21st Century Insurance

I called in around 6-8 months ago and informed 21st century I had a dwi and received a suspended license. I was told to fax in legal paperwork from the state showing this suspension. I did so. I dropped the truck I had on the policy because I sold it(because I could not drive- a long convo about doing so because of a suspended license ensued). My wife’s vehicle remained and I informed them I would not be driving it but they insisted I stay on the policy on a recorded line...I told them again that I was suspended and even with the legal state paperwork confirming my suspension they allowed me to stay on the policy because the check they ran said I was legal to drive. I was not. I have paid for the past 6-8 months extra money and the company was def. informed through legal documentation that I was in fact suspended regardless of what checks and balances 21st ran to validate my license. any state paperwork confirming suspension would supersede your check you ran. I was mis-informed and have paid extra money for no reason- I would have gladly dropped my name of the policy because I can't drive and this was understood 8 months ago. now all the sudden my wife is stranded at work without policy because you cancelled her policy under the same info you had 8 months ago...I would like her to be re instated and me dropped.

I have been a good customer and im not asking for any freebies or special treatment but I am asking that someone consider the fact I truly tried to do right by the company when I called in and stated all the facts of my situation and asked for counsel. I was mis-informed and led to believe I should continue to pay to be on a policy I knew I had no right to be on after the suspension. I was never offered to have my name removed rather I had to go through a long convo about how I had to be on it if I was in the house hold no matter what. I just want fair.

Review: I was contacted by an automated 21st century insurance phone protocol today (7.11.2014) I was informed that apparently my insurance hadn't even been intact since May 19th of 2014 and that I owe $140. Me owing some money is not the issue, the automated thing said hit 1 to talk to operator, I did I waited about 10 mins and I got a lady who was somewhat nice and helpful her name was [redacted] her employee ID was [redacted] informed me that in March an auto credit card payment was declined, which I recall, I mentioned I had got a new card and had called and gave them the new info. Correction, they called me actually, so each month I assume I'm paying for insurance... Come to find out today they had cancelled my policy on May 19th for non-payment>! I do not get it... I asked why wouldn't you charge the new card and she said "Sir when a cards declined it turns off auto-pay" I said well why wouldn't you all tell the customer that? She said and I quote, "it's technically our fault Sir in a way, but technically it's not our responsibility". I then spoke with a [redacted] in Phoenix, AZ, she was much ruder than the first lady. Long story short, I asked why wouldn't you all call me?! They said "they sent letters to me" I told them I don't check my mail really at all.. All I get is spam stuff and I said I should be paperless anyways.. CUSTMOER SERVICE CONFIRMEDS I AM PAPERLESS.. I feel failed and treated very poorly by this corporate giant. NOW my main complaint though is no matter where I go now, it will show I had a lapse in insurance and trherefore higher.. This is not fair... I am young and I do not need this stress in my life. Then they said they will only give me 10 days to pay or they'll send to collections, I feel bullied and mis-treated. I demand justice. I will write a bad review in Yelp and TripAdviser and forums one a day until I am treated fairly and I am met half wayDesired Settlement: My desired outcome is one of two things, I wish to be met half way. I either want a pardon from the lapse and I want to be quoted as though I completed my contract, I should be getting quoted less NOT MORE.. OR you can drop the outstanding balance. This is time sensitive as 21st century is threatening me if I don't pay in 10 days "it's no problem we'll just send to collections".

Business

Response:

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.

Consumer

Response:

Review: Just recently they attempted to tell me that I still owe them $900 from the last 6 months premium so they would be tacking it onto my next 6 months premium which added over 140 dollars to my monthly bill.

How is this possible if they automatically take the money from my account every month?

When I spoke to the woman on the phone she told me they would audit my account and call me back with the findings/solution.

I never received a phone call.

Ive placed numerous calls to 21st asking for this "extra" $900 to be explained to me and no one seems to have an answer. It doesn't even show up on my 6 month premium statement that I get.

How can I possibly be charged for something that isn't even on my statement? How could I just be charged for something without even being told how or why?Desired Settlement: I want this mysterious $900 removed.

Its an obvious money grab. I do not owe this company any more than what I had already given to them, AUTOMATICALLY every month.

Business

Response:

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.

