21st Century Insurance

This loss was reported on June 19, 2016, after our insured, [redacted], caused an accident in which three additional vehicles were damaged, including Ms. [redacted]’s.  Both Ms. [redacted]’s and Mr. [redacted]’s vehicles are insured by our company; Mr. [redacted]’s with 21st Century Centennial Insurance Company,...

and Ms. [redacted]’s with Farmers Texas County Mutual Insurance Company.  As she describes in her inquiry, Mr. [redacted]’s property damage coverage limit may not be sufficient to cover the damage fully to all three vehicles involved.  During a conversation with Ms. [redacted] on June 23, 2016, we explained this and suggested she pursue her claim through her collision coverage while we were awaiting information documenting the damages to all three vehicles.  Ms. [redacted] was reluctant to proceed this way, and we agreed to inspect her vehicle in the interim to determine the extent of the damage.  On June 29, 2016, we inspected Ms. [redacted]’s vehicle and determined it was a total loss based on the estimate of repairs.  A market valuation report was prepared to reflect the value of her vehicle, and she was informed of the outcome of the inspection the same day.   On July 1, 2016, we spoke to Ms. [redacted] again and reiterated we were awaiting information from all parties involved before we would be able to consider payment for her loss under Mr. [redacted]’s policy.  We again suggested she pursue her claim under her own policy if she did not wish to wait for us to obtain the necessary information.   On July 7, 2016, after receiving your email, we contacted Ms. [redacted] to discuss her concerns.  She advised us a claim was filed under her collision coverage with Farmers Texas County Mutual Insurance Company (our records indicate she did so on July 1, 2016).  Based on the circumstances, we have agreed to waive her deductible and our file notes indicate Ms. [redacted] has accepted our offer to settle her claim.  Once we have received the necessary paperwork, payment will be issued under her policy and reimbursement from the responsible party’s policy will be addressed once we know the extent of all damages.   We regret Ms. [redacted]’s dissatisfaction, but believe her claim was handled appropriately under the circumstances.

Case: [redacted] To Whom It May Concern: Thank you for notifying 21st Century of the concerns presented to the Revdex.com. We 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 our customer experienced. Our records confirm that our staff did not properly consult with the insured prior to issuing the new policy for her spouse. Upon learning of the insured’s frustration, the spouse was promptly notified and the new policy was canceled effective its inception date. The customer’s spouse and the co-registered vehicle remained insured until July 27, 2015. The referenced credit was the result of removing the spouse and vehicle as of that date. We wish to advise the customer that any retroactive cancellation of the vehicle may result in complications to her registration and driver’s license with the state of Indiana. As such, in order to credit the policy retroactively, we ask for documentation reflecting that the insured’s spouse maintained separate insurance coverage on the co-registered vehicle prior to July 27, 2015. This information may be faxed to [redacted]. We request that the insured include the policy number on all documentation. We thank you for your time and attention, and we apologize for any inconvenience this matter has caused. If we can be of any further assistance, please contact us.

We have reviewed Ms. [redacted]'s concerns and have determined her information in our claims system cannot be removed at this time.  We have several pending litigation-related holds on data pertaining to California claims, and are thus precluded from complying with her request.  Please note the litigation in question is not related to any of Ms. [redacted]'s claims specifically.   We are sorry we cannot comply with Ms. [redacted]'s request at this time.

We are in receipt of your recent inquiry to the Revdex.com. We appreciate the opportunity to review this matter and respond. We are pleased to advise you that after being able to confirm that the charges against you were dropped, we have changed our coding of this accident from at-fault to not...

at-fault. This change will be reported to the appropriate loss reporting agencies.
We apologize for any inconvenience this may have caused you; however, it was necessary for us to be able to confirm you were not being legally held responsible for this accident before changing the coding. Previous attempts to secure this information from you had been unsuccessful.
If you have further questions regarding this matter, we encourage you to contact Claims Supervisor [redacted] or Claims Manager [redacted]

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, 2015. 
Payment in the amount of $91.27 was issued on December 11, 2015.  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]

Thank you for allowing me to respond to Mrs. [redacted]'s concerns.I have reviewed our file and we are unable to accommodate Mrs. [redacted]'s request for an adjustment to her earned premium balance.First, Jack W [redacted] was originally excluded from coverage as a driver on Mrs. [redacted]'s new policy...

