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 | 973 | 250 | 328 | 395 | 63 |
| 2022 | 710 | 186 | 228 | 296 | 32 |
| 2021 | 654 | 159 | 259 | 236 | 39 |
| Violation Study |
| Year | Line of Coverage | Law | Section | Summarized Description of Law | # of Alleged Violations |
|---|---|---|---|---|---|
| 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. | 2 |
| 2023 | 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 who made the original determination | 1 |
| 2023 | Automobile | CIC | 880 | Failure of insurer to use own name | 1 |
| 2023 | Automobile | CIC | 790.03h3 | Failing to adopt & implement standards for the prompt investigation & processing of claims | 1 |
| 2023 | Automobile | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 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 | 2695.5(b) | Must provide complete response to claimant inquiries within 15 calendar days. | 5 |
| 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 | 2694a5 | Failed to respond or did not provide a complete response | 3 |
| 2023 | Automobile | CCR | 2695.8(d) | Cannot require 3rd party to file under own auto policy to avoid payment when liability clear. | 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. | 12 |
| 2023 | Homeowners | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 3 |
| 2023 | 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. | 25 |
| 2023 | Homeowners | CIC | 678(a)(1)(B)(i) | Notice of nonrenewal shall contain the specific reason(s) for the nonrenewal. | 1 |
| 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 | 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. | 10 |
| 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. | 11 |
| 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)(3) | Insurer shall provide policyholder/applicant a detailed written explanation of the assigned score or classification. | 6 |
| 2023 | Homeowners | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 9 |
| 2023 | Homeowners | CCR | 2694a5 | Failed to respond or did not provide a complete response | 3 |
| 2023 | Homeowners | CIC | 1861.05a | Excessive, inadequate, unfairly discriminatory rates | 2 |
| 2023 | Homeowners | CIC | 675.1(b)(1) | Cancellation/nonrenewal prohibited for residential property insurance for one year from declaration of emergency in any zip code as determined within or adjacent to the fire perimeter. | 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. | 2 |
| 2023 | Homeowners | CIC | 678(c)(2) | 75 day extension if insurer fails to give notice of nonrenewal for a policy that expires on or after July 1, 2020. | 1 |
| 2023 | Homeowners | CCR | 2644.9(j) | An agent or broker shall receive and forward appeals to the insurer within the specified timeframes; insurer must respond to appeals within the specified timelines. | 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 | 8.06 | 4.918 | 6.75 | 1.37 |
| 2023 | Personal Auto | .54 | 6.823 | 1.01 | .15 |
If complaint data does not appear for this company, this link will provide you with an explanation.
Copyright © California Department of Insurance
