Car Care & Repair

Thank you for allowing me to respond to Ms***'s concerns.I have reviewed our file and found that [redacted] requested an online quote for automobile insurance from our company on November 11, The phone number Ms [redacted] provided is not associated with this quote.Per Ms***'s request, we have added the phone number she provided to our Do Not Call listIf [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 ***'s quoteWe apologize for any inconvenience this may cause.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 find that this resolution is satisfactory to me Regards, [redacted]

To Whom It May Concern: Thank you for notifying 21st Century of the additional concerns presented to the Revdex.comWe appreciate the opportunity to respond to this inquiry The premiums derived for our customer’s policy terms were accurate based on the rates that were established and filed by 21st CenturyIn addition, the customer made policy changes that impacted the premiumThe customer accepted the policy premium by providing payment for the coverageWe are unable to accommodate the customer’s request for an adjustment to the policy premium A follresponse has been sent to the customer We 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 us

Case: [redacted] To Whom It May Concern: Thank you for notifying 21st Century of the additional concerns presented to the Revdex.comWe appreciate the opportunity to respond to this inquiryAs explained in our initial response, the premiums derived for our customer’s policy terms were accurate based on the rates established and filed by 21st CenturyThe customer had accepted the policy premiums by providing payment for the coverageAs we are unable to accommodate an adjustment to our policy premiums to match the rates used for other insurance carrier’s premium calculations, we are unable to honor the customer’s request for reimbursement We 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 us

Case: [redacted] 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, it is always our intention to provide excellent service to our policyholders, and we regret the difficulties that this customer experiencedAccording 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-renewingWe 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 causedIf we can be of any further assistance, please contact us

We are in receipt of the inquiry filed by [redacted] regarding his recent claim We appreciate the opportunity to review this matter and respond We inspected Mr [redacted] ’ vehicle and completed an estimate to repair the vehicle in the amount of $1, To our knowledge, the vehicle has not yet been repaired Mr [redacted] has presented a diminished value claim prior to the repairs of his vehicle We consulted with PES Inc., an independent damage appraisal company Based on their review, if the vehicle is properly repaired, it should not experience any diminution of value A copy of this report was provided to Mr [redacted] Mr [redacted] states in his inquiry that we have ignored case law that allows a damaged party to be reimbursed for the lost value of their vehicle We have not disputed that a damaged party can make a claim for lost or diminished value We have stated that we do not have any information to support that he has realized a diminished value in this case We regret we do not have a more favorable outcome for Mr [redacted] ; however, we believe we have fully supported our position If he has further questions regarding this matter, we encourage him to contact Claims Supervisor [redacted] , or Claims Manager [redacted]

Thank you for allowing me to respond to Mr***'s concern.I reviewed our file and found that we received a request to cancel the policy on 9/11/Because the policy was canceled mid-term and not on the October 29, renewal date, there was a $Cancellation Fee assessedThe fee is outlined by endorsement to the policiy as well as on declaration pages and billing noticesThe fee is valid and will not be waived.I also reviewed the policy billing and found that we refunded at total of $in unearned premium$was refunded on 9/16/and $was refunded on 9/19/There are no additional refunds dueI have attached an accounting statement for the recently canceled term showing the debits and credits applied.I trust that this has address Mr***'s concernsPlease let us know if you have any additional questions or concerns

Case: [redacted] 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 inquiry Our records show that this customer’s family member authorized the monthly installments to be drafted from his financial institutionWe have honored his request and removed the account from the automated payment plan A billing invoice for September’s payment was mailed to the customer’s addressReview found that we mailed the policy documents in April, and we have not received any return mail from the post officeWe contacted the customer and provided our contact information should further assistance be requested regarding this matter We 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 us

Case: [redacted] ? 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 inquiry As an insurer, it is always our intention to provide excellent service to our policyholders, and we regret the difficulties this customer experiencedAccording to our records, the policyholder’s request for a letter of experience was emailed to him on September 18, We have also contacted the customer and provided our contact information should further assistance be requested We 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 us

