Download entire 2016 Consumer Complaint Report

The DIFP 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 DIFP 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. You can also search complaints by reason.

Line of Insurance:
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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

 

2014 Medicare Supplement Insurance Complaint Index
An index of 100 is considered average

Company Name Average Annual
Premium Volume
2012-2014
Market Share
2012-2014
Number of Complaints
2012-2014
Complaint
Index
1 UNITEDHEALTHCARE INSURANCE COMPANY $149,483,670 22.85% 17 49
2 HEALTHY ALLIANCE LIFE INSURANCE COMPANY $94,256,730 14.41% 10 45
3 MUTUAL OF OMAHA INSURANCE COMPANY $81,702,948 12.49% 13 68
4 UNITED OF OMAHA LIFE INSURANCE COMPANY $55,620,345 8.50% 26 200
5 BLUE CROSS AND BLUE SHIELD OF KANSAS CITY $38,132,992 5.83% 4 45
6 AMERICAN REPUBLIC INSURANCE COMPANY $13,857,526 2.12% 1 31
7 STONEBRIDGE LIFE INSURANCE COMPANY $11,293,235 1.73% 6 227
8 BANKERS LIFE AND CASUALTY COMPANY $11,183,828 1.71% 5 191
9 CHRISTIAN FIDELITY LIFE INSURANCE CO $10,880,483 1.66% 3 118
10 STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY $10,490,819 1.60% 1 41
11 OLD SURETY LIFE INSURANCE COMPANY $9,657,544 1.48% 0 0
12 EQUITABLE LIFE & CASUALTY INSURANCE COMPANY $9,535,350 1.46% 4 179
13 CONTINENTAL LIFE INS CO OF BRENTWOOD TN $8,584,450 1.31% 2 100
14 BANKERS FIDELITY LIFE INSURANCE COMPANY $8,491,265 1.30% 4 201
15 AMERICAN CONTINENTAL INSURANCE COMPANY $8,030,100 1.23% 2 107
16 MEDICO INSURANCE COMPANY $8,015,724 1.23% 7 373
17 AMERICAN FAMILY MUTUAL INSURANCE COMPANY S.I. $7,970,107 1.22% 2 107
18 COLONIAL PENN LIFE INSURANCE COMPANY $7,781,576 1.19% 2 110
19 HUMANA INSURANCE COMPANY $7,715,505 1.18% 10 554
20 AMERICAN REPUBLIC CORP INSURANCE COMPANY $7,021,448 1.07% 0 0
21 HARTFORD LIFE AND ACCIDENT INSURANCE COMPANY $6,647,183 1.02% 0 0
22 TRANSAMERICA LIFE INSURANCE COMPANY $6,017,327 0.92% 3 213
23 STERLING LIFE INSURANCE COMPANY $5,802,711 0.89% 7 516
24 NORTH AMERICAN INSURANCE COMPANY $5,780,791 0.88% 2 148
25 HEARTLAND NATIONAL LIFE INSURANCE COMPANY $4,990,019 0.76% 1 86
26 UNITED AMERICAN INSURANCE COMPANY $4,074,176 0.62% 2 210
27 UNITED WORLD LIFE INSURANCE COMPANY $3,941,174 0.60% 0 0
28 PHYSICIANS MUTUAL INSURANCE COMPANY $3,827,916 0.59% 1 112
29 COMBINED INSURANCE CO OF AMERICA $3,201,439 0.49% 0 0
30 MARQUETTE NATIONAL LIFE INSURANCE COMPANY $3,013,779 0.46% 3 426
31 WASHINGTON NATIONAL INSURANCE COMPANY $2,978,130 0.46% 5 718
32 THRIVENT FINANCIAL FOR LUTHERANS $2,925,300 0.45% 0 0
33 RESERVE NATIONAL INSURANCE COMPANY $2,722,401 0.42% 0 0
