This 21st Century review will analyze the change in the JD Power auto insurance study scores & ratings for 21st Century Insurance over the last several years. The annual JD Power insurance surveys are, in my opinion, the most objective and relevant indicators of insurance company customer & claims satisfaction, by gathering the opinions of thousands of auto insurance customers. However, the power circle ratings used by JD Power can be misleading, with some top four and five power circle rated companies not scoring much above the score of the average company.
This review will look at the JD Power ratings & numerical scores for 21st Century, in all the JD Power insurance studies where it was included in the last three years, to see what its current JD Power ratings really say about the quality of the claims & customer service for the company.
Another measure of quality for an automobile insurance company is the number of upheld complaints filed against it with a state’s insurance regulatory authority, adjusted for the company’s market share. This review will show you if 21st Century has a better than average, average, or below average complaint record for 2009, 2010, 2011, 2012, 2013 & 2014. Additionally, I’ll review the AM Best Financial Strength Rating (FSR) for 21st Century insurance.
The smart insurance buyer shops for the best combination of coverage, price, and service, so be sure to use the ad below this paragraph (or the ad at the end of this review) to get price quotes from multiple insurance companies and find the best insurance company for you.
I update or write new auto & home insurance company reviews with the latest data throughout the year. Bookmark this page or my website homepage so you can keep up with information about your insurance company & its competitors.
21st Century Auto Insurance Review
The detailed information in this review compares 21st Century auto insurance to the industry average and competing companies for customer service, claims processing performance, customer complaints, financial strength, and insurance rates, but if If you don’t want to read all the details, you can go to this review on my website here, to see at a glance if 21st Century consistently performs better than average, average, or worse than average for customer service, claims, and pricing, and compare 21st Century to over 40 other U.S. auto & home insurance companies.
This 21st Century insurance review is divided into four sections, considering its: 1. AM Best Financial Strength Ratings, 2. JD Power customer & claims satisfaction ratings compared to competing insurance companies, 3. auto insurance customer complaint record, and 4. my review summary of 21st Century, where I conclude if its auto insurance customer service, claims, and complaint record is average, better than average, or below average.
1. AM Best Financial Strength Ratings for 21st Century Insurance
The 21st Century companies (21st Century Advantage Insurance Company, 21st Century Assurance Company, 21st Century Auto Insurance Company of New Jersey, 21st Century Casualty Company, 21st Century Centennial Insurance Company, 21st Century Indemnity Insurance Company, 21st Century Casualty Company, 21st Century Insurance Company, 21st Century Insurance Company of the Southwest, 21st Century National Insurance Company, 21st Century Pacific Insurance Company, 21st Century Pinnacle Insurance Company, 21st Century Preferred Insurance Company, 21st Century Premier Insurance Company, 21st Century Security Insurance Company, 21st Century Superior Insurance Company, American Pacific Insurance Company, Inc., and Farmers Insurance Hawaii, Inc), owned by Farmers Insurance Group, which itself is a part of the international conglomerate, Zurich Insurance Group, had their A (Excellent) AM Best Financial Strength Rating with a stable outlook (no ratings upgrade or downgrade is expected in the near future) reaffirmed on 10/02/2015. An “A” grade is the third highest rating for AM Best.
AM Best financial strength ratings are not a measure of customer service or the quality of the claims adjusting for the 21st Century companies, but an opinion about their ability to pay claims, remain financially solvent, and stay in business. I recommend avoiding, if possible or practical, any auto or homeowners insurance company with lower than an “A-” rating for financial strength from AM Best. Some major auto & home insurance companies have higher financial strength ratings than the 21st Century companies, but the difference in financial strength among A++, A+, A, & A- rated companies is not significant to me unless higher rated companies are the same or better in terms of price, coverage, claims handling, and customer service.
Source: AM Best Rating for 21st Century Advantage Insurance Company
2. 21st Century Insurance JD Power Ratings Analysis for 2011, 2012, 2013, 2014, 2015 & 2016
Here are the actual scores for 21st Century in the JD Power insurance studies (2011-2016) where 21st Century was rated, & their relation to scores of competing companies as well as the study average. 21st Century is usually included in three annual JD Power insurance studies: The Annual JD Power US Auto Insurance Customer Satisfaction Study, the Annual JD Power US Auto Claims Satisfaction Study, and the Annual JD Power Auto Insurance Purchase Experience Study.
The Annual JD Power US Auto Insurance Customer Satisfaction Study
The JD Power US Auto Insurance Customer Satisfaction Study consists of eleven regional studies. 21st Century is usually rated in the California, Florida, and Mid-Atlantic regional studies.
California Region (CA only):
2015: 21st Century scored 21 points (on a 1,000 point scale) or 2.1% below the 2015 California region average, at 782 out of 1,000 points.
Here is how 21st Century rated in the California region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Three Power Circles (about average)
Price: Three Power Circles (about average)
Billing & Payment: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Three Power Circles (about average)
Safeco, Nationwide, Liberty Mutual, and Mercury scored about the same (within 5 points) as 21st Century in the 2015 California Region study.
These companies scored 1.1% or more higher than 21st Century in the 2015 California Region study (from highest scoring company to lowest scoring company): USAA, Wawanesa, Hartford, Auto Club of Southern California, Ameriprise, State Farm, Esurance, GEICO, Progressive, Allstate, CSAA, and Farmers.
These companies scored 1.4% or more lower than 21st Century in the 2015 California Region study (from highest scoring company to lowest scoring company): Travelers & Infinity.
2014: 21st Century scored 24 points (on a 1,000 point scale) or 2.4% below the 2014 California regional study average, at 771 out of 1,000 points.
