10 Home Insurance Companies With the Highest Complaint Index in 2024

(And How to Use This Data the Right Way)

Thinking about switching home insurance companies?

Before you do, it helps to look beyond price and advertising. One of the most overlooked tools available to consumers is complaint data from the Department of Insurance. This is not social media chatter or online reviews. It is formal, investigated complaint data tied to real policies and real claims.

In This Article, You Will Learn:

• Where this complaint data comes from
• What a “Complaint Index” actually means
• Which home insurers had the highest complaint indexes in 2024
• How to use this information wisely when shopping for coverage
• What we recommend before making a switch

Where This Data Comes From

The information referenced here comes directly from the Department of Insurance complaint ratio and complaint index reports for 2024.

When policyholders file formal complaints with the Department of Insurance, those complaints are reviewed and investigated. The department then calculates something called a Complaint Index.

What Is a Complaint Index?

The Complaint Index compares a company’s share of total complaints to its share of the overall market.

• 1.0 = Average (complaints align with market share)
• Below 1.0 = Better than average
• Above 1.0 = Higher-than-expected complaint frequency

The higher the number, the greater the imbalance between market share and complaints. It does not automatically mean a company is “bad,” but it does indicate complaints are occurring more frequently than expected.

2024 Home Insurance Complaint Index Rankings

#10 – American Bankers Insurance Company of Florida

Complaint Index: 4.10

Relatively small market share with a disproportionately higher number of complaints.

#9 – Liberty Mutual Fire Insurance Company

Complaint Index: 4.12

One of several Liberty Mutual-affiliated underwriting entities appearing in the 2024 data.

#8 – Allstate Indemnity Company

Complaint Index: 4.93

This underwriting entity shows a higher-than-average complaint ratio for the year.

#7 – Liberty Mutual Insurance Company

Complaint Index: 5.57

Large insurance groups often operate through multiple legal entities, each rated independently.

#6 – Liberty Insurance Corporation

Complaint Index: 5.75

Another Liberty-affiliated underwriting company with elevated complaint frequency.

#5 – Spinnaker Insurance Company

Complaint Index: 6.50

Small market share magnifies elevated complaint counts in index calculations.

#4 – American Family Connect Property & Casualty

Complaint Index: 27.03

Complaint frequency significantly exceeds expected levels relative to size.

#3 – General Security National Insurance

Complaint Index: 31.05

Smaller carrier with complaint volume far above projected averages.

#2 – Country Mutual Insurance Company

Complaint Index: 42.45

Market share and complaint frequency show a substantial imbalance.

#1 – Esurance Insurance Company

Complaint Index: 215.11

An index above 200 indicates complaints dramatically exceeded expectations based on market share.

Important Context Before Drawing Conclusions

Complaint Volume Is Not the Same as Financial Strength

• Claims handling
• Communication issues
• Coverage disputes
• Billing concerns

Complaint data does not automatically indicate financial instability.

Market Conditions Matter

• Wildfires
• Hail
• Severe convective storms
• Hurricanes

Higher catastrophe activity increases claims and often complaint volume.

The Complaint Index Is One Data Point

Smart decisions combine complaint history, financial strength ratings, coverage structure, deductible design, agency support, and claims reputation.

What You Should Do If Shopping for Home Insurance

1. Use Complaint Data as a Filter

If a company shows an extremely elevated Complaint Index, ask additional questions before choosing them.

2. Compare Coverage Carefully

• Replacement cost provisions
• Roof settlement terms
• Water damage sublimits
• Deductible structure
• Endorsements

3. Ask About Claims Handling Process

• How are claims assigned?
• Are adjusters local or third-party?
• What is the average response time?
• How are catastrophe claims handled?

4. Work With Someone Who Knows the Marketplace

Independent agencies can compare complaint history, financial ratings, coverage differences, eligibility criteria, and pricing models side by side.

How Trailstone Approaches Carrier Selection

• Review complaint trends
• Evaluate financial strength
• Compare policy structure
• Analyze underwriting appetite
• Present two to three strong options
• Document everything in writing

We teach before we sell. Our goal is not just to get you a policy today, but to help you avoid claim frustration later.

Bottom Line

Complaint Index data is real and comes from formal Department of Insurance reports. It should inform your decision, not cause panic.

If you would like a second set of eyes on your current home policy, Trailstone will provide a complimentary review. Send us your declarations page, and we will explain the tradeoffs in plain English so you can make a confident decision.