, that means it had fewer than 10 complaints during the calendar year and it was not one of the top 20 premium writers for that line in Kansas. Information can also be compiled for lines of insurance not listed in this booklet. For information on a company not listed or another line of insurance, please call our Consumer Assistance Hotline at 800-432-2484.
Just a snapshot
The statistics in this report give you a “snapshot” of a company that represents complaints filed with the Department regarding that company’s business in Kansas for one year and one type of coverage. As indexes are likely to change, you may want to review these “snapshots” annually.
Complaint indexes do not tell you everything about a company. You may also want to consider the following factors when shopping for insurance:
Service — Some companies sell through local agents and some through direct marketing or group plans. You may want to find out how the company services its policyholders.
Licensing Status — Call the Consumer Assistance Hotline at 800-432-2484 to find out if a company is licensed to do business in Kansas.
Financial Stability — Financial stability helps ensure a company can pay its claims. The Department enforces statutory requirements and monitors the financial stability of companies licensed and operating in the state.
page 3
insurance.kansas.gov You can check a company’s financial rating by contacting one of these organizations:
MOODY’S INVESTOR SERVICES
STANDARD & POOR’S INSURANCE RATING SERVICES
212-553-1653
877-772-5436
A.M. BEST CO.
Cost — We publish easy-to-use booklets and shopper’s guides. Download them free from our website at insurance.kansas.gov or call our office to get a free copy 800-432-2484.
Free booklets & shopper’s guides Auto Insurance Shopper’s Guide
Health Insurance Shopper’s Guide
Home and Renters Insurance Shopper’s Guide
Important
Life, Annuities and Long-Term Care Shopper’s Guide
Medicare Supplement Shopper’s Guide
To better understand the complaint process, you might want to review what type of complaint was filed against the company you are looking at. The National Association of Insurance Commissioners (NAIC) provides information by code about the complaint.
Information is available at https://content.naic.org/cis_consumer_information.htm
Input the NAIC company code number found to the left of the company name in the complaint index report and hit the enter key. Once the company is displayed, select “Click for Report Options.” Next, select “Go to Complaint Code Report.” You will then choose a report based on the type of coverage, reason for complaint, or disposition (final outcome). Finally, select Kansas under the “I want to see complaints for:” drop down. Please note this report varies from the Kansas Insurance Department’s Complaint Index as it only captures confirmed complaints, which are defined as:
“A complaint in which the state department of insurance determines:
a) The insurer, licensee, producer, or other regulated entity committed any violation of:
An applicable state insurance law or regulation;
A federal requirement that the state department of insurance has the authority to enforce; or
The term/condition of an insurance policy or certificate; or
b) The complaint and entity’s response, considered together, indicate that the entity was in error.”
page 4
Complaint Index Report Indexes by line: Automobile
Cocode
Company Name
33154
Alliance Indemnity Company
42579
Allied Property & Casualty Insurance Company
29688
Allstate Fire & Casualty Insurance Company
19232
Allstate Insurance Company
10386
American Family Insurance Company
19275
American Family Mutual Insurance Company
13773
