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
2020	782	218	251	313	34
2019	592	191	172	229	66
2018	626	205	174	247	91

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
2020	Fire	CCR	2695.7b3	Must notify claimant that claim denial can be reviewed by the California Dept. of Insurance.	2
2020	Fire	CCR	2695.5a	Must respond to the California Department of Insurance within 21 calendar days.	4
2020	Fire	CIC	880	Failure of insurer to use own name	1
2020	Fire	CCR	2694a3	In contravention of own rules, policies, procedures, guidelines	1
2020	Homeowners	CIC	880	Failure of insurer to use own name	3
2020	Homeowners	CCR	2695.183(g)(1)	HO company must provide insured with copy of replacement cost estimate	1
2020	Homeowners	CCR	2694a3	In contravention of own rules, policies, procedures, guidelines	7
2020	Homeowners	CCR	2695.9d3	Insurer must adjust written estimate provided by claimant and provide a copy of the adjusted estimate to the claimant	1
2020	Homeowners	CCR	2695.7d	Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant.	3
2020	Homeowners	CCR	2695.4a	Must disclose all benefits, time limits & possible applicable provisions to 1st party claimants.	1
2020	Homeowners	CCR	2695.7b3	Must notify claimant that claim denial can be reviewed by the California Dept. of Insurance.	5
2020	Homeowners	CCR	2695.7c1	Must notify in writing every 30 calendar days if more time is required to investigate claim.	2
2020	Homeowners	CCR	2695.7h	Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations.	1
2020	Homeowners	CCR	2695.5b	Must provide complete response to claimant inquiries within 15 calendar days.	3
2020	Homeowners	CIC	790.03h3	Failing to adopt & implement standards for the prompt investigation & processing of claims	1
2020	Homeowners	CCR	2694a5	Failed to respond or did not provide a complete response	1
2020	Homeowners	CIC	14046(b)	Within 15 days after notice of claim, insurer must provide claimant with copy of annual CDI notice describing the most significant	8
2020	Homeowners	CIC	678(a)	An insurer shall deliver to the named insured an offer to renew at least 45 days in advance; or 45 days notice of nonrenewal until	1
2020	Homeowners	CIC	2071.	California Standard form Fire Insurance policy	2
2020	Homeowners	CIC	14047(a)	Primary point of contact must be assigned on claim due to declared emergency if 3rd adjuster assigned in 6 months	1
2020	Homeowners	CCR	2695.5a	Must respond to the California Department of Insurance within 21 calendar days.	8
2020	Misc Lines	CIC	677.2	Requirements for cancellation notices for policies covered by 675.5	1
2020	Misc Lines	CCR	2694a3	In contravention of own rules, policies, procedures, guidelines	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
2020	Commercial Multi-Peril	.00	6.953	5.88	.85
2020	Homeowners	1.40	18.592	6.97	.37

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