Review: I spoke with a representative on wednesday 06/11/2014 to add a vehicle that I purchased the day before onto my current insurance policy that I have with 21st Century. My policy number is [redacted]. He was very informative and efficient with the process. Now before we ended the call I asked him for an estimate of what my monthly payments will be. He assured me that the payments will be around $235.00 give a take a few dollars. I checked my policy after making a payment and my next payment has increased at least $100.00 than what was told to me. The representative I spoke with today on thursday 06/26/14 tells me that it increase because the policy is getting ready to renew and the premium has to be paid in full before it can renew and that is the final fee payment. I understand that being the case but the previous guy assured me a different amount and the fact that the representative refused to help me and put someone on the phone who can rectify the situation is completely unacceptable. The company has taken care of me in other areas as far as towing my car when needed and answering any other questions I have. I was appauled when she did not want to help me because I was not expecting to have such a high payment to renew the policy. At this point I want to switch providers and I will not recommend the agency to anyone. I feel that false information was provided and it should be handled in a professional manner. I am sure the previous representative was looking at my policy information, so he knew that it was getting ready to renew and he should have informed me that there would be a prorated fee added to my final payment. I really would not mind staying with the company if they fix this billing issue.Desired Settlement: I feel that the company should be held responsible for the employees that are representing their company. Every one goes through a training so I feel that he failed to provide the customer(myself) will correct information. An apology will not fix the issue because the payment will still stay the same. I feel that is it very unprofessional if this matter is not handled. They should make an adjustment to my account for this incorrect information that was provided. I feel that I am being mislead by the companies trust in customer satisfaction

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

Review: 21st century forced me to use auto bill pay for my 6 month insurance policy. To start out I was kind of weary of doing that due to possible over chargers and having someone else in control of making my payments for me. But that’s not the point of this complaint, my debit card was stolen so I had to shut down that card and card number that they had on file. They would bill me the 1st of every month for my 6 month policy. Let me note that they have never EVER sent me a statement/bill/confirmation to my email they have on file or my home address they have on file. Now back to my card getting stolen I forgot they had that card on file and automatically take it out WITHOUT sending me a statement/bill. Now I called 21st century on 9/4/13 to pay my 9/1/13 bill and they told me it had went from $120.00 to $258.00 and they would send out a bill that’s due in 10 days and told me that I was taken off auto bill pay charged a 10.00 rejected payment charge (that was no waive able ) and now I had to pay my current bill due plus next month’s bill due plus a fee charge all in less than 11 days or else my 6month policy will be canceled and I won’t receive my final month payment back because when I signed up I had to pay first and last month payment and I wouldn’t receive that back if I don’t pay the full amount of this current bill and next month’s bill in the shorten time frame. spoke with "supervisor[redacted] who sits at desk [redacted] and she advised me that I couldn’t pay my current bill of $120.00 since my account has been taken off auto bill pay and she can’t accept a partial payment and I would get a bill in 10 days mailed to me but the balance of $258.00 due before my next due date would of been and now it has to be paid in full and that she couldn’t even waive the 10.00 fee as a 1x courtesy due to my debit card being stolen and she gave me empathy at all, didn’t care for my situation or my frustration and told me I couldn’t cancel my policy if I wanted but my bill was due in full for 2 months and rejected payment fee. Felt like she didn’t care at all and I feel like this company doesn’t care about its clients and won’t be using their product anymore after I get this taken care off and would never EVER recommend anyone to do business with this company.Desired Settlement: I would Love to pay my 120.00 bill that is 4 days past due and still have my next and final paymt due 10/1/13 and to have the 10.00 rejected paymt fee waived and a 1x courtesy.

Business

Response:

We are sorry that the insured feels our response lacked empathy. Our procedures regarding returned payments are very specific. Had the insured notified us on the day his installment reversed and remitted payment, we would have been able to correct his future installments. Since we were not notified until three days after the missed payment, the current and next installments are combined and are due toward the end of September. As a rule, the fees associated with returned payments are not waived unless our company made the error.

Should the insured need further assistance he may call our Customer Service Department at [redacted]. Thank you.

Consumer

Response:

Review: I have an auto insurance policy through this company. After a short time into the policy they began to automatically debit my account for more money than the original policy stated. It began the same way for each policy. They quote me, I agree and we move forward. However, they have quite the process going in that after about a month, they send me a 50 page packet furnished with 6 point font. Somewhere in this mass of papers is states that if I do not sign a few forms and send it back, they will have to, as ordered by the state, increase my policy by 40%. I get enough paperwork from this company as it is, I do not have the time to sift through every envelope they send me. Ordered by the state or not, they never give a warning and include these papers along with 47 more. It is very frustrating to sign up for direct debit, hope that the company will honor it, and then find out that your being over charged. I have never had this problem with any other auto insurance company.Desired Settlement: As well as a refund for the amount I was over charged for the first few months, I would like to see some changes in the way they handle this part of the policy. People need to be made aware from the start that this step is part of the process. As well, the company also needs to send a digital form via email that has only the required documents to be signed.

