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 | 112 | 38 | 39 | 35 | 19 |
| 2022 | 57 | 25 | 10 | 22 | 5 |
| 2021 | 56 | 26 | 17 | 13 | 9 |
| Violation Study |
| Year | Line of Coverage | Law | Section | Summarized Description of Law | # of Alleged Violations |
|---|---|---|---|---|---|
| 2023 | Automobile | CIC | 11580.011 | Coverage for replacement of child passenger restraint system; insurer obligation | 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 | CIC | 790.03h3 | Failing to adopt & implement standards for the prompt investigation & processing of claims | 1 |
| 2023 | Automobile | CIC | 1861.05a | Excessive, inadequate, unfairly discriminatory rates | 1 |
| 2023 | Automobile | CCR | 2632.13(e)(1) | Provide written notice of investigation including any principally at-fault determination | 1 |
| 2023 | Automobile | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 2 |
| 2023 | Automobile | CCR | 2695.5(b) | Must provide complete response to claimant inquiries within 15 calendar days. | 3 |
| 2023 | Automobile | CCR | 2695.7(c)(1) | Must notify in writing every 30 calendar days if more time is required to investigate claim. | 1 |
| 2023 | 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 |
| 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 | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 1 |
| 2023 | Automobile | CCR | 2695.3(a) | File must contain all documents. | 2 |
| 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. | 7 |
| 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. | 9 |
| 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. | 7 |
| 2023 | Homeowners | CCR | 2644.9(k)(3) | Insurer shall provide policyholder/applicant a detailed written explanation of the assigned score or classification. | 6 |
| 2023 | Homeowners | CCR | 2644.9(h)(2) | Insurer shall provide policyholder with risk score or classification at least 45 days prior to renewal. | 2 |
| 2023 | Homeowners | CIC | 790.03h3 | Failing to adopt & implement standards for the prompt investigation & processing of claims | 1 |
| 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. | 4 |
| 2023 | Homeowners | CCR | 2644.9(h) | Insurer utilizing wildfire risk model must has written procedures. | 1 |
| 2023 | Homeowners | CCR | 2695.5(b) | Must provide complete response to claimant inquiries within 15 calendar days. | 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. | 9 |
| 2023 | Homeowners | CCR | 2644.9(l) | Insurer shall provide policyholder or applicant of right to contact the Department regarding the appeal decision; provide the Department's toll free number and website information. | 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 | 16.64 | .467 | 1.32 | 2.84 |
| 2023 | Personal Auto | 5.74 | .523 | .83 | 1.58 |
If complaint data does not appear for this company, this link will provide you with an explanation.
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