Here is how 21st Century rated in the five factors used to determine its overall auto insurance customer satisfaction score in the California region for 2014:
Policy Offerings: Three Power Circles (about average)
Price: Three Power Circles (about average)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
21st Century was the second lowest scoring auto insurance company for 2014 in the California region, with Travelers scoring only 6 points (on the 1,000 point scale) lower than 21st Century.
These companies (in order of highest scoring company to lower scoring company) scored 4.2% or more higher than 21st Century, and 1.8% or more higher than the 2014 CA study average: USAA, Wawanesa, Ameriprise, Auto Club of Southern California Insurance Group, The Hartford, and State Farm.
These companies (in order of highest scoring company to lower scoring company) scored 2% or more higher than 21st Century, and close to the 2014 CA study average: GEICO and Allstate.
2013: 21st Century scored 752 points out of 1,000 points, receiving a 3 power circle rating (about average), but was 25 points (2.5%) below the California study average score of 777 out of 1,000 points. It was the lowest scoring company in the region rated at 3 power circles, and scored only 7 points higher than Travelers, rated at two power circles in the region. 21st Century scored far enough below the average to be considered below average, and not “about average” as its 3 power circle rating suggests. 21st Century scored 5 points less in this region as it scored for this region in 2012.
2012: 21st Century scored 757 points out of 1,000 points, receiving the lowest rating of two power circles, and was 28 points (2.8%) below the California study average score of 785 out of 1,000 points. It was the third lowest scoring company in the region, scoring slightly above Farmers, and 52 points (5.2%) above Infinity auto insurance. 21st Century scored far enough below the average to be considered below average for auto insurance customer satisfaction.
California Region Auto Insurance Satisfaction Summary: 21st Century scored 2.8%, 2.5%, 2.4% and 2.1% below the CA region average each year in the 2012, 2013, 2014 & 2015 studies respectively, showing a strong trend of below average auto insurance customer satisfaction in California.
Florida Region (FL only):
2015: 21st Century scored 32 points (on a 1,000 point scale) or 3.2% below the 2015 Florida region average, at 797 out of 1,000 points.
Here is how 21st Century rated in the Florida Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Two Power Circles (lowest rating)
Price: Three Power Circles (about average)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Five Power Circles (among the best)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored .4% or more higher than 21st Century in the 2015 Florida Region study (from highest scoring company to lowest scoring company): USAA, GEICO, Progressive, Allstate, Metlife, State Farm, Liberty Mutual, Nationwide, and Hartford.
Of these companies, USAA, GEICO, Progressive, Allstate, and Metlife scored 3.2% or more higher than 21st Century in the 2015 Florida Region study.
These companies scored .3% or more lower than 21st Century in the 2015 Florida Region study (from highest scoring company to lowest scoring company): Auto-Owners, Travelers, Esurance, and Safeco.
2014: 21st Century scored 43 points (on a 1,000 point scale) or 4.3% below the 2014 Florida regional study average, at 762 out of 1,000 points.
Here is how 21st Century rated in the five factors used to determine its overall auto insurance customer satisfaction score in the Florida region for 2014:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
21st Century was the lowest scoring auto insurance company for 2014 in the Florida region.
These companies (in order of highest scoring company to lower scoring company) scored 4.2% or more higher than 21st Century, and about the same or higher than the 2014 FL study average: USAA, The Hartford, Auto-Owners Insurance, Progressive, MetLife, Allstate, State Farm, and GEICO.
2013: 21st Century scored 773 points out of 1,000 points, receiving the lowest rating of two power circles, and its score was 17 points (1.7%) below the Florida study average score of 790 out of 1,000 points. Although 21st Century has a lower power circle rating in Florida than in California, its score in Florida is 21 points (2.1%) higher than California, and its score in Florida is closer to the Florida region average, than its California score is to the California region average. I use the somewhat arbitrary measure of a company being 2% or more above or below the average score as a “significant’ difference. The score for 21st Century in the Florida region is below average, but considering the 17 point difference on a scale of 1,000 points, it is only somewhat below average. When compared to Esurance, which scored 13 points below 21st Century, and 30 points (3%) below the study average, 21st Century looks like a slightly better option for auto insurance customer satisfaction than some of the other 2 power circle rated companies.
2012 Southeast Region (Alabama, Florida, Georgia, Kentucky, Louisiana, Mississippi, N. Carolina, S. Carolina, & Tennessee): 21st Century scored 774 points out of 1,000 points, receiving the lowest rating of two power circles, and was 40 points (4%) below the SE regional study average score of 814 out of 1,000 points. It was the third lowest scoring company in the region, above Safeco & Direct General auto insurance. 21st Century scored far enough below the average to be considered below average for auto insurance customer satisfaction.
Florida Region Auto Insurance Satisfaction Summary: 21st Century scored 1.7%, 4.3%, and 3.2% below the FL region average each year in the 2013, 2014, & 2015 studies respectively, showing a strong trend of below average auto insurance customer satisfaction in Florida.
Mid-Atlantic Region (Pennsylvania, New Jersey, Delaware, Maryland, Washington, D.C., West Virginia & Virginia):
2015: 21st Century scored 41 points (on a 1,000 point scale) or 4.1% below the 2015 Mid-Atlantic region average, at 781 out of 1,000 points. 21st Century was the lowest scoring company in the 2015 Mid-Atlantic Region study.
Here is how 21st Century rated in the Mid-Atlantic Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 2% or more higher than 21st Century in the 2015 Mid-Atlantic Region study (from highest scoring company to lowest scoring company): USAA, NJM Insurance, Erie, Hartford, State Farm, GEICO, Allstate, Travelers, Progressive, Nationwide, Liberty Mutual, and Plymouth Rock Assurance.