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

Consumer

Response:

I see why this company is not endorsed by the Revdex.com.

I am shocked that the attorney General has allowed them to do business in California.

They give u the runaround and ate looking for any detail not to make good on a bonafide claim.

I compare them to a Casino. They hate when the customer gets paid too!!!

As soon as my claim is settled I will get another insurance company.

Buyers beware.

They ate cheap but ypu get cheap results..

Bad company with horrific customer service and support.

I will file a greivance with the insurance boatd as they have 40 days ti settle.

Review: 11/6/13 billing invoice showed a returned payment fee of $10 & a late fee of $5. We didn't prior notice of how we were going to be charged, or that our credit card would be charged. We had changed credit cards, and they tried charging an old card. That caused an excessive charge of $10 & late fee of $5. That is a bit exorbitant, especially we didn't have any know how to rectify or change it. This is poor practice, especially since we didn't receive notice of renewal their attempt at charging the old chard. We talked with a rep on 11/13/13 whose name was [redacted] and he was unhelpful and unapologetic. [redacted] said there was no proof that we didn't receive a notice, even though he claims they sent. Well, they didn't have proof that they actually sent it.

This is a lack of courtesy to a long-time customer, and I will no longer be recommending 21st Century to my friends, unless they rectify this.

Business

Response:

I reviewed our file and learned that you went online and set your account up on autopay last December. I found no indication in our file that you updated your credit card online nor contacted our service department to update your credit card. We mailed your November 6, 2013, renewal and autopay statement to your residence 37 days prior to the renewal. The policy is currently paid in full and the balance is zero.

Review: A company that is very untrue to there contracts.

Policy # [redacted],My 02 Gmc yukon xl denali is in the body shop now at minor dent repair [redacted]. My truck has been repaierd but needing to be blended in with the other paint on the passenger side.the company first put used salvage parts on my truck that had to be sent back because they where damaged which took longer for my truck to be repaired.the adjuster [redacted] has not been helpful at all.I have asked to speak with a supervisor an haven't spoken with one yet.I have had a lot of problems with this company from 1/30/14 up til now an still don't have my truck. The adjuster haven't even went to look at my truck to even see the problem with the paint of not blending both sides. I will not tell anyone to get this insurance company at all nothing but problems day 1Desired Settlement: Let the repair shop blend my passenger side of my truck to Match the driver side so that my truck would be like it was at first before it was wrecked. That is what I was told when I signed up for this insurance with 21st century. Someone needs to go out an let the repair person show them what it looks like. They don't care trying to spend very cheap,but not caring about u or your automobile. I'm not taking my truck like that until it is rite. Called several times to speak with a higher person a

Business

Response:

We are in receipt of Alfred Hudson’s inquiry regarding an auto damage claim for his 2002 GMC Denali.

Claims Representative [redacted] inspected [redacted] vehicle and noted damage to the front end of the vehicle. [redacted]

reviewed the estimate with [redacted] and explained the estimate did not include blending the hood and right fender with the right

door because the accepted industry repair does not warrant a blending into those undamaged panels on the vehicle based upon the

limited amount of sheet metal that make contact at that location. We acknowledge [redacted]’s concerns with the repairs to his vehicle. Claims Supervisor [redacted] re-inspected [redacted]’s

vehicle to address his concerns with the repairs. [redacted] spoke with the staff at the repair facility and we agreed to pay to replace the

hinges on the hood with brand new hinges. Regarding the concerns with the paint, our estimate included the cost to replace and refinish the front bumper cover, hood, and left fender.

We paid to refinish and repair these panels, inclusive of a blend into the left door. Based upon the parts that needed to be re-painted the

paint areas we authorized were an appropriate industry approved method to complete a quality repair.

Claims Manager [redacted] spoke with [redacted] and explained our estimate included the necessary repairs related to the

accident related damage. [redacted] chose the repair facility and we

do not warranty the repair work they completed.

We regret [redacted] was dissatisfied with the outcome of his claim.

We have determined his claim was handled in an appropriate manner.

We appreciate the opportunity to review his concerns and respond.

