Company Complaint Information



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
2012 405 101 183 121   25
2011 362 90 147 125   12
2010 357 91 132 134   12

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
2012 Automobile CCR 2694a5 Failed to respond or did not provide a complete response 2
2012 Automobile CIC 481.5i Insurer shall provide clear and consise accounting of refund when requested 1
2012 Automobile CCR 2695.7b1 Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims. 1
2012 Automobile CCR 2632.13f Surcharge for accident by subsequent insurer 1
2012 Automobile CIC 1861.03c Non-valid cancellation/nonrenewal for auto 1
2012 Automobile CIC 663 Policy expiration; delivery or mailing of renewal offer or nonrenewal 1
2012 Automobile CCR 2695.5a Must respond to the California Department of Insurance within 21 calendar days. 1
2012 Automobile CIC 880 Failure of insurer to use own name 30
2012 Automobile CIC 481.5 Failure to return premium in a timely manner 1
2012 Automobile CCR 2360.3 Insurer must charge lowest premium 1
2012 Automobile CCR 2694a3 In contravention of own rules, policies, procedures, guidelines 12
2012 Automobile CCR 2632.5c2B Steps to determine annual mileage for renewal business 2
2012 Automobile CCR 2695.7h Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. 2
2012 Automobile CCR 2695.7b Must accept/deny or provide written delay notice within 40 calendar days of proof of claim. 2
2012 Automobile CCR 2695.7c1 Must notify in writing every 30 calendar days if more time is required to investigate claim. 2
2012 Automobile CCR 2360.4 Insurer to determine lowest premium 1
2012 Automobile CCR 2632.19b1 Substantial increase in hazard, 30 day request requirement for information 1
2012 Automobile CIC 661 Valid notice of cancellation 1
2012 Automobile CIC 1861.05a Excessive, inadequate, unfairly discriminatory rates 4
2012 Homeowners CCR 2695.7b3 Must notify claimant that claim denial can be reviewed by the California Dept. of Insurance. 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
2012 Personal Auto 1.61 6.077 3.29 .54

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 22, 2013 01:53 PM
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