Company Complaint Information
| , | |||
| 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 |
|---|---|---|---|---|---|
| 2023 | 884 | 220 | 319 | 345 | 73 |
| 2022 | 861 | 251 | 252 | 358 | 108 |
| 2021 | 700 | 181 | 288 | 231 | 84 |
| Violation Study |
| Year | Line of Coverage | Law | Section | Summarized Description of Law | # of Alleged Violations |
|---|---|---|---|---|---|
| 2023 | Automobile | CIC | 660(c) | Auto physical damage includes coverage of loss to an insured auto other than collision | 1 |
| 2023 | 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. | 18 |
| 2023 | Automobile | CIC | 11580.011 | Coverage for replacement of child passenger restraint system; insurer obligation | 1 |
| 2023 | Automobile | CCR | 2694a5 | Failed to respond or did not provide a complete response | 2 |
| 2023 | Automobile | CCR | 2189.3f | Broker has in-force bond on file | 1 |
| 2023 | Automobile | CCR | 2695.8(f) | Standards for the preparation of auto repair estimates on partial losses. | 2 |
| 2023 | Automobile | CCR | 2695.8(f)(3) | Reasonably adjust the claimant's estimate. | 1 |
| 2023 | Automobile | CCR | 2632.13(e)(1) | Provide written notice of investigation including any principally at-fault determination | 1 |
| 2023 | Automobile | CIC | 664 | Proof of mailing as proof of notice | 1 |
| 2023 | Automobile | CIC | 790.03h3 | Failing to adopt & implement standards for the prompt investigation & processing of claims | 14 |
| 2023 | Automobile | CIC | 880 | Failure of insurer to use own name | 1 |
| 2023 | Automobile | CCR | 2695.3(a) | File must contain all documents. | 6 |
| 2023 | Automobile | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 7 |
| 2023 | Automobile | CIC | 460 | Inception hour | 4 |
| 2023 | Automobile | CCR | 2695.8(e)(4) | Insurer cannot require claimant to travel an unreasonable distance or wait an unreasonable period of time. | 5 |
| 2023 | Automobile | CCR | 2695.7(d) | Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. | 11 |
| 2023 | Automobile | CIC | 662 | Mailing or delivery of notice of cancellation | 1 |
| 2023 | Automobile | CIC | 790.03h1 | Misrepresenting facts or policy provisions. | 1 |
| 2023 | Automobile | CCR | 2695.7(b)(1) | Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims. | 1 |
| 2023 | Automobile | CCR | 2695.4(a) | Must disclose all benefits, time limits and possible applicable provisions to 1st party claimants. | 1 |
| 2023 | Automobile | CCR | 2695.7(b)(3) | Must notify claimant that claim denial can be reviewed by the California Department of Insurance. | 5 |
| 2023 | Automobile | CCR | 2695.7(c)(1) | Must notify in writing every 30 calendar days if more time is required to investigate claim. | 12 |
| 2023 | 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. | 1 |
| 2023 | Automobile | CCR | 2695.7(h) | Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. | 5 |
| 2023 | Automobile | CCR | 2695.5(b) | Must provide complete response to claimant inquiries within 15 calendar days. | 17 |
| 2023 | Automobile | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 5 |
| 2023 | Automobile | CCR | 2695.5(e)(2) | Must supply forms, instructions and assistance within 15 calendar days of claim notification. | 1 |
| 2023 | Automobile | CIC | 790.03h5 | Not attempting to effectuate prompt, fair, & equitable settlement when liability clear. | 2 |
| 2023 | Automobile | CIC | 481.5a | Personal Lines - Failure to return premium in a timely manner | 1 |
| 2023 | Homeowners | CCR | 2695.7(h) | Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. | 1 |
| 2023 | Homeowners | CIC | 678(c)(1) | Nonrenewals on or after 7/1/2020 shall require at least 75 days notice prior to expiration; notices issued effective 7/1/22 must comply with CCP 1013 if mailed. | 1 |
| 2023 | Homeowners | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 2 |
| 2023 | Homeowners | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 2 |
| 2023 | Homeowners | CCR | 2694a5 | Failed to respond or did not provide a complete response | 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 |
|---|---|---|---|---|---|
| 2023 | Commercial Multi-Peril | .00 | .459 | .00 | .00 |
| 2023 | Homeowners | 4.80 | .648 | .53 | .82 |
| 2023 | Commercial Auto | .05 | .796 | 2.30 | 2.89 |
| 2023 | Personal Auto | 14.93 | 1.497 | 6.16 | 4.12 |
If complaint data does not appear for this company, this link will provide you with an explanation.
Copyright © California Department of Insurance
