ComplaintsforSafeway Insurance Co.
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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
11/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hi I'm contacting u guys again after this insurance company gave me the run around for ****************************************** sent out a first check with the wrong state on there so another week goes by there's another check was issue with my name and ******** on it doesn't make sense if they already suppose to paid ******** bill correct..so I tried cashing it nd they wouldn't let me do to the ******** part being on the check so now she's telling me to get in touch with someone with somebody in ******** for a amount to pay when they already suppose have paid that I don't no how nd y so she could send out to additional checks doesn't make any sense. please help.Business response
11/07/2024
Safeway strives to provide great customer service. A member of the claims team will contact the complainant to discuss their concerns.Initial Complaint
09/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I called the insurance and informed them that I will not be renewing my auto insurance with them, they took the money out of my account anyway when it took me almost 3 months to had them cancel the automatic payment , I paid farmers 6 months ant Safeway still charge me after I called and told them not renewing, now they will not give me my money backBusiness response
09/11/2024
Safeway was notified on September 9, 2024 that the customer wished to cancel their policy because they had purchased coverage elsewhere. A signed request to cancel and a copy of their other policy was submitted on September 9th and the cancellation of the Safeway policy was processed on September 10th effective the same date the replacement policy began. All monies due will be mailed to the customer at the address provided to **********************.Initial Complaint
09/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I got into an accident on 6/27, tried to contact the adjuster for over a month she never picked up the phone or return the calls. Please help me to reach out to the company and give me a call back!!Business response
09/05/2024
We apologize for any service issues experienced by the complainant. We will have a Claims Supervisor contact the complainant to address any concerns.Initial Complaint
08/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I am insured by Safeway insurance and may 29th I was backing out of my driveway and hit my neighbors car and I filed a claim and they never responded and they also will not return any of my phone calls either. Also my neighbor has called, my husband and they will not answer or call anyone back and I also reached out to the insurance brokerage that got us our policy with them and they emailed them as well and never heard back from them and it has been over 2 and a half months since the claim was made. This is the absolute worst insurance! And is very shady and unprofessional. I believe they are a scam and if this is not taken care of I will be seeking legal help as well. This is not how you treat your long term paying customers.Business response
08/09/2024
We apologize for any inconveniences experienced by the complainant. A member of our claims management staff will contact the complainant to address any concerns.Initial Complaint
07/23/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I made 1 payment and was quoted $162.71 under payment scheduled for 4 times a month. I didn&#**;t agree to this. I&#**;ve called them numerous times and never got a person. I clicked on every single option and couldn&#**;t get through and every voicemail line was full. I couldn&#**;t get anyone to ask questions. I would like to pay the payments that I was quoted originally.Business response
07/24/2024
This customer's policy has been reviewed and it is confirmed that the billing for the policy premium is not direct bill but rather agency bill which is to say that financing for the premium is being handled and/or set up by the agent of the insured, Northwest Insurance Network, not Safeway Insurance Company. Safeway has no knowledge of what transpired during the quoting process between *************** and his agent at Northwest nor do we have any information about the payment plan that was arranged or agreed upon for repayment of the policy premium by ***************. In order to assist ***************, Safeway will contact Northwest and request that ******************* questions and concerns be answered as soon as possible.Initial Complaint
06/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have car insurance with *********************** -they use Safeway insurance company. On June 18th I paid my bill - then on June 20th Safeway took it out again.*** wrote emails, calling etc no help ,my debit card is in the negative ****** because Safeway took it out twice and they will not pay me back this has called problems with debit card also my direct deposit from work - need helpBusiness response
06/24/2024
We have been notified from our payment card processing vendor of an issue they experienced that *** have resulted in a duplicate debit / charge to your account. We apologize for any inconvenience and our vendor is actively working to resolve the issue and reverse the charge as soon as possible.Customer response
06/24/2024
Complaint: 21888932
I am rejecting this response because:
Sincerely,
****************************Business response
06/24/2024
The 3rd party credit card vendor is aware of the possible duplicate payment. Safeway Insurance company has verified that they have only received 1 payment and the duplicate payment. The 3rd party credit card processing company is working to make necessary corrections as soon as possible. The Comsumer may want to contact the bank and dispute the 2nd payment.Customer response
06/24/2024
Complaint: 21888932
I am rejecting this response because:
Sincerely,