that was effective March 24, 2016. As such, we required a Named Driver Exclusion form for Jack to be completed and received by April 28, 2016. A copy of this form, and a notice advising that we required the form to be completed, were included in Mrs. [redacted]'s new policy packet that was mailed to the policy address on file. The documents that were required to be completed for Mrs. [redacted]'s new policy, including the exclusion form, were also made available to sign electronically by logging into her policy at www.21st.com. When we did not receive a completed Named Driver Exclusion form for Jack by the required date, we sent a notice to the email address on file providing an additional opportunity to complete the required exclusion form. We did not receive a response to this request. As such, Jack was added to Mrs. [redacted]'s policy as a rated driver effective March 24, 2016. The resulting premium charged for insuring Jack from March 24, 2016 until Mrs. [redacted]'s policy canceled effective May 20, 2016 is valid.Finally, the cancellation fee is assessed when a policy is canceled mid-term at the request of an insured or due to non-payment of premium. Mrs. [redacted]'s policy was written for a six month term effective March 24, 2016. As she requested to cancel her policy effective May 20, 2016, the cancellation fee is valid.We provided all information regarding Mrs. [redacted]'s new policy, including applicable fees, in her new policy packet. It would not have been possible for a representative to cover all of the information regarding Mrs. [redacted]'s policy that was included in her new policy packet. As such, we sent this information to her in writing for her review. We regret that we are unable to provide a more favorable response to Mrs. [redacted]'s concerns. There is currently an outstanding earned premium balance of $161.52 for coverage that was provided up until May 20, 2016. Immediate payment of this balance would be appreciated.If you have any additional questions or concerns, please feel free to contact me.

To Whom It May Concern: Thank you for notifying 21st Century of the concerns presented to the Revdex.com. We appreciate the opportunity to respond to this inquiry. It is always our intention to provide excellent service to our policyholders, and we regret the difficulties that...

this customer experienced. Our records show that the customer authorized his brother to complete the quote and the subsequent policy that was issued with our company. Review found that we advised that the documents were required to be returned to the company in order to maintain the initial premium discussed. As the documentation was not received, the policy premium was adjusted accordingly. We contacted the customer and provided our contact information should further assistance be requested regarding this matter. We thank you for your time and attention, and we apologize for any inconvenience this matter has caused. If we can be of any further assistance, please contact us.

Revdex.com:
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.
Spoke with a representative of 21st century insurance today (07/29/2014) and although admitting there was a mistake on their end, they offered no solution that would compensate their mistake and the stress it cause and/or the lapse it caused. The company basically took it on themselves to bill me an additional month and then discontinue without, in that month, making a legitimate effort to contact their customer of whom they owe due diligence under their default fiduciary duties. 2 months went by.\, uninsured mind you, when at that point for some odd reason on, around, july 10th or so, they placed a simple telephone call which informed me of the situation. Had 2 other occurences happened this would have been acceptable. Had they continued my insurance and then sought the back months in all OR had they discontinued right away and notified me, and not decided on their lone to pick a length of time to insure and then just drop their customer before speaking in person, either of these would have been acceptable. Since this didn't happen a middle ground needed to be reached. Since I had to forego 2 months of insurance and bear risk for those 60 days, they need to forego this, now, $95 charge they want for this random time frame they chose to insure me. Not to mention they still wanted to raise my insurance if I continued with them which also would have left an additional gap of uninsured time from the day the compliant happened till the offer day of today. I now have gone to [redacted] since I had no choice but to find insurance while I battle this and have also foregone additional money in hand each month to the sum of $12 a month or $144 a year. This needs to be resolved and these charges dropped, stop trying to bully young America 21st century insurance.

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, 2013.  However, our company's decision still stands because we found no indication that you contacted our company prior to December 19, 2013.

[redacted]       We have received your inquiry filed with the Revdex.com regarding the settlement offered on your totaled vehicle.  We appreciate the opportunity to review this matter and respond.   In your inquiry you are asking for...