34 USAA LIFE INSURANCE COMPANY $2,544,108 0.39% 0 0
35 GOLDEN RULE INSURANCE COMPANY $2,469,666 0.38% 0 0
36 GERBER LIFE INSURANCE COMPANY $2,445,332 0.37% 0 0
37 LOYAL AMERICAN LIFE INSURANCE COMPANY $2,256,084 0.34% 0 0
38 STANDARD LIFE AND ACCIDENT INSURANCE COMPANY $2,179,267 0.33% 0 0
39 PHYSICIANS LIFE INSURANCE COMPANY $1,979,222 0.30% 0 0
40 PRINCIPAL LIFE INSURANCE COMPANY $1,977,523 0.30% 0 0
41 AMERICAN NATIONAL LIFE INSURANCE COMPANY OF TEXAS $1,963,013 0.30% 0 0
42 HEALTH CARE SERVICE CORPORATION $1,618,029 0.25% 0 0
43 CONTINENTAL GENERAL INSURANCE COMPANY $1,281,042 0.20% 1 334
44 GLOBE LIFE AND ACCIDENT INSURANCE COMPANY $1,227,201 0.19% 1 348
45 OXFORD LIFE INSURANCE COMPANY $1,121,112 0.17% 0 0
46 AMERICAN PIONEER LIFE INSURANCE COMPANY $1,114,478 0.17% 0 0
47 GENWORTH LIFE AND ANNUITY INSURANCE COMPANY $1,106,412 0.17% 1 387
48 UNITED TEACHER ASSOCIATES INSURANCE COMPANY $953,912 0.15% 0 0
49 AMERICAN FAMILY LIFE ASSURANCE COMPANY OF COLUMBUS $937,355 0.14% 1 456
50 GOVERNMENT PERSONNEL MUTUAL LIFE INSURANCE COMPANY $908,231 0.14% 0 0
51 UNITED COMMERCIAL TRAVELERS OF AMERICA $835,506 0.13% 1 512
52 STERLING INVESTORS LIFE INSURANCE COMPANY $815,137 0.12% 1 525
53 CONSTITUTION LIFE INSURANCE COMPANY $762,061 0.12% 0 0
54 FAMILY LIFE INSURANCE COMPANY $662,867 0.10% 0 0
55 UNITED NATIONAL LIFE INSURANCE COMPANY OF AMERICA $640,962 0.10% 2 1334
56 HARTFORD LIFE INSURANCE COMPANY $566,178 0.09% 0 0
57 PURITAN LIFE INSURANCE COMPANY OF AMERICA $531,248 0.08% 1 805
58 ROYAL NEIGHBORS OF AMERICA $484,087 0.07% 0 0
59 CENTRAL STATES HEALTH & LIFE CO OF OMAHA $466,840 0.07% 0 0
60 STATE MUTUAL INSURANCE COMPANY $400,792 0.06% 0 0
61 TRANSAMERICA PREMIER LIFE INSURANCE COMPANY $398,658 0.06% 1 1073
62 SHELTER LIFE INSURANCE COMPANY $392,015 0.06% 0 0
63 GREAT AMERICAN LIFE INSURANCE COMPANY $385,047 0.06% 0 0
64 GUARANTEE TRUST LIFE INSURANCE COMPANY $257,331 0.04% 0 0
65 AMERICAN RETIREMENT LIFE INSURANCE COMPANY $241,631 0.04% 0 0
66 COUNTRY LIFE INSURANCE COMPANY $236,246 0.04% 0 0
67 PACIFICARE LIFE AND HEALTH INSURANCE COMPANY $230,954 0.04% 0 0
68 KANAWHA INSURANCE COMPANY $220,613 0.03% 0 0
69 NEW YORK LIFE INSURANCE COMPANY $210,468 0.03% 0 0
70 CENTRAL RESERVE LIFE INSURANCE COMPANY $152,694 0.02% 0 0
71 PYRAMID LIFE INSURANCE COMPANY $141,314 0.02% 0 0
72 PENNSYLVANIA LIFE INSURANCE COMPANY $129,112 0.02% 0 0
73 FORETHOUGHT LIFE INSURANCE COMPANY $103,657 0.02% 0 0
74 PROVIDENT AMERICAN LIFE AND HEALTH INSURANCE COMPANY $91,633 0.01% 0 0
75 IDEALIFE INSURANCE COMPANY $88,291 0.01% 0 0
76 CELTIC INSURANCE COMPANY $84,564 0.01% 0 0
77 AMERICAN GENERAL LIFE INSURANCE CO $80,589 0.01% 0 0
