Company Complaint Information


PO Box 3199
Winston Salem, NC 27102-3199

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
2015 100 29 49 22   7
2014 75 25 46 4   5
2013 79 18 47 14   6

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
2015 Automobile CCR 2695.4a Must disclose all benefits, time limits & possible applicable provisions to 1st party claimants. 1
2015 Automobile CCR 2695.7d Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. 1
2015 Automobile CCR 2695.7b Must accept/deny or provide written delay notice within 40 calendar days of proof of claim. 1
2015 Automobile CIC 11580.011 Coverage for replacement of child passenger restraint system; insurer obligation 2
2015 Automobile CIC 758.6 Insurer capping of paint materials by using unaccepted methods to calculate settlement amount is prohibited 1
2015 Automobile CCR 2694a3 In contravention of own rules, policies, procedures, guidelines 1
2015 Automobile CCR 2695.5b Must provide complete response to claimant inquiries within 15 calendar days. 1
2015 Automobile CCR 2694a5 Failed to respond or did not provide a complete response 1
2015 Automobile CCR 2695.7c1 Must notify in writing every 30 calendar days if more time is required to investigate claim. 1
2015 Fire CIC 481.5b Other than personal lines - Failure to return premium in a timely manner 1
2015 Homeowners CCR 2695.9f1 No depreciation on labor and Insurer required to pay repairs, rebuilding or replacement with like kind and quality based on ACV. 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.

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