Insurance - Homeowners Insurance Guide

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2011

Consumer Guide and Premium Comparison for

Homeowners Insurance

Arizona Department of Insurance
2910 N. 44th Street, Ste. 210 Phoenix, AZ 85018
(602) 364-2499 (1-800) 325-2548 outside Phoenix

Janice K. Brewer Governor Christina Urias Director

www.azinsurance.gov

TABLE

OF

CONTENTS

How to use this Guide ........................................ 2 Understanding Homeowners Insurance ............. 3 Homeowners Insurance Premium Comparison Example A Dwelling: $100,000....................12 Example B Dwelling: $300,000....................13 Example C Dwelling: $500,000....................14 Homeowners Insurer Telephone Number……..15 How to File a Complaint…………………………16 Abbreviations used in this Guide……………….16

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How to Use This Guide
The Homeowners Insurance Premium Comparison and Consumer Guide, developed by the Arizona Department of Insurance (ADOI), is designed to help insurance consumers understand and compare the cost of homeowners insurance. The wide range of premiums between insurers demonstrates the savings an average consumer can realize by taking the time to compare rates between several insurance companies. This publication contains the results of a survey of homeowner insurance companies that were asked to “quote” an average annual premium for homeowners policies (form HO-3 or equivalent) for hypothetical dwellings valued at $100,000, $300,000 and $500,000 located in Phoenix, Mesa, Peoria, Flagstaff and Tucson as follows: HYPOTHETICAL I: PHOENIX Phoenix, Arizona 85022 Located at 7th Street and Greenway;

HYPOTHETICAL II: MESA Located at McDowell and Power Roads; Mesa, Arizona 85215 HYPOTHETICAL III: PEORIA Located at 99th Avenue and Beardsley Road; Peoria, Arizona 85382 HYPOTHETICAL IV: FLAGSTAFF Located at Cherry Avenue and Verde Street; Flagstaff, Arizona 86001 HYPOTHETICAL V: TUCSON Located at Ina and Oracle Roads; Tucson, Arizona 85704 Insurers are listed in the Premium Comparison tables based on the lowest to highest Phoenix masonry dwelling premium. All premiums contained in this publication were provided by the listed insurers using rates in effect as of March 1, 2011. All premiums were based on 12 months of coverage. To use the Premium Comparison in this Guide, select the hypothetical dwelling and coverage limits that align most closely with your needs and look under the city nearest yours to find rates similar to what you might pay. Since these quotes are based on a hypothetical applicant, they are not indicative of what your actual premium will be with any particular company. You will need to obtain quotes prepared specifically for you to get that information, but this will give you a baseline. While price is always a consideration, consumers should also consider the insurer’s service and the type of insurance contract and coverage available. The ADOI recommends that consumers consult their professional insurance representatives for advice concerning coverage and other purchasing considerations. If you have questions or comments regarding this publication or any other insurance matter, please call the Consumers Affairs Division at (602) 364-2499 in Phoenix, or (800) 325-2548 outside Phoenix, or write us. In addition, our web site at www.azinsurance.gov contains this and other consumer-oriented insurance publications that may be of further assistance.
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Understanding Homeowners Insurance
BASIC HOMEOWNERS INSURANCE COVERAGES Homeowners insurance combines more than one type of coverage into one policy. Usually, four types of coverage are contained in the policy: (1) Dwelling and Personal Property; (2) Liability; (3) Medical Payments; and, (4) Additional Living Expenses. (1) Dwelling and Personal Property Coverage Dwelling coverage helps pay for any structural damage to your home. Other structures such as a detached garage, a storage shed or any other building on your property are usually covered for 10% of the coverage on your house. Personal property coverage pays for your contents including household furniture, clothing and other personal belongings. The amount of insurance is usually 75% of the policy limit on your dwelling. Your policy also provides more limited coverage for personal property, commonly 10%, if it is stolen or damaged while you are away from home, including when you are on vacation. (2) Personal Liability Coverage Homeowners insurance provides personal liability coverage that applies to nonautomobile accidents on and off your property if the injury or damage is caused by you, a family member, or your pet. The liability coverage in your policy pays both for the cost of defending you and paying for any damages a court rules you must pay. Unlike other coverage in a homeowners policy, the liability coverage does not have a deductible that must be met before the insurer pays. The basic limit is usually $100,000 for each occurrence, but you may request higher limits, which are normally available for an additional cost. (3) Medical Payments Coverage Medical payments coverage pays if someone outside your household is injured at