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 |
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.
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