Q: I had filed an insurance claim back in July of 2023, but when I filed the insurance claim they did not even mentioned
About adding any points to my license, I found out they did after I received the renewal for my policy insurance. Are they allowed to do that? I have tried to get a hold of the claims department for the past 2 weeks, if they answer they just laugh at the situation, they say it’s not their problem, I leave her voicemails, give her calls and even emailed her but still won’t get in touch with me. What can I do about the whole situation?
A:
Under California law, insurance companies can adjust policy rates based on driving records, including the addition of points to your license due to traffic violations or accidents deemed your fault. However, the process should be transparent, and you have the right to be informed about the factors affecting your insurance premiums.
If you're facing challenges with your insurance claims department and feel your concerns are not being addressed properly, you might consider escalating the issue. You can do this by contacting a higher authority within the insurance company, such as a customer service manager or the complaints department. Documentation of all communications is essential, including dates and summaries of conversations, emails, and voicemails.
Should these steps not lead to a satisfactory resolution, you have the option to file a complaint with the California Department of Insurance. They oversee insurance matters in the state and can investigate your complaint about how your insurance claim and subsequent communications were handled. This department also provides guidance on rights and processes for insurance policyholders in California.
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