Company Profile
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
2020 835 199 335 301 56
2019 980 285 298 397 76
2018 851 192 256 403 60

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
2020 Automobile CCR 2695.7g Cannot attempt settlement with unreasonably low offers. See subsections 1-7. 1
2020 Automobile CCR 2632.13(e)(2) Respond in writing to a request for reconsideration of principally at-fault determination within 30 days by an employee other than 2
2020 Automobile CCR 2695.8c Reopen file if notified within 35 calendar days that ACV too low to purchase comparable car. 1
2020 Automobile CIC 790.03h5 Not attempting to effectuate prompt, fair, & equitable settlement when liability clear. 1
2020 Automobile CCR 2695.5a Must respond to the California Department of Insurance within 21 calendar days. 3
2020 Automobile CCR 2695.5b Must provide complete response to claimant inquiries within 15 calendar days. 3
2020 Automobile CCR 2695.7h Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. 1
2020 Automobile CCR 2695.7b3 Must notify claimant that claim denial can be reviewed by the California Dept. of Insurance. 2
2020 Automobile CCR 2695.7b1 Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims. 2
2020 Automobile CCR 2695.7d Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. 1
2020 Automobile CCR 2694a3 In contravention of own rules, policies, procedures, guidelines 3
2020 Automobile CIC 880 Failure of insurer to use own name 2
2020 Automobile CIC 790.03h3 Failing to adopt & implement standards for the prompt investigation & processing of claims 3
2020 Automobile CCR 2695.8d Cannot require 3rd party to file under own auto policy to avoid payment when liability clear. 1
2020 Fire CCR 2695.7b3 Must notify claimant that claim denial can be reviewed by the California Dept. of Insurance. 1
2020 Homeowners CIC 675.1a Adjustment to limits after a total loss, during reconstruction 1
2020 Homeowners CIC 1857 Maintenance of records 1
2020 Homeowners CIC 790.03h1 Misrepresenting facts or policy provisions. 1
2020 Homeowners CCR 2695.5a Must respond to the California Department of Insurance within 21 calendar days. 2
2020 Homeowners CCR 2694a3 In contravention of own rules, policies, procedures, guidelines 14
2020 Homeowners CIC 678(c)(1) For nonrenewals on or effective July 1, 2020, an insurer shall deliver to the named insured a notice of non-renewal at least 75 da 1
2020 Homeowners CCR 2695.3a File must contain all documents. 1
2020 Homeowners CIC 679.5 Proof of mailing property insurance 2
2020 Homeowners CIC 790.03h3 Failing to adopt & implement standards for the prompt investigation & processing of claims 1
2020 Homeowners CCR 2695.7b1 Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims. 1
2020 Homeowners CCR 2694a5 Failed to respond or did not provide a complete response 8
2020 Homeowners CIC 1861.05a Excessive, inadequate, unfairly discriminatory rates 4
2020 Homeowners CCR 2360.2 Eligibility guidelines 17
2020 Homeowners CIC 791.28 Residential Property; Insurer must disclose to insured that it reports claims info to claims info database. 1
2020 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 2
2020 Homeowners CCR 2695.183(e) Licensee shall annually take necessary steps to keep replacement cost current 1
2020 Homeowners CCR 2695.183(a) Lists the dwelling expenses and characteristics that must be included in the dwelling replacement cost estimate. 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
2020 Homeowners 5.77 5.238 8.09 1.54
2020 Personal Auto 1.01 6.739 2.18 .32

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


Last Revised - December 03, 2007 11:57 AM
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