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 | 116 | 59 | 17 | 40 | 28 |
| 2021 | 52 | 31 | 7 | 14 | 15 |
| 2020 | 60 | 20 | 17 | 23 | 16 |
| Violation Study |
| Year | Line of Coverage | Law | Section | Summarized Description of Law | # of Alleged Violations |
|---|---|---|---|---|---|
| 2022 | Automobile | CIC | 38.6(b)(1) | A licensee must obtain consent from the person to opt in for electronic transactions | 4 |
| 2022 | Automobile | CIC | 381.1(b)(7) | At application, issuance and renewal insurer must provide policyholder with a list of all driver-related discounts applied | 1 |
| 2022 | Automobile | CIC | 381.1(b)(4) | At application, issuance, and renewal insurer must provide the years driving experience for each rated driver | 1 |
| 2022 | Automobile | CIC | 1861.02a | Auto insurance rates and premiums shall be determined by the application of the following factors in decreasing order of importanc | 1 |
| 2022 | Automobile | CCR | 2695.3(a) | File must contain all documents. | 1 |
| 2022 | Automobile | CIC | 38.6(b)(7) | If a record is transmitted electronically, a licensee shall maintain a process or system that demonstrates proof of delivery and a | 1 |
| 2022 | Automobile | CCR | 2695.8(e)(4) | Insurer cannot require claimant to travel an unreasonable distance or wait an unreasonable period of time. | 1 |
| 2022 | Automobile | CCR | 2695.5(e)(2) | Must supply forms, instructions and assistance within 15 calendar days of claim notification. | 2 |
| 2022 | Automobile | CIC | 655 | Proof of financial responsibility; filing of certificate | 1 |
| 2022 | Automobile | CIC | 664 | Proof of mailing as proof of notice | 2 |
| 2022 | Automobile | CCR | 2190.3 | Required records of agent, broker, or surplus lines broker | 2 |
| 2022 | Automobile | CIC | 38.6(b)(2)(A) | The opt in agreement to receive the record by electronic transmission is voluntary | 2 |
| 2022 | Automobile | CCR | 2695.5(e)(3) | Upon receiving notice of claim, insurer must begin investigation immediately but in no event more than 15 calendar days later. | 2 |
| 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. | 3 |
| 2022 | Automobile | CIC | 661 | Valid notice of cancellation | 1 |
| 2022 | Automobile | CCR | 2632.5c2Biii | Before renewal an insurer shall provide written notice of expiring mileage figure and renewal mileage figure | 1 |
| 2022 | Automobile | CIC | 11580.011 | Coverage for replacement of child passenger restraint system; insurer obligation | 5 |
| 2022 | Automobile | CIC | 1861.05a | Excessive, inadequate, unfairly discriminatory rates | 4 |
| 2022 | Automobile | CCR | 2694a5 | Failed to respond or did not provide a complete response | 2 |
| 2022 | Automobile | CIC | 790.03h3 | Failing to adopt & implement standards for the prompt investigation & processing of claims | 5 |
| 2022 | Automobile | CIC | 880 | Failure of insurer to use own name | 3 |
| 2022 | Automobile | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 5 |
| 2022 | Automobile | CCR | 2695.85 | Insurer must provide Auto Body Repair Consumer Bill of Rights to all automobile liability or collision insurance policyholders. | 1 |
| 2022 | Automobile | CCR | 2695.7(d) | Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. | 3 |
| 2022 | Automobile | CIC | 662 | Mailing or delivery of notice of cancellation | 2 |
| 2022 | Automobile | CCR | 2695.4(a) | Must disclose all benefits, time limits and possible applicable provisions to 1st party claimants. | 1 |
| 2022 | Automobile | CCR | 2695.7(b)(3) | Must notify claimant that claim denial can be reviewed by the California Department of Insurance. | 1 |
| 2022 | Automobile | CCR | 2695.5(b) | Must provide complete response to claimant inquiries within 15 calendar days. | 8 |
| 2022 | Automobile | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 4 |
| 2022 | Liability | CCR | 2695.5(a) | 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 |
|---|---|---|---|---|---|
| 2022 | Surety and Fidelity | .00 | .121 | .00 | .00 |
| 2022 | Commercial Auto | .00 | .158 | .00 | .00 |
| 2022 | Personal Auto | 30.35 | .311 | 2.09 | 6.70 |
| 2022 | Workers Compensation | .00 | .501 | .00 | .00 |
| 2022 | Commercial Multi-Peril | .00 | .573 | .00 | .00 |
If complaint data does not appear for this company, this link will provide you with an explanation.
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