These companies scored lower than 21st Century in the 2015 Mid-Atlantic Region study (from highest scoring company to lowest scoring company): None.
2014: 21st Century scored 22 points (on a 1,000 point scale) or 2.2% below the 2014 Mid-Atlantic regional study average, at 784 out of 1,000 points.
Here is how 21st Century rated in the five factors used to determine its overall auto insurance customer satisfaction score in the Mid-Atlantic region for 2014:
Policy Offerings: Two Power Circles (lowest rating)
Price: Three Power Circles (about average)
Billing & Payment: Two Power Circles (lowest rating))
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
21st Century was the third lowest scoring auto insurance company for 2014 in the Mid-Atlantic region, scoring only 3 points higher than Plymouth Rock Assurance NJ (Highpoint Insurance available in the state of NJ only) and scoring only 5 points (on the 1,000 point scale) higher than Liberty Mutual.
These companies (in order of highest scoring company to lower scoring company) scored 4.6% or more higher than 21st Century, and 2.4% or more higher than the 2014 Mid-Atlantic study average: USAA, NJM Insurance Co., The Hartford, and Erie Insurance.
These companies (in order of highest scoring company to lower scoring company) scored 2.5% higher than 21st Century, and about the same as the 2014 Mid-Atlantic study average: GEICO and State Farm (tie score).
2013: 21st Century scored 747 points out of 1,000 points, receiving the lowest rating of two power circles, and it was a huge 55 points (5.5%) below the regional average score of 802 out of 1,000 points. It was the lowest scoring company in the entire region, and it was the lowest score received by 21st Century in the regions where it was rated. If you live in one of these states making up the Mid-Atlantic region, do not choose 21st Century expecting acceptable customer satisfaction. 21st Century scored 16 points lower in this regional study for 2013, than it scored in this region for 2012.
2012: 21st Century scored 763 points out of 1,000 points, receiving the lowest rating of two power circles, and was 44 points (4.4%) below the regional study average score of 807 out of 1,000 points. It was the second lowest scoring company in the region, above High Point auto insurance. 21st Century scored far enough below the average to be considered below average for auto insurance customer satisfaction.
Mid-Atlantic Region Auto Insurance Satisfaction Summary: 21st Century scored 4.4%, 5.5%, 2.2%, and 4.1% below the Mid-Atlantic region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a strong trend of below average auto insurance customer satisfaction in the Mid-Atlantic region states of DC, DE, MD, NJ, PA, VA, and WV.
The 2011 JD Power Auto Insurance Customer Satisfaction Study was compiled into a single national survey (like most of the other JD Power insurance studies now), scoring & rating the largest auto insurance companies in the USA.
2011 National study (All States & DC):
21st Century scored 741 points out of 1,000 points, receiving the lowest rating of two power circles, and was 49 points (4.9%) below the national study average score of 790 out of 1,000 points. 21st Century scored far enough below the average to be considered below average for auto insurance customer satisfaction.
The Annual JD Power US Auto Claims Satisfaction Study
2015: 21st Century scored 14 points (on a 1,000 point scale) or 1.4% below the 2015 US auto claims satisfaction study average, at 843 out of 1,000 points.
Here is how 21st Century rated in the six factors used to determine its overall auto insurance claims satisfaction score in 2015:
First Notice of Loss: Two Power Circles (lowest rating)
Service Interaction: Three Power Circles (about average)
Appraisal: Three Power Circles (about average)
Repair Process: Two Power Circles (lowest rating)
Rental Car Experience: Three Power Circles (about average)
Settlement: Three Power Circles (about average)
Overall Auto Claims Satisfaction: Three Power Circles (about average)
These insurance companies scored .5% or more higher than 21st Century in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): New Jersey Manufacturers, Auto Owners, USAA, Amica, Auto Club of Southern California, Hartford, Nationwide, Erie, Allstate, American Family, Farmers, Safeco, State Farm, GEICO, Liberty Mutual, Progressive, Country Financial, Mercury, Travelers, and CSAA Insurance Group.
These insurance companies scored .8% or more lower than 21st Century in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): Hanover, Metlife, Automobile Club Group, Esurance, and MAPFRE-Commerce Insurance.
2014: 21st Century scored 25 points (on a 1,000 point scale) or 2.5% below the 2014 auto claims satisfaction study average, 832 at out of 1,000 points.
Here is how 21st Century rated in the six factors used to determine its overall auto insurance claims satisfaction score in 2014:
First Notice of Loss: Two Power Circles (lowest rating)
Service Interaction: Two Power Circles (lowest rating)
Appraisal: Two Power Circles (lowest rating)
Repair Process: Two Power Circles (lowest rating)
Rental Car Experience: Five Power Circles (among the best)
Settlement: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
21st Century was the fourth lowest scoring auto insurance company in the 2014 Auto Claims Satisfaction Study, scoring about the same (1 point difference) as Auto Club, California State Automobile Association (CSAA), and Liberty Mutual. 21st Century scored 16 points (1.6%) higher than Esurance, and 28 points (2.8%) higher than Commerce Insurance.
These companies (in order of highest scoring company to lower scoring company) scored 3.4% or more higher than 21st Century, and .9% or more higher than the 2014 Auto Claims Satisfaction Study average: Amica, USAA, Auto-Owners, State Farm, American Family, Auto Club of Southern California, and The Hartford.