your home regardless of fault and pays for reasonable medical expenses. In limited circumstances, Medical Payments may pay if you are involved in the injury of another person away from your home. (4) Additional Living Expenses If you must temporarily move into a motel or apartment due to a loss covered by your policy, the insurance company will pay reasonable and necessary additional living expenses, generally for up to 12 months. The typical policy pays up to 20% of the policy limit on your dwelling for expenses that exceed your normal daily living expenses. ADDITIONAL COVERAGE Homeowners insurance generally provides the following additional coverage: Debris Removal. The policy usually covers a fixed amount toward the cost of having debris that is left as a result of the loss removed from the premises. Trees, Plants and Shrubs. Trees, plants and shrubs around the house are usually covered for 5% of the insurance on the house, up to $500 per item against theft, fire, lightning, explosion, vandalism, riot, and even falling
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aircraft. Windstorm damage to trees, plants and shrubs is normally not covered. Ask your agent about the following additional benefits offered by some insurers for extra premium: Credit Card Coverage. Many policies pay up to $500 to cover unauthorized credit card use. Identity Theft. Some insurers offer coverage for expenses arising from the misuse of your identity. Mold. Some insurers offer limited coverage of losses related to mold. COMMON EXCLUSIONS AND LIMITATIONS Most homeowners policies do not cover: Loss to animals, birds, fish or automobiles. Damage caused by flood, surface water, overflow of a body of water, or spray from any of these. Water damage due to backed-up sewers or drains. War, nuclear hazard, neglect, earth movement or power failure damage. Property used for any business purposes. Mold, fungi, wet rot and dry rot. Damage caused by continuous or repeated seepage or leakage of water or steam over a period of time. Most homeowners policies limit coverage for certain types of personal property such as: Cash, securities, jewelry, furs, and stamp and coin collections because they are especially susceptible to loss. Fire arms Computers Antiques or art objects HOMEOWNER INSURANCE POLICIES Several types of homeowners insurance policies, which vary according to coverage and type of dwelling insured, are available from insurers in Arizona. The basic policy covers fire or lightning, windstorm or hail, theft, explosion, smoke, damage from vehicles and aircraft, glass breakage, removal of property endangered by peril, vandalism and malicious mischief, and riot or civil commotion. The broad policy covers all the perils covered by the basic plus: building collapse; freezing or accidental discharge of water, or steam from within plumbing, heating, or air conditioning systems and domestic appliances; falling objects; weight of ice, snow, or sleet; and rupture or bursting of steam or hot water heating systems.
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The special policy covers dwellings for “all risks” except certain specified perils, such as earthquake and flood, and coverage for damage to personal property caused by any of the perils covered by a basic or broad policy. For an additional premium, a special endorsement usually can be added to extend the special policy to provide “all risk” coverage on personal property that is normally limited or excluded from the policy. The comprehensive policy, not often sold today, has an even shorter list of exclusions. Not all companies offer this form, but may offer a policy similar to it. OTHER TYPES OF RELATED INSURANCE Renters or tenant policy. If you are a renter, you do not need protection against damage to the building itself, but do need protection against damage to or theft of your personal property and liability in the event someone is injured on the part of the premises you rent. Condominium owner policies insure personal property and protect against liability in the event someone is injured in the condominium. Check with your condominium association and your agent before buying a policy to make sure you are adequately covered. Mobile Homeowners Policy. The mobile homeowners policy is written specifically for mobile homes and includes coverage on the mobile home as well as theft and liability protection. Policies can differ significantly as can the premiums. Flood Insurance. Homeowners insurance normally excludes flood coverage. However, you may be able to purchase flood insurance through the National Flood Insurance Program (NFIP) if you live in a designated NFIP community and comply with federal guidelines for flood prevention. A few insurers do offer flood insurance if you are not otherwise eligible for NFIP flood insurance. Your agent can tell you if you are eligible. You can also contact the NFIP at: National Flood Insurance Program 1-800-638-6620 www.floodsmart.gov BUYING THE RIGHT AMOUNT OF COVERAGE Typical Coverage The amount of personal property and other coverage automatically provided is a fixed percentage of the dwelling coverage amount. For example, under a Broad Policy form, this is how it would normally work:

