Download entire 2021 Consumer Complaint Report

The DCI complaint index measures how many complaints the department received for a consecutive three-year period relative to the amount of product-specific premium a Missouri licensed company experienced that same period. For instance, if a company issues both homeowners and automobile insurance policies, the data would be segmented into a homeowner complaint index and an automobile complaint index.

The higher the index number, the worse the complaint record:

  • 100 percent means that the department received the normally expected number of complaints about that company.
  • 99 percent or less indicates the company was the subject of less than the normally expected number of complaints.
  • More than 100 percent shows the department received more than the normally expected number of complaints about that company.

The DCI encourages consumers to use the complaint index as a "tiebreaker" in choosing an insurance policy - after carefully considering individual insurance needs, benefits, premium costs, service and other factors in your purchasing decision.


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The complaint index compares the ratio of complaints to premium sales for each company to the industry average, for each line of business. The formula is:

Complaint index formula

2020 Auto Complaint Index

An index of 100 is considered average



Company Name Annual Premium Volume 2020 Market Share 2020 Number of Complaints 2020 Complaint Index
1ST AUTO & CASUALTY INSURANCE COMPANY $ 6,760,181 0.15% 2 78
ACUITY A MUTUAL INSURANCE COMPANY $ 7,199,576 0.16% 1 36
AIG PROPERTY CASUALTY COMPANY $ 2,566,574 0.06% 0 0
ALLIED PROPERTY & CASUALTY INSURANCE COMPANY $ 30,849,063 0.70% 10 85
ALLSTATE FIRE AND CASUALTY INSURANCE COMPANY $ 129,686,286 2.93% 57 115
ALLSTATE INDEMNITY COMPANY $ 2,980,625 0.07% 7 617
ALLSTATE INSURANCE COMPANY $ 10,141,125 0.23% 7 181
ALLSTATE PROPERTY AND CASUALTY INSURANCE COMPANY $ 10,057,422 0.23% 9 235
ALPHA PROPERTY & CASUALTY INSURANCE CO $ 2,312,196 0.05% 8 908
AMCO INSURANCE COMPANY $ 51,989,939 1.17% 20 101
AMERICAN BANKERS INSURANCE COMPANY OF FLORIDA $ 712,449 0.02% 0 0
AMERICAN FAMILY CONNECT PROPERTY AND CASUALTY INSURANCE COMPANY $ 4,051,252 0.09% 3 194
AMERICAN FAMILY HOME INSURANCE COMPANY $ 26,353 0.00% 0 0
AMERICAN FAMILY INSURANCE COMPANY $ 174,727,862 3.94% 62 93
AMERICAN FAMILY MUTUAL INSURANCE COMPANY S.I. $ 309,293,623 6.98% 70 59
AMERICAN MODERN HOME INSURANCE CO $ 293,032 0.01% 0 0
AMERICAN MODERN PROPERTY AND CASUALTY INSURANCE COMPANY $ 581,518 0.01% 0 0
AMERICAN MODERN SELECT INSURANCE COMPANY $ 36,337 0.00% 0 0
AMERICAN NATIONAL GENERAL INSURANCE COMPANY $ 60,914 0.00% 0 0
AMERICAN NATIONAL PROPERTY & CASUALTY COMPANY $ 18,865,187 0.43% 5 70
AMERICAN RELIABLE INSURANCE COMPANY $ 220,055 0.00% 0 0
AMERICAN STANDARD INSURANCE COMPANY OF WISCONSIN $ 11,325,593 0.26% 7 162
