Car Care & Repair

To Whom It May Concern: Thank you for notifying 21st Century of the concerns presented to the Better Business BureauWe 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 conflicting information that this customer was providedAutomated Clearinghouse (ACH) payments require a business day hold to allow for sufficient notice of payment reversals Our records reflect that the consumer’s refund was released to their financial institution on 10/19/15, and should be become available for disbursement within three to five days 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

As stated in our original response, we maintain our bodily injury settlement offer of $1,is fair based on the information and documentation contained in our claim file Our claims department reviewed Mr [redacted] ’s request to be paid for the alleged diminished value of his Honda Civic Our claims department determined they have not received information or documentation to support Mr [redacted] ’s allegation that his vehicle sustained a diminution of value as a result of the accident As such, they respectfully denied his claim for the alleged diminished value of his vehicle Should Mr [redacted] have any questions regarding his claim, he may speak with Claims Supervisor [redacted] Please feel free to write or call me toll free at [redacted] ***, should you have any questions Sincerely, 21ST CENTURY INSURANCE COMPANY [redacted] [redacted] [redacted]

Thank you for allowing me to respond to Mrs [redacted] ’s concerns.I have reviewed our file and found that Mrs [redacted] ’s premium increased from $to $1,effective the October 14, renewal and was primarily due to her April 28, traffic convictionCalifornia insurers are required to use citation convictions in determining automobile insurance premiums in accordance with state lawWe became aware of Mrs [redacted] ’s traffic conviction upon reviewing her Motor Vehicle Record (MVR) prior to preparing the October 14, renewalIllegal Passing is considered a minor offense, and as such Mrs [redacted] retained her Good Driver DiscountWhile a minor offense, the violation is subject to the Safety Record Point and Superior Driver Discount rules.Policyholders convicted of minor offenses are assessed one safety pointThe point results in a premium surchargeAdditionally, Mrs [redacted] lost her Superior Driver DiscountThe Superior Driver Discount is available to drivers who have incurred no minor traffic convictions in the past three years; have incurred no major violations in the past ten years; and have not incurred a principally at-fault accident in the past four or five yearsA recent revision in our rates also contributed to the increaseAs an insurer, 21st Century Insurance strives to keep our rates as competitive as possible while still providing outstanding service to our policyholdersDue to increased costs associated with our automobile claims in California, we have found it necessary to adjust our rating information to ensure we maintain our ability to provide customers with the protection they expect in the event of a claimThe actual impact of the rate adjustment will vary for each vehicle insured based on individual rating factors such as but not limited to: garaging territory, vehicle year/make/model and usage, operator driving history and years licensed, selected coverages, and applied discounts.We have performed a full review of Mrs [redacted] ’s former policy and confirmed that the rate calculation for her October 14, renewal premium was correct based on selected coverages, applicable discounts, and rates filed with and approved by the California Department of Insurance.We appreciated Mrs [redacted] for having been insured with us over the past years and are sorry to have lost her businessShould Mrs [redacted] ’s insurance needs change in the future, we would be happy to provide her with a new quotation.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.I 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

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 [redacted] The company is lying before the company had denied my claim Mr [redacted] came out to look at my car and told me that Ms [redacted] told him that I told her that it was already a dent there and I told him that was not true and that I had evidence proving that she was lying I let him listen to a recording of Ms [redacted] admitting to the debt and asked me if it would be possible if she can pay for the damages out of her own pocket instead of going through her insurance Then after the claim was denied and I was told why I gave Mr [redacted] supervisor the recording of Ms [redacted] conversation with me that day

Tell us why hereWe maintain our repair estimate would allow for workmanlike repairs to restore Mr [redacted] ’ vehicle to pre-loss condition We also maintain Mr [redacted] has failed to prove his vehicle has sustained a diminution of value 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]

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 Century never offered to obtain the EOB numbers themselves They insisted that I had to obtain these numbers And after trying many times to contact the insurance company for this information, I decided to file this complaint with Revdex.com Can the adjuster please contact the insurance company? Regards,

