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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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21st Century Insurance has 114 locations, listed below.

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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/23/2023

      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.
      I am attempting to make a policy update to my current policy. The update involves adding an insurance rider. This type of update is not available for me to do on the self-service "policy update" section of their web portal. I have used the "contact us" feature on the website, which sends an email to their customer service group. I emailed on 1/25/2023, 2/2/2023, 3/14/2023, 3/15/2023, and 3/21/2023 - I have not received a reply to any of hese emails or my follow-ups. I have called the customer service phone line on 1/24/2023, 1/26/2023, 3/14/2023, 3/15/2023, 3/21/2023, and 3/22/2023 and not succesfully reached any agent to assist. I have spent 312 minutes, or just over 5 hours, on hold for all these calls. I would like to be able to update my policy; this is important for me to do, but 21st Century has made it impossible when you cannot reach an agent.

      Business Response

      Date: 03/24/2023

      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 corresponded with our
      customer via email and assisted them with their questions.     

      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: 03/29/2023

      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: 19642769




       


       


       

    • Initial Complaint

      Date:03/23/2023

      Type:Product 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.
      Unable to get in touch with company to make changes to my auto insurance. I have been a customer for over 20 years (Policy#10974114). I am trying to remove my father off the insurance as he is no longer driving, so I can reduce my auto insurance payments.

      I have called their customer service # (800-776-6600 and 800-921-1452) at least 6 times in the last 2 weeks, and I am on hold for over 1 hour. I am unable to get through to anyone.

      I sent an email online through their website portal on 3/17/2023 to make the changes, and still have not received a response.

      I tried removing my father from the auto policy through the website portal (see attached), but it does not allow me and states to call the customer service #, which again I am not able to speak to anyone after being on hold for excessive time period.

      I am paying for insurance coverage for my father for extra days when it is not necessary and would have saved money if I was able to get through to customer service and remove him from my policy several weeks ago.

      Business Response

      Date: 03/27/2023

      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 to our customer and provided
      an option to help them. We then sent them an email with the necessary
      information.   

      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: 03/30/2023

      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: 19641764




       


       


       

    • Initial Complaint

      Date:03/22/2023

      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.
      Can never reach them. I am placed on hold every time "for more than 20 minutes" - hours go by, then I am disconnected each time.

      Business Response

      Date: 03/27/2023

      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 to 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:03/20/2023

      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 received a text message about my auto-payment for my auto insurance policy with the "21st Century Insurance Company" which was more than double of my agreed payment. (My monthly payment is $139.62 and they charged my Acount for $279.22). I tried to reach out to customer service through online contact form in my dashboard on their website at 21st.com and also called the customer service phone number 8 times, each time waited for 20-80 minutes and it was just waiting, no one answered the phone. I even tried reaching out to the sales department and they said that new clients will get auto insurance policy from a different company (which does not sound right to me).
      Long story short, it seems that a customer like me could do NOTHING facing a problem like this. Honestly this is the first time that I am facing something like that because mostly scammers do this behavior.
      The company's phone numbers are : 1-800-776-6600 / 1-877-310-5687

      Business Response

      Date: 03/21/2023

      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 to our customer and assisted
      them with their policy. 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:03/20/2023

      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 am unable to reach them. I have called 7 times with wait times from 20 minutes to over 1 and 1/2 hours. I have emailed 7 times. They took an auto payment and because I could not reach anyone to update my bank information I paid the policy in full. They mailed me a check for the auto payment then put a stop payment on the check and cost me $15 in bank fees. I need to cancel my policy as I have already switched to GEICO. I cannot do it on line and I cannot reach anyone.

      Business Response

      Date: 03/22/2023

      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 reviewed the concern and sent
      a response to our customer with our resolution.

      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:03/14/2023

      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.
      My family and I have been with 21st Century Insurance for decades. We just leased 2 new cars last week and wanted to add them to our policy. I thought it was pretty EASY in the past. I go on the app on my iPhone, it says the app is "retired" and use the website. I go on there and try to add the cars but keep getting an error when i get to the last step. I've tried this almost everyday for a week but still not working. I have also called multiple times this week, on hold for 30 minutes, 45 minutes, over an hour but nobody is available. Doesn't matter if I called right when they open. I have wasted so much time this week over something that is supposed to take a few minutes. I have also emailed but no response. I only have a few more days to get these cars on the policy. If I don't receive a call by tomorrow or the next day then I will be forced to switch. I have never experienced this low level customer service in my entire life especially from a company I have been with for decades.

      Business Response

      Date: 03/16/2023

      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 spoke to our customer and updated
      their policy for them and 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: 03/16/2023

      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: 19597420




       


       


       

    • Initial Complaint

      Date:02/28/2023

      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.
      I’ve been trying to contact 21st century for over 2 weeks to add a driver to my policy. I can not get a hold of anyone. I’ve messaged and called all the numbers, including sales. I’d appreciate if they could contact me, so i can sort this out.

      Business Response

      Date: 03/02/2023

      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 reviewed the concern and
      spoke with our customer. We are assisting them with their request. We have also sent an email communication to assist.     

      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: 03/12/2023

      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: 19516212




       


       


       

    • Initial Complaint

      Date:02/27/2023

      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 reaching out to customer care for two weeks and no answer. I have sent emails regarding my situation and I’ll get a message from 21st century saying they received my email and a representative will get back to me as soon as possible and that started on February 16th and I still have no response. My policy does not list my lein holder which is Safe Credit Union and my lein holder won’t except my insurance without being listed as my lein holder on my policy. I have been paying my 21st century policy since May of 2022 and I just recently found out that my lein holder won’t except my insurance without being listed as the lein holder and taking collision fees from my payment. I just need 21st century to put my lein holder onto my policy but can’t get customer service to answer the phone on responded to email for policy correction.

      Business Response

      Date: 03/01/2023

      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 reviewed the concern and assisted the customer with their request and 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:02/22/2023

      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 currently have an auto policy with 21st Century Insurance. I have been trying to reach them to make changes on the policy since last December 2022. Extensive hold times of more than 60 mins. The first time I called I finally hung up after 59 minutes, the second time I was on hold for over 60 minutes and when I finally got a representative, she put me on hold and we were disconnected. The third time I called, I held for 72 minutes and finally had to drop as I was at work. I have now been on hold for 55 minutes and continue to listen to music. They say on their website that you can make changes to your policy but when I try to do that online, it says system is not currently working and that I have to call in. I have never experienced such incredible hold times in my life and I intend to cancel this policy if I ever get anyone on the phone. HORRIBLE EXPERIENCE. I originally started calling to remove my daughter from my policy as she had gotten married and moved out of my home over 3 months ago and I have yet to be able to get her removed and continue to be billed for her on my policy.

      Business Response

      Date: 02/27/2023

      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 reviewed the concern with our customer and provided a resolution. We also provided 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:02/15/2023

      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 just joined a real estate brokerage. They are requiring me to add them as an endorsement on my auto policy. 21st is telling me they won’t do this. The waits to get somebody on the phone right now are over an hour. Just super frustrating. I can’t cancel my policy online.

      Business Response

      Date: 02/16/2023

      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 have reviewed the concern and
      spoke with our customer and provided an explanation and set an expectation to
      help resolve. We sent our customer 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

    21st Century Insurance is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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