Personal lines complaint ratio

              2004 PERSONAL LINES+ INSURANCE COMPLAINT RATIOS

Janet Napolitano Governor Christina Urias Director of Insurance State of Arizona

Department of Insurance
2910 N. 44th Street, Suite 210 Phoenix, AZ 85018-7269 Phoenix (602) 912-8444 Statewide (800) 325-2548 Tucson (520) 628-6370

+

Personal Lines refers to types of insurance that cover personal automobiles, homes, and other personal property or liabilities.

IMPORTANT NOTE! Although the Arizona Department of Insurance receives many complaints against insurers each year, upon investigation not every complaint received by the Department becomes a confirmed complaint. The ratios published in this pamphlet represent the number of written Personal Lines complaints received by the Department during 2004 for each 1,000 exposures an insurer has in force. Some insurance companies issue one automobile policy per vehicle insured while other companies issue a single policy covering multiple vehicles. Companies that issue one automobile policy covering only one vehicle per policy are indicated with an asterisk (*). Companies that issue one automobile policy for multiple vehicles may have a lower complaint ratio than companies who issue one policy per vehicle. A ratio for a particular company is not significant unless compared with other companies. The Department obtains the number of policies (exposures) from each insurance company. In publishing the information in this pamphlet, the Department makes no distinction between insurers that write preferred, standard, or non-standard business. Insurers with fewer than 4,500 exposures have been excluded from this pamphlet. Exposures refers to the total number of covered vehicles, homes and other personal property or liabilities. This brochure should be used in conjunction with the Premium Comparison Brochures, also published by the Department. These publications may be obtained by contacting us at the numbers listed on the front cover of this brochure or via our website. In addition to using these brochures to comparison shop for insurance, consumers should consider the insurer's service to policyholders, its reputation and the type of insurance coverages available. The Department strongly recommends that consumers consult their professional insurance agents about coverage details.

Persons with a disability may request that materials be presented in an alternative format by contacting the ADA Coordinator at (602) 912-8456. Requests should be made as early as possible to allow time to procure the materials in an alternate format.
As of July 2005 By the Arizona Department of Insurance

PERSONAL LINES COMPLAINT RATIO FOR 2004 CALENDAR YEAR
# OF # OF RATIO** OF PERSONAL PERSONAL COMPLAINTS LINES LINES PER 1,000 EXPOSURES COMPLAINTS EXPOSURES

COMPANY NAME

21ST CENTURY INSURANCE COMPANY OF THE SOUTHWEST

34,934 4 ,77 7 10,201 9,696 15,802 11,572 4,738 176,113 315,140 178,962 18,691 59,477 61,574 10,454 524,901 5,840 6,201 8,945 29,815 33,043 27,541 102,924 27,874 41,663 22,617 7,929 10,907 13,431 11,907 14,404 12,259 9,686 21,805 5,240 24,945 17,352 13,619 5,381 15,994 35,544 63,806 27,405 4,930 60,561 5,889 4,653

12 0 1 8 10 8 1 13 56 9 6 13 13 0 87 3 2 3 11 10 7 15 10 9 3 1 1 0 3 7 1 6 8 0 5 3 1 1 7 8 13 3 1 7 0 2

0.344 0.000 0.098 0.825 0.633 0.691 0.211 0.074 0.178 0.050 0.321 0.219 0.211 0.000 0.166 0.514 0.323 0.335 0.369 0.303 0.254 0.146 0.359 0.216 0.133 0.126 0.092 0.000 0.252 0.486 0.082 0.619 0.367 0.000 0.200 0.173 0.073 0.186 0.438 0.225 0.204 0.109 0.203 0.116 0.000 0.430

* AEGIS SECURITY INSURANCE COMPANY
AIG CENTENNIAL INSURANCE COMPANY AIG INDEMNITY INSURANCE COMPANY AIG NATIONAL INSURANCE COMPANY, INC. AIG PREFERRED INSURANCE COMPANY ALLIED PROPERTY AND CASUALTY INSURANCE COMPANY ALLSTATE INDEMNITY COMPANY ALLSTATE INSURANCE COMPANY ALLSTATE PROPERTY AND CASUALTY INSURANCE COMPANY AMCO INSURANCE COMPANY AMERICAN BANKERS INSURANCE COMPANY OF FLORIDA AMERICAN COMMERCE INSURANCE COMPANY

