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 |
|---|---|---|---|---|---|
| 2023 | 1229 | 285 | 416 | 528 | 41 |
| 2022 | 892 | 200 | 348 | 344 | 36 |
| 2021 | 837 | 221 | 276 | 340 | 53 |
| Violation Study |
| Year | Line of Coverage | Law | Section | Summarized Description of Law | # of Alleged Violations |
|---|---|---|---|---|---|
| 2023 | 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 |
| 2023 | Fire | CCR | 2695.7(c)(1) | Must notify in writing every 30 calendar days if more time is required to investigate claim. | 1 |
| 2023 | Fire | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 3 |
| 2023 | Fire | CCR | 2695.7(b)(3) | Must notify claimant that claim denial can be reviewed by the California Department of Insurance. | 1 |
| 2023 | Fire | CCR | 2695.7(b)(1) | Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims. | 1 |
| 2023 | Fire | CCR | 2694a5 | Failed to respond or did not provide a complete response | 2 |
| 2023 | Fire | CCR | 2695.7(h) | Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. | 1 |
| 2023 | Homeowners | CCR | 2695.183(g)(1) | HO company must provide insured with copy of replacement cost estimate | 1 |
| 2023 | Homeowners | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 15 |
| 2023 | Homeowners | CCR | 2695.7(d) | Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. | 2 |
| 2023 | Homeowners | CCR | 2644.9(i) | Insurer shall provide information regarding right to appeal; receive and respond to policyholder/applicant appeals within the specified timelines. | 5 |
| 2023 | Homeowners | CCR | 2644.9(h)(2) | Insurer shall provide policyholder with risk score or classification at least 45 days prior to renewal. | 1 |
| 2023 | Homeowners | CCR | 2644.9(k)(3) | Insurer shall provide policyholder/applicant a detailed written explanation of the assigned score or classification. | 5 |
| 2023 | Homeowners | CCR | 2644.9(k)(2) | Insurer shall provide policyholder/applicant the relative position of the score or classification and the impact on the rate or premium. | 5 |
| 2023 | Homeowners | CCR | 2644.9(k)(3)(B) | Insurer shall provide the policyholder/applicant the amount of premium reduction that would be realized as a result of performing each mitigation measure. | 5 |
| 2023 | Homeowners | CCR | 2644.9(k)(3)(A) | Insurer shall provide to the policyholder/applicant which mitigation measure(s) can be taken to lower the score or classification. | 1 |
| 2023 | Homeowners | CIC | 790.03h1 | Misrepresenting facts or policy provisions. | 1 |
| 2023 | Homeowners | CCR | 2695.7(b)(3) | Must notify claimant that claim denial can be reviewed by the California Department of Insurance. | 1 |
| 2023 | Homeowners | CCR | 2695.5(b) | Must provide complete response to claimant inquiries within 15 calendar days. | 2 |
| 2023 | Homeowners | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 17 |
| 2023 | 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. | 2 |
| 2023 | Homeowners | CIC | 678(a)(1)(B)(i) | Notice of nonrenewal shall contain the specific reason(s) for the nonrenewal. | 1 |
| 2023 | Homeowners | CIC | 679.5 | Proof of mailing property insurance | 1 |
| 2023 | Homeowners | CCR | 2695.3(a) | File must contain all documents. | 2 |
| 2023 | Homeowners | CIC | 880 | Failure of insurer to use own name | 2 |
| 2023 | Homeowners | CIC | 790.03h3 | Failing to adopt & implement standards for the prompt investigation & processing of claims | 4 |
| 2023 | Homeowners | CCR | 2694a5 | Failed to respond or did not provide a complete response | 2 |
| 2023 | Homeowners | CIC | 1861.05a | Excessive, inadequate, unfairly discriminatory rates | 2 |
| 2023 | 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 insurance laws pertaining to property insurance policies. | 1 |
| 2023 | Homeowners | CIC | 2071. | California Standard form Fire Insurance policy | 1 |
| 2023 | Homeowners | CIC | 10103.5(a) | Every California Residential Property Insurance Disclosure shall be accompanied by a Calif. Residential Property Bill of Rights | 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 |
|---|---|---|---|---|---|
| 2023 | Commercial Multi-Peril | .01 | 7.707 | 7.14 | .93 |
| 2023 | Homeowners | 1.59 | 18.047 | 4.90 | .27 |
If complaint data does not appear for this company, this link will provide you with an explanation.
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