Car Care & Repair

Tell us why here...In our evaluation of Mr. [redacted]’s 2002 Kia Optima, we considered the mileage, options, condition and recent maintenance.  We referenced a market valuation report from CCC Information Services, Inc. (CCC), a third party vehicle evaluation company, along with NADA, AutoTrader...

and Kelley Blue Book evaluation websites.  We also obtained an appraisal from ClaimSolution, Inc.  Based on our research, the actual cash value of Mr. [redacted]’s vehicle was $2,995.00.  After adding $209.65 for sales tax, $77.25 for license/transfer fee and subtracting the $500.00 deductible, the net settlement offer was $2,781.90. We maintain our net settlement offer is fair and accurately reflects the actual cash value of Mr. [redacted]’s vehicle.  We also maintain his claim has been handled in accordance with Florida Statute 626.9743 and all other applicable statutes.  Our claims department has discussed the appraisal option as described in the policy to Mr. [redacted].    Should Mr. [redacted] wish to discuss his claim, he may speak with 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 by e-mail at [redacted]
 Sincerely,  21ST CENTURY CENTENNIAL INSURANCE COMPANY  [redacted]

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 records reflect that the renewal policy experienced a premium decrease over the prior term. We regret that this information was not clearly communicated to our customer. Upon review of our policyholder’s interaction with our sales department, we wish to apologize for their unfavorable experience. We acknowledge that his wife maintains a learner’s permit, and therefore does not need to be included as an operator on the policy. As an insurer, it is always our intention to provide excellent service. We appreciate our customer’s feedback concerning the difficulties experienced. 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.

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
records reflect that we neglected to honor the payment arrangement that we offered
this customer. As an insurer, it...

is always our intention to provide excellent service
to our policyholders, and we regret the difficulties that he experienced. After
speaking with this customer, payment was accepted to restore continuous coverage.       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.

September 6, 2016   RE:      Revdex.com File Number:   11677500             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]

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 our customer experienced. Our records confirm that our staff did not properly consult with the insured prior to issuing the new policy for her spouse. Upon learning of the insured’s frustration, the spouse was promptly notified and the new policy was canceled effective its inception date. The customer’s spouse and the co-registered vehicle remained insured until July 27, 2015. The referenced credit was the result of removing the spouse and vehicle as of that date. We 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 Indiana. As 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, 2015. This information may be faxed to [redacted]. We request that the insured include the policy number on all documentation. 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.

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 changing. My address has been the same for the last eight years. I feel the customer service representative made a mistake when I added my new car causing this problem to escalade into the matter it has. They did this before and lucky I caught it before the matter became an issue. Another issue I mentioned was when I called Century 21t insurance regarding an accident that involved me hitting a dog. The representative told me I had to file the claim through my insurance which is false and very inaccurate. I was misinformed when in fact I should have filed the claim through the dog's owner's insurance. The cost of obtaining  false information from my insurance company caused me to pay a deductible of $250.00 (in which I should not have paid) and hurt my driving record. I feel they should be held reliable for their actions the same as I would if I represent false information. 
Regards,

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, 2015. 
Payment in the amount of $91.27 was issued on December 11, 2015.  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. We appreciate the opportunity to respond to this inquiry.As
an insurer, 21st Century strives to keep premiums as competitive as possible
while providing our customers with the...

protection they deserve should a loss
occur. As 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. Our records reflect that the noted premium increase was due
primarily to a statewide rate revision, which may impact a policy regardless of
the claims history. We acknowledge the insured’s frustration over the increase,
in addition to her excellent driving history. We
regret that the insured’s email address was incorrectly modified. This was a
processing error that occurred subsequent to the policy cancellation. However, it
does not appear that the insured’s cell phone was provided as a preferred
method of contact; and as a result, it was not included on the policy file.Our
records confirm that the insured placed a call to our customer service
department to cancel the automobile policy. The cancellation resulted in a
premium credit which was refunded to the insured’s credit card on file. Soon
after the refund was released, the insured informed us that her card had expired
and requested to have the refund issued alternatively. The insured was
correctly advised that her financial institution would have to rescind our
transaction in order to accommodate her request. To expedite processing, we reached
out to the insured with the suggestion that she contact her financial
institution directly. We would like to extend our appreciation for the insured’s
patronage, and it is our hope that all future service needs will be met with
level of customer satisfaction that she deserves.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.

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 requested, we have placed the consumer’s name and address on our Do Not Mail list. Please note that in...

speaking with the complainant it was determined that the mailings they were receiving were from a separate branch of Farmers Insurance Group and not from 21st Century Insurance.   As a member of The Direct Marketing Association (DMA), Farmers Insurance believes in honoring consumer requests when preparing mailing lists. As such, all names that appear on the DMA’s Do Not Mail file, the Fair Credit Reporting Act (FCRA) opt-out file, and our internal requests are suppressed from Farmers Insurance mailings. Most large direct marketing companies are members of the DMA and also abide by the Do Not Mail listings. To be placed on this list or to be removed from future direct mail efforts, we encourage you to visit [redacted]   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.

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 conflicting information that this customer was
provided. Automated Clearinghouse (ACH) payments require a 10 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 caused. If we can be of any
further assistance, please contact us.