* AMERICAN FAMILY HOME INSRUANCE COMPANY * AMERICAN FAMILY MUTUAL INSURANCE COMPANY
AMERICAN FEDERATION INSURANCE COMPANY AMERICAN HOME ASSURANCE COMPANY AMERICAN INTERNATIONAL INSURANCE COMPANY AMERICAN MODERN HOME INSRUANCE COMPANY AMERICAN NTIONAL PROPERTY AND CASUALTY AMERICAN RELIABLE INSURANCE COMPANY

* AMERICAN STANDARD INSURANCE COMPANY OF WISCONSIN * AMERICAN SUMMIT INSURANCE COMPANY
AMEX ASSURANCE COMPANY AMICA MUTUAL INSURANCE COMPANY ANCHOR GENERAL INSURANCE COMPANY ARIZONA AUTOMOBILE INSURANCE COMPANY

* ARIZONA HOME INSURANCE COMPANY
AUSTIN MUTUAL INSURANCE COMPANY AUTO-OWNERS INSURANCE COMPANY AUTOMOBILE INSURANCE COMPANY OF HARTFORD BALBOA INSURANCE COMPANY BENCHMARK INSURANCE COMPANY BIRMINGHAM FIRE INSURANCE COMPANY OF PENNSYLVANIA CALIFORNIA CASUALTY INSURANCE COMPANY CENTRAL MUTUAL INSURANCE COMPANY CENTURY-NATIONAL INSURANCE COMPANY CIVIL SERVICE EMPLOYEES INSURANCE COMPANY COAST NATIONAL INSURANCE COMPANY CONTINENTAL INSURANCE COMPANY, THE COUNTRY MUTUAL INSURANCE COMPANY COUNTRY PREFERRED INSURANCE COMPANY CSE SAFEGUARD INSURANCE COMPANY DAIRYLAND INSURANCE COMPANY DEERBROOK INSURANCE COMPANY ECONOMY PREMIER ASSURANCE COMPANY ** { (# of Complaints / Total Exposures) * 1000 }

*

*

PERSONAL LINES COMPLAINT RATIO FOR 2004 CALENDAR YEAR
# OF # OF RATIO** OF PERSONAL PERSONAL COMPLAINTS LINES LINES PER 1,000 EXPOSURES COMPLAINTS EXPOSURES

COMPANY NAME

ENCOMPASS INDEMNITY COMPANY ENCOMPASS INSURANCE COMPANY OF AMERICA ESURANCE INSURANCE COMPANY FARMERS INSURANCE COMPANY OF ARIZONA FIDELITY AND CASUALTY COMPANY OF NEW YORK, THE FIDELITY NATIONAL INSURANCE COMPANY FINANCIAL INDEMNITY COMPANY FIREMAN'S FUND INSURANCE COMPANY

15,024 57,259 7,429 787,962 6,146 13,823 13,033 4,975 15,755 83,259 20,048 16,161 97,457 34,076 47,481 22,380 26,991 22,702 96,711 107,799 19,053 4,667 16,715 5,231 77,816 10,638 20,071 11,796 18,974 25,675 23,999 22,605 105,050 25,818 15,639 5,752 10,832 26,500 22,995 10,765 7,392 50,654 96,688 170,436 7,396 37,222

1 10 4 16 5 1 3 11 2 6 19 2 11 23 8 13 2 2 10 48 25 4 7 5 1 26 5 27 4 5 7 13 6 17 2 1 1 7 5 3 1 3 7 14 24 1 8

0.067 0.175 0.538 0.209 0.163 0.217 0.844 0.402 0.381 0.228 0.100 0.681 0.236 0.235 0.274 0.089 0.074 0.440 0.496 0.232 0.210 1.500 0.299 0.191 0.334 0.470 1.345 0.339 0.264 0.273 0.542 0.265 0.162 0.077 0.064 0.174 0.646 0.189 0.130 0.093 0.406 0.138 0.145 0.141 0.135 0.215

*

* FIRST AMERICAN PROPERTY & CASUALTY INSURANCE COMPANY
FOREMOST INSURANCE COMPANY OF GRAND RAPIDS, MI FOREMOST PROPERTY AND CASUALTY INSURANCE COMPANY GEICO CASUALTY COMPANY GEICO GENERAL INSURANCE COMPANY GEICO INDEMNITY COMPANY GOVERNMENT EMPLOYEES INSURANCE COMPANY GUARANTY NATIONAL INSURANCE COMPANY

* HARTFORD CASUALTY INSURANCE COMPANY
HARTFORD FIRE INSURANCE COMPANY HARTFORD INSURANCE COMPANY OF THE MIDWEST HARTFORD UNDERWRITERS INSURANCE COMPANY

