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21st Century Insurance Reviews (442)

Review: I was involved in an accident on 8/27/13. I was in a right hand turn lane at a red light, STOPPED. There was a car in front of me, and one behind me. The light turned green, but the car in front of me, and myself, did not move because a pedestrian was crossing the street. The car behind me did move, and rear ended me, and pushed me into the car in front of me. We called the police, who showed up, but wouldn't write anything down. The lady behind me, admitted guilt several times along with her apologies, saying she was distracted by her baby. Later I find out, that I was being blamed for hitting the lady IN FRONT OF ME, as if they were TWO separate accidents. I called and emailed and no one would hear my side of story, saying that the lady in front felt two impacts...But the adjuster and the repair shop BOTH can tell by the damage to my car that I was PUSHED INTO THE CAR INFRONT of me, but the claims were already decided, the blame was placed, and I was screwed. I had to pay for the damage to the lady in front of my car...But last week, I found out my insurance was going up SIGNIFICANTLY due to this accident. I have switched companies as of the 2/28/14 and tell everyone about the crappy CS from 21st Century.Desired Settlement: I would like my deductible refunded to me and this stupid accident to be report on my driving record for what it really is. I was pushed into the car in front of me because I was rear-ended. Very simple.

Business

Response:

We are in receipt of your recent inquiry to the Revdex.com regarding your accident on August 27, 2013. We appreciate the opportunity to review this matter and respond. According to our records, you were the middle vehicle in a three car rear-end accident. As part of our investigation, we secured statements from all parties involved. The driver of the vehicle behind you stated that she observed you strike the vehicle in front prior to your vehicle being struck. The driver of the vehicle in front of you confirmed feeling two impacts; one from being struck by you, the second when your vehicle was struck a second time and pushed into his vehicle. Based upon this information, we accepted responsibility on your behalf for the damage to the vehicle in front of you to protect you from further action by that party. We understand that you disagree with our decision; however, the facts presented in our investigation support that it was the best decision to resolve the claim for the front vehicle. In this situation, we were unable to pursue reimbursement for your deductible as the damage to the front of your vehicle was covered under your own Collision coverage. Our records reflect that the damage to the rear of your vehicle was paid by the rear vehicle’s policy. Again, we appreciate the opportunity to respond to your concerns. If you have additional questions regarding this claim, we encourage you to contact Claims Supervisor [redacted]

Sent on: 3/5/2014 10:47:17 AM

Deplorable claims services. Call center employees are rude and refuse to help anyone without first using ridicule and loud words. I was not allowed to speak my mind nor given any assurance that they would pay my claim once they had my car and signed title. When asked why they would require both prior to settling the claim I was told it was "always done that way." A neat answer for I don't care about your concerns.

Review: On 10/24/2014, I was involved in a wreck. A uninsured and non-licensed driver hit my car on the driver side bumper. After the accident, I went back to work finished a few things and went home. I called 21st century insurance on the night of the accident provided a police report, and they gave me a claim number. When I was on the phone with the claim department, I mentioned to them I needed 21st century to send in a certificate of compliance - proof of insurance to the state of Indiana. The claim agent said, "no problem, I will get that request in tonight." My insurance was enforced, continued with getting my car fixed then on 12/10/2014 I received a letter from the BMV stating my license is suspended for failure to provide proof of insurance. FYI- I never received a warning letter from the BMV. Unfortunately the failure to complete this proof of insurance which takes 30 seconds to complete has caused me to accumulate 2 pts on my driving record, I now have to pay a re-reinstatement fee of $150.00 and my driving privileges could be suspended until March 8, 2015. To put the icing on the cake, which I am very frustrated with my last bill, which has accumulated un-necessary fees for cancellation, returned payment fee's. At the time of the payment I have several thousand dollars in my account, and nothing wrong with my credit card on file. I offered to pay but I am not willing to pay for these fees when there was nothing wrong with my account or cards. The representative would not reverse the fees off my account to take the past due amount. My payment is taken every month on the 6th electronically. If I continue with 21st Century Insurance, I will not send in electronic payments any longer. I will send in payments by mail. My payment history has always been prompt and paid, so I have been in positive standings until this wreck. Since my license has been suspended, I have not been able to go to work which is resulting in loss of time and is a great inconvenience to me. All of this has happened since this accident happend which is not to my fault. Thank you, for your time.Desired Settlement: I would like 21st Century Insurance to pay all fees related to these issues including reinstatement fees to the BMV, file the necessary paperwork to remove the active 2 pts from my driving record and have this incident removed from my permanent record since this happened due to their company not filing the certificate of compliance - proof of insurance with my state in which I am licensed. I do not want this to incident to reflect on my permanent driving record for their company's negligence I would like for them to take me off of paying online and back to paper billings, then fix my billing issue remove these unnecessary fees from my account. I have lost 2 days of work since I can not drive to work, since the suspension. I would like for them to have this corrected promptly and I would expect this to be completed in an expedite fashion. Thank you.

Business

Response:

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

Review: I have a policy with Century with auto insurance, living in California, my grandmother took sick and I was told she won't live long so my son and his friend drove to Miami Florida, my grand mother had passed prior to getting to Florida, day before the service , while leaving the viewing on 10/19/13, while sitting at a red light behind two other vehicles, a truck coming off expressway plowed into the rear of my vehicle causing extensive damages to vehicle with serious injuries to all three passenger, we did receive medical help and therapy.