AMICA MUTUAL INSURANCE COMPANY $ 5,691,898 0.13% 0 0
ASSURANCEAMERICA INSURANCE COMPANY $ 6,583,253 0.15% 18 718
AUTO OWNERS INSURANCE COMPANY $ 15,880,574 0.36% 5 83
AUTOMOBILE CLUB INTER-INSURANCE EXCHANGE $ 159,984,339 3.61% 85 139
AXA INSURANCE COMPANY $ 19,426 0.00% 0 0
BANKERS STANDARD INSURANCE COMPANY $ 3,963,969 0.09% 0 0
BRISTOL WEST INSURANCE COMPANY $ 10,612,977 0.24% 16 396
CALIFORNIA CASUALTY GENERAL INSURANCE COMPANY OF OREGON $ 3,036,185 0.07% 0 0
CAMERON MUTUAL INSURANCE COMPANY $ 26,341,641 0.59% 7 70
CHUBB NATIONAL INSURANCE COMPANY $ 2,230,090 0.05% 0 0
CINCINNATI CASUALTY COMPANY THE $ 126,935 0.00% 0 0
CINCINNATI INSURANCE COMPANY THE $ 13,053,810 0.29% 3 60
CITIZENS INSURANCE COMPANY OF AMERICA $ 1,464 0.00% 0 0
COLUMBIA MUTUAL INSURANCE COMPANY $ 11,278,808 0.25% 0 0
CONSUMERS INSURANCE USA INC $ 389,381 0.01% 1 674
CORNERSTONE NATIONAL INSURANCE COMPANY $ 2,807,421 0.06% 6 561
COUNTRY CASUALTY INSURANCE COMPANY $ 725,478 0.02% 0 0
COUNTRY MUTUAL INSURANCE COMPANY $ 5,284,410 0.12% 3 149
COUNTRY PREFERRED INSURANCE COMPANY $ 20,622,880 0.47% 7 89
CRESTBROOK INSURANCE COMPANY $ 5,884,932 0.13% 1 45
DAIRYLAND INSURANCE COMPANY $ 520,237 0.01% 0 0
DIRECT GENERAL INSURANCE COMPANY $ 521,315 0.01% 1 504
ECONOMY PREFERRED INSURANCE COMPANY $ 671,772 0.02% 0 0
ECONOMY PREMIER ASSURANCE COMPANY $ 505,712 0.01% 1 519
ELECTRIC INSURANCE COMPANY $ 6,530,187 0.15% 2 80
EMPLOYERS MUTUAL CASUALTY COMPANY $ 220,478 0.00% 0 0
ENCOMPASS INDEMNITY COMPANY $ 7,742,499 0.17% 1 34
ENCOMPASS INSURANCE COMPANY OF AMERICA $ 77,875 0.00% 0 0
EQUITY INSURANCE COMPANY $ 1,240,989 0.03% 3 635
ESSENTIA INSURANCE COMPANY $ 5,050,042 0.11% 2 104
ESURANCE INSURANCE COMPANY $ 947,416 0.02% 1 277
ESURANCE PROPERTY & CASUALTY INSURANCE COMPANY $ 30,149,186 0.68% 20 174
EVERETT CASH MUTUAL INSURANCE CO. $ 306,857 0.01% 0 0
FARM BUREAU TOWN & COUNTRY INS CO OF MO $ 107,300,701 2.42% 41 100
FARMERS CASUALTY INSURANCE COMPANY $ 90,809 0.00% 1 2891
FARMERS DIRECT PROPERTY AND CASUALTY INSURANCE COMPANY $ 234,543 0.01% 0 0
FARMERS GROUP PROPERTY AND CASUALTY INSURANCE COMPANY $ 9,725,993 0.22% 5 135
FARMERS INSURANCE COMPANY INC $ 193,056,543 4.36% 54 73
FARMERS MUTUAL HAIL INSURANCE COMPANY OF IOWA $ 42,635 0.00% 0 0
FARMERS PROPERTY AND CASUALTY INSURANCE COMPANY $ 5,050,027 0.11% 0 0
FEDERAL INSURANCE COMPANY $ 586,739 0.01% 0 0
FIRST ACCEPTANCE INSURANCE COMPANY INC $ 98,355 0.00% 0 0
FIRST CHICAGO INSURANCE COMPANY $ 3,748,126 0.08% 14 981
FIRST COLONIAL INSURANCE COMPANY $ 5,784 0.00% 0 0
FIRST LIBERTY INSURANCE CORP THE $ 276,143 0.01% 0 0
FOREMOST INSURANCE COMPANY GRAND RAPIDS MICHIGAN $ 6,231,279 0.14% 2 84
FOREMOST PROPERTY AND CASUALTY INSURANCE COMPANY $ 175,543 0.00% 0 0
GARRISON PROPERTY AND CASUALTY INSURANCE COMPANY $ 23,872,170 0.54% 9 99
GEICO CASUALTY COMPANY $ 279,598,570 6.31% 104 98
GEICO GENERAL INSURANCE COMPANY $ 20,904,840 0.47% 7 88
GEICO INDEMNITY COMPANY $ 10,822,064 0.24% 11 267
