21st Century Insurance

Review: I had auto insurance with 21st century for two years. I insured two vehicles. On 12/18/2013 I was divorced and my wife,now ex was awarded the 2012 mazda 5. The Judge and my attorney said that as of that date(12/18/2013) she has the vehicle and any and all responsabilties of it. My attorney said that I could cancel the insurance and not worry about that car any more. I called the insurance company on 12/18/2013 and canceled the insurance on that car. I received a refund for what I was over paid. A couple of weeks latter I went on there web sight and seen that the car was back on my account and insured again. I called them up and asked them why and they said the other guy did not have the right to take the car off my account and as long as there was a lone against the car I would have to insure it. I told them that I was divorced now and she was given the car and all reponcabilities to it and they just did not seem to care. Then I seen that the amount of money that they refunded me for over payment was added to my renual. So I canceled all my insurance with them and got another insurance company. But now they are still trying to bill me for the 96.29 that they refunded me for over payment. I called and cancelled the insurance for the car on 12/18/2013 per the Judge and my attorney. I dont owe them that money after I cancelled. If they chose to put that car back on the insurance after I called and cancelled it that was there fault and I should not have to pay for it. How can they put them selves over the Judge and my attorney?Desired Settlement: I cancelled the insurance for that car and they did not have the right to put it back on. I should not have to pay for what they did wrong. They should drop the 96.29 bill

Business

Response:

This policy became effective in August 2010. The responder was listed as the first named insured, and his wife was listed as the second named insured. On 12/19/2013 the responder called our Customer Service Department and disclosed they were divorced. He asked us to remove his ex-wife and her 2012 Mazda from the policy. Our representative removed the vehicle, but did not remove his spouse. We issued a refund of $73.44

Per our guidelines, our representative should not have removed the Mazda without first confirming that the insured’s spouse had new insurance.

On 01/17/14 the responder’s former wife (second named insured) called our Customer Service Department. She advised us that she had not yet secured new insurance, and we immediately re-added her vehicle to the policy. The policy was canceled on 02/25/14 with a remaining balance of $96.29.

Due to the sensitive nature of divorce we prefer to remain impartial. Our procedures require that the insured initiating the change either remove his, or herself from the policy, or both insured’s obtain a new policy and cancel the original. We do not endorse leaving either party without insurance.

With that said, if either insured secured new insurance prior to the 02/25/14 cancellation date we will amend the policy.

Review: My father and I were previously insured with the company 21st century for about 11 years.In the beginning the company was exceptional we felt good about having business with them, but slowly their service and dedication towards the customer was starting to slack off.We started noticing actions from them that we did not like.One of the problems was the amount of time they would take to resolve our issues. we constantly had issues with someone making changes in our policy because every time we had a claim they would look away from the problem stating that we were not covered for that type of accident. What really was the turning point, when we decided to change insurers was when our 1995 chevy suburban got broken into. Someone broke passenger side window, crawled in and stole our radio. we made the call and they told us they will handle it. the claim was processed as two separate claims, and when they sent someone to replace the glass they were trying to charge my father a ridiculous amount of money. we denied payment and so we were left 3 days without a glass risking further theft. It was at that point that I had to purchase and install the glass myself. In addition the perpetrator broke the dashboard and part of the steering wheel components and the emergency flasher button does not allow the lights to function properly up to this day we still have that problem. they failed to do their part in insuring us and that is why we left the company before the renewal if the policy we felt they were incompetent when it came to doing their job. Now they are threatening to send us to collections for an amount we owe, I don't believe we owe them anything. my name is [redacted] I was added to the policy as well and I added a new car to the policy and they prorated me a ridiculous amount of money for a car that was not in my possession it was still being litigated through the dealer. when I contacted 21st about this problem they said the only way to waive this fee would be to take me out of the policy.Desired Settlement: The amount of money they claim we owe should be dismissed. We feel that we have options in this country and we tried to give 21st a chance to make this situation better with my fathers truck which had full cover on it but at the time of a loss for us they walked away from the problem. we did not appreciate this fact, which is why we switched over to a different company which by the way to this point does an excellent job of treating their customer as any great paying customer should be treated.

Business

Response:

Dear Customer,

We reviewed your file and sent a written response to you. Please let us know your choice whether to continue your policy or not. I included the necessary premium amount needed to continue your policy. We must receive it prior to September 2, 2013.