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Type of Property Dwelling Detached Garages, Storage Sheds, etc. Unscheduled Personal Property On Premises (Possessions) Unscheduled Personal Property Off Premises Additional Living Expenses Personal Liability

Insured For $150,000 $15,000 $112,500

% of Dwelling 10% 75%

$15,000 $30,000 $100,000 per occurrence $1,000

10% 20%

Medical Payments

Choosing Your Policy Limits To decide how much coverage you need, consider: The value of your home and contents. Prepare a list of your possessions, including values and serial numbers. This will help you decide how much personal property coverage you need. Whether you want full coverage or are willing to bear part of the cost of a loss. Asking that unusual or high-valued articles, including antiques, art objects, and jewelry, be specifically listed in the policy. You may be able to increase coverage for this property by paying an additional premium. To determine if you already have coverage, check the theft provisions of your policy. The value of the assets you wish to protect in determining how much liability coverage you need. Buying Enough Coverage Before buying homeowners insurance, consider the difference between “actual cash value” and “replacement cost coverage.” These terms apply to the coverage on your dwelling and your personal property. Most homeowners policies contain replacement cost on the home and actual cash value coverage on personal property. Some companies do sell replacement cost coverage for personal property. Actual cash value is the value of the property when it is damaged or destroyed. This usually is determined by taking the replacement cost and subtracting depreciation. For example, a chair that initially cost $500 may have a reasonable “life” of 20 years. If it is destroyed after 10 years, its actual cash value probably will be about $250. Replacement cost is what it would cost to completely replace your house or any part of it. This is different from market value and actual cash value. A home that was built five years ago for $150,000 may have a current market value of $175,000, but have a replacement cost that is higher or lower than the
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market value. In order to qualify for full replacement cost, the dwelling normally must be insured at 80% to 90% of the replacement cost. For example, if the replacement cost of your house is $175,000, you should have it insured for at least $140,000 (80%) of its value. Then if part of the home is damaged, you can get that part fully replaced. If you purchase an amount less than 80% of the replacement cost of your home, your insurance company will not be obligated to pay the total cost of loss to your home even if it is a small loss. Be sure to consider increasing your insurance if you add to your home or personal property. Inflation Guard. Many policies include an inflation guard provision that automatically increases the amount of dwelling insurance to reduce the possibility of the home being underinsured due to inflation. However, you should periodically check with your insurer to evaluate the current value of your home. Improvements and upgrades will increase the value, and you should promptly inform your insurer of these and other changes. GET A REGULAR CHECK UP The above descriptions are generalized. It is important that you check your policy to determine the precise terms of your policy. Read through the policy to know your rights and the insurer's obligations. If you do not understand your policy, ask your agent or company to explain it to you. Read renewal policies! Insurers can change the terms of your homeowners policy at renewal. Check-up. Request an insurance "check-up" from your agent periodically to evaluate your coverage! SMART SHOPPING Different insurance companies charge different rates for the same coverage. Also, not all insurance companies provide the same level of claims service. Therefore, it makes sense to shop around for the best insurance company for your needs. Insurance companies use one of three methods to sell their products. Independent agents represent several companies and can give you several quotes. Exclusive agents only sell the products of one insurance company. Direct market sales are over the Internet or by mail or telephone. You can find insurance companies and agents through the phone book, on the Internet and television or you can refer to the list of insurance companies in this premium comparison survey. If you purchase insurance via the Internet, be sure to verify that the company and agent are licensed to do business in Arizona. It is illegal for unlicensed insurers or agents to sell insurance. Business cards are not proof that an agent is licensed. If you do business with an unlicensed
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agent or insurer, it might not pay your claims or refund your premiums if you cancel your policy. You can determine if an insurer or agent is licensed by clicking on the following web address: http://app.az.gov/id/lookup/ or by contacting us. If an unlicensed agent or insurer contacts you, let us know immediately, so that we can investigate. Customer service is important to most consumers, particularly when they have a claim. You can get a sense of how well an insurer serves its customers from the complaint ratios shown on the far right side of the hypotheticals in this premium comparison survey. This ratio measures how many complaints the insurance department receives relative to the size of the company. You also want to buy insurance from an insurer that is financially sound. You can check the financial health of an insurance company by using ratings from independent ratings agencies such as Standard and Poor’s, A.M. Best and Moody’s. FACTORS INSURERS USE TO EVALUATE AN APPLICATION FOR INSURANCE The following are some of the factors that insurers consider when determining whether to accept or reject an application and the cost of coverage: Age of the home. Some insurers charge less to insure a new home than an older one because they have found newer homes are less likely to sustain damage in storms and fires. Crime and vandalism in an area will affect the cost of insurance. The building’s location affects the price of insurance because some communities have better fire protection than others. Insurance companies divide the state into rating territories. Each city and locality in Arizona is given a numerical fire protection rating classification based on the amount of fire protection in the area. These rating classes depend on such factors as water pressure, access to fire departments, and the training and skills of firefighters. Most large cities in Arizona are in the lowest rated classes. Small towns and rural areas have higher fire protection classes and generally higher prices. Areas without any fire protection receive the highest rating, a 10. An agent who sells homeowners insurance policies can tell you the community’s fire protection class. Construction of the home impacts cost. Whether it is masonry or frame construction, for instance. Your credit history is also evaluated by the insurer. For more detail, read the Department of Insurance “Guide to Understanding How Insurers Use Credit Information.” Claims history of the property and the applicant are also considered in determining price and insurability. There are many other factors than an insurance company may use to determine insurability and price. These include: Wood furnaces or stoves.
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Swimming pools, trampolines or a playscape that could cause injuries. The types of pets that you have. Operating a business from your home. NOTE: Insurance company groups that have multiple insurers within their group can choose the insurance company that will provide the quote. Rates vary between insurers. GETTING PREMIUM QUOTES Getting premium quotes is a good way to compare different companies’ prices. But, first you should decide what coverages and policy limits you need. It is important that you know how much it would cost to rebuild your home. You may want to contact an insurance agent, contractor, or other reconstruction cost estimating service to help you estimate the cost to rebuild your home. When you get quotes, it is crucial that you ask for the same coverages and limits and give the same information to each agent or company. To give you an accurate quote, the insurance agent or company should ask for a description of your house (such as where it’s located, the square footage, when it was built and the type of construction). They might also ask about items that increase your insurance needs, such as owning pets, and expensive possessions. An agent might visit your home to take a photo or ask you for other information (such as the nearest fire department and the general condition of your home). Be sure to get rate quotes and key information in writing. While getting quotes, you should ask the agent some of the following questions. Are the agent and insurance company licensed by my state insurance department? For how long? You can confirm this by using the link above or by calling us. How can I find out the claims history of the home before I buy it? This could affect your premium. If I submit a claim, how will it affect my premium when I renew the policy? How will my credit history affect my premium? Should I buy flood insurance or earthquake coverage? (Your homeowners insurance policy doesn’t cover either.) What types of water damage are not covered? Is mold damage covered? Do I need appraisals on any of my belongings? HOW YOU CAN REDUCE THE COST OF YOUR HOMEOWNERS COVERAGE Make sure you ask your agent or insurance company if you qualify for any discounts or other ways to reduce your premium. Adjusting your coverage or deductibles and shopping for discounts can save you money: Increase your deductible. Many insurers will lower your premium if you choose a higher deductible. Since you are actually “self-insuring” or paying for that portion of the loss yourself, you should evaluate whether the premium cost savings is worth the additional deductible you will have to pay prior to your insurance benefits being applied to a loss.
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Multiple-policy discounts. Some insurers may reduce your premium if you keep two or more policies with them. If you already have an automobile policy with an insurer that also writes homeowners insurance, ask if the insurer will discount your homeowners coverage. Security/Safety discounts. Some companies offer to reduce your premium if you install a fire sprinkler system and a burglar alarm that rings into a central station. These systems can be expensive and not every system may qualify for the discount. Nonsmoker discounts. households. Some insurers reduce premiums for non-smoking

