Company Profile
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
2021 813 364 175 274 125
2020 1194 489 249 456 186

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 CCR 2695.7(g) Cannot attempt settlement with unreasonably low offers. See subsections 1-7. 1
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. 16
2022 Automobile CIC 790.03h2 Failing to acknowledge and act promptly upon communications. 1
2022 Automobile CIC 790.03h3 Failing to adopt & implement standards for the prompt investigation & processing of claims 15
2022 Automobile CIC 880 Failure of insurer to use own name 2
2022 Automobile CCR 2695.3(a) File must contain all documents. 1
2022 Automobile CCR 2694a3 In contravention of own rules, policies, procedures, guidelines 1
2022 Automobile CCR 2695.8(e)(4) Insurer cannot require claimant to travel an unreasonable distance or wait an unreasonable period of time. 2
2022 Automobile CCR 2695.7(d) Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. 5
2022 Automobile CCR 2695.7(f) Insurer shall provide written notice 60 days before expiration of statute of limitations. 30 days prior for UM claim. 4
2022 Automobile CIC 790.03h1 Misrepresenting facts or policy provisions. 1
2022 Automobile CCR 2695.5(e)(1) Must acknowledge notice of claim within 15 calendar days unless payment is made. 1
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 2695.7(b)(3) Must notify claimant that claim denial can be reviewed by the California Department of Insurance. 3
2022 Automobile CCR 2695.7(c)(1) Must notify in writing every 30 calendar days if more time is required to investigate claim. 14
2022 Automobile CCR 2695.7(h) Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. 1
2022 Automobile CCR 2695.5(b) Must provide complete response to claimant inquiries within 15 calendar days. 19
2022 Automobile CCR 2695.5(a) Must respond to the California Department of Insurance within 21 calendar days. 5
2022 Automobile CCR 2695.5(e)(2) Must supply forms, instructions and assistance within 15 calendar days of claim notification. 1
2022 Automobile CIC 790.03h5 Not attempting to effectuate prompt, fair, & equitable settlement when liability clear. 3
2022 Automobile CCR 2632.13(e)(1) Provide written notice of investigation including any principally at-fault determination 2
2022 Automobile CCR 2695.8(f)(3) Reasonably adjust the claimant's estimate. 1
2022 Automobile CCR 2695.8(f) Standards for the preparation of auto repair estimates on partial losses. 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. 4
2022 Automobile CCR 2694a5 Failed to respond or did not provide a complete response 3

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 7.13 3.455 5.44 1.57

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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