21st Century Insurance

Case:   [redacted]
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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.
 
Our review found this customers recent automobile renewal premiums were impacted by statewide rate changes that were filed and approved by the State of Connecticut. As an insurer, we strive to keep premiums as competitive as possible while providing our customers with the protection they deserve should a loss occur. As costs associated with automobile claims and insurance services continue to climb, it is necessary that we adjust our rating information to guarantee our ability to respond to claims. These costs can affect the auto insurance premium whether or not the customer has had an accident or claim. While renewal premiums may intermittently reflect necessary rating adjustments, we will continue to do everything we can to provide our customers with the lowest insurance cost possible. We have validated that the premium charged by our company was correct based upon the coverages chosen and rates in effect. As a result, we are unable to honor the customer’s request for reimbursement. Although the customer indicated that that alternate quotes were obtained through other automobile insurance providers, we are not familiar with the rates or coverages offered by other carriers. As such, we are unable to address the customer’s concerns regarding the premium quotes offered. However, we did find that the new business quote the customer received through our website included alternate coverages than what were previously provided under their active policy.
 
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.

Thank you for sending us this consumer complaint regarding our customer, [redacted]. I appreciate the opportunity to respond to his concerns.
 
[redacted] has been our insured since June 8, 2012. Our policy terms are for six month terms.
For the policy period...

June 8, 2014, to December 8, 2014, several amendments were made.
 
The renewal term effective June 8, 2014, was originally billed at $4,306.39.
 
Prior to the renewal but after we had already billed [redacted] changes were made to the policy as per the insured’s request. The next scheduled payment would be at renewal and it would pick up any amendment in the interim.
 
I have attached a copy of the billing for his review.
 
On March 31, 2014, the insured replaced a 2003 Honda with a 2009 Honda. This increased the premium by $631.69. On April 3, 2014, the insured re-added a vehicle effective April 1, 2014, which increased the term premium by $349.06.
 
I have attached his itemized billing so he may review what we billed him for and what we credited him for all of his amendments.
 
The end result is we required more money to keep the policy in force. We have discussed these changes with the insured.

After 13 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 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

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.
I have three points to make:  1)  It is clear that the majority of the answer provided by 21st Century Insurance is a generic answer dealing with losses.  Were there no such losses prior to soliciting my business and providing a lower rate?  I would like to see the losses before I was solicited and agreed to switch carriers versus the losses over the next 2 years.  2)  How is a 69% rate increase over 2 years with only 1 minor policy change (increase in medical payment coverage $11 combined for both vehicles) not unconscionable?  Shouldn't 21st Century let customers know before soliciting them that there has been a 69% increase over the last 2 years so they can make an informed decision before switching auto insurance carriers?  3)  What does it mean in 21st Century's response when it says "the next scheduled deduction will occur on 2/27/14."  Does that mean that my premium is being reduced?

Thank you for allowing me the opportunity to respond to our former customer's concern.
When the policy was initiated on February 8, 2013, we were advised that her daughter had a learner's permit and was not yet licensed. She was not required to add her daughter until she obtained her...

driver's license. She did not call us to add her daughter when her daughter received her driver's license.
She called our office on January 20,2014 and advised us that her daugher obtained her license and is the only driver of the insured vehicle. She also advised us that her daughter was away in college at that time. As per our guidelines, her daughter was added to the policy effective the day after her call, January 21, 2014. Her daughter was required to be added to the policy on the day she received her driver's license.
Her intention of cancelling the policy after learning the premium charge for properly rating the policy has no bearing on the requirement for her daughter to be listed on the policy. All household members who have a driver's license and is not insured on another policy, are required to be listed on our policy. As such, we will not delete her daughter from the policy or waive the premium charge for her daughter from January 21, 2014 until the policy cancellation date, as the policy was properly rated.
Please feel free to contact me with any additional questions or concerns.

Attached is our response to the above complaint.   (See attached file: Revdex.com_response[1].pdf)   Thank you     [redacted]
[redacted]
[redacted]
[redacted] ...

