We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

21st Century Insurance has 114 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 418 total complaints in the last 3 years.
    • 10 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:06/26/2023

      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

    • 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

       

       

       

    21st Century Insurance is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.