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21st Century Insurance Reviews (442)

Review: On August 27th I received a statement via mail from 21st century specifying that my policy premium had increased from 942.81 to 1168.53. I was never informed of the increases prior to the notice on 8/27/2013 that I had received after calling in to make payment arrangements for my renewal on 8/21/2013. When I called in to confirm the reason of the increase I was told by a representative there where changes made on the policy which caused the increase. The rep. was unable to clarify nor determine what changes were made. After providing me with no explanation, I requested to speak to a supervisor and was transferred to a woman who refused to give me her full name besides [redacted] I was told by [redacted] that the increase was due to the company's decision to raise rates for all [redacted] state consumers. The rep could not confirmed what was the percentage of the increase or any details of the increase, after not having any way to explain the increase she just stated it was due to changes that were made with my policy. She then went back on her word after I asked her to pull the phone call where I changed my policy. The rep simply stated it was company policy which was sent out by mail. She then stated if I wished to cancel I would not receive a full refund and that she would report us to the DMV advising that we canceled coverage. Also which would cause a huge inflation for the next company we decide to go to due to the laps she would report. I was very irate as you can imagine due to the lack of customer service and did not end the call pleasantly after being threaten and scammed by 21st Century. I then called and spoke to a supervisor by the name of [redacted], he briefly explained and answered most of my questions. The rep advised me that there was an increase which is done to all customers. However no one is notified in writing of the increase, as the previous rep tried to advise me. He stated that the bill is adjusted and it's up to the consumer to determine the increase. Unfortunately for me , I pay my policy two times a year. 21st century knowingly with holds information from the consumer hoping that it will be over looked. During my time with the company I have several bills which shows conflicting billing info. With out having the previous policy to compare fee's to the increase can go with out being notice. This is a deceitful billing practice being used by 21st century which I will also file a complaint with the Consumer Financial Protection Bureau. I will also notify by local state attorneys office , in hope the a class action suite can be brought to 21st century for there deceptive billing practices due to the lack of customer service I received. I was told that my rates where increased but because I notice only a day after my renewal , I would be out of luck and will not receive a full refund or unable to cancel my policy.Desired Settlement: I would like my account canceled and refunded in full without any laps of coverage so that I may find a much more reputable and honest company.

Business

Response:

The 08/22/13 renewal premium increased due to state rate adjustments and mileage revisions for both vehicles. The revisions were completed using a mileage questionnaire the insured's submitted to us in May. The renewal paperwork, including the Renewal Declaration and the Automated Payment Plan Statement (reflecting the 08/22/13 deduction) were mailed to the insured’s on 07/17/13. This was more than a month prior to the scheduled

deduction and is consistent with prior renewal notices and billings.

The insured’s spoke with [redacted] on 08/27/13, which was 5 days after the renewal effective date, and the automatic deduction. At that time they requested a full refund. In order to refund their payment we would have had to backdate cancellation to 08/22/13. In doing so, we would have created a lapse in coverage and expose the insured's to possible fine's and registration suspensions through the [redacted] DMV. [redacted] tried to convey this information to the insured’s.

In order to backdate cancellation, we ask the insured's to provide a Declaration from their new provider and a letter of cancellation. We will cancel their policy effective the date they secured new insurance. Or, if they prefer to cancel the policy in the future, we ask that they provide a letter of cancellation and indicate the exact date they would like the policy canceled.

The policy is currently in force, but has been removed from the automatic payment plan.

Consumer

Response:

Review: I would like to file a formal complaint against 21St Century Insurance (Auto) for what I consider insurance price gouging and or outright larceny in excess of 200% compared to comparable Insurance companies [redacted].

I have been a loyal customer of 21St Century Insurance since 2001 and utilized both Auto and Homeowners. I am a low risk insurance candidate, retired, 56 years old, married, homeowner, no arrests or motor vehicle violations as is my wife (although she still works full time).

On or about 8-18-15, I decided to get another quote for auto insurance after discussing the high cost of my auto insurance premium with my daughter.

21St Century Insurance was charging me $1,611.59 for 6 months of coverage and this has been fairly consistent for the last several years.

I contacted Geico Insurance and was quoted $504.00 for 6 months of coverage. To say I was shocked was an understatement.

I also completed an on-line quote from Progressive Insurance and was quoted $ 444.00 for 6 months of coverage.

How can 21St Century Insurance charge nearly three times the 6 month premium coverage? I thought Connecticut had regulations on insurance premium prices to protect the consumer.

I contacted 21St Century Insurance and spoke to 3 different supervisors, the last of which told me she was the final decision maker and my policy was checked by actuaries and found to be priced correctly (names listed below).

I was given no further grievance procedure and was assured my 21St Century Insurance policy was completely in compliance with Connecticut regulations in there pricing.

