21st Century Insurance

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.

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: 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 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: I was in a car accident on 10/21/12, where I was rear-ended by a farmer's insured driver and pushed into another car. Even though I had great insurance and $25,000 in med pay, Farmer's accepted fault, which meant they were to pay my medical bills. I was reasonable about my care and only did what was recommended by my doctors. The only bills that were submitted to farmers were for massage and chiropractic, although I paid for a psychotherapist and craniosacral work out of my own pocket. The chiropractor has become a regular care provider so you can imagine how embarrassed I am to find that Farmers is hassling them and refusing to pay, even after all this time. Although the accident was low velocity, it greatly affected my nervous system and memory while I was in school which was a very difficult for me. Unfortunately Farmer's adjusters are terribly bullies. They called me all the time, trying to convince me to close my claim and treating me like I was overreacting or embellishing my suffering. When I finally decided to settle for their ridiculously puny settlement, the adjuster told me that the medical bills were already paid, so I was essentially "double dipping", like I was abusing the system. They barely paid me enough to cover what I paid out of pocket, let alone "pain and suffering" or time out of school/work. After I settle, I am horrified to find out that Farmer's tells the chiropractor that I am responsible for paying them out of my settlement!!!!! How is that possible? The chiropractic bill was nearly $4,000 and my payout was only $2,000. This is unethical. The adjuster mislead me. This is my second negative experience with Farmers. I will never do business with Farmer's and neither should you. Please boycott them.Desired Settlement: $3,975 paid out to me so that I can pay my chiropractic bill.

Business

Response:

We received [redacted]’s inquiry regarding her bodily injury claim for the accident on October 21, 2012. We regret [redacted] was dissatisfied with the outcome of her claim. Our file reflects Claims Representative Jeremy Dreweck discussed with [redacted] that we considered this to be a low velocity accident and all treatment received may not be considered as part of our final evaluation. On September 5, 2013, Mr. Dreweck spoke with [redacted] and they negotiated a $2,000 settlement. The claim notes reflect the offer included some of the out of pocket medical expenses she paid. We do not have information in our claim file that we informed [redacted] that her medical bills were already paid. After receiving the signed full and final settlement release we resolved this claim by issuing a $2,000 payment to [redacted] on March 19, 2014. We regret if she believes she was misled during the claims process. Based on our review, we believe this matter was handled in an appropriate manner. Should [redacted] have any questions regarding her claim we recommend she contact Claims Supervisor [redacted] or Claims Manager [redacted]

Sent on: 5/19/2014 11:44:24 AM

Review: I have had auto insurance with century 21st since August 2013 and have paid $1096.20 for every 6 months, never any tickets or claims, not with just them but any insurance company. They sent me a letter last month april 2014 and stated that they were canceling my auto insurance on all three of my vehicles because they were lifted, so I called them and I asked ,didn't they know they were lifted from the get go and they said yes since August 2013 and basically told me that they were sorry for any inconvenience. I asked for a refund because they said my insurance was pretty much never any good and they said no, so I told them I was going to pursue it and the guy said go ahead, I asked why they didn't notify me about it earlier and he said they did by mail but I can assure you I never got anything or I would have canceled then, I don't think it's fair for them to collect peoples hard earned money for that long then just drop them because they want to, if they did it to me they will do it to other people also.please help meDesired Settlement: I think they should either refund my money or reinstate my auto insurance

Business

Response:

Having a little trouble with your website. Please see below.

We are unable to locate the insured’s policy with the information provided. I attempted to call the insured at number listed on the Customer Experience, the person who answered indicated that I had the wrong number. Please advise.

Consumer

Response:

My phone number is [redacted] and I never received a call from them and the insurance policy # [redacted]

Review: This is regarding auto insurance policy number [redacted]. The car in question in a 2010 Toyota Prius.

The Prius suffered a cracked windshield that needs to be completely replaced. When attempting to place a claim on 21st Century Insurance's website, it directs you to their repair provider [redacted].

I placed a repair order with [redacted]. When doing so I requested that they replace my glass with only OEM (Original Equipment Manufacturer) quality glass. They stated that as OEM glass is a higher cost than aftermarket glass, it would need to be pre-approved by 21st Century Insurance.

