21st Century Insurance

The insured's policy became effective on 05/24/13. On 08/23/13 we received a completed application, which indicated that the vehicles were lifted.  Our underwriting guidelines prevent us from insuring lifted vehicles. We immediately mailed the insured a letter stating we could not add customization of a lift suspension and the policy would be non-renewed effective the anniversary date.  This is in compliance with our filing in the State of Texas. Had there been a loss during the coverage period the vehicles were insured under the contract. The policy is paid in full and no refund is pending.

Thank you for allowing me to respond to Ms. [redacted]'s concerns regarding her former automobile insurance policy.On September 21, 2015, our representative learned that Ms. [redacted]'s son, [redacted], was 18 years old and had a driving permit. Our representative advised that Jaire would be...

covered to drive under Ms. [redacted]'s policy without any additional premium charge at that time.In accordance with our underwriting guidelines, we require all household members age 18 and over with a driving permit to either be added to or excluded from a policy. However, we have found that this information was not communicated to Ms. [redacted] prior to our Underwriting Department adding Jaire to the policy as a rated operator effective the July 1, 2016 renewal. We apologize for any inconvenience this may have caused.Jaire was originally removed from Ms. [redacted]'s policy effective July 18, 2016 resulting in an additional premium charge for insuring him as a rated driver from July 1, 2016 until July 18, 2016. As an accommodation, we have removed Jaire from Ms. [redacted]'s policy effective the date he was originally added, July 1, 2016. Ms. [redacted]'s outstanding earned premium balance has been adjusted from $355.00 to $118.00 for coverage that was provided up until July 29, 2016, and is based on a revised July 1, 2016 renewal premium of $770.00 for Ms. [redacted] and her 2015 Dodge Dart. Immediate payment of this balance would be appreciated.We regret that this experience resulted in Ms. [redacted] requesting to cancel her policy and are sorry to have lost her business. 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 concernspresented to the Revdex.com. We appreciate the opportunity...

torespond to this inquiry.It is always our intention to provide excellent service to ourpolicyholders, and we regret the difficulties that this customer experienced. Ourrecords reflect that this customer was not the vehicle operator during thereported loss. We acknowledge the vehicle operator’s name was omitted from the losshistory report utilized by many insurance carriers. We have requested that thevendor update their files to include the name of the vehicle operator involvedin this loss to remedy this matter. We have also contacted the customerregarding the resolution of their concerns.We thank you for your time and attention, and we apologizefor any inconvenience this matter has caused. If we can be of any furtherassistance, please contact us.

Thank you for allowing me to respond to Ms. [redacted]'s concerns.I have reviewed our files and was unable to locate any recent inquiries that may have been received via the phone number, e-mail address, or postal mailing address Ms. [redacted] provided requesting to remove her policy...

information from our records. We apologize for any inconvenience this matter has caused.Ms. [redacted]'s former automobile insurance policy canceled effective February 15, 2006. As requested, we have permanently removed Ms. [redacted]'s archived policy information from our records. Additionally, we have taken appropriate measures to ensure that Ms. [redacted] does not receive any future marketing solicitations from 21st Century Insurance either by postal mail or e-mail at the addresses provided.Please note that while members of Ms. [redacted]'s household may not have had a policy with 21st Century Insurance, they may still receive marketing solicitations from us unless a request is received from each individual that wishes to cease such communications. If Ms. [redacted] or members of her household do not want to receive firm offers of credit or insurance from other companies, we would encourage them to call the [redacted] or visit their website at [redacted]If you have any additional questions or concerns, please feel free to contact me.

I appreciate the opportunity to respond to Mr. [redacted] concerns.
I reviewed our file and found that the collection balance of $271.96 is correct. Mr. [redacted] started former policy 2027 40 52 for coverage on a 1997 Mercedes Benz E420 on June 9, 2011 with an effective date of June...

10, 2011. The full term premium at that time was $464. When we did not receive the required signed Uninsured Motorists Coverage rejection forms, the coverage was added per State mandate, increasing the premium to $562.
The policy was on Auto Pay with recurring credit card payments. We successfully debited the policy for his down payment and the July 10, 2011 payment. The August 10, 2011 was declined by his bank. We sent Mr. [redacted] an updated billing statement on August 18, 2011 and when no additional  payments were made, we mailed a billing on September 20, 2011 and a cancellation notice advising that the policy would cancel effective October 5, 2011. None of the mailings and documents were returned to us as undeliverable. The policy canceled effective October 5, 2011 and we mailed an earned premium billing notice.
We did not have any Customer Service contact with Mr. [redacted] on this policy until March 30, 2016, nor did we receive a written request for Mr. [redacted] to cancel the policy or correspondence advising that the vehicle was sold at any time prior to March 30, 2016. If Mr. [redacted] sold the vehicle prior to October 5, 2011, we will be more than happy to credit the collection balance for the appropriate amount of days once we receive valid proof of sale.
I hope that this clarifies this matter  and we look forward to working with Mr. [redacted] once valid documentation is received.

