Although insurance is in some ways a universal product, only a small percentage of consumers report feeling satisfied with their insurance experiences. At least some of this policyholder frustration comes from unfamiliarity with insurance regulations and processes. That's why, even in this digital age when all businesses are pressured to work faster and more efficiently, insurance agents and brokers can create real value for policyholders. But it may also help insurance professionals who strive to serve as trusted advisors to understand where the industry's consumer experience is breaking down. To that end, the National Association of Insurance Commissioners (NAIC) collects state-level data related to insurance complaints. The slideshow above illustrates the top five reasons policyholders complained about an insurance company in 2021, according to the NAIC. The organization also provides several online resources to help insureds navigate the insurance and claims process. See also:

• Top 10 P&C insurers for customer satisfaction
• PropertyCasualty360 2021 Customer Experience Innovation Honorees
• 10 P&C provider websites ranked by customer satisfaction, net promoter score