Thank you for notifying 21st Century of the concerns presented to the Revdex.comWe appreciate the opportunity to respond to this inquiryA review of our records confirm, physical damage coverage was added to the policy as a result of a phone call we received from the loss payee As the consumer did not provide her consent to include the coverage, we have contacted the collections agency and had the outstanding balance removed from her fileAdditional review was unsuccessful in locating a payment of $225.00, as a result, we are unable to honor the request for reimbursement We 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 us

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 am attaching a copy of my payment history with explanation of why they owe me $in over payment by meAs you can see they have been able to keep my payments on an even payment because they figure it either for months or a year then take automatic payments from my checking accountIt's never late due to auto payThis would be worse if I had not called them before the Oct 2nd payment when I complained about the rising paymentsThey lowered it for October and November then it jumped in December enough to get back the reduction for the months which almost $more a month that when started with my new vehicleThe last straw was the next increase of additional for April 2nd I have done the math on all of the increases which you ca do with this copy of my payment historyI come up with a total of $I may be off a couple of cents but that's allThey held my payments within $from 4/2/thru 9/2/which is months which amounted to a cost of $So why would I stand for increases of over $in a period of months????? My and my family's driving records haven't changed!! The state of Minnesota has had one of the mildest winters on record with almost ZERO iceI'd like to know how the costs for Minnesota drivers could possibly even gone up????? That doesn't even seem possible!!!! Regards,

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 meI will re-port this at the end of August if it's not fixed properly after the factSomeone is supposed to call me and confirm that the update has been fully processed and completedI have yet to hear back from them as of now Regards,

We thank you for bringing this matter to our attention Per our review, we received the claim on September 11, 2017, and contacted you the same day to discuss your vehicle repair optionsWhile it is not our protocol to complete inspections on drivable vehicles, we understand that your prior claim experiences differed in this regardClaims Supervisor [redacted] spoke with you on September 12, 2017, to address your concerns and scheduled an inspection as per your requestWe apologize for any frustration you experienced during the handling of your claim and hope our resolution is to your satisfactionOur claims professionals will continue to work with you to resolve your claim If you need further assistance, we encourage you to contact Claims Supervisor [redacted] Tell us why here

We are in receipt of your recent inquiry to the Revdex.com regarding delays receiving reimbursement for tow services We deeply apologize for any delays you may have experienced However, our review of this matter supports that we had not received the supporting documentation prior to December 11, Payment in the amount of $was issued on December 11, We understand that this was a frustrating experience for you We sincerely apologize and hope you will continue to be a valued customer If you have any other questions regarding this matter, we encourage you to contact Claims Supervisor [redacted]

To Whom It May Concern: Thank you for notifying 21st Century of the concerns presented to the Revdex.com on June 17, We appreciate the opportunity to respondOur records reflect that the customer requested the replacement of the vehicle insured by the policyThis resulted in an increase in the policy premium, which increased the scheduled monthly installment balanceReview found that the appropriate billing notices were mailed to the customer at the address on file detailing the draft balancesAt the consumer's request, the policy cancelled and a refund was provided for the unused premiumA detailed correspondence and explanation of account have been mailed directly to the customerThe customer is encouraged to contact us directly should they have additional questionsWe thank you for your time and attention to this matterIf we can be of further assistance, please contact us by email at [redacted]

Case: [redacted] 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 inquiryOur records reflect that the renewal policy experienced a premium decrease over the prior termWe regret that this information was not clearly communicated to our customerUpon review of our policyholder’s interaction with our sales department, we wish to apologize for their unfavorable experienceWe acknowledge that his wife maintains a learner’s permit, and therefore does not need to be included as an operator on the policyAs an insurer, it is always our intention to provide excellent serviceWe appreciate our customer’s feedback concerning the difficulties experiencedWe 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 us