Should [redacted] have any questions regarding the claim he should

contact Claims Supervisor [redacted] at [redacted] or Claims

Manager [redacted]

Review: I’ve recently received a new debit card and since I am on Auto-pay I needed to change the card number. When I called to change the card number on the THE SAME EXACTLT Day (01/28/2014) that I am supposed to pay my payment at 12:05 Pm, I was told I need to pay a return payment for $10 because the company like to charge the customers very early in the morning( 12:01 AM). I was really socked after I was told they can’t wave the fee even though I’m paying my payment the day that I need to. I believe the customers should have the full day to pay and I never heard of such a policy before. After I requested to talk to supervisor named Mark Gurley and he repeated the same policy, I asked him if I could talk to his manager and he told me the manager is not available. I asked him when would I be able to talk to him and he said he has no idea. After almost 5 min going back and forth finally I was offered to leave my name and number and the manager will get back to me( haven’t received a call yet and I know he’ll be repeating the same ). I was really disappointed with the level of their customer service as a long-term customer and definitely not only I won’t recommend them to anyone , also we won’t ( I and my parents) renew the policy with them since they are already over priced and have no courtesy for their customers. They keep repeat this is their policy, well maybe you need to do something about your policy since it doesn’t make sense at all.

Business

Response:

Thank you for the opportunity to respond to our insured. Our records reflect the insured's payment due on 1/28/2014, was reversed.

Later in the evening of 1/28/2014, the insured went online and made a payment for the reversed payment.

At this point we had already charged her for the late fee and the returned payment fee since her regularl scheduled payment was not received according to the automated billing plan.

The total fees were $15.00. The payment the insured had made was through our automated voice system. That payment wasnot updated and credited on 1/29/2014.

Her actual credit card was updated on 1/30/2014.

The insured confirmed she had the new card for about 10 days prior to contacting us. This is why we explained that we did not make any errors and we would not waive the $15.00 in fees.

After reviewing the policy and in the interest of meeting the insured's expectations we have waived the $15.00 for the insured.

We appreciate the insured's business and I am sorry this was not resolved at the Customer Service level.

Review: My bank account was debited $176.50 on 12/5/13 by 21st century auto insurance and due to the debit I was charged $6 by my bank because they had to automatically transfer money from my savings to my checking to cover the charge. When I called to find out why I was charged they said it was for my policy renewal. I told them I did not want it to be renewed and was taking my business elsewhere. After speaking with three people I was told I would be credited $124 but they were charging me a prorated amount for the one day I had the policy as well as a $50 "cancelation" fee. When I asked why I was being charged a cancelation fee they said it was because I was canceling my policy. When I explained there was nothing to cancel since I didn't want it renewed they said they sent a letter saying it would be renewed, a letter I never received, which I told them. I also explained that I knew my policy was expiring soon and was taking my business to another company, which is why I didn't call to renew, like I did the last time my policy was up for renewal. I was basically told to deal with it and there is nothing they would do.Desired Settlement: 21st needs to refund me the full amount they debited from my account as well as the $6 fee the bank charged me.

Business

Response:

The Insured was on a 2 Pay automatic payment plan. Deductions are taken directly from the credit card on file. As indicated on the October 30, 2013 billing statement, there was a scheduled deduction for the December 5, 2013 renewal. Since the insured has indicated that it was their intention not to renew, I have taken the liberty of canceling the policy effective December 5, 2013. I have also waived the $50 cancellation fee. We wish the insured's well with their new provider.

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: I am writing in regard to an injustice that has happened to me with my insurance company 21st century insurance. The amount in dispute is the amount of $500 for coverage if a rental car agreement.

In November 2013, my wife was driving our 2013 Mercedes Benz C250. The car was purchased brand new in May 2013. It has been quite some time since the incident but I believe the exact date to be Sunday, November 24th, 2013.

While my wife was driving home on a road where the maximum speed limit is 45 miles per hour, the car’s panoramic sunroof exploded above her head and all the glass fell inside the car. She pulled over right away at the nearest gas station and call me. I asked if the car was still running fine. She said yes. I asked her if she was fine to drive the car home. She said yes to this as well.

When she arrived home, I saw the damage to the car and was perplexed at the idea what could have done this kind of damage to the car. To rationalize the situation, I assumed it to be a rock that did the damage, so I called my insurance company, 21st Century, to file my claim to have the repairs made. They said they would cover the repairs, have the car towed to the Mercedes dealership, have the Mercedes dealership repair it and provide a car rental. I have a 250.00 deductible.

After about four or five days of discussing the incident with friends and family, the more I became unwilling to accept the fact that it was a rock that could have done this damage to my car’s sunroof so I decided to do some research. After doing a google search on “exploding car sunroof” on the internet, I found that I was not alone. From the information I found, the incident was not exclusive to my car’s make and model alone, but from several different kinds of cars as well. Of all the information I found, all of the tests done show that it is impossible for a rock to hit a car so hard that it would cause this damage.