I received a phone call the next day on May 30th stating that my request for OEM glass was denied by 21st Century Insurance. Had I still wanted the OEM glass, I would have been forced to pay a much higher cost, in addition to the $500 deductible.

Being unsatisfied with this, I tried speaking with numerous people at 21st Century Insurance. All of their employees I spoke with claimed the vehicle was "too old" to qualify for OEM glass and there was nothing they could do about the situation.

According to section 2695.8(g) of the California Fair Claims Settlement Practices Regulations, the insurer is required to provide OEM parts if the aftermarket parts as not of the same quality. The OEM / Toyota glass is of much higher quality than the aftermarket glass. No exceptions.

The insurer is obviously violating California state insurance regulations and I demand they replace my glass with OEM glass.Desired Settlement: I request that 21st Century Insurance approve the repair with OEM glass per California state regulations. If the glass has already been replaced with out-of-pocket money, I request a full refund of the windshield cost minus the cost of the deductible

Business

Response:

Thank you for your post regarding claim [redacted]. In his documentation to your department, [redacted] expresses concern with our handling of his claim with our company. We appreciate the opportunity to review this matter and respond.

The claim notes reflect [redacted] spoke with Claims Representative [redacted] and requested original equipment manufacturer (OEM) glass for his vehicle. [redacted] explained the auto policy provided payment for the aftermarket glass and if [redacted] chose the OEM glass, he would be responsible for the difference in cost.

[redacted] also reviewed Section 2695.8(g) referenced in [redacted]’s complaint to your department. Because the aftermarket glass was available for [redacted]’s vehicle, we were not responsible for the OEM glass. We are required to provide parts that are at least equal to the OEM parts in terms of kind, quality, safety, fit, and performance. Claims Representative [redacted] also spoke with [redacted] on June 9, 2014, and advised Safelite could provide him the specifications and description of the glass.

We regret we are unable to provide a more favorable response to [redacted]’s inquiry, however, our review confirms the claim was handled appropriately. If [redacted] has any additional questions regarding this claim, he can contact Claims Supervisor [redacted]. If you have any questions regarding this response please contact me directly at [redacted] or by email at [redacted]

Sincerely,

21ST CENTURY INSURANCE COMPANY

Review: I canceled my insurance through 21st century,because of billing issues. On Jan 10th I canceled my insurance. They were supposed to give back that months payment. Still have not recieved any payment.Now going on 30 daysDesired Settlement: Give me my money back!!!

Business

Response:

Thank you for allowing me to respond to Mr. [redacted]s concerns.I have reviewed our file and found that Mr. [redacted]s refund has already been issued.On January 15, 2015, Mr. [redacted] called and requested to cancel his policy effective that day. A member of our Customer Service Department assisted with processing the cancellation and advised Mr. [redacted] that he would be receiving an unearned premium refund of $208.74.On February 27, 2015, Mr. [redacted] called to check on the status of his refund. A member of our Customer Service Department advised Mr. [redacted] that his refund had not yet been released, and that a request would be sent to our Accounting Department to have it manually issued.At the time of cancellation, our billing system calculated an unearned premium refund owed of $208.74. In reviewing Mr. [redacted]s billing history, it has been determined that he was only owed an unearned premium refund of $153.46. The delay in issuing Mr. [redacted]s refund was caused by this system miscalculation. We apologize for any inconvenience this matter caused.On March 2, 2015, we issued a refund check for $208.74 to the last policy address on file. We would like Mr. [redacted] to keep the additional $55.28 to accommodate for any interest owed and inconvenience experienced due to the delay in issuing his refund. If it has not already arrived, Mr. [redacted] should receive the check within the next 2-5 business days.If you have any additional questions or concerns, please feel free to contact me.

