Company Complaint Information
| , | |||
| 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 | 207 | 52 | 17 | 138 | 44 |
| 2022 | 130 | 28 | 46 | 56 | 22 |
| 2021 | 76 | 23 | 18 | 35 | 28 |
| Violation Study |
| Year | Line of Coverage | Law | Section | Summarized Description of Law | # of Alleged Violations |
|---|---|---|---|---|---|
| 2023 | Homeowners | CIC | 790.03h3 | Failing to adopt & implement standards for the prompt investigation & processing of claims | 1 |
| 2023 | Homeowners | CIC | 677 | Cancellation notice requirements | 1 |
| 2023 | Homeowners | CIC | 10095.7(b) | An applicant who is denied, or policyholder who is cancelled or non-renewed, shall be provided with information regarding the department’s California Home Insurance Finder. | 1 |
| 2023 | Homeowners | CIC | 678(e) | A notice of nonrenewal for policies expiring on or after July 1, 2021, shall be accompanied by the information outlined in the statute - ie. Home Finder, FAIR Plan, DIC. | 17 |
| 2023 | Homeowners | CIC | 10095(h) | Every insurer member of the plan shall provided to applicants who are denied coverage the toll free number for the CA FAIR Plan | 1 |
| 2023 | Homeowners | CCR | 2695.183(g)(1) | HO company must provide insured with copy of replacement cost estimate | 1 |
| 2023 | Homeowners | CIC | 38.6(b)(7) | If a record is transmitted electronically, a licensee shall maintain a process or system that demonstrates proof of delivery and actual receipt of the record by the person. | 20 |
| 2023 | Homeowners | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 4 |
| 2023 | Homeowners | CCR | 2644.9(i) | Insurer shall provide information regarding right to appeal; receive and respond to policyholder/applicant appeals within the specified timelines. | 1 |
| 2023 | Homeowners | CCR | 2644.9(h)(3) | Insurer shall provide policyholder with risk score or classification at least 75 days prior to nonrenewal. | 1 |
| 2023 | Homeowners | CCR | 2644.9(k)(3) | Insurer shall provide policyholder/applicant a detailed written explanation of the assigned score or classification. | 1 |
| 2023 | Homeowners | CCR | 2644.9(k)(1) | Insurer shall provide policyholder/applicant the range of scores or classification that could possibly be assigned to any policyholder or applicant. | 1 |
| 2023 | Homeowners | CCR | 2644.9(k)(2) | Insurer shall provide policyholder/applicant the relative position of the score or classification and the impact on the rate or premium. | 1 |
| 2023 | Homeowners | CCR | 2644.9(k)(3)(B) | Insurer shall provide the policyholder/applicant the amount of premium reduction that would be realized as a result of performing each mitigation measure. | 1 |
| 2023 | Homeowners | CCR | 2644.9(k)(3)(A) | Insurer shall provide to the policyholder/applicant which mitigation measure(s) can be taken to lower the score or classification. | 1 |
| 2023 | Homeowners | CCR | 2695.7(b)(1) | Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims. | 1 |
| 2023 | Homeowners | CCR | 2695.7(b)(3) | Must notify claimant that claim denial can be reviewed by the California Department of Insurance. | 1 |
| 2023 | Homeowners | CCR | 2695.7(c)(1) | Must notify in writing every 30 calendar days if more time is required to investigate claim. | 1 |
| 2023 | Homeowners | CCR | 2695.7(h) | Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. | 1 |
| 2023 | Homeowners | CCR | 2695.5(b) | Must provide complete response to claimant inquiries within 15 calendar days. | 4 |
| 2023 | Homeowners | CIC | 678(a)(1)(B)(i) | Notice of nonrenewal shall contain the specific reason(s) for the nonrenewal. | 1 |
| 2023 | Homeowners | CIC | 38.6(b)(3) | The opt-in disclosure must display signature and retention of agreement. | 20 |
| 2023 | Homeowners | 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 | Homeowners | CIC | 14046(b) | Within 15 days after notice of claim, insurer must provide claimant with copy of annual CDI notice describing the most significant insurance laws pertaining to property insurance policies. | 5 |
| 2023 | Homeowners | CIC | 38.6(b)(1) | A licensee must obtain consent from the person to opt in for electronic transactions | 20 |
| 2023 | Misc Lines | CIC | 38.6(b)(3) | The opt-in disclosure must display signature and retention of agreement. | 1 |
| 2023 | Misc Lines | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 2 |
| 2023 | Misc Lines | CIC | 38.6(b)(1) | A licensee must obtain consent from the person to opt in for electronic transactions | 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 | Homeowners | 11.71 | 2.720 | 5.43 | 2.00 |
If complaint data does not appear for this company, this link will provide you with an explanation.
Copyright © California Department of Insurance