Long-time policyholders. If you have had coverage with the same insurer for several years and have not incurred losses, some insurers will reduce your premiums. SOME TIPS ON LOSS PREVENTION Taking steps to prevent losses is just as important as buying insurance to cover them: Install smoke and heat detectors near sleeping areas. Clear accumulated trash, oily rags and combustible materials. Check lamps, lamp cords and light switches for faulty wiring. Practice home fire drills, keep matches away from children and make sure smokers do not smoke in bed. Install good locks, secure windows, consider a security system and take other precautions to deter burglars. YOUR RESPONSIBILITIES A homeowners insurance policy is a legal contract which spells out your rights and responsibilities, and those of the insurance company. You should read your policy and be sure you understand it. If you have questions about your insurance policy, contact your insurance agent or company. When you buy homeowners insurance, you will receive a policy – not a photocopy. If you don’t receive a policy within 30 days, contact the insurance company, not the agent. Keep your insurance policy in a safe place and know the name of your insurer. Other helpful tips: Pay the premium on time. Most insurers do not offer a grace period for homeowners premium payment; the due date is the due date. Keep a file of all paperwork you completed online or received in the mail and signed – as well as any other documents related to your insurance, including policy, correspondence, copies of advertisements, premium payment receipts, notes of conversations and any claims submitted. Make a household inventory. Inventory everything in each room, including valuable items such as antiques, electronics, jewelry, collectibles and guns. List items including model and serial numbers; take photos or video. You many need appraisals on high value or antique items. Use this free
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downloadable app to quickly photograph and capture descriptions of your possessions room by room, then store electronically for safekeeping: myHOME Scr.APP.book. For more information visit www.insureuonline.org. Keep receipts, warranties and/or manuals with your home inventory for all repairs and new items you buy, for proof if you file a claim. Annually review your policy for changes made by the insurer and to evaluate your coverage needs due to significant purchases or remodeling. Maintain your home. A homeowners policy is not a maintenance contract; it insures against damage from perils such as fire, wind and hail. It does not pay to repair items that simply wear out. You are responsible for the upkeep of your home; such as repairing your roof when it begins to leak, cleaning your chimney flue, and replacing clothes washer hoses, etc. WHEN CAN AN INSURER CANCEL YOUR HOMEOWNERS POLICY? After a policy has been in effect for 60 days, insurers may cancel your policy in the middle of the term if: You stop paying premiums, Have been convicted of a crime increasing the hazard that is insured, Have breached the contract, Have acted fraudulently or committed material misrepresentation in getting the policy, Have failed to take reasonable steps to eliminate conditions that may increase losses, or If there has been a substantial change in the risk. If an insurer refuses to continue covering you, it must mail to you a written notice of cancellation and state the reason the policy is being canceled. WHEN CAN AN INSURER NON-RENEW YOUR HOMEOWNERS POLICY? With one exception, insurers may non-renew your policy at the end of the policy term for any reason. If the renewal is based on a condition of the premises, the insurer must give you 30 days prior notice to remedy the identified condition and another 30 days, upon payment of premium, to cure the defective condition. Insurers are not permitted to label "condition of premise" losses as "loss/claims history" to circumvent these notice requirements. If an insurer refuses to continue covering you, it must mail to you, at least 30 days in advance, a written notice of non-renewal and state the reason the policy is being non-renewed. HAVING TROUBLE FINDING INSURANCE? Insurance companies can not refuse to insure you based on race, color, creed, national origin, or ancestry. They can choose the risks they want to insure based on other factors. If you have tried several companies and cannot find homeowners insurance coverage, call the Arizona Department of Insurance at (602) 364-2499 or (1-800) 325-2548 (outside Phoenix).

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EXAMPLE A COVERAGES: Dwelling: $100,000; Other Structures Coverage: $10,000; Contents Coverage: $75,000; Additional Living Expense Coverage: $20,000; Personal Liability Coverage: $300,000; Medical Payments Coverage: $1,000; $500 Flat Deductible. CHARACTERISTICS: A two story, single family dwelling with single-cylinder dead-bolt locks, one fire extinguisher, and two smoke detectors. Excellent condition, masonry or frame (composition roof), built in January, 2010. * This insurer does not provide coverage for this hypothetical. Premiums shown are annual premiums as of March 1, 2011.
NAME OF INSURER MASONRY
I PHOENIX II MESA III PEORIA IV FLAGSTAFF V TUCSON

Complaint Ratio (CR)
# of Complaints (C) divided by # of Exposures (E) X 1000 = Complaint Ratio C E CR

FRAME

MASONRY

FRAME

MASONRY

FRAME

MASONRY

FRAME

MASONRY

FRAME

Arizona Home IC Travelers Home and Marine IC Farmers Ins Exchange American Strategic Ins Corp American National P&C Co Fidelity National IC Pharmacists Mutual IC Armed Forces Ins Exchange Mercury Cas Co United Services Automobile Assoc Civil Service Employees IC Metropolitan P&C IC Amica Mutual IC Liberty Ins Corp Badger Mutual IC Unigard Ind Co Kemper Independence IC Horace Mann IC IDS Property Cas IC State Farm Fire and Cas Co Universal North America IC SECURA Supreme IC Century-National IC Safeco IC of America Central Mutual IC Nationwide IC of America American Automobile IC Balboa IC American Commerce IC Country Mutual IC First American P&C IC Sentinel IC, Ltd Empire Fire & Marine IC American Security IC California Cas Ind Exchange American Family Mutual IC Merastar IC Owners IC Praetorian IC Great Northwest IC ACUITY, A Mutual IC Farm Bureau P&C IC Sentry Ins a Mutual Co ACA IC Allstate P&C IC Pacific Specialty IC Milbank IC American Summit IC Electric IC Union IC of Providence Homesite Ind Co Cincinnati IC Wilshire IC Pacific Ind Co American Hallmark IC of Texas Encompass P&C Co American Modern Select IC Scottsdale IC Austin Mutual IC

$240 292 293 299 301 310 312 317 318 330 331 356 363 373 375 381 386 396 406 407 408 416 421 422 431 437 441 448 451 486 488 492 495 500 511 512 516 518 523 531 538 540 542 549 555 558 567 568 580 612 625 636 637 724 853 907 1,194 1,367 *

$240 299 298 309 317 330 349 329 328 348 354 380 363 371 406 381 395 407 406 451 408 438 421 422 472 431 441 452 510 486 488 434 495 500 526 523 516 546 523 531 538 576 568 549 578 629 567 615 580 612 673 662 637 724 904 946 1,194 1,367 *

$219 285 269 279 267 264 312 271 308 358 272 261 312 359 303 318 376 338 389 391 300 273 310 371 348 431 350 362 337 408 337 446 440 500 482 404 411 532 470 404 505 417 536 388 525 504 430 511 494 518 473 433 637 676 853 719 1,194 1,367 *

$219 291 272 289 281 279 349 828 316 377 290 278 312 358 328 318 383 348 389 432 300 287 310 371 379 425 350 365 385 408 337 395 440 500 498 412 411 552 470 404 505 447 561 388 546 568 430 551 494 518 506 451 637 767 904 747 1,194 1,367 *

