Which Auto Insurance Companies Receive the Most Complaints in Missouri?

As a Missouri driver shopping for auto insurance — whether for the first time or if you are looking to switch providers — getting useful information based on an insurance company’s reviews/complaints can prove challenging. The one thing to remember here is that you cannot get a complete picture by just looking at raw complaint numbers. For instance, bigger insurance companies with their larger customer base typically field more complaints.

What might be more useful to look at is the Missouri Department of Commerce and Insurance’s (DCI) “complaint index.” This tool essentially compares the ratio of consumer complaints to premiums sold by an individual insurance company with the corresponding ratio for the state’s insurance industry. This is a calculation that looks at complaints in relation to the amount of insurance premium a company writes. It doesn’t just look at a company’s market share or number of customers.

In this article, we’ll examine the complaint numbers individual insurance companies receive. We’ll also look at the complaint indexes to help us understand which of the Missouri insurers score poorly on customer satisfaction.

Tracking Insurance Complaints in Missouri

The Missouri Department of Commerce & Insurance (DCI) keeps track of the complaints that consumers file against insurers for a number of problems. These can include, but are not limited to, delays in getting claims paid, billing mistakes, coverage disputes, sudden policy cancelations, etc.

The complaint index compares the number of consumer complaints over the premiums each company sells against the industry average in Missouri. An index of 100 indicates that the company received the expected number of complaints based on the premiums it sold. A score below 100 means the company got fewer than expected complaints. A score over 100 means the company got more complaints than expected. Such a scoring system can help consumers compare insurers of different sizes.

Missouri Auto Insurers with the Most Complaints

The Missouri DCI posts complaint information for auto insurance companies. This data helps consumers look at the complaint numbers and the index that shows how that number compared to the state average. Another important thing to remember here is that the department reports complaints by each company and not the brand name. For example, companies like Progressive and American Family have different companies listed separately. The department does not lump them under one combined total.

Here is a table that compares the insurers in Missouri based on recent company data:

Insurance company	Complaints	Index	Compared with average
State Farm Mutual	371	74	Below
Progressive Advanced	274	120	Above
Progressive Casualty	180	90	Below
Allstate Fire & Casualty	95	143	Above
GEICO Casualty	67	103	Above
Shelter Mutual	70	52	Below
American Family Insurance	45	41	Below
American Family Mutual	37	44	Below

State Farm Mutual Automobile Insurance Company

According to DCI’s data, State Farm got 371 complaints from customers in the latest reporting period ending in 2025. This company got the highest number of complaints among the selected insurance companies listed in the table above. But, its complaint index was 74, which is well below the state average of 100.

This is an important difference as State Farm has a large presence in Missouri and serves many drivers. And because of its size, it can get more complaints than say, for example, a smaller insurance company with fewer customers. So, a high complaint total does not necessarily mean that customers are likely to have problems.

State Farm’s complaint index has also remained below 100 in recent years. Its index was 70 in 2024; 72 in 2023; 79 in 2022; and 76 in 2021. While its complaint total increased from 268 in 2024 to 371 in 2025, the index only went up slightly – from 70 to 74. So, even though the company got more consumer complaints in 2025, but its complaint rate still remained below the state average.

Progressive

Progressive operates through several licensed insurance companies in Missouri. So, it’s important that we look at each company’s individual record instead of lumping all numbers into one.

In the latest reporting period ending in 2025, Progressive Advanced Insurance Company got 274 complaints with a complaint index of 120, which is above the state average. Progressive Casualty got 180 complaints with an index of 90, which is below the Missouri average.

This difference shows why the total number of complaints and the index should be considered together. While Progressive Advanced had both a higher complaint total and index compared to Progressive Casualty. This means Progressive Advanced got more complaints compared to the volume of premiums it sold – even though the companies differed in size.

Progressive Advanced had an index of 114 in 2024, 134 in 2023, 107 in 2022 and 101 in 2021. While its index dropped from 134 in 2023, it increased once again in 2025. On the other hand, Progressive Casualty had indexes of 83 in 2024, 91 in 2023, 103 in 2022 and 108 in 2021. Its most recent index of 90 was below average. The numbers speak to the importance of checking individual company numbers when comparing complaint data.

Allstate

In the reporting period ending 2025, Allstate Fire and Casualty got 95 complaints from customers. It had a complaint index of 143, which of course higher than the Missouri state average of 100. While the company’s complaint total was much lower when compared with State Farm or Progressive Advanced, its complaint index was much higher. This difference is very important when comparing insurance companies. In this case, Allstate’s numbers show that its complaint rate is higher in comparison with its market presence.

The company’s recent data shows that its complaint index has remained above the state average for several years. Its index was 157 in 2024, 170 in 2023 and 158 in 2022. In 2025, the index dropped to 143. The complaint total also went down from 113 in 2023 to 99 in 2024 and 95 in 2025.

Even as these numbers show some improvement in the company’s complaint record, its complaint index remained above the state average of 100 in every year that was listed. When comparing Allstate with other insurers, it’s important to factor this trend and not look at the raw complaint numbers alone.

GEICO, Shelter and American Family

During this same reporting period ending in 2025, GEICO Casualty Company got 67 complaints in Missouri. They also had a complaint index of 103 — slightly above the state average. The company’s complaint total has gone down over the years — from 106 in 2023 and 81 in 2024 to 67 in 2025. GEICO’s index has improved from 107 in 2024 to 103 in 2025. This suggests GEICO’s complaint rate is moving closer to the state average.