I also went on-line and completed a new 21St Century Insurance auto insurance quote just to see if my $1,611.59 6 month premium was correct. After completing my on line quote, it was $1,132.00 , which is $479.00 less then what I’m paying and that’s without adding in the homeowners discount (quote number #[redacted] completed on 8-19-15)

This complaint needs to be investigated, at minimum its illegal price gouging bordering on larceny under Connecticut Criminal Penal code. If you add up the amount of over payment over a 5 year period for a basic cost analysis, it amounts to approximately $5,535, a significate amount of monetary loss. I do feel it was investigated properly by the 21st Century Management.

Consumers need to be protected from this predatory insurance company.

I have all documentation (hard copies) and can release them upon request.

21St Century Insurance Supervisor names I spoke with…..

1. [redacted] / Team Leader 8-18-15

2. [redacted] / Team Leader 8-20-15

3. [redacted] / Operations Analyst 8-21-15 / Final Decision MakerDesired Settlement: I would like 21st Century to conduct a proper investigation and assure that all procedures were followed. I want a billing adjustment for my over payment(s).

Business

Response:

Case: [redacted] To Whom It May Concern: Thank you for notifying 21st Century of the concerns presented to the Revdex.com. We appreciate the opportunity to respond to this inquiry. Our review found this customers recent automobile renewal premiums were impacted by statewide rate changes that were filed and approved by the State of Connecticut. As an insurer, we strive to keep premiums as competitive as possible while providing our customers with the protection they deserve should a loss occur. As costs associated with automobile claims and insurance services continue to climb, it is necessary that we adjust our rating information to guarantee our ability to respond to claims. These costs can affect the auto insurance premium whether or not the customer has had an accident or claim. While renewal premiums may intermittently reflect necessary rating adjustments, we will continue to do everything we can to provide our customers with the lowest insurance cost possible. We have validated that the premium charged by our company was correct based upon the coverages chosen and rates in effect. As a result, we are unable to honor the customer’s request for reimbursement. Although the customer indicated that that alternate quotes were obtained through other automobile insurance providers, we are not familiar with the rates or coverages offered by other carriers. As such, we are unable to address the customer’s concerns regarding the premium quotes offered. However, we did find that the new business quote the customer received through our website included alternate coverages than what were previously provided under their active policy. We thank you for your time and attention, and we apologize for any inconvenience this matter has caused. If we can be of any further assistance, please contact us.

Consumer

Response:

Review: I have been trying to get in contact with a representative about my claim no one has responded to my phone calls or any messages I have left.Desired Settlement: Please give me any type of information about my claim.

Business

Response:

[redacted]' claim was reported on August 20, 2014, after her vehicle was damaged in a collision. After the collision, [redacted] left her vehicle at the accident scene overnight, and it was subsequently reported stolen. Due to the circumstances surrounding this matter, we asked our Special Investigations Unit to assist us in completing our investigation of the facts. We have since been trying to reach the police officer that responded to the accident scene, but have been unable to obtain all of the necessary information to date. We are continuing our efforts and will proceed accordingly once we have been able to discuss the matter with the officer. [redacted] has been kept informed of the status of our investigation, most recently on Monday, September 29, 2014. We spoke to her again on October 2, 2014, and will continue to keep her informed of our progress. In the interim, should [redacted] have additional questions she may contact Senior Special Investigator [redacted]

Sent on: 10/3/2014 11:38:04 AM

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: On August 21, 2013 I contacted 21st Century insurance and informed the representative that I was cancelling my car insurance policy with them as of 12:01 am August 22, 2013. The representative confirmed that my policy would be cancelled and I would be refunded the amount of $1,732 within 4-5 business days. He (the representative) informed me that this amount would be refunded directly back into my checking account from which it was deducted. This amount includes the 6 month premium deducted from my checking account via automatic bill pay on August 19, 2013 (an amount of $1515) and the amount deducted for the prior 6 months of coverage, of which around $200 worth I would not be using and therefore owed. The $1515 that was deducted automatically from my checking account was not authorized since 21st Century had not informed me that my rates would be raised over $200 since the last bill schedule. On Monday August 26, 2013 I called the company again and spoke with another representative to inquire about the refund, which I had not received yet. She informed me that I would be receiving this refund on that date (8/26/13) or the following day (8/27/13) at the latest. I contacted yet another customer service representative on Tuesday August 27, 2013 to inquire about the refund which still had not been delivered back to my checking account and was informed THIS time that it would be 7-10 business before I could expect my refund to be directly deposited back into my account. I was also told at this time that the reason I had not received my refund yet was that 21st century insurance was awaiting a confirmation from my bank that they had approved of the $1515 deduction in the first place. I contacted my bank who informed me that this was not possible, as the account reflected this deduction. I called yet again on August 28, 2013 and spoke with yet another customer service representative who informed me that I had been misinformed from the beginning about being refunded in 4-5 business days, and that I would receive the refund in 7 business days at the LATEST and I should expect my refund to be deposited on August 30, 2013 at the latest. She stated she would personally monitor my account and call me on Friday, August 30, 2013 if she noted that I did not receive my refund by then. She NEVER called me back, despite the fact that I did not receive the refund on that date. I called and spoke to another customer service representative (the 5th one thus far) on 8/30/13, who stated she got her supervisor involved in this matter and that the supervisor would contact the accounting department to inquire about my refund. She stated she would call me back within an hour with an explanation and an expected date for my refund. She did not ever return my call. On September 3, 2013 I called the company yet again and spoke with another customer service representative. I was told on this date that the accounting department never got back to representative I had spoken to on 8/30/13, and that was the reason I had not received a call back. I was told that I had been misinformed about how I would receive my refund, that it would not be deposited directly back into my checking account, but would be mailed to me in check form and that I would receive it in 10-14 business days from the date of cancellation. She stated I would receive this check no later than September 11, 2013 (14 business days). I did not receive the refund on 9/11/13 and contacted the customer service department once again. I was then informed by yet another customer service representative that the refund check had not even been issued yet. She could not explain why this refund had not been issued and stated she would send urgent notice to the accounting department to refund me directly to my checking account without delay. She stated there was no reason that she could ascertain as to why I had not even been issued my money yet.Desired Settlement: To have the promised refund of $1732 directly deposited back to my checking account immediately.

