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 www.moodys.com 877-772-5436 www.standardandpoors.com A.M. BEST CO. www.ambest.com 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: 1) An applicable state insurance law or regulation; 2) A federal requirement that the state department of insurance has the authority to enforce; or 3) 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 EMAIL 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