Legal & Regulatory
NAIC Complaint Index
The NAIC Complaint Index measures how an insurer's complaint volume compares to its market share—a score above 1.0 means the insurer received more complaints than average relative to the premiums it writes.
Last reviewed: May 2026 · Editorial methodology
Definition
The NAIC Complaint Index is a standardized metric published by the National Association of Insurance Commissioners (NAIC) that allows consumers to compare insurance company complaint performance on a level playing field, regardless of company size. The index is calculated by dividing the insurer's complaint ratio (complaints per $1 million in premium written) by the industry median complaint ratio for the same line of business and state, with a score of 1.0 representing the industry median. A score of 2.0 means the insurer received twice as many complaints per dollar of premium as the median insurer; a score of 0.5 means it received half as many. The NAIC publishes complaint index data annually through the Consumer Insurance Search page and the Market Analysis Review System (MARS). Complaint data is sourced from state insurance department complaint databases, which capture formal written complaints filed by policyholders and claimants. Common complaint categories include claim delays, claim denials, unsatisfactory settlements, cancellation/non-renewal, and agent misconduct. A consistently high complaint index—particularly for claim-related complaints—can trigger market conduct examination by the state insurance department. Consumers can use the complaint index as one data point when comparing insurers before purchase, though it should be considered alongside AM Best ratings, coverage terms, and pricing.
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Cover Forge USA Editorial Team
Editorial Lead
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 2026-06-14
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