21st Century Insurance

Your renewal premium of $was due on August 20, 2014. Your policy was on our full pay plan, however we received a partial payment of $100, so the policy went into canellation status. We mailed you the legal notice and advised you the balance of $was due before September 23, 2014. I called you on September 22, 2014, and asked you to call me so I could take a payment and change your payment plan from full pay to 6-pay. You did not return my call and your policy canceled for non payment effective September 23,

Case: *** To Whom It May Concern: Thank you for notifying 21st Century of the concerns presented to the Revdex.comWe appreciate the opportunity to respond to this inquiryAs an insurer, 21st Century strives to
keep premiums as competitive as possible while providing our customers with the protection they deserve should a loss occurAs costs associated with claims continue to climb, it is necessary that we intermittently adjust our rating information to guarantee our ability to respond to claims remains superiorOur records reflect that the noted premium increase was due primarily to a statewide rate revision which may impact a policy regardless of the claims historyAdditionally, the insurance premium is established by rating variables that include, but are not limited to: driver characteristics, driving record, age, garaging zip code, vehicle characteristics, vehicle use and any applicable discounts or surchargesAdjustments to the above information have also been reflected in the renewal premiumWe acknowledge the insured’s frustration over the increase and have confirmed that the premiums assessed for the policy represent the most competitive cost of insurance we are able to offerWe thank you for your time and attention, and we apologize for any inconvenience this matter has causedIf we can be of any further assistance, please contact usSent on: 3/11/12:12:PM

This policy became effective in August The responder was listed as the first named insured, and his wife was listed as the second named insuredOn 12/19/the responder called our Customer Service Department and disclosed they were divorcedHe asked us to remove his ex-wife and her
Mazda from the policyOur representative removed the vehicle, but did not remove his spouseWe issued a refund of $
Per our guidelines, our representative should not have removed the Mazda without first confirming that the insured’s spouse had new insurance
On 01/17/the responder’s former wife (second named insured) called our Customer Service DepartmentShe advised us that she had not yet secured new insurance, and we immediately re-added her vehicle to the policyThe policy was canceled on 02/25/with a remaining balance of $
Due to the sensitive nature of divorce we prefer to remain impartialOur procedures require that the insured initiating the change either remove his, or herself from the policy, or both insured’s obtain a new policy and cancel the originalWe do not endorse leaving either party without insurance.
With that said, if either insured secured new insurance prior to the 02/25/cancellation date we will amend the policy

Thank you for allowing me to respond to Mr***’s concerns
I have reviewed our file and found that the earned premium balance of $is correct
On March 7, 2014, we sent a billing invoice advising that $was due by March 29, This payment was
not received and a $late fee was assessedOn April 4, 2014, we sent a cancellation notice advising that $was due before April 24,
On April 22, 2014, we received an online payment of $An additional $payment processing fee was assessed for use of our online payment serviceOn April 23, 2014, we sent a cancellation rescinder and billing invoice advising that $was due by April 29,
We received a dispute regarding the April 22, payment from Mr***’s fiancé on April 23, She stated that Mr*** was not authorized to use her card for the paymentOn April 24, 2014, a total of $for the payment and associated processing fee was reversed off Mr***’s policy and credited back to his fiancé’s accountThe remaining balance on Mr***’s policy at this time was $877.00, which included an additional $installment fee
On June 23, 2014, we sent a billing notice for Mr***’s July 29, renewal reflecting a prior balance of $and a renewal premium of $1,Mr*** did not renew his policy, and we credited the $installment fee that was included in the prior balanceAs such, there was a remaining earned premium balance due of $for coverage provided until July 29, On August 26, 2014, we sent a final billing notice advising that the earned premium balance was due immediately
As coverage was provided to Mr*** until July 29, 2014, the $in earned premium is still owed to us
If you have any additional questions or concerns, please feel free to contact me

The quotation and it's origin are currently under review with our Marketing DepartmentUpon completion we will respond directly to the consumer

" line-height: 150%;">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 belowI reject responseIt was a no fault accidentIt would have been best not to contact the insurance companyAs they classified it as at faultWhich is in error

