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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/22/2023

      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.
      This is the third attempt and I am on hold for over a half hour each time with no end in sight
      I simply have to get my husband off our policy as an insured driver. I have the required documentation from his doctor so this should be easy.
      How much resilience is required to complete this request? I feel patronized by the bot like voice that says
      We know it’s hard to wait……
      No, you really don’t know how painful this is.

      Business Response

      Date: 09/25/2023

      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.

      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: 09/27/2023

      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: 20508647




       


       


       

    • Initial Complaint

      Date:08/21/2023

      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.
      Called everyday since 8/14/2023 to cancel there was an increase of full coverage for auto insurance on my 2012 Chrysler 200 Limited V6. The only solution I found out was to switch to the state required insurance. The increase was not affordable for me as a senior citizen on social security and a small retirement. I've been trying to reach them by phone. Which has been completely impossible. I have not experienced this it's totally frustrating and very annoying. There is no way to cancel online you have to speak to someone in customer service.
      I did not give them permission to renewal nor did they send me a reminder I did not submit nor did I sign a renewal form or am application. I did receive a cancellation notice this is a serious problem for me. Which can lead to non payment notices. Late notices and your credit score and reporting of late payments. All kinds of problems.

      Business Response

      Date: 09/19/2023

      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.

      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: 09/25/2023

      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: 20503998




       


       


       

    • Initial Complaint

      Date:08/21/2023

      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 attempting to contact customer services to make changes to my insurance policy; however, I have been placed on hold for over 2 hours each time without a response. I have been calling for over a week without any assistance. They have no email communication or chat service available. There is absolutely no way to communicate with them.

      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. 

      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:08/18/2023

      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.
      Possibly the worst insurance company out there from a customer service perspective.

      I have been on hold for a total of 17 hours in the last 7 days.

      Appalling service.

      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. 

      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:08/17/2023

      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 for over two weeks to reach someone in customer service. I have tried three different phone numbers within that time however they all appear to rout to the same recording that states "your hold time is 20 minute"s. Each time I call I am on hold for over an hour with no resolution. This company has no online chat feature nor is there a way to email them. They have sent me letters threatening to cancel my Auto Policy even though I am current on payments. I also attempted to reach their Claims department however Claims are handled through Farmers Insurance. There is no way this can be legal to provide zero customer service or no form of reaching out to the company.

      Business Response

      Date: 09/25/2023

      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.

      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:08/17/2023

      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 add a vehicle to my policy for four days now. Nobody is answering the phone. I tried to do it on their website but it doesn’t recognize vehicles older than 1981. I’ve insured my Classic cars with 21st Century for decades without a problem until now. I need to speak to a human being.

      Business Response

      Date: 09/26/2023

      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:08/16/2023

      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.
      Aug. 16th, 2023. I have been calling 21st Century insurance since 7:00 a.m. and have waited on hold for over an hour every time I call. Every customer service ph# has the same a recording and the same problem; can’t get thru. There is no email contact for them either. It’s unacceptable! If they’re that busy handing other customers then that tells me there are a lot of problems.

      Business Response

      Date: 09/27/2023

      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.

      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:08/16/2023

      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 tried calling customer service 3 days in a row this week. I am advised the wait time is 20-40 minutes. I have been on hold for close to 90 minutes with no response. This is unacceptable. I have questions about my premium/payment and need to talk with a rep asap.

      Business Response

      Date: 09/27/2023

      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.

      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: 09/28/2023

      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: 20478859




       


       


       

    • Initial Complaint

      Date:08/16/2023

      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.
      Me and my wife purchased a new car 4 days ago. I keep trying to call to update my policy, however no one picks up. Today I waited over an hour. I have tried making the changes online, however the website throws errors and says I need to call. The call center has no option for a call back and does not provide updates on wait time or place in queue. At this point I don’t believe my new car is insured and this is very unsettling.

      Business Response

      Date: 09/27/2023

      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.

      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:08/16/2023

      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.
      I've had 21st Century auto insurance - full coverage for the past four years. Never really had a problem reaching out to them if need be. But in July of this year, I noticed that they no longer answer the customer service phone number(s) - not any of them. I even tried a few numbers from 2019 thinking I might get through to update the mileage they requested on my vehicle. This could not be accomplished on their website, so this is when I began to notice that they no longer pick up their customer service calls. In early August, 2023, I received a Policy Renewal packet describing my auto insurance renewal details. I was horrified ... they raised my auto insurance rate up 75.0o per month. Well, after attempting to contact them only to be on hold for hours on end, I went through my Credit Union and got new full coverage insurance starting August 15, 2023. Ironically, they do not list an email address on their website. However, I've sent emails to the various email addresses I could find, requesting that my policy be CANCELLED immediately, but I've not heard back from them. I don't want this to linger on, or find that because they mask the ability to call and speak to them to request a cancellation, or make a change to a policy, that they can still charge me or keep my funds. I'm reaching out to them to cancel my policy immediately.

      1 - I need to CANCEL my auto insurance policy with 21st Century Insurance, effective 08/15/2023.

      2- I need 21st Century Insurance to CANCEL my "Auto Pay," and not charge my bank account for the new renewed rate on September 01, 2023. I have already paid my new insurance carrier, and since this is the middle of the month, I'm owed a refund for the balance of August without penalty because they raised my policy rate up to $165.00, when I've had no accidents, claims or tickets at any time. The rate increase was too much. I should not have to pay a cancellation penalty for cancelling this policy after massively increasing my rate!

      Business Response

      Date: 09/29/2023

      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 spoken with the customer and addressed their concerns.

      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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