Business Profile

Auto Insurance

21st Century Insurance

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Complaints

This profile includes complaints for 21st Century Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

416 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/30/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
3 car accident April 28, 2024. Case # 24-200015. Claim # of at fault report TSF01011129. I am reporting 21st. Century Insurance for this not being resolved. I have lost my vehicle, 2 hospital bills to pay out. Am reporting the time it has taken, no communication, ignores e-mails and calls. I give up, but hope this will help me. Thank you
Business Response
Date: 09/05/2024
We
appreciate you taking the time to let us know how we are doing and we are sorry
to hear about your dissatisfaction with the handling of your claim. Could you please provide the 21st Century claim number, so we can look into this matter for you. Thanks!
Initial Complaint
Date:07/01/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our cars were insured with 21 Centry for years with autopay. 21 Centry transferred us to Toggle with not my awareness. We were charged about 710$ on 12/30/23 for the next 6 months' insurance. Toggle automatically enrolled us in paperless. We did not know our policy and we did not have an insurance card till Farmers charged another 785.76$ on 6/30/24.
I was very unhappy about this and canceled the policy with Taggle immediately. But they only refunded 734.00.
We do not use even one day with Toggle's next policy. They should refund me in full.
Business Response
Date: 07/02/2024
To Whom It May Concern:

Thank you for notifying Toggle Insurance of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.

We responded by email to the customer addressing the situation.

We thank you for your time and attention. If we can be of any further assistance, please contact us.

Sincerely,

Toggle Insurance

Customer Answer
Date: 07/13/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.

But I am still waiting for the remain 1.76 to be refunded.

Regards,

Complaint ID: 21924384
Initial Complaint
Date:06/07/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 5, 2024, I went online to upgrade my insurance policy. It said it needed to charge me $1.94 for the upgrades to take effect. The next day (June 6) I receive an email saying that the charge of $1.94 was declined and that my insurance will be canceled on June 5 if a payment is not made. I called and multiple agents let me know that I only need to pay $1.94 however we were using multiple different cards and all of them were declining. I was on the phone with them for over an hour. She asked me to hang up and she would return my call. Come to find out they were trying to charge me $128. She never returned my call. I woke up the next morning (June 7) to an email saying my policy was canceled. When I called they said I need to make a new policy and they are quoting me $139 instead of my original price which was $113 before the upgrade and $117 after the upgrade. When the agent tried to do it on his end he just hung up the phone. I am extremely upset and now uninsured.
Business Response
Date: 07/24/2024
To Whom It May Concern:

Thank you for notifying Toggle Insurance of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.

We sent the customer an email addressing his concerns.

We thank you for your time and attention. If we can be of any further assistance, please contact us.

Sincerely,

Toggle Insurance
Initial Complaint
Date:05/12/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A car collided with mine in a parking lot on March 20, 2024, and the other parties' insurance (21st Century) deemed them at-fault and accepted liability for the loss (in an email to AMICA on March 22). 21st Centuries' claim number for this is 5028991932. 21st Century is underwritten by Farmer's Insurance Group.

On April 23, I sent a copy of the bill for my out-of-pocket expenses for the car rental I had to get while getting my car repaired ($945.66). There's been no movement on getting this reimbursed despite multiple emails, and all I hear from the 21st Century rep (********************************om) is that their sub rep is supposed to be paying this. When I ask who that person is, I get no response. This is the typical unhelpful, "hope that giving a run-around to waste time will make the other person give up" tactic, and there's no reason for it. If anything, there should be a penalty for acting in bad faith.

CA law says the party not at-fault is entitled to a rental car that's comparable to the one they needed to get repaired. The car I rented was at a lower level (and wasn't even considered a "special" category at the rental company, which is what a comparable car supposedly would have been, according to Enterprise), so there should have been no problem in getting this $945.66 reimbursement immediately and fully (including all taxes and fees).
Business Response
Date: 05/13/2024
We are pleased to confirm a payment in the amount of $945.66 was issued on May 10, 2024, for your out-of-pocket rental expenses.
Customer Answer
Date: 05/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
It's May 24 and I still haven't received the payment.

Regards,
Complaint ID: 21701020

Business Response
Date: 06/04/2024
We appreciate you taking the time to let us know how we
are doing, and we are sorry to hear about your dissatisfaction with the handling
of your claim. We take the customer experience seriously and we will
provide this information to the officer over our Claims
operation to ensure you are contacted to discuss this matter further.
Initial Complaint
Date:04/10/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have switched away from Farmers insurance and there is a balance of $19.44. Farmers Insurance will not allow me to make the payment over the phone and they have directed me to online payment which is not working. They are threatening me that they will engage the collection agency for further action. How am I supposed to make the payment if they don't want to take the payment from me?

