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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:06/12/2023

      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.
      Not been able to talk to anyone and no one calling me back.

      Business Response

      Date: 06/21/2023

      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 left a message for our customer and sent them an
      email response.

      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: 06/25/2023

      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: 20176069




       


       


       

    • Initial Complaint

      Date:06/12/2023

      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 in contact with Customer Support regarding cancellation of the current active policy, however with NO regard to any action by me have they answered any phonecalls or emails for almost a week now. With wait-times over an hour and still no responses, I am starting to believe they are trying to screw me out of money. I cannot find a different alternative to cancellation of my policy before it renews, in which if it does without any avail I will take this to legality. Looking for a resolve, very frustrated.

      Business Response

      Date: 06/13/2023

      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.

      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

      Customer Answer

      Date: 06/15/2023

      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: 20174890




       


       


       

    • Initial Complaint

      Date:06/12/2023

      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.
      Have not been able to contact customer service for 4 days - There is no email or chat option available although while on wait it asks to contact via email on the website - I've been holding between 1-2 hours every time calling early mornings.. There is conflicting billing statements for my account - suddenly it was raised $400 although nothing has changed - I even got a $67 check from them in the mail then my billing statement was raised by $400

      Business Response

      Date: 06/19/2023

      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.

      We spoke with our customer and sent an email with information
      to help ensure that we have the most up to date information for them. 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

      Customer Answer

      Date: 06/26/2023

      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: 20174565




       


       


       

    • Initial Complaint

      Date:06/07/2023

      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.
      We have auto insurance with 21st Century Insurance, and have been trying to remove a car from our policy for some time. The car was totaled a month ago in an accident that 21st/Farmers handled the claim for, and yet they haven't removed the car from our policy and are still charging us. We have attempted multiple times to remove the vehicle via the website but it says we can't do that. I've called the company and waited on hold for over an hour (currently at 1:15:26 for today’s call), but no one ever answers. My husband and I have both emailed the company and received an automatic response saying someone will get back to us, but no one ever emails back. Our emails of complaint are ignored. At this point, we're paying for a car that we want to delete, and have been. We’ve successfully added another car without problem but are frustrated beyond reasonably that we can’t reach a single human soul. It's as if all of the humans have disappeared, except that 21st’s computer is still charging us for their services! We need help in getting our car removed and getting in touch with an actual person at this company. This is the worst customer service I have ever experienced!

      Business Response

      Date: 06/12/2023

      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.

      We confirmed for our customers that their policy has
      been updated and that one additional transaction is being completed. We will
      let them know once that transaction is completed. We sent a confirming email to
      them.

      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:06/07/2023

      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.
      On May 30th 2023 I called 21st century to cancel my policy and was hold for an 1 hour 1/2. I hung up in frustration since they said that it would a 20 minute wait. On May 31st 2023 again I called and was on hold for over an hour. I got frustrated and email to [email protected] that was canceling my policy and received no answer. On June 1st 2023 I called again and was on hold for 2 hours. I got frustrated and email to another address [email protected] advising the about my email on the 31st of May 2023. On June 2nd I sent letter in the mail to their address 21st Century Insurance
      PO Box 15510
      Wilmington, DE 19886-9252. I also attached the emails that had previously sent to them. Still no answer

      Business Response

      Date: 06/08/2023

      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.

      We responded to customer via email to assist with their
      policy and process their request. We reached customer by phone and processed
      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:06/05/2023

      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 the phone on hold for 1 hour 45 minutes trying to update my insurance policy. I can’t reach anyone. Are they having financial problems? Are they still around? It’s very difficult getting a hold of anyone which makes me wonder if they’re having financial difficulties.

      Business Response

      Date: 06/08/2023

      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.

      Left a message for customer. Also responded to customer
      concern via 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:06/03/2023

      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.
      can't get a hold of a customer service rep. Long waits with no answer. Should have call back feature. Been going on for a week.

      Business Response

      Date: 06/08/2023

      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.

      Left a message for customer. Also responded to customer
      via email offering them to respond and we will gladly review and assist them.

      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:05/31/2023

      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.
      They totaled my car in early May. I have been trying almost daily to get a hold of the policy department to remove the car from my bill that was due May 25 and have been put on hold one hour plus every time with no one answering any time. There is no other way on their website to contact them and I cannot make changes online to my policy. They just automatically took a payment for 6 months for the car that they already possessed through the total weeks earlier. After weeks of trying to get a hold of someone about this I am questioning that this is a legitimate business.

      Business Response

      Date: 06/06/2023

      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.

      Left a message for customer. Processed customer’s
      request and 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: 06/07/2023

      Better Business Bureau:


      I have reviewed the response made by the business in reference to my complaint. Once the refund check has been received, I will withdraw this complaint. The business still needs to increase its staffing levels to be able to answer customer calls. 





      Regards,



      Complaint ID: 20124911




       


       


       

    • Initial Complaint

      Date:05/30/2023

      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 need to remove a vehicle from my auto insurance because it was totaled and they paid me out on it so they being 21st Century Insurance now owns that car I've been on the hold for over 3 hours and cannot get an answer I've gone online and tried to delete the vehicle and it says it cannot be deleted at this time I've tried several different numbers for an extended period of time and cannot get an answer from anybody

      Business Response

      Date: 06/06/2023

      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.

      Our Customer Service Team processed our 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

    • Initial Complaint

      Date:05/26/2023

      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 am trying to log into my account to change my payment method. The email address on file is an old one that I no longer have access to but I am unable to update it because 21st Century is sending the link to update my user ID to the old email address. I have been unsuccessful in contacting customer service and have now been on hold for almost an hour. I can use the online tools if I could get into my account. This is frustrating. I need to update my email address so that I can have my user ID sent to me so that I can update my payment method. Please help me.

      Business Response

      Date: 06/05/2023

      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 and spoke with our customer and assisted them
      with their request. We sent them 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: 06/06/2023

      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: 20109730




       


       


       

    21st Century Insurance is NOT a BBB Accredited Business.

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