Farm Bureau Property & Casualty Insurance Company
21628
Farmers Insurance Company Incorporated
13587
First Chicago Insurance Company
14138
GEICO Advantage Insurance Company
14139
GEICO Choice Insurance Company
12966
Key Insurance Company
23787
Nationwide Mutual Insurance Company
16322
Progressive Direct Insurance Company
42919
Progressive Northwestern Insurance Company
25405
Safe Auto Insurance Company
24740
Safeco Insurance Company Of America
23388
Shelter Mutual Insurance Company
19070
Standard Fire Insurance Company
25178
State Farm Mutual Automobile Insurance Company
42749
Traders Insurance Company
25941
United Services Automobile Association
25968
USAA Casualty Insurance Company
18600
USAA General Indemnity Company
% of total market share represented in this report:
2021 Market Share
2021 Complaints
2021 Complaint Index
2020 Complaint Index
2019 Complaint Index
0.99%
1.22%
4.63%
0.28%
4.27%
6.12%
6.79%
4.40%
0.15%
3.13%
1.94%
0.81%
1.31%
6.59%
8.15%
0.22%
1.84%
3.24%
3.39%
16.23%
1.18%
2.08%
1.60%
1.42%
81.99%
2
4
42
10
10
21
20
21
16
23
10
16
4
59
49
12
9
17
11
74
20
9
7
5
0.33
0.53
1.48
5.86
0.38
0.56
0.48
0.78
17.66
1.20
0.84
3.22
0.50
1.46
0.98
8.87
0.80
0.86
0.53
0.75
2.76
0.71
0.71
0.58
0.17
0.93
1.06
0.55
0.86
0.82
0.31
0.60
6.40
1.27
1.79
3.68
0.82
0.84
0.70
7.53
0.86
0.57
0.50
0.84
1.98
0.96
0.94
1.48
0.38
1.04
0.76
0.64
0.64
1.29
0.77
1.10
4.07
1.10
0.73
0.79
0.88
0.93
0.74
2.64
0.55
0.84
0.39
Indexes by line: Accident & Health
Cocode
Company Name
12321
American Continental Insurance Company
60380
American Family Life Assurance Company of Columbus
61263
Bankers Life & Casualty Company
47171
Blue Cross Blue Shield of Kansas City
70729
Blue Cross Blue Shield of Kansas Incorporated
67369
Cigna Health & Life Insurance Company
68500
Continental Life Insurance Company Brentwood
62324
Freedom Life Insurance Company Of America
64211
Guarantee Trust Life Insurance Company
73288
Humana Insurance Company
12459 Medica Insurance Company
71412
Mutual Of Omaha Insurance Company
82538
National Health Insurance Company
67091
Northwestern Mutual Life Insurance Company
67326
Old Surety Life Insurance Company
15777
Oscar Insurance Company
68462
Reserve National Insurance Company
14345
Sunflower State Health Plan Incorporated
56014
Thrivent Financial For Lutherans
86231
Transamerica Life Insurance Company
72850
United World Life Insurance Company
96385
UnitedHealthcare of Midwest Inc
70319 Washington National Insurance Company
2021 Market Share
2021 Complaints
2021 Complaint Index
2020 Complaint Index
2019 Complaint Index
0.61%
3.04%
0.79%
3.55%
22.36%
3.01%
0.57%
0.99%
0.68%
3.82%
2.12%
1.05%
0.53%
0.73%
0.69%
0.58%
0.56%
17.11%
0.56%
0.69%
0.75%
2.36%
0.79%
0
8
1
5
46
14
2
4
2
5
16
1
8
0
0
6
1
67
0
1
0
0
5
0.00
1.02
0.49
0.55
0.80
1.80
1.37
1.57
1.14
0.51
2.93
0.37
5.91
0.00
0.00
4.03
0.70
1.52
0.00
0.56
0.00
0.00
2.44
0.00
1.38
0.00
1.06
0.70
0.69
0.00
2.46
0.69
0.24
3.42
1.37
9.04
0.00
0.79
2.37
2.42
1.51
0.00
4.73
0.00
0.00
5.72
0.00
0.58
0.34
1.31
0.76
0.69
2.55
0.64
3.26
0.91
1.72
0.00
0.00
3.27
% of total market share represented in this report:
67.92%
page 5
insurance.kansas.gov Indexes by line: Homeowners
Cocode
Company Name
37907
Allstate Vehicle & Property Insurance Company
19690
American Economy Insurance Company
10386
American Family Insurance Company
19275
American Family Mutual Insurance Company
10872
American Strategic Insurance Corporation
13773
Farm Bureau Property & Casualty Insurance Company
21652
Farmers Insurance Exchange
26298
Farmers Property & Casualty Insurance Company
20419
Homesite Indemnity Company
14451 Marysville Mutual Insurance Company
25453
Nationwide Insurance Company Of America
23787
