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21st Century Insurance Reviews (442)

We apologize for any frustration Mr [redacted] has experienced in his attempts to reach our claims department Claims Supervisor Devyn Salmon spoke with Mr [redacted] on September 1, 2016, and discussed the denial of his claim Should Mr [redacted] have any additional questions concerning his claim, he may speak with either Ms [redacted] or Claims Manager [redacted] at [redacted] Claims Representative [redacted] was assigned to complete a liability investigation She spoke with [redacted] , policyholder [redacted] and witness [redacted] regarding the accident Mr [redacted] and Ms [redacted] provided differing versions of the accident Mr [redacted] advised he was waiting to make a left turn into his driveway, with his left turn signal activated, as Mr [redacted] was walking across the driveway When Mr [redacted] began his left turn, he stated Ms [redacted] , who was behind him, attempted to pass him on the left side and struck his vehicle on the left front Ms [redacted] advised Mr [redacted] ’s vehicle was parked along the right curb and suddenly pulled out and struck her vehicle on the right front as she passed by Mr [redacted] ’s vehicle She also stated she did not observe Mr [redacted] ’s left turn signal Mr [redacted] advised he noticed Mr [redacted] ’s left turn signal was activated when Ms [redacted] passed his vehicle on the left side Ms [redacted] advised us that she believed Mr [redacted] and Mr [redacted] knew each other before the accident as Mr [redacted] told her that Mr [redacted] and he were neighbors Based on Mr [redacted] ’s and Mr [redacted] ’ addresses, our claims department confirmed Mr [redacted] and Mr [redacted] live in close proximity Given the above information, along with the content of the text messages between Mr [redacted] and Mr [redacted] , our claims department determined Mr [redacted] would not be considered an independent witness Ms [redacted] also reviewed photographs taken at the scene immediately after the accident The photographs depict Mr [redacted] ’s vehicle, tire marks and the debris field close to the right side of the street Ms [redacted] completed her investigation and determined the evidence failed to clearly support Ms [redacted] was at fault in the accident In a letter to Mr [redacted] dated August 23, 2016, Ms [redacted] advised the investigation revealed he breached his duty to make a left turn as close to the left edge of the lane, causing the accident As such, Ms [redacted] respectfully denied Mr [redacted] ’s claim Regrettably, we are unable to provide a more favorable response to Mr [redacted] ’s inquiry as we believe a thorough investigation was conducted and the decision to deny his claim was supported by the information and documentation contained in the claim file Sincerely, 21ST CENTURY INSURANCE COMPANY [redacted] [redacted] [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.This response is totally false My son was born in 95, he would have been in We asked for a quote just to add him for weeks in the winter break and then remove himAt no point in the Call Center discussions was a Waiver process ever told to us, they said he had to be included full time from then on; but it was in later email correspondence that a waiver was offered, and the full process was only explained by the VP after we had cancelled, as no-one there even knew it I have attached the correspondence so they cannot generate more fictitious responses.They should not be charging me for ***, and I was forced to cancel due to their incompetenceThanks [redacted] From: [redacted] < [redacted] j [redacted] @comcast.net>Sent: Tuesday, February 03, 9:AMTo: ' [redacted] 'Subject: FW: 21st Century Auto Policy # 87121254Hi Mr [redacted] I hope this email makes it to youI was a good Customer of years until the last month or so.I can’t believe the sharp business practices, to me unethical, and appalling customer service that has occurred withyour company in such a short period of time.I sincerely hope you will look into this, and review customer issues with your company, as unknown unilateral unagreedpremium hikes seem to be your number complaintAnd the intransigence of your staff seem parallelwith the [redacted] of the past crisis.I trust you will take action, and I will try also to complain in Farmers your parent body.Sincerely [redacted] From: [redacted] [mailto: [redacted] ]Sent: Tuesday, February 03, 8:AMTo: [redacted] j [redacted] @comcast.netCc: ' [redacted] Subject: RE: 21st Century Auto Policy # 87121254Mr [redacted] ,I have reviewed your policy and the credit balance is correctBoth the addition of your son and thecancellation fee were valid.Please know that all insurance companies do not have the same guidelinesOur guidelines require thatyour son either be listed or excluded from your policyThe waivers available for students away at collegedoes not allow you to add and remove the driver at willWhile I regret losing your business, I am pleasedthat you have found coverage that suits your needs.Pending the outcome of your dispute you have filed with your credit card company, we have suspendedthe refund of $that was scheduled to be placed on the card.We sincerely wish you well with your new provider.Thanks, [redacted] Special