Car Care & Repair

Thank you for your letter received on July 23, 2014, regarding the above referenced claim with our companyIn her inquiry, Ms*** noted concerns with our handling of her claimWe appreciate the opportunity to review the matter and respond.Our review confirms the claim was filed reporting
damages to Ms***'s windshieldReview of the claim confirms we have created an estimate for damages totaling $1, and have issued a $settlement under the claim after the $policy deductible was subttacted Please note our estimate is for non-OEM parts as Ms***'s policy does not provide coverage for OEM parts Furthermore, Ms***'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*** has any additional questions regarding this claim, she can contact Claims representative *** *** ** ***) *** ** Claims Manager *** *** ** *** *** Should you have any additional questions about this response, you may contact me at my direct line of *** *** ** ** *** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was over charged over $2,per year as compared to *** *** *** *** Insurance quotes. I would like to be reimbursed. The above response does not address the complaint, which is simply why have they charged me over $2,more per year then what I'm paying now for similar coverage? Regards,

September 22, RE: Revdex.com File Number: Regarding: *** *** Policy Holder: *** *** Claim Number: *** Loss Date: August 10, We are in receipt of the additional inquiry from *** ***After review of the additional information, our position remains unchanged Ms*** makes references to the specifics of the damages to both vehicles, however, the damages noted do not support one person’s version of the loss over the other person’s version. Our policy states that we will pay in the event that our insured is found to be legally liable for damages. Based on our investigation of the statements and photographs, we determined that Ms*** was at fault for making an unsafe lane change If Ms*** should have any further questions at this time, she may contact Claims Supervisor Claims Supervisor *** *** ** *** *** ** *** *** *** *** ** *** *** Sincerely, 21st Century Insurance Company *** ***
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*** *** *** Tell us why here

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.We contacted our customer by telephone and discussed their concernsThe policy review found that they updated
their address in MarchThe two questionnaires had to be mailed and were sent to the new address without any responseLikewise, the Notice of Refusal to Renew was sent to the new addressThey were properly advised that the claim was subject to their comprehensive coverage deductibleWe are providing a written response to them.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: 199951 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 the customer experiencedAccording to our records, the named insured called our office for the purpose of adding her husband and his vehicle to the policyDuring this call, the insured disclosed that her husband maintained a conditional driver’s licenseThe insured’s husband was added to the policyUpon underwriting consideration and in accordance with our company guidelines, which require that all insured drivers maintain a fully valid U.Sdriver’s license, the policy was set to non-renewThe insureds may be eligible for automobile insurance through another insurer or under their state Automobile Insurance Plan. 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

Ms*** wrote regarding the bodily injury settlement for an October 23, 2014, accidentWe received an Assignment of Benefits and Contractual Lien signed by Ms*** from *** Health & Wellness that stated when a settlement was reached a check would be issued to their office for Ms
***’s outstanding balanceThe settlement release Ms*** signed was for the total amount of her bodily injury claim$was owed to *** Health & Wellness, Incand the balance issued directly to Ms*** for x-rays ($215.76) and pain and suffering compensation ($500)Based on our review, payment for this claim was issued correctlyIf Ms*** has any other questions, she may contact Supervisor *** *** at *** *** or Manager *** *** ** *** *** Sent on: 5/15/2:58:PM

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 review found that the customer’s daughter was added to their policy rating when a questionnaire generated by our
underwriting department failed to be addressedBased on information later provided by the customer, the daughter was appropriately removed as requestedWithin this time frame, our records indicate that difficulties occurred drafting funds from the customer’s automatic debit account, which resulted in increased monthly amounts for the remaining installments in the policy termFurther review found that an e-mail was sent to the customer outlining their new premium, billing balance, and the amount of their next payment dueFollowing receipt the customer paid the installment as requestedTo provide additional assistance, we have offered to contact the customer’s banking institution via conference call in an effort to gather further information surrounding the automatic debit issue that occurredWe 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

Claims Representative *** *** evaluated *** ***’s bodily injury claim and offered him $1,to settle his claim in a letter dated June 29, After Ms*** received documentation from Mr*** on August 26, 2016, regarding his lost wages, she reviewed it and increased
the offer to $1,with $set aside for one chiropractic visit to be paid directly to Mr*** upon receipt of the medical bill and signed release. We regret any frustration Mr*** has experienced during our handling of his claim We also maintain our settlement offer of $1,is fair based on the information and documentation contained in our claim file Should Mr*** have any questions regarding his claim, he may speak with Claims Supervisor *** *** ** *** ***
Please feel free to write or call me toll free at (*** *** *** ***, should you have any questions.Sincerely,21ST CENTURY INSURANCE COMPANY*** *** *** *** *** ***
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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 *** 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, 2016. 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.com. When 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 review. We 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