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.
Hello,
 
As I explained before, damages were not done to the front of my car. I added my pictures in again to show you where hit hit my car from the side and then scraped across my car (as you can tell by the skid marks left) after he hit it. He was not paying attention. The fender is dented in and also he knocked of my tire's hub cap. If I hit his car with the front of mine, I don't see how damage would have occurred to the side of my bumper and also my hub cap. Also I attached  a picture of the back of his car untouched but also to show he passed my car up in the lane.
Regards,
[redacted]

The 21 Century adjuster are beyond rude into bombastically deceitful bulling. Please be ware. This is not an ethical company and will go up to the edge of the law on the recorded conversation. The adjuster also withheld, refuse and mischaracterize key legal duties. Please be ware.
I had 21 Century Insurance years ago. Our car was repaired in their recommended shop. Work was poor. Dash was installed so that the edge near the passenger door was not flush. Shop manager asked if I would just forget it.
Also they also attempted to return the car pulling hard to the left. Clearly no one bothered to test drive the car.
I switched years ago. Unfortunately I have to deal with them again. Nothing has changed. This company remains completely unethical and therefore untrustworthy.

TDI#116390, - Philadelphia Insurance co. & Farmers Insurance co. refused my injury claim liability against their insured Subway Resaurant by relying solely on their unprofessional and inefficient investigation, which their investigator had committed investigation misconduct. The insurance companies recieved my Statement, they recieved my photos of the damaged sidewalk in the property point lines, they recieved my purchased copy of their descriptive property deed that show the property point lines in my photos, they recieved the City of DALLAS report and Butting LAW informing them that their insured is responsible for routinely checking the grounds and reporting the damaged sidewalk to the City of Dallas for repairs, which they did not do. They recieved my witnesses statement that she saw the accident and that the damaged sidewalk was on their inureds property, and still they refuse to settle the claim. They have ignored all of the court legal proceedings by not filing a timely Answer to my filed complaint against them, and nor have they appeared at the court hearings, which they have become in Default of their silent and non-response actions, with no reasonable attempt to settle my claim todate. And they are now claiming that my claim time has expired, not true, the last court action on my claim was November 7, 2014, and the two year claim time expires November 7, 2016, this year. All of their badfaith actions in delaying payments of my claim, accommodated with acts of malicious, intentional, fraudulant, and Grossly negligent conduct; And the injured party should not only be entitled to a TDI Resolution against them, but the injured party should also be entitled to a full settlement with the past years interest, and Extra Contractual damages, which I demand immediately.Desired Settlement:Other (requires explanation)Desired Outcome Description:All of their badfaith actions in delaying payments of my claim, accommodated with acts of malicious, intentional, fraudulant, and Grossly negligent conduct; And the injured party should not only be entitled to a TDI Resolution against them, but the injured party should also be entitled to a full settlement with the past years interest, and Extra Contractual damages, which I demand immediately. $250,000.00 and annual life payments for medical care and damages.

We have talked with the complainant and her son in follow-up to the original notification and response to the Revdex.com. The complainant has been advised that we will consider her request for reimbursement when she provides a copy of the complainant's bank statement in her name only, and a copy of the police report pursuing charges against her son. To date, we have not received either document. Our records reflect that the complainant's son relied on our insurance in both Florida and in Ohio, and was aware that monthly deductions were occurring. Our company position remains the same in this matter.

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.
It is true that I notified them July 15th of my husband's death but I did not remove the policy on his car at that time.  I removed it when I sold the car on July 29th.  My policy went up 300. for my car at that time, which violates their own policy.  Thanks for trying to resolve this.  I will just shop around for a different insurance company that values someone's business.

In reviewing Mr. [redacted]’s policy, it was cancelled on May 13, 2016, for non-payment of premium.  The ongoing investigation of Mr. [redacted]’s claim for an April 7, 2016, loss under claim number 3005964965 had no impact on the decision to cancel the...

policy. 
Special Investigator [redacted] is assigned to Mr. [redacted]’s claim to investigate the facts and circumstances surrounding the April 7, 2016, loss.  The investigation remains ongoing and once it has been concluded, Mr. [redacted]’s claim will be advanced to conclusion. 
 
We maintain Mr. [redacted]’s claim is being handled appropriately.  Should Mr. [redacted] or his attorney have any questions concerning his claim, they may speak with either Claims Representative [redacted] or Claims Supervisor [redacted].   
 