Nationwide Mutual Insurance Company
24740
Safeco Insurance Company Of America
23388
Shelter Mutual Insurance Company
25143
State Farm Fire & Casualty Company
27998
Travelers Home & Marine Insurance Company
38130
Travelers Personal Insurance Company
25941
United Services Automobile Association
25968
USAA Casualty Insurance Company
18600
USAA General Indemnity Company
% of total market share represented in this report:
2021 Market Share
2021 Complaints
2021 Complaint Index
2020 Complaint Index
2019 Complaint Index
4.36%
1.47%
4.98%
8.70%
1.35%
6.25%
4.85%
1.22%
1.41%
1.20%
1.70%
2.10%
1.70%
2.48%
21.08%
3.42%
4.39%
2.61%
1.39%
1.23%
77.89%
21
2
13
14
6
13
7
3
5
4
3
1
7
5
78
9
10
2
3
6
1.63
0.46
0.89
0.55
1.51
0.70
0.49
0.83
1.20
1.13
0.60
0.16
1.39
0.68
1.25
0.89
0.77
0.26
0.73
1.65
0.86
0.42
0.66
0.25
0.80
0.77
1.39
1.14
0.00
0.88
1.15
1.08
0.82
0.66
0.41
0.53
2.65
1.64
1.10
0.75
0.86
0.81
1.36
0.00
2.02
0.32
1.66
0.46
0.51
0.72
0.58
0.56
0.98
Indexes by line: Individual Annuity
2021 Market Share
2021 Complaints
2021 Complaint Index
2020 Complaint Index
2019 Complaint Index
Cocode
Company Name
90611
Allianz Life Insurance Company Of North America
60488
American General Life Insurance Company
61689
Athene Annuity & Life Company
87726
Brighthouse Life Insurance Company
62944
Equitable Financial Life Insurance Company
63088
Farm Bureau Life Insurance Company
63274
Fidelity & Guaranty Life Insurance Company
91642
Forethought Life Insurance Company
65056
Jackson National Life Insurance Company
65676
Lincoln National Life Insurance Company
66869 Nationwide Life Insurance Company
91596
New York Life Insurance & Annuity Corporation
66974
North American Company for Life & Health Insurance
67466
Pacific Life Insurance Company
86630
Prudential Annuity Life Assurance Corporation
65005
RiverSource Life Insurance Company
68675
Security Benefit Life Insurance Company
62952
SILAC Insurance Company
69345
Teachers Insurance & Annuity Association Of America
56014
Thrivent Financial For Lutherans
5.48%
3.55%
4.46%
3.15%
3.55%
2.37%
2.27%
2.54%
8.01%
5.60%
2.74%
3.51%
2.43%
1.85%
1.86%
2.94%
2.31%
5.21%
3.08%
1.70%
2
1
0
0
1
0
0
1
2
1
0
0
0
0
0
0
1
1
0
0
1.18
0.91
0.00
0.00
0.91
0.00
0.00
1.27
0.81
0.58
0.00
0.00
0.00
0.00
0.00
0.00
1.40
0.62
0.00
0.00
0.77
2.35
0.00
2.24
1.34
7.38
0.00
1.23
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.53
0.00
0.00
% of total market share represented in this report:
68.62%
1.15
1.72
1.93
2.29
1.12
0.77
1.03
0.69
0.84
page 6
Complaint Index Report Indexes by line: Individual Life
Cocode
Company Name
60399
American Family Life Insurance Company
60488
American General Life Insurance Company
63088
Farm Bureau Life Insurance Company
65838
John Hancock Life Insurance Company USA
58033
Knights Of Columbus
65676
Lincoln National Life Insurance Company
65935 Massachusetts Mutual Life Insurance Company
66044 Midland National Life Insurance Company
91596
New York Life Insurance & Annuity Corporation
66915
New York Life Insurance Company
67091
Northwestern Mutual Life Insurance Company
67466
Pacific Life Insurance Company
67644
Penn Mutual Life Insurance Company
65919
Primerica Life Insurance Company
68136
Protective Life Insurance Company
79227
Pruco Life Insurance Company
68241
Prudential Insurance Company Of America
69108
State Farm Life Insurance Company
56014
Thrivent Financial For Lutherans
86231
Transamerica Life Insurance Company
69868
United Of Omaha Life Insurance Company
% of total market share represented in this report:
2021 Market Share
2021 Complaints
2021 Complaint Index
2020 Complaint Index
2019 Complaint Index
1.85%
1.92%
3.91%
1.79%
2.56%
2.90%
4.05%
3.84%
2.32%
4.30%
11.52%
2.51%
1.33%
1.34%
