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 | 500 | 144 | 216 | 140 | 27 |
| 2023 | 273 | 72 | 70 | 131 | 18 |
| 2022 | 175 | 48 | 42 | 85 | 13 |
| Violation Study |
| Year | Line of Coverage | Law | Section | Summarized Description of Law | # of Alleged Violations |
|---|---|---|---|---|---|
| 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 | CIC | 11580.011 | Coverage for replacement of child passenger restraint system; insurer obligation | 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. | 2 |
| 2024 | Automobile | CCR | 2695.5(b) | Must provide complete response to claimant inquiries within 15 calendar days. | 1 |
| 2024 | Automobile | CCR | 2694a5 | Failed to respond or did not provide a complete response | 2 |
| 2024 | Automobile | CCR | 2695.3(a) | File must contain all documents. | 1 |
| 2024 | Automobile | CCR | 2632.13(e)(1) | Provide written notice of investigation including any principally at-fault determination | 1 |
| 2024 | Automobile | CIC | 790.03h2 | Failing to acknowledge and act promptly upon communications. | 1 |
| 2024 | Automobile | CCR | 2632.19b1 | Substantial increase in hazard, 30 day request requirement for information | 1 |
| 2024 | Automobile | CIC | 880 | Failure of insurer to use own name | 1 |
| 2024 | Automobile | CIC | 1861.05a | Excessive, inadequate, unfairly discriminatory rates | 1 |
| 2024 | Automobile | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 4 |
| 2024 | Fire | CCR | 2695.7(c)(1) | Must notify in writing every 30 calendar days if more time is required to investigate claim. | 1 |
| 2024 | Fire | CCR | 2695.7(b)(3) | Must notify claimant that claim denial can be reviewed by the California Department of Insurance. | 1 |
| 2024 | Fire | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 1 |
| 2024 | Fire | CIC | 880 | Failure of insurer to use own name | 1 |
| 2024 | Fire | CIC | 790.03h3 | Failing to adopt & implement standards for the prompt investigation & processing of claims | 1 |
| 2024 | Fire | CCR | 2694a5 | Failed to respond or did not provide a complete response | 2 |
| 2024 | Fire | 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. | 1 |
| 2024 | Fire | CIC | 10095(h) | Every insurer member of the plan shall provided to applicants who are denied coverage the toll free number for the CA FAIR Plan | 1 |
| 2024 | Fire | CIC | 791.28 | Residential Property; Insurer must disclose to insured that it reports claims info to claims info database. | 1 |
| 2024 | Fire | CIC | 679.5 | Proof of mailing property insurance | 1 |
| 2024 | Fire | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 1 |
| 2024 | Fire | CCR | 2695.5(b) | Must provide complete response to claimant inquiries within 15 calendar days. | 1 |
| 2024 | Homeowners | CCR | 2694a1 | Noncompliance with specific provision(s) of CIC, CCR, etc. | 1 |
| 2024 | 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. | 3 |
| 2024 | Homeowners | CIC | 678(a)(1)(B)(i) | Notice of nonrenewal shall contain the specific reason(s) for the nonrenewal. | 1 |
| 2024 | Homeowners | CIC | 664 | Proof of mailing as proof of notice | 1 |
| 2024 | Homeowners | CCR | 2694a5 | Failed to respond or did not provide a complete response | 2 |
| 2024 | Homeowners | CIC | 679.5 | Proof of mailing property insurance | 1 |
| 2024 | Homeowners | CCR | 2695.7(h) | Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. | 1 |
| 2024 | Homeowners | CIC | 2060(a) | Requirement to provide a list of covered items when insured made a claim for additional living expenses under a homeowners policy. | 1 |
| 2024 | Homeowners | CIC | 10095(h) | Every insurer member of the plan shall provided to applicants who are denied coverage the toll free number for the CA FAIR Plan | 1 |
| 2024 | Homeowners | CCR | 2695.5(b) | Must provide complete response to claimant inquiries within 15 calendar days. | 1 |
| 2024 | Homeowners | CCR | 2695.183(g)(2) | requires insurers to include the Section 2695.183(a) information in the dwelling replacement cost estimates | 1 |
| 2024 | Homeowners | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 3 |
| 2024 | Homeowners | CCR | 2695.183(g)(1) | HO company must provide insured with copy of replacement cost estimate | 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 Multi-Peril | .00 | .140 | .00 | .00 |
| 2024 | Surety and Fidelity | .00 | .170 | .00 | .00 |
| 2024 | Personal Auto | 3.05 | 1.217 | .71 | .59 |
| 2024 | Homeowners | 5.24 | 2.237 | 1.12 | .50 |
If complaint data does not appear for this company, this link will provide you with an explanation.
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