NAIC complaint index
A score comparing an insurer's complaint volume to its market share.
Full definition
The National Association of Insurance Commissioners (NAIC) tracks every complaint filed against insurance companies in the US. The complaint index compares an insurer's complaint volume to its size — 1.0 is average. Below 1.0 means fewer complaints than expected given the company's size (better). Above 1.0 means more complaints than expected (worse). It's one of the most objective indicators of claims and service quality.
Real-world example
USAA has an NAIC complaint index of 0.26 — meaning 74% fewer complaints per customer than the industry average. Liberty Mutual's index of 1.72 means 72% more complaints than average.
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A score comparing an insurer's complaint volume to its market share.