These companies (in order of highest scoring company to lower scoring company) scored 2% higher than 21st Century, and within 5 points of the 2014 Auto Claims Satisfaction Study average: Erie, Travelers, Mercury, GEICO, Nationwide, Country, and Safeco.
These companies, although scoring .8% or more below the 2014 Auto Claims Satisfaction Study average, still scored .6% or more above 21st Century: Allstate, Metlife, Farmers, and Progressive.
2013: 21st Century scored 35 points (on a 1,000 point scale) or 3.5% below the 2014 auto claims satisfaction study average, at 820 out of 1,000 points.
2012: 21st Century scored 821 points on the 1,000 point scale, receiving the lowest rating of 2 power circles, and was 31 points (3.1%) below the industry average for the 2012 study, which was 852 points on the 1,000 point scale. 21st Century was the 4th worst scoring company in the 2012 study, and its score was enough points below the average, to confirm it has lower auto claims satisfaction among its customers, than auto insurance companies scoring above the 2012 study average, like Allstate & State Farm, and even GEICO & Progressive, which both scored 21 points (2.1%) higher than 21st Century in the 2012 study.
21st Century scored much higher in the 2012 study than it scored in the 2011 study, so auto claims satisfaction is improving, but we will have to wait and see if that trend continues for 2013.
2011: 21st Century scored 771 points on the 1,000 point scale, receiving the lowest rating of two power circles from JD Power. The industry average for the 2011 study was 846 out of 1,000 points, so 21st Century scored 75 points (7.5%) below the average score.
Summary: Auto claims satisfaction for 21st Century, as measured by this study, is consistently way below average, and is one of the lowest scoring companies each year from 2011 to 2015. Although its score improved in 2015, 21st Century was still the 6th lowest scoring company (out of 26 companies) in the 2015 auto claims satisfaction study.
The Annual JD Power Auto Insurance Purchase Experience Study
In my opinion, the JD Power Auto Insurance Purchase Experience Study is the least important JD Power study for choosing a car insurance company. A car insurance company with terrible claims handling and customer service, but knowing it has an easy purchasing experience, is of little value. Buying auto insurance with most companies is easier than ever in 2016, and even before technology simplified things, the ease & accuracy of the sales process always depended more on the experience and customer focus of the agent quoting you, not the choice of insurance company. However, this study is useful as a sign of competitive pricing, since a company’s score is a reflection of the satisfaction of auto insurance shoppers with the prices they were quoted by the insurance company. This study considers and rates three categories: price, distribution channel (Website, Local Agent, Call Center Representative), and policy offerings, to determine a company’s numerical score for overall satisfaction in the purchasing experience.
2016: 21st Century scored 31 points (on a 1,000 point scale) or 3.1% below the 2016 JD Power Auto Insurance Purchase Experience study average, at 795 out of 1,000 points, tying with Metlife for the lowest scoring company in the study.
The 2016 U.S. Insurance Shopping Study was based on responses from more than 17,000 shoppers who requested an auto insurance price quote from at least one competitive insurer in the past 9 months and includes more than 50,000 unique customer evaluations of insurers. The study was fielded in April, July & October 2015, and January 2016.
Here is how 21st Century rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2016:
Pricing: Two Power Circles (lowest rating)
Website: Five Power Circles (among the best)
Local Agent: Two Power Circles (lowest rating)
Call Center Representative: Two Power Circles (lowest rating)
Policy Offerings: Two Power Circles (lowest rating)
Overall Auto Insurance Purchase Satisfaction: Two Power Circles (lowest rating)
These companies rated better than average for lower auto insurance rates in the 2016 JD Power Auto Insurance Purchase Experience study: USAA, Erie, Liberty Mutual, The Hartford, American Family, Automobile Club Group, Travelers, Ameriprise, CSAA Insurance Group, and Mercury.
These companies rated worse than average for lower auto insurance rates in the 2016 JD Power Auto Insurance Purchase Experience study: Progressive, Allstate, 21st Century, and MetLife.
2015: 21st Century scored 26 points (on a 1,000 point scale) or 2.6% below the 2015 JD Power Auto Insurance Purchase Experience study average, at 807 out of 1,000 points.
Here is how 21st Century rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2015:
Pricing: Three Power Circles (about average)
Website: Two Power Circles (lowest rating)
Local Agent: Three Power Circles (about average)
Call Center Representative: Three Power Circles (about average)
Policy Offerings: Two Power Circles (lowest rating)
Overall Auto Insurance Purchase Satisfaction: Two Power Circles (lowest rating)
These companies rated better than average for lower auto insurance rates in the 2015 JD Power Auto Insurance Purchase Experience study: USAA, Erie, Ameriprise (available through Costco), The Hartford, California State Auto Association, Amica Mutual, Liberty Mutual, Auto Club Group, Travelers, & GEICO.
These companies rated worse than average for lower auto insurance rates in the 2015 JD Power Auto Insurance Purchase Experience study: Progressive, Allied, & Mercury.
2014: 21st Century scored 21 points (on a 1,000 point scale) or 2.1% below the 2014 study average, at 800 out of 1,000 points.
Here is how 21st Century rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2014:
Pricing: Three Power Circles (about average)
Website: Two Power Circles (lowest rating)
Local Agent: Two Power Circles (lowest rating)
Call Center Representative: Three Power Circles (about average)
Policy Offerings: Two Power Circles (lowest rating)
Overall Auto Insurance Purchase Satisfaction: Two Power Circles (lowest rating)
2013: 21st Century scored 812 points on the 1,000 point scale, receiving the lowest rating of two power circles for overall satisfaction in the 2013 study. However, the 2013 study average score was 828 out of 1,000 points, so 21st Century scored only 16 points (1.6%) below the average. 21st Century rated two power circles for Policy Offerings. Local Agent, Call Center Representative, & Website. 21st Century received a three power circle rating (about average) for Pricing, so price is the strongest category for 21st Century in the purchasing experience. 21st Century scored 5 points below GEICO, and 2 points above Progressive, making its purchasing experience, as measured by the 2013 study, similar in quality to the two largest auto insurance companies, also selling primarily direct to the consumer.
