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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:09/21/2023

      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 call but I get placed on hold for over 2 hours, multiple times, and calling multiple phone numbers. I need to make a payment ASAP before I get canceled. The website is not working to accept my payment. I've tried multiple attempts, cleared browsers, and tried different browsers. When a customer can not receive help or even talk to anyone, time to find another insurance company. By the way, while I was on the phone, a friend had to call AAA insurance and was helped within 3 min. Hmmmm!

      Business Response

      Date: 11/20/2023

      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.

      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

    • Initial Complaint

      Date:09/19/2023

      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 received policy renew notice and have been trying to contact representative to discuss a recent annual mileage increases on my policy for the past 5 days without success. Each time I was hold for over an hour.
      I’m retired and most of the time I stay hime, but they increase the annual mileage from 1,551 to 4551 miles, therefore my prenium increases. Even the .actual milages that I drove is less than 1,000 miles/ year

      Business Response

      Date: 11/13/2023

      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: 11/14/2023

      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: 20625217


       



      I have not heard anything from 21st century insurance.


       

      Business Response

      Date: 12/05/2023

      To Whom It May Concern:

      Thank you for notifying 21st Century of the concerns presented to the Better Business Bureau.  

      We recently sent an updated email to the customer with the 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


    • Initial Complaint

      Date:09/09/2023

      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 have been trying to contact 21st Century Insurance for months to add my 16 year old child/driver to my policy, and update them on the status of one of my other child drivers. There is simply no way to reach them. Following is what I've tried over that time:
      1. Tried adding my 16 year old child/driver on their web site. It's not possible because the child's year of birth (2006) is not an available option, so I can't move forward past that entry. Only 2005 and older is available for year of birth.
      2. Tried calling dozens of times on different days and different times. You just sit there on hold for hours until the line finally goes dead, and you get hung up on.
      3. Tried emailing them at existing addresses I had for them. They either do not respond or are bounced back undeliverable. There is no email address published on the web site to reach out to them.
      4. Tried sending letters by US Mail to the address on my policy (21st Century Insurance Company, P.O. Box 15510, Wilmington, DE 19886-5292). Waited another 5 weeks and received no response.

      I've been a 21st Century Insurance Customer for decades. Never had issues before this. I currently have 5 cars insured with them. No tickets, no accidents, nothing unusual on my side. Just can't get any service or even a contact to be able to add my child as a driver to the policy.

      Business Response

      Date: 10/30/2023

      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 the 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: 10/31/2023

      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: 20579142




       


       


       

    • Initial Complaint

      Date:09/08/2023

      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 contact customer service to make changes to my auto policy for the last 3 months and always get put on hold. After the elimination of their insurance app I have been unable to talk to an agent to make these changes happen. Will be changing auto insurance carrier since CS with this company is non-existant.

      Business Response

      Date: 11/06/2023

      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.

      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

    • Initial Complaint

      Date:09/07/2023

      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.
      Since August 1st 2023 I had been trying to update my auto insurance policy with 21st Century and I have tried numerous times to talk to someone but all in vain. Please get me help in the matter, thanks.

      Business Response

      Date: 10/25/2023

      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.

      Our Team assisted the customer. We sent a confirming email to the 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:09/07/2023

      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.
      After several attempts trying to speak to an agent about my cars policy . I've come to you for help. I've tried for four weeks and Dailed at least ten different 21st century numbers .They just don't answer them . First of all my phone number needs to be update to set up an account .According to 21st century they claim that I already had an account set up and that my password was not correct so when I tap on password to change it , it gives a phone number to call that no one answers.
      Second ,lm a senior and I can't possibly drive all the miles they put me down for on the three cars. Those were not the mile I sent them. The average driver only drives about 10,000 miles a year 21st has me down for 17,000. I would appreciate getting this resolved soon. PS I'm thinking the email address needs to be updated also ?

      Business Response

      Date: 10/26/2023

      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: 11/01/2023

      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: 20571591




       


       


       

    • Initial Complaint

      Date:09/07/2023

      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 contact 21st century auto insurance for over a month to ask a question regarding my policy. Unfortunately I’ve been on hold for hours to no avail, this is extremely disappointing and time consuming. I’m being charged for a car that I don’t own anymore. The claims and roadside department pickup right away, however they aren’t authorized to revise a policy. Please help me revise my policy. I’m being charged monthly , however I can’t see a current policy, what’s going on?

      Business Response

      Date: 10/26/2023

      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

    • Initial Complaint

      Date:08/29/2023

      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.
      If you are looking for a reliable insurance company, this is not it. They will never answer the phone. And i mean never. There have been times that i’ve called for roadside assistance, and have waited on hold for 3 hrs for a girl to come on the phone and be extremely rude. In the last 2 days, i’ve called 3 times. Each time on hold for over an hour. Who do we contact, and why is it so difficult to talk to someone??? I will be cancelling my policy.

      Business Response

      Date: 09/08/2023

      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 responded to our customer apologizing for the hold
      time by email. We were unable to reach by 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:08/25/2023

      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.
      It is impossible to get a hold of anyone at this company to assist with requested changes (i.e., cancellation) to an auto policy. Have called repeatedly and have been on hold for over an hour each time where nobody every answers the call. There is no email address for the company anywhere to be found on their website. How can a business operate in this way?

      Business Response

      Date: 09/14/2023

      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 Service Team assisted the customer. We sent a confirming email to the 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:08/23/2023

      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 contact 21st century customer rep for 2 days straight and each time I have been told the wait time would be 40 mins and yet I have been put on hold for closer to 2 hours without being able to talk to an agent! I need to amend my policy and understand why they are increasing my premium without notification!! Why isn't there an option for the customer to leave their number for a callback? How can I trust that a car insurance company will be responsive and taking care of me when there is an emergency? This is absolutely infuriating! I have been with 21st for more than 20 years and I will be shopping for a new car insurance company if I can't get in contact with somebody to get my issue resolved soon!!!

      Business Response

      Date: 09/12/2023

      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. 

      Customer updated policy online.  We sent a confirming email to the 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


    21st Century Insurance is NOT a BBB Accredited Business.

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