How to file with DFS
- Write down what happened. The agent's full name and NPN or Florida license number if you have them, the company, dates, what was said and anything you signed.
- Gather documents. DFS asks for the exact company name, the agent's full name, your policy number, the front and back of your insurance card, a detailed description and copies of supporting papers, such as enrollment forms, letters, texts and the caller's number.
- File the complaint. Use the Consumer Assistance Portal on DFS's Get Insurance Help page, or call 1-877-693-5236 (insurance help weekdays 9 a.m. to 3 p.m.).
- Watch for DFS's reply. DFS contacts the company or agent, who must respond within 14 days.
DFS records are public records under Florida law, so what you send may be seen by others.
Which office handles what
| Problem | Where it goes |
|---|---|
| Misleading sales, pressure, or a license problem | DFS Division of Consumer Services, 1-877-693-5236 or online |
| Forged signatures, taking money, or other insurance fraud | DFS fraud tip line, 1-800-378-0445, or report online |
| Enrolled in a Medicare Advantage or Part D plan without agreeing, or a sales practice that breaks Medicare's rules | 1-800-MEDICARE (TTY 1-877-486-2048) |
| A problem with a Medigap insurer | DFS; the Office of Insurance Regulation (OIR) approves Medigap forms and rates |
| Unwanted sales calls | Florida Do Not Call complaints at the Department of Agriculture and Consumer Services |
The rules agents must follow
Federal rules bar Medicare Advantage and Part D plans and their agents from cold calls, robocalls, unsolicited texts and door-to-door visits, require a Scope of Appointment before a sales meeting, and require third-party marketing organizations to record sales calls. Florida law also bars high-pressure Medigap marketing that uses "force, fright, threat," and hiding that an agent or insurance company will contact you (Fla. Stat. 627.6743). Agents must hold a Florida license with health authority and, for Medicare plans, be appointed by the company. Past disciplinary orders against agents are on Florida Administrative Information Online.
Tip: If a sales problem left you in the wrong plan, you may have a special enrollment period to fix it. Open Enrollment also runs through December 7, 2026. See Medicare Open Enrollment in Florida.
Related questions
How do I check a Medicare agent's license in Florida?
DFS Licensee Search.
Why do I get so many Medicare calls?
What callers may and may not do.
How do I report Medicare fraud in Florida?
Where each report goes.
Sources
- Florida Department of Financial Services — Get insurance help
- Florida Department of Financial Services — Investigative and Forensic Services
- Florida Department of Financial Services — Licensee Search FAQ (enforcement actions)
- Fla. Stat. 627.6743 — Medicare supplement marketing
- eCFR — 42 CFR 422.2264, beneficiary contact and Scope of Appointment
- eCFR — 42 CFR 422.2274, agent and broker requirements
- Medicare.gov
More questions in this guide
- How can I help my parent with Medicare in Florida as a caregiver?
- How do I check if a Medicare insurance agent is licensed in Florida?
- How do I appeal a hospital discharge in Florida if I'm not ready to go home?
- How do I appeal a Medicare denial in Florida?
- Why do I get so many calls to change my Medicare plan?
Part of the guide: Florida Medicare contacts · All questions
Frequently asked questions
What can DFS do about my complaint?
DFS says it contacts the company or agent and requires an explanation, and that by statute they have 14 days to respond. It reviews the response against Florida law and tries to resolve concerns within 30 days. It can't give legal advice, decide questions of fact, or force a company to act if no law or policy provision was broken.
I was enrolled in a Medicare plan I didn't choose. What do I do?
Call 1-800-MEDICARE (1-800-633-4227) right away. Medicare can look into an enrollment you didn't agree to, and you may be able to change plans. Then file a complaint about the agent with DFS.
Can I complain to the insurance company too?
Yes. Medicare Advantage and Part D plans must have a grievance process, explained in the Evidence of Coverage, and you can file a grievance about how an agent selling its plans treated you. Keep a copy of everything you send.
Medicare in your Florida county
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