Auto insurance top complaint received by Kansas Department of Insurance
The Kansas Department of Insurance (KDI) closed more than 3,000 complaints falling within the six major lines of insurance, including auto, health, homeowners, renters, life, annuities, and long-term care in 2025, according to a news release.
The KDI Consumer Assistance Division recovered nearly $29 million, a 147% increase compared to 2024, the release states.
KDI says 34% of the complaints involved auto insurance, with homeowners following at 25%.
A majority of the complaints (69%) involved claims handling, the release notes. Other complaints involved policyholder services, underwriting, marketing, and sales.
“Complaints and inquiries equip the department to hold insurance companies accountable and better serve Kansans,” said Commissioner Vicki Schmidt. “As commissioner, I am proud to advocate on behalf of our consumers to ensure they receive the services and protections outlined in their policies.”
The department also creates an annual complaint index where it compares companies in the same line of business. The statistic compares a company’s share of complaints to its market share, or share of business written in the state.
Companies in all lines of business are measured against an index of 1.00. A complaint index of 1.00 means the insurer’s share of all complaints received equals its share of business. An index of 2.00 means the insurer’s share of complaints is twice its share of business, and an index of 0.00 indicates no complaints about the company were received.
First Chicago Insurance Co. had the highest complaint index in 2025 at 8.88 with 76 complaints and 1% of market share. Root Property & Casualty Insurance Co. followed, with an index of 2.85, 18 complaints, and 1% of market share. State Farm Fire and Casualty Co. had the third-largest complaint index at 2.84, with 21 complaints and 1% of the market share.
“Complaints and inquiries from consumers give us an indication of the kind of service companies are providing to Kansans,” the report states. “Complaints can also help us identify insurance companies or agents that may need to be investigated for violations of Kansas insurance laws or regulations. The department also uses complaint data to focus public education efforts on the issues that most concern Kansas insurance consumers.”
The department notifies the insurance company after receiving a complaint and is asked to provide an explanation within 14 calendar days, the report states. A record of every complaint is kept for up to three years.
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