Review: I filed a claim with my insurance company on 2/18/14. My date of loss was 2/12/14. 21st Century sent me to [redacted] I spoke with a rep at Abra and the rep stated that I can leave the vehicle there at the location and 21st Century will take care of the rest. I explain to the rep at Abra that I will take my 2003 Mercedes to a different location for repair. My rental car is $50.00 dollars a day. I called Hertz to schedule a reservation for the following Monday 2/23/14 the Hertz reps contact 21st Century to verify information regarding rental. Hertz gave me a dirty rental and smell like drugs. Tuesday 2/23/14 I spoke with [redacted] (lilabilty adjuster) she stated to me that they will not pay claim and will stop payment on the check. It will be three separate claims with three different deductible. Shelee Key should had inform me this information on 2/18/14.

Business

Response:

Thank you for your correspondence of February 26, 2014, .regarding the above .referenced loss. In his letter to your department, [redacted] expresses his dissatisfaction that his accident .resulted in three separate claims. We appreciate the opportunity to .review this matter and respond.

Our records show [redacted] contacted our Claims Contact Center on February 18,2014, reporting he had been involved in a hit-and-run accident on February 12, 2014. He agreed to have his 2003 Mercedes Benz inspected at one of OUr Ciecle of Dependability repair facilities although he planned to have the .repairs completed elsewhere. The inspection was completed on February 19, 2014, and a check for $1,713.75 was initially issued to [redacted]. A .rental vehicle was authorized for his use.

Claims Representative [redacted] was unable to reach M.r. Robinson to discuss the facts of the accident until February 25, 2014) and obtained his recorded statement at that time. [redacted] stated he was traveling down ForSyth in the left lane and stopped at the red light at an intersection. While he was stopped, another vehicle came up from behind him in the .right lane but fish-tailed when it attempted to stop and hit his Mercedes. [redacted] said he had no traction on the ice and was unable to get out of the way. When the light then turned green and he started to move he slid over and hit the other vehicle which had just come to a stop. That other vehicle then left the scene.

[redacted] said he again started to drive down the :road when another vehicle in front of him kicked up a .rock/object that then flew back and hit his vehicle. [redacted] explained that from his description, there were three separate occurrences here. The first was a &ult..free collision in which he was struck by another vehicle..His uninsured motorist coverage would apply for this accident with a $250.00 deductible upon .receipt of a police .report. Another accident then occurred when he stmck the other vehicle. He would be negligent for that accident and his collision deductible would apply. The third occurrence was actually a comprehensive claim caused by a flying object. Ms. Loeffler also explained the damage from each accident would need to be considered separately, so the original claim check would need to be stopped.

While [redacted] disagteed that thete should be three claims assigned for this incident, the repair estimate was tewritten to reflect the damage that was caused by each occurrence. The estimate for the damage mainly to the right side of the vehicle when the othet vehicle struck him totaled

$1,055.70 and a payment of$555.70was issued to [redacted] pending receipt of the police report

(which would reduce the deductible amount).

Damage caused when [redacted] struck the othet vehicle did not exceed his deductible. Finally,

damage caused to the front of the vehicle by the flying object totaled $1,109.66, and a check for

$609.66 was issued to [redacted] with considetati.on for his $500.00 comprehensive deductlble.

Please note that we also paid Hertz $93.22 directly for [redacted]'s use of a rental vehicle for two

days. We apologize that his experience with Hertz was unsatisfactory.

We regret we are unable to provide a more favorable response to this inquiry however, we believe these claims have been handled appropriately. Should [redacted] have additional questions about the assignment of three claims to this incident, we would encourage him to contact Claims Supervisor [redacted] If you have any questions about the contents of this letter, o.t require additional information, please feel free to contact me at the above toll free number, directly at [redacted]

Review: I Made a payment to 21st Century in the amount of 745.21 on 3/16/14 to continue my Insurance. I then decided to cancel my coverage with 21st century and enroll with another company. I was expecting a full refund of the payment I made just 1 day prior. Instead I was told the refund would be only 119.00 dollars.Desired Settlement: Full refund 29/30th of the 745.21 I paid

Business

Response:

On 11/6/13 the insured’s son was involved in a collision using the insured’s vehicle. In response to an Underwriting Questionnaire, the Insured disclosed that his son did not live with the insured, did not maintain insurance coverage, had regular use of the insured vehicle and kept the insured vehicle at his personal residence. Consistent with our guidelines, on 02/14/13 we added the Insured’s son to the policy effective 12/17/13 (the beginning of the term.) The six-month premium increased from $1959.89 to $3200.58.