Farmers insurance is mad at me that I have decided to go with other, much better insurance and now they are giving me hard time because they can. This practice should be illegal.

Farmers Insurance claims that I owe them $19.44. Okay, I am willing to pay there is no need to giving me hard time. I left Farmers Insurance, no need to mean.

If they are not willing to take the payment, how am I supposed to pay the final bill?
Business Response
Date: 04/12/2024
Please see attached response to customers concerns. Thank you.
Customer Answer
Date: 04/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.

**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

Regards,

Complaint ID: 21558351
Initial Complaint
Date:03/19/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This has been the worst claim experience I've ever had. ****** * is about the worst, most unprofessional person I've ever dealt with.I can not believe ****** and her team,including supervisors,are allowed to operate like this and still receive paychecks.This is a very simple bumper to bumper claim who the other party already accepted fault from day one.I first contacted ****** F in October regarding the claim and sent over all the requested information.After leaving ****** F three voice messages regarding the claim.A month later I get the first ignorant response through a text asking me if I want my car fixed or should she close the claim.I expressed my dissatisfaction and requested to speak to a superior.I did get a call from somebody who wasn't ************* supervisor and I was promised the other parties information which that person never sent it after promising.
However, I got that information later from ****** and decided to go with my own insurance and sent ****** F the bodyshops information.Once again almost a month later I get another ignorant text from ****** F, asking me if I wanted my car fixed or should she close the claim..I advised her my last text to her was the shops information. And then she claimed that shop isn't in her network and I found that hard to believe since my RV was being repaired at that very shop through the same insurance. So I asked for her superior again and this time her apparently useless supervisor contacted me and promised me she will contact the shop and exchange the necessary information. I did confirm with the shop that all the pictures were sent and contact had been made. Three months later ****** F and her team prove everything I've called them in this complaint form and asks me the same ignorant question "if I want my car fixed or should she close the claim"..At this point I have no doubt that ****** is either racist, sexist and needs a serious evaluation. I would hate to have to take legal actions and cancel my policy.
Business Response
Date: 03/25/2024
We are in receipt of your inquiry regarding Mr.
Sarraf’s concerns with the handling of his claim. We appreciate the
opportunity to review and respond.

Our file reflects that the claim manager has
reached out to Mr. ****** directly to discuss the concerns outlined in his
inquiry, confirmed that his deductible will be reimbursed and explained next
step in the claim repair process.

Should Mr. ****** have additional questions
regarding his claim, we would encourage him to contact the claim manager to
discuss the matter further.
Initial Complaint
Date:02/15/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have auto and home insurance with Farmers Insurance in FL. Farmers has decided to no longer insure in FL, and I got notices in the mail stating that auto would end 2/28 and home would end 3/14. Optional policies for both auto and home were offered through different companies. I reviewed the new quotes and because my rates for both would have doubled, I decided to purchase insurance elsewhere. On 2/2, I purchased auto insurance from Progressive. When I went on the Farmers website to get contact info to cancel my current policy effective immediately, I saw an auto policy with Bristol West (a subsidiary of Farmers) that would be effective to start 2/28. I attempted many times to contact Mr. *********** and one of his associates Alexis Martin, by email, phone, and via the Farmers website to inquire about this policy. They never responded to any of my attempts at contact. I then called the main Farmers number and found out that unbeknownst to me, Jon *********** signed me up for an auto policy with Bristol West. I was told it was something I was supposed to have opted out of had I not wanted it. Farmers cancelled my existing auto policy that was ending on 2/28, but they said they could not assist with cancelling the Bristol West policy that would start 2/28, and only the local Farmers agent could do it. They tried reaching out to him while I was on the phone on 2-3 different occasions and each time said they couldn’t reach him. I then called Bristol West several times. Each time I was told over and over I could not cancel the policy on my own and *** ********* had to do it. And then no follow up from Jon *********** again. I finally called Bristol West again yesterday and after much demanding and me in tears the policy was cancelled internally. I am fearful now that I have home insurance with Slide, that *** ********* may have signed me up for, again without my knowledge. That is something I am looking into today. Without any assistance from *** ********* or his team.
Business Response
Date: 03/04/2024

Case:
21296508

To
Whom It May Concern:

Thank
you for notifying Farmers of the concerns presented to the Better Business
Bureau. We appreciate the opportunity to respond to this inquiry.

