Company Complaint Information
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.
(TOTAL of Categories 1-3)
Complaints found to require corrective action, leading to insurer compromise, or other remedy for the complainant.
Complaints found to be without Merit.
Complaints with Other Outcomes
Violation StudyThe 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||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|
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|
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.