Business

Response:

September's renewal paperwork generated on July 21, 2013. Since the insured's were on paperless delivery, they would have received an email advising them that new documents were available to view online. The new documents included their automated deduction notice and The Renewal Declaration Pages, both documents reflected the revised premium.

That said, we apologize for the conflicting information we provided, and for our delay in processing their refund. The refund of $1736.29 was released on September 11, 2013. The refund was issued to the credit card on file. We wish the insured's well with their new provider.

Consumer

Response:

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

Review: On April 2012 my toyata 4Runner was in an accident.21Century reported that both my 4Runner and Highlander was in an accident.Later 21Century admitted that the Highlander was not in an accident but will not remove from my records.I have submitted to the insurance board twice, no resolution. As of today 9/19/2014, the Highlander accident is still on my records and all new insurance quotes I get are higher because of it.Desired Settlement: For all higher insurance quotes I received as a result of the MISreported Highlander accident, 21Century owes me $1000.Resolution:1) REMOVE the accident for the Highlander2) as of 9/19/2014, I have received 12 new higher qoutes. The fine is $12,000.payable to [redacted]

Business

Response:

We did send a request to remove the additional loss from your loss history, however, it was not processed by the vendor. Please accept my sincere apology for the inconvenience. I sent another request today to remove the duplicate loss from 4/3/12. The entire process can take up to 30 days for processing. If you need a letter to submit to your current insurance carrier, please call our customer service department and we will be happy to assist you. Thank you for bringing this matter to our attention, so it can be addressed.

Consumer

Response:

Review: I had my insurance with 21 st century insurance, they cancelled my policy because they said my payment of method did not go thru. They did not email me or send the two letters they said they sent telling me of the cancellation. My car company notified me of the cancellation. In order to reinstate my policy they said because their was a lapse in insurance they couldn't give me the same rate. It went from $414 to $1000 for a 6 mos policy. They say everyone says they didn't get notified but I think it is a way for them to get more money from people.Desired Settlement: I would like them to reinstate my policy at the original rate

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 had insurance with this company and was late on payments. I was making my payments but two were after the due date but just barely. This insurance sent me a payment back and returned my payment but they sent it under the name of a different insurance company. (I have 21st century the envelopes said Farmers) I paid not attention to these as I assumed it was junk mail. (I recently opened my own business and get a lot of unsolicited junk mail) My complaint is I had lapsed insurance for thirty days and now I am struggling to find new. I feel that they should have called or at the very least corresponded with a letter with THIER own business name. Mind you I never MISSED a payment, I was late on a couple. I did not know they were cancelling and kept sending in my payments. I have proof of this. However I never received any correspondence informing me that I was being cancelled. This is going to effect my insurance for a long time and I should have proper notice so I could comply.Desired Settlement: I want this to not go on my driving/insurance record. They say they have proof they sent them to me but they have photocopied letters not certified letters. I am a legal assistant and phoptcopied letters are proof of nothing more than someone typed up a letter. The lady [redacted] helping me informed me that this was the ways of the world.

Business

Response:

I have spoken with our former insured and explained that we have proof of mailing for the cancellation notice. I also explained that our notices and correspondence are sent in 21st Century Insurance envelopes, but refunds are mailed from our parent company, Farmers.

I also explained that her no prior insurance rating is temporary as she can be quoted with us or other carriers after she has maintained current insurance for a period. She understood and was amenable to the information provided.

Lastly, I apologized for the non-empathetic remark made by our representative and the cancellation notice and proof of mailing was mailed to her and confirmation that it was sent.

If you require any additional information, please feel free to contact me.