$209 304 296 266 240 261 312 239 324 324 287 212 298 365 241 289 386 371 261 251 300 331 310 325 348 371 482 296 331 409 370 440 442 500 447 426 396 390 473 405 448 396 533 396 519 428 415 428 492 527 497 474 637 696 853 692 1,194 1,367 *
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$209 311 302 274 253 277 349 248 334 343 304 224 298 364 258 289 395 382 261 277 300 348 310 325 379 366 482 301 376 409 370 390 442 500 462 435 396 403 473 405 448 424 559 396 540 479 415 460 492 527 532 494 637 696 904 719 1,194 1,367 *

$259 283 203 272 293 272 312 290 302 364 265 302 274 334 241 323 367 317 285 299 300 285 363 345 311 486 392 306 277 409 300 387 405 457 379 370 365 384 452 344 375 348 485 371 492 413 380 412 423 426 468 393 637 625 853 602 1,194 1,367 *

$259 287 205 280 308 288 349 301 309 383 284 323 274 333 258 323 374 326 285 330 300 300 363 345 337 483 392 312 321 409 300 345 405 457 392 378 365 405 452 344 375 372 508 371 507 460 380 443 423 426 501 409 637 625 904 622 1,194 1,367 *

$219 224 225 244 253 256 312 239 224 316 255 236 294 359 241 246 314 383 277 319 300 232 310 309 324 364 365 273 243 363 339 371 401 500 392 377 348 399 434 417 408 434 338 351 452 437 360 462 423 537 433 367 637 535 853 570 1,194 1,367 *

$219 225 228 251 266 271 349 248 227 336 272 251 294 357 258 246 319 394 277 354 300 244 310 309 351 359 365 276 276 363 339 333 401 500 407 385 348 421 434 417 408 463 353 351 462 488 360 497 423 537 462 382 637 535 904 589 1,194 1,367 *

1 3 12 0 2 6 0 0 1 2 0 0 0 1 0 0 0 0 5 40 0 0 1 4 3 3 0 1 1 2 2 4 2 0 0 20 0 2 0 0 1 2 1 7 12 7 0 3 0 0 15 0 1 0 0 2 2 4 0

15,240 62,596 72,645 10,411 7,901 19,621 769 1,625 1,576 62,114 1,077 37,774 8,428 13,556 4,033 1,031 10,356 1,084 21,266 443,341 5,052 1,790 5,206 21,147 7,514 10,070 1,597 13,922 5,065 27,957 13,838 20,299 6,989 1,288 5,187 153,767 77 14,971 2,035 432 9,078 15,489 3,948 40,074 99,695 12,293 8,260 3,043 3,827 1,487 22,409 948 3,056 4,664 648 4,861 290 4,421 8,311

0.066 0.048 0.165 0.000 0.253 0.306 0.000 0.000 0.635 0.032 0.000 0.000 0.000 0.074 0.000 0.000 0.000 0.000 0.235 0.090 0.000 0.000 0.192 0.189 0.399 0.298 0.000 0.072 0.197 0.072 0.145 0.197 0.286 0.000 0.000 0.130 0.000 0.134 0.000 0.000 0.110 0.129 0.253 0.175 0.120 0.569 0.000 0.986 0.000 0.000 0.669 0.000 0.327 0.000 0.000 0.411 6.897 0.905 0.000

EXAMPLE B COVERAGES: Dwelling: $300,000; Other Structures Coverage: $30,000; Contents Coverage: $225,000; Additional Living Expense Coverage: $60,000; Personal Liability Coverage: $300,000; Medical Payments Coverage: $1,000; $500 Flat Deductible. CHARACTERISTICS: A two story, single family dwelling with single-cylinder dead-bolt locks, one fire extinguisher, and two smoke detectors. Excellent condition, masonry or frame (composition roof), built in January, 2010. * This insurer does not provide coverage for this hypothetical. Premiums shown are annual premiums as of March 1, 2011.
NAME OF INSURER MASONRY
I PHOENIX II MESA III PEORIA IV FLAGSTAFF V TUCSON

Complaint Ratio (CR)
# of Complaints (C) divided by # of Exposures (E) X 1000 = Complaint Ratio C E CR

FRAME

MASONRY

FRAME

MASONRY

FRAME

MASONRY

FRAME

MASONRY

FRAME

Liberty Ins Corp United Services Automobile Assoc American Strategic Ins Corp American National P&C Co Fidelity National IC Travelers Home and Marine IC Farmers Ins Exchange Arizona Home IC Pharmacists Mutual IC Amica Mutual IC Armed Forces Ins Exchange Kemper Independence IC Mercury Cas Co Metropolitan P&C IC SECURA Supreme IC Balboa IC Unigard Ind Co American Commerce IC IDS Property Cas IC Horace Mann IC Badger Mutual IC Austin Mutual IC State Farm Fire and Cas Co Universal North America IC Safeco IC of America Civil Service Employees IC Nationwide IC of America Great Northwest IC American Automobile IC Country Mutual IC Allstate P&C IC Central Mutual IC Merastar IC ACA IC Empire Fire & Marine IC Sentinel IC, Ltd Farm Bureau P&C IC ACUITY, A Mutual IC California Cas Ind Exchange Pacific Specialty IC Sentry Ins a Mutual Co First American P&C IC Milbank IC American Family Mutual IC Wilshire IC Homesite Ind Co Union IC of Providence Praetorian IC American Summit IC Owners IC Electric IC Century-National IC American Security IC Encompass P&C Co Cincinnati IC Pacific Ind Co American Hallmark IC of Texas American Modern Select IC Scottsdale IC

$464 473 577 581 608 617 621 628 644 693 712 712 758 764 783 785 792 808 824 842 845 871 874 897 910 919 921 925 940 959 985 999 1,001 1,047 1,063 1,064 1,070 1,100 1,101 1,101 1,107 1,109 1,114 1,119 1,126 1,166 1,169 1,178 1,204 1,255 1,256 1,269 1,465 1,539 1,553 1,576 2,216 3,290 3,684