The last medical evaluation We had was with [redacted] Orthopedics, located at [redacted], the evaluation concluded that all three individuals, myself (writer and son and family friend) did sustain permanent injuries, was given prescription medication and information to take home to relieve the pain, office of [redacted], number 9[redacted].

In the meanwhile the at fault driver had given wrong insurance information which showed his policy cancel, 21st Century, did find a policy with progressive Insurance for max of $20,000.00, on a Florida pip policy, I (writer) deem more serious in the accident and received $10,000, but after the lawyers and medical bills, we were left with nothing, I'm still stuck here Florida, I'm a service connected American Veteran living on a monthly income, having to barely paying expensive here and in California where I'm evently maybe sit outdoors if I haven't already.

The lawyer we had (office of [redacted]) terminated Our services after we refuse to take 21st Century offer to take a settlement offer of $750.00 which the lawyer receive of that $250.00, leaving myself and other passengers with only five hundred dollars, that's not what my policy reads, the claim adjuster [redacted] have been very ruled and refer to the claim payout as her money.

This Is not what my policy reads, [redacted] stated that we gotten more than enough from progressive.Desired Settlement: To honor my policy and it's amount, for the company employee's to be trained on policy holders sensitivity When dealing with customers that was involved in accident, for they have experience hardship enough to include pain and suffering.

Business

Response:

Thank you for your correspondence posted on August 14, 2014, in which [redacted] has expressed dissatisfaction in the handling of his claim. We appreciate the opportunity to review this matter and respond.

Our records show [redacted] contacted our Claims Contact Center on October 22, 2013, reporting his 2011 Ford Fusion had been rear-ended by another vehicle at a stop light. He was injured with neck, shoulder, and lower back pain, with resulting pain/tingling in his legs. His son, [redacted], Jr., was a passenger in the vehicle and suffered from lower back, hip, and shoulder pain. The claims office was later informed there was a second passenger, Elvin Brown (Toussaint), who had also been injured in the accident. The accident occurred in Florida; however, the policy was established in California and contained no coverage for Medical Payments.

[redacted]’s attorney’s office contacted the claims office on October 25, 2013, advising they were representing [redacted] and his two passengers. They also indicated [redacted] had recently moved to Florida. However, an investigation into the matter revealed [redacted] was visiting Florida for a funeral and would be returning to California. Since he did not reside in Florida and had no medical coverage at the time of the accident, neither [redacted] nor his passengers qualified for Florida’s Personal Injury Protection (PIP) coverage.

The police report confirmed [redacted] was responsible for the accident; however, [redacted] Insurance advised a policy they had for [redacted] had cancelled prior to the accident. Then on February 12, 2014, Progressive Insurance contacted Claims Representative [redacted], who was handling the injury claims, advising [redacted] had valid coverage with them for the loss date with policy limits of $10,000/20,000. On April 14, 2014, [redacted] received a letter from the attorney’s office advising Progressive had tendered their policy limits of $10,000.00 to [redacted], $6,500.00 to his son, and $3,500.00 to [redacted]. These amounts were actually higher than the amounts for which [redacted] had evaluated the injuries. She advised [redacted]’s attorney’s office on May 14, 2014, that our company would waive our subrogation rights against Progressive and [redacted] and that they could proceed with the settlement.

[redacted] then contacted our company directly advising he was dissatisfied with the injury settlement he had received to date. He was referred back to his attorney to handle the matter for him. On July 7, 2014, [redacted] advised our company that he was no longer represented and our company settled his bodily injury claim with him directly. We were only recently informed [redacted] was no longer represented, and our claims personnel are following up with him directly to continue with negotiations.

We regret we are unable to provide a more favorable response to this inquiry, and we apologize for [redacted]’s dissatisfaction with the handling of his claim by our claims personnel. However, we believe the claim settlement is being addressed appropriately. If [redacted] has any information documenting that he and/or his son have sustained any permanent injuries, or any other information to support a higher bodily injury settlement, we would welcome that information for review.

Should [redacted] have any additional questions about the handling of his bodily injury claim, we would encourage him to contact Claims Supervisor [redacted] directly at [redacted] or Claims Manager [redacted]. He may contact Claims Supervisor [redacted] with any questions about the absence of medical coverage for this loss. Please direct any other inquiries regarding the contents of this letter to me at the above toll free number, directly at [redacted], or by e-mail Sincerely,

21ST CENTURY INSURANCE COMPANY

Senior Consultant – Claims Customer Relations

Review: After receiving a form to show mileage I drive was filled out and returned by me my payments and premium went up yet I was told by an agent mileage would not effect the cost of my insurance. My original payment was $40.77 per month than after the mileage form I was made to fill out went up to $58.61 yet I was told prior to filling out this form that it would not effect my policy or price of my policy.Desired Settlement: I want my original monthly rate back to $40.77

Business

Response:

I reviewed our file and determined that the quote was prepared and bound online without any of our sales agents assistance. You initially indicated that you drive your vehicle 3,000 miles annually and it is just used for pleasure use. However you indicated on the mileage questionnaire that the vehicle is being driven 7 days a week for work and approximately 10 miles each way. When we amended the policy to reflect the correct vehicle usage the premium increased $48.67, and the revised 6-month premium is $291.