To
protect confidential consumer information, we do not disclose information about
our review. We have been in contact with the consumer to address their specific
concerns in the complaint above.
Customer Answer
Date: 03/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.I requested a copy of the opt out form that I was supposedly to have signed had I not wanted Farmers to sign me up for policies with other providers once they stopped insuring in FL. I was told they could not find one for my account and they provided a blank one. Now I want confirmation that there are no outstanding auto or home policies put in place by Farmers without my permission.
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

Regards,
Complaint ID: 21296508

Business Response
Date: 03/13/2024
To Whom It May Concern:
After our review we have found no additional home or auto policies within the Farmers Group of Companies. And all previous policies are out of force.
Initial Complaint
Date:02/02/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have an auto insurance policy, underwritten by 21st Century, managed by their affiliate Toggle, which is a Farmers Insurance company. I am trying to pay my premium, which the bill states is due today. 1) I logged into my account on the gettoggle.com website, and it says my account is past due when the due date is supposed to be today, 2/2/2024. I tried to pay my premium entering my credit card info, but the website button to proceed is disabled. So, I cannot complete my payment. 2) Their phone number 855-864-1430 gives a voice message saying they are busy, and it suggests to login to pay. Then it hangs up and does not even allow one to wait on hold for a representative. 3) The chat help system also is unable to process a payment, and tells me to call the number. The attached chat also shows the representative saying I had to pay the day before the due date! 1) Website, 2) Phone, and 3) Chat do not enable me to pay my premium. There is no way to contact a person to pay through the phone number, as they do not even put you on hold; they just hang up. All three ways of contact do not allow me to pay my premium online or over the phone. I do not wish to wait for the delay of a check in the mail. I want to ensure I have auto insurance coverage while their system is not enabling me to pay my premium. I pay all my bills on time. This is ridiculous.
Solution: 1) Toggle must fix its website to enable to people to pay their bill online.
2) Toggle/Farmers/21st Century need to honor my insurance coverage during this period while they are not enabling to pay my premium online or over the phone.
Business Response
Date: 02/07/2024
To Whom It May Concern:

Thank you for notifying Toggle Insurance of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.

We sent an email to the customer addressing her concerns.

We thank you for your time and attention. If we can be of any further assistance, please contact us.

Sincerely,

Toggle Insurance
Initial Complaint
Date:12/06/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We cannot get an agent on the phone and we've been trying for a few months now. The annual mileage for each of our cars is incorrect and needs to be adjusted. And our renewal policy also has this incorrect annual mileage.
Business Response
Date: 12/26/2023
To Whom
It May Concern:

Thank you
for notifying 21st Century of the concerns presented to the Better Business
Bureau. We appreciate the opportunity to respond to this inquiry.

Responded
to customer to assist with updating their policy.

We thank
you for your time and attention. If we can be of any further assistance, please
contact us.

Sincerely,

21st Century
Insurance Company
Customer Answer
Date: 01/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

My billing issue has not been resolved. I received an email from a 21st Century agent. I replied to them with info but got an Automatic Reply that they're out of the office till January 8th. So I'm waiting to hear back from them. That auto email is attached.

Regards,
Complaint ID: 20969558
Business Response
Date: 01/16/2024
To Whom
It May Concern:

Thank you
for notifying 21st Century of the concerns presented to the Better Business
Bureau. We appreciate the opportunity to respond to this inquiry.

Responded
to customer and assisted with the updates requested.

We thank
you for your time and attention. If we can be of any further assistance, please
contact us.

Sincerely,

21st Century
Insurance Company
Initial Complaint
Date:09/25/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We've had our car insurance through 21st Century Insurance for almost 40 years and had previously never had a problem, however, because of a recent claim, which is being handled by their parent company, Farmers Insurance, I needed to contact them to get a copy of our original policy which is not available online (only a declaration page and amendments are available). I've tried over several days to call their customer service and have been on hold each time for hours, even being disconnected when it got close to their closing time. They don't have any way of leaving a message or a callback number - they do not have an online contact form or chat and they no longer have a local office to even visit. Speaking with Farmer's representatives, they have the same problem getting through. This is a ridiculous way to do business and being an insurance company, they should be required to be available to customers.
Business Response
Date: 11/22/2023
To Whom It May Concern:

Thank you for notifying 21st
Century of the concerns presented to the Better Business Bureau. We appreciate
the opportunity to respond to this inquiry.

Review found that we previously
spoke to our insured and provided the documentation that they requested. We
sent an apology email for our delayed response and we confirmed the outcome of
the previous contact.

We thank you for your time and
attention. If we can be of any further assistance, please contact us.

Sincerely,

21st Century
Insurance Company
Customer Answer
Date: 11/22/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.

Regards,

Complaint ID: 20652870

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21st Century Insurance is NOT a BBB Accredited Business.