Dear Customer,Thank you for contacting us regarding your concernsAttached is a letter with our findings and additional correspondence related to your policy.Regards,Representative

We regret that our explanation regarding the premium increase has not satisfied Mrs [redacted] s concerns.Our rates and discount eligibility guidelines are filed with and approved by the California Department of InsuranceFilings are publicly available at the Department and include the supporting data and statisticsHowever, it is not our policy to provide specific loss data or actuarial support information to our customers, nor is there a requirement for an insurer to provide such information to its customersRather, the Department of Insurance is the regulatory agency responsible for review and approval of rate filings.On January 20, 2017, we were notified that the concerns Mrs [redacted] presented to the Revdex.com on January 17, were escalated to the California Department of InsuranceOn January 31, 2017, we sent a letter to Mrs [redacted] in response to her concerns, and the California Department of Insurance – Consumer Services and Market Conduct Branch also received a copy of our responseMrs [redacted] should receive our response within 7-business days from the date it was sent.Please feel free to contact me if I can be of any further assistance in this matter

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

Revdex.com of Los Angeles Revdex.com Case # [redacted] Insured: [redacted] Date of Loss: March 21, [redacted] ** [redacted] We are in receipt of your inquiry submitted by [redacted] Ms [redacted] is concerned with the handling of her property damage claim to her home, specifically the partial denial of a crack in the floor of her garage We appreciate the opportunity to respond to his concernsThe claim was reported to our company on March 21, 2017, indicating a tree had fallen on the roof of Ms [redacted] ’ home, resulting in damage Claims Representative Tony Daniels inspected the property on March 29, The tree fell on the rear portion of the roof MrDaniels scoped the damages, which included a crack to the concrete slab on the rear patio MrDaniels determined this crack was the result of the direct impact of the tree and agreed to repair the patioDuring the claims process additional damage was found, which required additional follow and inspections The file was reassigned to Claims Representative Ronald [redacted] One of the supplemental damages referenced by the contractor was a crack in the garage floor slab Mr [redacted] inspected the supplemental damages including the garage floor crack and he did not believe the crack was the result of this loss The claims office agreed to have an engineer inspect the damage The engineering report indicated the hairline crack in the garage was due to shrinkage of the concreteIt is not a structural concern and is not associated with the impact of the treeBased on the engineering report the decision was made not to pay for the garage floor crack as the policy would not cover this type of damage A settlement letter dated June 1, 2017, was mailed to Ms [redacted] and the letter included the appropriate partial denial for the crack Ms [redacted] questioned this decision and she spoke with Claims Manager [redacted] on June 19, Mr [redacted] explained he agreed with the partial denial and the engineering report as the tree impact was not in the area of the garage floor crack We regret Ms [redacted] incurred this loss and value her as a customer, but believe the claim was handled appropriatelyWe apologize if there was any delay with the handling of this claim, it is our goal to handle each claim in a prompt and professional manner If Ms [redacted] has any additional information regarding this claim, she should send it directly to the claims office and they will be happy to review it A total of $14,has been paid toward the covered repairs If Ms [redacted] has any additional questions she should contact Claims Supervisor [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 inquiryWe sent a written response to our customer todayRecords show that we were not informed of the customer’s change in address and in compliance with established company procedures we mailed the Notice of Non-Renewal to the customer’s last known address and we did not receive returned mailThe customer advised during our conversation that they secured replacement coverageWe thank you for your time and attention, and we apologize for any inconvenience this matter causedIf we can be of any further assistance, please contact us

May 31, RE: Revdex.com File Number: Regarding: [redacted] Policy Holder: [redacted] Claim Number: Loss Date: April 2, We are in receipt of the follow up from Ms [redacted] She did provide additional documentation from her dealership, and the issue is now resolved We have accepted liability and are waiting for the subrogation demand from her carrier in order to issue payment If you should require any more additional information, I can be reached at [redacted] or by e-mail at [redacted] Sincerely, 21st Century Insurance Company [redacted] Senior Consultant Claims Customer Relations