Review: My son was involved in an accident with a 21st Century insured around August 27, 2015. He was hit from behind while he was at a stop signal. The accident was an at fault accident for the 21st Century insured. About a day later, I received a message from their claims adjuster and tried to call her back numerous times. Finally, a few days later, she returned my call and stated that she is very busy and can't always answer the phone. She told me that I could take my car to any repair shop to get an estimate and have it repaired. We finally decided on a repair shop and my son took the car in for an estimate. The body shop electronically filed the estimate with 21st Century. Yesterday, September 10, 2015, I received a call from [redacted], another adjuster telling me that she was cutting down the estimate that was received since 21st Century didn't feel that my car needed all those repairs. The estimate went from around $800 to around $450. I also found out that there was a dispute between 21st Century and the repair shop over the hourly cost of labor. Overall, the dispute revolved around $38. I received another call this morning from [redacted] (yet another adjuster) who basically told me that I could take the car to whomever I pleased but I would have to pay out of my own pocket for any repair overages. My son is away at college - about two hours away, and I am having to take care of this. Now, he has to take time away from classes AGAIN to take the car to another shop for another estimate because this lousy company won't pay an additional $38 after already cutting down the original estimate. None of this is due to the fault of my son. 21st Century's insured admitted to hitting the gas when she thought she was hitting the brake. Is this how this company usually operates? Are we not being inconvenienced enough? In all of this time, I have had to deal with [redacted] and someone named [redacted]. All for one claim. Not to mention how impossible it is to get anyone to return my call. And when I do speak with them, they are rude and don't care what has to be done on my end. I am also worried about the fact that they are now telling me that there is a authorized repair shop that I should go to. Why can't I take it where I chose? I did not cause this accident?Desired Settlement: This complaint is for claim [redacted]. I want my car repaired and returned to the condition it was in before their insured hit my son from behind. I should not have to take this car all over Athens GA to find a repair shop that they use in order to get the "correct" labor rates. My next option is to file a complaint with their Presidents Office.

Business

Response:

You express concern that there is a difference between the estimate we completed on therepairs to your vehicle, and the estimate provided by the shop of your choice. Our reviewfound there is a difference on approved labor rates and paint and material calculations.According to our records, you were given the option of taking your vehicle to one of our Circleof Dependability shops to secure an estimate and/or have the vehicle repaired for approvedrates. Our file reflects you agreed to secure an estimate from Patton Brothers for the repairs toyour vehicle.You have the option to have the vehicle repaired at the shop of your choice. We will payreasonable rates for your area for labor and materials. If the shop that you have chosencharges above those rates, you can still have your vehicle repaired there. However, any amountover the amount we have agreed to pay will be your responsibility. We will attempt to workout any pricing differences with the shop of your choice in an effort to alleviate any out of pocket expenses for you.We regret if you feel your communications with our claims professionals have been untimelyand/or unprofessional. We always strive to provide all of our customer with quality service.If you have additional questions regarding your claim, we encourage you to reach out to ClaimsSupervisor P[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: I called my insurance company(21st century) and asked them for a quote if I added my granddaughter to my auto insurance policy. They asked if she was living with me and I said yes. Then they said I would have to add her cause its the law that anyone living in your household with a license has to be added to the policy. I then told them that she doesn't live with me and they said sorry but they recorded me stating she did. I told them she lived in [redacted] with her boyfriend and his parents on [redacted] and not here with me and never has lived here. They said I could have her removed if I sent or faxed 3 documents with a different address on it. I then faxed over a pay stub, a copy of her legal state of Maine ID and a correspondence letter with her reinstatement license with a different address on it. They then stated that those were not sufficient documents. I got so confused as of what they wanted so I told them I want to cancel my insurance and they are billing me a prorate charge. I told them it's unfair cause I'm paid up until the 4th of May. They said they are sorry, but they can't credit me. I then spoke to a supervisor and then she said I would need proof where she actually lives. I told them she doesn't get her mail there, she gets it at her Mom's and Grandfather's house. So they said well we're sorry but in order to have the prorate charge removed along with her I will need proof. I think they are being really difficult and unfair!Desired Settlement: They shouldn't charge me a prorated fee for someone who doesn't live here, they don't even have her name or her license number so how can they add her and set a prorated charge ? First they said there wouldn't be a fee then they said it would be $62, then $37 , they aren't happy with the fact I cancelled, as of the 27th of April I will be insured with [redacted] Ins. They will be sending them the info by the 27th of this month.