****************************Initial Complaint
05/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My initial claim was on 05/07/2024, assigned to *******************************. I filed this claim immediately upon going to pick my vehicle up discovering damage, and had an officer come out. I responded to the automated text with a group of photos as asked. I call them because after a couple of days because the adjuster ******** never contacted me, I had to leave a voicemail. I had to ask to please speak to a supervisor who asked me to send another group of specific photos via email. I get a text 05/13/2024 from appraiser named **** who came to my house to do a physical estimate, says he will have it written up later that day, and I would be contacted by ******** to go over it, well that didn't happen, I called, left another voicemail, and when she finally called back on 05/17/2024 before the office closing (after me calling her since 05/09/2024 forward), to say **** did the body damage as 2 separate claims, and there was not an estimate even in there from him. She said I would have to pay 2 deductibles for the comprehensive claims that were supposed to be done together obviously, leaving me a payment of only $787 from them total after paying two $500 deductibles when my deductible is only $500. I even emailed them my online estimate just to have something to roughly go by from Maaco about the repair and basic paint job, sent that to the same number **** texted me from. So, I made an in person appointment with ***** to have them physically look at my car and give me an exact estimate. They did 2 estimates with 1 being them just repairing the spots on the body panels and repainting them, and the other repairing the spots and just repainting the whole car same color. Neither is under $2900, so a payment of $787 is not even cutting it at all. It doesn't take weeks to receive a resolution on an insurance claim. I called ******************************* this morning 05/22/2024, she says they won't use the estimate from Maaco, and that they have written their own estimate.Business response
05/24/2024
On 5/7/24 ************** reported a claim for various damages to her vehicle. There were two damaged areas that were separate and distinct; Due to the damage, we elected to send an appraiser to conduct an in-person inspection. The appraiser determined the damage to the front bumper is one loss and the damage to the passenger side rear door is another separate and distinct loss. We wrote estimates for both and will handle separately. We informed ************** that as they are separate and distinct losses, they will be handled as two claims each subject to the deductible. We also explained the supplement process in the event related additional or related hidden damages are found during the repair.Customer response
05/28/2024
Complaint: 21745551
I am rejecting this response because: there has not been anything done since talking to them. They literally have not sent a payment, they came up with their own number for an estimate but not a break as they require from any company that I went to.
Sincerely,
*************************Business response
05/30/2024
attached are copies of the estimates along with copies of the checks sent to **************.Initial Complaint
05/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
****************** *************************** crashed into my car on May 1, 2024. Since that day my insurance company, the ********, and I have been trying to contact Safeway Insurance Co., where ******************************* is insured. I cannot reach Safeway at the number BBB provided me. I have also left about 6 or 7 messages for *************************, the person the Claims Handler for this accident. **************** has never returned my call. The claim No. Is 4002801-IL. Please try to contact Safeway Insurance as my car is not drivable and I either have to fix it or buy another car.Business response
05/14/2024
We are saddened to hear that ************************ is unsatisfied with her claim experience. We will have a claims supervisor contact ************************ to address her concerns.Initial Complaint
04/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 4/3/24, my car was backed into while I was waiting for a parking space at the ******************* parking lot in *******, **. The person who hit me is *********************** who has Safeway Auto Insurance. I called the ******************* and an officer came to the scene of the accident. No tickets were issued. I received a letter on 4/4/24 from Safeway. I was given a claim number, 0130675-IL-PPCL. My claim was assigned to *************************, ***********************. I spoke with ****************, was told to fill out a claim form and return the claim form ASAP. I tried to call him a couple of days later and the phone number he had given me was disconnected. I did some research and found another phone number for Safeway. I called and spoke with a lady by the name of ********. She told me that they would send a check for $1100.00 for repair of my car. I told that was not going to work as the body shop had given me a written estimate of over $2100.00. ******** said she would send me an e-mail so that I could send pictures of my car. I never received that e-mail. I tried to call her again and HER phone number was also disconnected.Business response
04/26/2024
We apologize if ************** is not satisfied with her claim experience. We will have a member of our Claims Leadership team contact ************** to discuss her concerns.Initial Complaint
04/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On April 16 I was involved in an auto accident which was clearly not my fault. My adjust *************************** has refused to offer a fair judgment during her so called investigation. She admitted my fault before even begining the investigation. I have proof with time stamped emails indicating such occurrences. Also she required me to send photos I simply got off ****** maps to defend myself that she could have easily obtained herself. Also she blamed the blurriness of these photos and required me to take video recordings while driving myself. I had a very helpful guy named ***** you came out to take photos of the damage and when first introducing himself to me asked me " who side swiped me " this is indication to me ***** knows more about adjusting then *******. ***** was the only helpful individual in this organization. When I curiously questioned her about how she could of came up with the decision of fault she continued to harass me getting me off the phone. I don't think she professionally handled the situation which is person and financially effecting me. All I want is a fair and actual investigation. She didn't even investigate body cams from dispatch which she could easily obtain and 911 calls which I made that that morning. Also intersection cameras which I know she could easily obtain. Those are key evidence examples she neglected to even consider. She basically made me have to conduct my own investigation all while predetermining my fault. All I want is a fair undiscriminating investigation done properly.Business response
04/24/2024
Dear BBB,
We are in contact with the customer and working to resolve the claim.
Safeway Insurance Company
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Customer Complaints Summary
87 total complaints in the last 3 years.
28 complaints closed in the last 12 months.