Complaints

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 help

  Business 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

  More info

  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

  More info

  ****************** *************************** 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

  More info

  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

  More info

  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 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was in an accident and filed a claim. Safe way still has yet to get my car fixed. The accident happen August ************************************ order to get the car fixed. They dont respond to calls, emails, or texts. I would like to get my car fixed as soon as possible!

  Business response

  04/11/2024

  We apologize for any delays **************** experienced. A member of our ***************** team will contact **************** to conclude her claim.

  SIncerely,

  Safeway Insurance

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wrecked my truck 2/23/24 called made a claim to Safeway. Took them a week to tell me it was totaled. ******** told me it was total loss and he was turning it over to another associate. Never heard from that person I called multiple time. Than finally just called Safeway office and finally got ahold of the associate she said send me email for prove of loss which did sent it back and she was gonna mail ***** of ******** (POA). Never received it. Sent emails and called associate still return my calls or emails. Another 2 weeks went by than another associate called me and was very rude. Ask multiple of time to talk to a manager Never got one. Than turned around canceled the first agreement because apparently they forgot storage fees. Not count low balling on the price value 2011 ram 1500 4x4 lifted 4in lift 35/12.5/20 longhorn *******. Now this associate still being extremely rude not getting a manager and now I'm filing a complaint for poor business and customer satisfaction.

  Business response

  04/08/2024

  We are disappointed to hear that **************** is unsatisfied with his claim experience. We will have a Supervisor reach out to **************** to address any concerns.

  Sincerely,

  Safeway Insurance

  Customer response

  04/11/2024

   
  Complaint: 21531845
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Yes my claim was take  care of. But a manager or a supervisor never called to talk to be about this 2 month waiting and rude associate or figure out the low ball price they paid for my truck. 

  Also when they where calling 2x a day week or so ago they want to get things done right away and tried bullying me. But when I sent email back with sign documents and asked if they received my emails no one responded back until apparently they received the actual mail that I also sent to them. 

  Just right down poor customer service.

  Business response

  04/11/2024

  This original complaint was recently filed. A member of the ***************** team will be in touch with **************** by the end of the week.

  Sincerely,

  Safeway Insurance

  Customer response

  04/11/2024

   
  Complaint: 21531845
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 23, 2024, a man did a hit and run on my car. We filed a police report and waited for the police report to be ready. Once we had the report, I immediately called and found out the insurance company and got in contact with them. I was in contact with ***** and when I spoke to her she immediately gave me attitude and said that there was no insurance on the vehicle in question, even though I had spoke to my insurance company and the first person from Safeway that initially took the claim and they both said this vehicle has insurance. So we waited for the adjuster which he came on February 6th. I have contacted ***** once a week now since this and she keeps giving me the run around. I last contacted her on March 6th and she said that she thought they were looking at the other person's vehicle on March 5th. It is now March 13th and I still have not heard from this company or *****. I'm tired of the run around and it seems as though they are taking long on purpose, I would like a result from this. I have never had an insurance company treat me like this or take this long, especially for a hit and run. This is ridiculous. And she keeps insisting for me to file through my insurance even though he was clearly at fault.

  Business response

  03/15/2024

  Thank you,

   

  *********************

  Claims Supervisor

  Safeway Insurance Company

  ***********************

  www.safewayins.com 

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was involved in a car accident on 05/18/2023. Once the police arrived i made a police report and the other party and i exchanged insurance information. My car was towed to ************* tow yard the same night. The next day i called my insurance company to get into contact with the other party's insurance (Safeway). My insurance was not able to reach Safeway so i decided to contact them myself and file a claim through them. I spoke with multiple representatives for over a month and they all told me they cannot get into contact with ************* tow yard company. I was given two different adjusters from Safeway who were very hard to contact. During that time I left many voicemails and spoke to operators who would direct my call to a voicemail. One of the few times i did speak to them they told me the adjuster could not inspect the car on ************* tow ************* because they were not allowed. 11/06/2023 is the date i paid $2,500 to get my car off of ************* tow yard and into my possession. a week later i get into contact with Safeway and their adjuster inspects my car. It is currently 2/29/2024 and i have not had any success speaking to a representative since the adjuster came. i would like to have my car repaired so i can move on from Safeway for good.

  Business response

  03/04/2024

  We apologize for the inconvenience the customer experienced during their claim. A member of the claims management team will reach out to the customer to discuss their complaint/concerns.

  Sincerely,

  Safeway Insurance Company

• Initial Complaint

  01/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, This occurred Monday December 4th. My parked car was hit by someone. I believe she has the same insurance and I continue to call and leave voicemails and have yet to hear back. They text messaged January 9th that my car is a total loss and call and still not hearing back. This was my only means of transportation. Renting a car is not cheap. I dont understand why this is taking almost 2 months to hear about the amount I am supposed to receive. Id like to finally get a car and move on.

  Business response

  01/31/2024

  We apologize for the delays the customer experienced during their claim. We will have the handling adjuster contact ********************* to discuss her claim and concerns.

  Sincerely,

  Safeway Insurance Company

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