What this measures
The NAIC complaint index is one of the few objective, regulator-sourced signals of how an insurer treats customers. A score of 1.0 is the market average; below it means fewer complaints than expected for the company’s size, above it means more. We group carriers into three honest bands rather than publishing a single ratio, because the NAIC computes the index per legal entity, per line, per year — so any one national number is a simplification. Use this as one signal alongside financial strength, satisfaction, price, and coverage.
Fewer complaints than expected
Received fewer complaints to state regulators than expected for a company of its size — the best tier.
About the expected number
Received close to the expected number of complaints for its size.
More complaints than expected
Received more complaints than expected for its size — worth weighing against price and coverage.
Look up any company yourself
For the exact, current complaint index of a specific legal entity and line, use the NAIC’s free Consumer Information Source. Your state Department of Insurance also publishes complaint data for your local market. Carriers we do not band above (Erie Insurance, Lemonade, American Family, Kaiser Permanente, UnitedHealthcare, Aetna, and 21 more) are best checked directly there — we don’t assign a band we can’t stand behind.
Complaint Index — FAQ
What is the NAIC complaint index?
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The National Association of Insurance Commissioners (NAIC) calculates a complaint index for each insurer by comparing its share of consumer complaints to its share of the market. A score of 1.0 is the market average: below 1.0 means fewer complaints than expected for the company's size, and above 1.0 means more. It's one of the few objective, regulator-sourced measures of how an insurer treats customers.
Why show a band instead of an exact number?
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Because a single national number isn't well-defined. The NAIC calculates the index per legal entity, per line of business, per year — and large insurers write through many entities, so their index varies widely by subsidiary and state. Reporting a qualitative band (fewer / about / more than expected), based on a multi-year analysis, is more honest and stable than a false-precision ratio. For the exact current figure for a specific entity, look it up on the NAIC's Consumer Information Source.
How do I look up a company's complaint record myself?
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Use the NAIC's free Consumer Information Source (content.naic.org). Search the company, pick the specific legal entity and line of business (auto, home, life, health), and you'll see its complaint index and complaint counts by year. Your own state Department of Insurance also publishes complaint data — often more relevant, since it reflects your state's market.
Does a low complaint index mean a company is 'best'?
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It's one signal, not the whole picture. A low complaint index means fewer customers escalated a formal complaint relative to the company's size, which correlates with better claims handling and service — but price, coverage, financial strength (AM Best), and satisfaction studies (J.D. Power) matter too. Use the complaint index alongside those, and always get quotes from several carriers.
Related guides and tools
Michael Torres
Editorial Lead, Catastrophe & Commercial Property
This article was researched and written by the Cover Forge USA editorial team against federal sources (NAIC, CMS, FEMA, DOL, SSA, state DOIs) and standard policy forms. Bylines organize content by topic — they do not assert individual licensure. See our editorial-policy for details.
Reviewed July 2026
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