Company Profile
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 233 192 9 32 210
2021 78 37 21 20 25
2020 66 23 24 19 6

Violation Study

The following table represents number and type of violations found, by reference to the line of insurance and law allegedly violated.

Year Line of Coverage Law Section Summarized Description of Law # of Alleged Violations
2022 Automobile CIC 38.6(b)(2)(C) A description of the record that the person will receive by electronic transmission 33
2022 Automobile CIC 38.6(b)(1) A licensee must obtain consent from the person to opt in for electronic transactions 33
2022 Automobile CIC 14020(a) A person shall not engage in a business regulated by this chapter, or act or assume to act as, or represent themselves to be a lic 4
2022 Automobile CCR 2632.5a An automobile class plan shall establish the calculation of rating factors in accordance with this section & CIC Section 1861.02 12
2022 Automobile CCR 2632.13(e) An insurer shall diligently pursue a thorough, fair, and objective investigation before determining fault 1
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 2
2022 Automobile CCR 2632.5c2Ai Annual mileage for applicants and newly added vehicles: what the applicant shall provide and the insurer may require or request 33
2022 Automobile CIC 1861.05 Approval of insurance rates 8
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 33
2022 Automobile CIC 381.1(b)(5) At application, issuance and renewal insurer must provide policyholder with vehicle use (pleasure, commute, business, etc.) 33
2022 Automobile CIC 381.1(b)(2) At application, issuance, and renewal insurer must disclose the number of at-fault accidents that apply to the rated driver(s) 33
2022 Automobile CIC 381.1(b)(8) At application, issuance, and renewal insurer must provide policyholder with the vehicle-related discounts or surcharges applied 35
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 381.1(b)(1) At application, issuance, renewal insurer must disclose the number of incidents that apply to traffic convictions of rated drivers 33
2022 Automobile CCR 2632.5c2Biii Before renewal an insurer shall provide written notice of expiring mileage figure and renewal mileage figure 28
2022 Automobile CCR 2632.5c1A Class plan rating factor -first mandatory factor - determined from the public record of traffic violation convictions from the DMV 2
2022 Automobile CIC 11580.011 Coverage for replacement of child passenger restraint system; insurer obligation 64
2022 Automobile CIC 791.13 Disclosure of personal or privileged information 33
2022 Automobile CIC 11580.15 Discount Disclosure 33
2022 Automobile CCR 2632.5c2Bi During the renewal process (at least every 3 yrs) the insurer shall request estimated mileage and commute info & service records 7
2022 Automobile CIC 790.02 Engaging in trade practice defined as unfair method of competition prohibited 33
2022 Automobile CCR 2632.5b Excess vehicle- charge rate for undesignated driver, or charge the lowest rate for all driver related factors in the class plan. 1
2022 Automobile CIC 1861.05a Excessive, inadequate, unfairly discriminatory rates 58
2022 Automobile CCR 2694a5 Failed to respond or did not provide a complete response 29
2022 Automobile CIC 790.03h3 Failing to adopt & implement standards for the prompt investigation & processing of claims 151
2022 Automobile CIC 880 Failure of insurer to use own name 83
2022 Automobile CCR 2695.3(a) File must contain all documents. 127
2022 Automobile CIC 1861.025 Good driver discount policy 11
2022 Automobile CCR 2632.5d1 Type of vehicle as an Optional Rating Factor 8
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. 78
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. 17
2022 Automobile CVC 11515 Vehicle Code requires notice of salvaged vehicle to DMV within 10 days of settlement 1
2022 Automobile CCR 2632.5d In addition to the three mandatory rating factors, the rating plan may use the optional rating factors specified in this section 6
2022 Automobile CCR 2694a3 In contravention of own rules, policies, procedures, guidelines 29
2022 Automobile CIC 460 Inception hour 24
2022 Automobile CCR 2632.13.1(b)(3) Insured is ineligible to purchase a Good Driver policy if the insured is principally at fault that resulted in death or bodily inj 1
2022 Automobile CCR 2695.8(e)(4) Insurer cannot require claimant to travel an unreasonable distance or wait an unreasonable period of time. 3
2022 Automobile CCR 2695.85 Insurer must provide Auto Body Repair Consumer Bill of Rights to all automobile liability or collision insurance policyholders. 65
2022 Automobile CCR 2695.85 Insurer must provide Auto Body Repair Consumer Bill of Rights to all automobile liability or collision insurance policyholders. 66
2022 Automobile CCR 2695.7(d) Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. 1
2022 Automobile CIC 396(a)(1) Maintain a verifiable process to allow a policyholder to designate one additional person to receive a notice of lapse, termination 20
2022 Automobile CIC 790.03h1 Misrepresenting facts or policy provisions. 2
2022 Automobile CCR 2695.5(e)(1) Must acknowledge notice of claim within 15 calendar days unless payment is made. 15
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. 2
2022 Automobile CCR 2695.4(a) Must disclose all benefits, time limits and possible applicable provisions to 1st party claimants. 10
2022 Automobile CCR 2695.7(c)(1) Must notify in writing every 30 calendar days if more time is required to investigate claim. 43
2022 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. 22
2022 Automobile CCR 2695.7(h) Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. 36
2022 Automobile CCR 2695.5(b) Must provide complete response to claimant inquiries within 15 calendar days. 81
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. 79
2022 Automobile CCR 2695.5(a) Must respond to the California Department of Insurance within 21 calendar days. 13
2022 Automobile CCR 2695.5(e)(2) Must supply forms, instructions and assistance within 15 calendar days of claim notification. 79
2022 Automobile CCR 2695.7(e) No insurer shall delay or deny settlement of 1st party claim based on responsibility for payment assumed by others. 1
2022 Automobile CIC 481.5b Other than personal lines - Failure to return premium in a timely manner 1
2022 Automobile CIC 790.03b Prohibited acts-untrue, deceptive, misleading statements 130
2022 Automobile CIC 396(b)(1) Provide policyholder within 30 days of inception with the notice of the right to designate one additional person to receive a noti 13
2022 Automobile CCR 2632.13(e)(1) Provide written notice of investigation including any principally at-fault determination 18
2022 Automobile 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. 33
2022 Automobile CCR 2632.5c1B The insured's record of principally at-fault accidents shall also be used in determining the insured's driving safety record 1
2022 Automobile CIC 38.6(b)(2)(D) The licensee needs to disclose the process or system to report a change or correction in the person's email address 33
2022 Automobile CIC 38.6(b)(2)(E) The opt in agreement needs to include the licensee's contact information with at least a toll-free number or Internet Web address 33
2022 Automobile CIC 38.6(b)(2)(A) The opt in agreement to receive the record by electronic transmission is voluntary 34
2022 Automobile CCR 2632.5c3 Third mandatory factor includes years experience in any jurisdiction 8
2022 Fire 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
2022 Homeowners CCR 2695.7(h) Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. 1
2022 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
2022 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 3
2022 Homeowners CIC 880 Failure of insurer to use own name 2

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 Commercial Multi-Peril .00 .207 .00 .00
2022 Commercial Auto .12 .484 3.49 7.21

If complaint data does not appear for this company, this link will provide you with an explanation.


Last Revised - December 03, 2007 11:57 AM
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