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
2021	278	128	60	90	35
2020	326	136	78	112	41
2019	571	131	68	119	53

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
2021	Automobile	CCR	2695.5e3	Must begin investigation within 15 calendar days of notification of claim.	2
2021	Automobile	CCR	2695.8b	Must apply standards when evaluating auto total loss claims-see Regulations.	1
2021	Automobile	CCR	2695.4a	Must disclose all benefits, time limits & possible applicable provisions to 1st party claimants.	1
2021	Automobile	CCR	2695.8e4	Must inspect vehicle timely	3
2021	Automobile	CCR	2695.7b3	Must notify claimant that claim denial can be reviewed by the California Dept. of Insurance.	5
2021	Automobile	CCR	2695.7c1	Must notify in writing every 30 calendar days if more time is required to investigate claim.	4
2021	Automobile	CCR	2695.7h	Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations.	2
2021	Automobile	CCR	2695.5b	Must provide complete response to claimant inquiries within 15 calendar days.	6
2021	Automobile	CCR	2695.5a	Must respond to the California Department of Insurance within 21 calendar days.	5
2021	Automobile	CCR	2695.5e2	Must supply forms, instructions & assistance within 15 calendar days of claim notification.	2
2021	Automobile	CCR	2695.8f3	Reasonably adjust the claimant's estimate.	1
2021	Automobile	CCR	2695.8c	Reopen file if notified within 35 calendar days that ACV too low to purchase comparable car.	3
2021	Automobile	CCR	2695.7f	Written notice before 60 days of expiration of statute of limitations on bodily injury claims.	2
2021	Automobile	CIC	790.03h3	Failing to adopt & implement standards for the prompt investigation & processing of claims	9
2021	Automobile	CIC	880	Failure of insurer to use own name	8
2021	Automobile	CCR	2695.7d	Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant.	2
2021	Automobile	CCR	2695.7b	Must accept/deny or provide written delay notice within 40 calendar days of proof of claim.	1
2021	Automobile	CCR	2695.7b1	Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party 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
2021	Personal Auto	13.45	.878	3.24	3.69

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