Services21st Century InsuranceBeaver Valley Road Wilmington Delaware 19803t f 302.252.2465Email: [redacted] From: " [redacted] " < [redacted] j [redacted] @comcast.net>To: "' [redacted] '" < [redacted] >,Cc: "' [redacted] ***We called your Call Center on occasions, no one mentioned waivers were available (and remember the Lady Ispoke to could barely speak English) until Mr [redacted] did, then he did not mention you could move on or off, it wasfor term, same with Ms [redacted] .We changed companies so we could move our son on an off our policy as we desired, which is a very normalactivity with all in the community here; and YOUR APPALING CUSTOMER SERVICE.The Farmers agent here, has never heard that you must include everyone in the household, he had no issuessetting it up for us very quickly, and will easily move our sons off and on policies for short periods as we need.I have disputed the refund with American express; send me into collections and I’ll file a small claims court caseand summons against you, for you to defend locally in person.And I have filed a complaint against all of you with the California Insurance Commissioner.Next will be the Revdex.com, and ABCon your side, later this week when I get a little free time.I would like all of this forwarding to the CEO and Marketing VP of Century and Farmers, who own you,pleaseAlso please let me know what corrective actions you have taken to prevent this happening again.Thank youAnd I sure we will be dealing with this a lot more as all these other actions are taken and workedthroughIt is not the money for me now it is principle – though if you give me my proper credits and compensationI will cease and desist.Best wishes [redacted] From: [redacted] [mailto: [redacted] ]Sent: Monday, February 02, 1:PMTo: [redacted] j [redacted] @comcast.netCc: '***, [redacted] Mr [redacted] ,I agree that it would have been helpful to advise you of the availability of the waivers; however, it is myunderstanding that in your interactions with the [redacted] agents, your focus, which is evidenced bythe emails you provided below, was to remove your son from your policy or undoing the transaction inwhich he was addedHad you entertained the exclusion and allowed us to send the form to you, youwould have seen that the information regarding the temporary waiver was clearly spelled out on thedocument.While I cannot remove the cancellation fee or [redacted] from your former policy, I can give you credit for theGood Student Discount if you provide a current grade report for him and he qualifiesThis will slightlyreduce the earned premium amount for the period in which he was listed on your policy.Lastly, please advise if it is your intention to dispute your payment of $on December 5, It is ourcontention that the payment is valid, but if you choose to dispute the charge and it is by chance chargedoff by your credit card company, your account will be sent to collections for any unpaid earned premiumamounts and uncollected fees.Thank you[redacted] Special Services21st Century InsuranceBeaver Valley Road Wilmington Delaware [redacted] Email: [redacted] From: " [redacted] " < [redacted] j [redacted] @comcast.net>To: "' [redacted] '" < [redacted] >,Cc: "'***, [redacted] ***Please be prepared to spend much more time on thisYou might be “Century 21st “ contractually correct on this,but you are not morally right or customer focused and your Customer Service appalling – which you agreed wasthe case below.But you cant impose changes without a Customers understanding or agreement – and when in fact none of yourstaff even new the workings of your policy – if they had none of this would have arisen in the first place, as wewould have used the waivers.Quoting your email and my response below to prove this:________________“I would like to clarify our guidelineWhile we do require your son to be listed or excluded from your policyas he is a member of your household, we do offer an accommodation for students away at collegeThedriver must be excluded and you can request up to four waivers per year for periods when they comehome from school which will allow them to driveI apologize if this information was not communicated toyou.”________________“Thank you Ms [redacted] It is interesting that the information about the waivers has never been mentioned to us by anyone else, you wouldhave thought it would have been the first thing, and you would have had a fact single sheet to brief yourCustomers.”________________We’ll be speaking again, with several organisations, I am starting with American Express todayAnd will file othersthis week.Thanks [redacted] From: [redacted] [mailto: [redacted] ]Sent: Monday, February 02, 7:AMTo: [redacted] j [redacted] @comcast.netCc: '***, [redacted] Mr [redacted] ,I reviewed our file and your credit balance of $is correct and will be credited to your credit cardaccount.As I previously stated, your son, as a member of your household is required to either be listed on orexcluded from your policyA student away at school is still considered a member of your householdWedo not need your authorization to add a driver to your policy under this circumstanceAs such, your sonwas properly added to your policy and any premium charge due to his addition is valid.Please know that you had the option to exclude you son and take advantage