We appreciate the opportunity to review this concern for you.

Best Regards,

Representative

Review: I gave a 30 day advance notice of termination of insurance on a 6 month contract, 21st Century is trying to charge me $50 cancellation fee+ a $4 installment fee on a policy that is bi-annual. I tried to make changes earlier (8/19) online but was locked out by company. I feel that there was considerable notice on a contract that is based on first month installment accepting start date. The company is claiming "policy reinstatement without lapse" on 8/21 coincidently the same date I gave notice. My policy terminates 9/19/2013 and I am paid in full as of 18 June '13. Nowhere can I find that a cancellation stipulation; is when in between policy renewals, as I went six months at a time.Desired Settlement: I feel I owe this company ZERO ($0) dollars and our relationship be terminated.

Business

Response:

Dear Customer:

We reviewed your file and on August 28, 2013, we removed the $50 cancellation fee as you agreed to allow the policy to expire at the end of the six mnth term. On August 31, 2013, we waived the $4.00 and there is a zero balance owed on the policy.

We appreciate the opportunity to review this concern for you.

Review: After receiving a policy increase from [redacted] I contacted your company as well as esurance. Esurance stated they could not write me and that was fine, BUT your agent [redacted] told me there was NO Problem writing me, and sent numerous hours helping me find the lowest way to write me and finally told me to go with two separate policies and what paper work would be needed to write this. On Monday, August 19,2013 I submitted everything and was told he had everything he needed to go ahead and cancel [redacted] and there would not be a problem, so after being reassured I did as told and canceled [redacted]

After numerous attempts I finally spoke to someone above him only to learn you were not going to honor what I was told to do and write my policy. When I called [redacted] to see if I could continue with them, I was told I canceled and was not able to continue with them. Leaving me now to pay a quite larger fee than the original [redacted] quoted fee.Desired Settlement: Due to this situation and to avoid having a Judge decide the outcome of how to handle this mess your agent created, I feel you should override the decision and honor what was told to me by your agent.

Business

Response:

Dear Customer,

Thank you for your referral through The Revdex.com regarding your automobile insurance policy. We appreciate the opportunity to review and respond to your concern.

We sent a written response to you.

Please feel free to contact me with any concerns or questions.

Best Regards,

Representative

Review: I have 21st century car insurance and my boyfriend made the firs payment for me and they told me that I had toput my card on file to get the cheaper price I told them that my card was no good cause that bank was in tn and I lived in nc and could no longer make deposits due to that bank does not have a branch in nc and that card was no good the rep told me that it was ok that the card would NOT be charged my mthly bill is almost 40.00 and this mth they are charging me 105.00 when I called to find out why they said they are charging me 25.00 for returned payment and 5.00 late fee they were NOT allowed to charge the card it was made clear when I set up the services and then called back to talk to customer service, then today they wanted me to pay 63.00 that is 3 different amounts and the customer service rep was no help just that it was a legit fee since the card was no good i'm very upset with the service and don't think that I should have to pay a fee like that when I was told that the card would not be charged I have no problem paying my mthly bill but not the fee when it's not my faultDesired Settlement: I will pay the mthly fee and the 5.00 late fee but I shouldn't have to pay a return fee of 25.00 when I was told that the card would no be charged

Business

Response:

The insured did advise us not to charge her card, however; we advised her that the next deduction would occur on 12/5/14 and that she should call at least three days prior to pay with her boyfriend's card, or to update her card with her new information. Unfortunately, she neglected to remit payment, or to change the card. As a courtesy, I am waiving both the $5 and $25 fees. The insured's policy is in a cancellation bill cycle because we have not yet received her December installment. She is now being billed for both her December and January installments. To avoid cancellation, we suggest that she call our Customer Service Department to remit payment prior to the 12/29/14 cancellation date. Sent on: 12/12/2014 3:43:48 PM

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. HOWEVER I did call to make arrangements due to them knowing the card was no good.

Review: On March 30, 2014 I received an e-mail from 21st Century Insurance with my insurance policy renewal information. While reviewing the bill I noticed that I was charged a "Return Payment Fee" and "Cancellation Fee" totaling $30.00.

I immediately contact the insurance company and was told that there "must have been a problem with your debit card information on record". I immediately contacted my bank and was told that the account was never presented with my insurance renewal bill, therefore it could not have been "Returned" as stated by 21st Century and that there was plenty of money in the account on 3/26/14 for the bill to be paid.