The Insured remitted thee payments totaling $1725.18. $3200.58 (total premium) - $1725.18 (payments) = $124.89. $124.89 - $5.00 (fee) = $119.88 (pending refund.) The refund was released 03/21/14. Thank you.

Review: I currently have my auto insurance thru 21st century and are paying each month thru auto billing. My auto pay is to be debited from my bank account on the 16th. On March 21st I recieved a letter stating that my policy will cancel at 12:01am on April 2nd unless past due balance of $188.37 and next months bill in total of $391.74. I spoke with rep from 21st century on March 21st when I recieved the letter and was told I have 10 business days to pay balance due however letter was recieved on March 21st leaving me 7 business days to pay balance. I offered to pay past due balance of $188.37 but company refused stating I now owe $391.74 due to returned payment from my bank. I do not show a returned payment from my bank account on March 16th and believe that 21st century is acting unethical in collection practices.

I have also made a complaint against 21st Century at Florida Dept of insurance regulation and sent a letter to [redacted] CFO of Florida Dept of Financial Services and [redacted]y insurance commisioner.

This is an unfair business practice that I am bringing to light.Desired Settlement: I would like to pay invoice of $188.37 due on March 16th today and next months bill April 16th.

Business

Response:

Dear Customer:

We reviewed your file and sent a written response to you in addition to our conversation today.

We appreciate the opportunity to review this concern for you.

Please let us know if you have any follow up questions.

Best Regards,

Representative

Consumer

Response:

Review: I was a third party in an accident that involved an individual with 21st Century Insurance and an individual with [redacted] Adjusters Insurance. These two individuals collided and one vehicle was pushed into my vehicle while I was stopped at a stop sign. The police report determined that the person insured with 21st Century Ins. to be the primary cause of the accident. I went and had an estimate done at a body shop for the damages to my car and 21st Century Ins. refuses to accept full liability for the damages to my car and will only pay for half of the total cost of the estimate. [redacted] Ins. refuses to accept any liability for the accident. It has been over four months since the accident occurred and the front of my car has been falling apart. Things have even fallen off of the front of my car due to the damages. 21st Century Ins. has been giving me the run around and refuses to pay more than half of the estimate amount.Desired Settlement: I would like for them to accept full liability for the accident and fix all of the damages to my car.

Consumer

Response:

Review: 21st Century Insurance denied a claim for a stolen car in Rosarito, Baja California, Mexico based on them not being notified with in 10 days of the loss.My wife is the executor of her late brother [redacted]. His policy number with 21st Century is 178 23 45.The Problem is he died on 01-07-2015 in Mexico, it took nearly a month to get his body from Mexico and we contacted them immediately after the theft. How could he call them if he was dead? They were notified as early as we were informed. They are just looking for an out to deny a claim. The funds are owed to his estate.Desired Settlement: We would like them to pay the claim.

Business

Response:

Thank you for your correspondence posted on February 10, 2015, in which [redacted] has expressed dissatisfaction in the coverage denial of this claim. We appreciate the opportunity to review this matter and respond.Review of this complaint indicates Ms. [redacted] is concerned that this theft claim was denied because the theft of the insured vehicle was not reported within ten days of the loss. This is not the case. Insured [redacted]’s policy did not apply to losses which occurred in the Republic of Mexico unless his residence was within the United States, the loss was within 100 miles of the border, and the vehicle was in Mexico for no more than ten consecutive days from any single entry into Mexico. This loss was reported as a theft from the garage at Mr. [redacted]’s Tijuana address on January 29, 2015, after he had passed away on January 7, 2015. With this information, a letter was sent to Ms. [redacted] on February 10, 2015, advising our company would be unable to cover the theft loss since the vehicle had been in Mexico for more than ten consecutive days.We regret we are unable to assist further under these unfortunate circumstances. However, should Ms. [redacted] have any additional questions about our position, we would encourage her to contact Claims Supervisor [redacted]. Please direct any other inquiries regarding the contents of this letter to me at the above toll free number, directly at [redacted]Sincerely,21ST CENTURY INSURANCE COMPANY[redacted]