of the waivers available forexcluded studentsYou chose to cancel your policy and as such, the cancellation fee is valid.We sincerely regret losing your business and wish you well with your new insuring relationship.Sincerely, [redacted] Special Services21st Century InsuranceBeaver Valley Road Wilmington Delaware [redacted] Email: [redacted] From: " [redacted] " < [redacted] j [redacted] @comcast.net>To: " [redacted] ***Why would you sent this to me, you were assigned to this case and called me to tell me you would do nothing, andyou said you were a manager – but your title is Supervisor a grade below Manager anywhere else.I will also dispute this with American Express shortly, if not successfully resolved.Just another example of Century 21st poor business practices[redacted] From: [redacted] Please remove this email from your distribution this is not a customer inquiry emailFor your conveniencethe you can access your policy via 21st.com or call our customer service department at [redacted] From: " [redacted] " < [redacted] j [redacted] @comcast.net>To: "' [redacted] '" < [redacted] >, " [redacted] ***Please would you sort the cancelation of my policy out with [redacted] and her department, or someone in herdepartment that has authority in Century to make adjustments to refunds:They are trying to charge me the following:Pro-rata fees for our original and only authorized policy of ~$- justifiedPro-rata fees for the addition of [redacted] – never authorized for inclusion the whole reason for this documentedissueCancelation charges of $– when you caused this whole mess (clearly below) – and you should be giving mecompensationThe total of the refund quoted to me on the phone was around $430, when it should be $or more.Please resolve this internally within Farmers, or I will pursue the matter externally, with all or some of thefollowing options:CA Insurance CommissionerRevdex.comABC on your sideA smalls claims court filing for recovery [redacted] – perhaps you would pursue this elsewhere in Farmers, a customer of years being got rid of by totalincompetenceFarmers spends a lot of money trying to attract customers and show how good they are!AllI look forward to a proper refund, quickly.Thank you [redacted] From: [redacted] [mailto: [redacted] j [redacted] @comcast.net]Sent: Wednesday, January 07, 2:PMTo: ' [redacted] 'Cc: '***, [redacted] It is interesting that the information about the waivers has never been mentioned to us by anyone else, you wouldhave thought it would have been the first thing, and you would have had a fact single sheet to brief yourCustomersBut the thought of having to regularly deal with your call center is off-putting, horrific and will notwork for usOnline ability to make these changes would be a significant advantage, but again unrealistic for youwhen the paperless insurance document process hasn’t been working since November, and the website has beenunavailable several times I have tried to access it.Sorry but we’ll leave when our plans are in placeThanks [redacted] From: [redacted] [mailto: [redacted] ]Sent: Wednesday, January 07, 2:PMTo: [redacted] j [redacted] @comcast.netCc: '***, [redacted] We are sorry to have lost your business and do apologize for any misinformation that you were provided.I am dismayed at the service you received when you contacted us regarding this matterOur goal is toprovide a positive experience to every customer and recognize that this commitment was not metWeapologize for any inconvenience this matter caused.I regret that you feel our guidelines are inflexibleI would like to clarify our guidelineWhile we do requireyour son to be listed or excluded from your policy as he is a member of your household, we do offer anaccommodation for students away at collegeThe driver must be excluded and you can request up to fourwaivers per year for periods when they come home from school which will allow them to driveI apologizeif this information was not communicated to you.Again, I am sorry to have lost your business and hope that you may reconsider your decision to go toanother providers.Sincerely, [redacted] Special Services21st Century InsuranceBeaver Valley Road Wilmington Delaware 19803t [redacted] Email: [redacted] From: " [redacted] " < [redacted] j [redacted] @comcast.net>To: "' [redacted] , [redacted] Thank you Ms [redacted] .Unfortunately Ms [redacted] any time for resolution has past nowI will be canceling the policy for one that hasflexibility, has proper Customer Service and meets our needs, including just allowing our son to be added for theshort periods he is at home.I’ll let you know when I have completed the details and the switch over time when set.It is shame though after so many years of business, and your inflexibility and intransigence seem unbelievable.Also [redacted] and I reviewed the performance of your service reps we spoke to on calls and both rated ourexperience as the lowest possible and worst we have had with all the different companies we deal with in the lastyear[redacted] From: [redacted] , C [redacted] Please see the email below from Mr [redacted] regarding the above mentioned policy.Thank you.Regards, [redacted] IMPORTANT NOTICE:The information in this email (and any attachments hereto) is confidential and may be protected by legal privileges and work productimmunitiesIf