78 NEW ERA LIFE INSURANCE COMPANY OF THE MIDWEST $78,741 0.01% 0 0
79 LINCOLN HERITAGE LIFE INSURANCE COMPANY $73,879 0.01% 0 0
80 JEFFERSON NATIONAL LIFE INSURANCE COMPANY $65,550 0.01% 0 0
81 UNIFIED LIFE INSURANCE COMPANY $65,010 0.01% 0 0
82 SHENANDOAH LIFE INSURANCE COMPANY $64,715 0.01% 0 0
83 MEDICO CORP LIFE INSURANCE COMPANY $63,984 0.01% 0 0
84 JACKSON NATIONAL LIFE INSURANCE COMPANY $59,505 0.01% 0 0
85 ASSURED LIFE ASSOCIATION $53,568 0.01% 0 0
86 GENWORTH LIFE INSURANCE COMPANY $49,549 0.01% 0 0
87 WILCO LIFE INSURANCE COMPANY $43,220 0.01% 0 0
88 UNION FIDELITY LIFE INSURANCE COMPANY $41,345 0.01% 0 0
89 LIBERTY NATIONAL LIFE INSURANCE COMPANY $33,215 0.01% 0 0
90 TRUSTMARK INSURANCE COMPANY $30,477 0.00% 0 0
91 PEKIN LIFE INSURANCE COMPANY $30,252 0.00% 0 0
92 UNION LABOR LIFE INSURANCE COMPANY $28,139 0.00% 0 0
93 AETNA LIFE INSURANCE COMPANY $19,816 0.00% 0 0
94 UNICARE LIFE & HEALTH INSURANCE COMPANY $16,794 0.00% 0 0
95 OMAHA INSURANCE COMPANY $14,787 0.00% 0 0
96 AMERICAN NATIONAL INSURANCE COMPANY $13,307 0.00% 0 0
97 AUTO OWNERS LIFE INSURANCE COMPANY $13,177 0.00% 0 0
98 21ST CENTURY PREMIER INSURANCE COMPANY $11,298 0.00% 0 0
99 CONNECTICUT GENERAL LIFE INS CO $10,564 0.00% 0 0
100 ALLIANZ LIFE INSURANCE COMPANY OF NORTH AMERICA $10,288 0.00% 0 0
101 ABILITY INSURANCE COMPANY $8,345 0.00% 0 0
102 AMERICAN PROGRESSIVE LIFE AND HEALTH INSURANCE COMPANY OF NEW YORK $7,283 0.00% 0 0
103 MANHATTAN LIFE INSURANCE COMPANY $5,783 0.00% 0 0
104 WESTERN CATHOLIC UNION $5,441 0.00% 0 0
105 NATIONAL FOUNDATION LIFE INSURANCE COMPANY $5,282 0.00% 0 0
106 KANSAS CITY LIFE INSURANCE COMPANY $4,222 0.00% 0 0
107 CSA FRATERNAL LIFE $4,171 0.00% 0 0
108 MANHATTANLIFE ASSURANCE COMPANY OF AMERICA $4,109 0.00% 0 0
109 NATIONWIDE LIFE INSURANCE COMPANY $3,296 0.00% 0 0
110 OLD AMERICAN INSURANCE COMPANY $3,219 0.00% 0 0
111 AMERICAN INCOME LIFE INSURANCE CO $3,130 0.00% 0 0
112 BRIGHTHOUSE LIFE INSURANCE COMPANY $2,614 0.00% 0 0
113 LONGEVITY INSURANCE COMPANY $2,262 0.00% 0 0
114 PHILADELPHIA AMERICAN LIFE INSURANCE COMPANY $1,916 0.00% 0 0
115 CENTRAL SECURITY LIFE INSURANCE CO $1,810 0.00% 0 0
116 NATIONAL HEALTH INSURANCE COMPANY $1,389 0.00% 0 0
117 NATIONAL BENEFIT LIFE INSURANCE COMPANY $628 0.00% 0 0
118 MIDWEST NATIONAL LIFE INSURANCE COMPANY OF TENNESEE $399 0.00% 0 0
119 LIFESECURE INSURANCE COMPANY $386 0.00% 0 0
120 TRANSAMERICA FINANCIAL LIFE INSURANCE COMPANY $288 0.00% 0 0
121 TRUSTMARK LIFE INSURANCE COMPANY $1 0.00% 0 0
Subtotal for Selection: $654,277,627100.00%153
Total for Entire Market: $654,277,627 100.00% 153

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