September 6, 2016   RE:      Revdex.com File Number:   11677500
0.0001pt;">            Regarding:                [redacted]             Policy Holder:          [redacted]             Claim Number:        [redacted]                      Loss Date:               August 10, 2016   We are in receipt of the inquiry from [redacted]. We appreciate the opportunity to review this matter and respond.   According to the claim file, there were disputed versions of the facts of the loss as presented by both drivers.  Each driver claimed the other driver struck their vehicle while attempting a lane change.  It is our understanding there was no police report filed nor was there a report of an independent witness to the accident.  Damages were to the driver front fender of our insured’s 1982 Volkswagen Rabbit and to the front passenger side fender of Ms. [redacted]’ 2010 Toyota Camry.  Ms. [redacted] was advised that based on our investigation, there was insufficient evidence to support our insured was responsible for her property damage.    Ms. [redacted] did send several emails to our office regarding the liability decision.  We responded to her in writing on August 25, 2016 and also explained to her on the telephone that the photographs of the property damage to the vehicles did not support one person’s version of the accident over the other person’s version.  Ms. [redacted] was informed that if she had any additional information that we have not previously considered, she may submit it to us for our review.   While we regret Ms. [redacted]’ dissatisfaction with our denial, it is our position that with the information that we have available for our review, the liability decision was correct.  If Ms. [redacted] should have any further questions at this time, she may contact Claims Supervisor Claims Supervisor [redacted] or Claims Manager [redacted]   If you should require any more additional information, I can be reached at [redacted]
.                                       �...⇄             Sincerely, 21st Century Insurance Company [redacted]

Attached for your review...

are copies of:                 Fifth Application Invoice left at customer’s house when the application was done on 10/5/16 which shows our service continues.                 Fifth Application newsletter, which we leave at each house with the Fifth application invoice showing automatic renewal.                 Sixth Application Invoice left at customer’s house when the application was done on 11/16/16 which shows our service continues.                 Sixth Application newsletter, which we leave at each house with the Sixth application invoice that, once again, explains our automatic renewal Renewal letter that we send out to each customer early in December for the next season’s scheduled applications, offers the prepayment discount, states that the customer should call us with any changes, and lets them know to expect us any time after March 1st.  We give our customers as much information as we can each time we are on their property.  We are not the kind of company to blind-side anyone for any reason, which is what I feel we are being accused of.  We let our customers know that we will begin treating their lawn as soon as the weather permits, around March 1st of the following year.  There are NO SURPRISES.  We are an above-average company with great employees, and are in good standing with the Revdex.com as well as other organizations, and intend to keep it that way. Our offer still stands; we will split the bill with this customer.  Application cost plus tax and late fees divided by two leaves a balance due from this customer in the amount of $37.03. Thank you for your assistance in this matter.  Please do not hesitate to let me know if you need anything further from us.  Marcia *. M[redacted]Office ManagerMEEHAN’S LAWN SERVICE, INC.

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.
The response from the company ("The quotation and it's origin are currently under review with our Marketing Department. Upon completion we will respond directly to the consumer."), as yet, does nothing concrete to resolve the issue.
Regards,

Thank you for allowing me to respond to [redacted]’s concerns.
I have reviewed her request for roadside assistance service on October 23, 2014. [redacted] requested assistance with changing her tire.
The service was dispatched at 8:59 P.M. with a 45 minute...

estimated time of arrival (ETA). The provider arrived on the scene and informed [redacted] that he would not be able to perform the requested service as he did not have the specialty tool required for the vehicle’s locking lug nuts. Prior to service being dispatched, [redacted] did not indicate that she had locking lug nuts, which require a special key to complete a tire change. The service provider advised [redacted] to contact her roadside assistance program for a towing service as he could not assist her.
Service was then secured with a provider equipped with the tool needed to assist with [redacted]’s tire change. The provider accepted our dispatch at 9:57 P.M. with a 30 minute ETA. At 10:31 P.M., a supervisor called to check in with [redacted] on the status of the service. The provider arrived at 10:38 P.M.
Our roadside administrators spoke with [redacted] regarding her service experience. [redacted] advised our administrator that she was not aware that her wheels had locking lug nuts. [redacted] was extended a verbal apology for any inconvenience she experienced.  They also sent [redacted] a formal letter of apology and extended a $50.00 gift card to her as a gesture of goodwill.
If you have any additional questions or concerns, please feel free to contact me.