My husband then called to try to explain that we did nothing and yet, $30.00 was charged to us. 21st Century refused to correct THEIR error. They stole $30.00 from us for absolutely no reason.

Thank you, [redacted]Desired Settlement: Please refund us our $30.00 that was incorrectly charged to us.

Business

Response:

Dear Customer,

We reviewed your file and 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

Consumer

Response:

Review: Insurance renewal submitted, one vehicle was dropped no longer in our possession, sold to salvage yard. Amount of insurance charged for said vehicle not paid in renewal submitted. Letter sent explaining why.Notice received requesting 186.19. Called spoke with representative, statedthat 92.26 was required as final payment.Total payment 1037.43 minus 186.19 for dropped vehicle 851.24 sent.Desired Settlement: That amount sent be payment in full, if not why

Business

Response:

Dear Customer,

We reviewed and discussed your file with you today to demonstrate how we arrived at your balance.

We appreciate the opportunity to review this concern with you. Please let us know if you have any followup questions.

Best Regards,

Representative

Review: On my auto policy, there was a Ford Focus that I was legal owner on title and Indiana registration. In December 2014 when my husband and I separated, he was no longer a driver. I called Customer Service to notify them of the separation and request that he be removed from the Ford Focus policy. I was told that that could not happen without his permission. That he had to call and that you could not call or contact him by mail to gain his permission to remove his name. At that point, I had limited contact with him. I told the representative and the supervisor that I would provide proof of ownership and that this was completely sexist against a female that “his permission was required”. After almost 7 months he finally called.

Also on the policy was a Dodge Dakota truck. He and I were joint legal owners on title and registration. By law, even though he had taken the truck in the separation, I was required to be on insurance. When we first separated, I called and was told that he had called and generated a policy for himself. I asked did you ask him if he was legal owner, and the agent said he said he was. I said I am calling to inform you that I am a joint legal owner and that by law I have to carry insurance. While they fully quoted and had arrangements to get him his own policy, they completely disregarded the policy we had jointly. I spoke to a supervisor and she said agents really should not discuss his new policy and that they do double write for the same vehicles. But she stated that if she received a phone call notifying her that someone had stated they were legal owner of a vehicle and weren’t, that she would notify the underwriter that she should ask for proof of registration and title in his name.

So after months, the truck was older and ended up getting to the point of needing to be scrapped. So he called and cancelled the policy. Now, I was on the policy and a legal joint owner, yet there was no “you need your wife to call and give permission”. So the agent just cancelled the policy and your company did not think I should have any part of confirming this yet he had to confirm his removal from my Ford Focus which he was not a legal owner.

I have no idea what your company is doing. Are you saying your company is sexist against females or do you not care about the legal aspects of the corresponding title and registration treating a legal owner of a vehicle like they have no say in their own vehicle?

In any case, I cannot do business with a sexist company. The way you made me feel as a female, like I had no rights, and had to rely on a spouse that left me unannounced and for months I had no communication with him makes me sick. I certainly should have carried all the rights to the Ford Focus being the legal owner. Also, it was my personal credit card on the policy which paid you on time, so allowing him to make changes without including me, while I was not allowed to make any without him, is just wrong.

The way you do business with females is so old school and disappointing. In my generation, I have never felt like as a female in the US I didn’t have a voice.Desired Settlement: Now that he has removed himself from the policy, my rate has decreased had I chosen to renew. Therefore, since I reported this in in December 2014, I would like an adjustment and refund. Basically, with the removal of him from my Ford Focus policy, still being legally married, just separated, the rate is less because of my clean driving history and his not so much. Also, I want to hear from the company why I had no rights.

Business

Response:

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.

Review: I turned in a settlement contract, contract was received and acknowledge for the set amount. I received a check less the amount I signed for. I called, response was,there was a outstanding bills and said they could not contact me. At the point of receiving the signed contract, no changes should have been made without my signature. This happened in your Lewisvile , Texas office. Once the contract was received signed she had no rights to use that money. If there is something at that point outstanding it should have been sent to me.Desired Settlement: I desire to receive the amount of the contract I sighned for

Business

Response:

