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Business Profile

Insurance Companies

Safeway Insurance Co.

This business is NOT BBB Accredited.

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Complaints

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

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Safeway Insurance Co. has 4 locations, listed below.

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    Customer Complaints Summary

    • 90 total complaints in the last 3 years.
    • 18 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:03/01/2024

      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 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

      Date: 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

      Date:01/30/2024

      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.
      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

      Date: 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

    • Initial Complaint

      Date:01/22/2024

      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 a car accident 11/10/23. Safeway auto is the insurance of the other party. The other party admitted fault to the accident. Safeway Auto had my car towed to their approved auto shop on 12/14/23. Since that time, i have only been able to get ahold of one person to review my claim. On 12/29/23, i finally received a text message only from safe way stating that my vehicle was deemed a total loss and they gave me my total loss adjusters contact information. I have left over 20 voicemails, texts and emails to my total loss adjuster and it is now 1/22/24 and i still have no response back on what is going on with our car, are we able to get our car, what is the status, can we get the stuff out of our car, etc. I do not know what else to do to get a hold of someone with safeway auto. At this point they have stolen our car. We have 3 kids, we are down to 1 car and my husband is at risk of losing his job. Safeway auto doesn't seem to care. I got a hold of a receptionist on Tuesday, 1/16 and she said that **** was returning messages as she had been off on vacation for 2 weeks. She receptionist was leaving my contact information on her desk and she told me that **** would call me back in 24 hours, it's now over a week later and i still have no call. I also don't understnad how you get assigned to a adjuster whose off for 2 weeks and no one else takes over for her? This seems unreasonable and unfair and it's putting a lot of issues on our family. I NEED someone to call me to figure this out from this terrible auto insurance company. This accident was not my fault and at this point, it's definitely changing my life. Claim #*******-IL-PPCL

      Business Response

      Date: 01/22/2024

      We apologize for the inconvenience the customer experienced. The total loss adjuster will contact the customer within 24 hours.

      Sincerely,

      Safeway Insurance

    • Initial Complaint

      Date:01/19/2024

      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 hit by a person who has Safeway insurance I have been trying to reach Safeway by phone by email and no one has ever answered the phone to resolve the issue. The person supposedly insured by Safeway was at fault for the accident and the estimate to fix the car is over 6, 000 dollars I haven't been able to drive it since the accident and I can't get them to answer the phone.

      Business Response

      Date: 01/23/2024

      We apologize for any delays ************** experienced during her claim. The handling adjuster will contact ************** and update her accordingly.

      Sincerely,

      Safeway Insurance Company

    • Initial Complaint

      Date:01/11/2024

      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.
      Me and my fiance recently had a vehicle stolen from us after only owning it for one day.The car was found by police and the thief is going through the justice system.Our car had pretty bad damage done to it by the thief and was brought to a body shop for repairs, only for Safeways appraiser to approve of a few of the damages to be repaired with multiple others still being present despite it being in perfect condition when we purchased it. The insurance company won't answer any of our phone calls to get it addressed, and the few times they did answer we were met with aggressiveness and had none of the issues resolved in terms of our vehicle repairs despite still paying for full coverage. We provided them with photos of the vehicle before and after the vehicle came out of the body shop but all they told us to do was get in touch with the body shop to have the issues addressed.The body shop told us that insurance is supposed to provide information and funds for repairs and that there's nothing he can do until it's approved by them, and insurance won't answer our calls or emails.We paid a $500 deductible and $265 dollars out of pocket for a repair that insurance said they would not cover, only for it to be in "running order" as opposed to "condition prior to accident".

      Business Response

      Date: 01/12/2024

      The Property Damage Manager will contact the customer to address any of their concerns.

      Sincerely,

      Safeway Insurance

    • Initial Complaint

      Date:01/11/2024

      Type:Product 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 son was in an accident on Dec 21, 2023 and we are still waiting for our claim to be resolved. Our agent assigned to ** has become unreachable and is not answering emails, or making any attempts to call. We are in limbo without a vehicle and having difficulties getting everyone where they need to go due to this issue. It's costing us time and money that we can't afford to lose.