Summary: Reversing the trend of previous years of average auto insurance rates, 21st Century now received the lowest JD Power rating for Pricing (and every other category except for its website, which received the highest rating) in the 2016 auto insurance shopping study. This is not surprising, since its parent company, Farmers (owned by Zurich) wants to phase out 21st Century in all states except California.
The Annual JD Power US National Homeowners Insurance Customer Satisfaction Study
21st Century has not been included in this survey, since it does not sell home insurance.
The Annual JD Power US Property Claims Satisfaction Study
21st Century has not been included in this survey, since it does not sell home insurance.
3. 21st Century Auto Insurance Complaint Statistics & Ratings
21st Century has 16 subsidiary companies insuring motor vehicles in the US. The use of more than one auto insurance subsidiary company is usually to offer different pricing, or operate in a certain US state or states. Different subsidiaries can be used to offer specific pricing for certain market segments, such as drivers with lower or higher risk expectations (for example, drivers with a clean driving record vs. drivers with tickets and accidents), or certain occupations and employers, such as teachers or government employees, or to sell through different distribution channels, such as direct from the company, through a company agent, or through an independent insurance agent, or other reasons.
Not all of these subsidiaries listed below will be available to you, or operate in your state. If you contact 21st Century for an auto insurance quote (You can get auto insurance quotes by using the ads on this page & throughout my website), 21st Century will determine the subsidiary for which you qualify. Using different distribution channels, such as getting a quote direct from the company, and a quote from an independent insurance agent representing 21st Century, may increase your options for 21st Century subsidiaries, and the possibility of a better price.
The auto insurance complaint statistics for the 21st Century insurance companies listed below were calculated by the NAIC, and display the ratio of the company’s U.S. Market Share of closed complaints compared to its U.S. Market Share of premiums for a specific policy type. Complaint ratios lower than “1” have less complaints than average, and complaint ratios over “1” have more complaints than average. The lower the complaint ratio, the less complaints against the company. Ideally, you want to choose an insurance company with complaint ratios much less than 1.00 each year, over the last three years.
So you don’t have to worry about comparing complaint ratio numbers, I devised a rating system to help you identify if the 21st Century companies have a good or poor complaint record.
Here’s how I establish my auto insurance complaint ratings for 21st Century:
B = Better than average. Insurance companies with complaint ratios less than 75% of the average insurance company.
C = Average. Insurance companies with complaint ratios from 75% to 125% of the average insurance company. I use a minus sign (-) to indicate auto insurance complaint ratios slightly worse than average (1.05 to 1.25) and a plus sign (+) for auto insurance complaint ratios slightly better than average (.95 to .75).
W = Worse than average. Insurance companies with complaint ratios more than 125% of the average insurance company.
I prefer companies with the longest recent history of “B” ratings each year (or at least in the most recent three years). Companies with “B” or “C+” ratings are okay, too, particularly if they have less market share, with less than $100,000,000 in premiums for that line of insurance (auto or home) each year. I prefer to avoid companies with a consistently higher than average number of complaints, or with inconsistent complaint records, unless there are mitigating factors, such as small market share.
2012-2014 auto insurance complaint for 21st Century, considering all its subsidiaries:
Worse than average
Here is the auto insurance complaint record for each 21st Century subsidiary insuring personal use autos & trucks in the USA:
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = C (1.07)
2015 US auto insurance premium = $511,326,233
2014 Auto Insurance Complaint Ratio = C- (1.25)
2014 US auto insurance premium = $600,144,678
2013 Auto Insurance Complaint Ratio = C (1.02)
2013 US auto insurance premium = $698,194,855
2012 Auto Insurance Complaint Ratio = B (.63)
2012 US auto insurance premium = $730,573,330
2011 Auto Insurance Complaint Ratio = C+ (.88)
2011 US auto insurance premium = $604,663,494
2010 Auto Insurance Complaint Ratio = C+ (.82)
2010 US auto insurance premium = $361,907,449
2009 Auto Insurance Complaint Ratio = C+ (.92)
21st Century Centennial Insurance Company is the largest 21st Century auto insurance subsidiary company, and it operates in all states. 21st Century Centennial Insurance Company has almost doubled its market share since 2010, but dropped off a good deal from 2012 to 2013, and even more so from 2013 to 2014. From 2009 to 2013, it had an about average complaint record, but its number of auto insurance complaints was 25% more than the average in 2014.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = W (1.32)
2015 US auto insurance premium = $525,035,491
2014 Auto Insurance Complaint Ratio = W (1.47)
2014 US auto insurance premium = $524,263,503
2013 Auto Insurance Complaint Ratio = C- (1.18)