[redacted]
[redacted]  [redacted]

We did send a request to remove the additional loss from your loss history, however, it was not processed by the vendor.  Please accept my sincere apology for the inconvenience.  I sent another request today to remove the duplicate loss from 4/3/12.  The entire process...

can take up to 30 days for processing.   If you need a letter to submit to your current insurance carrier, please call our customer service department and we will be happy to assist you.    Thank you for bringing this matter to our attention, so it can be addressed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me to a certain point. The money accessed my account for the amount was for a one time payment from Western Union when Brett [redacted] called to make a payment. He, at the time, was living in Florida and was on his way to Ohio following a horse hauler transporting his horse to Ohio. I gave him permission to use my account for payment due the 21 st Century Insurance. They in turn have been accessing my account for continuous usage since 10/05/2012 without my knowledge. It is a checking account with deposits from Social Security and retirement. My income is $1150.00 a month. The insurance accessed is generally $75 to $80 a month which I had no idea was being accessed. I have my own life, house, car, and all the maintenance, upkeep, food and medical payments, that comes with living alone. The payments have been taken out since 2012 and has a total of $2485 ACCESSED. I NEED REINBURSED FROM 21St Century. I definitely need your help.Thank you very much for your concern. [redacted]

Regards,

October 19, 2016
 
face="Times New Roman" size="3"> Revdex.com Serving Delaware
60 Reads Way
New Castle, DE  19720
 
Delivered uploaded to:  Revdex.com of Delaware Complaint Hub
 
 
 
[redacted]      [redacted]            [redacted]                  ...⇄ [redacted]                   [redacted]           ...⇄ /> [redacted]                         [redacted]     ...⇄ [redacted]
 
Dear Revdex.com Serving Delaware, 
 
We are writing in response to your correspondence dated October 5, 2016, wherein Ms. [redacted] expressed her concerns regarding our investigation of her claim, which determined she was at fault for the damage to the claimant’s vehicle.  We appreciate the opportunity to review and respond to Ms. [redacted]’ concerns.
 
Our records indicate Ms. [redacted] reported this claim on October 31, 2015, and we obtained her recorded interview regarding the accident when she called us on November 3, 2015.  During this interview she advised us another car had sideswiped her car, which caused her vehicle to go into the claimant’s lane and strike the claimant’s vehicle.  Unfortunately, our investigation did not find any evidence supporting Ms. [redacted]’ statement that her car was struck and/or sideswiped by another vehicle (prior to her impacting the claimant’s vehicle).  Therefore, in November 2015 we determined Ms. [redacted] was principally at fault for the accident because her actions or omissions contributed at least 51 percent to the legal cause of the accident which resulted in property damage exceeding $1,000.00.
 
On December 2, 2015, named insured [redacted] contacted us and advised they disagreed with the outcome of our investigation; therefore, we agreed to take have another adjuster reexamine and further investigate the claim as part of our reconsideration process.  After making several attempts to contact Ms. [redacted] and obtain her recorded interview, she sent us an email on December 15, 2015, advising she would be available at noon on Friday, December 18, 2015, to provide her recorded interview.  Unfortunately, we did not hear from Ms. [redacted] on December 18, 2015, and she did not respond to our phone call made at 12:09pm on Friday, December 18, 2015. 
 
Our records also indicate we made several additional attempts to contact Ms. [redacted] between January 12, 2016, and March 30, 2016; however, we never received a response and were unable to complete our investigation in reconsideration of her claim. 
 
At this time Ms. [redacted]’ claim is closed and if she would like to proceed with the reconsideration of her claim, we ask that she contact Claims Supervisor [redacted]. 
 
Once again, we appreciate the opportunity to review and respond to Ms. [redacted]’ concerns.
 