Mr [redacted] ’s claim was reported on April 3, 2017, after he was involved in a motor vehicle accident with our insured Our investigation revealed our insured was responsible for the accident Mr [redacted] ’s vehicle was determined to be a total loss as described in his inquiry Mr [redacted] accepted our offer to settle is claim on April 13, 2017, and we sent him the necessary paperwork to process his claim He later sent us his title, but did not sign it We apologize if there was any confusion regarding this issue We eventually obtained the properly executed paperwork on April 24, 2017, and payment of $4,was issued to him that same day Mr [redacted] ’s vehicle claim is now closed Our file reflects we responded to his contacts with us, but we apologize if any calls went unreturned

Thank you for allowing us to respond to our former insured's concerns.I reviewed our file and found that the cancellation fee is validA $Cancellation fee is assessed on mid-term policy cancellationsHer renewal began on September 16, and was canceled at her request on November 17, The cancellation fee, as well as the other possible policy fees, is outlilned on the bottom of the renewal declaration in the gray box, on the installment billing notice and by endorsment to the the policyThe fee and the assessment thereof is filed and approved by the CA Department of InsuranceAs such, a refund of the cancellation fee is not warranted.We wish Ms [redacted] the best with her new insurer.Sincerely, [redacted]

March 30, Re: Revdex.com ID Number: [redacted] Complainant/Policy Holder: [redacted] Claim Number: [redacted] Date of Loss: December 12, Thank you for your letter in regard to the inquiry submitted by [redacted] In her correspondence, Ms [redacted] alleged she should have medical payment coverage for the above listed loss We appreciate the opportunity to review this matter and respond On December 12, 2016, Ms [redacted] reported that she lost control of her Dodge Ram and struck a telephone pole She also indicated she was treated at the emergency room for injuries sustained in this loss At the time of report of the accident, Ms [redacted] did not have medical payment coverage on her auto policy When our office spoke to Ms [redacted] on December 13, 2016, we did review the claim process and coverage with her At that time, she did not dispute that she should have had medical payment coverage On December 21, 2016, we also attempted to explain to her the difference between bodily injury, uninsured motorists, and medical payment coverage Ms [redacted] expressed understanding that no uninsured motorist vehicle was involved in this accident so her uninsured motorist coverage would not apply and that she did not have medical payment coverage on her policy On March 23, 2016, Ms [redacted] contacted our office regarding payment of her hospital bill At that time, she advised that when she purchased her auto policy with 21st Century Centennial Insurance Company, she requested medical payment coverageAs Ms [redacted] disputed that she should have medical payment coverage, a coverage investigation was completed According to her policy history, Ms [redacted] policy inception date with 21st Century Centennial Insurance Company was June 21, We have no record that she requested medical payment coverage when she purchased her policy or at any other time since policy inception Ms [redacted] received the appropriate policy documents at new business and at each renewal that outlined the coverage she elected We were also unable to locate any recorded calls with Ms [redacted] with 21st Century policy services for the time period that she requested an auto insurance quote At this time, with the information that we have available for our review, we have no documentation that supported Ms [redacted] requested medical payment coverage at the time she purchased her policy As such, we are unable to consider payment for her medical bill A coverage disclaimer letter has been sent to Ms [redacted] that outlined our position If Ms [redacted] should have any additional questions, she may contact Claims Supervisor [redacted] or Claims Manager [redacted] Should you require any additional information, you may contact me at [redacted] All non-public personal information, as defined in the Gramm-Leach-Bliley Act, contained in these documents is confidential and cannot be distributed to third parties, other than the Department and the individual(s) to whom it pertainsFarmers has not marked this information "Confidential" in reliance that the Department will redact all such information before it is further releasedShould you be required for any reason to consider release of this information to a third party without redacting personal information, we ask that you provide us prior written notification so that we can take all necessary steps to protect our customers' interestsSincerely, [redacted]

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 choiceOur 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 approvedratesOur 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 choiceWe will payreasonable rates for your area for labor and materialsIf the shop that you have chosencharges above those rates, you can still have your vehicle repaired thereHowever, any amountover the amount we have agreed to pay will be your responsibilityWe 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 unprofessionalWe 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]