Consumer

Response:

Review: My problem initially started in November when I was considering not continuing my insurance for my car due to a fall from some injuries sustained from a rocket blast in Iraq and that I would not be driving it much. The employee did not tell me that it would go into lapse status and that would increase my charges. Then afterward I started back again with 21st Century giving them another chance and called and live chatted with someone about a couple of issues one being that there was some ID theft and fraud on my accounts when I returned from Afghanistan in 2012 and that I had to change my credit card in Feb and move my Classic car from 21st century to another company to provide better insurance for my collectors car. Then I discovered recently that my insurance was cancelled again and they initiated additional charges.Desired Settlement: Drop all fees and charges and issue an apology for giving me bad advice in the Fall about cancelling my policy.

Business

Response:

I reviewed our file and determined that this former policyholder contacted us after his initial policy canceled in December 2013. The policy voided because his bank returned the payment. The previous payments on this policy were not returned by his bank, so the ID theft from 2012 is not related to this situation. The 2nd policy was also set up on autopay and the first couple of payment cleared the bank account, but the 3rd installment was returned by his bank. Considering the above information we are unable to waive the $30 in fees.

Consumer

Response:

Review: Well I would give you details as the exact date my policy [redacted] purchased in September, 2013 but the web site is experiencing problems at this time, so I could not view my policy. When I purchased my policy I was told that Roadside Assistance was included. I was not really concern on having that service since in all my years of driving I never needed that service. Well I locked my keys in the car on October 14, 2013, my wife gave me the Road Assistance phone number (800) 439-5587. When I called Road Assistance I was told I do not have that service. The cost to unlock the car was $93.00. My wife called Road Assistance on October 15, 2013 and confirmed that there is no record of a policy. Concern she called the Customer Service (800) 241-1188, and after 30 minutes it was determine that yes I do have Road Assistance, but hat department does not have a record of my policy. (So that is just like not having Road Assistance if you have no access to the service, correct?) I was told it would take 2 to 3 months before Road Assistance would have a record of my policy. That is not acceptable to me. The agent tried to add my policy to the Road Assistance department tonight to no avail. Not acceptable. I pay my policy on time by automatic payment, I expect to have access to the product I purchase. Road Assistance never provided any kind of troubleshooting, like calling 21st Century Insurance Customer Service to verify my policy. I was left stranded. I also understand that I am not so privileged that this happens to me only, if 21st Century Insurance did this to me, they do it to other. This needs fix. This caused unwarranted stress, time, money.Desired Settlement: That Road Assistance is informed of ALL new policies at the time they are activated. Waiting 2 to 3 months for the right hand to tell the left hand it was active is not acceptable in this day and age. In the meantime that Customer Service for the Road Assistance be trained that if a customer calls and say they have a policy with 21st Century Insurance with the service and they cannot find it in their system, that Road Assistance calls 21st Century Insurance to confirm instead of declining the service. A letter of apology would be nice, and a cost concession for the time spend on this matter.

Business

Response:

The information provided to this customer regarding taking two to three months for the Roadside Vendor to receive insurance verification, is incorrect. We reached out to the customer to resolve this matter.

Review: I have been with Century 21 for ~18 years.

We renewed our policy in Dec for $644, for [redacted] for 2 cars.

Near Xmas we asked for a quote for our son, away at Uni so he could drive in break periods just for short stints, he recently got his licence.

Immediately without our agreement or consent, they added him to our policy more than doubling our premium. Call Centers barely spoke English, and they didnt know their products or the waiver system.

We had to cancel the policy and change to a different department in Farmers.

We are getting a refund of $403, but this includes charging a pro-rata fee for our son (we never put him on the policy) and a cancellation fee.

I have full email records after the first calls.

I just wish for a fair refund and compensation for their incompetence. below is as much detail as will fit in this window - thanks for your help:Desired Settlement: They should give us a refund of ~$530 (+ compensation) which is just for us to pay pro-rata for the policy we paid for - just [redacted] for 2 cars, not the $403 they are crediting.

They should not charge for our son who they added unilaterally without our agreement or consent. And they did not even know about their own products and the waiver systems they allowed or they just wanted to charge as much money as they could.

They should give us a refund for the cancellation fee, and preferably compensation for the issues caused.

Business

Response:

Thank you for allowing me to respond to our former insured's concern.On March 18, 2013, Mr. [redacted] called our office for a quotation on adding his son. At the time, he was provided a quotation and the named driver exclusion and temporary waiver process was explained to him.Mr. [redacted]'s son received his driver's license on December 11, 2014. Per our guidelines, he was required to be added to the policy or excluded from the policy on his 18th birthday regardless of his licensing status. On December 29, 2014, our agent added his son to the policy in accordance with our guidelines. Per the personal automobile policy, we are not required to obtain consent in such a circumstance. The policy states the following: "You agree that if the information you have provided, and upon which we have relied in determination of your premium, is incorrect or incomplete, or if the information changes during the policy period, we may decrease or increase the premium during the policy period based on the corrected, completed or changed information."Mr. [redacted] was offered the option to exclude his son, but he declined. On January 7, 2015, I personally explained the waiver process for excluded drivers who are away at school. He chose to cancel his policy with 21st Century Insurance effectiveJanuary 10, 2015 and he was proplerly assessed a $50 Cancellation Fee. This fee was outlined on his billing statements, declarations, and by endorsement on the policy.While his son should have been added to the policy on October 4, 2013, he was added effective December 28, 2014. Our agent changed the date to December 29, 2014, but upon further review of his account, she did not credit the policy properly. I have corrected the transaction and credited the policy an additional $5. Mr. [redacted]'s son was on the policy from December 29th to January 10th, for a total of 12 days. The earned premium charge for coverage from December 5, 2014 to January 10, 2014 including the addition of his son was $186. We received a payment of $644 on December 5, 2014 leaving a an unearned premium credit of $458 less the $50 Cancellation Fee. There is now a credit of $408 on the account. No further credits or accommodations are due to him. If you have any additional questions or concerns, please feel free to contact me.