Business

Response:

To Whom It May Concern:Thank you for notifying 21st Century of the concerns presented to the Revdex.com on April 20, 2015. Weappreciate the opportunity to respond to this inquiry.As an insurer, it is always our intention to provide excellent service to our policyholders, and we regret the difficulties thatthis customer experienced. According to our records, we were advised by the customer on April 14, 2015, that her granddaughter was a licensed driver in her household. As such, the addition of the customer’s granddaughter to her policy was processed in accordance with company guidelines, which require all licensed and uninsured household residents to be included as rated drivers. However, weacknowledge that our communication surrounding the proof of residency documentation needed to reverse this transaction was incomplete. We have removed the customer’s granddaughter from her policy as requested. The resulting credit of $45.90 will be released as a refund to the customer within the next five business days. We thank you for your time and attention to this matter. We apologize for any inconvenience this matter has caused. If we can be of anyfurther 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: I have one of the most minor claims there is to have as a rock hit my windshield and cracked it causing it to spread. The windshield will need replacing which obvious. I filed a claim the date I noticed the damage 6/26/15. Thinking this was going to be am easy fix but unfortunately this has been the most difficult process. I have been doing all of the leg work on the claim and nothing is being resolved. My vehicle is a Certified Pre-owned vehicle and has a manufacturer warranty. I was informed by the manufacturer that if non OEM glass was used to replace the windshield it would void the warranty. Well I got an estimate from the dealer and faxed it over to 21st Century as I was advised my a customer service claims rep. I called back to make sure the estimate was received for reviewing and was told it takes 24-38 hours for faxed documents to be received. Called back a day later was told I needed to have the shop call 21st Century to discuss pricing. Well, in my mind if I already went out of my way to fax the estimate shouldn't someone from 21st Century be reaching out to the shop?!? Why am I having to do all of the leg work. This continued on for days. I was told there may be an issue with getting the OEM approved. In this case I can't understand why as this is required to keep my vehicle warranty. Well after all of the hassle I said go ahead and let Safelight repair it as long as they produce the OEM glass. To date nothing has been done to vehicle. I'm still riding around with the cracked windshield that the sun is causing to spread further. No one has contacted me from 21st Century since I set the claim up which is far from sad. I have made every single call. I was told there is a policy provision that allows for OEM parts then I was told it doesn't apply to me or my vehicle. I just want my windshield repaired.Desired Settlement: It's funny how when it's time for me to make my payment i'm on time but when I have a minor claim, I can't get any assistance! I am totally rethinking of having my policy with this company because of the poor handling of this claim.I want my windshield repaired ASAP and I want the OEM glass this is required to keep my warranty and I feel my deductible should be waived or reduced for the amount of time and effort I have had to put into a GLASS only claim and not having receiving one call from the insurance company or at least go ahead and issue the payment to me less my deductible for what you informed me that my policy will cover which is $1039.44 If this isn't resolved soon I will be taking further action.

Business

Response:

Thank you for your letter received on July 23, 2014, regarding the above referenced claim with our company. In her inquiry, Ms. [redacted] noted concerns with our handling of her claim. We appreciate the opportunity to review the matter and respond.Our review confirms the claim was filed reporting damages to Ms. [redacted]'s windshield. Review of the claim confirms we have created an estimate for damages totaling $1,074.24 and have issued a $574.24 settlement under the claim after the $500.00 policy deductible was subttacted. Please note our estimate is for non-OEM parts as Ms. [redacted]'s policy does not provide coverage for OEM parts. Furthermore, Ms. [redacted]'s warranty is protected under the Magnuson-Moss Warranty Act.While we cannot waive or reduce the policy deductible under the claim, we are pleased to confirm payment has been issued under the claim. If Ms. [redacted] has any additional questions regarding this claim, she can contact Claims representative [redacted] Claims Manager [redacted] Should you have any additional questions about this response, you may contact me at my direct line of [redacted]

Review: The last week of August my roommate and I sent out two checks totaling 150 dollars to 21st century insurance for our September bill. The due date for the bill came and went and we believed that everything was status quo, we couldn't have been more wrong. Two days ago (September 11, 2013, two weeks after the bill was due) we received a call informing us that the payment had never been made and that we had until the 25th to make a payment of 301 dollars or the policy would be cancelled. Not wanting to send out more checks that the company might not get I went ahead and paid the bill upfront. Well the very next day 21st magically found the checks my roommate and I sent and cashed them. When the company was called they made it very clear that they did not control the mail and were not going to refund any of the ill gotten money; what was even worse is as they continued to explain they very explicitly blamed us for the mail not arriving on time, insinuating that we did somehow have control over the mail. It was a fiasco and I am extremely unhappy with this company and shady business practices.Desired Settlement: I want either the 301 dollars (plus the 2.75 service fee) or the 150 dollars refunded and I want a formal apology from the company for having the nerve to treat their consumers like this. It is everyone's job to make this world a civilized place and companies that act like this are not doing that one bit.

Business

Response:

I received complaint [redacted] I originally did not have the policy number to assist the former insured. I contacted the former insured and secured her former policy number. I apologized that our service staff did not recognize that they could have refunded the former insured's over payment.

Our company is committed to exceeding the customers expectations and we failed. I explained to the former insured her refund was mailed today in the amount of $316.39. We are sorry we lost her business.

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.

21 Century Insurance is bad news. I was with 21 Century for four years on my auto. I moved from Northern MI to South Michigan. Rate went from $135 to $180 on a 2008 Jeep Compass. No tickets, no DUI. I went to Hartford insurance for 1/2 price & same coverage. 21 Century imposed a $68.57 penalty for leaving them. My last month insurance was paid in full. Anyways, if I did not pay, I would be turned over to collections and suffer a bad credit report.

