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 | 781 | 164 | 315 | 302 | 38 |
| 2022 | 432 | 98 | 144 | 190 | 11 |
| 2021 | 421 | 91 | 156 | 174 | 23 |
| Violation Study |
| Year | Line of Coverage | Law | Section | Summarized Description of Law | # of Alleged Violations |
|---|---|---|---|---|---|
| 2023 | Automobile | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 1 |
| 2023 | Automobile | CCR | 2695.8(f) | Standards for the preparation of auto repair estimates on partial losses. | 2 |
| 2023 | Automobile | CCR | 2695.8(f)(3) | Reasonably adjust the claimant's estimate. | 1 |
| 2023 | Automobile | CIC | 663a1 | at least 20 days before expiration, the insurer shall deliver a written or verbal offer of renewal, contingent upon payment | 1 |
| 2023 | Automobile | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 2 |
| 2023 | Fire | CCR | 2694a5 | Failed to respond or did not provide a complete response | 1 |
| 2023 | Homeowners | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 4 |
| 2023 | Homeowners | CCR | 2695.7(b)(3) | Must notify claimant that claim denial can be reviewed by the California Department of Insurance. | 2 |
| 2023 | Homeowners | CCR | 2695.7(c)(1) | Must notify in writing every 30 calendar days if more time is required to investigate claim. | 1 |
| 2023 | Homeowners | CCR | 2695.7(h) | Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. | 1 |
| 2023 | Homeowners | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 12 |
| 2023 | Homeowners | CIC | 38.6(b)(4) | The email address of the person who has consented to electronic transmission shall be set forth on the consent disclosure. | 1 |
| 2023 | Homeowners | CCR | 2695.3(a) | File must contain all documents. | 1 |
| 2023 | Homeowners | CIC | 790.03h3 | Failing to adopt & implement standards for the prompt investigation & processing of claims | 1 |
| 2023 | Homeowners | CCR | 2694a5 | Failed to respond or did not provide a complete response | 1 |
| 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. | 2 |
| 2023 | Homeowners | CIC | 678(e) | A notice of nonrenewal for policies expiring on or after July 1, 2021, shall be accompanied by the information outlined in the statute - ie. Home Finder, FAIR Plan, DIC. | 20 |
| 2023 | Homeowners | CIC | 10095.7(b) | An applicant who is denied, or policyholder who is cancelled or non-renewed, shall be provided with information regarding the department’s California Home Insurance Finder. | 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 | Personal Auto | 2.94 | .340 | .28 | .81 |
| 2023 | Commercial Auto | .01 | 3.910 | 2.30 | .59 |
| 2023 | Homeowners | 5.17 | 4.957 | 4.37 | .88 |
If complaint data does not appear for this company, this link will provide you with an explanation.
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