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Business Profile

Auto Insurance

Safeway Insurance

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Insurance.

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/29/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Safeway car insurance in **********. Claim not paid #*******AZPPCL Traffic accident 6/20/25 their insurer rear ended my vehicle. Have filed police report they are at fault. Adjuster ********************************* not returning calls.

    Business Response

    Date: 08/05/2024

    Dear BBB,

    We have reached out to the customer and will arrange for the inspection of the customer's vehicle. 

     

    Thank you

    Safeway Insurance Company 

  • Initial Complaint

    Date:07/17/2024

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This insurance company is a total DUMP! They did NOTHING for me for an accident that WAS NOT MY FAULT ! I have significant damage to my vehicle And they NEVER return your calls I am SO done with them. Cheap bias and unfair Definitely will be lawyering UP!

    Business Response

    Date: 07/17/2024

    The information provided was not enough to identify the claim they were referring to. A call was placed to the customer with no answer, and a message was left for a return call.

    Safeway Insurnace Company 

  • Initial Complaint

    Date:04/13/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was involved in an accident that totaled my car, 3/12/24. Im a veteran senior citizen. They have asked for documents which i have sent. they say they have never received them. They are lying in my opinion. The mail was not returned to me. They said they were liable and would pay me ******.**. They took my car to an auction site. It has been sitting there for 3 weeks. How can they auction my vehicle if they dont own it?? So whos paying the storage fees?? Again, there is something very fishy going on with this company. I think they are crooks. Stae law says they have 40 days and must replace the vehicle with equal cash value plus fees. This company does this to every accident victim. look it up

    Business Response

    Date: 04/15/2024

    We have contacted the customer and look forward on continuing to provide great customer service.

  • Initial Complaint

    Date:04/10/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On February 9th 2024. I was driving through the parking lot at my place of Employment. A lady and a ******* t-boned me on the passenger side. I was unable to drive from the accident because of extensive damages. I called the local ************** To get my vehicle. I work 35 miles away from home And this was my only transportation. It has been extremely stressful trying to figure out how to get to work on a daily basis. The lady that hit me gave me girl insurance information.I immediately contacted her insurance company which is Safeway Auto Insurance. On 2/12/24, I received a phone call From Safeway instructing me to send pictures of the damage to my vehicle. The following morning, I received a text message from Safeway instructing me to take more pictures And said I needed to move my vehicle out of the towing yard. To somewhere that doesn't charge storage fees. It's been there four days and the bill was $480.00, There was no way I could pay that. I sent them their additional pictures and that's the last I heard from Safeway. I have.Called at least every other day and left messages and received nothing from them. On 2/29/24, I ****** Safeway auto to get a corporate telephone number. I was not able to talk to a supervisor who informed me " The claim officer has been on vacation". The supervisor called me and said She had talked to the investigator and he was forwarding a copy of his report to her and that I would hear something the next day. Once again a week goes by and I hear nothing. On 3/7/24, I received a text message stating that my vehicle has been deemed a total loss. And Once liability Had been finalize? I would be contacted by the total loss adjuster to discuss my options.It's now been 2 months (2/9/24) and haven 't heard anything. I am beyond upset by how safeway has treated my claim, I am at risk of losing my job because of how slow this process has been. There's been no reason for it to Have taken this long..

    Business Response

    Date: 04/11/2024

    We apologize for any delays ************ experienced during his claim. We will have a Claims Supervisor contact ************ to address his concerns/questions.

  • Initial Complaint

    Date:03/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had an accident on February 8 and my car was deemed a total loss my adjuster ***************************** turned my claim over to the next person ****** they sent me paperwork to sign and I have questions about the paperwork before signing I have been calling for 2 weeks trying to get some answers they dont return my calls or have any answers for me Im about to lose my job and they are not giving a dam about anything this is unprofessional and very disrespectful of them. I need answers and I need to get my compensation so I can buy another car before I lost my job and my home I dont recommend this company to anyone Safeway insurance is not a very reliable company and they dont care about peoples lives hope they never have to deal with this kind of situation please I need answers and I cant take the stress anymore I dont want to lose my job or my home because of not having transportation to work. I would appreciate your help my claim number is #*******-CA please do something about this. Also I paid my insurance bill for this month so they wouldnt have excuses for them not to pay .

    Business Response

    Date: 03/06/2024

    All complaints and concerns regarding policyholders in the ******************* are handled through the ********** Department of Insurance ***************************

  • Initial Complaint

    Date:11/08/2023

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They refuse to pay out my money, even though they already told me I was entitled to a check. They are telling me the vehicle was never in my name. b.s., the title was clearly in my name. The *** will confirm this. I told them I would go to the ******* she leaves a voicemail, then continues to tell me to call back. Every number I call back for this business goes to somebody who can't help me or it says, "the person is unavailable. Goodbye." No option to leave a voicemail. NOT PROFESSIONAL AT ALL. The business I work for would have so many complaints if we didn't answer the phone. I have called this business at least 20 times this past week. They are telling me I never owned my vehicle, which is another excuse for them to avoid paying out a claim. I have bill of sale and other supporting documents and I can also go back to the original dealership if needed for more documents. This is outrageous, I feel like I'm being scammed out of money after being in an incident with somebody on their insurance.

    Business Response

    Date: 11/09/2023

    I spoke with **************** yesterday and we have an agreeable solution.

