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 |
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2022 | 746 | 232 | 196 | 318 | 61 |
2021 | 655 | 190 | 186 | 279 | 66 |
2020 | 720 | 179 | 251 | 290 | 44 |
Violation Study |
Year | Line of Coverage | Law | Section | Summarized Description of Law | # of Alleged Violations |
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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(f) | Insurer shall provide written notice 60 days before expiration of statute of limitations. 30 days prior for UM claim. | 1 |
2022 | Automobile | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 17 |
2022 | Automobile | CCR | 2695.8(e)(4) | Insurer cannot require claimant to travel an unreasonable distance or wait an unreasonable period of time. | 7 |
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 | 2695.7(c)(1) | Must notify in writing every 30 calendar days if more time is required to investigate claim. | 2 |
2022 | 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. | 1 |
2022 | Automobile | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 20 |
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. | 5 |
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 | 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. | 3 |
2022 | Automobile | CIC | 790.03h3 | Failing to adopt & implement standards for the prompt investigation & processing of claims | 7 |
2022 | Automobile | CIC | 880 | Failure of insurer to use own name | 2 |
2022 | Automobile | CIC | 662 | Mailing or delivery of notice of cancellation | 1 |
2022 | Automobile | CIC | 790.03h1 | Misrepresenting facts or policy provisions. | 1 |
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. | 4 |
2022 | Automobile | CCR | 2695.5(b) | Must provide complete response to claimant inquiries within 15 calendar days. | 7 |
2022 | Automobile | CIC | 663a1 | at least 20 days before expiration, the insurer shall deliver a written or verbal offer of renewal, contingent upon payment | 1 |
2022 | Automobile | CIC | 1861.05a | Excessive, inadequate, unfairly discriminatory rates | 3 |
2022 | Automobile | CCR | 2694a5 | Failed to respond or did not provide a complete response | 17 |
2022 | Automobile | CCR | 2695.3(a) | File must contain all documents. | 7 |
2022 | Automobile | CIC | 11580.011 | Coverage for replacement of child passenger restraint system; insurer obligation | 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 |
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2022 | Personal Auto | 3.15 | 6.543 | 4.55 | .69 |
If complaint data does not appear for this company, this link will provide you with an explanation.
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