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Insurance Study Cites Delays and Unsatisfactory Settlements as Top Consumer Complaints
March 16, 2009

A study conducted by the National Association of Insurance Commissioners (NAIC) cites delays, denials of claims and unsatisfactory settlement officers as the top three consumer complaints in 2008.

The NAIC collected the data for the study through its centralized electronic Complaint Database System (CDS), through which states voluntarily report "closed" complaints (complaints that have been investigated and resolved). The study looked at a total of 195,669 confirmed consumer complaints.

The study found that 19.1 percent of consumers (a total of 26,844) who made formal complaints in 2008 did so because of delays. The second top complaint was denials of claims, rounding out at 18.4 percent (25,851), and unsatisfactory settlements/offers came in third at 14.2 percent—a total of 20,021.

Also making the top five were issues with premiums and ratings (4.7 percent) and cancellations (4.0 percent).

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