2013 US auto insurance premium = $539,414,048
2012 Auto Insurance Complaint Ratio = C- (1.12)
2012 US auto insurance premium = $563,813,107
2011 Auto Insurance Complaint Ratio = W (1.34)
2011 US auto insurance premium = $605,598,628
2010 Auto Insurance Complaint Ratio = W (1.51)
2010 US auto insurance premium = $713,376,947
2009 Auto Insurance Complaint Ratio = C- (1.21)
21st Century Insurance Company is the second largest 21st Century auto insurance subsidiary. It has lost more than 20% of its US auto insurance market share since 2010, which might be because of customers leaving for competitors, or other reasons. 21st Century Insurance Company has had either a worse or slightly worse than average complaint record each year since 2009. Overall, I’d consider its complaint record consistently below average.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = C+ (.84)
2015 US auto insurance premium = $108,221,424
2014 Auto Insurance Complaint Ratio = B (.61)
2014 US auto insurance premium = $135,990,154
2013 Auto Insurance Complaint Ratio = C+ (.89)
2013 US auto insurance premium = $169,374,830
2012 Auto Insurance Complaint Ratio = C+ (.82)
2012 US auto insurance premium = $196,294,081
2011 Auto Insurance Complaint Ratio = B (.71)
2011 US auto insurance premium = $227,632,691
2010 Auto Insurance Complaint Ratio = B (.57)
2010 US auto insurance premium = $281,724,210
2009 Auto Insurance Complaint Ratio = B (.61)
The third largest 21st Century auto insurance subsidiary, 21st Century North America Insurance Company, also has lost US auto insurance market share (almost 40%) since 2010, which could be due to phasing out the company to another 21st Century subsidiary, customers leaving to competitors, a combination of these two reasons, or other factors. In spite of the drop in market share, 21st Century North America Insurance Company has consistently maintained a lower number of complaints than average the industry average each year since 2009.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = B (.41)
2015 US auto insurance premium = $55,286,425
2014 Auto Insurance Complaint Ratio = W (1.41)
2014 US auto insurance premium = $66,257,758
2013 Auto Insurance Complaint Ratio = B (.41)
2013 US auto insurance premium = $78,995,549
2012 Auto Insurance Complaint Ratio = W (1.36)
2012 US auto insurance premium = $91,869,035
2011 Auto Insurance Complaint Ratio = C+ (.77)
2011 US auto insurance premium = $98,235,486
2010 Auto Insurance Complaint Ratio = C- (1.09)
2010 US auto insurance premium = $69,906,032
2009 Auto Insurance Complaint Ratio = W (1.53)
Dropping now to be the 5th largest 21st Century subsidiary, 21st Century Assurance Company has lost auto insurance market share each year since 2011. In four of the last six years, 21st Century Assurance Company had a higher than average number of complaints. At this time, I’d consider the complaint history for 21st Century Assurance Company as inconsistent and worse than average.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = B (.22)
2015 US auto insurance premium = $51,420,151
2014 Auto Insurance Complaint Ratio = C+ (.76)
2014 US auto insurance premium = $68,409,466
2013 Auto Insurance Complaint Ratio = C+ (.93)
2013 US auto insurance premium = $80,789,424
2012 Auto Insurance Complaint Ratio = W (2.95)
2012 US auto insurance premium = $84,414,278
2011 Auto Insurance Complaint Ratio = C- (1.23)
2011 US auto insurance premium = $82,472,689
2010 Auto Insurance Complaint Ratio = C+ (.91)
2010 US auto insurance premium = $84,128,965
2009 Auto Insurance Complaint Ratio = B (.51)
Now the 4th largest 21st Century auto insurance subsidiary, 21st Century Indemnity Insurance Company, has maintained about the same US auto insurance market share until dropping off in 2013 and again in 2014. Given the higher than average complaint ratios in 2011 & 2012, I’d consider it improving complaint history for 21st Century Indemnity Insurance Company as still below average, but may revise my opinion next year, depending on its complaint record in 2015.
The following are the smaller 21st Century auto insurance subsidiaries, which I will not analyze. If you are insured with any of them, or you are considering insuring with any of them, you may want to avoid the ones with a consistently worse than average complaint record. However, with small companies or subsidiaries, having one or two complaints can make the complaint ratio go from “0” to “30.00.” Although a few complaints can result in a very high complaint ratio, consider the complaint record as worse than average, but not 30 times worse than average, as a 30.00 complaint ratio would suggest. When the smallest subsidiaries have only a few complaints, I’ll indicate the number. You can email me if you have questions about any of these companies. My email is listed in the last paragraph of this review.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = B (.55)
2015 US auto insurance premium = $41,428,022
2014 Auto Insurance Complaint Ratio = C+ (.83)
2014 US auto insurance premium = $50,103,478
2013 Auto Insurance Complaint Ratio = B (.71)
2013 US auto insurance premium = $60,452,623
2012 Auto Insurance Complaint Ratio = B (.41)
2012 US auto insurance premium = $64,992,787
2011 Auto Insurance Complaint Ratio = C (.97)
2011 US auto insurance premium = $69,347,989
2010 Auto Insurance Complaint Ratio = W (1.33)
2010 US auto insurance premium = $63,616,581
2009 Auto Insurance Complaint Ratio = B (.54)
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = C (.95)