you are not the intended recipient, you must not use or disseminate the informationReceipt by anyone other than the intendedrecipient is not a waiver of any attorney-client or work product privilegeIf you have received this email in error, please immediately notify meby “Reply” command and permanently delete the original and any copies or printouts thereofAlthough this email and any attachments arebelieved to be free of any virus or other defect that might affect any computer system into which it is received and opened, it is theresponsibility of the recipient to ensure that it is virus free and no responsibility is accepted by American International Group, Incor itssubsidiaries or affiliates either jointly or severally, for any loss or damage arising in any way from its use.Third Party Relationships [redacted] Worldwide and [redacted] Travel Assist have alliance relationships with thirdparty product and services vendorsAs part of many such relationships, [redacted] Worldwide and/or [redacted] TravelAssist are able to refer and/or resell certain products and services and/or may receive compensation from vendorsin the form of fees or other benefits in connection with the marketing, technical, and other assistance provided by [redacted] Worldwide and/or [redacted] Travel AssistMember acknowledges that such relationships may befinancially beneficial to [redacted] Worldwide and/or [redacted] Travel Assist.From: [redacted] [mailto: [redacted] j [redacted] @comcast.net]Sent: Wednesday, January 07, 12:PM [redacted] This has been incredibly badly handed by everyone at you department, including me talking to a lady that didn’tseem to be able to understand English for practical business communicationWe will not be paying you any moremoney, and you no longer have access to our auto-pay, or be completing any forms for youAlso I am not reallyinterested in your policies about households, we are paying for a service clearly defined, and have been with youprobably for nearly years with that same clearly defined service, and don’t need you unilaterally changing ourpolicy and more than doubling the cost without our consent or agreementIt is unethical.I will inform our household broker in your group this morning, and start to get quotes for other insurancecompaniesAnd consider whether to take this further with Insurance overseers, or Customer Advocacy Groups orforums.I will let you know if I decide to cancel, in the meantime we are continuing our insurance as defined prior to thisissue at the old rate which is fully paid through this month period, and I will calculate any refunds based on thatrate, pro-rated on a daily basis should I decide to cancel, although I would anticipate you considering furthercompensation for these unnecessary events well above this to be added.What a horrible experience of incompetence this has been after nearly years of business with you, when weonly asked for a quote for additional serviceUnbelievable.Again, I want to see this copied to your Customer Service VPOr please give me their name and email address and Iwill write[redacted] From: [redacted] , Corrinne [mailto:Corrinne[redacted] @***.com]Sent: Wednesday, January 07, 7:AMTo: ' [redacted] 'Cc: ***, BradleySubject: RE: 21st Century Auto Policy # 87121254Dear Mr [redacted] ,Now that we are aware that your son is a licensed driver in the household we are required to add him asa driver per underwriting requirements and apologize that this was not clearly communicated to your wifeduring her callTo remove ***, a signed Named Driver Exclusion form is requiredIf you wish to proceedwith this option we will submit a request to 21st Century to forward the form to you for signature.This issue has been raised to the Manager of Special Operations within 21st Century and this will also beaddressed with the individual agents concerned.Whilst we do not wish to lose your business, a cancellation request form is attached to this email shouldyou decide to switch to another carrier.Regards,Corrinne [redacted] , CISR***Manager - Member Services [redacted] Travel | [redacted] Property CasualtyAllen Parkway, 14th Floor, Houston, TX 77019Tel +826-7200Tel +888-737-3916corrinne[redacted] @***.com | www.***.com | www.***.com/travel/relocationIMPORTANT NOTICE:The information in this email (and any attachments hereto) is confidential and may be protected by legal privileges and work productimmunitiesIf you are not the intended recipient, you must not use or disseminate the informationReceipt by anyone other than the intendedrecipient is not a waiver of any attorney-client or work product privilegeIf you have received this email in error, please immediately notify meby “Reply” command and permanently delete the original and any copies or printouts thereofAlthough this email and any attachments arebelieved to be free of any virus or other defect that might affect any computer system into which it is received and opened, it is theresponsibility of the recipient to ensure that it is virus free and no responsibility is accepted by American International Group, Incor itssubsidiaries or affiliates either jointly or severally, for any loss or damage arising in any way from its use.Third Party Relationships [redacted] Worldwide and [redacted] Travel Assist have alliance relationships with thirdparty product