NAIC Carrier Complaint Index — 2024
The National Association of Insurance Commissioners (NAIC) publishes complaint indices comparing each carrier's share of complaints to its share of premium. 1.00 = industry average. Indices above 1.00 indicate higher-than-average complaint frequency. Ranked highest to lowest.
Liberty Mutual
egregious
2.41x
Highest among top-10 by premium volume; specific Safeco subsidiary drives most.
Allstate
materially above average
1.78x
Persistent above-average complaint volume across multiple states; flagged in 12 state DOI exams.
Progressive
materially above average
1.66x
Above average. Home product is newer; underwriting and claims still maturing.
Farmers
slightly above average
1.34x
Above-average; specific issues with hail/wind scope minimization.
Nationwide
slightly above average
1.15x
Near average. Often cited in matching-denial disputes.
Travelers
slightly below average
0.94x
Slightly below average. Stronger appraisal-clause acceptance than peers.
American Family
slightly below average
0.71x
Below average. Significant regional concentration in MN/WI/CO.
State Farm
materially below average
0.62x
Below-average national index, but specific states (TX, CA) show 2-3x patterns.
Erie
materially below average
0.42x
Below average. Regional Mid-Atlantic carrier with strong agent relationships.
USAA
materially below average
0.31x
Lowest among major carriers; military-only membership selects for lower-complaint demographic.
Source: NAIC Consumer Information Source (CIS) 2024 update — content.naic.org. Index calculation: share of national complaints ÷ share of national premium volume. Indices reflect Homeowners line of business.