GENERAL SECURITY NATIONAL INSURANCE COMPANY $ 4,314 0.00% 0 0
GENERAL SECURITY NATIONAL INSURANCE COMPANY $ 4,314 0.00% 0 0
GENERAL SECURITY NATIONAL INSURANCE COMPANY $ 4,314 0.00% 0 0
GOVERNMENT EMPLOYEES INSURANCE CO $ 8,886,831 0.20% 2 59
GREAT NORTHERN INSURANCE COMPANY $ 1,589,304 0.04% 0 0
GRINNELL MUTUAL REINSURANCE COMPANY $ 6,016,492 0.14% 5 218
GRINNELL SELECT INSURANCE COMPANY $ 27,423,463 0.62% 7 67
HANOVER INSURANCE COMPANY THE $ 1,800 0.00% 0 0
HARTFORD ACCIDENT & INDEMNITY CO $ 88,185 0.00% 0 0
HARTFORD CASUALTY INSURANCE CO $ 161,506 0.00% 2 3251
HARTFORD FIRE INSURANCE COMPANY $ 48,537 0.00% 0 0
HARTFORD INSURANCE COMPANY OF THE MIDWEST $ 105,776 0.00% 0 0
HARTFORD UNDERWRITERS INSURANCE COMPANY $ 3,912,335 0.09% 3 201
HAULERS INSURANCE COMPANY INC $ 3,833,864 0.09% 7 479
HORACE MANN INSURANCE COMPANY $ 1,447,276 0.03% 0 0
HORACE MANN PROPERTY & CASUALTY INSURANCE COMPANY $ 709,010 0.02% 0 0
INFINITY INSURANCE COMPANY $ 117,919 0.00% 0 0
INTEGON NATIONAL INSURANCE COMPANY $ 2,266 0.00% 0 0
IRONSHORE INDEMNITY INC $ 420,865 0.01% 0 0
KEMPER INDEPENDENCE INSURANCE COMPANY $ 53,491 0.00% 0 0
LIBERTY INSURANCE CORPORATION $ 34,686 0.00% 1 7569
LIBERTY MUTUAL FIRE INSURANCE COMPANY $ 4,749,482 0.11% 3 166
LIBERTY MUTUAL INSURANCE COMPANY $ 1,904,880 0.04% 0 0
LIBERTY MUTUAL PERSONAL INSURANCE COMPANY $ 8,557,228 0.19% 1 31
LM GENERAL INSURANCE COMPANY $ 53,453,222 1.21% 37 182
LM INSURANCE CORPORATION $ 1,588,320 0.04% 0 0
LYNDON SOUTHERN INSURANCE COMPANY $ 1,304,993 0.03% 0 0
MADISON MUTUAL INSURANCE COMPANY $ 3,093,564 0.07% 1 85
MARKEL AMERICAN INSURANCE COMPANY $ 231,219 0.01% 0 0
MERASTAR INSURANCE COMPANY $ 10,215 0.00% 0 0
MERIDIAN SECURITY INSURANCE COMPANY $ 3,010,843 0.07% 4 349
METROPOLITAN GENERAL INSURANCE COMPANY $ 60,813 0.00% 0 0
MIC GENERAL INSURANCE CORPORATION $ 79,503 0.00% 0 0
MID CENTURY INSURANCE COMPANY $ 3,387 0.00% 1 9999
MIDVALE INDEMNITY COMPANY $ 19,075 0.00% 0 0
MIDWEST FAMILY MUTUAL INSURANCE COMPANY $ 196,236 0.00% 1 1338
NATIONAL GENERAL ASSURANCE COMPANY $ 98,136 0.00% 0 0
NATIONAL GENERAL INSURANCE COMPANY $ 3,132,987 0.07% 5 419
NATIONAL GENERAL INSURANCE ONLINE INC $ 754,415 0.02% 4 1392
NATIONAL SPECIALTY INSURANCE COMPANY $ 87,296 0.00% 0 0
NATIONWIDE AFFINITY INSURANCE COMPANY OF AMERICA $ -277 0.00% 1 9999
NATIONWIDE GENERAL INSURANCE COMPANY $ 6,887,686 0.16% 0 0
NATIONWIDE INSURANCE COMPANY OF AMERICA $ 16,456,512 0.37% 4 64
NATIONWIDE MUTUAL INSURANCE COMPANY $ 86,902 0.00% 0 0
NEW HORIZONS INSURANCE COMPANY OF MISSOURI $ 820,758 0.02% 0 0
NEW SOUTH INSURANCE COMPANY $ 41,434 0.00% 0 0
OMNI INDEMNITY COMPANY $ 84,735 0.00% 1 3098
OWNERS INSURANCE COMPANY $ 28,130,616 0.63% 13 121
PACIFIC INDEMNITY COMPANY $ 395,462 0.01% 0 0
PERMANENT GENERAL ASSURANCE CORPORATION $ 9,519,899 0.21% 6 165
PHARMACISTS MUTUAL INSURANCE COMPANY $ 389,057 0.01% 0 0
PHILADELPHIA INDEMNITY INSURANCE COMPANY $ 1,108,918 0.03% 0 0