Dear Customer,
We reviewed your file and I left a message for you.  We appreciate the opportunity to review this concern for you.  Please let us know if you have any followup questions.
Best Regards,
Representative

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

We received [redacted]e’s inquiry regarding his bodily injury claim for the accident on October 11, 2013. We regret [redacted]e was dissatisfied with our settlement offer on his claim. Our records reflect we have received and...

evaluated [redacted]e’s medical records for this accident. Our offer was based on our evaluation and experience regarding settlement values for bodily injury claims. We would like to work with [redacted]e to resolve his claim amicably. Claims Representative Justin White extended an offer of $1,000. The claim notes reflect on April 10, 2014, Mr. White left a message for [redacted]e and outlined our offer. We received a letter from [redacted]e on April 16, 2014, and our claims office is reviewing this correspondence. We would not release the amount of coverage on our insured’s policy as this is confidential. Should [redacted]e have any questions regarding his claim we recommend he contact Claims Supervisor[redacted]
Sent on: 4/21/2014 1:09:34 PM

Our records show that we released the refund of $293.95, back to your account on September 19, 2014.  Depending on your bank, the entire process could take three to five business days before your account is credited.  We apologize for any inconvenience this experience may...

have caused you.

10.5pt;">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.
 
As an insurer, it is always our intention to provide excellent service to our policyholders, and we regret the difficulties that this customer experienced. According to our file, the insured’s request to modify their account with the updated card information did not occur, which resulted in the policy non-renewing. We contacted the customer and provided a resolution to their satisfaction.
 
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.

Thank you  for allowing me to respond to [redacted]'s concern.
I reviewed our file and found that on September 23, 2014, we attempted to take a scheduled payment of $112.12 from the credit card that we had on file. The payment was declined by her bank. Due to the declined...

payment she was assessed a $20 returned payment fee.
[redacted] contacted us via live chat on September 23, 2014 to review her billing. At that time, she advised that her card was closed by her bank. Our rep advised her to submit documentation from her bank advising that they closed her card in order to waive the fee. She was also advised that she would need to make of $132.12. As she stated, she went on the internet and made a payment of $112.12. When the full amount due of $132.12 was not paid, a $10 late fee was assessed and cancellation notice and billing generated for $30.
On September 24, 2014, she contacted us again via live chat and she was told that we would waive the fees if she provided documentation from her bank. She advised that she contacted her bank and that they were sending the letter by mail.
On September 25, 2014, we mailed a cancellation notice and billing for the $30 in unpaid fees. We did not receive the documentation from her bank, nor did we receive the required payment before October16, 2014. As such, her policy canceled and she is subject to our reinstatement requirements.
We are still willing to waive the fees associated with the declined payment if she provides the documentation from her bank. We will not waive the cancellation fee as she did not take the appropriate action to prevent her policy from cancelling.
If you have any additional questions or concerns, please feel free to contact me.
?

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]

Thank you for allowing me to respond to Ms. [redacted]'s concerns.I have reviewed our file and found that [redacted] requested an online quote for automobile insurance from our company on November 11, 2015. The phone number Ms. [redacted] provided is not associated with this quote.Per Ms. [redacted]'s request,...

we have added the phone number she provided to our Do Not Call list. If [redacted] would like to cancel her quote and no longer receive communications from 21st Century Insurance, she will need to contact our Sales Department at [redacted]. We are unable to accept a request from a third party to modify or cancel [redacted]'s quote. We apologize for any inconvenience this may cause.If you have any additional questions or concerns, please feel free to contact me.

This response was initially faxed to your office on 4/14/2014.  We apologize for any miscommunication.

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