IDEAS home Printed from
MyIDEAS: Log in (now much improved!) to save this article

Complaint Ratios and Property-Casualty Insurer Characteristics

Listed author(s):
  • James M. Carson
  • Kathleen McCullough
  • David T. Russell
Registered author(s):

    We extend previous research by Doerpinghaus (1991) and others by examining relationships between private passenger auto insurance complaint ratios and insurer characteristics. Consistent with Doerpinghaus, results indicate that insurers with higher complaint ratios are more likely to write high-risk auto coverage. In addition, this study provides evidence that insurers experiencing relatively fewer complaints spend significantly less on legal and auditing expenses and have a larger share of the state auto insurance market under consideration. While the direct writer distribution system is associated with significantly lower complaint ratios in a three factor model, the significance ceases when the model is expanded to include additional insurer characteristics. Results also vary somewhat across the two states examined (Illinois and Oregon), but findings for several variables are consistent across these states. Robustness tests highlight the importance of the complaint ratio definition and the need for consistent complaint reporting at the state level.

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.

    File URL:
    Download Restriction: no

    Article provided by Western Risk and Insurance Association in its journal Journal of Insurance Issues.

    Volume (Year): 28 (2005)
    Issue (Month): 2 ()
    Pages: 151-166

    in new window

    Handle: RePEc:wri:journl:v:28:y:2005:i:2:p:151-166
    Contact details of provider:

    No references listed on IDEAS
    You can help add them by filling out this form.

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    When requesting a correction, please mention this item's handle: RePEc:wri:journl:v:28:y:2005:i:2:p:151-166. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (James Barrese)

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    This information is provided to you by IDEAS at the Research Division of the Federal Reserve Bank of St. Louis using RePEc data.