Thank you again for the opportunity to review Mr. [redacted]’s concerns and respond.  Should you have any additional questions, you may contact me toll free at [redacted] or at my direct line of [redacted] or by e-mail at [redacted]
 
Sincerely,
 
21st CENTURY CENTENNIAL INSURANCE COMPANY
 
[redacted]
Senior Customer Relations Consultant
Claims Customer Relations

We apologize for any frustration Mr. [redacted] has experienced in his attempts to reach our claims department.  Claims Supervisor Devyn Salmon spoke with Mr. [redacted] on September 1, 2016, and...

discussed the denial of his claim.  Should Mr. [redacted] have any additional questions concerning his claim, he may speak with either Ms. [redacted] or Claims Manager [redacted] at [redacted]     Claims Representative [redacted] was assigned to complete a liability investigation.  She spoke with [redacted], policyholder [redacted] and witness [redacted] regarding the accident.   Mr. [redacted] and Ms. [redacted] provided differing versions of the accident.  Mr. [redacted] advised he was waiting to make a left turn into his driveway, with his left turn signal activated, as Mr. [redacted] was walking across the driveway.  When Mr. [redacted] began his left turn, he stated Ms. [redacted], who was behind him, attempted to pass him on the left side and struck his vehicle on the left front.  Ms. [redacted] advised Mr. [redacted]’s vehicle was parked along the right curb and suddenly pulled out and struck her vehicle on the right front as she passed by Mr. [redacted]’s vehicle.  She also stated she did not observe Mr. [redacted]’s left turn signal.   Mr. [redacted] advised he noticed Mr. [redacted]’s left turn signal was activated when Ms. [redacted] passed his vehicle on the left side.  Ms. [redacted] advised us that she believed Mr. [redacted] and Mr. [redacted] knew each other before the accident as Mr. [redacted] told her that Mr. [redacted] and he were neighbors.  Based on Mr. [redacted]’s and Mr. [redacted]’ addresses, our claims department confirmed Mr. [redacted] and Mr. [redacted] live in close proximity.  Given the above information, along with the content of the text messages between Mr. [redacted] and Mr. [redacted], our claims department determined Mr. [redacted] would not be considered an independent witness.        Ms. [redacted] also reviewed photographs taken at the scene immediately after the accident.  The photographs depict Mr. [redacted]’s vehicle, tire marks and the debris field close to the right side of the street.    Ms. [redacted] completed her investigation and determined the evidence failed to clearly support Ms. [redacted] was at fault in the accident.  In a letter to Mr. [redacted] dated August 23, 2016, Ms. [redacted] advised the investigation revealed he breached his duty to make a left turn as close to the left edge of the lane, causing the accident.  As such, Ms. [redacted] respectfully denied Mr. [redacted]’s claim.   Regrettably, we are unable to provide a more favorable response to Mr. [redacted]’s inquiry as we believe a thorough investigation was conducted and the decision to deny his claim was supported by the information and documentation contained in the claim file.          Sincerely,   21ST CENTURY INSURANCE COMPANY     [redacted]
 
[redacted]

Thank you for allowing me to respond to our former customer's concern.
I reviewed our file and found that his account was set up on recurring payments when his 3/21/14 payment was declined by his bank. He called our office on 4/2/14 and made a replacement payment and requested to...

use his new credit card for his future installments. The auto-payment set up was not successfully re-established. We apologize for the failed set up of the automatic payments.
That day, he also set his policy up to receive his policy documents, correspondence, and billing by paperless notification.
On 4/3/14, we emailed the customer and advised him that he had a document to review. The document was a regular installment billing advising that a payment of $106.33 was to be mailed to our payment processing center by 4/21/14. We did not receive his payment so we mailed a cancellation notice to the address we had on file. We also sent another email advising that he had a document to review. We did not receive a payment and the policy canceled for non-payment effective 5/19/14. He was assessed a $50 cancellation fee and we mailed an earned premium bill for $145.99 on 5/20/14.
The cancellation notice that we mailed was returned to us on 6/25/14 as he had moved from the address that we had on file.
On 7/11/14, [redacted] called regarding his policy. He was advised of the cancellation. Our representatives denied reinstating the policy, but offered a new quote. His new quote was higher due to the change in his address. There was no rating for the lapse of insurance.
I spoke with [redacted] today and apologized personally for the issue with his automated payments. I offered him three options to resolve this issue. I offered to reinstate the policy without a lapse which would waive the cancellation fee, but he would be responsible for the premium charge from 5/19/14 to date. I also offered to reinstate the policy with a lapse and waive the cancellation fee and he would only be responsible to pay the earned premium for coverage up to 5/19/14 and then for coverage beginning tomorrow. Lastly, I advised that he can continue coverage with his new carrier and I would waive the cancellation fee and he will only be responsible for coverage up to 5/19/14.
He opted to stay with his current carrier and as discussed, I waive the $50 cancellation fee leaving his earned premium balance at $95.99. I advised him that if he does not pay the balance immediately, the account will go to collections, but he can make arrangements to pay through the collection agency.
Please let me know if you have any additional questions or concerns.

