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 | 861 | 251 | 252 | 358 | 108 |
| 2021 | 700 | 181 | 288 | 231 | 84 |
| 2020 | 573 | 126 | 239 | 208 | 51 |
| Violation Study |
| Year | Line of Coverage | Law | Section | Summarized Description of Law | # of Alleged Violations |
|---|---|---|---|---|---|
| 2022 | Automobile | CIC | 880 | Failure of insurer to use own name | 3 |
| 2022 | Automobile | CIC | 790.03h3 | Failing to adopt & implement standards for the prompt investigation & processing of claims | 29 |
| 2022 | Automobile | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 7 |
| 2022 | Automobile | CCR | 2695.3(a) | File must contain all documents. | 7 |
| 2022 | Automobile | CCR | 2694a5 | Failed to respond or did not provide a complete response | 2 |
| 2022 | Automobile | CIC | 11580.011 | Coverage for replacement of child passenger restraint system; insurer obligation | 3 |
| 2022 | Automobile | CCR | 2695.4(f) | Cannot issue a partial payment with release unless policy limits paid or compromise reached. | 1 |
| 2022 | Automobile | CCR | 2695.8(e)(4) | Insurer cannot require claimant to travel an unreasonable distance or wait an unreasonable period of time. | 7 |
| 2022 | Automobile | CCR | 2695.8(k) | Insurer must pay reasonable towing and storage charges and provide reasonable notice before terminating storage charge payment. | 3 |
| 2022 | Automobile | CCR | 2695.7(d) | Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. | 14 |
| 2022 | Automobile | CIC | 790.03h1 | Misrepresenting facts or policy provisions. | 2 |
| 2022 | Automobile | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 13 |
| 2022 | Automobile | CIC | 790.03h5 | Not attempting to effectuate prompt, fair, & equitable settlement when liability clear. | 3 |
| 2022 | Automobile | CIC | 481.5a | Personal Lines - Failure to return premium in a timely manner | 1 |
| 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. | 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. | 24 |
| 2022 | Automobile | CIC | 1861.05a | Excessive, inadequate, unfairly discriminatory rates | 1 |
| 2022 | Automobile | CIC | 790.03h2 | Failing to acknowledge and act promptly upon communications. | 1 |
| 2022 | Automobile | CCR | 2695.5(e)(1) | Must acknowledge notice of claim within 15 calendar days unless payment is made. | 4 |
| 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. | 3 |
| 2022 | Automobile | CCR | 2695.4(a) | Must disclose all benefits, time limits and possible applicable provisions to 1st party claimants. | 2 |
| 2022 | Automobile | CCR | 2695.7(b)(3) | Must notify claimant that claim denial can be reviewed by the California Department of Insurance. | 7 |
| 2022 | Automobile | CCR | 2695.7(c)(1) | Must notify in writing every 30 calendar days if more time is required to investigate claim. | 22 |
| 2022 | Automobile | CCR | 2695.7(h) | Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. | 8 |
| 2022 | Automobile | CCR | 2695.5(b) | Must provide complete response to claimant inquiries within 15 calendar days. | 31 |
| 2022 | Automobile | CCR | 2695.5(e)(2) | Must supply forms, instructions and assistance within 15 calendar days of claim notification. | 5 |
| 2022 | Fire | 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 | CCR | 2695.5(a) | Must respond to the California Department of Insurance within 21 calendar days. | 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 | CCR | 2694a3 | In contravention of own rules, policies, procedures, guidelines | 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 |
|---|---|---|---|---|---|
| 2022 | Commercial Multi-Peril | .04 | .417 | 2.33 | 5.58 |
| 2022 | Homeowners | 2.37 | .670 | .51 | .77 |
| 2022 | Commercial Auto | .03 | .712 | 1.16 | 1.63 |
| 2022 | Personal Auto | 24.48 | 1.433 | 7.75 | 5.41 |
If complaint data does not appear for this company, this link will provide you with an explanation.
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