Review: I received an email on Nov 9 stating my insurance had to be payed to avoid cancelation. I called on Nov 10 around 3 pm when o realized I wouldn't be able to make a payment to speak to a representative. She told me that everything was fine but that they had been trying to get in contact with me about some questions on my policy. I informed her that none of the names she said were anyone I knew accept my wife. I gave her my wife's name and dob. She said that when I called back the next day give her dl number. She also added my wife's car to my insurance and gave me multiple quotes for her car. She told me to talk to my wife and decide which one would work best for us. So I did and when I logged in the next day to make a payment my insurance had been canceled. I called once again to speak to a representative and after being on hold for almost ten minutes and answering the same questions yet again she tells me that the specialist said no due to the long standing issues with policy. I had 5 cars at one time on this policy. I have always paid 6 months at a time. I called to verify that one day extension was okay and was told that it was okay. Now my tag will be null and I have to find a new insurance company. So basically I'm out money, time, and hassle because the note on my policy about the extension "was vague". Not my fault, if someone would have told me at 3pm the day before I could have figured something out. I am pissed I want my insurance reinstated and an apology for their incompetence.

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.Our

records reflect that we neglected to honor the payment arrangement that we offered

this customer. As an insurer, it is always our intention to provide excellent service

to our policyholders, and we regret the difficulties that he experienced. After

speaking with this customer, payment was accepted to restore continuous coverage. 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: Upon signing my 6 month auto policy through 21st Century I was told I would be receiving a $50.00 VISA gift card. This was all I was told at the time. My payment was pulled in full for my policy. The on line documents where then sent to me on the following day which was a Wednesday. Nothing was disclosed to me that I needed to sign and return these documents within 24 hours in order to be eligible for the gift card. As I work during the week I signed the documents at my first opertunity which was that Saturday (4 days after I payed for the policy).

When I called 21st Century to inquire about the gift card I was told by the representitive that I would receive the gift card at the end of my 6 month policy so long as I was still signed up for auto pay. Later in the day I received an e-mail stating I was no longer eligible because I signed my documents after the 24 hour period. This information conflicts with what I was told over the phone.

21st Century now refuses to send the card and is taking no responsibility for not disclosing the full details up front.Desired Settlement: Hold up your end of the promotion and at the end of my 6 month policy send me the $50.00 as advertised.

Business

Response:

At 21st Century Insurance we have a program where we offer a $50 gift card provided the new customer e-signs their policy documents within 24 hours of binding their coverage. The requirement is sent to the insured's email address moments after binding coverage. The second requirement is that the new customer is set up and remains on autopay to be eligible for the gift card.

Customers who have successfully completed the requirements receive a $50 gift card just prior to the renewal. The card is issued by Citibank.

The reason we only allow the 24 hour period is to have the policy documents esigned saves money from not having to mail the documents. When we do not have confirmation that the customer esigned their documents we mail out the policy forms. I have reviewed this policy and as an accomodation I will send the gift card. The insured should receive the gift card in 10-14 days from today.

Review: I feel that [redacted] Insurance Company auto insurance is running a scam. Do to I purchase auto insurance with [redacted] Insurance Company and when I file a Claim, [redacted] Insurance Company had me dealing with Farmers Insurance group, 21st Century Insurance, Bristol west and Foremost insurance. It has been very confusing on who I have to contact regarding my claim. [redacted] Insurance Company

Claim unit number: [redacted] Loss Date: 09/09/2012

people I had to be in contact with regarding this claim are: [redacted]Desired Settlement: Monetary Settlement Requested

Consumer

Response:

Documentation of there involvement in my insurance claim, also involvement with the California Department of Insurance.

Business

Response:

We are in receipt of your correspondence regarding the inquiry from [redacted]. We appreciate the opportunity to review this matter and respond.

[redacted] reported this loss to us on September 3, 2012. According to the claim file, [redacted] reported his vehicle sustained damage from sandstorms that occurred over a period of time.

