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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: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 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 over 20 years and I will now be looking elsewhere. It's unacceptable to have this much trouble trying to talk with someone.

      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.

      We assisted customer with change request and 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

      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: 20215643




       


       


       

    • Initial Complaint

      Date:06/20/2023

      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’ve been trying to contact the company for multiple days to add my vehicle to my existing insurance. The website was down for two days, and now I still can’t add the vehicle. Nobody calls back and it makes me very worried that I can’t ensure coverage on my car.

      Business Response

      Date: 06/30/2023

      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 contacted customer service to add her vehicle.  Responded to customer in 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:06/20/2023

      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.
      On Friday 6/16/2023 and again today, Tuesday 6/20/2023, I have tried to reach 21st Century with a request to cancel my policy effective 7/1/2023. I called the customer service number on the web site 1-800-776-6600, requested a representative and was put on hold. Each time I have waited on hold for over an hour. I have yet to speak with a representative. There are currently no instructions on the web site for alternative methods to cancel my policy (no street address, email address or ability to cancel by editing the policy online).

      Business Response

      Date: 07/03/2023

      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: 07/11/2023

      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.





      Regards,



      Complaint ID: 20212432




       


       


       

    • Initial Complaint

      Date:06/16/2023

      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 been a 21st century customer for many years. I have been trying to reach them for several days and cannot reach anyone. I wait on hold for more than an hour and no one answers. I even tried calling Farmers Insurance, since they own 21st Century. I was able to speak to a representative with Farmers and they tried connecting to 21st Century to transfer the call, and even they weren't able to get a hold of anyone after more than 40 minutes. Only a few months ago I was able to contact 21st century with minimal wait times, now it seems like they never answer, unless a complaint is filed through the BBB, according to the numerous other complaints I read. Can someone from 21st century please contact me? Can we also get some transparency around what is going on to cause these ridiculous wait times? If this keeps happening, we will probably have to change insurance.

      Business Response

      Date: 06/30/2023

      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 called and left a
      message for the customer, providing a direct number and extension as well as
      sent an email with the same contact 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:06/16/2023

      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 have been trying to contact 21st Century for several months. The past month I have called daily M-F. Every morning and during my lunch break. I wait on hold for over an hour each time with no answer. I have scoured the website searching through every single option there is no where to get what I need. There is no where to send an email. There is no one working there.

      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 his inquiry.

      We called and left a
      message for the customer, providing a direct number and extension as well as
      sent an email with the same contact 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:06/16/2023

      Type:Product 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 policy with this company will end on the 21st of this month. I contacted several occasions with waiting times of one hour and ten minutes without a representative attention.
      I need to cancel my policy today, June 16th unfortunately the only way to do so is over the phone, as they no longer have an app, nor their website facilitates cancellation.
      I noticed several complaints stating the same issue with this company.
      I just need to get my policy cancelled on the 16th and my refund, as I am covered with a different company that provides customer service. Thank you

      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 his inquiry.

      We called and spoke with the customer and addressed all her 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

    • Initial Complaint

      Date:06/15/2023

      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.
      For the past couple of months, I have been trying to get a hold of a customer service agent to update my auto-insurance policy (add another car) and am never able to connect with a live person; the longest I have waited was 2 hours when the recording said it should take about 20 minutes. I have been a customer with 21st Century for almost 40 years and never had this kind of problem with them but am extremely frustrated. I see this is a common issue (very distressing to read) and the only way to connect with them is by complaining to BBB so I am hoping, I too will finally have success to update my auto-policy. Please help me to get in contact with a live person so I can provide the necessary details to update. Thank you.

      Business Response

      Date: 06/30/2023

      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 called and spoke to customer about 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: 07/12/2023

      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.  21st Century contacted me by phone on June 30th and made the updates to my policy, as requested.  I received an immediate confirmation of the change via email and a direct phone number to call for the Agent I spoke with, should I have any additional changes or questions that need to be addressed.





      Regards,



      Complaint ID: 20193411




       


       


       

    • Initial Complaint

      Date:06/14/2023

      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 received policy renewal notice and have been trying to contact representative (to update annual mileages on policy) for the last 4 days without success. I called 800-776-6600 and 800-241-1188 numerous times and always get the generic message about wait time of 20 minutes that ended up being more than 1 hour without anyone picking up the phone. I have no way of contact 21st Century Insurance to update my policy. No phone, no email .. This is unacceptable. I may have to cancel my policy.

      Business Response

      Date: 06/22/2023

      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.

      Provided customer the necessary information to help
      process their request.  

      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: 06/27/2023

      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.  I appreciate the business reaching out to me however I decided to stop doing business with them for now.





      Regards,



      Complaint ID: 20187555




       


       


       

    • Initial Complaint

      Date:06/14/2023

      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 tried for three days to get in contact with someone at 21st century to add a new vehicle. I got through to an employee after hours on hold and was told I would receive a call back and never did. I’ve tried many more times to call and am on hold for hours at a time.

      I have since gotten a. Policy with a different company and I would like to cancel my current policy with 21st, but have not been able to get through to anyone via phone call, website or email.

      My policy # is *******3
      Email address on file: ************************* ***** ******** ******* ******** ***** ***** **** ** ****** ********** ** ***** 
      I hope this can be resolved.

      Business Response

      Date: 06/16/2023

      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 emailed our customer and we are assisting them with
      their request.   

      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:06/12/2023

      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.
      Emailed to company with no response. Have been calling nonstop on hold for hours at a time. No response or answer, is this even a real insurance company ?! I need to make changes to my policy and clarification that I can’t get online. This is probably the worst experience with any customer service I have ever had, ever for anything.

      Business Response

      Date: 06/22/2023

      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 customer and assisting them with processing their cancellation
      request.  

      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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