When it comes to choosing a car insurance company, an insurer’s complaint record can help you decide whether or not you want to work with that carrier. The National Association of Insurance Commissioners (NAIC) complaint index shows how many complaints policyholders have filed with state regulators. A low NAIC complaint index typically indicates a relatively high level of customer satisfaction.
This guide explores the NAIC complaint index, how to interpret this data and the insurance companies with the fewest complaints.
Carinsurance.com Insights
- The NAIC complaint index measures justified reports of issues filed by policyholders against an insurance company.
- The number of complaints is measured against the size of the insurance company, which gives prospective policyholders an idea of the frequency of complaints.
- When shopping around for an insurance company, checking the NAIC complaint index can help you choose the right one.
What is the NAIC complaint index?
One of the NAIC’s key duties is maintaining an index of confirmed, closed consumer complaints against insurers filed with state insurance departments. The NAIC converts this data into a score based on the frequency of complaints compared to other carriers of the same size. The complaint index benchmark is 1.0. A score below 1.0 indicates fewer complaints than average, while a score above 1.0 indicates more complaints than average.
The NAIC was founded in 1871. The organization’s activities include setting standards and best practices for insurance regulators at the state level, conducting licensing and training for professionals, collecting and analyzing industry data, and educating consumers.
“An insurance company’s complaint index gives insight into how well the company treats its policyholders, especially when it comes to handling claims, billing issues or customer service,” says Rajni Kapur, CEO of All Solutions Insurance in Moreno Valley, California.
Top car insurance companies with the fewest complaints
Besides price, drivers say good customer service and fast claims resolution matter when choosing a car insurance company. The NAIC complaint index is an important resource for consumers to assess customer satisfaction when buying or renewing a policy.
The table below details the top car insurance companies with the fewest complaints.
| Company | NAIC complaint index score | Direct premiums written | Market share |
|---|---|---|---|
| American Family | 0.33 | $6,790,422,620 | 2.14% |
| Travelers | 0.52 | $6,578,946,202 | 2.08% |
| Auto-Owners | 0.54 | $4,250,282,927 | 1.34% |
| Nationwide | 0.63 | $5,413,758,272 | 1.71% |
| GEICO | 0.69 | $38,965,761,608 | 12.31% |
| Progressive | 0.71 | $48,255,874,744 | 15.24% |
| Amica | 0.75 | $1,383,042,128 | 0.44% |
| State Farm | 0.79 | $57,974,270,313 | 18.31% |
| Farmers | 0.86 | $13,221,687,478 | 4.18% |
| Erie | 0.89 | $4,240,246,199 | 1.34% |
| Allstate | 1.10 | $32,848,168,906 | 10.37% |
| Safeco | 1.12 | See Liberty Mutual | |
| The Hartford | 1.54 | $2,126,384,701 | 0.67% |
| Liberty Mutual | 2.86 | $13,312,836,211 | 4.20% |
| USAA* | 1.178 | $19,847,915,798 | 6.27% |
Note: *USAA is only available to active and retired members of the military and their immediate families.
Want to compare coverage options? Use our car insurance calculator to find your best fit.
What else to look for when shopping for car insurance
The NAIC complaint index is just one of several third-party ratings and reviews that consumers can use to gauge an insurer’s ability to provide quality service. Other factors to consider when shopping for insurance include:
- Coverage options. Although all major insurers offer the basics – liability, collision, and comprehensive insurance – not all provide specialized coverage and services, such as gap insurance or SR-22 insurance filings for high-risk drivers.
- Financial stability. AM Best financial strength ratings indicate how likely an insurer is to meet its claim obligations. All of the carriers in our Best Car Insurance Companies rating have a financial strength grade of A (Excellent) or higher.
- Premiums. Every insurer determines rates differently, based on factors ranging from how old you are to where you live to the vehicle you drive. Shopping around can help you find the most affordable premiums for your situation.
How to choose the right insurer for you
When evaluating your insurance options, choose a company that strikes the right balance between:
- A relatively low NAIC complaint index
- Appropriate coverage options
- A robust AM Best financial stability rating
- Affordable premiums
- Discounts that apply to your situation
Taking the time to shop around and choose your insurance company carefully can help you find the best option for your unique situation.
Resources & Methodology
Sources
- JDPower.com. “What is an NAIC number, and where do i find it?” Accessed June 2025.
- NAIC.org. “How to file a complaint and research complaints against insurance carriers.” Accessed June 2025.
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