$5,000.00 for the value of your truck. Our records confirm that you settled your property damage claim for $5,200.00.  The value was adjusted after we were able to confirm the aftermarket additions made to your vehicle.  A supplemental payment in the amount of $2,250.35 was issued on June 17, 2015.   We are pleased we were able to resolve this matter amicably.  Please contact the claims office directly if you have additional questions regarding your settlement.     **Please confirm receipt of this response.     [redacted]
[redacted]
[redacted]   [redacted]

Thank you for allowing me to respond to Mr. [redacted]’s concerns.On November 9, 2015, Mr. [redacted] called and spoke with our Sales Department regarding a quote he received for automobile insurance with our company. Our representative reviewed the quote with Mr. [redacted] and confirmed...

that the new policy premium would be $575.00 for six (6) months. Additionally, our representative advised that a down payment of $115.00 was required to start the policy, and that the remaining five (5) installments would be $92.00. Mr. [redacted] accepted the quoted premium and made the required down payment of $115.00 to start the policy. Mr. [redacted]’s policy went into effect on December 1, 2015 and was enrolled in our automated payment plan. Five (5) installments of $92.00 were scheduled to be automatically withdrawn on the 15th of each month starting with the January 15, 2016 payment. Unfortunately, our system did not process the automatic payments as scheduled, resulting in an outstanding balance of $460.00 for coverage that was provided up until June 1, 2016. We regret that this issued occurred and have waived the $460.00 balance as an accommodation.Mr. [redacted]’s policy renewed effective June 1, 2016 with a six month term premium of $567.00, which was a decrease of $8.00 over the prior term. The renewal premium was divided into six (6) equal installments of $94.50 that were scheduled to be automatically withdrawn on the 15th of each month starting with the June 15, 2016 payment. On October 18, 2016, Mr. [redacted]’s scheduled automatic payment of $94.50 from his credit/debit card was declined by his financial institution. As a result of the declined payment, he was assessed a $10.00 returned payment fee and a $5.00 late fee. On October 20, 2016, we mailed a cancellation notice to the policy address on file, which advised that we required a payment of $109.50 before November 9, 2016.On November 2, 2016, Mr. [redacted] called and spoke with our Customer Service Department. Our representative advised that the minimum payment required to prevent the policy from cancelling was $109.50, and that once paid there would be a remaining payment due of $94.50 for the November installment. Mr. [redacted] authorized a payment of $204.00 to satisfy both the past due balance and the November installment. We appreciate Mr. [redacted] bringing his concerns about the level of service he received from our representative to our attention. We recognize that our commitment to providing a positive customer experience was not met, and we sincerely apologize for any inconvenience this caused.Mr. [redacted]’s policy is currently paid in full for coverage provided up until December 1, 2016. Mr. [redacted]’s upcoming December 1, 2016 renewal premium is $924.00, which is an increase of $357.00 over his current term. This increase is due to Mr. [redacted]’s May 18, 2016 traffic conviction for Failure to Obey a Stop Sign. We would be happy to perform a review of Mr. [redacted]’s policy for possible ways to reduce his premium. This review is best done over the phone so we can discuss and review his policy details with him. Mr. [redacted] can contact one of our knowledgeable, licensed Customer Service Representatives at [redacted] for assistance with a policy review.If you have any additional questions or concerns, please feel free to contact me.

Case: [redacted] To Whom It May Concern:Thank you for notifying 21st Century of the concerns presented to the Revdex.com. We appreciate the opportunity to respond.Upon learning of the consumer’s frustration, the policy was referred to our Actuarial Department...

for review. Upon completion, a member of our Customer Relations Department will respond directly to the insured. The insured has been notified and is in agreement with our action. We thank you for your time and attention, and we apologize for any inconvenience this matter has caused. If we can be of any further assistance, please contact us.

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 10 business day hold I would have to submit proof of my bank showing the funds were in deed withdrawal. One way to submit proof was email, which I did send the prof on email to [redacted] on May 13,2014. I resubmitted again to a 21st rep again because the email was being rejected. The second time was successfully received from Agent [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 24hrs. Yet nothing was done!!!! 21st century and agent continue to give me the run around. Every time I would contact 21st agent I was told [redacted] was on vacation. I also got a stupid answer saying "oh [redacted] never submitted the paper work! What kind of service is that. I had no reason to have to go thought mug trouble! Especially when I had call back in April 23 almost 3 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 this. Lost of money and I was out $179 for 3 weeks for a stupid policy I did no longer had! My bank got withdrawal and I got negative fees in occurrence with this transactions. This is ridiculous!!!!! Horrible service! Was thinking of coming back to 21st on the future. Not 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 3 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 3 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, 3 weeks in advance! 
 
