Company Complaint Information

Company Profile



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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	1180	289	321	570	80
2019	1208	276	358	574	82
2018	1203	273	345	585	80

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	2632.13(e)	An insurer shall diligently pursue a thorough, fair, and objective investigation before determining fault	2
2020	Automobile	CCR	2695.7f	Written notice before 60 days of expiration of statute of limitations on bodily injury claims.	5
2020	Automobile	CIC	11580.011	Coverage for replacement of child passenger restraint system; insurer obligation	4
2020	Automobile	CCR	2632.5c2Bii2	Default mileage may be used if insurer lacks sufficient info for reasonable estimate. Default figure must be filed and approved	1
2020	Automobile	CIC	38	Evidence of notice of mailing	1
2020	Automobile	CIC	1861.05a	Excessive, inadequate, unfairly discriminatory rates	5
2020	Automobile	CCR	2694a5	Failed to respond or did not provide a complete response	4
2020	Automobile	CIC	790.03h3	Failing to adopt & implement standards for the prompt investigation & processing of claims	4
2020	Automobile	CIC	880	Failure of insurer to use own name	1
2020	Automobile	CCR	2695.3a	File must contain all documents.	2
2020	Automobile	CCR	2632.12a	Good Driver Discount - 20% less than lowest rate	1
2020	Automobile	CIC	1861.025	Good driver discount policy	1
2020	Automobile	CCR	2694a3	In contravention of own rules, policies, procedures, guidelines	18
2020	Automobile	CCR	2695.7d	Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant.	7
2020	Automobile	CIC	790.03h1	Misrepresenting facts or policy provisions.	9
2020	Automobile	CCR	2695.7b	Must accept/deny or provide written delay notice within 40 calendar days of proof of claim.	3
2020	Automobile	CCR	2695.8b	Must apply standards when evaluating auto total loss claims-see Regulations.	1
2020	Automobile	CCR	2695.7b1	Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims.	6
2020	Automobile	CCR	2695.8e4	Must inspect vehicle timely	1
2020	Automobile	CCR	2695.7k1	Must make diligent attempt to verify fraud within 80 calendar days from suspicion of fraud.	1
2020	Automobile	CCR	2695.7b3	Must notify claimant that claim denial can be reviewed by the California Dept. of Insurance.	5
2020	Automobile	CCR	2695.7c1	Must notify in writing every 30 calendar days if more time is required to investigate claim.	5
2020	Automobile	CCR	2695.7h	Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations.	2
2020	Automobile	CCR	2695.5b	Must provide complete response to claimant inquiries within 15 calendar days.	1
2020	Automobile	CCR	2695.3b2	Must record date documents received.	1
2020	Automobile	CCR	2695.5a	Must respond to the California Department of Insurance within 21 calendar days.	11
2020	Automobile	CCR	2632.13(c)(6)	Not at fault due to solo accident caused by a hazardous condition, in the exercise of reasonable care, could not have been avoided	1
2020	Automobile	CIC	790.03h5	Not attempting to effectuate prompt, fair, & equitable settlement when liability clear.	1
2020	Automobile	CCR	2632.13(e)(1)	Provide written notice of investigation including any principally at-fault determination	2
2020	Automobile	CCR	2695.8f3	Reasonably adjust the claimant's estimate.	6
2020	Automobile	CIC	677.2	Requirements for cancellation notices for policies covered by 675.5	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	1
2020	Automobile	CCR	2632.13.1(a)	To purchase a Good Driver policy, the driver must be licensed for the previous three years in any jurisdiction.	1
2020	Automobile	CIC	677	Cancellation notice requirements	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	Commercial Auto	.00	2.856	7.58	2.65
2020	Personal Auto	2.10	12.140	8.19	.67

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