and services vendorsAs part of many such relationships, [redacted] Worldwide and/or [redacted] TravelAssist are able to refer and/or resell certain products and services and/or may receive compensation from vendorsin the form of fees or other benefits in connection with the marketing, technical, and other assistance provided by [redacted] Worldwide and/or [redacted] Travel AssistMember acknowledges that such relationships may befinancially beneficial to [redacted] Worldwide and/or [redacted] Travel Assist[redacted] We are not including him in our policy at this time and he has not driven our carsAs I have said to Mr [redacted] inanother email, I have cancelled our auto-pay, we never authorized your additional premium and only asked for aquote to be added, and we will not pay for your mistake.If you wish me to source other insurance I will, and yours will be prorated and refunded on a str***ht time basis fortime usedAlso I will remove my house insurance from your group and sell my [redacted] shares.I don’t see how this can all have arisen from a simple quote request, which was never authorized to move forward.Let me know and will start auctioning everything and inform your house insurance broker of your service issuesalso.Also I would like this matter raised to your Customer Service VP.Thank you, and I am really upset we are all having to waste this time, energy and emotion over just a quoterequest[redacted] F [redacted] I apologize for the delay in replying as I have been in meetings until nowAs your son is in thehousehold, although away at school, he does need to be included as a driver on the policy perunderwriting requirementsI apologize that this was not clearly explained to your wife at the time of hercallYour wife was advised of the away at school and good student discounts which can be applied uponreceipt of the transcripts confirming his gradesThe other alternative is to exclude him as a named driveraltogether from the policy, to do this 21st Century will require a signed named driver exclusion formIf youwish to pursue this option we will have the form sent to you for signature.I apologize for the inconvenience that this situation has caused.Regards, [redacted] The information in this email (and any attachments hereto) is confidential and may be protected by legal privileges and work productimmunitiesIf you are not the intended recipient, you must not use or disseminate the informationReceipt by anyone other than the intendedrecipient is not a waiver of any attorney-client or work product privilegeIf you have received this email in error, please immediately notify meby “Reply” command and permanently delete the original and any copies or printouts thereofAlthough this email and any attachments arebelieved to be free of any virus or other defect that might affect any computer system into which it is received and opened, it is theresponsibility of the recipient to ensure that it is virus free and no responsibility is accepted by American International Group, Incor itssubsidiaries or affiliates either jointly or severally, for any loss or damage arising in any way from its use.Third Party Relationships [redacted] Worldwide and [redacted] Travel Assist have alliance relationships with thirdparty product and services vendorsAs part of many such relationships, [redacted] Worldwide and/or [redacted] TravelAssist are able to refer and/or resell certain products and services and/or may receive compensation from vendorsin the form of fees or other benefits in connection with the marketing, technical, and other assistance provided by [redacted] Worldwide and/or [redacted] Travel AssistMember acknowledges that such relationships may befinancially beneficial to [redacted] Worldwide and/or [redacted] Travel Assist.F [redacted] All we ever asked for was a quote for [redacted] to be added, we did not authorize you to add him.He is to be removed and the policy to be set as it was prior to this enquiryI should have had no need to call you,and do not wish tooPut the policy back to what it was.I am not really interested in your reviewIf you wish me to pursue this further I will - by trying other insurancecompanies and getting quotes to move my business elsewhere.Immediately please confirm our policy is back to what it was previously, prior to the request for a quote for [redacted] tobe considered.Please respond immediatelyThank you [redacted] [redacted] Thank you for your telephone call received on 01/05/2015Your business is very important to us and we believe that is important that we address your concerns.Our understanding of the concerns you raised are as that your son [redacted] was added to your policy withoutyour authorization.We will carry out a thorough assessment of your concerns, this will include a review the call from yourwife on 01/02/with our agent, you will appreciate it will take a short period of time for us to gather andreview all the relevant informationPlease be assured that we will provide a response or an update assoon as we can although no later than the end of today.If in the meantime you wish to discuss anything further, please feel free to contact us directly at thenumber listed below.Thank you for taking the time to bring this matter to our attention.Sincerely, [redacted] [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

