The Kansas Department of Insurance closed more than 3,000 consumer complaints across six major insurance lines in 2025. Its Consumer Assistance Division recovered nearly $29 mn for policyholders, representing a 147% increase from 2024.
Complaints covered auto, health, homeowners and renters insurance, along with life, annuities and long-term care. Auto insurance accounted for the largest share at 34%, while homeowners insurance represented another 25%.
Claims handling generated most of the disputes reported to the regulator. According to KDI, 69% of complaints involved claims-related issues, with the remainder tied to policyholder services, underwriting, marketing or sales.
“Complaints and inquiries equip the department to hold insurance companies accountable and better serve Kansans,” said Insurance Commissioner Vicki Schmidt. She said the department uses consumer complaints to make sure policyholders receive the services and protections stated in their insurance contracts.
KDI also publishes an annual complaint index comparing insurers operating within the same line of business. The measure compares each company’s share of complaints with its share of insurance business written in Kansas.
An index score of 1.00 means an insurer’s share of complaints matches its market share. A score of 2.00 means its complaint share is twice its share of the market, while 0.00 means the department received no complaints involving the company.
- First Chicago Insurance Co. recorded the highest complaint index in 2025 at 8.88. The insurer generated 76 complaints while holding roughly 1% of market share.
- Root Property & Casualty Insurance Co. ranked next with an index of 2.85. KDI recorded 18 complaints involving the company, which also held about 1% of the market.
- State Farm Fire and Casualty Co. posted an index of 2.84, the third-highest result. The insurer generated 21 complaints and represented approximately 1% of Kansas market share.
KDI said complaint data gives regulators information about the service insurers and agents provide to Kansas consumers. The figures also help the department identify companies or producers requiring further investigation for possible violations of state insurance laws or regulations.
Consumer complaint patterns also influence KDI’s public education work. The department uses recurring issues to determine which insurance topics require greater attention among Kansas policyholders.
After receiving a complaint, KDI contacts the insurer and requests an explanation within 14 calendar days. The department keeps records of individual complaints for up to three years.
The nearly $29 mn recovered during 2025 shows the financial effect of that consumer assistance process. With recoveries up 147% year over year, complaint resolution produced substantially more money for Kansas policyholders than in 2024.