Consumer

Response:

Review: [redacted] from 21st calls me out of the blue one day asking if I needed car insurance, just so happened I had a bad experience with just auto insurance and at that moment I did need auto insurance.after explaining this, [redacted] offered to give me a quote. After I agreed, he asked me if I still live in [redacted], California. I declined and said that had to be about 3 years ago. He mentioned my old address and I told him that was where I used to live but I am now a resident of [redacted], California and that is where my vehicle is at. After I gave him my street address he generated a quote for $212 covering six months of auto insurance (basic coverage plus uninsured motorist) after I agreed to pay once I got my next check from work I received all the information and processed my payment. 2 weeks after making the payment I had not received my id cards in the mail so I called back to check on the situation. The lady that answered my call told me when verifying my current [redacted] address that it was not on file. She explained that [redacted] used an address generated to him via internet when calling me. So I told her that [redacted] should have my address on file as the only one and she declined stating that it needed to be changed. After changing it over the phone with the worker, she explains my policy would increase from $212 to $256 because of the general area difference. I was furious that the company would not honor the quote I first received so I'be called back twice more to try to resolve this issue but the supervisor apparently could not hear anywhere in the recording where I gave my address in [redacted] or declined that I lived in [redacted]. I know for a fact that this is a lie. And I am going to cancel my policy after the 6 months is up or else I have to pay a $50 fee for early termination.Desired Settlement: I would like my monthly rate to be what I was quoted. $37.92

Business

Response:

Thank you for allowing me to respond our customer's concern.

I reviewed our file and found that [redacted]'s was contacted by our third party lead group following up on a quotation previously obtained. The lead group member transferred the call to our sales rep, [redacted]. The address information was not reviewed or discussed on either call.

The policy was bound on September 8, 2014 at the price originally quoted on September 2nd at the address in Brawley. As an accommodation, I have waived the $41 for this term only.

We regret that our relationship has gotten off to a rocky start. We are committed to providing a positive customer experience and we did not succeed in this instance.

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

Review: [redacted]

Complaint against 21st Century Insurance~ unfair business standards & billing practices for Auto Insurance

Dear Sirs,

I received a Cancellation letter/Billing invoice in the mail with a billing date of 7/18/2014 and unless I paid an additional $84.31 on my policy it would be terminated from 21st Century Insurance. On all of my payments it showed AMEND-POLICY CHANGE on the billing invoice. To my avail I had no clue what this meant. But first things first, when talking to the agent who signed my husband up, I explained that she would need to go over everything with me since I was the one in the family who paid the bills on line. I explained that my husband first language is Spanish so English explanation can be a bit of a challenge and that was why I wanted her to go over the ins and outs of this policy. I was quoted a policy price of $245.00 and I explained we budget very careful and this was in line with what we were willing to spend on an automobile policy. The woman who I spoke with never mentioned that we would need to expect an application in the mail and or that an additional form consisting of a Texas Uninsured/Underinsured Motorist Coverage Selection of Limits. The woman never discussed with me what this was nor did she tell me it was a requirement in the State of Texas, nor did she tell me unless I waved it there would be an additional fee added to my policy nor did she mention what the fee would be! Needless to say I as a consumer feel like I have been crammed and scammed. When you read on you will understand exactly what I am saying. Also attached you will see my payments have always been on time in the amount of $245.00 and I had never received written notice, cancellation or e-mail that additional fees were due at any time before now (the date of the billing invoice).

So in any event I called the customer care line at [redacted] and spoke with [redacted] on July 29, 2014. [redacted] stated that the reason I had to pay the additional $84.31 was because 21st Century added the Uninsured Insurance to my policy without notice. [redacted] said I was given notice when they sent the application for insurance to me. Neither [redacted] nor I received any such documents in the mail. If this was such an important part of the coverage and process for 21st Century, then how come our conversation wasn’t recorded in efforts to prove we were advised on such a serious matter dealing with Texas Law and possible additional funds that would be owed by the insured persons? [redacted] continued to tell me that all I had to do was send in the paperwork which couldn’t be back dated because it was already charged to the policy but it could be prorated and the coverage could be dropped and not further funds would be owed.

On July 29, 2014 I had my husband signed and dated the required forms and I faxed and e-mailed the documents to 21st Century on July 30, 2014 and I also sent the $84.31 via on line banking knowing that I may not owe that much based on what [redacted] advised and also because I didn’t want my policy to be cancelled.

On July 29, 2014 I called 21st Century’s customer cr and spoke with [redacted] to see if they had received my documents to drop the Uninsured coverage and he said they did. I asked [redacted] since they had received my documents and with the adjustments, did the computer show my next payment due in August 2014 to be at $245.00 and [redacted] checked but told me No it would now be $291.00 a month instead of $245.00 and after we round and round about why, I asked to speak with a Supervisor. I had told [redacted] that any deviation from my original quote would be unacceptable because as a consumer I felt like I was being scammed because none of this information had been disclosed to me or husband. I also asked [redacted] to explain to me 21st Century customer requests to cancel their Auto policies. [redacted] explained that all I had to do is call and verbally request a cancellation. I confirmed that a 30 day wait or a written request wouldn’t be needed and he said no, none of that would be needed.

