Company Complaint Information
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| 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 | 115 | 37 | 35 | 43 | 16 |
| 2022 | 93 | 32 | 25 | 36 | 12 |
| 2021 | 72 | 24 | 26 | 22 | 8 |
| Violation Study |
| Year | Line of Coverage | Law | Section | Summarized Description of Law | # of Alleged Violations |
|---|---|---|---|---|---|
| 2023 | Automobile | CCR | 2695.4(a) | Must disclose all benefits, time limits and possible applicable provisions to 1st party claimants. | 1 |
| 2023 | Automobile | CCR | 2695.5(b) | Must provide complete response to claimant inquiries within 15 calendar days. | 2 |
| 2023 | Automobile | CCR | 2695.7(d) | Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. | 1 |
| 2023 | Automobile | CCR | 2695.3(a) | File must contain all documents. | 1 |
| 2023 | Automobile | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 5 |
| 2023 | Automobile | CIC | 790.03h3 | Failing to adopt & implement standards for the prompt investigation & processing of claims | 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(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 | 2695.7(h) | Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. | 1 |
| 2023 | Fire | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 1 |
| 2023 | Fire | CCR | 2695.3(a) | File must contain all documents. | 2 |
| 2023 | Fire | CCR | 2695.7(b)(3) | Must notify claimant that claim denial can be reviewed by the California Department of Insurance. | 1 |
| 2023 | Fire | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 1 |
| 2023 | Homeowners | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 3 |
| 2023 | Homeowners | CCR | 2694a5 | Failed to respond or did not provide a complete response | 3 |
| 2023 | Homeowners | CIC | 678(a)(2) | On or after July 1, 2022, subdivision (a) of Section 1013 of the Code of Civil Procedure applies if an offer or notice is mailed. | 1 |
| 2023 | Homeowners | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 1 |
| 2023 | Liability | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 2 |
| 2023 | Liability | CCR | 2695.3(a) | File must contain all documents. | 1 |
| 2023 | Misc Lines | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 1 |
| 2023 | Misc Lines | CCR | 2695.7(c)(1) | Must notify in writing every 30 calendar days if more time is required to investigate claim. | 1 |
| 2023 | Misc Lines | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 3 |
| 2023 | Misc Lines | CCR | 2695.7(b)(3) | Must notify claimant that claim denial can be reviewed by the California Department of Insurance. | 1 |
| 2023 | Misc Lines | CCR | 2695.5(b) | Must provide complete response to claimant inquiries within 15 calendar days. | 1 |
| 2023 | Misc Lines | CIC | 790.03h1 | Misrepresenting facts or policy provisions. | 1 |
| 2023 | Misc Lines | CCR | 2694a5 | Failed to respond or did not provide a complete response | 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 | Surety and Fidelity | .00 | .351 | .00 | .00 |
| 2023 | Homeowners | 7.48 | .415 | .53 | 1.28 |
| 2023 | Commercial Multi-Peril | .05 | .675 | 4.76 | 7.05 |
| 2023 | Commercial Auto | .03 | 2.395 | 4.60 | 1.92 |
| 2023 | Workers Compensation | .00 | 3.053 | .00 | .00 |
If complaint data does not appear for this company, this link will provide you with an explanation.
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