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
2014 508 112 308 88   33
2013 453 84 230 139   15
2012 405 101 183 121   25

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
2014 Automobile CCR 2695.85 Auto Body Repair Consumer Bill of Rights - Standards. 1
2014 Automobile CIC 1861.03c Non-valid cancellation/nonrenewal for auto 1
2014 Automobile CIC 790.03h5 Not attempting to effectuate prompt, fair, & equitable settlement when liability clear. 2
2014 Automobile CCR 2695.5b Must provide complete response to claimant inquiries within 15 calendar days. 6
2014 Automobile CCR 2695.8f Standards for the preparation and reasonable adjustment of auto repair estimates on partial losses. 1
2014 Automobile CCR 2695.3a File must contain all documents. 2
2014 Automobile CIC 1861.05a Excessive, inadequate, unfairly discriminatory rates 1
2014 Automobile CCR 2695.5e2 Must supply forms, instructions & assistance within 15 calendar days of claim notification. 2
2014 Automobile CCR 2694a5 Failed to respond or did not provide a complete response 1
2014 Automobile CIC 790.03h1 Misrepresenting facts or policy provisions. 2
2014 Automobile CIC 11580.011 Coverage for replacement of child passenger restraint system; insurer obligation 1
2014 Automobile CCR 2694a3 In contravention of own rules, policies, procedures, guidelines 5
2014 Automobile CCR 2695.8k Insurer must pay reasonable towing and storage charges and provide reasonable notice before terminating storage charge payment. 1
2014 Automobile CCR 2695.7f Written notice before 60 days of expiration of statute of limitations on bodily injury claims. 2
2014 Automobile CCR 2695.7g Cannot attempt settlement with unreasonably low offers. See subsections 1-7. 2
2014 Automobile CCR 2695.7b Must accept/deny or provide written delay notice within 40 calendar days of proof of claim. 4
2014 Automobile CIC 1872.4A Insurer's belief of a fraudulent claim to be reported to Fraud Bureau within 60 days. 1
2014 Automobile CIC 790.03h3 Failing to adopt & implement standards for the prompt investigation & processing of claims 2
2014 Automobile CIC 481.5a Personal Lines - Failure to return premium in a timely manner 1
2014 Automobile CCR 2695.7h Must pay within 30 calendar days of accepting claim-exceptions apply- see Regulations. 3
2014 Automobile CCR 2695.7c1 Must notify in writing every 30 calendar days if more time is required to investigate claim. 10
2014 Automobile CCR 2695.5a Must respond to the California Department of Insurance within 21 calendar days. 4
2014 Automobile CCR 2695.7d Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant. 6
2014 Automobile CCR 2695.4a Must disclose all benefits, time limits & possible applicable provisions to 1st party claimants. 1
2014 Automobile CCR 2695.7b1 Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims. 2

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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