I appreciate the opportunity to respond to Mr*** concerns
I reviewed our file and found that the collection balance of $is correctMr*** 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*** 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 undeliverable. The policy canceled effective October 5, 2011 and we mailed an earned premium billing notice
We did not have any Customer Service contact with Mr*** on this policy until March 30, 2016, nor did we receive a written request for Mr*** to cancel the policy or correspondence advising that the vehicle was sold at any time prior to March 30, If Mr*** 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*** once valid documentation is received

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 inquiryIt is always our intention to provide excellent service and we regret the difficulties our customer experiencedReview
shows the policy was enrolled in a six-pay bill planThe fourth installment was required by December 15, When timely payment was not remitted, a notice of cancellation was mailed requiring both December’s and January’s installmentsDecember’s installment was subsequently received on December 21, 2016; however, as it was less than the amount payable, the insured was promptly re-billedRegrettably, when payment was not received by the required due date, the policy expired for non-payment of premiumWe have confirmed the appropriate documentation was provided and the cancellation was completed in compliance with company and state regulationsWe 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
Sent on: 1/30/3:43:PM
Sent by:

We reviewed the inquiry from Ms*** regarding the April 18, 2015, auto accident and appreciate the opportunity to review this matter and respondUpon receipt of the inquiry, Claims Manager *** *** spoke with Ms*** and explained that our investigation supported we paid for the
damages that we were responsible for in the accidentWe spoke with the driver’s, reviewed the police report, and vehicle photographs When we received the request to reimburse the insurance company of one of the other driver’s vehicle damages, we reviewed the damages and estimate and because the damages were consistent with the facts of this accident, we reimbursed the insurance companyWe sent correspondence to Ms*** on August 25, 2015, to notify her we had resolved the liability claimsWe regret Ms*** was not aware of the outcome of her claimAfter we received a message from Ms*** in late December 2015, Claims Representative *** *** contacted her and attempted to explain the reasons for the decisions made on the claimShould Ms*** have any additional questions regarding the claim, we encourage her to contact Claims Manager *** *** at *** ***We also followed up with our policy services department regarding Ms***’ policyThe change in premium was due to the at fault accidentBased on our review, the decision made on the claim was appropriate and based on the information obtained during the investigationSent on: 12/31/4:18:PM Sent by:

Thank you for your inquiry filed by Mr*** 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***'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*** and the claim was closed.Upon receipt of Mr***'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, *** ***, 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 *** *** was the driverAlthough Mr*** 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*** has been advised of this adjustment and our correction of the claim recordThis matter is now resolved, but we apologize fot any inconvenience Mr*** experiencedShould you have questions :regarding this letter, you may contact me toll free at (*** *** *** *** *** ** *** *** ** ** *** **
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To Whom It May Concern: Thank you for notifying Farmers 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 and we apologize for any miscommunication that may have
occurred regarding the commencement of coveragePer the insured’s request, we have retroactively cancelled the policy effective August 30, The outstanding balance has been cleared from his file and the account has been appropriately removed from collectionsWe thank you for your time and attention to this matter, and we apologize for any inconvenience this matter has causedIf we can be of any further assistance, please contact usSent on: 3/15/12:48:PM

Case: 201590 To Whom It May Concern:Thank you for notifying 21st Century of the concerns presented to the Better BusinessBureauWe appreciate
the opportunity to respond to this inquiry.As an insurer, it is always our intention to provide excellent service to ourpolicyholders, and we regret the difficulties that the customer experiencedAspart of our standard, new business procedures the consumer was asked tocomplete an underwriting questionnaire for the purpose of validating vehicleuseWhen timely response was not received, the annual mileage for the insured vehicleswas adjusted to reflect the national average for non-retired operatorsThe insuredsubsequently provided the requested information and the policy has been restoredto the original six month premiumThe insured’s refund of $13.54, will bereleased within the next five business days.We thank you for your time and attention, and we apologize for any inconveniencethis matter has causedIf we can be of any further assistance, please contact us

