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OFProfessional.2021 Health, Disability and Long-Term Care InsuranceComplaint ComparisonPrepared by the Maine Bureau of InsuranceMay 2022Janet T. MillsGovernorAnne L. HeadCommissionerTimothy N. SchottActing Superintendent
BackgroundPursuant to 24-A M.R.S.A. §§ 212 and 216(2), the Maine Bureau of Insurance compiles complaint ratios for Health, Disabilityand Long-Term Care insurance companies for use as a comparison tool when researching companies. In addition tocomparing complaint ratios, consumers are encouraged to consider: Policy prices What the policies cover What the policies don’t cover (policy exclusions) Financial strength of the companyA consumer complaint is a written communication from an insurance consumer expressing a grievance that results in the needfor the Bureau to conduct further investigation or to communicate in writing with a company to resolve the complaint.The Complaint Index is the ratio of an insurer’s consumer complaint share to its market share.The Complaint Share is the percentage of consumer complaints received by the Bureau against an insurer for a given line ofinsurance compared to the total consumer complaints received by the Bureau for that line of insurance.The Market Share is the percentage of an insurer’s direct written premium for the specified lines of insurance compared tothe total direct written premium by all insurers for the specified lines of insurance.Information is usually reported by insurance group. A list of insurers within each insurance group is provided. Only thoseinsurers and groups with sufficient premium volume to produce credible consumer complaint ratios are included.
Health, Disability and Long-Term Care Complaint Comparison TableThe table below displays the complaint indices for the past two calendar years, the written premium for the most recentcalendar year and the number of complaints for the most recent calendar year for the specified insurance groups. Thecomplaint index compares the share of complaints to the share of written premium.What Does the Complaint Index Tell You?A complaint index shows you how an insurance group compares to the average. A complaint index of 1 is average Less than 1 is better than average Greater than 1 is worse than averageAre All Companies that Sell Health, Disability or Long-Term Care Insurance in Maine Listed in theTables?No, not all companies selling Health, Disability or Long-Term Care insurance in Maine are listed. Some companies or insurancegroups do not write enough insurance in Maine to provide meaningful information. This publication only looks at companiesor groups that had five or more complaints received by the Bureau AND/OR collected premiums for Health, Disability or LongTerm Care insurance policies in Maine that represented at least 1 percent of all premiums collected by all insurers who soldHealth, Disability or Long-Term Care policies in Maine.Where Can You Find Your Company?Many companies are listed under their insurance group (i.e., companies under common ownership) because the companyalone did not have a sufficient volume of information to produce a credible complaint index. Look for your company within itsinsurance group. If your company is not listed, it did not meet the criteria described above.
Health, Disability and Long-Term Care InsuranceGroup NameANTHEM INC GROUPAnthem Health Plans of ME Inc.Anthem Life Insurance CompanyUnicare Life & Health Insurance CompanyCIGNA HEALTH GROUPCIGNA Health & Life Insurance CompanyConnecticut General Life Insurance CompanyLife Insurance Company of North AmericaLoyal America Life Insurance CompanySterling Life Insurance CompanyCNO FINANCIAL GROUPBankers Life & Casualty CompanyColonial Penn Life Insurance CompanyWashington National Insurance CompanyCVS GROUP (FORMERLY AETNA GROUP)Accendo Inc.Aetna Health & Life Insurance CompanyAetna Health Inc. ME Corp.Aetna Life Insurance CompanyFirst Health Life & Health Insurance CompanyGENWORTH FINANCIAL GROUPGenworth Life & Annuity Insurance CompanyGenworth Life Insurance CompanyMAINE COMMUNITY HEALTH OPTIONSMaine Community Health OptionsNORTHEAST DELTA DENTAL GROUPMaine Dental Service CorporationRed Tree Insurance Company202120202021 WrittenComplaint Complaint Premium in MaineIndexIndex1.11.3 901,865,8302021 Numberof Complaints560.60.7 100,478,596317.9-- 6,187,64160.00.8 60,545,94206.7-- 13,721,91450.50.8 174,654,32650.50.7 70,072,0912
Notes: 1. Complaint numbers are for fully-insured plans and do not include complaint numbers for self-insured governmental plans or other selfinsured plans;Health, Disability and Long-Term Care InsuranceGroup Name202120202021 WrittenComplaint Complaint Premium in MaineIndexIndex0.50.4 541,366,031POINT32HEALTH INC GROUPHarvard Pilgrim Health Care Inc.HPHC Insurance Company Inc.UNITEDHEALTH GROUP1.1Chesapeake Life Insurance CompanyGolden Rule Insurance CompanyMid West National Life Insurance Co of TennesseeNational Foundation Life Insurance CompanyUnimerica Insurance CompanyUnitedHealthcare Insurance CompanyUnitedHealthcare Life Insurance CompanyUNUM GROUP1.3Colonial Life & Accident Insurance CompanyPaul Revere Life Insurance CompanyProvident Life & Accident Insurance CompanyStarmount Life Insurance CompanyUNUM Life Insurance Company of AmericaTotals for Above Groups2021 Numberof Complaints140.8 138,956,13780.6 73,169,0365 2,081,017,544104Notes: 1. Complaint numbers are for fully-insured plans and do not include complaint numbers for self-insured governmental plans or other selfinsured plans;
Colonial Penn Life Insurance Company Washington National Insurance Company . CVS GROUP (FORMERLY AETNA GROUP) Accendo Inc. Aetna Health & Life Insurance Company . UNUM Life Insurance Company of America . Totals for Above Groups 2,081,017,544 104 . Notes: 1. Complaint numbers are for fully-insured plans and do not include complaint numbers .