Claims Representative [redacted] spoke to [redacted] regarding this incident on September 27, 2012. In his statement to our office when [redacted] was asked when the damages occurred, he advised “they occurred over time”. [redacted] asked him to clarify this statement, and [redacted] indicated it had occurred over a period of months. [redacted] attempted to explain to [redacted] the difference between normal wear and tear from sand damage and a single incident from a sandstorm. [redacted] offered to set up an inspection appointment to look at the vehicle but [redacted] became upset with this explanation and disconnected the telephone call. As part of our investigation we did pull a weather history report to review wind gust speeds and sandstorm activity for reported date of loss September 2, 2012. Correspondence dated October 29, 2012 was sent to [redacted] advising him there would be no coverage for this incident as the property damage resulted from separate incidences of exposure to road and weather related wearing on the vehicle that had occurred over a period of time. Information regarding the status of the claim was also provided to [redacted]’s agent.

[redacted] later requested he be provided with a copy of his recorded statement. The transcribed statement was sent to him on two separate occasions.

While we regret [redacted]’s dissatisfaction with the handling of his claim, a review of the claim file indicated the denial was appropriate based on the information available for our review. We are unclear as to what [redacted] is referring to with his other allegations of harassment, tracking devices being installed on his vehicle, and making an unauthorized copy of his vehicle key. Our records also indicate he has filed claims for this vehicle under claim number [redacted] for date of loss September 9, 2012 through [redacted] Insurance Company and claim number [redacted] for date of loss September 11, 2012 through 21st Century Insurance Company. [redacted] has also filed a complaint through the California Department of Insurance which was responded to on January 25, 2013.

If [redacted] should have further questions, we direct him to contact the claims office. Claims Supervisor [redacted]

Should you require any additional information, you may contact me at ([redacted].

Sincerely,

Review: I was suppose to be on monthly payments for this policy term and some how it never got changed even though I had reviewed the monthly payments versus the whole 6 month premium. They are saying as of September 23, 2014 my policy will be cancelled since I did not the whole 6 month premium in August. I made a $100 payment on August 21, 2014 which was more than the $94 monthly payment they quoted me. They are now claiming they can't change to monthly payments until this 6 month term is expired.Desired Settlement: Due to the fact of misleading representatives I would like the rest of my bill of $281.10 be "paid in full" by their company. (negotiations are viable) I am willing to make the $100 payment I advised that I would make for this month of September.

Business

Response:

I reviewed our file then called the consumer yesterday to discuss her concerns. I left a voicemail and provided my contact information, so she can return my call.

Consumer

Response:

Review: Basically my policy was canceled without proper notification. I revived a notice 5 days after making a payment one day past the grace period. It stated if the past due balance had been made to ignore it. I got a refund check in the mail for close to 40 dollars. Went to my policy online only to find out if was canceled on the 18th with no notice. When I called I was given the run around by a csr and a supervisor. When asked why I didn't receive a phone call or email. I was told they tried to call me 4 times in one day. No one ever left me a message. I was told it was automated and I didn't have to be notified of a cancelation of my policy.Desired Settlement: I really had enjoyed the coverage I had. But this so called policy and run around I was given has me hot. I had a right to know my policy was canceled. I had this happen once way back when I got my policy with this company but they took care of it ASAP and had apologized for the issue. The supervisor refused to get me in contact with someone higher up or with corporate and finally gave me an email. I don't want an email I want a person to talk to. I want to know how you get away cancelling a policy with out notify the customer and if my policy was canceled why the heck do you send an over payment check that could have been applied!

