Keeping 100 percent of customers happy 100 percent of the time is an impossible task, especially when insurance is concerned. According to data collected by the National Association of Insurance Commissioners, the top three reasons consumers filed complaints against their insurance companies in 2005 were delays, denials, and unsatisfactory settlement offers.

Following these claims handling issues, consumers complained most about policy cancellations and premiums/insurance rating issues — a complaint pattern that has remained relatively consistent during the past four years. Insureds filed a total of 199,639 complaints in 2005, a 22.5 percent decrease from 2004.

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