I believe you could give better customer service that the one given to me. I hope nobody else has to go thought all the stressful time I was put.

As stated in our original response, we believe the loss-related damages to [redacted]’s vehicle have been properly identified. Our claims department advised [redacted] she would be responsible for any diagnostic fees if the damage was determined to be not related to the loss. As such, we are unable to fulfill her request to be reimbursed the $65.00 diagnostic fees. Should [redacted] have any further questions, she may speak with Claims Supervisor L[redacted]
Sent on: 11/17/2014 11:38:21 AM

To Whom It May Concern:

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Thank you for notifying 21st Century of the concerns presented to the Revdex.com. We appreciate the opportunity to respond to this inquiry.
 
Our review found that two payments were credited to this customer’s account. Review of the bank statement submitted confirms that two payments were withdrawn from the account; therefore an additional credit is not warranted. We 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 you. If we can be of further assistance, please contact us.

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

Thank you for allowing me to respond to [redacted]'s reply.
With all due respect, [redacted] indicated to our roadside administrators that she was not aware her vehicle had locking lug nuts, which require a specialty tool to complete a tire change. The original provider that arrived on the scene was not able to complete the service request as they did not have the required tool for the locking lug nuts, which is why a second service provider was dispatched.
A provider equipped with the required tool to complete [redacted]’s tire change arrived approximately 1 hour and 40 minutes from when the original service request was received, and not 4 hours as stated by [redacted].
As a gesture of goodwill, our roadside administrators extended a $50.00 gift card to [redacted] due to the amount of time it took for a provider to arrive that could properly assist with the tire change. Additionally, a formal letter of apology was also sent to [redacted]. While we apologize for any inconvenience [redacted] experienced, we are unable to provide any additional compensation or accommodations for this incident.
Please feel free to contact me with any additional questions or concerns.

Dear Customer,We have responded to your follow-up complaint.Please review the attached documents and let us know if you require further assistance.Regards,Representative

Ms. [redacted] wrote regarding the bodily injury settlement for an October 23, 2014, accident. We received an Assignment of Benefits and Contractual Lien signed by Ms. [redacted] from [redacted] Health & Wellness that stated when a...

settlement was reached a check would be issued to their office for Ms. [redacted]’s outstanding balance. The settlement release Ms. [redacted] signed was for the total amount of her bodily injury claim. $899.00 was owed to [redacted] Health & Wellness, Inc. and the balance issued directly to Ms. [redacted] for x-rays ($215.76) and pain and suffering compensation ($500). Based on our review, payment for this claim was issued correctly. If Ms. [redacted] has any other questions, she may contact Supervisor [redacted] at [redacted] or Manager [redacted] Sent on: 5/15/2015 2:58:37 PM

Revdex.com:
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:If the other insurance company has accepted 50% liability but are denying it, then I need to submit a claim on them as well. Since the first and second appraisals do not include further damages to my car since the accident ( including the issue with my engine and the airbag light flashing), I would prefer to get a new estimate and have both parties pay half to fix my car. Regardless of fault, it was clearly not mine at all and I refuse to pay for damages that I did not cause. In addition, the other insured parties information will be included in this message so that they may be contacted as well regarding their liability of 50% of the damages. The company is [redacted] Adjusters, LLC. The insureds name is [redacted]. I had spoken to [redacted] about this matter and she denied any liability on 4/18/14 ( I have the letter she sent if you nee it). Her number is [redacted], this is her direct line, however, she NEVER answers her phone or returns my voice messages. I have even left messages to her supervisor who has also ignored my attempts to contact him regarding this matter. Both have been less tan helpful in this matter. The company address is [redacted] and two additional phone numbers I have are [redacted]. I appreciate your help in resolving this matter as soon as possible. Please let me know of the other insured parties intentions in this matter. Thank you.