[redacted] placed me on hold and [redacted] the Supervisor came on the line and I briefly confirmed by going over the details, if she understood why I requested to speak with her? [redacted] had an explanation that made no sense to me. What I could understand from what she explained was because the Department of insurance was so intricate and because I never waived Uninsured coverage that I had to show I paid it because it was Texas law. I stated I could understand that things couldn’t be back dated and maybe I would have to pay that part but she said I was never charged for it so that I would have to pay the $84.31 and an additional $46.00 per month making my total policy $291.00 for coverage that I waived AND she said I would have to pay the $291.00 for the last 3 months of my policy because I wasn’t charged for it.?????? This made no sense to me and I told her that what I was going to say had nothing to do with her but it was about big business and companies like 21st Century who had the customer by the tail and with know where else to turn because they could do whatever they wanted to do at any time. I advised [redacted] how completely disappointed I was with 21st Century and that it was a terrible company and that I would tell people that I came across of my experience and let them know that this company was less than a desirable one to deal with if they asked.

I again verbally confirmed with [redacted] what the consumer policy was for me cancelling this policy and she reiterated on what [redacted] said and that all it would take would be a phone call.

Please investigate my complaint and feel free to call me if more details are needed.

Thank-you, [redacted] 77018

281-844-[redacted] Cc: Revdex.com, Texas Department of Insurance, Texas Attorney General

Attachments: Billing invoice, Notice of Cancellation, Fax confirmation, Automobile Insurance Application/Texas Uninsured/Underinsured Motorist Coverage Section of LimitsDesired Settlement: To give the quote as promised.

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: I was with 21st Century Insurance for 2+ years. My rates went up every time I renewed with not a single claim or traffic infraction. I understand prices go up but increases like this should be regulated or investigated. I had 2 cars insured. One car for my stay at home wife that put no more than 5 miles a day at the extreme. My driving was to work & back & my job is 1.5 miles away from my home. I am a home owner, my credit is good and increasing, I've been at my job 13 years, & still an increase with all that in mind. I'm in my early 40's my wife in her mid 30's. I always paid my insurance up front for the 6 months of coverage so I was never late on payment. My renewal was 11/2013 for 6 months. Pif. Late December 2013 I put $10k down on a 2014 Toyota Corolla. At the dealership I had to contact them to fax over proof of current insurance twice 12 & 15 min calls. Come May 2014 when renewal was coming up it went from $700 to over 1k. When I called and inquired what was the deal, was there an infraction I didn't know about? They said no, it was just because the full coverage insurance was higher than what coverage I had previously with a '90 Corvette & '99 Chevy Cavalier. Ok... Then I found almost 6 months later that my 2014 Toyota was even on the policy! Omg right! So I contacted them again and asked why the Corvette was still on my policy & not the '14 Corolla?! Panic attack... They claimed I never notified them of this even though stated above I did & Toyata Fianance corresponded with them to let me drive off the dealer lot. I immediately said please put the Corolla on, not the Corvette. So then when that was done I was told it was going to be $1000+ for 6 months, including the Chevy Cav. I asked why such the increase with my situation? I even asked what if I just had the Corolla & it went up from there to the $1100 range. Because I'd lose the multi-car discount. So within a week after 2+ years of a clean record with them I shopped around and decided to go with another compay that turned out to be $700+ for 6 mths. Then I recieved multiple notices saying my policy was in jeopardy of being canceled even though I called and cancelled once I had confirmation that I was insured with the other company, notices thanking me for staying with them, really messed up to where it seemed one part of 21st was not talking to the other side. Then... I get a $30.09 bill from 21st Century claiming the 8 days of coverage between me noticing my Corolla was not on the policy & me switching insurance companies. I tried to call & understand there lack of communication between the company & the gall of sticking me with an outstanding balance of $30 more dollars. They would not bargain with me for all the calls, wait times, my nerves being shot knowing I drove almost 6 months w/o coverage, losing sleep wondering about the worst that could of happened! I paid the bill, I asked to take the survey they offer at the end, I was refused the right since I wasn't insured or a policy holder no longer. I even threw out there I'd contact the Revdex.com.org & it was no big deal.wow, buyer beware of a total nightmare of this & what could of happened, not to mention Toyota possibly repossessing my vehicle.Desired Settlement: $30.09 and to not disrespect us as a consumer when I went over and beyond being diligent with my driving safety & bill paying.

Business

Response:

Dear Customer,

We reviewed your file and I left a phone message for you with our findings. We appreciate the opportunity to review this concern for you. Please let us know if you have any followup questions.