A few years ago on auto pay 21 Century charged three months insurance for one month. I had to remove auto pay and paid a $2.50 penalty every month.

Review: I am 76. Moved to Ohio in 2011 when I sold my House at [redacted] I have never had 21 Century Car Insurance. Just recently I discovered 21st Century has been accessing my account here in Ohio for auto insurance. I do not have insurance with the company.As of this date they have taken out a sum of $2800 from my bank here in Ohio. They have been called by the one who was insured with them. The one insured with 21stCentury is my son who had no access to my account. He had remained in Florida for about a year after I left in 2011. He returned to Ohio in 2012, had cancelled his insurance since Florida insurance does not cover Ohio. I had no idea they had accessed my account and on Monday, Feb. 23, I stopped at First National in Dennison and signed papers for stoppage. Numerous call to 21st Century seems to fall on deaf ears. I definitely need help on getting a refund of monies taken from my account. I sincerely need your help. I must be reimbursed and definitely need your help. My income is $1568 A month.Thank You, [redacted]Desired Settlement: I need reimbursed the amount taken from my checking account.

Business

Response:

The account information in question was provided to us by the complainant's son who did not identify the mother as the sole account holder. To review the request for reimbursement, we ask for a bank statement reflecting said charges, and the complainant as the sole account holder. We also request a copy of the filed police report pursuing charges against the policyholder for fraudulently accessing her account. This information may be faxed to [redacted] Thank you.

Consumer

Response:

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

Regards,

Consumer

Response:

Review: I had signed up for 21st Century Insurance online. I had selected to do an auto pay from my visa debit card, to save money. My debit card is a prepaid debit card. No where on the website does it state that you can not use a prepaid card for auto pay. The website allowed me to still do it. My bill was due on 12/30/2014. I figured with auto pay it was taken care of. On 1/13/15 I had received an email stating my insurance was about to cancel. When I called in to ask why. Two different reps told me that I could not be on auto pay with my card. But yet they still wanted to charge me a return check fee of $25.00 and a late fee of $15.00. A "supervisor" claimed there was nothing they could do it about it and that it was my fault for using a prepaid debit card. I also had to pay an additional $90 17 days before my actual billing date.Desired Settlement: Refund of $40

Business

Response:

We apologize for the Insured's experience. We do not recommend that our insured's use pre-paid debit cards on recurring payment plans. We don't recommend their use because pre-paid cards are often disposed of when the balance is depleted and this it makes it challenging to issue refunds. Our attempt to collect the Insured's installment was declined by the card issuer. The declination was not related to our internal procedures. We understand the Insured's frustration over the fees she was assessed. However, her 12/30/14 payment was reversed, which placed the policy into a cancellation billing. Our fees are outlined under an endorsement that was mailed to the insured in the beginning of December. As such, the fees are deemed valid and unfortunately, will not be waived.

Sent on: 1/23/2015 10:15:51 AM

Review: Inferior service by Farmers Insurance who claim no information was submitted or received when multiple submissions were made.

Received a call from main Farmers Insurance Claim department stating that there is no Insured and no body under that name at the location. Farmers said that there was a "fraudulent" case when in fact it is a legit case and with real people. Farmers said they they have no way of filing a claim, when they do. Farmers found every way they can get out of taking a claim against their company. They lied. They blamed the "false insurer" rather than take responsibility. There is no false insurer. Farmers is not a trustworthy company. Farmers does not have good business practices.Desired Settlement: Remedy of the situation. Notice of the insurer and their insurance. Notice of claim submitted and follow through complete with the claim.

Business

Response:

October 27, 2014 Revdex.com 60 Reads Way New Castle, DE 19720 SENT VIA FAX: (302) 221-5265 RE: Revdex.com Case Number:[redacted] Complainant: [redacted] Claim Number: [redacted] Date of Loss: 10/17/2014 Thank you for your correspondence posted on October 18, 2014, in which [redacted] has expressed concern that she has been unable to file a claim with our company for the damage to her vehicle. We are pleased to report this matter has been resolved and we appreciate the opportunity to respond. Our records show insured [redacted] contacted our Claims Contact Center on October 18, 2014, reporting he had rear-ended another vehicle. He had [redacted]’s name and insurance policy number with USAA but no contact information for [redacted]. The claim office contacted USAA advising our company had accepted liability for the accident and confirmed [redacted] had reported no injuries. However, USAA was unsure if [redacted] planned to have them handle her repairs or if she wanted to go through our company. The claims office had no contact information for [redacted] until this complaint was received which contained her email address and mailing address. Our office conveyed the claim number and adjuster’s information to [redacted] via email, and she subsequently contacted the claims office. She has now had her vehicle inspected. A check for her vehicle repairs was issued to her on October 23, 2014. We apologize for the miscommunication relating to [redacted]’s attempt to file a claim for her damages. We trust the claim has now been resolved to her satisfaction. However, should [redacted] have any questions about the initial handling of her claim, we would encourage her to contact Claims Manager [redacted] directly at [redacted]. 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 at [redacted]. Sincerely, MID-CENTURY INSURANCE COMPANY [redacted], GCA Senior Consultant – Claims Customer Relations

