Background
Pursuant to 24-A M.R.S. §§ 212 and 216(2), the Maine Bureau of Insurance compiles complaint ratios for Personal Auto
insurance companies for use as a comparison tool when researching companies. In addition to comparing complaint ratios,
consumers are encouraged to consider:
• Policy prices
• What the policies cover
• What the policies don’t cover (policy exclusions)
• Financial strength of the company
A consumer complaint is a written communication from an insurance consumer expressing a grievance that results in the need
for the Bureau to conduct further investigation or to communicate in writing with a company to resolve the complaint.
The Complaint Index is the ratio of an insurer’s consumer complaint share to its market share.
The Complaint Share is the percentage of consumer complaints received by the Bureau against an insurer for a given line of
insurance compared to the total consumer complaints received by the Bureau for that line of insurance.
The Market Share is the percentage of an insurer’s direct written premium for the specified lines of insurance compared to
the total direct written premium by all insurers for the specified lines of insurance.
Information is usually reported by insurance group. A list of insurers within each insurance group is provided. Only those
insurers and groups with sufficient premium volume to produce credible consumer complaint ratios are included.
Personal Auto Complaint Comparison Table
The table below displays the complaint indices for the past two calendar years, the written premium for the most recent
calendar year and the number of complaints for the most recent calendar year for the specified insurance groups. The
complaint index compares the share of complaints to the share of written premium.
What Does the Complaint Index Tell You?
A complaint index shows you how an insurance group compares to the average.
• A complaint index of 1 is average
• Less than 1 is better than average
• Greater than 1 is worse than average
Are All Companies that Sell Personal Auto Insurance in Maine Listed in the Tables?
No, not all companies selling Personal Auto insurance in Maine are listed. Some companies or insurance groups do not write
enough insurance in Maine to provide meaningful information. This publication only looks at companies or groups that had
five or more complaints received by the Bureau AND/OR collected premiums for Personal Auto insurance policies in Maine
that represented at least 1 percent of all premiums collected by all insurers who sold Personal Auto policies in Maine.
Where Can You Find Your Company?
Many companies are listed under their insurance group (i.e., companies under common ownership) because the company
alone did not have a sufficient volume of information to produce a credible complaint index. Look for your company within its
insurance group. If your company is not listed, it did not meet the criteria described above.
Personal Auto Insurance Group Name
2022
Complaint
Index
2021
Complaint
Index
2022 Written
Premium in Maine
2022 Number
of Complaints
ALLSTATE INSURANCE GROUP
Allstate Fire & Casualty Insurance Company
Allstate Indemnity Company
Allstate Insurance Company
Allstate Property & Casualty Insurance Company
Encompass Insurance Company of America
Esurance Insurance Company
Integon National Insurance Company
MIC General Insurance Corporation
National General Insurance Company
1.8
1.1
$65,423,679
18
AMERICAN FAMILY INSURANCE GROUP
Main Street America Assurance Company
Main Street America Protection Ins. Company
Midvale Indemnity Company
NGM Insurance Company
Permanent General Assurance Corporation
0.5
2.3
$12,387,349
1
AUTO CLUB ENTERPRISES INSURANCE GROUP
Interinsurance Exchange of the Automobile Club
1.4
1.0
$23,122,303
5
AUTO OWNERS GROUP
Concord General Mutual Insurance Company
Green Mountain Insurance Company Inc.
0.4
0.2
$32,012,546
2
BERKSHIRE-HATHAWAY GROUP
GEICO Casualty Company
GEICO General Insurance Company
GEICO Indemnity Company
Government Employees Insurance Company
1.1
1.0
$114,745,284
19
Personal Auto Insurance Group Name
2022
Complaint
Index
2021
Complaint
Index
2022 Written
Premium in Maine
2022 Number
of Complaints
FARMERS INSURANCE GROUP
Bristol West Insurance Company
Farmers Casualty Insurance Company
Farmers Direct Property & Casualty Ins. Company
Farmers Insurance Exchange
Farmers Property & Casualty Insurance Company
Foremost Ins. Company Grand Rapids MI
Foremost Property & Casualty Insurance Company
Truck Insurance Exchange
0.9
0.2
$35,103,687
5
FRANKENMUTH GROUP
Patriot Insurance Company
1.8
--
$10,956,962
3
HORACE MANN
Horace Mann Insurance Company
Horace Mann Property & Casualty Insurance Co.
Teachers Insurance Company
0.0
--
$12,562,213
0
LIBERTY MUTUAL GROUP
First Liberty Insurance Corp
Ironshore Indemnity Inc.
Liberty Insurance Corp
Liberty Mutual Fire Insurance Company
Liberty Mutual Insurance Company
Liberty Mutual Personal Insurance Company
LM General Insurance Company
LM Insurance Company
Safeco National Insurance Company
1.1
2.0
$83,171,938
14
Personal Auto Insurance Group Name
2022
Complaint
Index
2021
Complaint
Index
2022 Written
Premium in Maine
2022 Number
of Complaints
MMG INSURANCE COMPANY
MMG Insurance Company
1.0
0.3
$25,860,747
4
PROGRESSIVE GROUP
Progressive Casualty Insurance Company
Progressive Northern Insurance Company
Progressive Northwestern Insurance Company
United Financial Casualty Company
1.4
1.0
$154,286,879
33
QUINCY MUTUAL GROUP
Patrons Oxford Insurance Company
0.0
0.8
$18,510,603
0
STATE FARM GROUP
State Farm Fire & Casualty Company
State Farm Mutual Auto Insurance Company
0.7
1.1
$120,934,337
12
The HANOVER INSURANCE GROUP
Citizens Insurance Company of America
Hanover Insurance Company
0.5
0.9
$27,905,882
2
TRAVELERS GROUP
Standard Fire Insurance Company
Travelers Commercial Insurance Company
Travelers Home & Marine Insurance Company
0.6
--
$31,287,204
3
UNITED SERVICES AUTOMOBILE ASSOC GROUP
Garrison Property & Casualty Insurance Company
United Services Automobile Association
USAA Casualty Insurance Company
USAA General Indemnity Company
0.6
0.7
$45,519,254
4
VERMONT MUTUAL
Vermont Mutual Insurance Company
0.0
--
$9,431,793
0
Totals for Above Groups:
$823,222,660
125
