Complaintsfor21st Century Insurance
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/08/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
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 CompanyInitial Complaint
09/07/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
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 CompanyInitial Complaint
09/07/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
After several attempts trying to speak to an agent about my cars policy . I've come to you for help. I've tried for four weeks and Dailed at least ten different 21st century numbers .They just don't answer them . First of all my phone number needs to be update to set up an account .According to 21st century they claim that I already had an account set up and that my password was not correct so when I tap on password to change it , it gives a phone number to call that no one answers. Second ,lm a senior and I can't possibly drive all the miles they put me down for on the three cars. Those were not the mile I sent them. The average driver only drives about 10,000 miles a year 21st has me down for 17,000. I would appreciate getting this resolved soon. PS I'm thinking the email address needs to be updated also ?Business response
10/26/2023
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 CompanyCustomer response
11/01/2023
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: 20571591
Initial Complaint
09/07/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I’ve been trying to contact 21st century auto insurance for over a month to ask a question regarding my policy. Unfortunately I’ve been on hold for hours to no avail, this is extremely disappointing and time consuming. I’m being charged for a car that I don’t own anymore. The claims and roadside department pickup right away, however they aren’t authorized to revise a policy. Please help me revise my policy. I’m being charged monthly , however I can’t see a current policy, what’s going on?Business response
10/26/2023
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 CompanyInitial Complaint
08/29/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
If you are looking for a reliable insurance company, this is not it. They will never answer the phone. And i mean never. There have been times that i’ve called for roadside assistance, and have waited on hold for 3 hrs for a girl to come on the phone and be extremely rude. In the last 2 days, i’ve called 3 times. Each time on hold for over an hour. Who do we contact, and why is it so difficult to talk to someone??? I will be cancelling my policy.Business response
09/08/2023
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 our customer apologizing for the hold time by email. We were unable to reach by phone.
We thank you for your time and attention. If we can be of any further assistance, please contact us.
Sincerely,
21st Century Insurance CompanyInitial Complaint
08/25/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
It is impossible to get a hold of anyone at this company to assist with requested changes (i.e., cancellation) to an auto policy. Have called repeatedly and have been on hold for over an hour each time where nobody every answers the call. There is no email address for the company anywhere to be found on their website. How can a business operate in this way?Business response
09/14/2023
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 CompanyInitial Complaint
08/23/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I've been trying to contact 21st century customer rep for 2 days straight and each time I have been told the wait time would be 40 mins and yet I have been put on hold for closer to 2 hours without being able to talk to an agent! I need to amend my policy and understand why they are increasing my premium without notification!! Why isn't there an option for the customer to leave their number for a callback? How can I trust that a car insurance company will be responsive and taking care of me when there is an emergency? This is absolutely infuriating! I have been with 21st for more than 20 years and I will be shopping for a new car insurance company if I can't get in contact with somebody to get my issue resolved soon!!!Business response
09/12/2023
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.
Customer updated policy online. 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 CompanyInitial Complaint
08/22/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
This is the third attempt and I am on hold for over a half hour each time with no end in sight I simply have to get my husband off our policy as an insured driver. I have the required documentation from his doctor so this should be easy. How much resilience is required to complete this request? I feel patronized by the bot like voice that says We know it’s hard to wait…… No, you really don’t know how painful this is.Business response
09/25/2023
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.
We thank you for your time and attention. If we can be of any further assistance, please contact us.
Sincerely,
21st Century Insurance CompanyCustomer response
09/27/2023
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: 20508647
Initial Complaint
08/21/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Called everyday since 8/14/2023 to cancel there was an increase of full coverage for auto insurance on my 2012 Chrysler 200 Limited V6. The only solution I found out was to switch to the state required insurance. The increase was not affordable for me as a senior citizen on social security and a small retirement. I've been trying to reach them by phone. Which has been completely impossible. I have not experienced this it's totally frustrating and very annoying. There is no way to cancel online you have to speak to someone in customer service. I did not give them permission to renewal nor did they send me a reminder I did not submit nor did I sign a renewal form or am application. I did receive a cancellation notice this is a serious problem for me. Which can lead to non payment notices. Late notices and your credit score and reporting of late payments. All kinds of problems.Business response
09/19/2023
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.
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 CompanyCustomer response
09/25/2023
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: 20503998
Initial Complaint
08/21/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been attempting to contact customer services to make changes to my insurance policy; however, I have been placed on hold for over 2 hours each time without a response. I have been calling for over a week without any assistance. They have no email communication or chat service available. There is absolutely no way to communicate with them.Business response
09/08/2023
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.
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
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Contact Information
3 Beaver Valley Rd
Wilmington, DE 19803-1124
Business hours
Today,Open 24 Hours
| MMonday | Open 24 Hours |
|---|---|
| TTuesday | Open 24 Hours |
| WWednesday | Open 24 Hours |
| ThThursday | Open 24 Hours |
| FFriday | Open 24 Hours |
| SaSaturday | Open 24 Hours |
| SuSunday | Open 24 Hours |
Customer Complaints Summary
420 total complaints in the last 3 years.
84 complaints closed in the last 12 months.