2015 US auto insurance premium = $36,074,363
2014 Auto Insurance Complaint Ratio = B (.51)
2014 US auto insurance premium = $41,113,088
2013 Auto Insurance Complaint Ratio = C- (1.15)
2013 US auto insurance premium = $46,853,725
2012 Auto Insurance Complaint Ratio = W (1.80)
2012 US auto insurance premium = $59,381,205
2011 Auto Insurance Complaint Ratio = W (2.12)
2011 US auto insurance premium = $47,743,250
2010 Auto Insurance Complaint Ratio = W (2.19)
2010 US auto insurance premium = $69,431,642
2009 Auto Insurance Complaint Ratio = B (.19)
21st Century Premier Insurance Company still insures homes, with a little more than 1 million dollars of annual US home insurance premium in 2014, but is not likely to be selling new home insurance policies.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = Data not available
2015 US auto insurance premium = Data not available
2014 Auto Insurance Complaint Ratio = No policies in force
2014 US auto insurance premium = $0
2013 Auto Insurance Complaint Ratio = No policies in force
2013 US auto insurance premium = $0
2012 Auto Insurance Complaint Ratio = Data not available
2012 US auto insurance premium = Data not available
2011 Auto Insurance Complaint Ratio = Data not available
2011 US auto insurance premium = Data not available
2010 Auto Insurance Complaint Ratio = Data not available
2010 US auto insurance premium = Data not available
2009 Auto Insurance Complaint Ratio = Data not available
21st Century Insurance Company New Jersey is licensed in NJ only, and does not seem to have any auto insurance policies in force. It is not listed as one of the 21st Century subsidiaries on the 21st Century website.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = W (2.49)
2015 US auto insurance premium = $22,845,067
2014 Auto Insurance Complaint Ratio = W (2.03)
2014 US auto insurance premium = $20,515,525
2013 Auto Insurance Complaint Ratio = W (2.56)
2013 US auto insurance premium = $20,978,468
2012 Auto Insurance Complaint Ratio = W (3.65)
2012 US auto insurance premium = $21,968,201
2011 Auto Insurance Complaint Ratio = W (2.23)
2011 US auto insurance premium = $22,772,077
2010 Auto Insurance Complaint Ratio = W (4.02)
2010 US auto insurance premium = $23,126,395
2009 Auto Insurance Complaint Ratio = W (3.30)
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = Complaint ratios for this subsidiary are no longer available
2015 US auto insurance premium = Complaint ratios for this subsidiary are no longer available
2014 Auto Insurance Complaint Ratio = Complaint ratios for this subsidiary are no longer available
2014 US auto insurance premium = Complaint ratios for this subsidiary are no longer available
2013 Auto Insurance Complaint Ratio = No active auto insurance policies
2013 US auto insurance premium = $0
2012 Auto Insurance Complaint Ratio = No active auto insurance policies
2012 US auto insurance premium = $0
2011 Auto Insurance Complaint Ratio = W (40.97) (1 complaint)
2011 US auto insurance premium = $207,882
2010 Auto Insurance Complaint Ratio = W (1.31) (2 complaints)
2010 US auto insurance premium = $12,874,247
2009 Auto Insurance Complaint Ratio = W (1.95)
21st Century Insurance Company of the Southwest was in AZ & TX only, and no longer seems to be an active subsidiary.
B = Better than Average C = Average W = Worse than Average
This subsidiary is now owned by Plymouth Rock Assurance Company and changed its name to changed its name to Plymouth Rock Assurance Preferred Corporation effective Dec. 7, 2018.
2014 Auto Insurance Complaint Ratio = W (1.49)
2014 US auto insurance premium = $20,922,882
2013 Auto Insurance Complaint Ratio = B (0) (No complaints)
2013 US auto insurance premium = $22,550,924
2012 Auto Insurance Complaint Ratio = B (0) (No complaints)
2012 US auto insurance premium = $16,927,089
2011 Auto Insurance Complaint Ratio = W (38.67)
2011 US auto insurance premium = $874,020
2010 Auto Insurance Complaint Ratio = W (2.87)
2010 US auto insurance premium = $41,317,860
2009 Auto Insurance Complaint Ratio = W (1.43)
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = B (.47)
2015 US auto insurance premium = $24,066,505
2014 Auto Insurance Complaint Ratio = W (1.65)
2014 US auto insurance premium = $25,245,771
2013 Auto Insurance Complaint Ratio = W (1.70)
2013 US auto insurance premium = $25,383,444
2012 Auto Insurance Complaint Ratio = W (1.86)
2012 US auto insurance premium = $23,910,884
2011 Auto Insurance Complaint Ratio = B (.74)
2011 US auto insurance premium = $22,882,770
2010 Auto Insurance Complaint Ratio = B (.67)
2010 US auto insurance premium = $25,121,942
2009 Auto Insurance Complaint Ratio = B (.74)
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = B (0)
2015 US auto insurance premium = $22,442,784
2014 Auto Insurance Complaint Ratio = C+ (.79)
2014 US auto insurance premium = $26,466,465
2013 Auto Insurance Complaint Ratio = B (0) (No complaints)
2013 US auto insurance premium = $30,996,624
2012 Auto Insurance Complaint Ratio = B (0) (No complaints)
2012 US auto insurance premium = $34,972,941
2011 Auto Insurance Complaint Ratio = B (.44)
2011 US auto insurance premium = $38,348,572
2010 Auto Insurance Complaint Ratio = B (.19)
2010 US auto insurance premium = $43,662,273
2009 Auto Insurance Complaint Ratio = C+ (.98)
21st Century Pinnacle Insurance Company operates in NJ only. It also still insures homes in NJ, but is not likely to be selling new policies ($1,659,533 in total NJ 2014 home insurance premiums — and No home insurance complaints for 2012, 2013 or 2014).