Business

Response:

The insured was on a 6-pay bill plan. This means that the six-monthpremium is divided into 6 installments, which are due on the 26th ofeach month. We received the insured’s September installment on 9/26/14, however;October’s installment was not received until 10/31/14. Since the payment was morethan 4 days overdue our system moved the policy into a cancellation bill cycle.On 11/3/14 we billed the insured for both October’s and November’sinstallments. Payment was needed before 11/18/14, or the policy would cancel. October’sinstallment was applied to the double balance and on 11/04/14 we immediatelyrebilled for the November installment. When payment was not received before 11/18/14the policy canceled for non-payment of premium, and we returned the used portion of her premium. We generated Cancellation Notices to the insured on 11/3/14and 11/4/14. Both Notices reflected that payment needed to be here before11/18/14, or the policy would cancel. Regrettably, payment was not received. We believe we gave sufficient notice that payment was neededand that the policy was in danger of canceling. We generated two Notices of Cancellation, attemptedto call the insured four times, sent two email payment reminders and threenew document emails. The insured called our office on 11/26/14 and we offered toreinstate the policy, but the insured declined our offer. The policy remains canceled.

Review: we moved recently and called all the businesses that have auto. withdrawals monthly from our accts. the only one that did not 'change' to our other bank acct. info. wsa 21 century. They have taken it from the acct we called and told them not to, causing 2 checks of mine to bounce. they sent me a letter stating that they will only take 'half' of the next 2 months payments from the new acct, which is mine. the acct that bounced was from my girlfriends acct. she had no money in the acct to cover the check. they refuse to take the hold off of the check, even after taking the full payment from my acct. I want to have this check hold removed by them, as well as the two 35.00 bounced fees put back in my girlfriends acct.Desired Settlement: the 136.00 check hold removed and the 2 bounced fees of 35.00 each refunded in her acct.

Business

Response:

To Whom It May Concern: Thank you for notifying 21st Century of the concerns presented to the Better BusinessBureau on April 21, 2015. We appreciate the opportunity to respond to their inquiries.We contacted the customer directly by phone and e-mail in response to theircorrespondence. We confirmed that they contacted us in February to update theirpayment information for automatic deductions. While this should have resultedin their April payment being drafted from the correct account, we regret thatthis did not occur. We have confirmed with the customer that on April 20, 2015,they received the refund that we sent, along with the $35 bank feereimbursement, and that their bank waived the remaining fees.We thank you for your time and attention to this matter. We apologize for anyinconvenience this caused the customer. If we can be of any further assistance, please contact us.

Review: 1. I filed a Farmer's claim against my neighbor's Farmers policy regarding AC pipes leaking into my bedroom on 7/8/13. [redacted]2. A claim representative DID NOT contact me about my claim for 2 weeks after filing, in spite of daily follow-ups by phone from myself and my personal Farmer's agent.3. On 7/23/13 a special claims representative, [redacted], arrived at my condo to inspect the damage. She asked for "proof" of who was responsible for the damage. Per her request, I e-mailed her copies of plumbing and a/c professional evaluations indicating the source of the damage was my nieghbor's pipes.4. Phone calls from Farmer's the next day alleged my neighbor did not have a policy for home owners with them. They apparently retracted this claim (see below)5. An e-mail from Farmer's alleges the leaking A/C pipes are mine, not my neighbors. I have expert evaluation to the contrary. They have not had any experts examine the pipes or damange.Desired Settlement: 1. Farmer's needs to review my expert evaluations and/or have actual plumbing or competent A/C people examine the damage.2. Farmer's needs to apologize for giving me the run around and providing me with inaccurate, falsified information and a less than competence claim investigation.

Business

Response:

We

have received your inquiry and appreciate the opportunity to review this matter

and respond to your concerns. According to our records, we received first

notice of this loss on July 9, 2013. We inspected your property on July 23,

2013, and found that moisture coming from your ceiling was a result of

condensation from your air conditioning unit. Our inspection did not find

leaking from our insured’s air conditioning unit in the condominium unit above

yours. A repairman who inspected our insured’s air conditioning unit also did

not find evidence that the unit had overflowed, or had leaked into your unit.

Therefore, we found that our insured was not liable for the water damage to

your unit. We apologize for any delays you may have experienced at the onset of

your claim. After inspecting the property and evaluating the information

presented, we believe we have made the appropriate decision based upon the

information available. If you have additional information for us to consider,

we recommend you forward that information directly to the claims office for

review. If you have further questions regarding your claim, we recommend you

contact Claims Representative [redacted] at ([redacted], or Claims

Supervisor [redacted] Should you have any questions

regarding this response, you may contact me directly at [redacted]