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Safeway Insurance Co.This business is NOT BBB Accredited.
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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
02/03/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My car was parked in front of my house on 1/5/25 and was hit by a drunk driver. The driver ran away and another person came back to pretend he was the person who hit my car and he called the police to report the incident. All of this is backed by witnesses and ring cameras. I am insured by *********** but they claim a total loss is 50% of the vehicles value and they want to total it. It took 2 weeks for Safeway to admit liability. Then when I try to go through their policy, I am met with voicemail after voicemail. They finally sent **** to get an estimate on the damages on 1/30 even though we forwarded our body shops estimate with photos of the damages. On 1/31 I was told **** did not do the estimate, which was a lie. They are avoiding my calls and will not call me back. All I want is a check for a majority of the work that needs to be done to my car. The quote I have is for $10,500. I am aware that Safeway only covers $38/hour for labor and even though none of this is my fault, I am willing to pay the labor difference because I cant afford to lose my car right now.Business response
02/04/2025
We are sorry to hear the complainant is dissatisfied with their claim experience. We will have a Claims Supervisor contact the complainant to discuss their concerns.Customer response
02/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
01/08/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have an open claim with Safeway Insurance. My car ended up being a total loss, which the insurance has my car and BOTH sets of keys. On Aug 8th my car was involved in a car theft. They found the car the following day. Ever since they have been nothing but rude as soon as they found out my car was a loss. The investigator ******* ******* asked me to meet him on sight of where they found my car I asked if that was part of their policy he didnt answer me he just stated I will explain everything then. So I went, when I was there he was EXTREMELY rude accusing me of fraud and stated I will do jail time if I dont tell the truth. (I was not involved in the theft) I left crying because I was in disbelief of what he trying to accuse me of. He asked me to send him text messages and phone logs records , car records and etc. Took me a little while but I did now I found out that all his emails have been bouncing back I call my adjuster and she tells me he no longer works there. Since then she has not answer phone or emails. She once said she will look at it tomorrow yet I still havent heard back from her. Its been WEEKS no one in the office ever answers Im not sure of what to do. They havent paid me for anything and I just want to get this issued solved. My claim number is ******* I appreciate any and all help as I am desperate thank you.Business response
01/09/2025
We will have someone from the claims leadership team reach out to the complainant to address their concerns. We apologize for any inconvenience experienced by the complainant.Initial Complaint
12/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Was in an accident towards the end of September when a deer ran out in front of my ***** Civic. It caused body damage to the front & side of the car as well as tore the splash guard from under my car. I thought it was just body damage until my car randomly started shifting weird after. I IMMEDIATELY pulled into the ***** dealership which I just so happened to be near & had them look at it. After they turned the car off and back on again, lights came on the dash. They checked it out & found that my transmission had leaked fluid which caused permanent damage to the transmission. It will have to be replaced. I sent the estimate for repairs to Safeway. Safeway finally sent someone out to look at the car & take photos. The appraiser that originally estimated the body damage told me that he could see where the 2nd appraiser went out and took photos but that his notes state that he could not see physical damage to the transmission. The original appraiser said he was taken off of the claim and couldn't assist further because it wasn't body damage related. Obviously there is seeing as how the shop technician FOUND THE LEAK. So, now I'm assuming they aren't going to cover the repairs because they cant see the damage? The shop technician stated it definitely could've been caused by the accident. Not to mention the fact that my car was mechanically in PERFECT condition and i have never had an issue out of it until then. Since my car has been at the shop, Safeway sent me a $500 check for the body work (which isn't even enough). I haven't cashed the check because there's absolutely no point in repairing the body if the car isn't even running!! I still have yet to hear back from anyone & can not get anyone to call, text or email me back. The claims status on their website has given me an error every time I've tried view my claim info. It is now December. I have been without a car since SEPTEMBER. And no one will tell me anything but they sure do send that bill every single month.Business response
12/05/2024
December 5, 2024
Consumer Services Division
BBB
Via email ***************************************************************************************
Re: Complainant: Kelsey ************
Your Case Number: 22639594
Our Claim Number: 4027107-GA-PPCL
Dear BBB:
We are in receipt of and thank you for allowing us the opportunity to respond to this complaint. Providing excellent claim service is of utmost importance and a top priority for our company. Our apologies are that Ms. ****** did not believe the claim service was up to her standards.
Our records indicate that Ms. ******* shop of choice Flowers ***** reviewed the damages with our appraiser. ***** advised Ms. ******* vehicle hit a sensor on the block which caused fluid to leak out over time. Unbeknownst to her, she continued to drive the vehicle until all the fluid leaked out. The claim was denied as this additional damage was not related to the deer hit.
Thank you for your time and kind attention.
Sincerely,
****** *. *****, ****
Assistant Claims Manager
Ext 6172hy here...Initial Complaint
11/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Was rear ended July 25, 2024. Safeway insurance and there adjuster are not returning calls. 4 months later the person that hit me has a fixed, or new car and I'm being blown off by **** Cantrejon.Business response
11/24/2024
We apologize for the delays the complainant has experienced. A member of our claims leadership team will contact the complainant to address any concerns or questions.Initial Complaint
11/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had full coverage on my vehicle and a young lady ran the stop sign hit me and it totaled my car Safeway insurance paid 6500 to the dealership but I had a 500 deductible so they sent the dealership 6100 and said Im responsible for paying the 500 the vehicle I purchased was repoed four months prior and I thought they sold it but they still had it so he refinanced it I payed 1000 down and only had the car 3 and a half weeks I had the accident so the dealership received a 1000 from me and 6100 from the insurance company for a vehicle that was once my car but I had it refinanced and only had it three weeks this happened and now the dealership is garnishing my paycheck for A 1000 dollarsBusiness response
11/22/2024
RE - claim ******* ******** ****
To Whom It May Concern,
Mr. ****** 2014 ******** ATS was deemed a total loss regarding a loss from April 27, 2024. Mr. ****** policy did provide collision coverage with a $500 deductible. Safeway only owes for the actual cash value of the vehicle not the payoff amount.
Part D - Coverage for Damage to Your Auto
Limit of Liability
Our limit of liability for loss will be the lesser of:
1) the actual cash value of the stolen or damaged property, or
2) The reasonable and customary amount necessary to repair or replace the property with deduction for depreciation. At the Companys sole discretion, the Company may pay for the loss to any auto as listed under Part D, based upon the reasonable and customary repairs which may include replacing the damaged parts with parts furnished either by original equipment manufacturers or non-original equipment manufacturers, or
3) The limit stated in the declarations
An actual cash value was established for $6642. After considering Mr. ****** $500 deductible a payment of $6142 was issued to ******* Finance on behalf of ******** ****. I hope this has satisfactorily addresses the concerns brought forth by Mr. *************************** ******** **************************** Safeway Insurance Company
*******************************************************************Initial Complaint
11/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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.
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Customer Complaints Summary
90 total complaints in the last 3 years.
20 complaints closed in the last 12 months.
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