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = C- (1.21)
2015 US auto insurance premium = $9,419,047
2014 Auto Insurance Complaint Ratio = C+ (.90)
2014 US auto insurance premium = $11,506,983
2013 Auto Insurance Complaint Ratio = W (3.73)
2013 US auto insurance premium = $14,403,279
2012 Auto Insurance Complaint Ratio = B (0) (No complaints)
2012 US auto insurance premium = $18,167,333
2011 Auto Insurance Complaint Ratio = B (.38)
2011 US auto insurance premium = $22,144,881
2010 Auto Insurance Complaint Ratio = C- (1.13)
2010 US auto insurance premium = $22,486,781
2009 Auto Insurance Complaint Ratio = C+ (.88)
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = W (2.35)
2015 US auto insurance premium = $4,843,216
2014 Auto Insurance Complaint Ratio = B (0) (No complaints)
2014 US auto insurance premium = $7,998,059
2013 Auto Insurance Complaint Ratio = B (0) (No complaints)
2013 US auto insurance premium = $10,918,532
2012 Auto Insurance Complaint Ratio = B (.69)
2012 US auto insurance premium = $12,985,841
2011 Auto Insurance Complaint Ratio = W (30.48)
2011 US auto insurance premium = $1,108,633
2010 Auto Insurance Complaint Ratio = W (3.85)
2010 US auto insurance premium = $26,392,452
2009 Auto Insurance Complaint Ratio = W (1.56)
B = Better than Average C = Average W = Worse than Average
2014 Auto Insurance Complaint Ratio = B (0) (No complaints)
2015 Auto Insurance Complaint Ratio = Data not available
2015 US auto insurance premium = Data not available
2014 US auto insurance premium = $414
2013 Auto Insurance Complaint Ratio = No active auto insurance policies
2013 US auto insurance premium = $0
2012 Auto Insurance Complaint Ratio = No active auto insurance policies
2012 US auto insurance premium = $0
2011 Auto Insurance Complaint Ratio = B (0) (No complaints)
2011 US auto insurance premium = $6,516
2010 Auto Insurance Complaint Ratio = No active auto insurance policies
2010 US auto insurance premium = $0
2009 Auto Insurance Complaint Ratio = W (30.58)
21st Century Superior Insurance Company is licensed in California only, and may not have any auto insurance policies in force, so it may be a discontinued subsidiary. However, a very small amount of annual auto insurance premium for this subsidiary was reported in 2014, so we’ll have to see in 2016 if it is selling auto insurance again.
4. 21st Century Auto Insurance Review Summary
Here’s my summary to give you the bottom line on the customer satisfaction, customer complaint record, & auto insurance rates for 21st Century insurance, to see if the company performs better than average, average, or worse than average. My evaluation is based on JD Power study results, as well as auto insurance complaint statistics for 21st Century over the last three years. You can learn more about how I evaluate insurance companies here.
21st Century consistently performs poorly in the JD Power studies measuring auto insurance claims & customer satisfaction. The complaint record for most of its larger subsidiaries is below average. 21st Century auto insurance might be a good choice if they will insure you when other companies won’t insure you, or if they have low rates for you, but competitors like GEICO & Progressive can also insure most drivers, compete more based on price than some other auto insurance companies, and have higher customer satisfaction and better complaint records than 21st Century.
21st Century Auto Insurance Customer Satisfaction & Claims Handling:
Worse than average
21st Century 2012-2014 Auto Insurance Customer Complaint Record:
Worse than average
21st Century Auto Insurance Rates
Since 21st Century had a large enough auto insurance market share to be included in the 2015 JD Power auto insurance customer satisfaction study for the California, Florida, and Mid-Atlantic regions, the states of California, Florida, Pennsylvania, New Jersey, Delaware, Maryland, Washington, D.C., West Virginia & Virginia may be some of the states where 21st Century has competitive auto insurance rates for some drivers, although current customers in these states surveyed in the 2015 JD Power U.S. Auto Insurance Customer Satisfaction Study considered the rates they pay with 21st Century auto insurance to be about average in California & Florida, and worse than average in Pennsylvania, New Jersey, Delaware, Maryland, Washington, D.C., West Virginia & Virginia.
21st Century received the lowest rating of two power circles for the category of Pricing in the 2016 JD Power U.S. Auto Insurance Purchase Experience Study, which reflects the opinion of auto insurance shoppers across the country about the rates they were quoted by 21st Century. The following companies rated above average (4 power circles or 5 power circles) for lower auto insurance rates nationally in the 2016 JD Power Auto Insurance Purchase Experience Study: USAA, Erie, Liberty Mutual, The Hartford, American Family, Automobile Club Group, Travelers, Ameriprise, CSAA Insurance Group, and Mercury.
However, most of the 21st Century auto insurance subsidiaries, and all of its larger subsidiaries, lost significant auto insurance market share nationally from 2013 to 2014, as measured by the annual premiums collected by the company (See Section #3 for this data for each subsidiary). This loss of market share is often a sign of higher auto insurance rates compared to competing companies, which may be aggravated by 21st Century’s poor customer service. It’s possible 21st Century has reduced its auto insurance rates as a response, and this loss of market share will reverse itself for 2015 & 2016, but reliable statistics won’t be available for 2015 until later in 2016.
As someone having sold car insurance for many years, I know some companies have the reputation for having lower or higher rates in some communities. But I also know no single company has low rates for everyone, and all companies have their niche where they offer great rates. 21st Century, like most auto insurance companies, has competitive rates for some types of drivers, and less competitive rates for other drivers. However, it’s a mistake to dismiss a company because you have heard they do not have good rates in your area.
Everyone’s situation is unique, and there are many & different variables used by insurance companies to rate auto insurance, so there is no way to know if an auto insurance company has competitive rates for you, unless you get a price quote. This is why I recommend shopping for price quotes with all the leading auto insurance companies each year, as the best way to save money on your auto insurance, and make sure you continue to pay competitive rates each year. Its worth your time to get auto insurance quotes from many companies, to make sure you don’t miss out on the company able to save you hundreds of dollars. If you want to find out more about why it’s important to shop your auto & home insurance, read this explanation on my website.
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