An Analysis of Complaint Data in the Automobile Insurance Industry Abstract

Cross-firm policy service quality differences are investigated in the automobile insurance market through empirical testing of firm-specific complaint data. The data used here are publicly available complaint ratios which are collected by regulators in some states to assist consumers in service qual...

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Bibliographic Details
Published inThe Journal of risk and insurance Vol. 58; no. 1; p. 120
Main Author Doerpinghaus, Helen I
Format Journal Article
LanguageEnglish
Published Malvern Blackwell Publishing Ltd 01.03.1991
Subjects
Automobile insurance
Competition
Complaints
Consumers
Cost control
Economic models
Economies of scale
Insurance coverage
Insurance industry
Insurance premiums
Liability insurance
Quality of service
Ratios
Writers
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Summary:Cross-firm policy service quality differences are investigated in the automobile insurance market through empirical testing of firm-specific complaint data. The data used here are publicly available complaint ratios which are collected by regulators in some states to assist consumers in service quality discrimination. Previous studies have shown independent agency firms to have larger expense ratios than direct writers, but empirical evidence here does not suggest that direct writers provide lower service quality than do independent agency companies. The evidence suggests that firms specializing in high risk drivers receive relatively more complaints.
ISSN:0022-4367
1539-6975