We thank you for the opportunity to review the follow up and respondMr*** has expressed his continued displeasure with the amount he received for his out of pocket rental expenses. A contact letter was sent to Mr*** prior to the start of his rental on January 23, which advised him to minimize rental car expenses. Mr*** spoke with Ms*** on March 13, regarding his deductible and out of pocket rental expenses at which time he was advised that payment for reimbursement of his deductible was sent to his insurance company and he should be receiving payment soon after. He was also advised to provide his rental bills as rental was considered as part of the damages owed, however optional coverages such as damage waiver, personal accident insurance, or fuel charges were not specifically discussed. Payment was issued for the full number of requested rental days as well as applicable taxes and feesOur policy for rental does not cover optional coverages such as damage waiver, personal accident insurance, or fuel charges, as these were not incurred as a result of our customer’s negligenceTo reiterate, our claims office reached out to Mr***’s insurance carrier and confirmed that his policy coverage would have transferred to the rental vehicle and explained that policyholders are informed of this when discussing out of pocket rentalsOur claims office has attempted to contact Mr*** by telephone to discuss the rental reimbursement payment issued and his concerns further. A letter requesting contact has also been sent. We apologize that we are unable to provide a more favorable response to Mr***, however it is our position the actions taken by the claims office are appropriate. If Mr*** would like us to review additional information that may support any increased rental payments he can contact Claims Supervisor *** *** ** *** *** If you have any questions, we encourage you to contact Claims Supervisor J*** *** ** *** *** or Claims Manager *** *** ** *** ***

December 31,
Revdex.com Complaint Department:
RE: Department case number: ***
Farmers Claim number: ***
Farmer's Policy number: ***
Loss Date: December 9,
NAIC Code: ***
We are in receipt of additional correspondence from the complainant advising he does not accept our response. We maintain this claim was handled properly and the complainant is responsible for paying his deductible
Should you have any additional questions, you may contact me toll free at *** *** *** *** ** ** *** *** ** *** *** ** ** *** ** ***
Sincerely,
21ST CENTURY CENTENNIAL INSURANCE COMPANY
*** *** *** ***
Senior Consultant - Claims Customer Relations

Our roadside assistance department spoke with Mr*** upon receipt of his inquiry dated September 2, Mr*** stated he was concerned because when he called in September 2015, for service he was told he had reached his five towsWe reviewed the roadside assistance claims for Mr*** and
confirmed he had reached the maximum number of tows allowed under his policy. Should Mr*** have any further questions, we encourage him to contact Claims Representative *** *** ** *** further assistance

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 inquiry. As 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 records, the policyholder’s request to update their account with a new payment source did not occur, which caused the policy to non-renewWe 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

November 9, Revdex.com Serving Delaware Reads Way New Castle, DE Delivered uploaded to: Revdex.com of Delaware Complaint Hub *** *** *** ***
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*** *** *** Dear Revdex.com Serving Delaware, We are writing in response to your correspondence dated November 2, 2016, wherein Ms*** *** outlined her disagreement with our response to her claim related concerns. As outlined in our initial response, named insured *** *** contacted us on December 2, 2015, and advised they disagreed with the outcome of our investigation; therefore, we agreed to take have another adjuster reexamine and further investigate the claim as part of our reconsideration process. Even though we made several attempts to work with Ms*** and obtain her recorded interview between early December and March 30, 2016, she did not respond to our offer to complete an additional investigation of her claim; therefore, we reaffirmed our claims decision based on the information we obtained between October 31, 2015, and December 2, 2015. Furthermore, we acknowledge Ms***’ dissatisfaction with our investigation of her claim and that she believes her questions have not been answered; however, we have reviewed her claim and confirmed the decision(s) made on her claim took into consideration all information provided to us and/or which was discovered during our investigation. We also respectfully disagree with her statements regarding no investigation being completed and her implication we broke any law(s) in our investigation of her claim. In response to Ms***’ statement that she will continue taking her concern to the highest levels possible until the at fault decision is removed from her record, we ask that she contact us so we can complete our reevaluation and reconsideration of her claim. As previously advised, Ms***’ claim is currently closed and if she would like to proceed with our reconsideration of her claim, we ask that she contact Claims Supervisor *** *** ** *** *** ** *** *** *** *** *** *** ** *** *** *** *** Once again, we appreciate the opportunity to review and respond to Ms***’ concerns and ask that she contact us so we can complete our reevaluation and reconsideration of her claim. Sincerely, *** *** *** ***
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