Sent on: 11/4/2014 2:52:51 PM

Review: On 8/22/2014 I reported damages to my 2000 Pontiac Bonneville to 21st. Century. I reported damages to the rag top and the sunroof of my car. The rain storm was so severe that we had floods and tree branches that fell during that night into Friday morning 8/22/2014. I reported the claim the same day and I wasn't able to take the vehicle in because I had to have an appointment with the preferred provider they referred me to in the area and I had to go to work. The rain came through the roof also which caused damages to the interior of the vehicle. I couldn't take the vehicle that following Monday because I went out of town for the week of Aug.24-Aug. 31, 2014. On Tuesday morning 9/2/2014 I took the vehicle to [redacted] called me on the same day at 1:26pm. and again at 1:29pm. I dropped the car off at 8:00am that morning. The company told me that the adjuster [redacted] disapproved my claim because he states " The diagnose of the roof was told to me by [redacted] that the outsourced company they used to estimate the rag top and sunroof was prior damages and mechanism track assembly on the sunroof was normal wear and tear It wasn't from tree branches falling on the vehicle." I picked up my vehicle on Wednesday 9/3/2014 and the story was different. The adjuster at [redacted] Chi Chicago South stated that " The outsourced company Lous's Auto 2641 w. 71 st. 773- 471- 2666 invoice states "Diagnose sunroof INOP. symptoms: Sunroof is INOP vehicle needs sunroof mechanism (track assembly). Broken on drivers side. [redacted] charged me $65.00 for the diagnoistic test and I returned the rental. [redacted] stated that " [redacted] disapproved my claim from looking at 7 pictures that was emailed to him on Tuesday 9/2/2014. The same day I took the vehicle in for repairs. No one from 21st. Century ins. called or emailed me any explaination about my vehicle. I was denied services because, my husband has a pending lawsuit against 21st. because someone hit my 2010 Nissan [redacted] previously and more recent in April of 2014 my Nissan [redacted] was hit in front of my home over night and 21st. Century denied some of the repairs and Gerber Collision; another one of their authorized users, didn't do a good job with the repairs and 21st. Century denied some of the claims and stated that again " the damages was from wear and tear." How can that be and I was home sleep and my truck was on my front lawn? Now the rain has destroyed the rag top on my 2000 Pontiac and the sunroof is inoperative. My sunroof and rag top was fine until the storm occurred. I being denied repairs due to my husband's lawsuit. I have faithfully paid my insurance and can't receive services. I was with AIG and 21st. Century bought them out. I have been with the company for over 10 years faithfully and I was never treated this way until my husband was injured due to the lawsuit.Desired Settlement: I need to have my vehicle repaired as soon as possible. I have been a paying customer for well over 10 years and I pay for insurance to protect me and my vehicle for situations like this. Your prompt attention will be greatly appreciated.

Business

Response:

[redacted] reported a weather-related loss to us on August 22, 2014, and claim number [redacted] was established. Our claims department inspected [redacted]’s 2000 Pontiac Bonneville and determined the roof’s fabric covering was damaged by wind. It was also determined the headliner and upholstery on the sunroof was damaged by rain. These damages are covered under [redacted]’s policy. However, it was determined the inoperability of the sunroof was not related to the loss but was the result of mechanical breakdown or failure. In a letter to [redacted] dated September 9, 2014, Office Coordinator [redacted] respectfully declined payment of the sunroof as the damage was due to mechanical breakdown or failure which is specifically excluded under the policy. Currently, [redacted]’s vehicle is scheduled to undergo repairs at Abra Chicago South, one of our direct repair facilities. We regret any frustration [redacted] has experienced during our handling of her claim. However, we believe the loss-related damages to her vehicle have been properly identified. We respectfully disagree with [redacted]’s allegation that the sunroof damage was denied due to any pending lawsuit her husband has with our company. Should [redacted] have any questions regarding her claim, she may speak with [redacted]

Sent on: 9/9/2014 4:27:31 PM

Consumer

Response:

Review: I have been a client of 21st Century Insurance for over twenty years. I am paying over $1,000 per year for my auto insurance with them.

I recently had an accident where I hit a fire hydrant pipe which was coming out of the lawn near my driveway. The repairs for my car cost

under $2,500. After all the years of payment I have made with no accidents, due to this one "at fault" accident, 21st Century has decided

not to renew my insurance with them.

Yes, it is their legal right. It is also unethical and very unexpected behavior after so many years as a loyal customer.Desired Settlement: To reinstate my policy and for the information of the Revdex.com, to know what to expect from this company.

