Company Complaint Information

Company Profile

TRUSTMARK LIFE INSURANCE COMPANY
400 FIELD DRIVE
LAKE FOREST, IL 60045-2581
800-247-4179

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.

Year	Closed 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
2023	360	105	68	187	23
2022	181	66	33	82	16
2021	132	46	24	62	15

Violation Study

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

Year	Line of Coverage	Law	Section	Summarized Description of Law	# of Alleged Violations
2023	Automobile	CIC	790.03h3	Failing to adopt & implement standards for the prompt investigation & processing of claims	3
2023	Automobile	CCR	2695.7(b)	Upon receiving proof of claim, insurer shall immediately but in no event more than 40 calendar days accept or deny claim.	1
2023	Automobile	CCR	2695.8(k)	Insurer must pay reasonable towing and storage charges and provide reasonable notice before terminating storage charge payment.	4
2023	Automobile	CCR	2695.7(d)	Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant.	7
2023	Automobile	CCR	2695.7(b)(1)	Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims.	6
2023	Automobile	CCR	2695.4(a)	Must disclose all benefits, time limits and possible applicable provisions to 1st party claimants.	1
2023	Automobile	CCR	2695.7(b)(3)	Must notify claimant that claim denial can be reviewed by the California Department of Insurance.	1
2023	Automobile	CCR	2695.7(h)	Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations.	2
2023	Automobile	CCR	2695.5(b)	Must provide complete response to claimant inquiries within 15 calendar days.	7
2023	Automobile	CCR	2695.5(a)	Must respond to the California Department of Insurance within 21 calendar days.	7
2023	Automobile	CCR	2695.8(f)(3)	Reasonably adjust the claimant's estimate.	1
2023	Automobile	CCR	2695.8(c)	Reopen file if notified within 35 calendar days that ACV too low to purchase comparable car.	6
2023	Automobile	CCR	2695.8(b)(2)	Standards for determining comparable auto on total loss.	1
2023	Automobile	CCR	2695.8(b)(4)	Standards for determining total loss comparable vehicle value in local market area.	3
2023	Automobile	CCR	2695.8(e)(4)	Insurer cannot require claimant to travel an unreasonable distance or wait an unreasonable period of time.	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

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.

Year	Line of Coverage	JustifiedComplaint Ratio	Market Share	Complaint Share	Index
2023	Personal Auto	10.08	.761	2.12	2.78

If complaint data does not appear for this company, this link will provide you with an explanation.