During the same period, Shelter Mutual Insurance Company got 70 complaints with an index of 52, well below the Missouri average. The company’s index was 42 in 2024, 42 in 2023, 51 in 2022 and 71 in 2021. While its complaint total increased from 44 in 2024 to 70 in 2025, the index has remained low. This means its complaint rate was still under as expected for its market size.

American Family Insurance Company got 45 complaints in the reporting period ending in 2025. It had a complaint index of 41 that is under the state average. Its index was 55 in 2024, 56 in 2023, 67 in 2022 and 65 in 2021. So, the most recent figures have continued to improve. American Family also operates through other licensed insurance companies including American Family Mutual Insurance Company, S.I. Their complaint data should be checked separately instead of combining totals under one name.

It’s important to note that these figures cover only some licensed companies and not every insurance company in Missouri. The complaint index is a tool that helps compare. It is not a perfect measure of customer satisfaction. Also, complaint numbers alone don’t tell us whether a company violated any insurance laws or acted in bad faith.

Which Major Auto Insurers Have the Highest Complaint Rates?

Missouri’s DCI complaint index looks at consumer complaints against an insurer’s premium volume. An index rate of 100 is the average for the industry in Missouri. An index above 100 tells us that the company has a higher-than-average complaint record. On the other hand, an index lower than 100 tells us that the company has a better than average record when it comes to customer complaints. When you compare companies, it’s important to focus on established companies that conduct substantial business in Missouri than looking at companies that have very few policies or customers.

Above average complaint indexes

When we look at these numbers, several major insurers have an index above 100:

· Allstate Fire & Casualty: 143, consistently above average from 2021to 2025

· Progressive Advanced: 120, above average from 2021-2025

· GEICO Casualty: 103, consistently above average during the same period

Below average complaint indexes

Several large insurers also perform much better:

· State Farm: 74 in 2025, consistently below average

· Shelter Mutual: 52, consistently below average

· American Family: 44, consistently below average

· Farmers Insurance Company Inc.: 86, also below average during the same five-year period

These comparisons take insurance companies individually without grouping them all under one brand name. Lower indexes generally mean that the company got fewer complaints compared to their premium volume. It doesn’t mean that they did well in every individual claim. It’s important to understand that context when looking at this data.

Why Complaint Totals Can Be Misleading

Complaint totals alone don’t give us a fair comparison of auto insurance companies. This is because each company has a different number of customers as well as policies.

For example, a large insurance company like State Farm may get hundreds of complaints in Missouri because it insures a good number of the state’s drivers. But, its complaint index may still be well under 100, which means it gets relatively fewer complaints, given the amount of business it does in Missouri.

On the other hand, a smaller insurer might get fewer complaints. But, it may still have an index greater than 100. This could mean that they are getting more complaints relative to the volume of premiums they write. This is why consumers should consider both measures when they try to evaluate insurance companies. Together, these numbers present a fairer and more balanced picture of the insurance company’s customer service record.

What are Missouri Drivers Complaining About?

When we look at complaints filed with Missouri’s DCI, a number of insurance-related problems surface. The department’s 2025 reporting lists some of these reasons as unsatisfactory settlements, claim delays and abrupt denials. Auto insurance complaints may also involve billing disputes, disagreements over coverage, policy cancellations and issues with communication.

Not every auto insurance complaint is about a claim that has to do with bodily injury. A number of these claims come from property damage cases, problems with roadside assistance, vehicle repair costs, windshield replacements or simply issues with general billing.

Does a Complaint Mean the Insurance Company Did Something Wrong?

When an insurance company faces a complaint, it doesn’t mean that the insurer did something wrong. The total number of complaints against an insurer should not be seen as bad faith or illegal behavior. What might be helpful is to look at consumer complaint trends or patterns. So, if one company consistently gets complaints about the same type of dispute, it shows areas that consumers should be taking a closer look at.

What Can Missouri Consumers Learn from the Data?

Missouri consumers can use state data to make more informed decisions and choices. But, that means you have to look further than the raw numbers. First and foremost, look beyond the raw complaint counts. Look at the complaint index, which gives us useful context by comparing the number of complaints against the company’s total size and its market share.

Secondly, look at several years of data instead of just one year. A single bad year may be an isolated occurrence, but a multi-year trend shows the company’s true track record with customer service. Third, pay close attention to the company’s name. Remember that different companies operating under the same brand could well have very different complaint indexes. Finally, remember that complaint data are just one among many factors like prices, financial stability and good coverage options, when you’re evaluating the best insurer for your needs.

What to Do If You Have a Complaint about a Missouri Auto Insurer

If you have a problem with your auto insurance company, you can file a complaint with the Missouri Department of Commerce and Insurance. Some of the details you need to speed up your claim include:

· Your policy information

· Claim numbers

· Denial letters

· Repair estimates

· Any written correspondence

The DCI will look into whether the insurance company broke state laws. This complaint is separate and different from a lawsuit or personal injury claim. The state cannot award any legal damages or act as your personal lawyer.

Making Your Evaluation

Missouri’s largest insurance companies including State Farm, Progressive and Allstate tend to have the highest raw complaint totals because they insure more drivers. But companies like Allstate Fire & Casualty and Progressive Advanced had higher complaint indexes, which show that they had more customer complaints relative to their premium volume than the statewide industry average.

These two measurements tell different stories. Total complaints show how many complaints a company gets while the index shows how it compares with others when it comes to customer complaints. Consumers must weigh an insurance company’s market size and performance trends over time before drawing conclusions.