Business

Response:

Dear Customer,

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

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

Best Regards,

Representative

Consumer

Response:

Review: I paid 340.00online on 8/09/2013 for auto insurance. It has not even been a month and they are saying I owe them 197.00 on 8/28/2013. They are stating because they took a payment and it was returned. I know that because I lost that debit card and I had gotten a new one. I went online that same day it was due and paid the 340.00 on the 9th with my debit card. Now they are saying because it went into a cancellation mode. is why I owe it now. Omg this is so stupid I am laid off and my hushband is the only one working and they will not work with me or fix this so as of now I have no freaking auto insurance.

I called and spoke to 4 different people and got the same answer. So I basically paid 340.00 for the fun of it because it didn't cover me one month. My hushband has to work and my daughter needs to drive to college. So this has stopped all driving.Desired Settlement: I want my insurance re-instated and back to 197 a month not that 340 payment. or I want a refund of my 340.00 because I was not covered for 30days last time I counted the 9 thru 28th doesn't add to 30 days

Business

Response:

Dear Sir/Madam,

We reviewed our files and found that [redacted] policy is canceled as of August 28, 2013. As an accommodation, we have agreed to reinstate her policy without a lapse if she pays $314.86 on September 1, 2013. She was advised of this on August 27th by voicemail and by Customer Service on August 28th.

I reviewed our file and found that she made multiple changes to the policy on the internet which caused her premium to increase from the originally quoted price of $1,102.31. The term premium prior to cancellation was $1,505.72. We received two payments from [redacted] in the amounts of $220.46 and $340.68. If she pays the agreed amount of $314.86 on September 1, 2013 and her policy is reinstated, she will have a payment of $314.86 due on October 1st and November 1st.

Her payments cannot be reduced to $197 based on the term premium and we cannot refund any monies as she has an outstanding balance of $262.76.

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

Consumer

Response:

Review: I did not have an at fault wreck while I was insured with this company. Another person on our policy did, and they report an at fault wreck under my driver's license number. I called and asked them to correct and they refused, all they will give me is a piece of paper saying, I was not the negligent driver. It's really frustrating every time I get insurance to keep dealing with this. I have called the State of Tennessee and requested them to fix it, they do NOT report it under my driver's license number.

I want this removed that I was an fault driver. I am not sure why it's reporting under my driver's license. Why is this not reporting under the responsible party.

I need this negative information removed.Desired Settlement: Remove the at fault wreck I WAS NOT responsible for off whatever system insurance agencies use.

Business

Response:

To Whom It May Concern: Thank you for notifying 21st Century of the concernspresented to the Revdex.com. We appreciate the opportunity torespond to this inquiry.It is always our intention to provide excellent service to ourpolicyholders, and we regret the difficulties that this customer experienced. Ourrecords reflect that this customer was not the vehicle operator during thereported loss. We acknowledge the vehicle operator’s name was omitted from the losshistory report utilized by many insurance carriers. We have requested that thevendor update their files to include the name of the vehicle operator involvedin this loss to remedy this matter. We have also contacted the customerregarding the resolution of their concerns.We thank you for your time and attention, and we apologizefor any inconvenience this matter has caused. If we can be of any furtherassistance, 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. I will re-port this at the end of August if it's not fixed properly after the fact. Someone is supposed to call me and confirm that the update has been fully processed and completed. I have yet to hear back from them as of now.

Review: Century 21 called and.offered me auto insurance I had progressive so I gave the agent my card information to take the payment out on feb 19th o 2015 the system didnt.proces the payment noone informed me that the payment was not processed so I had a car acxident on march 1 st of 2015 called and did a claim noone at that didnt let me know anytjing about the changes in the policy so when I called the.claim adj the next day he told me his computer was done he would call me back so when he.did call me back he informed me.that the payment was not.collected and they are not honoring the claim so I called nack.amd.spoke with camile she told me to fax..over my bank statement to show I had funds in the bank I did that and they still will mot jonor the.aimDesired Settlement: to pay for the claim

Business

Response:

Thank you for your letter .received on March 9, 2014, .regarding the above referenced claim with our company. In her inquiry, Ms. [redacted] noted concerns with oru: handling of het claim. with out company. We apptecia.te the opportunity to review the niattei: and tespond.Out review confinns the clalln was filed .reporting Ms. [redacted] ha.d been involved inan accident. A coverage investigation wa.s completed as the policy was listed as out of force fox the date of loss. Our claims depai:tment reviewed infonnation supplied by Ms. [redacted] with underwriting and con.finned the payment made by Ms. [redacted] was .rejected by het bank. As the p.temium paytnen.t was never made fotthe policy, our review confirms no coverage could be afforded to Ms. [redacted] undex this claim.We .regret we tte unable to provide a more favomble response to Ms. [redacted]>s inquiry, however, our review confinns the claim was handled approp:r.iatel.y. If Ms. [redacted] has any additional questions regarding this claim, she can contact Clailns Supel.'Visor [redacted] or Claims Manager [redacted] at [redacted].Should you have any additional questions about this response, you may contact me at my direct line of [redacted] or by e-mail at [redacted]

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

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