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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: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.
      Tried reaching 21st century insurance for 3 days now and have been put on hold for 20 hours. Still unable to reach someone in Policy to remove and add a car in my insurance. Waiting this long is unheard of to speak to person. There's no chat function or email contact either available . It's unreasonable to have customers no be able to contact someone from the policy dept. 20 hours on hold is unreasonable

      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

    • Initial Complaint

      Date:07/19/2023

      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.
      We moved out of the state of California and registered and insured our cars in Georgia. Our CA car insurance with 21st Century Insurance renews 8/1/2023. I tried calling 21st Century customer service center to cancel the insurance for over a week with no response. I spent hours on hold. I tried sending an email cancelling the renewal to the customer service center at [email protected]. I received the following email response: "Thank you for your inquiry regarding your 21st Century auto policy. Unfortunately, this email box is no longer being monitored. If you need assistance with your auto policy, please contact customer service at 1-800-241-1188." Since no one answers the phone or responds to email, I sent a letter to 21st Century cancelling the renewal. I hope that works.

      Business Response

      Date: 07/28/2023

      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 confirming 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: 08/04/2023

      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: 20344223




       


       


       

    • Initial Complaint

      Date:07/17/2023

      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 contact 21 Century Insurance for 4 days now but to no avail. I was give a phone number that nobody answers. I need to have my insurance policy changed so I'm not being charged for a no operable car. Since I can't get in touch with anybody and there web system can't process my change, I'm being charged for service I no longer need.

      Business Response

      Date: 08/04/2023

      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:07/17/2023

      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.
      Due to a problem caused by Lyft, my Credit card was not available, and 21st Century charged me, but they canceled the policy right after. It all happened on July 12th, and for 2 days I am on a LONG hold for customer service to pick up the phone. It is really frustrating. I am now on hold to get someone!

      Business Response

      Date: 07/31/2023

      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:07/17/2023

      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.
      Due to a minor car accident 21st Century Insurance totaled my car. They processed the claim timely. However, due to the car was totaled I've been trying to remove that car from my policy as I don't have it since June/21/2023. I have tried to do this online many times, on different days but their system will not allow the change. Unknown reason. Because of that I have phoned them multiple times but it has been impossible that they pick up the phone. I tried many, many times on different days at different hours with waits of up to an hour but impossible to get a human being to answer my call. It has been really frustrating, time consuming and upsetting. I have never had such a terrible experience in my whole life. Never, ever. This company does not have Customer Service at all. They should tell customer when we call that they DO NOT HAVE Customer Service. It does not exist, based on my experience. I've seen in the internet many, many similar complaints about this company. Yesterday I got a new car that I need to add to my policy but again, their system will not allow the removal of the old car nor the addition of the new one (a used car). I hope that out or mercy or shame someone respond to this complaint.

      Business Response

      Date: 08/02/2023

      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:07/13/2023

      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 customer service for the past 3 days. No one will answer I’m constantly on hold for more than a hour at a time. I’m extremely frustrated and want to cancel my insurance policy. I’m not sure if this is a business now. Please tell me how to cancel my insurance I can no longer trust this company. I’m on hold now and it’s been 42min. What if this was an emergency they never answer. I have to look for another company. I will
      Put this on my social media other people should be aware.

      Business Response

      Date: 08/01/2023

      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.

      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: 08/03/2023

      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: 20318754




       


       


       

    • Initial Complaint

      Date:07/11/2023

      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, 7/11/23 I tried unsuccessfully three times today to reach customer service to get clarification regarding coverage on my auto insurance policy. For each call, I was listening to a recorded message for over an hour on each of the 3 calls. No one from customer service ever picked up the call. The on-going messaging while on hold references a non-existent email address that is supposed to be on their web-site. I have a simple question that will take less than 5 minutes to answer. I would appreciate 21st.com reaching out to me to address my question. I can be reached at the email address provided.

      Business Response

      Date: 07/20/2023

      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. 

      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:07/10/2023

      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 got a notification of my policy being canceled on 07/08/2023 without warning via text message and email. It was a Saturday and the customer service center was not open. It is the following Monday and I have been trying to get a hold of someone but have not been successful. Speaking to an online agent is not an option that is made available and there is no other way to contact 21st Century other than calling. I want to reinstate my policy but it looks like that will be too difficult to do. I will have to look for another insurance carrier with better customer service.

      Business Response

      Date: 07/27/2023

      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.

      Reached out to the customer by phone to resolve, also sent an email asking for them to call us. 

      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:07/10/2023

      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 made multiple attempts to contact someone to make a policy change, they claim that hold times will be 20 minutes but after over an hour no one takes my call and I end up hanging up. This has happened since sometime in June 2023. Not sure what issues they are having but it needs to be corrected.

      Business Response

      Date: 07/25/2023

      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 via email 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: 07/27/2023

      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: 20301307




       


       


       

    • Initial Complaint

      Date:07/10/2023

      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.
      For a week, I have called 21 century Customer Service every day to request taking my insurance off my vehicle for a time while it is non-operational and parked in my garage and I am traveling. Calling from abroad and waiting for 50 minutes or more every time has cost me a pretty penny, but has NOT gotten me a response as of yet. Unbelievable! Hours on the phone and listening to endless automated messages about ho they'll be right with me. In addition, theirs is the only website I am aware pf that is blocked when you try to access it form a foreign country. Which means that there are 0 ways to handle issues with your policy if you are traveling. I am their customer of 8 years!!

      Business Response

      Date: 07/25/2023

      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 via email as requested.

      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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