We are looking into this, and will respond as soon as possible.Tell us why here

We are in receipt of your recent inquiry to the Revdex.comWe appreciate the opportunity to review this matter and respondWe are pleased to advise you that after being able to confirm that the charges against you were dropped, we have changed our coding of this accident from at-fault to not at-faultThis change will be reported to the appropriate loss reporting agencies We apologize for any inconvenience this may have caused you; however, it was necessary for us to be able to confirm you were not being legally held responsible for this accident before changing the codingPrevious attempts to secure this information from you had been unsuccessful If you have further questions regarding this matter, we encourage you to contact Claims Supervisor [redacted] or Claims Manager [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below There was no prior contact of my address changingMy address has been the same for the last eight yearsI feel the customer service representative made a mistake when I added my new car causing this problem to escalade into the matter it hasThey did this before and lucky I caught it before the matter became an issueAnother issue I mentioned was when I called Century 21t insurance regarding an accident that involved me hitting a dogThe representative told me I had to file the claim through my insurance which is and very inaccurateI was misinformed when in fact I should have filed the claim through the dog's owner's insuranceThe cost of obtaining information from my insurance company caused me to pay a deductible of $(in which I should not have paid) and hurt my driving recordI feel they should be held reliable for their actions the same as I would if I represent information Regards,

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

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, 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 $You did not remit the payment, so the policy canceled February 18, We refunded $on December 22, 2015, the account balance is zero

To Whom It May Concern: Thank you for notifying 21st Century of the concernspresented to the Revdex.comWe 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 experiencedOurrecords reflect that this customer was not the vehicle operator during thereported lossWe acknowledge the vehicle operator’s name was omitted from the losshistory report utilized by many insurance carriersWe have requested that thevendor update their files to include the name of the vehicle operator involvedin this loss to remedy this matterWe 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 causedIf we can be of any furtherassistance, please contact us

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-vehicleaccidentIt was subsequently inspected and determined to be a total lossOn January 27, 2014, payment of$12,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 systemOw: 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 errorWe apologize for this oversight We have since updatedour claims system, which now indicates [redacted] was the driverAlthough 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 recordsHowever, 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 balanceMr [redacted] has been advised of this adjustment and our correction of the claim recordThis 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]

