How to read this report

This report summarizes complaints against insurance companies doing business in Oregon, allowing consumers to compare their complaint records.

The following lines or types of insurance are included in this report:

• annuities
• auto (personal)
• health
• homeowner
• life
• long-term care

The line of insurance is indicated in the upper left corner of each page under "Insurance Division - Consumer Protection".

Column 1 - Company name

Column 2 - Premium written in Oregon

Column 3 - Total complaints

The number of total complaints against an insurance company closed by the Insurance Division in the calendar year.

Column 4 - Total confirmed complaints

The number of confirmed complaints against an insurance company closed by the Insurance Division in the calendar year.

A "confirmed complaint" is a complaint in which an insurance company provided some kind of relief to a consumer or took some other action after a complaint was filed with the Oregon Insurance Division. Examples include complaints in which an insurer took one of the following actions:

• Made an additional payment or a refund to a consumer
• Issued or restored an insurance policy
• Extended insurance coverage
• Reopened or settled a claim
• Provided some other kind of relief (for example, a company responded to a consumer's inquiries)

Complaints in which the consumer and insurer couldn't agree on the facts of the case also are counted as confirmed complaints.

The following examples are not counted as confirmed complaints:

• The Insurance Division found that the insurer had complied with Oregon insurance laws and rules.
• The Insurance Division didn't have jurisdiction (legal authority) to make a determination on the complaint.

Column 5 - Complaint index

The complaint index provides an easy way to compare insurance companies. Because the average is always measured as 1.00, a complaint index of 1.00 means the insurer's share of confirmed complaints is equal to its share of business in Oregon. A complaint index of 2.00 means that the company's share of confirmed complaints is twice as large as its share of business.