Best Regards,

Representative

Review: I have been signed up with a policy through this company for a few years now and started with I believe a rate of $385, then it raised to well over $440 my second premium due. I was told it was due to a state "rate'' increase. Then upon another renewal it went down and I was paying $429. I was told It probably would be best to do a new online quote for a better rate. I received a rate quote online for $404.02 and when I called in to take advantage of the quote I was told it was $472, it jumped that quick? All information entered was accurate so I don't see how it jumped so high. anyhow, when calling about my current policy, and asking why my premium is still $429, I was told it is because I have 2 accidents listed on my policy, one for January 12 and January 13, 2013 both which don't exist. The actual accident that should be listed as a "not at-fault" and shouldn't be on there since the other insurance company paid out completely is January 14, 2013. 21stCentury sent out roadside and the other insurance company stepped in an took over the claim and paid out and reimbursed. I should have no at-fault accidents on my record nor on my claim affecting my policy. Every time I call in and speak to customer service, I get the run around about this and that being on my policy as a claim and this shouldn't be on there but it is, or this will be taken care of and it isn't or someone will be sure to call you back and no one does. As well as I was supposed to have a $250 deductible from the very start of my policy and that never took place. So I have been with a $500 deductible this whole time and never changed and never any calls back. I would like to get this matter resolved. I have all documents showing where the other insurance companies took fault for accidents listed on my policy your company is penalizing me for and raising my fees. I shouldn't be held reliable for someone else mistake in which I had no control over.Desired Settlement: Would like my policy to be looked over thoroughly by upper management and take care of errors that are found and correct the premium I am currently paying and have been paying. Would like someone from upper management to give me a call to discuss this matter further as well. Thank you!

Business

Response:

Thank you for allowing me to respond to [redacted] concerns.

His policy started on September 16, 2011 with a premium of $475.42. His renewal premium in March of 2012 dropped to $377.77 after a surcharge for an accident expired. The following renewal the premium went up $1.94 to $379.71. In March of 2013, his premium increased due to a rate change and a surcharge for an accident in January of 2013. The surcharge for the accident was removed prior to the renewal as the claim was closed without payment, leaving the premium at $489.98. After we were advised that he purchased a home, we re-rated the policy and reduced the premium to $475.00. His most recent renewal premium decreased to $429.73.

[redacted]’ assertions regarding the varying quoted prices were unsubstantiated in our research in responding to his Revdex.com complaint in March of 2013. The lower quoted prices were based on him insuring his home with Farmers Insurance. This was communicated to him on March 28, 2013.

With respect to the losses listed on his policy. Our records reflect that Julia Williams drove over nails and debris and damaged the tires on her vehicle on January 29, 2013. There were no damages paid for this loss. While it is considered an at fault accident, there is no surcharge because there was no damages paid. We also have a reported loss on January 12, 2013 for [redacted]. This loss is listed as not at fault. There were no damages paid and no premium impact on his policy. A towing claim on January 14, 2014 was inadvertently listed on the policy. It has been deleted, but was never impacting the policy. The policy is not being surcharged for any losses.

Lastly, I cannot find any discussion of deductible changes prior to February 14, 2014. On February 14, 2014, he advised our representative that he requested to change his deductibles the previous year. There is no record of a request from 2013 or from 2011 when he started the policy. He was quoted the premium for the coverage on February 19, 2014 and March 24, 2014 and declined to change it both times.

I have contacted [redacted] and discussed his concerns regarding the January 29, 2013 loss. He disputes reporting loss. Our records reflect that the reporter of the loss identified himself as [redacted] We are having the recorded statement retrieved for [redacted].

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

Consumer

Response:

Review: I called to say that I would be late paying monthly payment. Rep said it was ok they would note the system. I called late on the 5th and was told there was no notes and that I had never called scraped up money called back to pay over phone. I made payment some kind of way payment was accepted and on 06/16/2013 I was returned a check with for June payment minus 23.06 no explanation as to why. Did not notify me of cancelation. I have made payment later than that and never been cancelled. When I called to understand why I got the check I was sent all around treated very rude. I explained could I return the check to get new account I was told no call back after check is cashed leaving me without coverage intentionally. Before I switched to company they explained this rate will be this way for 1 year it wont change it was very much lower than other company. I get a letter from 21st century saying it increasing by 52.00 for no apparent reason. rep states they don't understand why. They have must up due dates and payments. Practices are not consistent and customer service is not fully knowledgeable of practices. As a result I received a fine for not maintaining coverage. I called to get a new quote and was told we cant offer you anything with no reason why.Desired Settlement: an apology, reinstatement at original offer, or compensation for fine/ difference on current policy and correct my insurance file for coverage I have had to lower coverages due to negative scar this has put on my record.

Business

Response:

I reviewed our file and found that [redacted] former policy canceled on June 5, 2013. On June 6, 2013, we mailed an earned premium bill for $23.06. [redacted] did not call us regarding her cancellation until June 7, 2013. At that time, she advised that she was aware of her payment/cancellation date of June 5, 2013 and requested to make a payment. We declined to take her payment.She was advised to pay her earned premium balance of $23.06 to be requoted for a new policy. She acknowledged the information given and was to call back. [redacted] made a payment of $218.00 on the internet after speaking with us. We refunded the unearned portion of that payment to her on June 12, 2013.

We did not make a payment arrangement with [redacted] nor do we have record of a payment being made on June 16, 2013.

With regard to [redacted]r rate increase. Rates are not guaranteed from term to term. [redacted] premium was impacted by a rate change that impacted policies that renewed after December 12, 2012.

[redacted] is not eligible for reinstatement; however, as previously advised to her, she can be requoted to start a new policy. Lastly. we cannot post insurance for her beyond her cancellation date of June 5, 2013.

Please find attached the cancellation notice we mailed to [redacted] on May 21, 2013.

