Keeping 100 percent of customers happy 100 percent of the timeis an impossible task, especially when insurance is concerned.According to data collected by the National Association ofInsurance Commissioners, the top three reasons consumers filedcomplaints against their insurance companies in 2005 were delays,denials, and unsatisfactory settlement offers.
Following these claims handling issues, consumers complainedmost about policy cancellations and premiums/insurance ratingissues — a complaint pattern that has remained relativelyconsistent during the past four years. Insureds filed a total of199,639 complaints in 2005, a 22.5 percent decrease from 2004.
Broken out by type of insurance, the study indicates that autoinsurance was the type of coverage that caused the most complaints,followed by accident and health, homeowners', life and annuity, andcommercial multi-peril insurance.
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