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 |
|---|---|---|---|---|---|
| 2024 | 997 | 544 | 169 | 284 | 281 |
| 2023 | 377 | 211 | 64 | 102 | 91 |
| 2022 | 116 | 59 | 17 | 40 | 28 |
| Violation Study |
| Year | Line of Coverage | Law | Section | Summarized Description of Law | # of Alleged Violations |
|---|---|---|---|---|---|
| 2024 | Automobile | CIC | 381(a) | A policy shall specify the parties between whom the contract is made | 1 |
| 2024 | 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. | 25 |
| 2024 | Automobile | CIC | 663a1 | at least 20 days before expiration, the insurer shall deliver a written or verbal offer of renewal, contingent upon payment | 3 |
| 2024 | Automobile | CCR | 2695.8(d) | Cannot require 3rd party to file under own auto policy to avoid payment when liability clear. | 1 |
| 2024 | Automobile | CIC | 791.13 | Disclosure of personal or privileged information | 1 |
| 2024 | Automobile | CIC | 1861.05a | Excessive, inadequate, unfairly discriminatory rates | 9 |
| 2024 | Automobile | CCR | 2694a5 | Failed to respond or did not provide a complete response | 4 |
| 2024 | Automobile | CIC | 790.03h2 | Failing to acknowledge and act promptly upon communications. | 2 |
| 2024 | Automobile | CIC | 790.03h3 | Failing to adopt & implement standards for the prompt investigation & processing of claims | 72 |
| 2024 | Automobile | CIC | 880 | Failure of insurer to use own name | 26 |
| 2024 | Automobile | CCR | 2695.3(a) | File must contain all documents. | 16 |
| 2024 | 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 actual receipt of the record by the person. | 2 |
| 2024 | Automobile | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 9 |
| 2024 | Automobile | CCR | 2632.13(e)(3) | An insurer shall comply with the reporting procedures when first reporting or modifying a principally at-fault accident to a loss underwriting exchange | 1 |
| 2024 | 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. | 10 |
| 2024 | Automobile | CCR | 2695.8(e)(4) | Insurer cannot require claimant to travel an unreasonable distance or wait an unreasonable period of time. | 15 |
| 2024 | Automobile | CCR | 2695.85 | Insurer must provide Auto Body Repair Consumer Bill of Rights to all automobile liability or collision insurance policyholders. | 3 |
| 2024 | Automobile | CCR | 2695.7(d) | Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. | 27 |
| 2024 | Automobile | CIC | 1729 | Licensee must notify department of change of address | 2 |
| 2024 | Automobile | CIC | 662 | Mailing or delivery of notice of cancellation | 2 |
| 2024 | Automobile | CIC | 790.03h1 | Misrepresenting facts or policy provisions. | 4 |
| 2024 | Automobile | CCR | 2695.10(b) | Must accept or deny surety claim within 40 calendar days or send letter. Denial must cite statute or bond provision and CDI contact information. | 1 |
| 2024 | Automobile | CCR | 2695.5(e)(1) | Must acknowledge notice of claim within 15 calendar days unless payment is made. | 7 |
| 2024 | Automobile | CCR | 2695.7(b)(1) | Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims. | 7 |
| 2024 | Automobile | CCR | 2695.4(a) | Must disclose all benefits, time limits and possible applicable provisions to 1st party claimants. | 5 |
| 2024 | Automobile | CCR | 2695.7(b)(3) | Must notify claimant that claim denial can be reviewed by the California Department of Insurance. | 4 |
| 2024 | Automobile | CCR | 2695.7(c)(1) | Must notify in writing every 30 calendar days if more time is required to investigate claim. | 23 |
| 2024 | Automobile | CCR | 2695.7(p) | Must notify in writing the 1st party claimant whether the insurer intends to pursue subrogation of the claim - see Regulations. | 4 |
| 2024 | Automobile | CCR | 2695.7(h) | Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. | 31 |
| 2024 | Automobile | CCR | 2695.5(b) | Must provide complete response to claimant inquiries within 15 calendar days. | 170 |
| 2024 | Automobile | CCR | 2695.3(b)(2) | Must record in the file the date the licensee received, processed, and/or transmitted or mailed all relevant documents. | 8 |
| 2024 | Automobile | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 34 |
| 2024 | Automobile | CCR | 2695.5(e)(2) | Must supply forms, instructions and assistance within 15 calendar days of claim notification. | 15 |
| 2024 | Automobile | CIC | 790.03h5 | Not attempting to effectuate prompt, fair, & equitable settlement when liability clear. | 4 |
| 2024 | Automobile | CIC | 38.6(b)(8) | Notices may be transmitted electronically if licensee demonstrates proof of delivery. | 3 |
| 2024 | Automobile | CIC | 560(a) | Payment to repairer or to named insured and repairer required not later than 10 days subsequent to receipt of itemized bill for completed repairs. | 1 |
| 2024 | Automobile | CCR | 2632.13(f)(1) | Prior to charging for an accident, the insurer must confirm with insurer who provided coverage. | 1 |
| 2024 | Automobile | CIC | 664 | Proof of mailing as proof of notice | 2 |
| 2024 | Automobile | CCR | 2632.13(e)(1) | Provide written notice of investigation including any principally at-fault determination | 9 |
| 2024 | Automobile | CCR | 2695.8(f)(3) | Reasonably adjust the claimant's estimate. | 3 |
| 2024 | 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 who made the original determination | 1 |
| 2024 | Automobile | CCR | 2695.8(f) | Standards for the preparation of auto repair estimates on partial losses. | 1 |
| 2024 | Automobile | CIC | 11580.2 | Uninsured motorist coverage | 1 |
| 2024 | Fire | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 1 |
| 2024 | Liability | CCR | 2695.7(c)(1) | Must notify in writing every 30 calendar days if more time is required to investigate claim. | 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 |
|---|---|---|---|---|---|
| 2024 | Workers Compensation | .00 | .316 | .00 | .00 |
| 2024 | Personal Auto | 99.60 | .946 | 18.12 | 19.16 |
If complaint data does not appear for this company, this link will provide you with an explanation.
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