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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:07/07/2023

      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.
      My wife and I have been trying to reach 21st Century Insurance 3 times. Each time, we wait on the phone for more than an hour and still can't talk to a person. They changed the premium for no reason and we wanted to understand why. I also checked their web site and it does not provide a way to contact them. This is terrible. 21st Century Ins. used to be very responsive. Is this because of the Farmers take over?

      Business Response

      Date: 07/19/2023

      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. 

      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: 07/25/2023

      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.  The complaint was regarding excessive hold times to speak to a person, when calling the customer support (an hour and half to two hours).  Hopefully, this issue will be resolved for future contacts.





      Regards,



      Complaint ID: 20288034




       


       


       

    • Initial Complaint

      Date:07/01/2023

      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 paid my premiums earlier than the due date. At the time of payment, I confirmed that I would be paying the amine due but I latterly discovered that 21st Century insurance had overcharged me. I have tried to call them several times and each time I was on hold for close to an hour and fifteen minutes and then my call got disconnected. They pricier no other way to reach them and assume their customers are able to wait for hours only to be disconnected. Horrible.

      Business Response

      Date: 07/14/2023

      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

      Customer Answer

      Date: 07/25/2023

      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: 20264525




       


       


       

    • Initial Complaint

      Date:06/28/2023

      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 have been having problems reaching a representative regarding questions we have on the Personal Auto Policy Declaration effective 7/8/23. I tried calling the 21 st Century Insurance multiple times and have not been able to speak to a person. A recording come on and keeps repeating the same messages throughout the hold period. I called on 6/12/23, 6/14/23, 6/26/23, 6/27/23 and today 6/28/23. The longest that I was able to remain on hold for before I hung up was 1 hour, 40 minutes and 42 seconds. Then they sent us renewal notice reminder that we had not yet sent in our payment of $640.00. Our cost of auto insurance for the previous 6 months was only $542.00. They note that we drive our suburban 8,047 miles in 6 month which is incorrect as we barely drive it on the weekends 20 miles. The equinox they note 3,520 miles in 6 months. We bought the car 10 months ago and barely have 2,200 miles on it. I don't know what standards they use to calculate mileage but it is incorrect and should lower our auto insurance.

      Business Response

      Date: 07/07/2023

      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. 

      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: 07/12/2023

      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: 20250130




       


       


       

    • Initial Complaint

      Date:06/26/2023

      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 is 6/26/23 My 21st Century policy # is 360 48 92. I have been calling them for 2 weeks straight and to this date I have not been able to speak with a representative. The recording says the same thing, "I know it's hard to wait....blah, blah, blah...Your wait will be 20 minutes. I have left the phone holding for 2 hrs 10 min and surprised it didn't just hang up! I'm attempting to reduce my policy to liability only, so I will not be paying this installment until I speak with a representative of 21st Century.

      Business Response

      Date: 07/07/2023

      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. 

      Spoke with customer to assist with updating their policy. Sent confirming 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:06/26/2023

      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 an auto policy with them for many years. Sent in my check for payment as usual but it was never cashed. Then I get a notice saying that my policy is canceled and that I cannot reinstate online and that I must call them. I have tried four different times and have been ON HOLD FOR AN HOUR AND A HALF each time but no answer. Now I have no car insurance and I need to find a different company because I simply can’t reach anyone at 21st century.

      I would say it is bad customer service but it is literally zero customer service. I’m glad I’m not calling about an accident or a claim…… What kind of company practice is this? I go to them for protection and they can’t even handle simple administrative things.

      Business Response

      Date: 06/29/2023

      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.

      Left a message for customer and sent an email to them
      to assist.  

      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:06/26/2023

      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 have insured our cars with 21st Century Insurance (previously 20th Century Insurance) since 1973. Customer service has always been very good...until now. My wife picked up her new car last Wednesday, June 21, 2023. I called 21st that same day and again on Friday the 23rd. Both times the recorded message stated that my wait time would be "more than 20 minutes". After 50 minutes on hold with one of the calls I hung up because I simply don't have that kind of time. Next, I went on line thinking I could get better results. After completing the form the final screen stated "We're sorry but you cannot add a vehicle......at this time". Two more attempts ended the same way. The telephone recorded message also stated that I could log in to our account and leave an email. No where on the web site could I find that option. So at this time we have no proof of whether my wife's new car is insured or not. After a great relationship for so many years, this is very disappointing.

      Business Response

      Date: 06/28/2023

      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.

      Spoke with customer and updated their policy. Sent
      confirming 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

      Customer Answer

      Date: 06/29/2023

      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: 20239502




       


       


       

    • Initial Complaint

      Date:06/22/2023

      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.
      I have been trying to reach them by phone for two days. They put me on hold and never pick up. I was on the phone for 45 minutes. I've tried multiple numbers listed but all lead to the same customer service portal. I have a problem with my bill. There's a mistake on it that has raised my premium when it should have actually gone down. I spoke to someone in claims and roadside assistance to try to get some help in contacting someone. They could only offer me the same phone numbers. I asked about an email address or a way to leave a message on their website but the representatives couldn't find anything. I've been a policy holder for more than forty years and the customer service has never been this bad. Are they trying to get out of the insurance business by forcing their customers to terminate their policies and go with another insurer? This is no way to run a business.

      Business Response

      Date: 07/06/2023

      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 his inquiry.

      We have spoken to the customer and addressed the 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

      Customer Answer

      Date: 07/11/2023

      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.  It took a lot of work on my part but my policy has been corrected.  I have yet to try their phone system again but they assured me they were hiring new agents to handle the calls.





      Regards,



      Complaint ID: 20224649




       


       


       

    • Initial Complaint

      Date:06/21/2023

      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.
      My 21st century policy has been canceled, I need to nenew it ASAP.
      This cannot be done on their website.
      I've called and called and called being on hold for over an hour each time. For almost a month now.
      They never answer, or return any emails. How do I get ahold of this company?

      Business Response

      Date: 06/23/2023

      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 reviewed the customer’s concern and left a message
      for them that we sent an email response with our findings.

      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:06/21/2023

      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.
      I have been calling customer service to talk to representatives to delete a car since I cannot do it on line. I was on hold more than 1 hr for 2 weeks and never reached them. My email is J***************il.com policy number is ********* *********526.

      Business Response

      Date: 06/26/2023

      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.

      Our customer Service Department assisted and processed
      our customer’s request and we sent a confirming 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

      Customer Answer

      Date: 07/10/2023

      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: 20217135




       


       


       

    • Initial Complaint

      Date:06/21/2023

      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 contact customer service for 2 weeks each time i wait on hold for over 2 hours and the line just drops, no answer from this company at all. I need my declaration page to state my lien holder for proof of purchase with my bank, My monthly bill has increased due to improper statements from insurance.
      Ive already had to file a complaint with the DOI due to lack of communication for my claim.

      Business Response

      Date: 06/26/2023

      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.

      Our Customer Service Team assisted customer with requested
      change. We sent a confirming email to 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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