Our records reflect a 45% increase in premium since the insured’s inception date of 02/27/12. We agree this is substantial, but warranted given the increase in our costs. Our rates are filed with the SC Department of Insurance, and the Department’s website offers price comparisons between accepted insurers. Since the insured is on a recurring credit card plan we deducted his renewal payment on 02/27/14. The insured is paid in full.

Dear Customer,Thank you for advising our company of your concerns.We have responded to your complaint. Please see attached and let us know if we can assist you any further.Regards,Representative

We received a complaint with date filed April 15, 2014, from [redacted]. We posted a response on April 21, 2014.  We received a letter from[redacted] with the Revdex.com which included more information from [redacted].
 
[redacted]'s concerns were regarding a bodily injury settlement offer.  We acknowledge he was dissatisfied with our offer.  On April 29, 2014, Claims Supervisor [redacted] spoke with [redacted] and explained to him we pay for reasonable, necessary, and related medical expenses.  He advised we did not have documentation from the chiropractor and if more information was received we would re-evaluate and this may change our offer. We would like to work with [redacted] to resolve his claim. Should he have further questions, he may contact [redacted].

Thank you for allowing me to respond to Ms. [redacted]'s concerns.I have reviewed our file and we are unable to accommodate Ms. [redacted]'s request to reinstate her policy. On February 13, 2016, we sent a billing notice advising that a payment of $120.96 was due by February 19, 2016....

When we did not receive Ms. [redacted]'s payment, she was assessed a $10.00 late fee on February 23, 2016. On February 25, 2016, we mailed a cancellation notice to the policy address on file, which advised that we required a payment of $130.96 before March 16, 2016.On March 9, 2016 and March 10, 2016, Ms. [redacted] called and spoke with our Customer Service Department regarding her policy billing. Ms. [redacted] was advised during each call that her payment was due before March 16, 2016. 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 policy. Ms. [redacted]'s policy canceled effective March 16, 2016 as we did not receive the required payment, and her policy is not eligible for reinstatement. We would encourage Ms. [redacted] to immediately secure coverage with another automobile insurance carrier as soon as possible. We regret that we are unable to provide a more favorable response to Ms. [redacted]'s concerns.If you have any additional questions or concerns, please feel free to contact me.

Dear Customer,Attached please find a response to your complaint. Please don't heisitate to contact us if you have further questions.Regards,Representative

Thank you for allowing me to respond.
I have corrected the date of the loss from January 12, 2013 to January 14, 2013. I apologize that it was not corrected earlier by our Claims Department. The date correction has no impact on the policy.
We reviewed the telephone call from the vehicle damage report from January 29, 2013 as requested. A gentleman who identified himself as [redacted] and sounds very similiar to him called in damage to two tires on a rental vehicle. The claim was said to be a formality as they did not anticipate any request for damages to be made by the rental agency. The filed claim was required to obtain a replacement vehicle. The call was made from [redacted] concedes that there was damage to the tires on  the rental vehicle in his telephone conversation with me and in his response to us, the loss as it appears on the policy is correct on the policy. It was closed with no payment made.
Lastly, please find attached a copy of the New Business declaration page showing the initial policy premium of $475.42.

[redacted] reported a weather-related loss to us on August 22, 2014, and claim number [redacted] was established. Our claims department inspected [redacted]’s 2000 Pontiac Bonneville and determined the...

roof’s fabric covering was damaged by wind. It was also determined the headliner and upholstery on the sunroof was damaged by rain. These damages are covered under [redacted]’s policy. However, it was determined the inoperability of the sunroof was not related to the loss but was the result of mechanical breakdown or failure. In a letter to [redacted] dated September 9, 2014, Office Coordinator [redacted] respectfully declined payment of the sunroof as the damage was due to mechanical breakdown or failure which is specifically excluded under the policy. Currently, [redacted]’s vehicle is scheduled to undergo repairs at Abra Chicago South, one of our direct repair facilities. We regret any frustration [redacted] has experienced during our handling of her claim. However, we believe the loss-related damages to her vehicle have been properly identified. We respectfully disagree with [redacted]’s allegation that the sunroof damage was denied due to any pending lawsuit her husband has with our company. Should [redacted] have any questions regarding her claim, she may speak with [redacted]
Sent on: 9/9/2014 4:27:31 PM