      Business Response

      Date: 01/12/2024

      We apologize if the customer was not satisfied with their claim experience. We spoke to the customer today explained the vehicle has been deemed a total loss and emailed them the required total loss documents. 

      Sincerely,

      Safeway Insurance

    • Initial Complaint

      Date:01/10/2024

      Type:Service or Repair 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 am really disappointed with this insurance company. My window received damage and I spoke to a claim adjuster and informed me they would call safelite to get my window repaired. It has been 2 weeks with no call back and left several messages with claim representative ***************************** for claim # *******-**-ppcl and no one returns my call. They should no ignore your calls and it worries me that this company is not a legit insurance company. Its truly disappointing and should at least call back the customers.

      Business Response

      Date: 01/11/2024

      The customer has been contacted and the matter resolved.

      Customer Answer

      Date: 01/11/2024

       
      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. They called me and ensured my vehicle would be taken care of. 

      Sincerely,

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

    • Initial Complaint

      Date:12/28/2023

      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.
      I have tried numerous times to call my adjuster at Safeway Auto Insurance but have been unsucessful. Left voicemails and sent emails as well and still no response.

      Business Response

      Date: 12/28/2023

      We apologize for the inconvenience ************ experienced. We have spoken to ************ and informed him that his vehicle was rendered a total loss and will be moving it to the salvage yard. The total loss adjuster has been assigned to run the value and discuss the total loss process with him.

      Sincerely,

      Safeway Insurance

    • Initial Complaint

      Date:12/21/2023

      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.
      Insurance Claim # *******-CO-60345162 I am in need of a list of auto shops that work with your insurance in ********. ********* shops in ******** do not accept to work on my car without a claim with an insurance in their network. I have called multiple car shops and submitted your claim and they will not accept to work on my car. Please provide a list of your in-network auto repair shops or I will be seeking legal help on this claim! Thank you, *******************************

      Business Response

      Date: 12/26/2023

      The customer was contacted and was advised we do not have any direct repair facilities. 

      Customer Answer

      Date: 12/27/2023

       
      Complaint: 21043595

      I am rejecting this response because: I have contacted several auto repair shops and had them contact your company to confirm you will pay any additional costs and you refuse to pay or work with them.

      I will need for your company to find me an auto shop you work with or I will seek legal help. 

      Sincerely,

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

      Business Response

      Date: 01/01/2024

      Safeway Insurance Company does not have any direct repair providers. 

    • Initial Complaint

      Date:12/18/2023

      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.
      Car accident ***** *****, this person has Safeway insurance, you have to pay for a rental car out of your own pocket which I thought was not right, I knew I would have problems the accident was not my fault, Safeway insurance shouldve paid for everything. The rental cost ****** total for everything, Safeway insurance wants to pay me ****** Safeway insurance should be responsible for the entire bill.

      Business Response

      Date: 12/21/2023

      Please see attached.

      Customer Answer

      Date: 12/23/2023

       
      Complaint: 21023648

      I am rejecting this response because:

      Sincerely,

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

      Customer Answer

      Date: 01/30/2024

       
      Complaint: 21023648

      I am rejecting this response because: I am rejecting Safeway request. They still owe me money for rental car. ID **************
      Claim# *******.
      Sent from my iPhone

      Sincerely,

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

      Business Response

      Date: 02/02/2024

      we have uploaded our response to the follow up submitted by the complainant.

      Customer Answer

      Date: 02/13/2024

      Complaint: ********

      I am rejecting this response because: Complaint # ******** Claim# ******* Safeway still owes money, I paid for Rent Car.
      236.82 Safeway only wants to pay me 185.74
      Safeway is shorting me ***** Safeway should be responsible for all of that rental payment.  

      Sincerely,

      ***********************; 

      Business Response

      Date: 02/15/2024

      Our position remains, we are not responsible for insurance coverage that the complainant elected to purchase. 

      Customer Answer

      Date: 02/17/2024

       
      Complaint: 21023648

      I am rejecting this response because:

      Sincerely,

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

      Safeway still owe money.

    Safeway Insurance Co. is NOT a BBB Accredited Business.

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