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

I think that 21st Century Insurance shouldn't be allowed to be in business. Their employees are rude, not helpful, are degrading, and they lie. They said they sent us documents in the mail that we never received, then when we called them they said we could go online to find them. We did that and what do you know, no documents on there. They said since we got a letter of non-renewal they could do nothing and we were dropped like that with no insurance. Even after sending in all the documents they said there was nothing they could do. We were on the phone countless times trying to figure out what was going on. One employee said he couldn't do anything for us because we have no fax machine at home, another told us our insurance ended on the wrong date, another tried to be helpful but couldn't do anything. Finally, two supervisors both told us there was nothing they could do and blamed this issue on us, when clearly it is their error. One even admitted it was, but didn't help us to fix it. This has been a nightmare and now we are stuck. There has been no desire to help us throughout this process, which is sad since we have had them for two years now. You would think a company would reach an agreement when they know it was their error, but not 21st. STAY AWAY FROM 21ST! Or if you have them, watch closely.

Review: When I started my insurance policy a few years ago with 21st Century I was told in order to get a lower rate I would need to sign up for Auto Pay with my credit card. I agreed and set it up and I have a few companies that I pay this way including my cell phones, childcare, cable, etc. When the Target security breach broke I canceled some of my cards that I felt were at risk. I had forgot that one that I canceled was the one I pay my insurance. I have never been late with them before. In fact all my bills are paid usually before they are due which is why my credit score is always 803+. When I got notice that my payment did not process and cancelation notice in the mail, I thought if I explained what happened it would be no problem. WRONG. I complained to several representatives and they refused to credit my account for a "RETURNED PAYMENT FEE of $15" claiming that it was my responsibility to check on the 13th page of my policy when they mailed it which stated the credit card it was being billed to. When a credit card is declined the fee is nowhere near $15 from the bank. This could and does happen to a lot of people and that there should be some attempt to correct the incorrect credit card information rather before imposing a fee on my account. Banks do not charge $15 to check to see if a credit card is accepted or declined. Although it may be legal, it is unethical to charge any customer for a situation like this that could happen to anyone unless there was obvious intent to avoid or miss a payment. This is just bad customer service.Desired Settlement: Reverse $15 returned payment fee.

Business

Response:

Our fees are printed on the second page of our Billing Invoices, and are filed with the State of Florida. We assess a $15 fee when a premium payment is returned from the bank. We make exceptions to the fee when it becomes evident that a bank error occurred. In this case, the insured knowingly canceled his debit card, which resulted in the returned payment. We certainly understand the insured’s position, however; we beleive the insured had sufficient time to notify us and to change the bill plan. Unfortunately, the the fee remains valid.

Consumer

Response:

Review: I signed up for 21st Century Insurance in October for my car that was registered in my name it was a 1995 blue Chevy lumina. I paid the first month payment which had an elevated fee just so that I didn't have to sign up for automatic payments. I paid the extra fee and clarified I did not give consent for auto payments and the rep stated there were no auto payments set up. Shortly after at the beginning of November me and my wife separated. She had me sign the car over to her and she sold it and got a new car a 2006 Black Pontiac g6. She changed the policy to the new car, but they refused to let me off the policy claiming we were still married and it could not be done. I got a new bank account but transferred the same debt card over to the new account. On Dec 25th 2013 they charged to my card a payment in the amount of $74.99. I immediately called my wife and she called them to find they were closed till the next day. The next day she called me and told me she couldn't do anything because I was the main account holder. I called them and spoke with [redacted] from Grand Rapids MI and she could not do anything about it. Then I spoke with a advanced rep named [redacted] from Phoenix AZ and she stated that my separated wife J[redacted] signed up for auto payment when she made the change. I stated she didn't have the authority to do that with my debt card which is linked to my personal bank account not a join account. She said it didn't matter because I would have had to call and make a payment anyways. I stated it did matter because its not my vehicle and not my problem. She refused to cancel the policy because she needed my separated wives permission (interesting though how they had me call because my wife needed my permission...). I called my bank and filed a fraud case through them for unauthorized debt card use. I then called my wife and told her what was going on. She called in and spoke with Maria and Dwight Ford both stating that I signed up for auto payment when I first got the policy (can they keep their story straight? no...) which she new was incorrect because I paid the higher amount to not sign up for auto payment. They then agreed to close the policy effective 12/27/13. That is 2 days after the policy was paid. I expected a small amount of pro ration to come out which I was ok with. The refund would be in the amount of $47.62... that's a loss of $27.37 that they want me to pocket because they signed me up or let my wife sign my card up (who ever you believe) for auto payment against my will. All I want is my full $74.99 back due to their lack of common sense to not sign some one up for auto payment when they ask to not be signed up for it.Desired Settlement: I want the full amount of money refunded to my bank account. I would like to have all the calls listened to for proper customer service evaluation. And I would like an apology for this situation happening in the first place.

