Company Complaint Information

  

FIRE 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 155 32 62 61   13
2020 276 50 89 137   14
2019 231 42 91 98   22

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 Fire CCR 2695.5a Must respond to the California Department of Insurance within 21 calendar days. 1
2021 Fire CCR 2694a3 In contravention of own rules, policies, procedures, guidelines 1
2021 Homeowners CIC 790.03h3 Failing to adopt & implement standards for the prompt investigation & processing of claims 1
2021 Homeowners CIC 880 Failure of insurer to use own name 1
2021 Homeowners CIC 678(c)(1) For nonrenewals on or effective July 1, 2020, an insurer shall deliver to the named insured a notice of non-renewal at least 75 da 1
2021 Homeowners CCR 2694a3 In contravention of own rules, policies, procedures, guidelines 4
2021 Homeowners CCR 2695.183(a) Lists the dwelling expenses and characteristics that must be included in the dwelling replacement cost estimate. 3
2021 Homeowners CCR 2695.7b Must accept/deny or provide written delay notice within 40 calendar days of proof of claim. 1
2021 Homeowners CCR 2695.7c1 Must notify in writing every 30 calendar days if more time is required to investigate claim. 1
2021 Homeowners CCR 2695.5b Must provide complete response to claimant inquiries within 15 calendar days. 1
2021 Homeowners CCR 2695.5a Must respond to the California Department of Insurance within 21 calendar days. 2
2021 Homeowners CCR 2188.65 Producer must complete 3 hour ITV training prior to estimating replacement cost 1
2021 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
2021 Homeowners CCR 2695.4d Cannot impose a time limit on filing 1st party claim unless time limit is stated in policy. 1
2021 Homeowners CCR 2694a5 Failed to respond or did not provide a complete response 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
2021 Commercial Multi-Peril .00 4.268 .00 .00
2021 Homeowners 1.38 8.044 2.53 .31

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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