Sincerely,
[redacted]

[redacted]

This company and it's customer service is absolutely horrible! I got insurance in August 2015 for 2 vehicles and paid my premium in full. In December 2015 I bought a new car and added it to my policy. At the same time, I signed up for their Auto Payment service to automatically pay my premiums via credit card. When my next bill was due, I got a notice that my policy was cancelled for non-payment. I called customer service and the guy left me on hold about 10 minutes and said he talked to 2 managers but they were unwilling to reinstate my policy because it was my fault. I don't understand how it could be my fault when I signed up for Auto Payment 12/24/15 and my bill wasn't due until 2/1/16 and the effective date for my coverage didn't begin until 2/25/16. Also the website didn't show my account was even activated for the Auto Payment. After asking to speak with a manager/supervisor he left me on hold another few minutes only to say they were all busy. This is extremely poor service, poor communication and total disregard for customers and lack of consideration to help or even make an attempt to help resolve the issue, which was their fault.

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.
I have text messages proving that the witness and I didn't know one another before the accident. [redacted] has all of these messages, but has so far ignored them altogether.  For your reference, I've attached those here. I've also attached messages I sent to the manager of his building and to the other witness, which is almost verbatim to the one I sent to G. I call him G, because that's the name he gave me. It's the name I gave [redacted]. It's the name I gave my insurance adjuster at Progressive. It's the name I know, as I still don't know what it stands for. 
And when it comes to our "similar" addresses... the accident happened as I was turning into my driveway. He was walking on the sidewalk. I'm not sure how that is cause to ignore his testimony completely. 
I've also provided a Starbucks receipt (which I provided to [redacted])... proving I was out running errands before the accident occurred. Why would I then park directly across from my driveway... in a no parking zone and in front of another street? [redacted]'s version of events don't even come close to making sense. Also, if I was parked on the curb... how did the debris go under my car and to the right? Oh, because I moved it there so traffic could continue moving up and down Camrose while [redacted] and I dealt with the situation.

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 this customer’s renewal premiums were impacted by statewide rate changes. As an insurer, 21st Century strives to keep premiums as competitive as possible while providing our customers with the protection they deserve should a loss occur. As costs associated with automobile claims and insurance services continue to climb, it is necessary that we intermittently adjust our rating information to take these increasing costs into consideration. Review shows that we provided the customer with renewal offers and automated payment plan statements in advance of the renewals, and updated policy documents after processing customer initiated changes so that they would be aware of the upcoming payment draft amounts. We have provided the customer with a response advising them that we are unable to honor their request for a refund on earned premium.
 
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 find that this resolution is satisfactory to me. 
 
Regards,

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.
There was no prior contact of my address changing. My address has been the same for the last eight years. I feel the customer service representative made a mistake when I added my new car causing this problem to escalade into the matter it has. They did this before and lucky I caught it before the matter became an issue. Another issue I mentioned was when I called Century 21t insurance regarding an accident that involved me hitting a dog. The representative told me I had to file the claim through my insurance which is false and very inaccurate. I was misinformed when in fact I should have filed the claim through the dog's owner's insurance. The cost of obtaining  false information from my insurance company caused me to pay a deductible of $250.00 (in which I should not have paid) and hurt my driving record. I feel they should be held reliable for their actions the same as I would if I represent false information.
 
Regards,

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.
1. I have not received the $50 back from the company.  The insurance company owes me $50.00 for the period of 2/5/2014 to 2/11/2014.  The representative who I spoke to on February 5, 2014 indicated that I will receive a credit of $50 for reducing my coverage from 2/5/14 to 2/11/2014, not the 2/11/14 to 8/11/2013 as the company later letter indicates.    
 
2.  I did not ask the company to change my name and initials to my name.
 
3.  I would like to file a report about the company's fraud and misrepresentation to their customers due to their dishonest business practice.