$461 500 605 609 647 631 635 628 712 693 738 726 780 815 823 791 792 914 824 866 914 1,063 970 897 910 1,000 894 925 940 959 1,027 1,090 1,001 1,047 1,063 926 1,146 1,100 1,135 1,248 1,159 1,109 1,114 1,142 1,126 1,267 1,169 1,178 1,300 1,326 1,256 1,269 1,465 1,623 1,616 1,576 2,353 3,290 3,684

$447 511 527 514 510 619 559 573 644 586 614 691 755 559 516 633 666 603 790 718 689 663 840 529 796 709 907 717 748 805 928 807 798 724 954 956 846 1,033 1,042 990 1,094 760 836 883 1,126 849 988 1,075 1,085 1,292 1,066 912 1,465 1,238 1,052 1,469 2,216 3,290 3,684

$444 541 551 540 542 630 567 573 712 586 636 703 773 595 542 639 666 688 790 740 742 805 930 529 796 772 878 717 748 805 967 877 798 724 954 837 910 1,033 1,076 1,119 1,145 760 836 902 1,126 918 988 1,075 1,169 1,339 1,066 912 1,465 1,296 1,097 4,169 2,353 3,290 3,684

$456 465 491 461 508 659 641 543 644 563 544 712 790 443 623 540 607 590 525 790 553 663 532 531 693 758 759 718 1,024 807 918 807 768 741 958 941 801 918 966 832 1,089 840 804 931 1,126 899 1,007 1,078 915 940 1,061 912 1,465 1,178 1,152 1,510 2,216 3,290 3,684
13

$453 494 513 485 540 674 657 543 712 563 562 726 812 470 655 551 607 673 525 813 592 805 590 531 693 825 737 718 1,024 807 956 877 768 741 958 825 862 918 1,000 935 1,140 840 804 950 1,126 973 1,007 1,078 982 974 1,061 912 1,465 1,233 1,201 1,510 2,353 3,290 3,684

$403 523 507 564 527 596 406 680 644 512 654 673 718 649 538 553 676 496 573 673 553 603 639 624 739 642 1,002 616 834 807 868 723 708 692 888 817 697 770 821 801 993 665 732 808 1,126 839 812 1,038 883 927 907 1,085 1,335 994 952 1,353 2,216 3,290 3,684

$402 552 529 594 561 604 412 680 712 512 676 687 731 690 566 566 676 573 573 693 592 731 708 624 739 699 980 616 834 807 896 783 708 692 888 721 750 770 848 900 1,039 665 732 825 1,126 907 812 1,038 947 979 907 1,085 1,335 1,035 993 1,353 2,353 3,290 3,684

$442 454 434 489 494 466 454 573 644 550 544 571 540 497 439 485 522 434 557 814 553 639 683 554 661 645 744 739 776 717 792 751 678 652 879 780 826 837 848 851 698 766 695 823 1,126 766 1,025 1,004 986 964 926 912 1,465 933 889 1,150 2,216 3,290 3,684

$439 484 453 515 525 468 461 573 712 550 562 582 545 528 461 490 522 492 557 838 592 776 757 554 661 703 722 739 776 717 811 815 678 652 879 690 886 837 882 957 728 766 695 840 1,126 827 1,025 1,004 1,059 1,017 926 912 1,465 971 926 1,150 2,353 3,290 3,684

1 2 0 2 6 3 12 1 0 0 0 0 1 0 0 1 0 1 5 0 0 0 40 0 4 0 3 0 0 2 12 3 0 7 2 4 2 1 0 7 1 2 0 20 1 15 0 0 3 2 0 1 0 2 0 0 0 2 4

13,556 62,114 10,411 7,901 19,621 62,596 72,645 15,240 769 8,428 1,625 10,356 1,576 37,774 1,790 13,922 1,031 5,065 21,266 1,084 4,033 8,311 443,341 5,052 21,147 1,077 10,070 432 1,597 27,957 99,695 7,514 77 40,074 6,989 20,299 15,489 9,078 5,187 12,293 3,948 13,838 8,260 153,767 3,056 22,409 1,487 2,035 3,043 14,971 3,827 5,206 1,288 4,861 948 4,664 648 290 4,421

0.074 0.032 0.000 0.253 0.306 0.048 0.165 0.066 0.000 0.000 0.000 0.000 0.635 0.000 0.000 0.072 0.000 0.197 0.235 0.000 0.000 0.000 0.090 0.000 0.189 0.000 0.298 0.000 0.000 0.072 0.120 0.399 0.000 0.175 0.286 0.197 0.129 0.110 0.000 0.569 0.253 0.145 0.000 0.130 0.327 0.669 0.000 0.000 0.986 0.134 0.000 0.192 0.000 0.411 0.000 0.000 0.000 6.897 0.905

EXAMPLE C COVERAGES: Dwelling: $500,000; Other Structures Coverage: $50,000; Contents Coverage: $375,000; Additional Living Expense Coverage: $100,000; Personal Liability Coverage: $300,000; Medical Payments Coverage: $1,000; $500 Flat Deductible. CHARACTERISTICS: A two story, single family dwelling with single-cylinder dead-bolt locks, one fire extinguisher, and two smoke detectors. Excellent condition, masonry or frame (composition roof), built in January, 2010. * This insurer does not provide coverage for this hypothetical. Premiums shown are annual premiums as of March 1, 2011.
NAME OF INSURER MASONRY
I PHOENIX II MESA III PEORIA IV FLAGSTAFF V TUCSON

Complaint Ratio (CR)
# of Complaints (C) divided by # of Exposures (E) X 1000 = Complaint Ratio C E CR

