Complaints

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

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21st Century Insurance has 114 locations, listed below.

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  21st Century Insurance

  3 Beaver Valley Rd Wilmington, DE 19803-1124

• 

  21st Century Insurance

  6301 Owensmouth Ave Woodland Hills, CA 91367-2216

• 

  21st Century Insurance

  3960 Via Oro Ave Long Beach, CA 90810-1875

• 

  21st Century Insurance

  110 E Huntington Dr Monrovia, CA 91016-3415

• 

  21st Century Insurance

  1800 E Imperial Hwy Ste 100 Brea, CA 92821-6069

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:02/13/2023

  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.

  There seems to be no way to contact them! I have tried for over 3 weeks to talk to someone to make changes to my existing auto policy. I have called 5 times; waiting on hold between 30-90 minutes without speaking to anyone. I have emailed them twice their their secure message in the website. I even tried sales and got a live agent, however; I was chastised for calling sales and rudely transferred to the same number that no one seems to answer.
  I emailed in 1/31/2023 to cancel my policy and now I am getting reminders to pay my upcoming bill with no acknowledgment of cancellation.
  I have attacked the new declaration page that I emailed them in 1/31/2023.

  Business Response

  Date: 02/15/2023

  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
  resolved the matter 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
  
  

• Initial Complaint

  Date:02/06/2023

  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.

  This is concern car insurance policy **** ** 89 by 21st Century Insurance. I would like to contact the company to obtain the refund in the amount of $213.73 that I made over the balance on January 27th due to confusion on the website. I thought the payment on the web did not go through so I made another payment via phone. However, I could not get in touch with anyone. I call the phone number 888 244 6163 listed on the website several times but was put on hold for over an hour every time. I finally gave up. I sent several messages via their website but also got no response. I finally sent regular mail. I am wondering if this is a scam and worry that nobody would respond in case I have an accident. I would really appreciate a response from the company.

  Business Response

  Date: 02/07/2023

  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 also
  provided them with an email 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:02/03/2023

  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.

  As I'm sure you are well aware, 21st Century's customer service response team has been less than stellar for at least the last 3 months. On a good day you can expect to be on hold to speak with a representative, no matter what the issue is, anywhere from 45 minutes to 2 hours. This complaint that I am filing is not for the exorbitant amount of time I had to wait to speak to someone. With that issue, they have my sympathy. However, if I am a business and I need to have information verified for multiple customers, and, after 2 hours of waiting on hold to speak to a representative for help with said customers the representative informs me that they are only allowed to help me with one customer at a time before putting me back into the queue, I am sorry I do reserve the right to not only be upset, but to be outraged. You must be joking. You can't take two minutes out of your life to help gather information that I need? You have to kick me back into the call queue because of some moronic mandate by upper management who didn't hire enough people anyways? You actually have the audacity to claim that you're not going to help me with every single solitary question that I have in painstaking detail? I'm sorry, but you don't get to say that to someone who has to devote this much time out of their day to speak to someone. This isn't how you do customer service, and this isn't how you do business. I will be recommending from now on that customers go with another insurance company as the customer service at 21st Century is unacceptable. As an insurance company, a well known, reputable one at that, the fact your customer service is in such a pitiful state is embarrassing. And the fact that your employees are so bold as to tell someone who's been so greatly inconvenienced by said pitiful customer service that they are only allowed to help with one policy is actually comical. I have no doubt that I am not the only complaint you have received, but I think this stings the most.

  Business Response

  Date: 02/06/2023

  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 reviewed the concern and
  spoke with them and provided an email 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:01/31/2023

  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.

