Consumer complaints about property-casualty insurers in Florida have more than doubled in the last five years and are on track to reach a new high in 2025, according to data provided by Florida regulators. Insurance industry insiders said the numbers can’t be trusted because they include mediation and calls for assistance that aren’t actual complaints.
The state Department of Financial Services released the data to Insurance Journal, showing that overall complaints from residential policyholders, regarding 326 insurance carriers, have climbed from 10,219 in 2020 to more than 23,400 in 2024. If the trend for 2025 continues, complaints could top 31,000 this year. That’s a grand total of almost 95,000 complaints in recent years.
DFS received the most calls about Universal Property & Casualty Insurance Co., one of the largest insurers in Florida. During the five-year period DFS recorded about 16,170 complaints about Universal. That’s significantly more complaints than regulators fielded on Citizens Property Insurance Corp., which remains the largest property carrier in the state, with some 200,000 more Florida policies than Universal holds.
American Integrity Insurance and State Farm Florida Insurance ranked a distant third and fourth in the DFS tally, both with about 4,700 complaints. Heritage Property & Casualty Insurance and Security First Insurance came in at fifth and sixth, with about 3,900 and 3,600 complaints, respectively, in the five-year time frame.
The data includes complaints about most types of residential policies: homeowners, condominium unit owners, dwelling fire, mobile homes, renters’ insurance, windstorm and flood coverage.
The vast majority of complaints were from HO policyholders: about 88,000 in all for the period. For all categories of residential policies, most complaints were about claims issues, followed distantly by a relatively small number of complaints about premiums, agents and adjusters. DFS did not provide the actual complaints or details on the nature of each allegation.