Business

Response:

Our records reflect that your policy was set up on autopay on October 24, 2013, when the policy began. We complied with your request on December 26, 2013, when you asked us to remove your credit card from autopay. The policy is canceled effective December 27, 2013, and on December 31, 2013, we credited $47.62 back to your credit card.

Consumer

Response:

Review: I signed up with 21st Century on 10/04/13 with a rate of $27.24 a month. I paid the initial cost of $49.06 on 10/04 and signed up to be automatically billed on the 5th of each month thereafter. The money was to be taken off of my debit card (an H&R Block Emerald card) that I had used to pay the initial $49.06. My Social Security Disability payments are direct deposited onto this card on the 3rd of each month. My payment of $1163 was deposited this month on the 1st. The 21st Century website showed they were processing payment of $27.24 on 11/05/13, but then they show a reverse payment on 11/08/13. My debit card statement, which I can check online, shows no attempt to authorize this payment ever. I spoke to 21st Century and they keep telling me I have to pay a reinstatement fee and return payment fee, so I owe them $74.48. I should not have to pay for THEIR mistake. The money for the insurance payment is still sitting on my debit card. I have a copy of the online statement if needed. I use this debit card every month to pay all of my bills - electric, water, sewage, internet - and no other company had any problem charging my card. I believe the problem is with 21st Century, not me, and they need to fix it!Desired Settlement: I want 21st Century to only charge me the $27.24 a month as quoted and promised to me, and not try to charge me $74.48. I would like them to charge the $27.24 to my debit card for this month, November, then $27.24 each month thereafter like they told me they would.

Business

Response:

Dear Sir/Madam,

I reviewed our file and found that we attempted to deduct our insured's scheduled payment of $27.24 on November 5, 2013 and again on November 8, 2013. Both attempts were declined by his credit card company for insufficient funds. After the failed second attempt, a $20 returned payment fee was asssessed and on November 13, 2013, we will mail a cancellation notice for $79.48, which includes the past due payment, the next installment, and the returned payment fee. This payment must be received prior to November 28, 2013 in order to continue the policy.

On November 8, 2013, we spoke with our customer and advised him to provide documentation from his bank that showed he had sufficient funds in the account at the time of our debit attempts and we would waive the fee and process his payment. Once he provides this information, we will be able to assist him further.

I hope this addresses our insured's concerns. If you have any addtional questions or concerns, feel free to contact me.

Business

Response:

This is in response to the rebuttal to our initial response to his complaint. I appreciate the opportunity to clarify our position.

I reviewed the credit card statement provided. The statement shows a balance of $.33 as of November 1, 2013. According to his ascertion, a deposit of $1,163 was made to the account on November 1, 2013. The credit card transactions on this account from November 1st to November 5th totaled $953.04 and should have left a balance of $205.63 instead of $27.75 as shown on the statement. The statement does not show the deposit of his disabitlity payment and we submit other debits or credits that would account for the accounting difference.

In order to reconsider our decision, we must see a full statement with a running balance with all deposits, withdrawals, and credit and debit transactions on the card during this period.

We will gladly review the document upon receipt and look forward to assisting him in this matter.

Consumer

Response:

Review: On October 4 2015 I cancelled my auto insurance policy, and was told that a refund of $410.80 was going to be refunded back to my account within 7 to 10 business days. On October 6th I called to check if my cancellation had been received, they advised it was and again I asked when the refund would be issued, I was advised the same 7 to 10 business days. On October 14th I called to check on the refund, I was advised that I would be receiving by 16th but no later than the 19th of October. On October 19th the refund was not on my account so I called 21st Century and was advised by the customer rep who had spoken to the accounting dept that the refund would be issued sometime today, being that Monday Oct.12th had been a holiday, it delayed it by one day. My husband called back within 10 minutes to see if it was going to be refunded back before 2pm so it could go into our account, this time we were told by Laurie that we had been misinformed previously by both of the reps I had spoken to prior, and that now the refund would not be issued until October 26th and that we needed to provide a bank statement to show a running balance in order for the refund, which we had never heard of any of debit credits we have ever received. My husband asked to speak to a supervisor since they could not give us an answer as to why now it would be until the 26th. A supervisor by the name of [redacted] spoke with my husband and she advised that the refund would not be given until the 26th but could not give us a reason as to why it was being delayed beyond the 7 to 10 days, and now no bank statement had to be provided. It seems that 21st Century keeps giving us different stories on the refund.Desired Settlement: Have the refund issued back to my account as I was told it would be.

