21st Century Insurance
Reviews and Complaints

HI,

You double charged me for my 1st out of 4 payments.

After I changed the credit card for Autopay, you charged me from the old card on Sept 13, 2023, and the second day, you charged me from the new card on Sept 14, 2023. What kind of criminal systems are you using?

So I called this so called customer service number: 1-80*-***-****, a million times.

My conclusion is that the number is a dead number, there are dead ghosts behind it if there is anything behind it at all.

So I asked my credit card company to refuse to pay on my old card. A few days later, I received a letter from 21st, with the stupid name Carlo DiRado, which happens to be in every doc from 21st insurance I have, saying that because I did not pay, so my car insurance will be terminated, and it is illegal to drive w/o the insurance, and ask me to pay the amount + fines/fees before whatever day, and of course, left that ghost customer service number for me to call.

So I called the claim number to try to find someone to route me to this Carlo DiRado, or some other idiot in that department, and it turns out that they basically send me back to the same dead number and telling me that I am in the high priority queue, which is definitely a lie.

21st insurance, you are disgusting criminal.

period. If you have any questions regarding what I labelled you as, please call me at 1-80*-***-****.

Regards,

Jinfei

DO NOT EVER INSURE YOUR CAR WITH 21ST!! You will never be able to get a hold of an agent.

I am on my 3rd day of attempting to contact 21st Century via phone. It started with needing to make a minor change to my policy that you can only do via phone. First day: 2 hours on hold. By the time 6pm PST came around, their hold message suddenly changes and says "Sorry, we are now closed" and then hangs up on you.

While I was on I got so frustrated that I got a quote from another more reputable insurer with double the coverage I had with 21st for $700 less. Problem is, I still need to get a hold of 21st to cancel my policy due to their unacceptable wait times. Of course, the only way to cancel is to call and speak to an agent.

Second day: 4 hours on hold. I figured I'd start calling earlier to hopefully get in before they close.

After 4 hours on hold (I just left my phone on all day with an airpod in one ear while at work) 6:10pm PST comes around, and they again say "Sorry we are now closed" and hang up. I called their claims department and within about 5 minutes I'm able to get someone on the line. He is rude, says the customer service is not closed, transfers me back to the line with the automated message that says they're closed. I call claims AGAIN, get another person who is SUPER HELPFUL.

She reveals that their claims department is actually through Farmers and that they have had TONS of reports of customers not being able to get through to customer service at 21st. She emails her supervisor to let them know the issue and have someone contact me the next day. Well, surprise...no one contacted. I start looking online and find reports of people literally waiting on hold from 7am to 6pm and never getting through and they have the screenshots of wait times on their phone to prove it.

So, here I am again on my day off I've currently been on hold for 2 hours and counting.

I don't even believe at this point that there is a customer service line. Something extremely shady is going on with this company. It was a major red flag when they no longer offered an app. Their website is archaic and unusable, you can't email them, and the customer service line is non-existent.

I have been insured by 21st since I was 16 and have spent DECADES paying into their insurance. Thank god I never actually needed to make a claim. DO NOT TRUST THIS COMPANY.

Every other reputable insurance company has an email address, chat support, and a functioning customer service line. AVOID AT ALL COST.

Up to present my letter on October 6, 2023 to your company remains unanswered re: my issue on the significant premium increase on my 2007 Toyota Prius under my policy # 8199 ** **. I was informed during my phone call to one of your staff said that the driver I assigned to this vehicle has a moving violation and a new driver as the main reason the premium on this car increased by more than 200%.

In that letter I sent lately I requested that we deserve a more reasonable premium rate because we confirmed from DMV that she has no derogatory driving record which we attached to our letter. Be informed that we also cited that in our 2 decades with your company we have maintained our good driving records and has never made any claim ever.

By the way we addressed our letter to your Wilmington, DE office as indicated in your policy document.

Hope I would expect a response on this matter this time. Thank you.

I've need to speak to a representative to make a change to my policy. After waiting on hold for an hour and a half yesterday I had to hang up without speaking to anyone.

Today when I called the message noted that the wait would be "about 20 minutes". I've been on hold for 1 hour and 45 minutes and counting.

Even if they have almost no customer service staff they could make this more bearable by 1) setting up a callback queue so you don't have to wait on hold if you don't have the time; and 2) providing accurate information to people on hold as to the expected wait and or the number of people waiting ahead of you. The lame system they currently have is disrespectful their customers.

re: Policy # 150**** Thomas G******

{{{Edited}}}

2017 Toyota Camry SE was totaled by 21st Century Insurance on 8/16/2023. It was replaced a week later with a 2022 Toyota Camry. I was able to add the 2022 Toyota to the policy, but the site will not let me cancel the policy for the 2017 Toyota online. I have called Customer Service 5 times and was on hold for over an hour each time before hanging up. The site is showing that a large additional premium is due on the new vehicle in addition to the premium on the 2017 totaled car. PLEASE help to remove the 2017 Toyota from the policy.

I am the POA for the policyholder.

For two weeks I have been trying to connect with 21st for a change of vehicles. Consistent with your bad reviews, "customer service" is not reasonably available by phone.

I had first tried to use your automated system and got to the end when I got the message, "Sorry, we are unable to process your request." No reason given. On September 25, I mailed all the information required to your record address - PO Box 15510, Wilmington. No response.

What's the explanation and what more do I need to do? I see from policy documents there is "Carlo DiRado, Licensed Insurance Agent," but he doesn't show a phone # or email address.