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 |
|---|---|---|---|---|---|
| 2024 | 1140 | 296 | 522 | 322 | 57 |
| 2023 | 960 | 242 | 353 | 365 | 48 |
| 2022 | 734 | 188 | 299 | 247 | 37 |
| Violation Study |
| Year | Line of Coverage | Law | Section | Summarized Description of Law | # of Alleged Violations |
|---|---|---|---|---|---|
| 2024 | Automobile | CIC | 1861.05 | Approval of insurance rates | 1 |
| 2024 | Automobile | CIC | 663a1 | at least 20 days before expiration, the insurer shall deliver a written or verbal offer of renewal, contingent upon payment | 1 |
| 2024 | 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. | 3 |
| 2024 | Automobile | CIC | 663 | Policy expiration; delivery or mailing of renewal offer or nonrenewal | 1 |
| 2024 | Automobile | CIC | 678(a)(1)(B)(i) | Notice of nonrenewal shall contain the specific reason(s) for the nonrenewal. | 1 |
| 2024 | Automobile | CIC | 790.03h5 | Not attempting to effectuate prompt, fair, & equitable settlement when liability clear. | 1 |
| 2024 | Automobile | CCR | 2695.5(e)(2) | Must supply forms, instructions and assistance within 15 calendar days of claim notification. | 1 |
| 2024 | Automobile | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 4 |
| 2024 | Automobile | CCR | 2695.5(b) | Must provide complete response to claimant inquiries within 15 calendar days. | 3 |
| 2024 | Automobile | CIC | 1861.05a | Excessive, inadequate, unfairly discriminatory rates | 2 |
| 2024 | Automobile | CCR | 2694a5 | Failed to respond or did not provide a complete response | 5 |
| 2024 | Automobile | CIC | 790.03h3 | Failing to adopt & implement standards for the prompt investigation & processing of claims | 3 |
| 2024 | Automobile | CCR | 2695.3(a) | File must contain all documents. | 1 |
| 2024 | Automobile | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 25 |
| 2024 | Automobile | CCR | 2695.7(d) | Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. | 3 |
| 2024 | Automobile | CCR | 2695.7(f) | Insurer shall provide written notice 60 days before expiration of statute of limitations. 30 days prior for UM claim. | 1 |
| 2024 | Automobile | 03 | JUSTIFIED COMPLAINT REGULATIONS | 1 | |
| 2024 | Automobile | CCR | 2695.4(a) | Must disclose all benefits, time limits and possible applicable provisions to 1st party claimants. | 1 |
| 2024 | Automobile | CCR | 2695.7(c)(1) | Must notify in writing every 30 calendar days if more time is required to investigate claim. | 1 |
| 2024 | Homeowners | CCR | 2695.183(e) | Licensee shall annually take necessary steps to keep replacement cost current | 1 |
| 2024 | Homeowners | CIC | 678(c)(1) | Nonrenewals on or after 7/1/2020 shall require at least 75 days notice prior to expiration; notices issued effective 7/1/22 must comply with CCP 1013 if mailed. | 1 |
| 2024 | Homeowners | CIC | 880 | Failure of insurer to use own name | 1 |
| 2024 | Homeowners | CCR | 2695.7(b)(3) | Must notify claimant that claim denial can be reviewed by the California Department of Insurance. | 2 |
| 2024 | Homeowners | CCR | 2694a5 | Failed to respond or did not provide a complete response | 1 |
| 2024 | Homeowners | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 1 |
| 2024 | Homeowners | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 14 |
| 2024 | Homeowners | CIC | 1861.01c | Violation of prior approval rating law | 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 |
|---|---|---|---|---|---|
| 2024 | Homeowners | 1.87 | 7.527 | 1.35 | .18 |
| 2024 | Personal Auto | 1.30 | 10.155 | 2.53 | .25 |
If complaint data does not appear for this company, this link will provide you with an explanation.
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