  This company has taken my money $180. To set up an auto policy. No binder has been emailed me despite requesting 3x.
  I have called daily to resolve being on hold for 4 hours while I work & no one answers. I want my binder emailed to me as am supposed to sign documents

  Business Response

  Date: 02/01/2023

  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
  provided our 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:01/18/2023

  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’m on my mom’s policy and have authorization on her account which I’m on with 21 century insurance. A 21 century insurance agent put another policy holder checking account on my mom’s policy which was added to her auto pay! A call was place with them in Dec. stating that a new card had to be updated! A payment was taking by a agent which the agent was told to take off auto pay until the credit card situation was taking care of, instead of this agent taking off auto pay she added another policy holder account information to my mom’s policy, the agent was only suppose to turn off auto pay! I went to the website to put in my credit card information to pay the bill when it said no payment is due. I had not updated any card information, so I called 21 century insurance and spoke to agent who said the payment has already been taken out of the checking account. I told her there was no checking account on that policy. The agent gave me the routing number and account number. I said that routing and account number is not associated with any card that I have! She said, the only thing we could do is wait until it clears and call back. I called back on 1-18-23 when I told them that checking account does not belong to the policyholder or anyone on the policy. The agent told me to hold on for about 10 to 15 minutes. Once she came back, she said that that checking account number belong to ****** ********, which is the policyholder! I ask are you sure repeatedly…she said yes I’m sure! I said do you want to bet your life on that do you wanna bet your job on that! because that checking account does not belong to anyone on this policy! She said YES! I said have a supervisor. Call me! A agent called me and said that the agent had talk to you before in December put another policyholder account on my mothers policy. I told that agent, the agent I talk to today on January 18 staid without a doubt that that checking account belong to ******** ********! This is unacceptable! Pic check acc

  Business Response

  Date: 01/20/2023

  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 have reviewed the concern and
  spoke with our customer and resolved the matter. 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:01/14/2023

  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.

  November 14, 2022 I sent a check for $757.00 to AIG auto ins. by mistake. through my PNC bank ACCOUNT. I haven't had AIG for years. over 5yrs. There name was in my bank acct in the pay my bills section so I can pay bills direct from my account. I was paying my House insurance company which was right under AIG name and I hit the button by mistake and paid the wrong company. They cashed my check and I want a refund.
  I have tried to reach out to this company for over a month now and I can not get through to the company by phone by email or by website. They do not answer the phone and i have called over 8 different numbers and they put you on hold and never answer. I was on hold on one call for over 2 hours. I found out that it is called 21st century ins now and they are not answering either. I've reached out to AIG and they refer me back to 21st century I've reached out to Farmers and they do the same. I guess they are all affiliated.
  I'm in a terrible dilemma because they is no corp. number to call and no real person to talk to. So you are my only hope of doing something about this.
  
  Also I could not edit my address it wouldn't let me continue. my corrext address is **** ****** ** **** **** ******* ** *****

  Business Response

  Date: 01/17/2023

  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 have reviewed the concern as
  presented and reached out to our customer to assist with their request. 
  
  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:01/03/2023

  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.

  Avoid using 21st Century Auto Insurance at all costs. I sold my car a little over a month ago and have been unsuccessful in being able to cancel my policy nor getting in contact with anyone at that firm!! That’s insane. I’ve called 11 times in the last 30 days, and sent numerous email to support: but no response. I’m starting to think the firm is no longer operatable but they continue to send me emails to pay my bill, which is ironic.
  
  In any case, they owe me money for the remaining time on my policy I did not utilize. This is my first and last time ever using this provider. Next step is legal action, I'm done playing games.

  Business Response

  Date: 01/06/2023

  
  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 reviewed the concern and
  provided our response outlining our resolution 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:11/23/2022

  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.

  When I signed up for 21st century car insurance online I excluded my daughter ****** from my policy, required by them since she lives with me, by signing a form. 5 months later they send me the same form to sign and send back which I did. I stated she doesn't have a license and doesn't drive. After 5 months of payments they have applied her to my policy anyways doubling my monthly policy rate. I have sent 5 emails and tried calling numerous times with wait times of over an hour for my call to be answered which has never happened. I feel this to be an unfair and unjust business practice to charge more for my coverage. Your assistance is greatly appreciated.

  Business Response

  Date: 11/30/2022

  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 as
  presented and reached out to our customer to assist with their request.  
  
  We thank you for your time and
  attention. If we can be of any further assistance, please contact us.
  
  Sincerely,
  
  21st Century
  Insurance Company