California Department of Insurance

    Company Profile

    Company Profile

    Company Complaints

    Company Complaints

    Additional Information

    Additional Information

    Company Complaints

    Company Complaints

    • LIBERTY MUTUAL FIRE INSURANCE COMPANY
    • 2000 Westwood Dr, Wausau, WI 54401-7802

    • 800-344-0197

    Company Performance

    Company Performance

    In compliance with California Insurance Code § 12921.1, the California Department of Insurance conducted a Consumer Complaint Study of all admitted insurance carriers. The company performance table provides the complaints determined by the department to require that corrective action be taken against the insurer, or leading to insurer compromise, or other remedy for the complainant, those that are found to be without merit, those with other outcomes, and justified complaints. Justified complaints often require additional review, as violations of California insurance laws may exist.

    Company Performance Report

    YearClosed Complaints (TOTAL of Categories 1-3)
    Category 1: Complaints found to require corrective action, leading to insurer compromise, or other remedy for the complainant.
    Category 2: Complaints found to be without Merit
    Category 3: Complaints with Other Outcomes
    Category 4: Justified Complaints
    202217150536822
    202114644564622
    202021961906820

    Violation Study

    Violation Study

    The following table represents number and type of violations found, by reference to the line of insurance and law allegedly violated

    Violation Study Report

    YearLine of CoverageLawSectionSummarized Description of Law# of Alleged Violations
    2022AutomobileCIC11580.011Coverage for replacement of child passenger restraint system; insurer obligation1
    2022AutomobileCCR2695.7(c)(1)Must notify in writing every 30 calendar days if more time is required to investigate claim.2
    2022AutomobileCCR2695.8(f)(3)Reasonably adjust the claimant's estimate.1
    2022AutomobileCCR2632.13(e)(1)Provide written notice of investigation including any principally at-fault determination1
    2022AutomobileCCR2695.5(a)Must respond to the California Department of Insurance within 21 calendar days.3
    2022AutomobileCCR2695.5(b)Must provide complete response to claimant inquiries within 15 calendar days.2
    2022AutomobileCCR2695.7(h)Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations.1
    2022AutomobileCIC661Valid notice of cancellation1
    2022AutomobileCIC1861.05aExcessive, inadequate, unfairly discriminatory rates4
    2022AutomobileCIC880Failure of insurer to use own name1
    2022AutomobileCCR2694a3In contravention of own rules, policies, procedures, guidelines7
    2022AutomobileCCR2695.8(e)(4)Insurer cannot require claimant to travel an unreasonable distance or wait an unreasonable period of time.1
    2022AutomobileCCR2632.13.1(b)(1)Insurer may assign one violation point1
    2022AutomobileCCR2695.7(d)Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant.2
    2022AutomobileCCR2695.7(b)(3)Must notify claimant that claim denial can be reviewed by the California Department of Insurance.1
    If complaint data does not appear for this company, this link will provide you with an explanation.
    To view the California Insurance Code (CIC), Click here
    To view the California Code of Regulations (CCR), Click here

    Comparison Data

    Comparison Data

    The information below is for complaints closed during the study period for this insurance company. The table provides the Justified Complaint Ratio, Market Share, Complaint Share, and Index for this company, grouped by the line of coverage the company was authorized to sell in this study period.

    Comparison Data Report

    Year
    Line of Coverage
    Justified Complaint Ratio
    Market Share
    Complaint Share
    Index
    2022Personal Auto5.581.0291.271.23
    2022Homeowners19.31.1651.036.23
    2022Commercial Auto0.67500
    2022Workers Compensation0.6200
    2022Commercial Multi-Peril0.14500
    If complaint data does not appear for this company, this link will provide you with an explanation.