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
2016 485 126 211 148   42
2015 452 108 234 110   44
2014 508 112 308 88   33

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
2016 Automobile CCR 2695.4a Must disclose all benefits, time limits & possible applicable provisions to 1st party claimants. 3
2016 Automobile CCR 2695.3a File must contain all documents. 1
2016 Automobile CCR 2695.7h Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. 3
2016 Automobile CCR 2694a3 In contravention of own rules, policies, procedures, guidelines 7
2016 Automobile CIC 880 Failure of insurer to use own name 4
2016 Automobile CCR 2695.7c1 Must notify in writing every 30 calendar days if more time is required to investigate claim. 4
2016 Automobile CIC 481.5a Personal Lines - Failure to return premium in a timely manner 2
2016 Automobile CCR 2695.7d Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. 3
2016 Automobile CCR 2695.5a Must respond to the California Department of Insurance within 21 calendar days. 5
2016 Automobile CCR 2695.7b1 Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims. 4
2016 Automobile CCR 2695.7f Written notice before 60 days of expiration of statute of limitations on bodily injury claims. 4
2016 Automobile CCR 2695.5e3 Must begin investigation within 15 calendar days of notification of claim. 1
2016 Automobile CCR 2695.7b3 Must notify claimant that claim denial can be reviewed by the California Dept. of Insurance. 2
2016 Automobile CIC 1861.05a Excessive, inadequate, unfairly discriminatory rates 2
2016 Automobile CIC 11580.011 Coverage for replacement of child passenger restraint system; insurer obligation 2
2016 Automobile CCR 2695.8b Must apply standards when evaluating auto total loss claims-see Regulations. 2
2016 Automobile CCR 2695.7b Must accept/deny or provide written delay notice within 40 calendar days of proof of claim. 3
2016 Automobile CCR 2695.8f Standards for the preparation and reasonable adjustment of auto repair estimates on partial losses. 1
2016 Automobile CIC 1704 Notice of appointment 1
2016 Automobile 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
2016 Personal Auto 2.74 5.502 2.45 .45

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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