Upon all my findings, I called my insurance company to present this to them. I asked them if they thought I should pursue this issue with my car dealership instead. The representative I spoke with said “yes… it sounds like a good idea" and recommended that I take this form of action instead. I asked him if he could put very detailed notes on my claim of our discussion and that I would call the dealership to see if I can have them take care of it instead.

After calling the dealership, and explaining my case with a some back and forth discussion, they finally agreed to take car of the damages. However, their decision was not based on the information that I provided being so profound that they decided to make the repairs due to faulty equipment. Rather, it was based on just plain the "old good customer service and taking care of the customer the right way” standard. The car was barely 6 months old and didn’t even have 5,000 miles on it yet. Either way, it did not matter to me because in the end, they are still covering the repair and there was no sense in pursuing the matter further. I called my insurance company to explain what happened. They were happy about the outcome. Within the next hour, the car rental company said that I would need to return the car I was provided that day because my insurance company explained to them that day would be the last day they would pay for it. I returned the car immediately. Approximately 3 weeks later, my car was repaired and all was well.

On April 15, 2014 I noticed a charge of exactly $500.00 being charged to my Discover credit card. I called to report this transaction as fraud as I did not rent a car in the month at all figuring my credit card was compromised. After Discover performed their investigation on the fraud case, they informed me that this transaction was legitimate and that they would have to reverse the charge back onto my account and I was liable for it. It turns out that this $500 charge stems from the insurance claim I made in November 2013. After some investigation, I found that the insurance claim I made was denied by my insurance company and therefore they denied the auto rental coverage I had with Enterprise Rent-A-Car. Since Enterprise Rent-A-Car could not get payment from my insurance company, they defaulted payment to the credit card I had on file with them-my Discover credit card.

I have tried to call my insurance company to resolve this matter, but they are unwilling to help. They said that since I did not go through my insurance to have the car repairs done, then they will not cover the cost of the rental car. I explained to them that I was unaware that they would not cover this. When I made my decision to have the dealership take care of the repairs, no one informed me that I would be responsible for the cost of the rental car. I agree that this should be so if I was made well aware of this. But I contacted them many times and spoke with them about what my plan of action should be before I made my decision. It was not until we finished discussing the matter and I had their blessing that I decided to pursue this route. But they failed to tell me that I would be responsible for the cost of this rental car at either time of our discussions. I explained, "Don't you think this information would have been extremely material for me to know before I made my decision"? Instead, my adjuster just stayed quiet and did not know how to respond. If I would have known this, I would have opted to just have the insurance company cover the repair because my insurance deductible is only $250. This is the max I would've had to come out of pocket for. Instead, I am being responsible for $500. How is this possible? What person in their right mind would choose something like this? I never acted on anything without their guidance and this was not from me acting alone without their help. Of they thought they were helping me, informing me of this would have been their best way. After all, the sunroof cost some $3,500 dollars to repair and it was by my effort of doing the research and making the phone calls necessary to have the Mercedes dealership cover this. This is money that would have had to come out of the insurance company's pocket. Instead, I saved them this money and I feel that the least that 21st Century could do is cover the cost of the rental car.

I work as a Financial Services Professional. We have contracts that protect us from not being liable for bad financial decisions that our clients make. But if their decision is based off of my recommendation and my guidance then I can be just as much responsible as it is my responsibility to advise them of any bad consequences that could result from it as well. As the insurance professionals it is their job to advise me of these charges before they make me liable for them so that we can have a meeting of the minds. Nobody has ever memorized their entire auto insurance contract. We as the consumer cannot remember every single detail other than the material things such as coverage and premium paid details. That is why we have people who are licensed and put in place to help us to make better financial decisions.... Not worse ones like this where the clear and smarter financial decision would be to let my insurance company handle it. Therefore, I believe the insurance company holds just as much liability.

This is unjust and I am sure that this can not possibly follow Texas Department of Insurance's consumer protection laws either.Desired Settlement: I would like a full refund of the 500.00 that has been charged to me by [redacted] because this charge would have been paid if 21st Century approved to pay the claim. It was by my research and effort in making phone calls that 21t Century Insurance did not have to pay the $3,500 to have the car repaired. The least they can do is cover the renal vehicle charges.

At the worse case scenario, I would expect to receive a refund check of $250.00 (half of what I have been charged). This is because my deductible is $250.00 and the maximum I would have ever to image to have to come out of my pocket in this whole situation if I had been given the proper guidance.