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.
I appreciate the company getting back to me, however someone is not reading their notes/files thoroughly. The correct date of the actual accident was January 14, 2013 NOT January 12, 2013 as the company is trying to state. Regardless if it is effecting my premium or not it should be listed correctly or it should not be on there at all especially with it being a not at-fault. The January 12, 2013 is a duplicate of the January 14, 2013 accident that the claims representative incorrectly entered into the system and never adjusted. Brandon Brewster the claims adjuster stated he would fix it and I guess never did. I spoke to [redacted] recently about this same issue who pulled calls and verified the claims were duplicated and corrected the mistake YOUR company made and adjusted the dates and deleted January 12, 2013 not the January 14. As far as the January 29, 2013 claim goes, I am still disputing this claim and would like for this to be investigated because this claim was NOT made by me nor Julia because we only own one vehicle and that vehicle is the 2009 Dodge Grand Caravan listed on the policy and that vehicle was still at Hubler express collision/Abra getting body work done from the January 14, 2013 accident. I was informed that your company was going to pull the call and see who it was that called on My behalf and acted as if they were me and made a claim. I was driving a rental vehicle from Enterprise at that time which was being covered by the other individuals insurance company who was at-fault of that accident. Enterprise was notified that the vehicle they gave me had two flat tires by the time I got home due to the valve stems gave way, they called their roadside to pick up and transferred my contract to another rental vehicle even swap. I never notified claims nor filed anything myself nor gave them permission neither did Julia. I would like the recorded calls pulled and reviewed and this matter taken care of. I have had no at-fault accidents since I have had coverage with your company and ever since I have signed up I seem to be having issues and paying more each renewal period. I have all documents needed for verification. I will take my complaint further more to get this issue resolved if needed. I'm not happy that someone falsely filed a claim and that no one is looking into it and now I am being over charged and overpaying for something that once started out at a reasonable rate. Also when I started my policy it was $375

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.
I disagree with the statements [redacted] made about me and my husband.  [redacted] first of all disapproved our claim by simply looking a photos emailed to him by the [redacted] company ( their preferred facility).  Our claim number is [redacted].  I would like to request for 21st. Century to send out another mechanic to inspect our sunroof.  If their adjuster came out inspected our 2000 Bonneville and determined that the roof's fabric covering was damaged by wind and the headliner and upholstery on the sunroof was damaged by rain and it is covered under our policy; How is it that the rain damaged the ragtop and inside headliner but it didn't damage the sunroof? The sunroof, ragtop, and headliner was operative and intact before the storm.  The sunroof was totally closed when we dropped off the vehicle to [redacted] company on Tuesday September 2, 2014.  [redacted] from [redacted] sent [redacted] pictures immediately the same day with the sunroof closed and [redacted] denied the total claim the same day.   I have no reason to falsify anything that we reported.  I reported the claim immediately the next day after the storm.  I just want the record to show that it rained all day Thursday August 21, 2014.  On my may home from work that night it rained until early Friday morning August 22, 2014. The streets were flooded, basements, and cars on the side of the road.  It took me 3 hrs. to get to work and I called 21st. Century and reported my claim while I was driving the car wet on the inside.   If 21st. Century took time out and reviewed this information they would know this.  Lastly, I had to pay out of pocket $65.00 to [redacted] company for a diagnostic fee for my sunroof; Which was working before the storm.  Mr. [redacted] from [redacted] company told my me its non-refundable.  How can that be?  I want my $65.00 refunded to me or deducted off of my deductible.  I just want to be treated fairly as a respectable paying customer.

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 matter.
Review shows that the refund was released electronically to the customer’s bank, the source of their last payment, within the 10 business days allotted in our filed company guidelines.
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.

Thank you for allowing me the opportunity to respond to Mrs. [redacted]'s concerns.
I reviewed our file and found that Mrs. [redacted] called our office on July 16, 2016 to add her daughter and her vehicle. Mrs. [redacted] was advised that the pro-rated premium for adding her daughter...

and her vehicle was $1,909 for coverage from July 16, 2016 to January 3, 2017. She was also advised that she would have four installments beginning September 3, 2016 of $477.25. We did not receive the first installment of $477.25 on September 3, 2016.
On September 22, 2016, received proof of other coverage for her daughter and the vehicle effective September 20, 2016 and she and the vehicle was removed effective September 20, 2016. The pro-rated premium charge for covering  the vehicle and her daughter from July 16, 2016 to September 20, 2016 was $737. In addition to this balance, the policy was assessed a $5 Late Fee for the missed September installment and a $4 installment fee bringing the balance to $746. This balance for coverage already provided will be spread amongst the remaining 3 installments.
Please feel free to contact me with any additional questions or concerns.