Review: In 2011 I signed up for car insurance with 21st Century Insurance. At the time I explained to them that I was disable and receiving social security payment that I only receive on the third of each month. I was told fine that will not be a problem. I even started my account on that exact same time of the month. Instead without further warning I was set up with a payment date of the 30th of each month, however; after being told by everyone there including supervisor that I spoke to, I was allowed to make my payment on the third of the month, which I made online for a total of 4 to 5 years. Over the years I was charged outrageous late fees. Then recently I was asked to start automatic payments which I agreed too. On December they took one payment out of from my debt card on the 2nd of the month. Then starting in January they attempted to take another on the exact same date, and was not allowed to because my money did not arrive until normal date of the 3rd. Not knowing this had occurred I made my normal payment online after midnight of the 3rd of the month. In the meantime I spoke to one of their agents who informed me that the automatic draft was still being worked on. On March the 3rd I tried to make my payment online the way I have in 5 years, only to find out that my insurance had been cancel with my knowledge. I am making this complaint because I then had to reapply for car insurance through their sister company at a much higher rate like I was completely new to the company. I even explain to them that I am a senior and is not in control of when the government decides to pay social security, my payment of $154.00 was still kept. I asked them if they had a problem with seniors, and was told absolutely not. I feel that this information should be given to the public for evaluation. I was treated wrongly in this situation, and I also feel that when you have given a company this much money for such a long time you should at least go out of your way to better serve them. This is my compliant...TKSDesired Settlement: Would at least like my last payment returned, and this information was for Revdex.com reports as well. Please keep my updated. Thanks So Much.

Business

Response:

Our records show that we sent an email on January 16, 2015, and asked you to contact our Company because we could not change the due date on your policy from January 30, 2015, to February 5, 2015. We did not receive a response from you, so we sent another email on January 27, 2015, and asked you to contact us about your account and auto payment.On February 5, 2015, we mailed a cancellation notice explaining your policy would cancel on 2/18/15, unless we receive $185.62. You did not remit the payment, so the policy canceled February 18, 2015. We refunded $14.02 on December 22, 2015, the account balance is zero.

Review: Our vehicles have been insured by 21st Century for many years. We moved from Northern California to Southern California in 2010. In 2011, we purchased a new car, and added that car to our policy. That car was never located in Northern California. The billing statement and the insurance cards provided by 21st Century correctly showed our residence and car in Southern California.

The online policy statement (we did not receive paper copies) however, showed that the car was located in Northern California -WHERE THE PREMIUMS ARE SIGNIFICANTLY HIGHER - despite that the car was never actually located there. We never reported the car as located in Northern California, we had not resided there for over one year, and the car was purchased long after we moved from that location. There is no reason that car should have been associated with the Northern California address. Unknown to us, we were paying a much higher premium for several months. We were relying on the accuracy of the addresses listed on the billing statement and insurance cards provided by 21st Century. We payed several hundred dollars beyond what we actually owed before we noticed the error, just for the one car. Once we learned of the error, we called 21st Century expecting them to refund our money because we obviously over-payed, and the location was clearly wrong. Instead, 21st Century stated that because the Northern California address was listed on the actual policy (which was available online only) they would not refund the difference.

We were never able to figure out why the car was listed at the Northern California address on the actual policy statement and nowhere else, which conveniently allowed the insurance company to charge us a higher premium without us realizing it. (The same thing happened with our other car, which we purchased in Northern California. When we moved to Southern California, the billing statements and the insurance cards were correctly changed, but the policy statement still listed the car in Northern California, also costing us quite a bit of money.)

We spoke to a customer service representative, who said that he elevated the issue to 21st Century management, but still refused to refund or credit our account. They blamed us because they said we had access to the online policy statement, which listed the wrong address for the cars.

We're also concerned that if we had an accident while living in Southern California, 21st Century may have denied coverage claiming that they were not responsible because we were insured at the wrong address.

Beware of 21st Century's billing practices.Desired Settlement: 21st Century should refund customers who were overcharged because their cars were listed in the wrong geographic location. Those customers are paying for for more than they are getting. In most other business contexts, a refund would be automatic.

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: on aug 6, 2013 I cancelled a policy with 21st century auto insurance. they had just debited my account and told me that I would receive my refund of $122 in 5 business days. i've called them a few times since to inquire as to where my money was. the last time was on august 19, 2013 as I had not received it back at my bank. they told me that when I called on aug 15, 2013 they would rush the process. on aug 19 they said the funds had been released to go back to my bank on aug 16. as of today I still have not received my money. it should not take over two weeks to issue a refundDesired Settlement: I want my money

Business

Response:

The insured canceled the policy on 08/06/13, and her down payment was refunded to her checking account on 8/16/13. We placed a 10 day hold on the refund to ensure her initial down payment was honored by the bank. We apologize for any confusion in this matter.

Consumer

Response:

Review: I got a letter in the mail from 21st century stating that they are going to share my information with other companies. The letter stated that if I did not want this to happen, that I should visit donotshare.21st.com within 30days of the letter. I went there and put my information in, but the system said that my address was invalid? Kind of weird since that was the exact same address that they sent my letter to.Desired Settlement: Do not share my information with any other company and delete all my information from 21st century insurance's systems.