Business

Response:

Thank you for your correspondence posted on July 28, 2014, in which [redacted] has expressed

dissatisfaction that our company did not pay for his rental expenses. We are pleased to report this matter

has now been resolved and we appreciate the opportunity to respond.

[redacted] contacted our Claims Contact Center on November 24, 2013, reporting glass damage to the

sunroof of his 2013 Mercedes. Our records show a rental vehicle was reserved for his use while the

repairs were being completed. On December 3, 2013, [redacted] called back stating he had decided to

pursue Mercedes for the glass repairs, as he did not believe the glass had broken because of a rock or

falling object. The comprehensive glass claim was withdrawn which also negated coverage for the rental

vehicle.

A coverage investigation was later conducted verifying rental reimbursement coverage did not apply in

the absence of the glass claim. On June 25, 2014, the claims office sent [redacted] a letter confirming

their conversation in which [redacted] had understood he would be responsible for the rental charges.

However, on review of the concerns now expressed in [redacted]’ complaint, the decision was made

to pay the $500.00 in rental charges, as we had previously authorized coverage for those charges.

We regret the confusion relating to coverage for this rental vehicle; however, we believe this issue has

been resolved appropriately. Should [redacted] have any additional questions about this matter, we

would encourage him to contact Claims Supervisor [redacted] directly at ([redacted]. Any

questions about the vehicle repairs may be directed to [redacted] at Mercedes Benz of Houston

[redacted]. It is our understanding [redacted] also used a loaner vehicle provided by

the dealership during the repair process. Please direct any other inquiries regarding the contents of this

letter to me at the above toll free number, directly at [redacted]

Review: 21ST CENTURY INSURANCE WEB APPLICATION ANOMALY ALTERED OUR POLICY DATA (DRIVER/VEHICLE ASSIGNMENT AND OTHER DATA) WITHOUT USER INTERACTION. CONSEQUENTLY THIS WEB APPLICATION MALFUNCTION RESULTED IN EXCESS PREMIUM CALCULATED FOR OUR POLICY SINCE JULY 2011. WE HAVE RECENTLY DISCOVERED THIS ERROR; IMMEDIATELY NOTIFIED THE COMPANY AND REQUESTED FOR BACKDATE REIMBURSEMENT OF EXCESS PREMIUM CAUSED BY 21ST CENTURY INSURANCE WEB APPLICATION ANOMALY. 21ST CENTURY HAS ONLY REIMBURSED EXCESS PREMIUM FOR THE CURRENT COVERAGE PERIOD (10/2013-04/2014), BUT IT IS DENYING TO REIMBURSE FOR PREVIOUS PERIODS BACK TO JULY 2011. THE COMPANY IS ALSO DENYING ITS WEB APPLICATION MALFUNCTION WHICH IS STILL EXISTING. I BELIEVE ERRONEOUS MONETARY TRANSACTION MUST BE CORRECTED RETROSPECTIVELY REGARDLESS OF WHEN THE ERROR IS DISCOVERED/AUDITED. THE COMPANY DOES NOT ACKNOWLEDGE NOR NOTIFY ITS CUSTOMER BASE OF ITS WEB APPLICATION MALFUNCTION WHICH DOES NOT RETAIN DATA USER SAVED AND SUBMITTED; THE WEB APPLICATION EVEN ALTERED POLICY RECORD DATA ON ITS OWN WITHOUT USER INTERACTION.COLLECTING EXCESS PREMIUM IS ILLEGAL AND IMMEDIATE CORRECTION MUST APPLY TO THE AFFECTED PERIODS.Desired Settlement: 21ST CENTURY INSURANCE SHOULD REIMBURSE EXCESS PREMIUMS (CAUSED BY ITS WEB APPLICATION) FOR THE FOLLOWING PERIODS:1.07/2011-10/2011 (7/2011 was when [redacted] were added to the policy)2.10/2011-4/2012 3.04/2012-10/20124.10/2012-04/20135.04/2013-10/2013

Business

Response:

We have reviewed our customer's concern and have reviewed and responded to her both verbally and in writing. Attached is our written response which was mailed on December 27, 2013 and outlines our company's position.

If you have any additional questions or concerns regarding this matter, please feel free to contact me.