FRAME

MASONRY

FRAME

MASONRY

FRAME

MASONRY

FRAME

MASONRY

FRAME

Liberty Ins Corp United Services Automobile Assoc American National P&C Co American Strategic Ins Corp Fidelity National IC Farmers Ins Exchange Travelers Home and Marine IC Pharmacists Mutual IC Arizona Home IC Kemper Independence IC Amica Mutual IC SECURA Supreme IC Balboa IC Armed Forces Ins Exchange Mercury Cas Co Unigard Ind Co Metropolitan P&C IC IDS Property Cas IC State Farm Fire and Cas Co Horace Mann IC American Commerce IC Austin Mutual IC Country Mutual IC Nationwide IC of America Great Northwest IC Safeco IC of America Badger Mutual IC Universal North America IC Civil Service Employees IC American Automobile IC Wilshire IC Pacific Specialty IC Central Mutual IC Merastar ACA IC Farm Bureau P&C IC Allstate P&C IC American Family Mutual IC Electric IC Sentinel IC, Ltd California Cas Ind Exchange Sentry Ins a Mutual Co Empire Fire & Marine IC Homesite Ind Co ACUITY, A Mutual IC Milbank IC Union IC of Providence First American P&C IC Praetorian IC Owners IC Encompass P&C Co Century-National IC Pacific Ind Co Cincinnati IC American Security IC American Modern Select IC Scottsdale IC American Hallmark IC of Texas American Summit IC

$546 653 859 907 907 927 1,012 1,047 1,054 1,082 1,108 1,109 1,165 1,179 1,227 1,290 1,298 1,310 1,386 1,403 1,413 1,445 1,450 1,450 1,469 1,481 1,497 1,501 1,545 1,559 1,560 1,561 1,575 1,585 1,610 1,627 1,685 1,692 1,733 1,753 1,754 1,764 1,779 1,812 1,849 1,857 1,896 1,961 1,969 2,089 2,173 2,223 2,258 2,416 2,430 5,386 6,001 * *

$540 695 904 954 968 948 1,035 1,174 1,054 1,106 1,108 1,166 1,172 1,222 1,264 1,290 1,385 1,310 1,536 1,444 1,601 1,764 1,450 1,407 1,469 1,481 1,620 1,501 1,680 1,559 1,560 1,771 1,721 1,585 1,610 1,746 1,761 1,726 1,733 1,518 1,809 1,846 1,779 1,976 1,849 1,857 1,896 1,961 1,969 2,206 2,284 2,223 2,258 2,515 2,430 5,386 6,001 * *

$524 706 761 819 759 838 1,038 1,047 961 1,048 934 732 945 1,017 1,255 1,084 951 1,256 1,328 1,197 1,050 1,097 1,217 1,425 1,139 1,293 1,215 879 1,200 1,240 1,560 1,561 1,273 1,229 1,106 1,253 1,583 1,335 1,469 1,569 1,659 1,742 1,593 1,297 1,737 1,388 1,601 1,338 1,796 2,150 1,715 1,609 2,102 1,632 2,430 5,386 6,001 * *

$519 752 801 861 807 849 1,056 1,174 961 1,069 934 770 952 1,053 1,286 1,084 1,012 1,256 1,474 1,236 1,200 1,334 1,217 1,379 1,139 1,293 1,310 879 1,303 1,240 1,560 1,771 1,384 1,229 1,106 1,352 1,653 1,363 1,469 1,364 1,713 1,824 1,593 1,410 1,737 1,388 1,601 1,338 1,796 2,230 1,797 1,609 2,102 1,702 2,430 5,386 6,001 * *

$536 643 684 757 755 939 1,068 1,047 910 1,082 894 884 796 899 1,265 988 754 832 838 1,318 1,028 1,097 1,220 1,183 1,140 1,125 968 881 1,281 1,698 1,560 1,561 1,273 1,180 1,133 1,183 1,565 1,407 1,463 1,543 1,537 1,734 1,601 1,378 1,542 1,334 1,632 1,480 1,803 1,561 1,606 1,609 2,163 1,789 2,430 5,386 6,001 * *
14

$530 687 718 795 803 962 1,090 1,174 910 1,106 894 929 811 931 1,298 988 801 832 930 1,358 1,173 1,334 1,220 1,148 1,140 1,125 1,038 881 1,391 1,698 1,560 1,771 1,384 1,180 1,133 1,278 1,634 1,436 1,463 1,342 1,591 1,816 1,601 1,498 1,542 1,334 1,632 1,480 1,803 1,618 1,686 1,609 2,163 1,865 2,430 5,386 6,001 * *

$465 721 836 784 786 606 997 1,047 1,141 1,020 810 764 811 1,082 1,176 1,100 1,102 909 1,008 1,119 860 996 1,220 1,597 978 1,200 968 1,040 1,121 1,382 1,560 1,136 1,140 1,083 1,056 1,025 1,474 1,222 1,253 1,330 1,307 1,581 1,483 1,281 1,291 1,213 1,314 1,170 1,735 1,540 1,349 1,906 1,936 1,475 2,213 5,386 6,001 * *

$463 766 880 824 837 614 1,011 1,174 1,141 1,042 810 803 827 1,119 1,198 1,100 1,174 909 1,118 1,156 997 1,211 1,220 1,562 978 1,200 1,038 1,040 1,221 1,382 1,560 1,276 1,236 1,083 1,056 1,106 1,524 1,246 1,253 1,166 1,348 1,654 1,483 1,392 1,291 1,213 1,314 1,170 1,735 1,626 1,408 1,906 1,936 1,539 2,213 5,386 6,001 * *

$516 629 724 660 735 673 772 1,047 961 861 873 623 721 899 871 847 845 883 1,078 1,359 762 1,058 1,085 1,160 1,173 1,071 968 921 1,099 1,288 1,560 1,204 1,185 1,033 955 1,207 1,338 1,244 1,279 1,266 1,348 1,111 1,468 1,162 1,405 1,151 1,661 1,351 1,677 1,601 1,262 1,609 1,643 1,376 2,430 5,386 6,001 * *

