OPPAGA text logo with graphic of FL historic capitol
OPPAGA text logo with graphic of FL historic capitol

Department of Financial Services

Consumer Services

What is the purpose of the division?

The Division of Consumer Services provides education, information and assistance to consumers for products or services regulated by the Department of Financial Services or the Financial Services Commission.

What services are provided to consumers?

The division offers services as described below.
  • The division provides helpline staff to assist consumers with insurance needs. Specialists are available to provide consumers one-on-one assistance through a toll-free hotline (1-877-693-5236). Consumers may also submit requests for insurance assistance or mediation with an insurance company online. In addition, staff is available to meet with policyholders at one of the department's offices in Largo and Tallahassee.
  • The division provides information and technical expertise on a variety of topics. For example, the division provides consumer guides that overview specific lines of insurance, interactive presentations on a variety of topics, an insurance library that provides an overview of coverage for several lines of insurance, and information on fraud and scams.
  • The division also offers mediation programs to assist in resolving certain types of insurance claim disputes between consumers and insurance companies.

How can I find information about an insurance company I'm considering?

  • The division offers a searchable online database that enables consumers to determine the number of consumer complaints logged for a particular insurance company in comparison to the number of complaints for other companies of a similar size.
  • The Office of Insurance Regulation maintains a searchable online database of companies authorized to conduct business in the state.
  • A toll-free helpline (1-877-693-5236) is available for consumers.

What financial literacy assistance does the program provide to particular populations?

Through its Your Money Matters website, the program provides a variety of financial literacy websites to assist specific populations, including those listed below.
  • The On Guard for Seniors website helps seniors make informed financial decisions and avoid fraud.  The site provides seniors with information on annuities, reverse mortgages, long-term care insurance, and identity theft.  In addition, the department has implemented Operation S.A.F.E. (Stop Adult Financial Exploitation) to protect seniors from fraud through statewide educational workshops.  Workshops cover topics such as how to spot fraudulent behavior, common scams that target seniors, and how to fight identify theft.
  • The Serve Save Succeed website helps military service members manage their personal finances.  The website includes financial tips, an online forum where current and retired service members can share their stories and advice, and informational resources on topics such as saving and budgeting, frauds and scams, identity theft, and scholarships, as well as financial calculators.
  • The Your L.I.F.E. website assists survivors of domestic violence with becoming financially independent.  The department created the website in partnership with the Florida Coalition Against Domestic Violence.  Resources include information on banking, credit and debt, saving, financial safety (including a tip sheet for financial safety planning), and domestic violence resources.
  • The My Money website provides educational lessons for individuals with developmental disabilities and resources for family members and caregivers.  The website allows individuals to learn and practice financial skills at their own pace.  Lessons focus on money basics, banks and credit unions, accounts, budgeting, government benefit programs, and ways to find and keep employment.

How responsive is the division in serving consumers?

In Fiscal Year 2018-19, the division answered 92% of calls within four minutes, and 79% of consumers rated the division's service as very good or excellent.

How are these activities funded?

 
Fiscal Year: 2020-21
Fund Salary Rate/ Position General Revenue Trust Funds
SALARY RATE
POSITIONS
SALARIES AND BENEFITS
FROM INSURANCE REGULATORY TRUST FUND
OTHER PERSONAL SERVICES
FROM INSURANCE REGULATORY TRUST FUND
EXPENSES
FROM INSURANCE REGULATORY TRUST FUND
OPERATING CAPITAL OUTLAY
FROM INSURANCE REGULATORY TRUST FUND
SPECIAL CATEGORIES
CONTRACTED SERVICES
FROM INSURANCE REGULATORY TRUST FUND
SPECIAL CATEGORIES
HOLOCAUST VICTIMS ASSISTANCE ADMINISTRATION
FROM INSURANCE REGULATORY TRUST FUND
SPECIAL CATEGORIES
OPERATION OF MOTOR VEHICLES
FROM INSURANCE REGULATORY TRUST FUND
SPECIAL CATEGORIES
RISK MANAGEMENT INSURANCE
FROM INSURANCE REGULATORY TRUST FUND
SPECIAL CATEGORIES
PUBLIC ASSISTANCE - STATE OPERATIONS
FROM INSURANCE REGULATORY TRUST FUND
SPECIAL CATEGORIES
LEASE OR LEASE-PURCHASE OF EQUIPMENT
FROM INSURANCE REGULATORY TRUST FUND
SPECIAL CATEGORIES
TRANSFER TO DEPARTMENT OF MANAGEMENT SERVICES - HUMAN RESOURCES SERVICES PURCHASED PER STATEWIDE CONTRACT
FROM INSURANCE REGULATORY TRUST FUND
TOTAL
0
8,967,851

Updates

Protection Against Insurer Insolvency.  The 2020 Legislature enacted Chapter 2020-155Laws of Florida, to enhance the protection of insured condominium and homeowners associations from insurer insolvency.  The legislation increases the obligation upon insurer insolvency of the Florida Insurance Guaranty Association for policies covering condominium associations or homeowners associations from a maximum of $100,000 to $200,000 multiplied by the number of condominium or other residential units. 

Where can I find related OPPAGA reports?

A complete list of related OPPAGA reports is available on our website.

Where can I get more information?

Websites of Interest
Florida Attorney General
Florida Consumer Guides
Florida's Insurance Consumer Advocate
Insurance Information Institute
Performance Information
Performance measures and standards for the department may be found in its Long Range Program Plan.

What are the applicable statutes?

Sections 20.121(2)(b) and 624.307, Florida Statutes.

Whom do I contact for help?

Division of Consumer Services, 850-413-3089 or 1-877-693-5236, or email:  Consumer.Services@myfloridacfo.com
Website