Consumer

Response:

Review: I called the claims department from 21st century on Tuesday Nov. 26th regarding my windshield, to have it repaired due to a road hazard. I spoke to the agent about what had happened to my vehicle. He gave me a options of auto glass repair establishments that were near to my address. I scheduled an appointment and I clearly stated that I wanted the windshield that my vehicle has, the manufacturer's glass. The agent told me that I would probably would be paying the 500 dlls, the deductible fee. About 2 hours later I get a call from an employee from the establishment and tells me that my insurance did not want to cover for the windshield. That they were going to pay the 500 dlls and I had to pay for the rest. When I took my car to the establishment, they told me I had to pay the amount of 1,150.75 dlls. I payed the full amount with my credit card. I called my insurance and addressed my concern and the agent told me that my insurance did not cover for original parts on my vehicle. I was never told about my policy not covering original parts. I have a full coverage insurance and I assumed that my policy covered for such parts. The agent that I spoke to on Nov. 26th, regarding my claim, did not tell me my policy did not cover for the original windshield.Desired Settlement: I was and I am willing to pay the 500 dlls of the deductble fee that I was told I had to pay. I want to receive a refund of the amount of 1,150.75 dlls to my credit card.

Business

Response:

We are in receipt of [redacted] inquiry regarding glass damage to the windshield on her 2010 Toyota Camry. Our records reflect we spoke with [redacted] and confirmed the correct part and explained she had a $500.00 deductible. We provided her a quote of $228.95 plus a mobile service of $24.99 if requested and offered to schedule an appointment with Safelite. [redacted] requested original manufacturer’s glass and we explained our quote was not for an original manufacturer’s windshield and we did not have the pricing for an original manufacturer’s windshield. We also explained to [redacted] when she arrived at the repair facility they should call to verify the price. We confirmed with the Manager of the shop where the repairs were completed that [redacted] was advised because the amount we would pay did not exceed her deductible that we would not issue payment. [redacted] opted to have the manufacturer’s glass and as a result she was charged the full amount of the repairs. [redacted] policy provides payment for the necessary repair to her vehicle. The policy does not automatically pay for the original equipment manufacturer glass. We regret [redacted] was dissatisfied with the outcome of her claim. We have determined her claim was handled in an appropriate manner. We appreciate the opportunity to review her concerns and respond. Should [redacted] have any questions regarding her claim she should contact Claims Supervisor [redacted]

Sent on: 12/16/2013 9:49:30 AM

Review: I am enrolled in automatic bill payer with 21st Century and when my debit card de-magnetized, I ordered a new one.The day after I received my new card in the mail, I started receiving notices from 21st Century of policy cancellation and late fees. I called 21st Century the following business day to find out why my policy was being cancelled and they said the expiration date on my debit card was incorrect. I told them I just received my new debit card in the mail and didn't have a chance to update the information. I asked them to remove the late fee and update my account as it was not my fault, and they would not. I have never been late paying my bills and could not believe they wouldn't accommodate me for this simple error in automatic bill payer. I never received a phone call, email, or letter from 21st Century stating they were having problems processing payment due to incorrect expiration date. Furthermore, when I went online to update my expiration date, there was nowhere to do so. After speaking to several supervisors who would not remove the late fee, I told them I wanted to cancel my policy and take my business elsewhere. Now I'm receiving notices of a $50 cancellation fee on top of new late fees. Nowhere on my insurance declarations page is there a mention of a $50 cancellation fee.Desired Settlement: To cancel my policy with no further charges, including late fees and a so-called cancellation fee.

Business

Response:

The former policyholder authorized us to deduct the insurance payment from her account on 8/12/13. The payment reversed on 8/12/13, so we sent a cancellation notice advising the policy would cancel on 9/3/13 if we do not receive the payment. We did not receive any payment and the policy canceled as scheduled. The schedule of fees assessed are listed on our endorsement that we send to our policyholders.

Review: I have changed auto insurance providers in the month of April, I no longer wanted to conduct business with them and had cancelled service with 21st century. My plan was on a 6 month basis where I had paid it in full prior to my cancellation. My request was initially done via email and subsequently by phone after my mailbox was flooded with multiple notices congratulating me on a renewal of a plan with new cards as if I planned on continuing service with them. In addition my mail was flooded with the current insurance plan. I was told that although my premium was paid that they are demanding that I pay a cancellation fee which I find to be unethical considering that I was completely paid up and cancelled prior to my renewal. I have contacted customer service multiple times to reaffirm my desire to no longer conduct business with them only to get flooded with more mail and emails demanding I pay a fee. Then there's the email aspect where I am still receiving emails reminding me of my monthly payment. I feel there is an issue in their system that has everybody confused since I am being told one thing and yet another thing is coming in the mail.