To Whom It May Concern: Thank you for notifying 21st Century of the follconcerns presented to the Revdex.comWe appreciate the opportunity to respond to this inquiry We sent a new written response to our customer todayWe reconfirmed that they updated their address in March when they added a vehicleThe two questionnaires had to be mailed and were sent to the new address without any responseThe Notice of Refusal to Renew was also sent to the new address due to no response to the questionnaires in accordance with our Company and State requirementsThey were properly advised that the claim was subject to their comprehensive coverage and deductible 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 our customer experiencedOur records confirm that our staff did not properly consult with the insured prior to issuing the new policy for her spouseUpon learning of the insured’s frustration, the spouse was promptly notified and the new policy was canceled effective its inception dateThe customer’s spouse and the co-registered vehicle remained insured until July 27, The referenced credit was the result of removing the spouse and vehicle as of that dateWe wish to advise the customer that any retroactive cancellation of the vehicle may result in complications to her registration and driver’s license with the state of IndianaAs such, in order to credit the policy retroactively, we ask for documentation reflecting that the insured’s spouse maintained separate insurance coverage on the co-registered vehicle prior to July 27, This information may be faxed to [redacted] We request that the insured include the policy number on all documentationWe 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 below.All 21st Century has attempted to do is justify their exorbitant rate increase. They have not provided any detailed information as to how they arrived at at 72% increase in premiums; rather, they have trolled out standard verbiage and not given any hard numbers or allowable percentages to legally justify the increase.

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 21st Century claims to not refund supplemental insurance on rental refundsI had already paid a $deductible to have my vehicle fixed and could not afford to pay another deductible had the rental car been damaged, therefore, I felt it necessary to protect myself by getting the extra insuranceI would not have been in this situation had their insured not damaged my vehicle, and if 21st Century did not take months to process my claimNot being a 21st Century customer, I am unaware of their rules on refunding rentals, and their claim representative told me my entire rental bill would be refunded and that I was not to worryI am not happy with this claim whatsoever, and if 21st Century continues to mistreat me and not issue a full refund, I will be taking legal action Regards, [redacted] ***

In reviewing Mr. [redacted] ’s policy, it was cancelled on May 13, 2016, for non-payment of premium. The ongoing investigation of Mr. [redacted] ’s claim for an April 7, 2016, loss under claim number 3005964965 had no impact on the decision to cancel the policy. Special Investigator [redacted] ... [redacted] is assigned to Mr. [redacted] ’s claim to investigate the facts and circumstances surrounding the April 7, 2016, loss. The investigation remains ongoing and once it has been concluded, Mr. [redacted] ’s claim will be advanced to conclusion. We maintain Mr. [redacted] ’s claim is being handled appropriately. Should Mr. [redacted] or his attorney have any questions concerning his claim, they may speak with either Claims Representative [redacted] or Claims Supervisor [redacted] . Thank you again for the opportunity to review Mr. [redacted] ’s concerns and respond. Should you have any additional questions, you may contact me toll free at [redacted] or at my direct line of [redacted] or by e-mail at [redacted] Sincerely, 21st CENTURY CENTENNIAL INSURANCE COMPANY [redacted] ***Senior Customer Relations ConsultantClaims Customer Relations

Please see attached response

To Whom It May Concern:Thank you for notifying 21st Century of the concerns presented to the Revdex.com on April 20, 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 experiencedAccording to our records, we were advised by the customer on April 14, 2015, that her granddaughter was a licensed driver in her householdAs 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 driversHowever, weacknowledge that our communication surrounding the proof of residency documentation needed to reverse this transaction was incompleteWe have removed the customer’s granddaughter from her policy as requestedThe resulting credit of $will be released as a refund to the customer within the next five business daysWe thank you for your time and attention to this matterWe apologize for any inconvenience this matter has causedIf we can be of anyfurther assistance, please contact us by email at ***