$511 675 762 692 782 682 775 1,174 961 877 873 655 728 931 877 847 898 883 1,197 1,399 880 1,286 1,085 1,123 1,173 1,071 1,038 921 1,192 1,288 1,560 1,356 1,285 1,033 955 1,299 1,371 1,270 1,279 1,112 1,402 1,160 1,468 1,261 1,405 1,151 1,661 1,351 1,677 1,691 1,317 1,609 1,643 1,433 2,430 5,386 6,001 * *

1 2 2 0 6 12 3 0 1 0 0 0 1 0 1 0 0 5 40 0 1 0 2 3 0 4 0 0 0 0 1 7 3 0 7 2 12 20 0 4 0 1 2 15 1 0 0 2 0 2 2 1 0 0 0 2 4 0 3

13,556 62,114 7,901 10,411 19,621 72,645 62,596 769 15,240 10,356 8,428 1,790 13,922 1,625 1,576 1,031 37,774 21,266 443,341 1,084 5,065 8,311 27,957 10,070 432 21,147 4,033 5,052 1,077 1,597 3,056 12,293 7,514 77 40,074 15,489 99,695 153,767 3,827 20,299 5,187 3,948 6,989 22,409 9,078 8,260 1,487 13,838 2,035 14,971 4,861 5,206 4,664 948 1,288 290 4,421 648 3,043

0.074 0.032 0.253 0.000 0.306 0.165 0.048 0.000 0.066 0.000 0.000 0.000 0.072 0.000 0.635 0.000 0.000 0.235 0.090 0.000 0.197 0.000 0.072 0.298 0.000 0.189 0.000 0.000 0.000 0.000 0.327 0.569 0.399 0.000 0.175 0.129 0.120 0.130 0.000 0.197 0.000 0.253 0.286 0.669 0.110 0.000 0.000 0.145 0.000 0.134 0.411 0.192 0.000 0.000 0.000 6.897 0.905 0.000 0.986

HOMEOWNERS INSURER TELEPHONE NUMBERS INSURER ACA IC ACUITY, A Mutual IC Allstate P&C IC American Automobile IC American Commerce IC American Family Mutual IC American Hallmark IC of Texas American Modern Select IC American National P&C Co American Security IC American Strategic Corp American Summit IC Amica Mutual IC Arizona Home IC Armed Forces Ins Exchange Austin Mutual IC Badger Mutual IC Balboa IC California Cas Ind Exchange Central Mutual IC Century-National IC Cincinnati IC Civil Service Employees IC Country Mutual IC Electric IC Empire Fire & Marine IC Encompass P&C Co Farm Bureau P&C IC Farmers Ins Exchange Fidelity National IC First American P&C IC Great Northwest IC Homesite Ind Co Horace Mann IC IDS Property Cas IC Kemper Independence IC Liberty Ins Corp Merastar IC Mercury Cas Co Metropolitan P&C IC Milbank IC Nationwide IC of America Owners IC Pacific Ind Co Pacific Specialty IC Pharmacists Mutual IC Praetorian IC Safeco IC of America Scottsdale IC SECURA Supreme IC Sentinel IC, Ltd Sentry Ins a Mutual Co State Farm Fire and Cas Co Travelers Home and Marine IC Unigard Ind Co Union IC of Providence United Services Automobile Assoc * Universal North America IC Wilshire IC
Note: Telephone numbers are subject to change Some numbers may result in the caller being referred to an agent by the insurer. * Primarily available to current, retired and former U.S. military officers and their dependents.

TELEPHONE NUMBER (866) 298-1232 (800) 242-7666 (800) 255-7828 (800) 227-1700 (800) 562-4517 (800) 374-0008 (800) 486-5616 (800) 543-2644 (417) 887-0220 (877) 893-5739 (866) 274-8765 (800) 749-6419 (888) 892-6422 (800) 993-1155 (800) 828-7732 (800) 328-4628 (800) 837-7833 (888) 768-2096 (866) 680-5143 (800) 786-0673 (800) 733-0880 (513) 870-2000 (800) 282-6848 (480) 497-5563 (800) 227-2757 (800) 660-4539 (866) 567-3499 (480) 635-3600 (800) 327-6377 (800) 849-6140 (888) 922-5343 (800) 776-3386 (800) 466-3748 (800) 999-1030 (800) 842-3344 (877) 252-7878 (800) 837-5254 (800) 523-3796 (800) 503-3724 (800) 422-4272 (800) 944-9950 (800) 982-0756 (480) 830-7119, ext. 211 (623) 445-2500 (800) 303-5000 (800) 247-5930 (800) 962-9654 (800) 332-3226 (480) 365-4000 (866) 356-7870 (800) 423-0567 (800) 373-6879 See Yellow Pages (800) 465-6241 (800) 456-1626 (800) 432-8422 (800) 531-8722 (866) 458-4262 (602) 494-6900

15

How to File a Complaint
If you are unable to resolve your insurance issue/problem with your agent or insurance company, and if you believe you have been treated unfairly, have received poor service, or have some other complaint against your insurer or its agent, you may submit a request for assistance to the Arizona Department of Insurance, Consumer Affairs Division. You can download a complaint form from our website [www.azinsurance.gov], or write us a letter. Mail, fax, email or deliver your written complaint to: Arizona Department of Insurance 2910 N. 44th Street, Ste. 210 Phoenix, AZ 85018 Phone: (602) 364-2499 or (800) 325-2548 outside Phoenix Fax: (602) 364-2505 Email: [email protected]

Abbreviations used in this publication
“AC” means "Assurance Company" “Assoc” means "Association" “Cas” means .Casualty. “Co” means .Company. “IC” means .Insurance Company. “Ind” means .Indemnity. “Ins” means .Insurance. “P&C” means .Property & Casualty.

The Arizona Department of Insurance is an Equal Employment Opportunity agency that complies with the Americans with Disabilities Act ("ADA") and the Arizonans with Disabilities Act. Persons with disabilities may request that materials be presented in an alternative format by contacting the ADA Coordinator at (602) 364-3100. Requests should be made as early as possible to allow time to procure the materials in an alternate format.
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