From the Office of Insurance Regulation:

Rule 69O-142.002 of the Florida Administrative Code implements the publication requirements of Section 624.313, F.S., which requires the Office to publish complaint ratios for the 10 largest insurers or insurer groups by line of insurance and each insurer or insurer group that has 1 percent or more of a line of insurance in this state. This rule does not apply to private passenger automobile insurance coverages. However, a summary of this coverage has been provided.

For purposes of this complaint index reporting:
“Complaint Share” means the percentage of complaints received by the Office relevant to an insurer for any given line of insurance when compared to the total complaints received by the Office for that line of insurance.

“Complaint” means any written communication, by an insured or named beneficiary, primarily expressing a grievance or dissatisfaction over which the Office has regulatory authority. Complaints which will not be used to calculate the complaint index include complaints against an incorrect entity; complaints against companies providing administrative services for self-funded benefit plans; complaints regarding properly filed or approved rates; suspected fraudulent claim complaints; and complaints which are duplicative, harassing or frivolous.

“Market Share” means the percentage of the direct written premiums when compared to the total direct written premiums in the State of Florida for a given line of insurance.

“Premiums” means a consideration paid, or to be paid, to the insurer for the issuance and delivery of any binder or policy of insurance or annuity written directly to the consumer.

“Complaint Index” means an index derived by dividing the complaint share by the market share for a specific insurer by line of insurance.

A complaint index of 1.00 will indicate that the insurer has received a proportionate number of complaints as compared to the market share of direct written premium for a particular line of insurance.

A complaint index of less than 1.00 will indicate that the insurer has a complaint share that is less than their market share of direct written premium for that particular line of insurance.

A complaint index of more than 1.00 will indicate that the insurer has a complaint share that is more than their market share of direct written premium for that line of insurance.

Complaint ratios are on the OIR Web site under "Newsroom" "Annual Reports". www.floir.com.