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Business Profile

Auto Insurance

21st Century Insurance

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Insurance.

Complaints

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

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/25/2023

      Type:Billing Issues
      Status:
      Answered
      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 been trying to reach a representative for a month. Double payment was taken from my account in error and then my policy was cancelled. It is nearly impossible to reach anyone. I have been on hold for about 1 hour and give up. I have also emailed with no response. I need to have a representative reach out to me ASAP to resolve this matter. A subsequent payment should NOT have been due until June when the renewal was due. Im beginning to believe there are no representatives available.

      Business Response

      Date: 06/05/2023

      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.

      We reviewed and our Customer Service Team had assisted our
      customers. We sent a confirming email.     

      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:05/22/2023

      Type:Billing Issues
      Status:
      Answered
      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 did not received my april 2023 bill in the mail. I have done a change of address with the postal office. I tried contacting 21st Century Insurance customer service phone *** *******0 5 different times and I have been put on hold for more than an hour then phone gets disconnected. I tried paying my bill by phone with automated attendant, but It did not go through as my zip code has changed. I received an email that my payment is late. I did respond to this email telling them the situation. That I have moved (gave my new address) and I have not being able to pay my bill as I have not received it, I am not able to communicate to customer service as they dont respond, I tried paying and did not go thru as I moved and zip had changed and also tried answering their email demanding payment, but I got email back telling me no one reads this email. On april 14, 2023. My 6th time calling and 9 time trying to pay my bill. I waited two hours on hold then attendant Felicia came to line. After I explained that i have tried and tried and finally sent my check for april 2023 bill to an address i came across 21st century payment processing center, pobox 894722, Los Angeles 90189.(but was not sure of the got it). Felicia apologozied over and over and told me that they have cancelled my insurance. I say why? I said It is your fault I can not comunicate to pay. She assured me that it would be reinstated inmediately and that I would get a phone call confirming all this. I told her this is abusive and cruel to have an elderly person on the phone waiting for more than 2 1/2 hours and she could not even confirm that everything was fine from now on and i would be getting my bills. She said she have to speak with supervisor.

      Well it is may 22, 2023 and I am still without any confirmation of my policy, I HAVE NOT RECEIVED MY BILL FOR THIS MONTH AND I TRIED CALLING AGAIN TO KNOW THE STATUS OF ALL THIS AND THERE IS NO WAY TO GET ANYONE ON THE PHONE. THIS IS ABUSIVE, CRUEL AND LACK OF RESPECT FOR CUSTOMERS. I HAVE BEEN A CUSTOMER SINCE 2010 AND DO NOT DESERVE ALL THIS HARASSMENT. WHERE IS MY BILL? WHAT IS THE STATUS OF MY POLICY, CHANGE OF ADDRESS ETC. SOMEONE NEEDS TO DO SOMETHING!!!

      This is NOT the first time 21st Century plays this games!!

      I should not have to be affected by your incompetence!!

      Business Response

      Date: 05/25/2023

      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.

      Spoke with our customer and updated their policy.
      Mailed and emailed requested information to insured.

      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: 06/08/2023

      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.


      Dear BBB, I received your message that you will be closing the complaint#20091993 as you have not heard from me. I have been waiting for a resolution with 21st Century car insurance to no avail. On May 25, 2023 Mr ****** from 21st Century called me and I explained the situation that I have been trying to contact them by phone, email, even mail and no one has responded or help with my change of address and billing. Mr ****** talk, talk and talk and laugh but did not give any conclusion of when was i supposed to get my bill as it is due on June 17, 2023. Today, June 6, 2023 21st Century sent me my new ID card and policy declaration but NOT BILL!!. again how difficult is it to make a change of address with 21st Century Insurance and get my proper billing ( I have been trying since April 2, 2023 to no avail.) I need to pay this bill as Mr. ****** told me before June 17, 2023 or it will be cancelled the insurance. I am extremely upset, unhappy and concern about my insurance coverage with all this irresponsibility. I just immediately emailed Mr. ****** telling him my concern again and to please send billing right away. It should not be this complicated!! I received and automated email telling me to contact other people and other phones from Farmers Insurance as he is not in his office until June 8, 2023. I should not and I will not contact anymore people for this. I have not only keep wasting my time trying to resolve this. All this is affecting my health. I have wasted days at end trying to contact them This behavior is abusive, irresponsible, unprofessional and does not make sense at all. All I want is my bill so I can send the check with my payment. Please help!

      Regards,
      Complaint ID: 20091993
       


       
       

      Business Response

      Date: 06/08/2023

      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 initially and had bill sent. Sent new email today with bill and also requested
      that the bill be sent expedited ot that they receive it on Monday June 12, 2023. Also offered to assist customer to pay via phone.

      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:05/17/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      Trying to reach representative. Over the last 3 days no one picks up phone. Held for 1 hour 5 minutes with no response. Tried website email and response was, that is no longer a valid address. I will be traveling and want to check my coverage. Very concerned that I can’t reach anyone. Is 21st century still in business???

      Business Response

      Date: 05/18/2023

      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.

      We sent an email to provide assistance to our customer.