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

Thank you for allowing us to respond to [redacted] concerns We correctly canceled his policy effective June 18, The balance of $on the account is in part a result of a $refund check that was inadvertently sent to [redacted] on October 26, when a customer wrote [redacted] policy number on his payment in errorThe refund was cashed by [redacted] on November 5, When the other customer discovered his error in January of 2013, we debited [redacted] account for the unearned refund on January 11, This was explained to [redacted] on May 24, The remaining $is the earned premium charge for coverage from June 13, to June 18, [redacted] can either contact 21st Century Insurance to pay his balance or make payment through our collection agency Please feel free to contact me with any additional questions or concerns

size=2> 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 that this customer's renewal premiums were impacted by statewide rate changes that were filed with the state that he resides in. As an insurer, we strive to keep premiums as competitive as possible while providing our policyholders with protection that they deserve should a loss occur. As costs associated with claims continue to climb, it is necessary that we adjust our rating information to guarantee our ability to respond to claims. We have validated that the premiums charged by our company was correct based upon the coverages chosen and the rates in effect. While renewal premiums reflect necessary rating adjustments, we will do everything that we can to provide our policyholders with the lowest possible insurance. We have contacted this customer directly to review his policy for possible savings and provided a satisfactory resolution to his concerns. 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.

We are in receipt of Alfred Hudson’s inquiry regarding an auto damage claim for his GMC Denali Claims Representative [redacted] inspected [redacted] vehicle and noted damage to the front end of the vehicle [redacted] reviewed the estimate with [redacted] and explained the estimate did not include blending the hood and right fender with the right door because the accepted industry repair does not warrant a blending into those undamaged panels on the vehicle based upon the limited amount of sheet metal that make contact at that locationWe acknowledge [redacted] ’s concerns with the repairs to his vehicleClaims Supervisor [redacted] re-inspected [redacted] ’s vehicle to address his concerns with the repairs [redacted] spoke with the staff at the repair facility and we agreed to pay to replace the hinges on the hood with brand new hingesRegarding the concerns with the paint, our estimate included the cost to replace and refinish the front bumper cover, hood, and left fender We paid to refinish and repair these panels, inclusive of a blend into the left doorBased upon the parts that needed to be re-painted the paint areas we authorized were an appropriate industry approved method to complete a quality repair Claims Manager [redacted] spoke with [redacted] and explained our estimate included the necessary repairs related to the accident related damage [redacted] chose the repair facility and we do not warranty the repair work they completed We regret [redacted] was dissatisfied with the outcome of his claim We have determined his claim was handled in an appropriate manner We appreciate the opportunity to review his concerns and respond Should [redacted] have any questions regarding the claim he should contact Claims Supervisor [redacted] at [redacted] or Claims Manager [redacted]

We sent [redacted] three billing invoices showing the $adjustment and requesting paymentI have attached them for your review He also called us on May 24, and we advised him that a payment was applied to his policy in error and a refund issued to him and cashed $of his balance is due to the refund and subsequent adjustmentWe have no record of anyone telling him that we refunded him $because of the price of his insuranceThere was an adjustment made to his coverages and mileage on November 21, There was no refund provided for this credit as his balance was decreased by this amountThe refund was issued to him on October 26, and cashed on November 5, We did not intentially refund him and request that he pay the balance which is due to our company

I appreciate the opportunity to respond to Mr [redacted] concerns I reviewed our file and found that the collection balance of $is correctMr [redacted] started former policy for coverage on a Mercedes Benz Eon June 9, with an effective date of June 10, The full term premium at that time was $When we did not receive the required signed Uninsured Motorists Coverage rejection forms, the coverage was added per State mandate, increasing the premium to $ The policy was on Auto Pay with recurring credit card paymentsWe successfully debited the policy for his down payment and the July 10, paymentThe August 10, was declined by his bankWe sent Mr [redacted] an updated billing statement on August 18, and when no additional payments were made, we mailed a billing on September 20, and a cancellation notice advising that the policy would cancel effective October 5, None of the mailings and documents were returned to us as undeliverableThe policy canceled effective October 5, and we mailed an earned premium billing notice We did not have any Customer Service contact with Mr [redacted] on this policy until March 30, 2016, nor did we receive a written request for Mr [redacted] to cancel the policy or correspondence advising that the vehicle was sold at any time prior to March 30, If Mr [redacted] sold the vehicle prior to October 5, 2011, we will be more than happy to credit the collection balance for the appropriate amount of days once we receive valid proof of sale I hope that this clarifies this matter and we look forward to working with Mr [redacted] once valid documentation is received

