Complaintsfor21st Century Insurance

• Initial Complaint

  05/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A car collided with mine in a parking lot on March 20, 2024, and the other parties' insurance (21st Century) deemed them at-fault and accepted liability for the loss (in an email to AMICA on March 22). 21st Centuries' claim number for this is 5028991932. 21st Century is underwritten by Farmer's Insurance Group. On April 23, I sent a copy of the bill for my out-of-pocket expenses for the car rental I had to get while getting my car repaired ($945.66). There's been no movement on getting this reimbursed despite multiple emails, and all I hear from the 21st Century rep (********************************om) is that their sub rep is supposed to be paying this. When I ask who that person is, I get no response. This is the typical unhelpful, "hope that giving a run-around to waste time will make the other person give up" tactic, and there's no reason for it. If anything, there should be a penalty for acting in bad faith. CA law says the party not at-fault is entitled to a rental car that's comparable to the one they needed to get repaired. The car I rented was at a lower level (and wasn't even considered a "special" category at the rental company, which is what a comparable car supposedly would have been, according to Enterprise), so there should have been no problem in getting this $945.66 reimbursement immediately and fully (including all taxes and fees).

  Business response

  05/13/2024

  We are pleased to confirm a payment in the amount of $945.66 was issued on May 10, 2024, for your out-of-pocket rental expenses.  

  Customer response

  05/24/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. It's May 24 and I still haven't received the payment. Regards, Complaint ID: 21701020    

  Business response

  06/04/2024

  We appreciate you taking the time to let us know how we are doing, and we are sorry to hear about your dissatisfaction with the handling of your claim.  We take the customer experience seriously and we will provide this information to the officer over our Claims operation to ensure you are contacted to discuss this matter further.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have switched away from Farmers insurance and there is a balance of $19.44. Farmers Insurance will not allow me to make the payment over the phone and they have directed me to online payment which is not working. They are threatening me that they will engage the collection agency for further action. How am I supposed to make the payment if they don't want to take the payment from me? Farmers insurance is mad at me that I have decided to go with other, much better insurance and now they are giving me hard time because they can. This practice should be illegal. Farmers Insurance claims that I owe them $19.44. Okay, I am willing to pay there is no need to giving me hard time. I left Farmers Insurance, no need to mean. If they are not willing to take the payment, how am I supposed to pay the final bill?

  Business response

  04/12/2024

  Please see attached response to customers concerns. Thank you.

  Customer response

  04/19/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 21558351

   

   

   

• Initial Complaint

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have auto and home insurance with Farmers Insurance in FL. Farmers has decided to no longer insure in FL, and I got notices in the mail stating that auto would end 2/28 and home would end 3/14. Optional policies for both auto and home were offered through different companies. I reviewed the new quotes and because my rates for both would have doubled, I decided to purchase insurance elsewhere. On 2/2, I purchased auto insurance from Progressive. When I went on the Farmers website to get contact info to cancel my current policy effective immediately, I saw an auto policy with Bristol West (a subsidiary of Farmers) that would be effective to start 2/28. I attempted many times to contact Mr. *********** and one of his associates Alexis Martin, by email, phone, and via the Farmers website to inquire about this policy. They never responded to any of my attempts at contact. I then called the main Farmers number and found out that unbeknownst to me, Jon *********** signed me up for an auto policy with Bristol West. I was told it was something I was supposed to have opted out of had I not wanted it. Farmers cancelled my existing auto policy that was ending on 2/28, but they said they could not assist with cancelling the Bristol West policy that would start 2/28, and only the local Farmers agent could do it. They tried reaching out to him while I was on the phone on 2-3 different occasions and each time said they couldn’t reach him. I then called Bristol West several times. Each time I was told over and over I could not cancel the policy on my own and *** ********* had to do it. And then no follow up from Jon *********** again. I finally called Bristol West again yesterday and after much demanding and me in tears the policy was cancelled internally. I am fearful now that I have home insurance with Slide, that *** ********* may have signed me up for, again without my knowledge. That is something I am looking into today. Without any assistance from *** ********* or his team.

  Business response

  03/04/2024

  
  
  Case: 21296508
  
  
  To Whom It May Concern:
  
  Thank you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
  
  To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer to address their specific concerns in the complaint above.

  Customer response

  03/06/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.I requested a copy of the opt out form that I was supposedly to have signed had I not wanted Farmers to sign me up for policies with other providers once they stopped insuring in FL. I was told they could not find one for my account and they provided a blank one. Now I want confirmation that there are no outstanding auto or home policies put in place by Farmers without my permission.  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Regards, Complaint ID: 21296508    

  Business response

  03/13/2024

  To Whom It May Concern:

  After our review we have found no additional home or auto policies within the Farmers Group of Companies. And all previous policies are out of force.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We cannot get an agent on the phone and we've been trying for a few months now. The annual mileage for each of our cars is incorrect and needs to be adjusted. And our renewal policy also has this incorrect annual mileage.

