Complaints

This profile includes complaints for Safeway Insurance Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Safeway Insurance Co.

  790 Pasquinelli Drive Westmont, IL 60559-1254

• 

  Safeway Insurance Co.

  1855 W. Baseline Road Suite 100 Mesa, AZ 85202-9000

• 

  Safeway Insurance Co.

  3933 S. McClintock #505 Tempe, AZ 85282

• 

  Safeway Insurance Co.

  P.O. Box 22078 Tempe, AZ 85285

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.

• Initial Complaint

  Date:02/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Feb 3 2025 I was headed to work I hit a deer I've already had a body man look at my car who says that my car is fixable and they want to total it out when it is not a totaled out car I drove it home it drives fine this is ridiculous why would they want to pay out $10,000 instead of $4,500 and leave me stranded without nothing nothing after paying insurance for almost 2 years full coverage this makes no sense to me All I want is my car fixed and not to be left without anything and just my car paid off and no down payment or anything not even paying my car off there will be 4000 still owed and that's what they're trying to do to me this is wrong and ridiculous not to mention when I first called these people they told me I didn't even have insurance and then the agent they first had me with is never there wasn't there the day I wrecked couldn't help me had to get somebody else to do to fix a problem that they made on their end which almost caused me not to be able to even get my car fixed on top of it I was told I had medical cuz I told her I wanted everything included in my policy everything is what I said and she didn't put medical and I was told I had it and now my shoulder hurts and I can't do nothing about it well I can but on my own not through them and then I called the head lady over Safeway ***** something and she proceeds to tell me that there's basically nothing she can do to help me it's a final the decision even with me telling her what all I've been through with her company and then she proceeds to tell me that I shouldn't have made such bad financial decisions which I told her no my bad financial decision was made through this company using Safeway obviously cuz I've talked to several other insurance companies who said that I should have the last say and if I'm just wanting my car fixed they see no reason why these people shouldn't just fix my car but they wont and they want to leave me owing money with no vehicle

  Business Response

  Date: 02/10/2025

  I am attaching a copy of Safeway's response to Ms. ********** complaint.

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 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

  Date: 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 Answer

  Date: 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

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 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

  Date: 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

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:11/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 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 dollars

  Business Response

  Date: 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

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:09/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 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 back

  Business Response

  Date: 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

  Date:09/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 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

  Date: 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

  Date:08/08/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 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

  Date: 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.