Business

Response:

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 conflicting information that this customer was

provided. Automated Clearinghouse (ACH) payments require a 10 business day hold

to allow for sufficient notice of payment reversals. Our records reflect that the consumer’s refund

was released to their financial institution on 10/19/15, and should be become available

for disbursement within three to five days.

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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Though I must say after a lengthy conversation yesterday Oct. 20th with the Home Office Rep. of C21st Century, I was advised that the money was to be received by Friday Oct.23rd., after advising them that I would not close my complaint through the Revdex.com until the refund was received in my account, the refund was in my account as of this morning. So my complaint has been resolved. Thank You.

Review: RECEIVED A LETTER FROM ABOVE INSURANCE COMPANY STATING THAT THEY NEEDED DRIVER'S LICENSE FOR MY ADULT DAUGHTER WHO MOVED OUT OF MY HOME 14 MONTHS AGO. I CALLED SAID INSURANCE COMPANY TO LET THEM KNOW THIS. FOUND OUT THAT EVEN THOUGH SHE DOES NOT LIVE IN MY HOUSE AND IS OFF ON HER OWN SAID INSURANCE COMPANY AUTOMATICALLY ADDED HER TO MY POLICY WITHOUT MY KNOWLEDGE. THEY STATED THAT THEY SENT A LETTER AND THERE WAS NO RESPONSE SO THEY ADDED HER TO THE POLICY. I NEVER REC'D A LETTER UNTIL TODAY. DURING THE PHONE CALL I TOLD THEM TO REMOVE HER FROM MY POLICY AND THEY REFUSED UNTIL THEY RECEIVED PROOF THAT SHE NO LONGER LIVES AT MY ADDRESS.

THIS IS VERY WRONG FOR THEM TO JUST ADD PEOPLE TO INSURANCE POLICIES BECAUSE A REPORT THAT THEY PULL SHOWS THAT OTHERS LIVE IN THIS HOUSE.Desired Settlement: REFUNDED IMMEDIATELY FROM THE TIME THEY ADDED MY DAUGHTER TO MY POLICY.

Business

Response:

Dear Customer,Thank you for contacting us regarding your concerns. Attached is a letter with our findings and additional correspondence related to your policy.Regards,Representative

Review: On February 4, 2014, I contacted 21st Century Insurance to amend my auto policy [redacted].

The customer service representative asked me if I’d like the changes to take effect immediately or the changes can start on February 11, 2014. I asked her what is the difference and how much premium refund will I receive for the period from February 4th to the 11th. She advised me I will receive a refund of $50 dollars for amend my auto coverage for the period from February 4th to the 11th.

I have not received the $50 refund as the customer representative indicated. On March 4, 2014, I contacted 21st century Insurance and spoke with manager Hetty. He refused to honor the company’s prior commitment refund, and failed to provide me with the $50 refunds. He said that the company gives me a credit $1.00 for amend my auto policy for the period from February 4th to the 11th.Desired Settlement: 21st Century Insurance should honor the prior commitment to provide $50 refund for the period from February 4th to the 11th.

Business

Response:

Dear Customer,

We reviewed your file and 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

Consumer

Response:

