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
2017 501 120 177 204   49
2016 432 131 150 151   35
2015 325 106 128 91   46

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
2017 Automobile CIC 1861.05 Approval of insurance rates 1
2017 Automobile CIC 11580.011 Coverage for replacement of child passenger restraint system; insurer obligation 2
2017 Automobile CCR 2695.7f Written notice before 60 days of expiration of statute of limitations on bodily injury claims. 1
2017 Automobile CIC 661 Valid notice of cancellation 1
2017 Automobile CCR 2632.19b1 Substantial increase in hazard, 30 day request requirement for information 3
2017 Automobile CCR 2695.8f Standards for the preparation and reasonable adjustment of auto repair estimates on partial losses. 3
2017 Automobile CIC 679.5 Proof of mailing property insurance 1
2017 Automobile CIC 790.03b Prohibited acts-untrue, deceptive, misleading statements 1
2017 Automobile CCR 2695.5a Must respond to the California Department of Insurance within 21 calendar days. 3
2017 Automobile CCR 2695.5b Must provide complete response to claimant inquiries within 15 calendar days. 1
2017 Automobile CCR 2695.7c1 Must notify in writing every 30 calendar days if more time is required to investigate claim. 1
2017 Automobile CCR 2695.7b3 Must notify claimant that claim denial can be reviewed by the California Dept. of Insurance. 2
2017 Automobile CCR 2695.8e4 Must inspect vehicle timely 1
2017 Automobile CCR 2360.2 Eligibility guidelines 1
2017 Automobile CIC 1861.05a Excessive, inadequate, unfairly discriminatory rates 7
2017 Automobile CCR 2694a5 Failed to respond or did not provide a complete response 2
2017 Automobile CIC 790.03h3 Failing to adopt & implement standards for the prompt investigation & processing of claims 1
2017 Automobile CCR 2632.12a Good Driver Discount - 20% less than lowest rate 1
2017 Automobile CCR 2694a3 In contravention of own rules, policies, procedures, guidelines 14
2017 Automobile CIC 1861.02b Insurer shall not refuse a good driver policy to individual who qualifies 1
2017 Automobile CCR 2632.13e1 Insurer shall provide written notice of fault determination 1
2017 Automobile CIC 662.a Mailing or delivery of notice of cancellation 1
2017 Automobile CCR 2695.8b Must apply standards when evaluating auto total loss claims-see Regulations. 1
2017 Automobile CCR 2695.7b1 Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims. 2
2017 Fire CIC 678.a1 Requirements for renewal offer of property policy 1
2017 Fire CCR 2695.7b3 Must notify claimant that claim denial can be reviewed by the California Dept. of Insurance. 2
2017 Fire CCR 2695.5b Must provide complete response to claimant inquiries within 15 calendar days. 1
2017 Fire CCR 2694a5 Failed to respond or did not provide a complete response 1
2017 Homeowners CIC 1861.05a Excessive, inadequate, unfairly discriminatory rates 1
2017 Homeowners CIC 1857 Maintenance of records 1
2017 Homeowners CIC 679.5 Proof of mailing property insurance 1
2017 Homeowners CIC 481.5d Unearned premium that the insurer fails to tender shall bear interest at the rate of 10% per annum 1
2017 Homeowners CCR 2694a3 In contravention of own rules, policies, procedures, guidelines 3
2017 Liability CIC 676.2 Cancellation of commercial policies 1
2017 Liability CCR 2694a3 In contravention of own rules, policies, procedures, guidelines 1
2017 Misc Lines CIC 11753.1(b) Insurer must notify employer of a change in classification that results in increased premium 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
2017 Workers Compensation .01 .150 7.14 47.60
2017 Commercial Auto .00 .770 .84 1.09
2017 Homeowners 4.08 1.107 1.53 1.38
2017 Personal Auto 2.88 4.754 2.39 .50
2017 Commercial Multi-Peril .00 6.566 6.67 1.02

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 - August 31, 2017 06:00 PM
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