  Business response

  12/26/2023

  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.
  
  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 response

  01/04/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. My billing issue has not been resolved. I received an email from a 21st Century agent. I replied to them with info but got an Automatic Reply that they're out of the office till January 8th. So I'm waiting to hear back from them. That auto email is attached.  Regards, Complaint ID: 20969558

  Business response

  01/16/2024

  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 and assisted with the updates 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

• Initial Complaint

  09/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We've had our car insurance through 21st Century Insurance for almost 40 years and had previously never had a problem, however, because of a recent claim, which is being handled by their parent company, Farmers Insurance, I needed to contact them to get a copy of our original policy which is not available online (only a declaration page and amendments are available). I've tried over several days to call their customer service and have been on hold each time for hours, even being disconnected when it got close to their closing time. They don't have any way of leaving a message or a callback number - they do not have an online contact form or chat and they no longer have a local office to even visit. Speaking with Farmer's representatives, they have the same problem getting through. This is a ridiculous way to do business and being an insurance company, they should be required to be available to customers.

  Business response

  11/22/2023

  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.
  
  Review found that we previously spoke to our insured and provided the documentation that they requested. We sent an apology email for our delayed response and we confirmed the outcome of the previous contact.  
  
  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 response

  11/22/2023

  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: 20652870
  

   

   

   

• Initial Complaint

  09/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to call but I get placed on hold for over 2 hours, multiple times, and calling multiple phone numbers. I need to make a payment ASAP before I get canceled. The website is not working to accept my payment. I've tried multiple attempts, cleared browsers, and tried different browsers. When a customer can not receive help or even talk to anyone, time to find another insurance company. By the way, while I was on the phone, a friend had to call AAA insurance and was helped within 3 min. Hmmmm!

  Business response

  11/20/2023

  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.
  
  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

  09/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received policy renew notice and have been trying to contact representative to discuss a recent annual mileage increases on my policy for the past 5 days without success. Each time I was hold for over an hour. I’m retired and most of the time I stay hime, but they increase the annual mileage from 1,551 to 4551 miles, therefore my prenium increases. Even the .actual milages that I drove is less than 1,000 miles/ year

  Business response

  11/13/2023

  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.
  
  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 response

  11/14/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  Regards,

  Complaint ID: 20625217

   

  I have not heard anything from 21st century insurance.

   

  Business response

  12/05/2023

  To Whom It May Concern:
  
  Thank you for notifying 21st Century of the concerns presented to the Better Business Bureau.  
  

  We recently sent an updated email to the customer with the changes.
  
  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

  09/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been trying to contact 21st Century Insurance for months to add my 16 year old child/driver to my policy, and update them on the status of one of my other child drivers. There is simply no way to reach them. Following is what I've tried over that time: 1. Tried adding my 16 year old child/driver on their web site. It's not possible because the child's year of birth (2006) is not an available option, so I can't move forward past that entry. Only 2005 and older is available for year of birth. 2. Tried calling dozens of times on different days and different times. You just sit there on hold for hours until the line finally goes dead, and you get hung up on. 3. Tried emailing them at existing addresses I had for them. They either do not respond or are bounced back undeliverable. There is no email address published on the web site to reach out to them. 4. Tried sending letters by US Mail to the address on my policy (21st Century Insurance Company, P.O. Box 15510, Wilmington, DE 19886-5292). Waited another 5 weeks and received no response. I've been a 21st Century Insurance Customer for decades. Never had issues before this. I currently have 5 cars insured with them. No tickets, no accidents, nothing unusual on my side. Just can't get any service or even a contact to be able to add my child as a driver to the policy.

  Business response

  10/30/2023

  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 sent an 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 response

  10/31/2023

  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: 20579142
  

   

   

   

• Initial Complaint

  09/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to contact customer service to make changes to my auto policy for the last 3 months and always get put on hold. After the elimination of their insurance app I have been unable to talk to an agent to make these changes happen. Will be changing auto insurance carrier since CS with this company is non-existant.

  Business response

  11/06/2023

  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.
  
  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

  09/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since August 1st 2023 I had been trying to update my auto insurance policy with 21st Century and I have tried numerous times to talk to someone but all in vain. Please get me help in the matter, thanks.

  Business response

  10/25/2023

  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.
  
  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
  
  

*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. ↩