Review: I sought to purchase homeowners insurance with Farmers, and they directed me to J[redacted]'s insurance in Bryan, Texas and I have been speaking with [redacted]. My uncle who is elderly lives in his home in Bryan I have Power of Attorney for and I am handling his business affairs. I was initially sent the application for J[redacted] for my Uncle to sign (prior to me receiving POA), and I was told that they do not accept credit or debit cards but only electronic check transfer for the premium. There was an emergency that came up and he was not able to complete. I contacted J[redacted] a few weeks later and asked if we could continue the application or do we have to restart. They changed their mind at the time and said my Uncle now has to come in person and then said they only take cash. I asked why is this the case when it was not before and I did not receive a response. I emailed again and they did not provide a reason but just that my Uncle has to come in person. I called my uncle to arrange the appointment however due to his increase in forgetfulness he missed his appointment. Due to the nature of most recent circumstances my Uncle appointment me POA. I contacted the J[redacted] insurance again to advise of the POA and again they stated that they have to write the policy in person. The problem is not with the fact they have to write the policy in person its the fact this agent contradicted themselves and initially sent me the application and are now not telling me why they are changing their minds. I spoke with J[redacted] today Feb 3, and immediately [redacted] was rude unprofessional, accused me of my home being vacant which it is not, and he had not evidence of such as I have proof of electric bills, cable, water, etc that shows someone is living in the home continuously. He then proceeded to say that there is hundreds of paperwork I have to sign for a policy (which I know can be done via online) and flat out accused me of being a crook but did not give any indication as to why. He immediately said "you just need to go somewhere else" and said no one is going to insure a [redacted] home, due to the house being in a predominately Black neighborhood. This insurance agent has lied, has evaded answers to my direct questions and has used racial slurs and bigotry to not assist with the insurance of the home.Desired Settlement: I want an explanation of the rationale why this company was dishonest in their practices, and I want my home to be insured by the terms originally set.

Consumer

Response:

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.

The company is lying regarding the fact I was ineligible for insurance. I was sent the application in which I am attaching screenshots of. They told me conflicting information which is also attached. The [redacted] agency is refusing to assist because the home is in a predominately African American community. They were going to insure the home without problem until they found out where the home was located.

Business

Response:

February 26,2014

To Whom It May Concern:

Review: I last carried an insurance policy with 21st Century for the period of 4/30/12 - 10/30/12. During that period I made payments (including a service fee) which were due on 5/30, 6/30 and 7/30 per the installment payment schedule included with my bill. I had paid each payment in full. I left 21st century in 10/2012, and still maintained continuous coverage through another insurance company with no lapse.

After receiving a call from a collection agency on 12/12/13 regarding a past due amount of $55.00 to 21st Century, I immediately called the 21st Century customer service center to verify that there was a past due amount. I spoke with [redacted] from the Grand Rapids, Michigan office and she informed me that the amount was due to an earned premium/grace period and all I would have to do was send her a declaration stating that I maintained continuous auto insurance coverage after my 21st Century policy had expired. Within the hour I sent her the requested document from my current insurance company. [redacted] replied on 12/13/13, and stated that she spoke with the accounting department, and the $55.00 past due was a valid amount comprised of service fees and that I would have to pay. I called [redacted] and asked if she could send me something in writing explaining what the $55.00 charge was for, and she said that she could not. I then asked to speak with a supervisor and was forwarded to [redacted] in the New York office. [redacted] level of service was unprofessional and left a lot to be desired to say the least. After explaining my situation to him, he replied that "[redacted] shouldn't have helped me out that much" and that "She went above and beyond what she should have done". He also stated that I would need to resolve this with the collection agency. I asked him if there was anything he could do to verify the $55.00 past due amount as I had paid my previous policy in full, and I had never received a bill or notice from 21st Century after I cancelled my policy. This was my policy and I simply asked to verify an alleged past due balance. He said there was no way he could connect me with the accounting department or verify the amount that I allegedly owe, and that I would have to take it up with the collection agency.

After this I was able to access my old 21st Century account online and view past bills and documents. I was able to view past bills for the period form 4/30/12 - 10/30/12, and cross reference those bills and dates with my bank records to confirm that the requested amount was paid in full. I also was able to view a policy cancellation declaration confirming that my policy was cancelled effective 10/30/12. However, I also found 2 bills that were dated after my policy expired. One bill dated 12/04/12 for $51.00 and another dated 12/12/13 for $55.00. Both statements note that "There is a balance due on [my] insurance policy for coverage that was provided prior to [my] cancellation date". I have hard copies of all billing documents and I can verify through bank records that my policy from 4/30/12 - 10/30/12 was paid in full. I do not know what these two bills dated after the cancellation of my policy are for, and I never received a bill in the mail or an invoice through email.

If this is a valid debt, I take no issue with paying it in full and having the collection removed from my credit report, however I would like to know what this alleged past due amount is for as the bills are dated after my policy was cancelled and I had paid the previous policy in full and on time.

All of the above referenced documents and emails are available upon request.Desired Settlement: Since all documents I have from both my bank and 21st century for the last insurance policy I held through them show that all payments to 21st century were made on time and in full, I would like to have the alleged $55.00 past due amount removed from collections and my credit report. Or If 21st Century would be willing to explain what this balance is from and if it is a valid debt, I will gladly pay it in exchange for it being removed from collections and my credit report as well.

