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
2012	158	45	61	52	20
2011	130	33	55	42	9
2010	143	37	57	49	10

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
2012	Automobile	CCR	2694a5	Failed to respond or did not provide a complete response	1
2012	Automobile	CCR	2695.7b3	Must notify claimant that claim denial can be reviewed by the California Dept. of Insurance.	1
2012	Automobile	CCR	2694a3	In contravention of own rules, policies, procedures, guidelines	2
2012	Automobile	CCR	2695.7b	Must accept/deny or provide written delay notice within 40 calendar days of proof of claim.	3
2012	Automobile	CIC	1861.05a	Excessive, inadequate, unfairly discriminatory rates	1
2012	Automobile	CCR	2695.7c1	Must notify in writing every 30 calendar days if more time is required to investigate claim.	5
2012	Automobile	CIC	662	Mailing or delivery of notice of cancellation	1
2012	Automobile	CIC	1861.03c	Non-valid cancellation/nonrenewal for auto	1
2012	Automobile	CIC	880	Failure of insurer to use own name	1
2012	Automobile	CIC	790.03h1	Misrepresenting facts or policy provisions.	1
2012	Fire	CCR	2695.7c1	Must notify in writing every 30 calendar days if more time is required to investigate claim.	1
2012	Fire	CIC	790.03h1	Misrepresenting facts or policy provisions.	1
2012	Fire	CCR	2694a3	In contravention of own rules, policies, procedures, guidelines	1
2012	Homeowners	CCR	2695.7g	Cannot attempt settlement with unreasonably low offers. See subsections 1-7.	3
2012	Homeowners	CCR	2695.7d	Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant.	2
2012	Homeowners	CCR	2695.9d	Settlement based on written scope and/or estimate prepared by or for the insurer - Standards.	1
2012	Homeowners	CIC	1857	Maintenance of records	1
2012	Homeowners	CCR	2695.7b	Must accept/deny or provide written delay notice within 40 calendar days of proof of claim.	2
2012	Homeowners	CCR	2695.7c1	Must notify in writing every 30 calendar days if more time is required to investigate claim.	4
2012	Homeowners	CCR	2695.7b1	Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims.	1
2012	Homeowners	CCR	2695.7h	Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations.	1
2012	Homeowners	CIC	791.28	Residential Property; Insurer must disclose to insured that it reports claims info to claims info database.	3
2012	Homeowners	CCR	2695.5a	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
2012	Commercial Multi-Peril	.23	.106	2.56	24.15
2012	Personal Auto	3.63	1.291	1.58	1.22
2012	Homeowners	2.59	2.656	1.62	.61
2012	Surety and Fidelity	.00	5.042	.00	.00

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