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 |
|---|---|---|---|---|---|
| 2022 | 862 | 254 | 236 | 372 | 63 |
| 2021 | 657 | 195 | 221 | 241 | 40 |
| 2020 | 744 | 202 | 249 | 293 | 13 |
| Violation Study |
| Year | Line of Coverage | Law | Section | Summarized Description of Law | # of Alleged Violations |
|---|---|---|---|---|---|
| 2022 | Automobile | CCR | 2632.13(b) | An insurer shall not make a determination that a driver is principally at-fault unless the conditions in this subsection are met | 1 |
| 2022 | Automobile | 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. | 4 |
| 2022 | Automobile | CCR | 2632.19c | Circumstances that constitute substantial increase in hazard for nonrenewal | 20 |
| 2022 | Automobile | CCR | 2360.2 | Eligibility guidelines | 21 |
| 2022 | Automobile | CIC | 1861.05a | Excessive, inadequate, unfairly discriminatory rates | 1 |
| 2022 | Automobile | CIC | 790.03h2 | Failing to acknowledge and act promptly upon communications. | 1 |
| 2022 | Automobile | CIC | 790.03h3 | Failing to adopt & implement standards for the prompt investigation & processing of claims | 3 |
| 2022 | Automobile | CIC | 481.5 | Failure to return premium in a timely manner | 1 |
| 2022 | Automobile | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 10 |
| 2022 | Automobile | CIC | 1871.3b | Insurer can't require Affidavit of theft be notarized as insd also has option of signing in presence of agent, broker, adjuster | 1 |
| 2022 | Automobile | CCR | 2695.7(d) | Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. | 1 |
| 2022 | Automobile | CCR | 2695.8(b) | Must apply standards when evaluating auto total loss claims-see Regulations. | 2 |
| 2022 | Automobile | CCR | 2695.7(b)(1) | Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims. | 8 |
| 2022 | Automobile | CCR | 2695.7(b)(3) | Must notify claimant that claim denial can be reviewed by the California Department of Insurance. | 4 |
| 2022 | Automobile | CCR | 2695.7(h) | Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. | 4 |
| 2022 | Automobile | CCR | 2695.5(b) | Must provide complete response to claimant inquiries within 15 calendar days. | 1 |
| 2022 | Automobile | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 1 |
| 2022 | Automobile | CIC | 790.03h5 | Not attempting to effectuate prompt, fair, & equitable settlement when liability clear. | 2 |
| 2022 | Automobile | CCR | 2632.19e | Part of circumstance for substantial increase in hazard must have occurred after most recent issuance or renewal | 20 |
| 2022 | Automobile | CIC | 481.5a | Personal Lines - Failure to return premium in a timely manner | 2 |
| 2022 | Automobile | CCR | 2632.13(e)(1) | Provide written notice of investigation including any principally at-fault determination | 1 |
| 2022 | Automobile | CCR | 2695.8(f)(3) | Reasonably adjust the claimant's estimate. | 3 |
| 2022 | 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 | 2 |
| 2022 | Automobile | CCR | 2695.8(f) | Standards for the preparation of auto repair estimates on partial losses. | 2 |
| 2022 | Automobile | CCR | 2632.19 | Substantial increase in hazard Insured Against | 1 |
| 2022 | Automobile | CIC | 481.5d | Unearned premium that the insurer fails to tender shall bear interest at the rate of 10% per annum | 1 |
| 2022 | Automobile | CIC | 1861.03c1 | Auto cancellation and nonrenewal | 21 |
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 |
|---|---|---|---|---|---|
| 2022 | Personal Auto | 2.75 | 7.719 | 4.69 | .61 |
If complaint data does not appear for this company, this link will provide you with an explanation.
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