2.19%
3.93%
0.58%
4.10%
1.80%
1.93%
1.18%
61.84%
0
21
8
1
3
3
0
0
0
3
1
0
1
0
1
0
12
3
0
11
1
0.00
6.13
1.15
0.31
0.66
0.58
0.00
0.00
0.00
0.39
0.05
0.00
0.42
0.00
0.26
0.00
11.66
0.41
0.00
3.20
0.47
0.58
2.19
0.55
0.50
1.01
0.31
0.25
0.00
0.38
0.24
0.00
0.00
1.58
2.09
0.14
0.52
0.28
1.61
0.49
3.76
0.34
0.00
0.35
0.27
0.13
0.00
0.21
0.00
0.00
0.00
0.33
0.78
0.26
0.21
0.25
2.69
Indexes by line: Long-Term Care
Cocode
Company Name
90611
Allianz Life Insurance Company Of North America
61263
Bankers Life & Casualty Company
70729
Blue Cross Blue Shield of Kansas Incorporated
20443
Continental Casualty Company
71404
Continental General Insurance Company
70025
Genworth Life Insurance Company
64211
Guarantee Trust Life Insurance Company
65838
John Hancock Life Insurance Company USA
58033
Knights Of Columbus
65935 Massachusetts Mutual Life Insurance Company
65978 Metropolitan Life Insurance Company
71412
Mutual Of Omaha Insurance Company
66915
New York Life Insurance Company
69000 Northwestern Long Term Care Insurance Company
68241
Prudential Insurance Company Of America
65005
RiverSource Life Insurance Company
25178
State Farm Mutual Auto Insurance Company
56014
Thrivent Financial For Lutherans
86231
Transamerica Life Insurance Company
62235
Unum Life Insurance Company Of America
2021 Market Share
2021 Complaints
2021 Complaint Index
2020 Complaint Index
2019 Complaint Index
2.16%
9.45%
2.07%
3.02%
1.66%
17.08%
3.41%
9.49%
3.07%
1.40%
4.92%
4.61%
3.06%
6.03%
2.44%
1.47%
3.00%
2.38%
4.61%
3.00%
9
6
2
4
0
15
1
1
0
0
1
0
3
0
3
0
0
0
7
2
5.63
0.86
1.30
1.79
0.00
1.19
0.40
0.14
0.00
0.00
0.27
0.00
1.33
0.00
1.66
0.00
0.00
0.00
2.05
0.90
2.42
0.64
0.34
3.35
1.35
1.24
0.00
0.00
0.00
1.86
0.00
0.00
0.00
1.07
0.00
0.00
0.00
3.21
0.00
1.78
0.76
0.82
0.81
0.73
0.32
0.14
1.15
0.94
0.23
0.81
6.39
% of total market share represented in this report:
88.33%
page 7
insurance.kansas.gov Filing a Complaint The Kansas Insurance Department’s Consumer Assistance Division provides free help to consumers. Trained representatives can answer questions about your coverage or assist when you have a dispute with your insurance company.
How to file a complaint
If you have tried unsuccessfully to resolve a problem with your insurance company or agent, we encourage you to contact the insurance department. You may file a complaint online through our website, by mail or email. We also accept complaints in-person.
If you do need to file a formal complaint, we require the following information:
• Your name
• Your address
• Your email address (if applicable)
• The policy number
• A clear, concise written explanation of your complaint — this can be sent by postal mail, fax, or filed through our website
• Your daytime telephone number
• Copies of supporting letters, police reports,
• Type of insurance involved (automobile,
homeowners, etc.)
• The name of the insurance company, agent
or adjuster
notes, etc.
• Tell us what has been done, including who you’ve talked to and what you were told (names, dates, times, places, etc.)
• Desired outcome
Do not send originals of any of your records, and keep a copy of the letter you send us.
Contact the Kansas Insurance Department
WEBSITE
insurance.kansas.gov
SOCIAL
KSinsurancedept
kid.commissioner@ks.gov kid.webcomplaints@ks.gov
ADDRESS
1300 SW Arrowhead Rd. Topeka, KS 66604
PHONE
Main: 785-296-3071 Fax: 785-296-7805
CONSUMER ASSISTANCE HOTLINE
800-432-2484
page 8
Complaint Index Report 1300 SW ARROWHEAD ROAD TOPEKA, KS 66604 1-800-432-2484 (785) 296-3071
INSURANCE.KANSAS.GOV KID.COMMISSIONER@KS.GOV (785) 296-7805 (FAX) 1-877-235-3151 (TTY/TDD)
Vicki Schmidt, Commissioner insurance.kansas.gov
page 9
insurance.kansas.gov