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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

    • 418 total complaints in the last 3 years.
    • 9 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:07/17/2023

      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

    • 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

       

       

       

    21st Century Insurance is NOT a BBB Accredited Business.

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