Business Profile

Auto Insurance

21st Century Insurance

This business is NOT BBB Accredited.

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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:05/04/2023
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.
For over a month I have been trying to remove my daughter's car from our policy. She moved states away and took her car with her and got her own policy. I've emailed but no response, I've waited on hold for hours on end and never any human to talk to. At this point I may just cancel the policy altogether. This is some BS for sure!!
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 the customer provided the
supporting information to permit us to process their requested change. We let
them know that the change has been processed and they will receive the related
updates and billing information. We sent a response to them confirming 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
Initial Complaint
Date:05/04/2023
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.
Re: Overpayment on 21st Century Auto Insurance Policy 11253305
I have been trying to receive a $600+ refund for overpayment on my account. I have called three times. In fact, I have been on hold waiting for them now for over an hour. I also contacted them via their website customer communication portal, which took 5 months to receive a reply. This reply (like each of the telephone reps) stated that my refund would be processed by the end of April, yet that hasn't occurred.
Business Response
Date: 05/08/2023
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.

We reviewed the policy with our
insured and we are working to provide them the resolution that they requested. We
are monitoring the policy and providing them with related updates to finalize
for them. We sent a response letter to them confirming 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: 05/09/2023
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.

I have been awaiting their review for EIGHT MONTHS, since October 2023. Then, to contact an 21st Century representative, the waiton their customer service phone line was 70-minutes. I cannot believe that they have made any progress with this issue. I will not besatisfied until the promised refund is received.

Regards,
Complaint ID: 20019223

Business Response
Date: 05/19/2023
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 received an email from customer confirming receipt
of the requested package.

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:04/23/2023
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.
I moved from California to South Dakota in February and tried to change my address online with 21st century. I called and waited for over an hour; finally spoke with a presentative that stated they only operate in California and I would need to find other insurance. She also said I would be covered and would need to contact them once I found an insurance company in South Dakota to provide proof of insurance. I have contacted 21st century insurance twice via email messages on their website and called twice. When I called I was on hold for 35 minutes and on a different day 40 minutes; each time no one ever came on the line and I needed to shower and sleep. The first email was sent March 19th in response to their email charging me $97.12 for that month; see attachment. And April 4th I sent another email on their website with proof on insurance. I received the following both times: "We have received your email. One of our customer service representatives will respond as soon as possible. If you need further information or would like to check on your request, you may also reply to this email to add additional information to this request." I received another email April 14th with a notice that my insurance was due. So, I logged into their website and saw that my account still shows active. I have provided proof of insurance to 21st century twice and have not received any response. I feel by now, the company should have contacted me or at least sent me a letter in the mail addressing my cancelation. Unfortunately, all I have received is dead silence. Please help me resolve this issue. I have had other issues, like my mail and the USPS issues and finally have that resolved. I would greatly appreciate it if you would help me resolve this issue with 21st century insurance.
Business Response
Date: 04/26/2023
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.

We processed their request and
sent a written confirmation response to them.

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: 04/29/2023
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.

Regards,

Complaint ID: 19972212
Hello,
Thank you, I would like a reimbursement for the month of April. Please see attached doc.

Business Response
Date: 05/08/2023
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.

We reviewed the policy and confirm
that our responses (including their request) have been mailed to their recently
updated address. Please allow 10 days for receipt of three envelopes: the initial response; the requested item; and todays response.

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:04/20/2023
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.
I recently received a renewal notice from 21st Centutry, but I decided not to renew. I couldn't complete this on the website, and no one picked up their customer service line after my hours of waiting. I see the policy is being auto-renewed, so I'm afraid they will send me the bill if I don't do anything.

I would like 21st century to contact via email or phone as soon as possible. I just want to decline the renewal and avoid any fees. If there is any additioanl costs due to the lack of response from the company, I reserve my legal rights to protect myself.

My policy number is 70149029
coverage period: 11/24/2022 - 05/24/2023
phone number: ************ ****** **********************
Business Response
Date: 04/26/2023
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.

We reviewed the policy and
responded to customer confirming that their request was processed.

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: 04/28/2023
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: 19962244
Initial Complaint
Date:04/18/2023
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.
After decades of car insurance coverage through 21st Century without any claims, I received notice of cancellation on 4/17/23 for non-payment even though I have auto pay which has worked in the past. But they are claiming one month not paid, which I have no way of knowing since it is their auto pay system. I've tried calling them six times and on hold from 25-40 minutes before giving up. I believe there are no representatives answering calls. I've emailed 3 times and hoping that I receive a resolution before the cancellation date of May 4. Someone needs to look into 21st Century to see what's going on or if they are still in business.
Business Response
Date: 04/26/2023
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.

We spoke with our insured and
reviewed the policy with them. We sent a confirming email response to them.

