21st Century Insurance

Thank you for allowing me to respond to [redacted] 's concern I reviewed our file and found that on September 23, 2014, we attempted to take a scheduled payment of $from the credit card that we had on fileThe payment was declined by her bankDue to the declined payment she was assessed a $returned payment fee [redacted] contacted us via live chat on September 23, to review her billingAt that time, she advised that her card was closed by her bankOur rep advised her to submit documentation from her bank advising that they closed her card in order to waive the feeShe was also advised that she would need to make of $As she stated, she went on the internet and made a payment of $When the full amount due of $was not paid, a $late fee was assessed and cancellation notice and billing generated for $ On September 24, 2014, she contacted us again via live chat and she was told that we would waive the fees if she provided documentation from her bankShe advised that she contacted her bank and that they were sending the letter by mail On September 25, 2014, we mailed a cancellation notice and billing for the $in unpaid feesWe did not receive the documentation from her bank, nor did we receive the required payment before October16, As such, her policy canceled and she is subject to our reinstatement requirements We are still willing to waive the fees associated with the declined payment if she provides the documentation from her bankWe will not waive the cancellation fee as she did not take the appropriate action to prevent her policy from cancelling If you have any additional questions or concerns, please feel free to contact me ?

We apologize for any inconvenience that our decision caused you when we declined your request to reimburse you for the fees assesed when your financial institution rejected your renewal payment on December 14, However, our company's decision still stands because we found no indication that you contacted our company prior to December 19,

Case: [redacted] To Whom It May Concern: Thank you for notifying 21st Century of the concerns presented to the Revdex.comWe appreciate the opportunity to respond to this inquiry Our records show that we received notice on August 14, 2015, that the customer's renewal payment of $was not honored by her financial institutionAs a result, the policy voided effective August 14, 2015, and was assessed a $returned payment feeNotification of the returned payment fee is provided on our automated payment plan statement21st Century strives to review every customer’s request that we receive with due diligence and careBased on our review of the prior cancellations, we are unable to honor the customer's request for reactivation of the policy We thank you for your time and attention, and we apologize for any inconvenience this matter has causedIf we can be of any further assistance, please contact us Enterprise Customer Relations

To Whom It May Concern: "Arial Thank you for notifying 21st Century of the concerns presented to the Revdex.comWe appreciate the opportunity to respond to this inquiry Our review found that two payments were credited to this customer’s accountReview of the bank statement submitted confirms that two payments were withdrawn from the account; therefore an additional credit is not warrantedWe have contacted this customer and provided further detail in writing We thank you for your time and attention, and we apologize for any inconvenience this matter has caused youIf we can be of further assistance, please contact us

Thank you for your letter received on July 23, 2014, regarding the above referenced claim with our companyIn her inquiry, Ms [redacted] noted concerns with our handling of her claimWe appreciate the opportunity to review the matter and respond.Our review confirms the claim was filed reporting damages to Ms***'s windshieldReview of the claim confirms we have created an estimate for damages totaling $1, and have issued a $settlement under the claim after the $policy deductible was subttacted Please note our estimate is for non-OEM parts as Ms***'s policy does not provide coverage for OEM parts Furthermore, Ms***'s warranty is protected under the Magnuson-Moss Warranty Act.While we cannot waive or reduce the policy deductible under the claim, we are pleased to confirm payment has been issued under the claim If Ms [redacted] has any additional questions regarding this claim, she can contact Claims representative [redacted] ***) [redacted] Claims Manager [redacted] Should you have any additional questions about this response, you may contact me at my direct line of [redacted]

Case: [redacted] 10.5pt;"> To Whom It May Concern: Thank you for notifying 21st Century of the concerns presented to the Revdex.comWe appreciate the opportunity to respond to this inquiry As an insurer, it is always our intention to provide excellent service to our policyholders, and we regret the difficulties that this customer experiencedAccording to our records, the policyholder’s request to update their account with a new payment source did not occur, which caused the policy to non-renewWe contacted the customer and provided a resolution to their satisfaction We thank you for your time and attention, and we apologize for any inconvenience this matter has causedIf we can be of any further assistance, please contact us

Thank you for allowing me to respond to Ms***'s concerns.I have reviewed our file and found that [redacted] requested an online quote for automobile insurance from our company on November 11, The phone number Ms [redacted] provided is not associated with this quote.Per Ms***'s request, we have added the phone number she provided to our Do Not Call listIf [redacted] would like to cancel her quote and no longer receive communications from 21st Century Insurance, she will need to contact our Sales Department at [redacted] We are unable to accept a request from a third party to modify or cancel ***'s quoteWe apologize for any inconvenience this may cause.If you have any additional questions or concerns, please feel free to contact me