I am concerned that due to their illiteracy of my request that this will become yet another bad mark on my credit.Desired Settlement: I would like the mail (and emails) to stop immediately, this is very similar behavior to trolling in a way. In addition I would like any potential negative marks be stricken from my credit report as well as any fees be waived as I had paid them in full prior to my cancellation.

Business

Response:

I have accommodated your request and waived the balance of $64. Also, we have not reported any derogatory information about you to the Credit Agencies. You should not receive any further correspondence from our company.

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. I hope to no longer receive any further mailings, emails, or bills. Business has been concluded.

Review: I terminated my automobile policy with 21st Century Auto Insurance over 10 years ago. It has now been over 10 years since I permanently terminated my policy with 21st Century Auto Insurance, but they refuse to permanently delete all my personal information from their system. 21st Century Auto Insurance told me that because of their internal retention policies they are unable to comply with my request to remove my personal information from their system. They also said that they are unable to remove my information from their records due to the insurance industry need to be able to provide information to all their business interactions with current customers, former customers and potential customers. The law does not require them to keep my personal information for more than 7 years since the account closure. It has now been over 10 years since I closed my account. I do not owe them any money, and my account was closed in good standing. I do not intend to use their service ever again in the future. Therefore, I request permanent and immediate removal of all my personal information from their system.Desired Settlement: Permanent removal of all my personal information from 21st Century Auto Insurance computer system and paper files.

Business

Response:

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.

Consumer

Response:

Review: On 9/9/2014 I made a call to 21st Century because my insurance policy was cancelled. I didn't get any noticed via mail to which they said " that the current address I gave them ( [redacted]) wasn't in their system." I have paperwork from 21st Century on 9/9/14 with that address. In their system they said, the address on file was: [redacted].

I was on the phone with them from 6:19 PM to 10:50PM on 9/9/14 with several people including a supervisor who stated," we don't provide 100% customer satisfaction." On 7/2/14 I made a policy change to my insurance and added my fiancee's car and updated my info. [redacted] took my call. I never received an email, phone call, or mail stating my policy was cancelled.

The phone number that 21st Century was trying to call, was my work phone, which was out of service 4/28/14. They debited $170 and some change from my fiancee's account, but they had already cancelled our policy. They also sent me a check on 9/13/14 for $5.79, to which I don't know what its for.Desired Settlement: Refund the $170 and some change back to my fiancee's account and cancel the $5.79.

Business

Response:

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

Consumer

Response:

Review: I canceled my insurance policy with 21st century on 1/29/2015 which was paid on 1/24/2015 through Autopay for policy [redacted] for the term of 01/24/2015 - 07/24/2015. After talking with them they agreed to remove me from the policy but they would only give me a refund of $12.60. The service term was only for 5 days, and this is rediculous they would not refund this amount. I have put a claim in with my Credit Card company as well to try to stop the payment. I have no reason to be charged for the remaining person on this policy per legal separation documents.Desired Settlement: Full refund of the policy amount of $337.85.

Business

Response:

The assignment of this complaint was delayed since notification of the complaint was forwarded to the wrong group for handling. It was not forwarded to my group until today. [redacted] will reach out to you to provide additional information. The insured's refund is not what he expected because the insurance policy is still in force. An email has been sent to the insured's wife, who remains on the policy to determine if she has secured new insurance. If she has secured new insurance, we will cancel the policy and re-calculate the refund. Sent on: 2/13/2015 12:18:23 PM

Review: My policy due date is the 2nd of every month. 21st century attempted a payment on my credit card of record on the 1st of Feb. 2014. The payment did not go through. My credit card company told me that if the payment had gone through on the date the bill is due the second it would have went through. I contacted customer service for 21st and was told to get a letter from my credit card on what happened. I was told that if the credit card company showed the payment was attempted on the first than a fee would be removed. I provided the letter but now 21st century is saying that the letter states a pending charge on the 1st. The company has moved the goal posts and stated that the fee is correct because even though the payment is for the 2nd they can still try it on the 1st despite my bill showing the 2nd. I am asking for the fee of $25 to be removed. I have had 21st for over two years and never had a problem. I have never seen a company with such customer service. This whole process of requesting the fee removed has gone on for over a month.Desired Settlement: Remove $25 fee.

Business

Response:

The insured’s policy was set up on a monthly, recurring/automatic bill plan with a deduction date of the 2nd . Our procedure is to submit our monthly pull file during the early morning hours of the due date, EST. It seems likely that the insured’s bank received and processed the pre-authorization prior to the intended due date. We assume that this occurred due to the difference in time zones. As a courtesy, we have waived the $25 returned payment fee, and the remaining balance is $45.02.

We wish the insured will with his new provider.