Thanks

Business

Response:

To Whom It May Concern:Thank you for notifying 21st Century of the concerns presented to the Revdex.com on April 29, 2015. We appreciate the opportunity to respond. Our review found that the letter offering to send information and special promotions recently received by the consumer generated due to a previous quote with our company. At their request, we have placed the consumer on the opt-out lists for both 21st Century Insurance and Farmers Insurance marketing solicitations. The consumer indicated that they received an invalid address message when attempting to opt out through our website. Records show that there was a slight variance in the address from what was entered by the consumer and the address validation system that we utilized to produce the mailings. This variance caused the invalid address message to display. We regret any frustration this experience has caused and appreciate it being brought to our attention.We thank you for your time and attention to this matter. If we can be of further assistance, please contact us by email at [redacted]

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: My girlfriend got into an accident in 2013 and this company reported me as the operator. I contacted them to correct this error, but I have gotten no where. No one is helping me to correct this error they made and with this on my insurance record it has cost me a lot of money in insurance premiums.Desired Settlement: I would like a refund of the amount of additional premium that I have paid since my policy was affected by the improperly done insurance claim from December 9, 2013.

Business

Response:

Thank you for your inquiry filed by Mr. [redacted] on July 27, 2015, in which he expresses dissatisfaction with our handling of his claim and policy.This claim was reported on December 9, 2013, after Mr. [redacted]'s vehicle was involved in a single-vehicleaccident. It was subsequently inspected and determined to be a total loss. On January 27, 2014, payment of$12,149.56 was issued to Mr. [redacted] and the claim was closed.Upon receipt of Mr. [redacted]'s inquiry to the Revdex.com, we reviewed the file and found he was shown as the responsible driver in out claims system. Ow: review of the initial telephone call in which he reported the loss confirms he advised us his girlfriend, [redacted], was operating the vehicle at the time of the collision; itappears we simply enrered him as the driver in error. We apologize for this oversight We have since updatedour claims system, which now indicates [redacted] was the driver. Although Mr. [redacted] states he hasadvised us of this issue previously, our claim file includes no reference to any contact from him regarding this issue or any request that we adjust our records. However, it is possible he spoke to someone outside of our claims operation regarding the matter.Regarding the policy and premiums, we have made the appropriate adjustment and applied a credit to his current policy balance. Mr. [redacted] has been advised of this adjustment and our correction of the claim record. This matter is now resolved, but we apologize fot any inconvenience Mr. [redacted] experiencedShould you have questions :regarding this letter, you may contact me toll free at ([redacted]

Review: I contacted 21st century roughly 5 months ago to switch insurance policies after receiving a quote for $53 for my auto. I added a vehicle a month ago and a driver and was told over the phone that the price would be roughly $163 a month and at most $225 a month. I added the insurance.

This month I get auto deducted from my account $428. I had no prior warning of the policy going up to that amount. When I called 21st century to get reimbursed and cancel my insurance policy I was informed that I at most would get $50 back and that I could not cancel my policy without different insurance. I am in the midst of regaining insurance from Geico and would like the amount reimbursed to me or at the very least the amount of the discrepency.Desired Settlement: Receive a refund check for the amount $428 as I have no interest in the service they are providing. The very least the difference between the quoted amount and the actual amount $160-$428 ($268.00)

Business

Response:

On 11/5/13 the insured called our Customer Service Department to add a driver and her vehicle. During the call the insured disclosed that the driver had 2 moving violations within the experience period. The prorated amount to add the driver and the vehicle to the policy was $490.11. On 11/8/13 we received the motor vehicle report for the added driver. The report revealed a total of 5 moving violations within the experience period. The additional violations were added, and the policy was reclassified to reflect the change in risk. The additional increase of prorated premium was $556.33. On 11/13/13 we mailed an amended Declaration with a cover letter, and an Underwriting letter confirming that the premium had increased as a result of the added moving violations. On 11/21/13 we mailed the insured an automated bill plan statement reflecting that his automated payment due 12/16/13 had changed from $75.91 to $428.09. On 12/16/13 we deducted $428.09 from the account on file. The insured canceled the policy effective 12/18/13 and the refund of $68.83 will be returned to the credit card on file within the next 5 business days.

Our records reflect that we insured the added driver and vehicle from 11/5/13 through 12/17/13. If the driver and vehicle were insured elsewhere during that time period we will gladly remove them from the policy. We ask that the insured fax a Declaration Page confirming other insurance to ([redacted] attention Special Services. Documentation must include the 21st Century policy number. Thank you.

Consumer

Response:

Review: I just renewed my policy on 12/14/13. Today I received a quote from 21st with the same coverage and the policy is over $100 cheaper. Yet they tell me I have to pay for the new policy and wait 1-2 weeks for a refund on my old policy. If I have to pay another payment for $100 less while they play with the payment that is already made, I may as well switch companies to a cheaper policy.

Treating customers this way is ridiculous and I'm sure costing them business, including mine if not resolved.Desired Settlement: Apply the payment I've already made, which is substantially more than the new amount and apply it to the new policy. I'm not going to make another payment to a company that has this kind of accounting. Why bother. I've received even cheaper quotes from 2 other companies. If I want to pay to start a new policy, I may as well change companies. I have tried to stay with 21st Century. Someone needs to get their act together and stop this stupidity. Apply my payment and overpayment to my new policy. Otherwise, I'll be changing companies.

Business

Response:

Dear Customer,

We reviewed your file and sent a written response to you.

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

Best Regards,

Representative

Consumer

Response:

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Address: PO Box 371404, Pittsburgh, Pennsylvania, United States, 15250-7404

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