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This answer from 21st is ridiculous! First of all, 21st century manager ( [redacted] ) has mention that in order so I won't have to wait for the business day hold I would have to submit proof of my bank showing the funds were in deed withdrawalOne way to submit proof was email, which I did send the prof on email to [redacted] on May 13,I resubmitted again to a 21st rep again because the email was being rejectedThe second time was successfully received from Agent [redacted] [redacted] send the email to [redacted] To my suprise apparently [redacted] forward the email to billing ( [redacted] ) but there were problemsa again I had to resubmit on may 21st, I forward proof Beverly paulwell she the submitted to billing so my refund could be expedite within 24hrsYet nothing was done!!!! 21st century and agent continue to give me the run aroundEvery time I would contact 21st agent I was told [redacted] was on vacationI also got a stupid answer saying "oh [redacted] never submitted the paper work! What kind of service is thatI had no reason to have to go thought mug trouble! Especially when I had call back in April almost weeks prior from renewal of policy to cancel and put stop payment on automatic withdrawals! If 21st century had done its job correctly I had not gone through this mess! I have wasted so much time and lost of money with thisLost of money and I was out $for weeks for a stupid policy I did no longer had! My bank got withdrawal and I got negative fees in occurrence with this transactionsThis is ridiculous!!!!! Horrible service! Was thinking of coming back to 21st on the futureNot anymore I left with this bad taste in my mouth!!!! This transaction and weeks of bad service gave me soooooo much stress My point is that I called weeks prior to cancelation, and to stop automatic payment withdrawal!!!! Yet I still got charge for policy renewal! I called to submit proof of withdraw from 21st so I can expedite refund I did all what the manager ask me to do and yet they had me like a fool! I was out for weeks $179, money that was not to be collected since I had given prior notice that I was canceling and to put a stope payment, weeks in advance! I believe you could give better customer service that the one given to meI hope nobody else has to go thought all the stressful time I was put

Thank you for allowing me to respond to Ms***'s concerns.I have reviewed our file and we are unable to accommodate Ms***'s request to reinstate her policyOn February 13, 2016, we sent a billing notice advising that a payment of $was due by February 19, When we did not receive Ms***'s payment, she was assessed a $late fee on February 23, On February 25, 2016, we mailed a cancellation notice to the policy address on file, which advised that we required a payment of $before March 16, 2016.On March 9, and March 10, 2016, Ms [redacted] called and spoke with our Customer Service Department regarding her policy billingMs [redacted] was advised during each call that her payment was due before March 16, Additionally, while Ms [redacted] was advised that we could review her policy for reinstatement eligibility in the event it canceled for non-payment, this was not a guarantee that we would be able to reinstate her policyMs***'s policy canceled effective March 16, as we did not receive the required payment, and her policy is not eligible for reinstatementWe would encourage Ms [redacted] to immediately secure coverage with another automobile insurance carrier as soon as possibleWe regret that we are unable to provide a more favorable response to Ms***'s concerns.If you have any additional questions or concerns, please feel free to contact me

After years of never filing a claim or making a late payment I was just canceled while on vacation overseas Yes, I was four days late to be exact for their last notice of non payment Supervisor told me I could not be reinstated even with late fee payment I could however reapply and pay a higher rate if APPROVED! 21st century will never get my business again Lastly, my driving record has been perfect and I insure four autos

Dear Customer, We reviewed your file and I left a phone message for you with our findings We appreciate the opportunity to review this concern for you Please let us know if you have any followup questions Best Regards, Representative

Our roadside assistance department spoke with Mr [redacted] upon receipt of his inquiry dated September 2, Mr [redacted] stated he was concerned because when he called in September 2015, for service he was told he had reached his five towsWe reviewed the roadside assistance claims for Mr [redacted] and confirmed he had reached the maximum number of tows allowed under his policy Should Mr [redacted] have any further questions, we encourage him to contact Claims Representative [redacted] further assistance

Dear Customer, We reviewed your file and I left a message for you We appreciate the opportunity to review this concern for you Please let us know if you have any followup questions Best Regards, Representative

Thank you for allowing me to respond to [redacted] ’s concerns I have reviewed her request for roadside assistance service on October 23, [redacted] requested assistance with changing her tire The service was dispatched at 8:P.Mwith a minute estimated time of arrival (ETA)The provider arrived on the scene and informed [redacted] that he would not be able to perform the requested service as he did not have the specialty tool required for the vehicle’s locking lug nutsPrior to service being dispatched, [redacted] did not indicate that she had locking lug nuts, which require a special key to complete a tire changeThe service provider advised [redacted] to contact her roadside assistance program for a towing service as he could not assist her Service was then secured with a provider equipped with the tool needed to assist with [redacted] ’s tire changeThe provider accepted our dispatch at 9:P.Mwith a minute ETAAt 10:P.M., a supervisor called to check in with [redacted] on the status of the serviceThe provider arrived at 10:P.M Our roadside administrators spoke with [redacted] regarding her service experience [redacted] advised our administrator that she was not aware that her wheels had locking lug nuts [redacted] was extended a verbal apology for any inconvenience she experienced They also sent [redacted] a formal letter of apology and extended a $gift card to her as a gesture of goodwill If you have any additional questions or concerns, please feel free to contact me

This response was initially faxed to your office on 4/14/ We apologize for any miscommunication

