We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

21st Century Insurance has 114 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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:07/28/2023

      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 talk to an agent at 21st century auto insurance for 2 days. I have been put on hold more than an hour yesterday, and going on 2 hours today. Ridiculous. There are no other options for contact method on line; such as live chat with an agent. I will be looking for another insurance company.

      Business Response

      Date: 08/17/2023

      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. 

      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:07/27/2023

      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.
      21st Century Insurance for auto policy. I need to update my policy. I have called 9 different phone numbers for them and not been able to talk to a live person to make policy changes. Mileage driven is much higher than what is shown on my policy.

      Business Response

      Date: 08/15/2023

      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. 

      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:07/25/2023

      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.
      I have been on hold in excess of four hours over the last two days trying to get ahold of customer service to make two changes to my policy. I am currently still on hold with two phones and am extremely frustrated that I can't talk to an actual person! I have had my insurance with this company for over3 years and I will now be looking elsewhere. It's unacceptable to have this much trouble trying to talk with someone.

      Business Response

      Date: 08/15/2023

      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 with our insured and helped them update their policy. We also communicated by 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:07/24/2023

      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.
      Today, 7/24/23, I have been on hold with 21st Century Insurance for 3 hours! We are trying to get in touch with someone because for some reason unknown to me, our auto insurance went up almost 2x what we normally pay. There have been no accidents, no claims other than glass claims. I have been with this company for 10 years and it's absolutely ridiculous that you can't get ahold a live human being or that these changes would happen without reason.

      Business Response

      Date: 08/11/2023

      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

    • Initial Complaint

      Date:07/24/2023

      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 waited for over 2 hours on multiple times trying to reach someone regarding my auto policy. The company has auto charged my account and I cancelled the auto pay which I did not activate in the first place. I do not have the time to continue waiting on the phone. Why does this company think it is alright to keep their clients on the phone for more than 2 hours.

      Business Response

      Date: 08/11/2023

      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:07/23/2023

      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 have been a customer w 21st Century/Farmers Insurance for over 40 years. I have been trying to contact 21st Century insurance over the past two weeks via phone to discuss a recent increase in my policy fees. I have waited on multiple occasions over 2 hours trying to get to a live agent. When I try to access my policy via their website after hours, I regularly receive a message stating the site is down for maintenance. My daughter does not drive our two vehicles as she uses local transportation or we drive her. However 21st automatically increased our policy since we inquired on the cost to insure her in the future. Now they are cancelling our policy due to nonpayment but how can we pay if site not available and no agent available? We are 100% willing to sign a written statement advising that our daughter will not be driving a vehicle.

      Business Response

      Date: 08/11/2023

      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:07/20/2023

      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 on hold two days in a row over two hours each time trying to get through to a customer rep they say they’ll be a 20 minute hold I’ve been on hold for possibly 2 to 3 hours each time I’ve called This is so unacceptable I’ve been with this company for over 30 years I will be shopping for other auto insurance

      Business Response

      Date: 08/08/2023

      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.

      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: 08/14/2023

      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: 20353377




       


       


       

    • Initial Complaint

      Date:07/20/2023

      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 21st Century Insurance. I have been calling to remove a vehicle from my policy only to be put on hold for HOURS at a time. No call back feature. Just want a call back or someone to answer so I can take off a vehicle which they don't let you do on the website.

      Business Response

      Date: 08/09/2023

      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. 

      Assisted customer with updating their policy.  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:07/20/2023

      Type:Service or Repair 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 tried calling into customer service for the last two months. Each time waiting between 1-2 hours before giving up and hanging up.

      Business Response

      Date: 08/08/2023

      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.

      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: 08/15/2023

      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: 20352514




       


       


       

    • Initial Complaint

      Date:07/20/2023

      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 been trying to reach a customer service representative at 21st Century Insurance for weeks/months to settle an auto policy payment. They have my credit card and are now billing me monthly even though I paid my total premium in 1 payment. All the customer service numbers go to an auto messaging center that says your hold will be 20 minutes. It never picks up? I have left my phone on speaker for hours all hours of the office hour windows. I have been the first to call in the morning and same "20 minute wait time" auto message is played even when I call at the exact 7am time they open. There is not email customer support address to contact someone via email. Only thing listed is a faulty number. The claims agents pick up because it is "Farmers Insurance Claims agents" but they just transfer me back to the 21st century "never answered" customer service help number.
      I need them to contact me ASAP....!!! This company is awful??? and they have my 6 month insurance premium and won't stop billing me?!

      Business Response

      Date: 08/08/2023

      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. 

      Responded to customer to regarding his 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.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.