      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: 05/23/2023

      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: 20072789




       


       


       

    • Initial Complaint

      Date:05/16/2023

      Type:Billing Issues
      Status:
      Answered
      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 need to update our auto policy for 2 vehicles, 1 new vehicle. I’ve been their customer for years but never experienced this before. After multiple attempts of reaching them hours on hold with no answer. Any time soc the day the automated system tells you the line is very busy. They are unreachable!!
      I even tried to call the their claims department to get hold of a live person. She apologized and connected me through escalated line but the automated system told me there was nobody to take my call and call got disconnected.
      Very frustrating. Someone needs to check with this company’s head office. Do they still have a customer service? Please help.
      Thank you!!

      Business Response

      Date: 05/22/2023

      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.

      Responded to our customer via email and confirmed their
      recent policy change.    

      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:05/16/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 cannot reach a customer service representative to update my policy. I have been unsuccessfully trying to reach someone by phone for the past two days, and have waited on hold for over an hour multiple times. There is no way to update my policy (I wanted to add a vehicle) from the website, only by phone. I'm paying this company a lot of money and am extremely frustrated that they are essentially unreachable.

      Business Response

      Date: 05/22/2023

      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.

      We replied to our customer via email and confirmed
      their online changes.   

      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: 05/23/2023

      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: 20064908




       


       


       

    • Initial Complaint

      Date:05/16/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      About a month ago I had my debit card breached and someone tried using my card, so my bank cancelled it. Shortly after I attempted to contact 21st Century to update them with my new card information, since I was signed up with autopay but was unable to get through to anyone. Later that week I received a text message telling me that if I didn’t reach out to them to make a payment my insurance would be cancelled. I have now been trying to reach them for over three weeks…no one answers, after being on hold for over 40 minutes…I have also sent two emails, to which they have responded that someone “will be reaching” to me but I am yet to hear back. It should not be this difficult to pay my insurance

      Business Response

      Date: 05/23/2023


      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.

      We spoke with our customer and assisted them. We then
      sent them a confirming email.

      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:05/15/2023

      Type:Billing Issues
      Status:
      Answered
      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’ve been trying to get in contact with a representative for weeks and am unable to do so. I am placed on hold exceeding 40 minutes. When I messaged the email address provided, I get a response saying that no one monitors the inbox. When I called the claims department they answered and transferred me to the “escalation line” and the call was dropped. I just need to update my driving record on my auto policy

      Business Response

      Date: 05/16/2023

      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.

      We reviewed the policy and spoke with our customer. We explained
      what was needed to resolve their concern and they are providing it. We sent an
      email response to our customer.

      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:05/12/2023

      Type:Billing Issues
      Status:
      Answered
      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 have auto insurance with 21st Century Insurance, and have been trying to remove a car from our policy for weeks now. The car was totaled a year ago in an accident that they handled the claim for (we weren't at fault), and yet they haven't removed the car from our policy and are still charging us.

      We have attempted multiple times to remove the vehicle via the website but it says we can't do that. I've called the company more than 10 times and waited on hold for two hours, but no one ever answered. My husband and I have both emailed the company and received an automatic response saying someone will get back to us, but no one ever emails back. Our emails of complaint are ignored.

      At this point, we're paying for a car that we haven't had for a year, and have been unable to increase our coverage on our other car or add our daughter as a driver. It's as if this company has disappeared from the face of the Earth, except that they're still charging us for their services! We need help in getting our car removed and getting in touch with an actual person at this company. This is the worst customer service I have ever experienced!

      Business Response

      Date: 05/16/2023

      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.

      We reviewed the policy and spoke with our customer. We
      responded to our customer providing our resolution via email.

      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:05/05/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      Customer Service is no existant on the phone or via email.
      Emailed 21st 4 times in regards to charges on my account and have not received a response since March 28, 2023.
      Called them numourous (6) times and was on hold for 30 minutes to 1 hour and 15 minutes with no answer.
      Today, so far, after advised 15 minute wait, 35 minutes so far.
      Their claims and billing departments seem to be meager at most.
      And this company is part of a bigger insurance company, Farmers.
      This business needs a lot of help!

      Business Response

      Date: 05/12/2023

      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.

      We reviewed the policy and spoke with our customer
      resolving the matter. We sent a confirming email.

      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: 05/15/2023

      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: 20022453




       


       


       

    • Initial Complaint

      Date:05/04/2023

      Type:Billing Issues
      Status:
      Resolved
      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 have been a customer with 21st Century Insurance for nearly 35 years and have never had an issue getting a hold of a representative, until recently. For the last two months, I have emailed 10+ times stating that I needed assistance with an update to our policy, never once was the email returned. I've also tried calling numerous times only to get the same generic message that they are experiencing a high number of calls and it's a minimum 20 minute wait time, only to be left on hold for over an hour, and then it hangs up. Due to the fact that I can no longer get into contact with a human from 21st Century Insurance, I have have decided to terminate my policy effective immediately, (April 28, 2023). I mailed in a termination letter on April 28, 2023 to the corporate office of 21st Century... 3 Beaver Valley Rd., Wilmington, DE 19803-1124. I have already secured a new auto insurance policy with California Casualty. Can you please find a way to get a hold of someone at 21st Century so my policy can be cancelled?
      Thank you,

      Business Response

      Date: 05/09/2023

      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.

      We reviewed the policy and secured the necessary
      information from our customers to process their request. We confirmed that the
      transaction was completed and provided them with confirmation of the same.

      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: 05/11/2023

      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: 20021056




       


       


       

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