  • Initial Complaint

    Date:09/17/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had a car accident a Month ago and I was assigned to ******************************* I have been calling I have gotten no answer or call back. I call the office and ask for a supervisor. I tried call supervisor and left a message I have call 11 times and I have gotten no results i would like my file transfer to someone that can help me and return my calls. I have retained a lawyer. I need a rental car when my car is in the shop for repairs

    Business Response

    Date: 09/20/2023

    CL# *******

    Please be advised that we have now determined liability and have sent ******************** a release to sign reflecting her damages. Once that release is received at our office, we will issue her check for settlement. We have contact ******************** and advised her of the above. We apologize for any hardship she has gone through.    

    Customer Answer

    Date: 09/20/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

     

  • Initial Complaint

    Date:08/01/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My vehicle was involved in an automobile accident. In June 2023. I continuously waiting for someone to come check the car and no one did. So I sent car into shop to have repair work done. This was on June 28th 2023. I have been without a car since. I was told that I need to buy my own rental car and pay out of pocket then send receipts to them for reimbursement. This is a shady scam for insurance company. People dont have that type of money for daily rentals. Fast forward to end of July 2023 still the body shop hasnt received payment until. July 31st. They only paid for back damage not front damage. Which was $1500. Auto body shop mechanic said insurance said they will not pay for front because they think is was not part of accident. They dont get paid to think!!! The get paid to take care of insurers!!! This insurance company NEVER sent a claim adjuster to view the car. They said they did. I verified with the auto body shop mechanic he verified as well, NO-ONE came to view the car. Attach is two picture of front care before accident and after accident. These people as I can see have a nasty history of claim issues on the BBB and people I spoke to were very rude and greedy and seem down right like its not their problem. I spoke to a *********************** and the supervisor ****************. Now that insurance company refuses to pay front end Im stuck with a payment of $2000. Which seems I will have to file a bad faith lawsuit against the company. Because ******* state law require claims to be settle within 40 days and they will not have been in compliance. I will Also talk to mechanics to see if he also willing to file suit against insurance company to finish payment. This insurance company need to atone for the fraudulent stuff they are doing to consumers.

    Business Response

    Date: 08/04/2023

    All claims are investigated and handled appropriately.  

    Customer Answer

    Date: 08/04/2023

    Look at the response. GENERIC just like the way they handle claims.

    This claim WAS NOT handle properly. Properly would of have an adjuster come view the car. This never happened!! Insurance company stated they did at the auto shop. I personally confirm and ask the owner/mechanics if they did. Their response was NO-ONE EVER came to view the car. I had to finally cave in and pay the remaining amount of money $1885 to get my car out of the shop. I had to go go over a month without a car. THIS IS UNSAT!!!! Even provided proof of damage to front and they ignored it!!!!!! I will now be seeking legal reimbursement and filing a Bad Faith lawsuit, unless this company reimburse me for amount I had to pay. If not they will end up paying more that will include legal fees with lawyer and such. I am done playing against small fry insurance companies such as SAFEWAY Insurance. 

    Business Response

    Date: 08/11/2023

    We have resolved the complaint.

    Customer Answer

    Date: 08/15/2023

    This company DID NOT RESOLVE MY COMPLAINT. ONCE AGAIN THEY ARE LYING!!!!!! I am still out $1800 of my own personal money that I had to repair the front bumper. Because this CHEAP insurance company didn't want to cover even with proof from pictures showing.  See you in court!!

  • Initial Complaint

    Date:07/19/2023

    Type:Service or Repair Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Their driver backed into me. They have found their driver is not 100% responsible. Of course. Despite attempts and concrete evidence (photos of the damage, recording of the damage), they will not accept fault. The adjuster never returned my voicemails, never looked at my vehicle, and never requested the 911 audio (which is a public record) or any footage from the businesses. Their driver was illegally parked in a handicapped space when she backed into me, she did not have a DL at the scene of the accident, literally put her bumper back on and told me to wipe off my car, and became irate and left the scene as soon as she found out I called the police. This company's responses to complaints are bogus. I encourage everyone to file a complaint with the ** **** of Insurance (or your ******'). I do not care for their response. Denial is all they do. I am being fair and honest. Which is why I have taken the time to even write this. Wrong is wrong and they should do better and be ethical.

    Business Response

    Date: 07/20/2023

    All complaints and concerns regarding policyholders in the ******************* are handled through the ********** Department of Insurance ***************************

    Customer Answer

    Date: 07/20/2023

    Dont worry. It will be filled there as well. 

  • Initial Complaint

    Date:06/22/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On may 2nd 2023 a person insured by safeway insurance ran a red light and hit my car. This person had left the scene before the police had arrived. Three weeks go by and an adjuster was finally able to take a look at my car and notify me that the car was totaled. After this date (May 26th 2023) I havent heard a word from safeway insurance and the further actions that need to be taken. I call ****** from safeway once daily as he was the person who had originally helped me out. I need a vehicle as soon as possible as I have a long commute to work everyday and there has been no initiative to close the claim or communicate.

    Business Response

    Date: 07/05/2023

    Both drivers state that they had the green light. In lieu of witnesses or evidence to the contrary, we have denied liability on behalf of our driver. Complainant has been advised of our position and the basis for our denial.

Safeway Insurance is NOT a BBB Accredited Business.

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