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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/13/2023

      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.
      Unable to cancel my deceased fathers car insurance policy. The automatic payments continue each month . The wait time on the phone is long and then disconnected without being able to speak to a representative. Can’t open their site. Notice on page Site Temporarily Unavailable . This has been the site for a couple weeks now. I have been attempting to cancel since July. They have again charged his credit card account for August . The cars are no longer in his name. The cars now have insurance from another company .
      21st Century needs to be able to be reached. A refund is due for august and no further payments should be charged . The account should be cancelled immediately.

      Business Response

      Date: 10/06/2023

      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:08/10/2023

      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 a customer for 10 years. I have called customer service everyday and waited hours on the line to speak to them for more than 2 weeks. They have canceled me for nonpayment. That is not the circumstance. They have been paid. My bank tells me they have been paid. I even received my license stickers in July because my insurance was paid. Their payment records are totally different from my bank payment records. I set up automatic payments with them and my bank. Something is not right with their billings and payments but I always believed the payment was made. They have my bank information. I did not receive a nonpayment notice. I received a cancelation of policy only. Today my August payment is due. My insurance payment is important. I have not missed payments. This nust be resolved. I have tried to call since July. I have been to their website and I've seen their record of my payments I have made, are not showing correctly for 2023. I have automatic payments set up between my insurance and my bank so the payments would be paid on time each month and the money has always been there. Their website has besmirched my name by issuing a statement that I am a fraud and my account is fake and or I am passing bad checks. All of that is an outright lie. I'm just trying to solve a misunderstanding to pay insurance, and be done. If they would answer my call we would resolve this. What kind of company disregards 10 years of loyal customer service without attempting to communicate for resolution? I have been wrong many times but I am right in this case. I can prove my payments were made until they stopped using auto payment, suddenly, It appears that is what happened. They did accept my payment in July but it was over the phone and then I got canceled. I tried to speak with them then, but to no avail. I am lost as to what else I can do. I need my car insurance reinstated. I have done nothing wrong. This company is ignoring me and that is not right.

      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.

      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:08/08/2023

      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 was on hold for a total of over 3.5 hours over the past two days trying to talk to a customer service agent to have a refund check reissued. On the first call, I waited for over two hours, until the closing time of the phone line, at which point the machine stopped repeating something like "please continue waiting--we look forward to helping you" and instead said "sorry we are closed" and hung up on me. Each time they said "your wait is over 20/40 minutes", but it is evidently misrepresenting how much much time you will actually wait--because 40 minutes is nowhere close to 2+ hours (and I still did not get to agent). There is no email for customer service, no way to have a callback arranged, and no online chat system--options which are offered by most businesses these days. I hope with the help of BBB this issue can be resolved.

      Policy number: 000*********

      Business Response

      Date: 10/12/2023

      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.

      Sent email to the customer providing him 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


    • Initial Complaint

      Date:08/04/2023

      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 get a hold of customer service to update my auto-insurance policy (add another car) and am never able to connect with a live person. I have waited up to 3 hours when the recording said it should take about 20 minutes. I have been a customer with 21st Century for years and never had this kind of experience and I am extremely frustrated. I’ve tried calling multiple numbers for weeks as well as emailing them for help to no avail. I searched online and this is a common issue. Please help me to get in contact with a live person so I can provide the necessary details to update my policy or cancel if this is the customer service they are moving forward with.

      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.

      Spoke with customer to assist with updating the 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: 10/02/2023

      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: 20425680




       


       


       

    • Initial Complaint

      Date:08/03/2023

      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 on hold in excess of 2 hours over the last three days trying to get ahold of customer service to make a change to my policy. This is extraordinarily unprofessional, it should not take more than three days, waiting a total of 6 hours for the collective 3 days just to get a hold of a representative and request a change to my policy.

      If this is not resolved immediately, I will have to leave to a better insurance company.

      Business Response

      Date: 09/07/2023

      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. Customer made the changes using Policy Self Service.  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 CompanySincerely,

    • Initial Complaint

      Date:08/02/2023

      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 calling since yesterday to add a name of a rated driver onto the insurance id card for his car. Yesterday was supposedly a 40 minute wait, hold never ended. Today was supposedly a 20 minute wait, I ended the hold after an hour.
      I need a representative from 21st century to contact me

      Business Response

      Date: 09/18/2023

      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 processed
      their request for them. We sent a confirming email. We also apologized for the
      hold time. 

      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: 09/21/2023

      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: 20414645




       


       


       

    • Initial Complaint

      Date:08/02/2023

      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 reach them for the last 2 weeks in regards to updating my auto policy. I’ve been placed on hold for more than 2 hours each time I call.

      Business Response

      Date: 09/20/2023

      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:08/02/2023

      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 want to cancel my auto policy. My car was sold yesterday.

      Business Response

      Date: 09/18/2023

      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:08/01/2023

      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 cancel my 21st century policy for almost a month. I have insurance through another company that's effective today, 8/1/23. I sent an email on 7/3 to [email protected] with all details required to process the cancellation, as listed on 21st.com website. I never got any response. I sent a follow up requesting acknowledgment of the request on 7/14 -- no response. I looked for a way to submit an email/message through their website, and do not see this option any longer. I looked at the "Message Center" in my account on the website, and it's blank, no way to send a message. I forwarded the request to [email protected], and got a reply that this email box is no longer active.

      I tried calling customer service, and was told wait time would be over 20 minutes. I hung up after being on hold for 35 minutes.

      My premium is paid through 9/12. I would like 21st.com to cancel my policy and refund the premium from 8/1 to 9/12.

      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.

      Processed customer's request and 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:07/30/2023

      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 bought a different vehicle 2 weeks ago, I went online to 21st.com to change the policy.
      That didn't work, It put in the new car but just for liability, I wanted fully comprehensive!
      Online says I should call them, which I have tried 4 times. They say it is a 20 min wait for
      an agent, the 20 mins turns into 1hour and 40 mins and I still haven't been able to talk to
      anyone! I was on the phone yesterday for 2hours and 10 mins, and still nobody to talk to.
      I finally called AAA and got fully comp with them. Now I want my money back from 21st,
      but there is no way to get in touch with them. I am at my wits end and I hope you can help me.

      Thank you.

      Business Response

      Date: 09/13/2023

      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. 

      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

      Customer Answer

      Date: 09/14/2023

      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: 20396051




      Thank you so much for the help you gave me in this matter, I have attached the letter I received from 21st Century.

      I am over the moon that this is finally over!


       


       

    21st Century Insurance is NOT a BBB Accredited Business.

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