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 |
|---|---|---|---|---|---|
| 2021 | 104 | 46 | 23 | 35 | 23 |
| 2020 | 61 | 26 | 18 | 17 | 13 |
| 2019 | 40 | 13 | 15 | 12 | 6 |
| Violation Study |
| Year | Line of Coverage | Law | Section | Summarized Description of Law | # of Alleged Violations |
|---|---|---|---|---|---|
| 2021 | Automobile | CCR | 2694a5 | Failed to respond or did not provide a complete response | 1 |
| 2021 | Automobile | CCR | 2695.5b | Must provide complete response to claimant inquiries within 15 calendar days. | 1 |
| 2021 | Automobile | CCR | 2695.7b3 | Must notify claimant that claim denial can be reviewed by the California Dept. of Insurance. | 1 |
| 2021 | Automobile | CCR | 2695.3a | File must contain all documents. | 1 |
| 2021 | Automobile | CIC | 880 | Failure of insurer to use own name | 1 |
| 2021 | 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 |
| 2021 | Automobile | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 1 |
| 2021 | Automobile | CCR | 2632.13(e)(1) | Provide written notice of investigation including any principally at-fault determination | 1 |
| 2021 | Automobile | CCR | 2695.7d | Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. | 1 |
| 2021 | Automobile | CCR | 2695.5e2 | Must supply forms, instructions & assistance within 15 calendar days of claim notification. | 1 |
| 2021 | Automobile | CCR | 2695.7b | Must accept/deny or provide written delay notice within 40 calendar days of proof of claim. | 1 |
| 2021 | Automobile | CCR | 2695.5a | Must respond to the California Department of Insurance within 21 calendar days. | 1 |
| 2021 | Automobile | CCR | 2695.5e1 | Must acknowledge notice of claim within 15 calendar days unless payment is made. | 1 |
| 2021 | Automobile | CCR | 2695.5e3 | Must begin investigation within 15 calendar days of notification of claim. | 1 |
| 2021 | Automobile | CCR | 2695.4a | Must disclose all benefits, time limits & possible applicable provisions to 1st party claimants. | 1 |
| 2021 | Automobile | CCR | 2695.7c1 | Must notify in writing every 30 calendar days if more time is required to investigate claim. | 1 |
| 2021 | Fire | CCR | 2695.7c1 | Must notify in writing every 30 calendar days if more time is required to investigate claim. | 1 |
| 2021 | Fire | CCR | 2695.3a | File must contain all documents. | 2 |
| 2021 | Fire | CIC | 790.03h3 | Failing to adopt & implement standards for the prompt investigation & processing of claims | 1 |
| 2021 | Fire | CIC | 880 | Failure of insurer to use own name | 3 |
| 2021 | Fire | CCR | 2360.2 | Eligibility guidelines | 1 |
| 2021 | Fire | CCR | 2695.5e2 | Must supply forms, instructions & assistance within 15 calendar days of claim notification. | 1 |
| 2021 | Fire | CCR | 2695.5a | Must respond to the California Department of Insurance within 21 calendar days. | 1 |
| 2021 | Fire | CCR | 2695.5b | Must provide complete response to claimant inquiries within 15 calendar days. | 2 |
| 2021 | Homeowners | CIC | 678(a) | An insurer shall deliver to the named insured an offer to renew at least 45 days in advance; or 45 days notice of nonrenewal until | 3 |
| 2021 | Homeowners | CCR | 2695.5a | Must respond to the California Department of Insurance within 21 calendar days. | 1 |
| 2021 | Homeowners | CCR | 2695.7d | Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. | 1 |
| 2021 | Homeowners | CIC | 880 | Failure of insurer to use own name | 1 |
| 2021 | Homeowners | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 2 |
| 2021 | Homeowners | CCR | 2695.3a | File must contain all documents. | 1 |
| 2021 | Homeowners | CCR | 2695.7c1 | Must notify in writing every 30 calendar days if more time is required to investigate claim. | 2 |
| 2021 | Homeowners | CIC | 678(b) | 45 day extension if insurer fails to give offer of renewal; or 45 days extension for nonrenewal until July 1, 2020. | 3 |
| 2021 | Homeowners | CCR | 2695.7b | Must accept/deny or provide written delay notice within 40 calendar days of proof of claim. | 5 |
| 2021 | Homeowners | CCR | 2695.5b | Must provide complete response to claimant inquiries within 15 calendar days. | 1 |
| 2021 | 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 st | 1 |
| 2021 | Homeowners | CCR | 2695.4a | Must disclose all benefits, time limits & possible applicable provisions to 1st party claimants. | 1 |
| 2021 | 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 | 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 |
|---|---|---|---|---|---|
| 2021 | Homeowners | 29.83 | .344 | 2.34 | 6.80 |
| 2021 | Workers Compensation | .00 | .398 | .00 | .00 |
| 2021 | Commercial Auto | .01 | 2.104 | 5.81 | 2.76 |
| 2021 | Commercial Multi-Peril | .01 | 2.179 | 11.32 | 5.20 |
If complaint data does not appear for this company, this link will provide you with an explanation.
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