Company Complaint Information

  

FARMERS INSURANCE EXCHANGE
6301 OWENSMOUTH AVENUE
WOODLAND HILLS, CA 91367
800-327-6377

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 472 114 149 209   51
2020 573 114 169 290   36
2019 519 112 161 246   42

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
2021 Automobile CCR 2695.5a Must respond to the California Department of Insurance within 21 calendar days. 3
2021 Automobile CIC 790.03h5 Not attempting to effectuate prompt, fair, & equitable settlement when liability clear. 1
2021 Automobile CIC 11580.011 Coverage for replacement of child passenger restraint system; insurer obligation 3
2021 Automobile CCR 2695.8e3 Cannot require claimant to travel an unreasonable distance to resolve auto claim (see Regulations). 1
2021 Automobile CIC 1861.05a Excessive, inadequate, unfairly discriminatory rates 4
2021 Automobile CCR 2695.8f Standards for the preparation and reasonable adjustment of auto repair estimates on partial losses. 12
2021 Automobile CCR 2694a5 Failed to respond or did not provide a complete response 1
2021 Automobile CIC 790.03h3 Failing to adopt & implement standards for the prompt investigation & processing of claims 2
2021 Automobile CIC 880 Failure of insurer to use own name 1
2021 Automobile CCR 2695.3a File must contain all documents. 1
2021 Automobile CCR 2694a3 In contravention of own rules, policies, procedures, guidelines 12
2021 Automobile CCR 2632.19 Substantial increase in hazard Insured Against 1
2021 Automobile CCR 2695.8f3 Reasonably adjust the claimant's estimate. 1
2021 Automobile CCR 2695.8k Insurer must pay reasonable towing and storage charges and provide reasonable notice before terminating storage charge payment. 1
2021 Automobile CIC 662 Mailing or delivery of notice of cancellation 1
2021 Automobile CCR 2632.13(e)(1) Provide written notice of investigation including any principally at-fault determination 2
2021 Automobile CIC 758.5c Once claimant has selected repair shop, insurer shall not recommend the selection of a different shop 1
2021 Automobile CCR 2695.7b1 Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims. 3
2021 Automobile CCR 2695.8e4 Must inspect vehicle timely 4
2021 Automobile CCR 2695.7b3 Must notify claimant that claim denial can be reviewed by the California Dept. of Insurance. 1
2021 Automobile CIC 1861.03c Non-valid cancellation/nonrenewal for auto 1
2021 Fire CCR 2694a3 In contravention of own rules, policies, procedures, guidelines 3
2021 Fire CCR 2360.2 Eligibility guidelines 1
2021 Fire CIC 678.1c Commercial insurance notice of nonrenewal must provide at least 60 day notice, reasons, conditions & notice of increase in premium 2
2021 Homeowners CCR 2695.5a Must respond to the California Department of Insurance within 21 calendar days. 2
2021 Homeowners CCR 2695.7c1 Must notify in writing every 30 calendar days if more time is required to investigate claim. 2
2021 Homeowners CCR 2695.7b3 Must notify claimant that claim denial can be reviewed by the California Dept. of Insurance. 1
2021 Homeowners CCR 2695.5e3 Must begin investigation within 15 calendar days of notification of claim. 1
2021 Homeowners CCR 2695.5b Must provide complete response to claimant inquiries within 15 calendar days. 2
2021 Homeowners CCR 2694a3 In contravention of own rules, policies, procedures, guidelines 4
2021 Homeowners CIC 791.28 Residential Property; Insurer must disclose to insured that it reports claims info to claims info database. 1
2021 Homeowners CIC 1861.05a Excessive, inadequate, unfairly discriminatory rates 3
2021 Homeowners CCR 2695.7b Must accept/deny or provide written delay notice within 40 calendar days of proof of claim. 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
2021 Commercial Auto .00 .590 .00 .00
2021 Homeowners 2.29 2.991 1.56 .52
2021 Personal Auto 2.88 4.681 3.71 .79
2021 Commercial Multi-Peril .01 6.725 5.66 .84

If complaint data does not appear for this company, this link will provide you with an explanation.

For calendar year 2006, the Department's Consumer Services Division had received 276,419 consumer telephone calls, handled 33,054 written cases, and recovered $31,526,079 for consumers and policyholders.


Last Revised - May 27, 2022 07:55 PM
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