Thank you for allowing me to respond to Mrs***'s concerns.I have reviewed our file and we are unable to accommodate Mrs***'s request for an adjustment to her earned premium balance.First, Jack W [redacted] was originally excluded from coverage as a driver on Mrs***'s new policy that was effective March 24, As such, we required a Named Driver Exclusion form for Jack to be completed and received by April 28, A copy of this form, and a notice advising that we required the form to be completed, were included in Mrs***'s new policy packet that was mailed to the policy address on fileThe documents that were required to be completed for Mrs***'s new policy, including the exclusion form, were also made available to sign electronically by logging into her policy at www.21st.comWhen we did not receive a completed Named Driver Exclusion form for Jack by the required date, we sent a notice to the email address on file providing an additional opportunity to complete the required exclusion formWe did not receive a response to this requestAs such, Jack was added to Mrs***'s policy as a rated driver effective March 24, The resulting premium charged for insuring Jack from March 24, until Mrs***'s policy canceled effective May 20, is valid.Finally, the cancellation fee is assessed when a policy is canceled mid-term at the request of an insured or due to non-payment of premiumMrs***'s policy was written for a six month term effective March 24, As she requested to cancel her policy effective May 20, 2016, the cancellation fee is valid.We provided all information regarding Mrs***'s new policy, including applicable fees, in her new policy packetIt would not have been possible for a representative to cover all of the information regarding Mrs***'s policy that was included in her new policy packetAs such, we sent this information to her in writing for her reviewWe regret that we are unable to provide a more favorable response to Mrs***'s concernsThere is currently an outstanding earned premium balance of $for coverage that was provided up until May 20, Immediate payment of this balance would be appreciated.If you have any additional questions or concerns, please feel free to contact me

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below As I previously stated I had asked for a refund of the $“bank fee” on the basis of their definition and reason it occured Their reply was that “They assess a $fee when a premium payment is returned from the bank” The fact that I had canceled my credit card due to the data breach needs to be considered as well and it is ludicrous that any official at 21st Century Insurance company would feel the justification to charge any individual because they feared their account was compromised by shopping at Target Furthermore my bank showed no record of any attempt to collect the funds (see attached letter) which means that no charges were imposed from my bank and like any declined attempt to use a credit card, this proves that there was no cost to the merchant because there was no “reversal of funds” or money changing hands [redacted] It is a disgrace that any company doing business with the general public as big as 21st Century sacrifice their public image by refusing to credit this small fee (or any goodwill gesture when asked for that matter) They have artificially created this charge and imposed unethical fees on unsuspecting loyal customers for the sole purpose of generating revenue Every single credit card paying customer has an expiration date on their credit card and that is the name of their game I find their 1st response an insult for wasting my time and theirs over such a small amount to keep a current loyal customer happy I would like to see them do the right thing for me and any other unsuspecting customers that are getting slammed with these fees to empower their phone representatives to credit this unfounded charge and restore trust with their customers This is not better business Thank you, ***

Attached is our response to the above complaint (See attached file: Revdex.com_response[1].pdf) Thank you [redacted] ** [redacted] [redacted]

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,miles annually and it is just used for pleasure use However you indicated on the mileage questionnaire that the vehicle is being driven days a week for work and approximately 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 $

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below It is true that I notified them July 15th of my husband's death but I did not remove the policy on his car at that time I removed it when I sold the car on July 29th My policy went up for my car at that time, which violates their own policy Thanks for trying to resolve this I will just shop around for a different insurance company that values someone's business

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

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