Dear Customer, We reviewed your followup and we sent a written response to you We appreciate the opportunity to review this concern for you Please let us know if you have any followup questions Best Regards, Representative

We apologize for the Insured's experienceWe do not recommend that our insured's use pre-paid debit cards on recurring payment plansWe don't recommend their use because pre-paid cards are often disposed of when the balance is depleted and this it makes it challenging to issue refundsOur attempt to collect the Insured's installment was declined by the card issuerThe declination was not related to our internal proceduresWe understand the Insured's frustration over the fees she was assessedHowever, her 12/30/payment was reversed, which placed the policy into a cancellation billingOur fees are outlined under an endorsement that was mailed to the insured in the beginning of DecemberAs such, the fees are deemed valid and unfortunately, will not be waived Sent on: 1/23/10:15:AM

We are in receipt of your recent inquiry to the Revdex.com regarding delays receiving reimbursement for tow services We deeply apologize for any delays you may have experienced However, our review of this matter supports that we had not received the supporting documentation prior to December 11, Payment in the amount of $was issued on December 11, We understand that this was a frustrating experience for you We sincerely apologize and hope you will continue to be a valued customer If you have any other questions regarding this matter, we encourage you to contact Claims Supervisor [redacted]

To Whom It May Concern:Thank you for notifying 21st Century of the concerns presented to the Revdex.com on April 20, Weappreciate the opportunity to respond to this inquiry.As an insurer, it is always our intention to provide excellent service to our policyholders, and we regret the difficulties thatthis customer experiencedAccording to our records, we were advised by the customer on April 14, 2015, that her granddaughter was a licensed driver in her householdAs such, the addition of the customer’s granddaughter to her policy was processed in accordance with company guidelines, which require all licensed and uninsured household residents to be included as rated driversHowever, weacknowledge that our communication surrounding the proof of residency documentation needed to reverse this transaction was incompleteWe have removed the customer’s granddaughter from her policy as requestedThe resulting credit of $will be released as a refund to the customer within the next five business daysWe thank you for your time and attention to this matterWe apologize for any inconvenience this matter has causedIf we can be of anyfurther assistance, please contact us by email at [redacted]

Thank you for your correspondence of February 26, 2014, .regarding the above .referenced lossIn his letter to your department, [redacted] expresses his dissatisfaction that his accident .resulted in three separate claimsWe appreciate the opportunity to .review this matter and respond Our records show [redacted] contacted our Claims Contact Center on February 18,2014, reporting he had been involved in a hit-and-run accident on February 12, He agreed to have his Mercedes Benz inspected at one of OUr Ciecle of Dependability repair facilities although he planned to have the .repairs completed elsewhereThe inspection was completed on February 19, 2014, and a check for $1,was initially issued to [redacted] A .rental vehicle was authorized for his use Claims Representative [redacted] was unable to reach M.rRobinson to discuss the facts of the accident until February 25, 2014) and obtained his recorded statement at that time [redacted] stated he was traveling down ForSyth in the left lane and stopped at the red light at an intersectionWhile he was stopped, another vehicle came up from behind him in the .right lane but fish-tailed when it attempted to stop and hit his Mercedes [redacted] said he had no traction on the ice and was unable to get out of the wayWhen the light then turned green and he started to move he slid over and hit the other vehicle which had just come to a stop That other vehicle then left the scene [redacted] said he again started to drive down the :road when another vehicle in front of him kicked up a .rock/object that then flew back and hit his vehicle [redacted] explained that from his description, there were three separate occurrences here The first was a &ult..free collision in which he was struck by another vehicle..His uninsured motorist coverage would apply for this accident with a $deductible upon .receipt of a police .report Another accident then occurred when he stmck the other vehicle He would be negligent for that accident and his collision deductible would apply The third occurrence was actually a comprehensive claim caused by a flying object MsLoeffler also explained the damage from each accident would need to be considered separately, so the original claim check would need to be stopped While [redacted] disagteed that thete should be three claims assigned for this incident, the repair estimate was tewritten to reflect the damage that was caused by each occurrenceThe estimate for the damage mainly to the right side of the vehicle when the othet vehicle struck him totaled $1,and a payment of$555.70was issued to [redacted] pending receipt of the police report (which would reduce the deductible amount) Damage caused when [redacted] struck the othet vehicle did not exceed his deductible Finally, damage caused to the front of the vehicle by the flying object totaled $1,109.66, and a check for $was issued to [redacted] with considetati.on for his $comprehensive deductlble Please note that we also paid Hertz $directly for [redacted] 's use of a rental vehicle for two daysWe apologize that his experience with Hertz was unsatisfactory We regret we are unable to provide a more favorable response to this inquiry however, we believe these claims have been handled appropriatelyShould [redacted] have additional questions about the assignment of three claims to this incident, we would encourage him to contact Claims Supervisor [redacted] If you have any questions about the contents of this letter, o.t require additional information, please feel free to contact me at the above toll free number, directly at [redacted]