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 |
---|---|---|---|---|---|
2022 | 1177 | 348 | 259 | 570 | 117 |
2021 | 949 | 269 | 252 | 428 | 94 |
2020 | 1180 | 289 | 321 | 570 | 80 |
Violation Study |
Year | Line of Coverage | Law | Section | Summarized Description of Law | # of Alleged Violations |
---|---|---|---|---|---|
2022 | Automobile | CCR | 2695.7(c)(1) | Must notify in writing every 30 calendar days if more time is required to investigate claim. | 1 |
2022 | Automobile | CCR | 2695.7(b)(3) | Must notify claimant that claim denial can be reviewed by the California Department of Insurance. | 4 |
2022 | Automobile | CCR | 2695.5(b) | Must provide complete response to claimant inquiries within 15 calendar days. | 6 |
2022 | Automobile | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 13 |
2022 | Automobile | CCR | 2695.7(h) | Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. | 3 |
2022 | Automobile | CCR | 2695.3(b)(3) | Must maintain claim files that are accessible, legible and capable of duplication to hard copy for current and preceding 4 years | 1 |
2022 | Automobile | CCR | 2695.5(e)(2) | Must supply forms, instructions and assistance within 15 calendar days of claim notification. | 1 |
2022 | Automobile | CCR | 2695.8(e)(3) | No insurer shall communicate false, deceptive or misleading information to the claimant. | 1 |
2022 | Automobile | CIC | 790.03h5 | Not attempting to effectuate prompt, fair, & equitable settlement when liability clear. | 2 |
2022 | 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 co | 1 |
2022 | Automobile | CIC | 481.5a | Personal Lines - Failure to return premium in a timely manner | 1 |
2022 | Automobile | CCR | 2695.8(f)(3) | Reasonably adjust the claimant's estimate. | 10 |
2022 | 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 |
2022 | Automobile | CCR | 2695.8(f) | Standards for the preparation of auto repair estimates on partial losses. | 3 |
2022 | 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 |
2022 | Automobile | CIC | 1861.05 | Approval of insurance rates | 1 |
2022 | 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 |
2022 | Automobile | CIC | 1861.05a | Excessive, inadequate, unfairly discriminatory rates | 2 |
2022 | Automobile | CCR | 2694a5 | Failed to respond or did not provide a complete response | 2 |
2022 | Automobile | CIC | 790.03h2 | Failing to acknowledge and act promptly upon communications. | 1 |
2022 | Automobile | CIC | 790.03h3 | Failing to adopt & implement standards for the prompt investigation & processing of claims | 9 |
2022 | Automobile | CIC | 880 | Failure of insurer to use own name | 3 |
2022 | Automobile | CCR | 2695.3(a) | File must contain all documents. | 4 |
2022 | Automobile | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 17 |
2022 | Automobile | CCR | 2695.8(e)(4) | Insurer cannot require claimant to travel an unreasonable distance or wait an unreasonable period of time. | 42 |
2022 | Automobile | CCR | 2695.7(d) | Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. | 5 |
2022 | Automobile | CCR | 2695.7(f) | Insurer shall provide written notice 60 days before expiration of statute of limitations. 30 days prior for UM claim. | 4 |
2022 | Automobile | CCR | 2695.8(b) | Must apply standards when evaluating auto total loss claims-see Regulations. | 1 |
2022 | Automobile | CCR | 2695.7(b)(1) | Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims. | 7 |
2022 | Automobile | CCR | 2695.4(a) | Must disclose all benefits, time limits and possible applicable provisions to 1st party claimants. | 3 |
2022 | Disability | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 1 |
2022 | Disability | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 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 |
---|---|---|---|---|---|
2022 | Commercial Auto | .02 | 2.756 | 3.49 | 1.27 |
2022 | Personal Auto | 2.99 | 12.754 | 8.42 | .66 |
If complaint data does not appear for this company, this link will provide you with an explanation.
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