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 | 372 | 195 | 49 | 128 | 58 |
| 2021 | 114 | 37 | 36 | 41 | 7 |
| 2020 | 140 | 38 | 48 | 54 | 8 |
| Violation Study |
| Year | Line of Coverage | Law | Section | Summarized Description of Law | # of Alleged Violations |
|---|---|---|---|---|---|
| 2022 | Automobile | CCR | 2695.5(e)(1) | Must acknowledge notice of claim within 15 calendar days unless payment is made. | 2 |
| 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. | 5 |
| 2022 | Automobile | CCR | 2695.4(a) | Must disclose all benefits, time limits and possible applicable provisions to 1st party claimants. | 1 |
| 2022 | Automobile | CCR | 2695.7(d) | Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. | 6 |
| 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 | 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 | 1 |
| 2022 | Automobile | CIC | 11580.011 | Coverage for replacement of child passenger restraint system; insurer obligation | 5 |
| 2022 | Automobile | CCR | 2694a5 | Failed to respond or did not provide a complete response | 12 |
| 2022 | Automobile | CIC | 790.03h3 | Failing to adopt & implement standards for the prompt investigation & processing of claims | 12 |
| 2022 | Automobile | CCR | 2695.3(a) | File must contain all documents. | 3 |
| 2022 | Automobile | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 4 |
| 2022 | Automobile | CCR | 2695.8(e)(4) | Insurer cannot require claimant to travel an unreasonable distance or wait an unreasonable period of time. | 4 |
| 2022 | Automobile | CCR | 2695.85 | Insurer must provide Auto Body Repair Consumer Bill of Rights to all automobile liability or collision insurance policyholders. | 1 |
| 2022 | Automobile | CIC | 662 | Mailing or delivery of notice of cancellation | 1 |
| 2022 | Automobile | CIC | 1857 | Maintenance of records | 1 |
| 2022 | Automobile | CCR | 2695.7(b)(3) | Must notify claimant that claim denial can be reviewed by the California Department of Insurance. | 2 |
| 2022 | Automobile | CCR | 2695.7(c)(1) | Must notify in writing every 30 calendar days if more time is required to investigate claim. | 5 |
| 2022 | Automobile | CCR | 2695.7(h) | Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. | 5 |
| 2022 | Automobile | CCR | 2695.5(b) | Must provide complete response to claimant inquiries within 15 calendar days. | 10 |
| 2022 | Automobile | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 24 |
| 2022 | Automobile | CCR | 2695.5(e)(2) | Must supply forms, instructions and assistance within 15 calendar days of claim notification. | 8 |
| 2022 | Automobile | CIC | 790.03h5 | Not attempting to effectuate prompt, fair, & equitable settlement when liability clear. | 2 |
| 2022 | Automobile | CIC | 663 | Policy expiration; delivery or mailing of renewal offer or nonrenewal | 1 |
| 2022 | Automobile | CCR | 2695.8(f)(3) | Reasonably adjust the claimant's estimate. | 2 |
| 2022 | Automobile | CCR | 2695.8(c) | Reopen file if notified within 35 calendar days that ACV too low to purchase comparable car. | 1 |
| 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. | 7 |
| 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 |
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 | Personal Auto | 23.87 | .820 | 4.32 | 5.27 |
If complaint data does not appear for this company, this link will provide you with an explanation.
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