From unsatisfactory policyholder service to a poor claims experience, insurance customers often find something to gripe about when working with their home and auto insurers.
However, a July ValuePenguin report found that it's not the complaint area that is of most concern to consumers; what matters most to them is how often an insurer receives a complaint at all.
Using data from the National Association of Insurance Commissioners' Complaint Index in 2019, ValuePenguin compared the number of complaints the top ten U.S. auto and home insurers received in relation to their sizes. The Index is determined by dividing a company's share of complaints in the market by its share of premiums. For example, if an insurer's auto complaint index is 0.43, then that insurer's auto insurance customers are 43% as likely to file a complaint as they would at another insurer, ValuePenguin explains.
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