* HOMESITE INDEMNITY COMPANY
INFINITY INSURANCE COMPANY INSURANCE COMPANY OF THE STATE OF PENNSYLVANIA, THE KANSAS CITY FIRE AND MARINE INSURANCE COMPANY LIBERTY MUTUAL FIRE INSURANCE COMPANY LIBERTY MUTUAL GENERAL INSURANCE COMPANY LM PROPERTY AND CASUALTY INSURANCE COMPANY MARKEL AMERICAN INSURANCE COMPANY MERCURY CASUALTY COMPANY METROPOLITAN CASUALTY INSURANCE COMPANY METROPOLITAN GROUP PROPERTY AND CASUALTY INSURANCE CO. METROPOLITAN PROPERTY AND CASUALTY INSURANCE COMPANY

* MID-CENTURY INSURANCE COMPANY
NATIONAL GENERAL ASSURANCE COMPANY NATIONAL GENERAL INSURANCE COMPANY NATIONAL UNION FIRE INSURANCE COMPANY OF PITTSBURGH, PA NATIONWIDE MUTUAL FIRE INSURANCE COMPANY NATIONWIDE MUTUAL INSURANCE COMPANY OWNERS INSURANCE COMPANY PACIFIC INDEMNITY COMPANY PACIFIC SPECIALTY INSURANCE COMPANY PHOENIX INDEMNITY INSURANCE COMPANY PROGRESSIVE CASUALTY INSURANCE COMPANY PROGRESSIVE CLASSIC INSURANCE COMPANY

* PROGRESSIVE HOME INSURANCE COMPANY
PROGRESSIVE PALOVERDE INSURANCE COMPANY ** { (# of Complaints / Total Exposures) * 1000 }

PERSONAL LINES COMPLAINT RATIO FOR 2004 CALENDAR YEAR
# OF # OF RATIO** OF PERSONAL PERSONAL COMPLAINTS LINES LINES PER 1,000 EXPOSURES COMPLAINTS EXPOSURES

COMPANY NAME

PROGRESSIVE PREFERRED INSURANCE COMPANY

113,803 38,682 11,857 72,840 73,007 16,446 20,859 8,124 8,303 19,855 9,868 586,802 606,137 4,808 48,824 16,025 10,806 4,515 9,480 14,244 5,911 227,464 4,599 6,794 156,934 5,616 28,936 28,762 21,652 91,334 6,840 8,035

20 3 8 21 21 12 1 1 1 5 0 60 55 3 16 2 2 3 2 1 1 15 5 4 10 1 6 5 1 11 2 0

0.176 0.078 0.675 0.288 0.288 0.730 0.048 0.123 0.120 0.252 0.000 0.102 0.091 0.624 0.328 0.125 0.185 0.664 0.211 0.070 0.169 0.066 1.087 0.589 0.064 0.178 0.207 0.174 0.046 0.120 0.292 0.000

* PROPERTY AND CASUALTY INSURANCE COMPANY OF HARTFORD
QBE INSURANCE CORPORATION SAFECO INSURANCE COMPANY OF AMERICA SAFEWAY INSURANCE COMPANY SCOTTSDALE INSURANCE COMPANY SENTINEL INSURANCE COMPANY, LTD. SENTRY INSURANCE A MUTUAL COMPANY SHELBY CASUALTY INSURANCE COMPANY STANDARD FIRE INSURANCE COMPANY STARNET INSURANCE COMPANY

*

* STATE FARM FIRE AND CASUALTY COMPANY * STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY * TEACHERS INSURANCE COMPANY
TITAN INSURANCE COMPANY TOPA INSURANCE COMPANY TRAVELERS INDEMNITY COMPANY OF AMERICA TRAVELERS PROPERITY CASUALTY COMPANY TWIN CITY FIRE INSURANCE COMPANY UNIGARD INSURANCE COMPANY UNION INSURANCE COMPANY OF PROVIDENCE UNITED SERVICES AUTOMOBILE ASSOCIATION UNITRIN DIRECT INSURANCE COMPANY UNITRIN DIRECT PROPERTY & CASUALTY COMPANY USAA CASUALTY INSURANCE COMPANY USAA GENERAL INDEMNITY COMPANY VICTORIA AUTOMOBILE INSURANCE COMPANY VICTORIA SELECT INSURANCE COMPANY

* VOYAGER PROPERTY AND CASUALTY INSURANCE
WESTERN AGRICULTURAL INSURANCE COMPANY WESTERN UNITED INSURANCE COMPANY YOSEMITE INSURANCE COMPANY

*

** { (# of Complaints / Total Exposures) * 1000 }