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: 04/27/2023
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: 19953052

THANK YOU, BBB. HAD IT NOT BEEN FOR YOUR CONTACTING 21ST, I WOULD NEVER HAVE HEARD FROM ANYONE AT ALL. EIGHT DAYS AFTER MY EMAILS TO THEM, STILL NO RESPONSES FROM CUSTOMER SERVICE. THANK YOU TO **** ****** FOR HIS COMMUNICATION.
Initial Complaint
Date:04/14/2023
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.
21st Century insurance has charged me more than what they had said they would in the first place. I paid lots of extra bills that I wasn't informed of when I began my policy with them.
Business Response
Date: 04/20/2023
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 insured and
reviewed the policy with them. We went over their questions and provided an
explanation and sent a response email to them.

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:04/11/2023
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.
I have been trying to contact 21st Century Insurance for FOUR weeks. I have been on hold for up to two and half hours at a time - more than once - and no one has ever come on the line or picked up the call. I have tried four different phone numbers. I have tried to get through by asking for every department. No one answers the calls. EVER. I have also emailed three times to two different email addresses over the last two weeks. I have not heard back from anyone. I need to cancel my auto policy - and have been trying to do so since March 10, 2023. It is now April 10, 2023 - and - I have absolutely no idea how to get through to this company to take care of this cancellation. (PS - they do not allow you to make changes like this online.) I am beyond frustrated! I have a different auto insurance policy now and do not want to pay for two policies. Are you able to assist ... ? Pretty please! Kind thanks for any help you are able to provide!
Business Response
Date: 04/17/2023
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 tried calling insured;
however, we were not able to get through. We sent an email and we will assist
them. We apologized for the inconvenience.

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: 04/21/2023
Better Business Bureau:

I did receive one email, and one phone message from 21st Century. I shall take it from here. Hopefully, the matter will be fully resolved. I am SO grateful for your assistance. I doubt I would have been able to navigate this without your help!!

Kind regards and abundant appreciation,
Complaint ID: 19921085
Initial Complaint
Date:04/10/2023
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.
In March 2023 a new vehicle was purchased and one traded in. The request to add/remove the vehicles was submitted. I expected a marginal increase, But a "accessory charge" was added to my 6 month policy of $192
When trying to contact customer service to question the charges which were "auto-Paid" without my consent for the additional charges, I was unable to contact any customer service person, am unable to cancel the policy and when contacting another rep with "Toggle Insurance', a spin off of 21st century was told that only a 21st rep can handle the issues, if autopay was cancelled, a collection effort would be initiated. I was also told 21st was no longer going to be doing business and Toggle insurance would be the replacement for California " but as of today zip code 92869 is not in their system??? third time on hold 1st was 1 hour 20 minutes, second was again over an hour and am now in over 30 minutes on hold...POOR Support...need help with policy and or cancellation
Business Response
Date: 04/17/2023
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.

Our customer spoke with our
Customer Service Team who helped them. We also responded to our customer via
email and apologized for the inconvenience.

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: 04/20/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and hope that the company will improve their service support

Regards,

Complaint ID: 19919809
Initial Complaint
Date:04/03/2023
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.
I changed insurance companies from Allstate to 21st Century in order to save a few dollars. I told the agent on the phone to put Pacific Service Credit Union as the loss payee(loan). I told him a second time by phone. I received notice from said CU that I needed to provide proof. I called several times to be run around by an automated recording that did NOT provide what I needed. I emailed them numerous times. No response. CU then threatened to write a policy and subsequently followed through. Being fed up with the run-around by both companies, neither having the option to speak with a person. I then changed companies back to Allstate beginning with the policy anniversary on April 4, 2023. I did supply all the paperwork including proof of insurance cards to CU in my possession. I was never given access to a declarations page or a means to name a loss payee by email, website, or phone. CU is trying to charge me for an exorbitant policy to the tune of $3135.00 plus an additional finance charge of $65.16 bringing the total to $3200.16. This is totally unjustified and an egregious crime against me as a consumer. I will NOT pay a dime for this error is totally avoidable. I will continue to pay the monthly loan amount.
Business Response
Date: 04/06/2023
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 have addressed the matter
with our customer and sent them an 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:03/31/2023
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 need to update our auto insurance for 2 vehicle, 2 new vehicles . We have called multiple times within the last month with hours on hold with no answer, even attempted to email with no answer. Even if we wanted to cancel our service and go with another company we can because they are unreachable. Hours waiting for them to answer.
Business Response
Date: 04/06/2023
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 left a message for and responded
by email to our customer to assist them.

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: 04/11/2023
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.

Regards,

Complaint ID: 19879900

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21st Century Insurance is NOT a BBB Accredited Business.