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 | 2035 | 499 | 525 | 1011 | 145 |
| 2023 | 1565 | 460 | 335 | 770 | 111 |
| 2022 | 1177 | 348 | 259 | 570 | 117 |
| Violation Study |
| Year | Line of Coverage | Law | Section | Summarized Description of Law | # of Alleged Violations |
|---|---|---|---|---|---|
| 2024 | Automobile | CCR | 2695.7(g) | Cannot attempt settlement with unreasonably low offers. See subsections 1-7. | 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. | 4 |
| 2024 | Automobile | CIC | 1861.05a | Excessive, inadequate, unfairly discriminatory rates | 7 |
| 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 | 8 |
| 2024 | Automobile | CIC | 11580.011 | Coverage for replacement of child passenger restraint system; insurer obligation | 1 |
| 2024 | Automobile | CCR | 2695.5(e)(3) | Upon receiving notice of claim, insurer must begin investigation immediately but in no event more than 15 calendar days later. | 1 |
| 2024 | Automobile | CCR | 2695.8(b)(1) | Total loss settlement must include taxes, transfer fees, and licensing fees. | 1 |
| 2024 | Automobile | CCR | 2695.8(f) | Standards for the preparation of auto repair estimates on partial losses. | 1 |
| 2024 | Automobile | CCR | 2695.3(a) | File must contain all documents. | 5 |
| 2024 | Automobile | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 22 |
| 2024 | Automobile | CCR | 2695.8(e)(4) | Insurer cannot require claimant to travel an unreasonable distance or wait an unreasonable period of time. | 58 |
| 2024 | Automobile | CCR | 2695.8(k) | Insurer must pay reasonable towing and storage charges and provide reasonable notice before terminating storage charge payment. | 1 |
| 2024 | Automobile | CCR | 2695.7(d) | Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. | 8 |
| 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. | 2 |
| 2024 | Automobile | CIC | 790.03h1 | Misrepresenting facts or policy provisions. | 1 |
| 2024 | Automobile | CCR | 2695.5(e)(1) | Must acknowledge notice of claim within 15 calendar days unless payment is made. | 2 |
| 2024 | Automobile | CCR | 2695.7(b)(1) | Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims. | 4 |
| 2024 | Automobile | CCR | 2695.3(b)(1) | Must maintain retrievable claim data that is accessible and legible for the current year and four preceding years. | 1 |
| 2024 | Automobile | CCR | 2695.7(b)(3) | Must notify claimant that claim denial can be reviewed by the California Department of Insurance. | 4 |
| 2024 | Automobile | CCR | 2695.7(h) | Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. | 3 |
| 2024 | Automobile | CCR | 2695.5(b) | Must provide complete response to claimant inquiries within 15 calendar days. | 9 |
| 2024 | Automobile | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 25 |
| 2024 | Automobile | CCR | 2695.5(e)(2) | Must supply forms, instructions and assistance within 15 calendar days of claim notification. | 2 |
| 2024 | Automobile | CIC | 790.03h5 | Not attempting to effectuate prompt, fair, & equitable settlement when liability clear. | 4 |
| 2024 | Automobile | CIC | 560(a) | Payment to repairer or to named insured and repairer required not later than 10 days subsequent to receipt of itemized bill for completed repairs. | 1 |
| 2024 | Automobile | CIC | 663 | Policy expiration; delivery or mailing of renewal offer or nonrenewal | 1 |
| 2024 | Automobile | CIC | 664 | Proof of mailing as proof of notice | 1 |
| 2024 | Automobile | CCR | 2632.13(e)(1) | Provide written notice of investigation including any principally at-fault determination | 3 |
| 2024 | Automobile | CCR | 2695.8(f)(3) | Reasonably adjust the claimant's estimate. | 14 |
| 2024 | 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 |
| 2024 | Automobile | CCR | 2695.8(b)(2) | Standards for determining comparable auto on total loss. | 2 |
| 2024 | Disability | CCR | 2695.7(b)(3) | Must notify claimant that claim denial can be reviewed by the California Department of Insurance. | 2 |
| 2024 | Disability | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 1 |
| 2024 | Disability | CIC | 790.03h5 | Not attempting to effectuate prompt, fair, & equitable settlement when liability clear. | 1 |
| 2024 | Disability | CIC | 790.03h3 | Failing to adopt & implement standards for the prompt investigation & processing of claims | 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 | Commercial Auto | .01 | 2.781 | 2.94 | 1.06 |
| 2024 | Personal Auto | 3.43 | 13.790 | 9.09 | .66 |
If complaint data does not appear for this company, this link will provide you with an explanation.
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