Business

Response:

Dear Customer,

We reviewed your file and 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

Consumer

Response:

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 reviewed the response made by the business in reference to complaint ID [redacted]. It appears that this disputed amount is a valid debt that I have the ability to repay. However per my last set of policy documents with 21st century, there was no mention made about a past due amount, I think that during that policy period it should have been 21st Century's duty to notify me of that as to not have a past due balance for a prolonged period of time. It was not until over after I terminated my policy that I was made aware of this. This matter has been referred to a collection agency who has contacted me, and will be notifying me in writing withing hte next week of my rights to verify and dispute the debt.

I am willing to pay the $55.00 directly to 21st Century in exchange for this being removed from collections, and not being reported to the credit reporting agencies.

Review: On October 26, 2015, I cancelled my auto insurance, and was told I'd be issued a refund of $618.34 and that it would be refunded to my credit card they had on file. Today I realized that the card they had on file has since expired, and I called to give them the new number. Was told they can't take the new number, and I would have to wait until transaction was refused, then I would be issued a paper check. I asked if they could send me an email verifying that we had had this conversation and was told no. I then noticed that my online 21st Century account is not showing my correct email. I believe this email has been intentionally altered in the last few days so they can claim that they couldn't contact me. They have had my email correct for the last 3 years whenever they wanted to exact a payment from me. Also they do not seem to show my cellphone number, only a land line we no longer have. P.S. I cancelled policy because they've doubled the price of my insurance in 3 yrs even though I've made not claims, have no tickets or accidents.Desired Settlement: A check for $618.34 by express mail.

Business

Response:

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, 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 claims continue to climb, it is necessary that

we intermittently adjust our rating information to guarantee our ability to

respond to claims. Our records reflect that the noted premium increase was due

primarily to a statewide rate revision, which may impact a policy regardless of

the claims history. We acknowledge the insured’s frustration over the increase,

in addition to her excellent driving history. We

regret that the insured’s email address was incorrectly modified. This was a

processing error that occurred subsequent to the policy cancellation. However, it

does not appear that the insured’s cell phone was provided as a preferred

method of contact; and as a result, it was not included on the policy file.Our

records confirm that the insured placed a call to our customer service

department to cancel the automobile policy. The cancellation resulted in a

premium credit which was refunded to the insured’s credit card on file. Soon

after the refund was released, the insured informed us that her card had expired

and requested to have the refund issued alternatively. The insured was

correctly advised that her financial institution would have to rescind our

transaction in order to accommodate her request. To expedite processing, we reached

out to the insured with the suggestion that she contact her financial

institution directly. We would like to extend our appreciation for the insured’s

patronage, and it is our hope that all future service needs will be met with

level of customer satisfaction that she deserves.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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Review: 1 month after signing with their cheap quote They started taking more money from my account without telling me They then said the sent a letter, never did, I have phone email everything, They said they need two questions answered but afterwards I still wouldn't get my money back They sent a list of 10-12 questions. So I canceled Before next payment was due, but was told they would be billing for another big charge When I explained I would be reviewing their [redacted] on line she said be careful you will be liable Wow real good customer service, Worse insurance company I have ever dealt with, rude people and sneaky

So basically they said they r gonna turn me into a collection agency, on top of xtra money they already took, they want more

Bottom Line: No, I would not recommend this to a friendDesired Settlement: Pay me back xtra money took and delete any made up balance

Business

Response:

Case: 201590 To Whom It May Concern:Thank you for notifying 21st Century of the concerns presented to the Better BusinessBureau. We appreciate the opportunity to respond to this inquiry.As an insurer, it is always our intention to provide excellent service to ourpolicyholders, and we regret the difficulties that the customer experienced. Aspart of our standard, new business procedures the consumer was asked tocomplete an underwriting questionnaire for the purpose of validating vehicleuse. When timely response was not received, the annual mileage for the insured vehicleswas adjusted to reflect the national average for non-retired operators. The insuredsubsequently provided the requested information and the policy has been restoredto the original six month premium. The insured’s refund of $13.54, will bereleased within the next five business days.We thank you for your time and attention, and we apologize for any inconveniencethis matter has caused. If we can be of any further assistance, please contact us.