PRIVILEGE UNDERWRITERS RECIPROCAL EXCHANGE $ 3,164,555 0.07% 2 166
PROGRESSIVE ADVANCED INSURANCE COMPANY $ 225,848,292 5.10% 87 101
PROGRESSIVE ADVANCED INSURANCE COMPANY $ 225,848,292 5.10% 87 101
PROGRESSIVE CASUALTY INSURANCE COMPANY $ 246,005,663 5.55% 91 97
PROGRESSIVE DIRECT INSURANCE COMPANY $ 10,280,862 0.23% 14 357
PROGRESSIVE MAX INSURANCE COMPANY $ 9,114,772 0.21% 6 173
PROGRESSIVE NORTHWESTERN INSURANCE COMPANY $ 12,538,977 0.28% 7 147
PROGRESSIVE PREFERRED INSURANCE COMPANY $ 11,024,239 0.25% 5 119
PROPERTY & CASUALTY INSURANCE COMPANY OF HARTFORD $ 3,945,240 0.09% 4 266
RESPONSE INSURANCE COMPANY $ 246,134 0.01% 0 0
RIVERPORT INSURANCE COMPANY $ 372,828 0.01% 0 0
ROOT INSURANCE COMPANY $ 17,676,818 0.40% 11 163
SAFE AUTO INSURANCE COMPANY $ 7,832,188 0.18% 9 302
SAFECO INSURANCE COMPANY OF AMERICA $ 5,565 0.00% 1 9999
SAFECO INSURANCE COMPANY OF ILLINOIS $ 185,743,072 4.19% 85 120
SECURA INSURANCE COMPANY $ 30,082 0.00% 0 0
SECURA SUPREME INSURANCE COMPANY $ 2,947,659 0.07% 0 0
SENTINEL INSURANCE COMPANY LTD $ 689,252 0.02% 0 0
SENTRY SELECT INSURANCE COMPANY $ 390,975 0.01% 1 671
SHELTER GENERAL INSURANCE COMPANY $ 2,282,872 0.05% 8 920
SHELTER MUTUAL INSURANCE COMPANY $ 223,870,177 5.05% 64 75
STANDARD FIRE INSURANCE COMPANY $ 85,035,416 1.92% 21 65
STATE AUTO PROPERTY & CASUALTY INSURANCE COMPANY $ 649,100 0.01% 0 0
STATE AUTOMOBILE MUTUAL INSURANCE COMPANY $ 14,447,244 0.33% 5 91
STATE FARM FIRE AND CASUALTY COMPANY $ 49,740,541 1.12% 30 158
STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY $ 846,447,322 19.10% 234 73
STATE NATIONAL INSURANCE COMPANY INC $ 5,846,507 0.13% 0 0
STILLWATER INSURANCE COMPANY $ 236,828 0.01% 0 0
TEACHERS INSURANCE COMPANY $ 3,046,666 0.07% 1 86
TRADERS INSURANCE COMPANY $ 22,895,391 0.52% 23 264
TRAVELERS HOME AND MARINE INSURANCE COMPANY THE $ 8,215,948 0.19% 2 64
TRAVELERS PROPERTY CASUALTY INSURANCE COMPANY $ 462,276 0.01% 0 0
TREXIS INSURANCE CORPORATION $ 7,154,855 0.16% 8 294
TREXIS ONE INSURANCE CORPORATION $ 3,423,950 0.08% 5 383
TRUMBULL INSURANCE COMPANY $ 3,945,140 0.09% 1 67
TWIN CITY FIRE INSURANCE COMPANY $ 21,197,130 0.48% 11 136
UNITED FIRE AND CASUALTY COMPANY $ 1,246,931 0.03% 0 0
UNITED HOME INSURANCE COMPANY $ 4,143,890 0.09% 0 0
UNITED SERVICES AUTOMOBILE ASSOCIATION $ 61,052,192 1.38% 20 86
UNITRIN DIRECT PROPERTY & CASUALTY COMPANY $ 112,324 0.00% 0 0
UNITRIN PREFERRED INSURANCE COMPANY $ 172,654 0.00% 0 0
UNITRIN SAFEGUARD INSURANCE COMPANY $ 584,071 0.01% 0 0
USAA CASUALTY INSURANCE COMPANY $ 50,649,552 1.14% 21 109
USAA GENERAL INDEMNITY COMPANY $ 51,626,869 1.17% 8 41
VICTORIA FIRE & CASUALTY COMPANY $ -2,507 0.00% 1 9999
VIGILANT INSURANCE COMPANY $ 434,261 0.01% 0 0
VIKING INSURANCE COMPANY OF WISCONSIN $ 12,155,948 0.27% 7 151
XL SPECIALTY INSURANCE COMPANY $ 5,342 0.00% 0 0
YOUNG AMERICA INSURANCE COMPANY $ 5,173 0.00% 1 9999
Subtotal for Selection: 100.00% 1689
Total for Entire Auto Market: 100.00% 1689