Thank you for allowing me the opportunity to respond to Mrs. [redacted]'s concerns.
I reviewed our file and found that Mrs. [redacted] called our office on July 16, 2016 to add her daughter and her vehicle. Mrs. [redacted] was advised that the pro-rated premium for adding her daughter and her vehicle was...

$1,909 for coverage from July 16, 2016 to January 3, 2017. She was also advised that she would have four installments beginning September 3, 2016 of $477.25. We did not receive the first installment of $477.25 on September 3, 2016.
On September 22, 2016, received proof of other coverage for her daughter and the vehicle effective September 20, 2016 and she and the vehicle was removed effective September 20, 2016. The pro-rated premium charge for covering  the vehicle and her daughter from July 16, 2016 to September 20, 2016 was $737. In addition to this balance, the policy was assessed a $5 Late Fee for the missed September installment and a $4 installment fee bringing the balance to $746. This balance for coverage already provided will be spread amongst the remaining 3 installments.
Please feel free to contact me with any additional questions or concerns.

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

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.   A review of our records confirms that our electronic insurance filing was submitted in compliance with...

company and state regulation. We spoke with our customer and provided confirmation of coverage to the court. To improve the customer’s experience we made an accommodation and reimbursed them for the tow expense that they incurred.   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.

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 response is nothing new. I already knew there position, my dispute is that they are not following the guidelines of the Florida Statue listed in the documents provided.  The CCC One Valuation report is flawed and borderline FRAUD per the attached article that describes the tactics of not only this insurance company but most insurance companies, they do not use true comparisons of the insureds vehicle.  To submit that valuation report to me as fact when it does not have true comparisons of my vehicle is in my opinion FRAUD.  Thank you.
Regards,

Thank you for allowing me to respond to Mr. [redacted]’s concerns.On November 9, 2015, Mr. [redacted] called and spoke with our Sales Department regarding a quote he received for automobile insurance with our company. Our representative reviewed the quote with Mr. [redacted] and confirmed that the...

new policy premium would be $575.00 for six (6) months. Additionally, our representative advised that a down payment of $115.00 was required to start the policy, and that the remaining five (5) installments would be $92.00. Mr. [redacted] accepted the quoted premium and made the required down payment of $115.00 to start the policy. Mr. [redacted]’s policy went into effect on December 1, 2015 and was enrolled in our automated payment plan. Five (5) installments of $92.00 were scheduled to be automatically withdrawn on the 15th of each month starting with the January 15, 2016 payment. Unfortunately, our system did not process the automatic payments as scheduled, resulting in an outstanding balance of $460.00 for coverage that was provided up until June 1, 2016. We regret that this issued occurred and have waived the $460.00 balance as an accommodation.Mr. [redacted]’s policy renewed effective June 1, 2016 with a six month term premium of $567.00, which was a decrease of $8.00 over the prior term. The renewal premium was divided into six (6) equal installments of $94.50 that were scheduled to be automatically withdrawn on the 15th of each month starting with the June 15, 2016 payment. On October 18, 2016, Mr. [redacted]’s scheduled automatic payment of $94.50 from his credit/debit card was declined by his financial institution. As a result of the declined payment, he was assessed a $10.00 returned payment fee and a $5.00 late fee. On October 20, 2016, we mailed a cancellation notice to the policy address on file, which advised that we required a payment of $109.50 before November 9, 2016.On November 2, 2016, Mr. [redacted] called and spoke with our Customer Service Department. Our representative advised that the minimum payment required to prevent the policy from cancelling was $109.50, and that once paid there would be a remaining payment due of $94.50 for the November installment. Mr. [redacted] authorized a payment of $204.00 to satisfy both the past due balance and the November installment. We appreciate Mr. [redacted] bringing his concerns about the level of service he received from our representative to our attention. We recognize that our commitment to providing a positive customer experience was not met, and we sincerely apologize for any inconvenience this caused.Mr. [redacted]’s policy is currently paid in full for coverage provided up until December 1, 2016. Mr. [redacted]’s upcoming December 1, 2016 renewal premium is $924.00, which is an increase of $357.00 over his current term. This increase is due to Mr. [redacted]’s May 18, 2016 traffic conviction for Failure to Obey a Stop Sign. We would be happy to perform a review of Mr. [redacted]’s policy for possible ways to reduce his premium. This review is best done over the phone so we can discuss and review his policy details with him. Mr. [redacted] can contact one of our knowledgeable, licensed Customer Service Representatives at [redacted] for assistance with a policy review.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]

As stated in our original response, we maintain our bodily injury settlement offer of $1,433.19 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 2013 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]
[redacted]
[redacted]  [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.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.

To Whom It May Concern:  Thank you for notifying 21st Century of the follow-up concerns presented to the Revdex.com. We appreciate the opportunity to respond to this inquiry.  We sent a new written response to our customer today. We reconfirmed that they updated their address in March when they added a vehicle. The two questionnaires had to be mailed and were sent to the new address without any response. The 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 requirements. They 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 caused. If 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.com. We appreciate the opportunity to respond to this inquiry. As 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 Century. The customer had accepted the policy premiums by providing payment for the coverage. As 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 caused. If we can be of any further assistance, please contact us.