Complaints

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:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On April 30, 2024 I purchased a home in ************ ** which would become my primary residence. I was asked to have it inspected by Safety insurance company. Because of my work schedule, travelling for work to the north shore, asked my realtor to be present during the inspection since the inspector was only available until 3pm and i would be working and traveling home late. On may 7th the inspector Sand ******** ************ met my realtor ******** ******** ************ at my home where i had already been living and had moved in. I had explained to the inspector that i couldn't be present due to my work schedule. Following this, I received a letter from Safety insurance stating that they would be cancelling my insurance policy due to my home being vacant stating that the inspector Sand ******** had notified them that the house was vacant. I spoke to ******** who had been present and she spoke to Mr. ********* reminding him of my personal items, dishes, contact lenses, toothbrush, clothing and a fully furnished home. Mr. ******** stated he did recall those items but reported he had not taken any pictures. He said he would rectify the situation and has not. I have text messages from ******** regarding this. To this date i am still getting threats from Safety insurance stating that they will cancel my policy because my house is vacant and this is completely false as i have been living in this home since i purchased it. I would like them to stop threatening me of cancellation since i have been paying my policy and living in this house and would like to continue to do so without harrassment or threats.

  Customer Answer

  Date: 04/02/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 04/07/2025

  We have no record of insuring this customer's home. In speaking with his agency, they placed his property insurance coverage with another insurer. The complaint should be pursued with them.

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On December 26th 2024 I submitted a home owners insurance claim. The claim was for broken water pipes in my home. That same day representatives from safety insurance came to my home to inspect the damage and determined that this was an emergency issue and had to be taken care of immediately. Safety insurance hired blue sky restoration to start work that day in performing the demolition, cleaning up and drying of the affected areas. As of today, March 10th 2025. The damages, still have not been repaired. My house is currently in the same demolition status and is unlivable. Safety insurance refuses to pay until gas records are provided. I have provided all other information including showing that there was an active gas line during the incident. As well as showing proof of residence. I am unable to provide the gas records for the months that Safety insurance is requesting. Due to the fact that during those months. My aunt paid the gas bill. I currently do not have communication with my aunt. Therefor I do not have access to the gas bill for the dates requested.

  

  Business Response

  Date: 03/19/2025

  BBB Complaint #                           ********
  Complainant Name:                       ********, ********
  Our Insureds Name:                     ********, ********
  Claim Number:                              LHMA04DC77
  Date of Loss:                                 December 25,2024
  
  To: Better Business Bureau

  Safety Insurance Company (Safety) acknowledges receipt of your complaint number ******** from our insured ******** ********. Safetys Property Adjuster and Manager have been in touch directly with our insured. In addition, Safetys counsel has explained the requirements in relation to our coverage investigation to Ms. ******** via written communication.

  Ms. ******** has filed a claim for water damage as the result of frozen pipes to her home. Ms. ********* home is heated by gas and Safety has requested the gas bills from Ms. ******** to support she maintained proper heat in the home prior to the loss. Ms. ********* policy does require her to maintain heat within the house (or winterize), and it also requires her to provide Safety with records/documents pertinent to the loss as requested by Safety.

  Ms. ******** indicates that the gas records are not obtainable, as her aunt had the gas in her name and is not willing to obtain them on her behalf. As part of Safetys investigation, we contacted **********,who verbally informed us that the gas service was removed from her aunts name in June of 2024. Since that time, no name has been associated with the account and the meter was removed in February 2025.

  Safety maintains our requirement that the insured obtain and provide copies of the gas bills in relation to the property that she owns, so that her claim that heat was maintained through the date of loss can be substantiated. Safety will expedite a coverage determination as soon as this documentation is received. 

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Safety is the worse insurance company Ive ever dealt with when it comes to communication or lack there of. Their adjusters are allowed to drag their feet when it comes to communicating with consumers and not caring how their delay affects someones finances. Im a paying consumer that has yet to have a conversation with my so called total loss adjuster from an accident that took place on 1/25/25. Because of said adjusters delay I am now expected to make 2 car payments to ***** financial totaling over $1300. Emailing a supervisor doesnt work either because they also do not like to communicate with their consumers. Someone from Safety should call ***** and advocate for my payments on a total loss vehicle to be paused while they work out payment with *****.

  

  Business Response

  Date: 03/11/2025

  Safety Insurance has been working with the customer and the lease ********************** to obtain the documents required for payment. Safety issued the payment in lieu of these documents as a customer service.

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 car insurance through Safety Insurance. I was rear ended by a school bus one morning, totaling my car. Safety Insurance neglected to tell me the status of my claim, I had to find out from the collision center my car was towed to. Once I found out my husband and I both tried calling and emailing about the claim and the process of getting my car paid off. We went over a week. And when we finally received something it was wrong. Then to have it corrected became a time struggle. I am now going into the second month of this and will still be expected to pay for my totaled car 100% no fault of mine. The negligence of response is by far the WORST I have ever experienced. When I finally reached the agent I was assigned to 1 month later he said I had never tried emailing him. Which in response I pulled up the email told him date and time l, screen shot it on my phone and resent it. The lack of accountability is extreme. I find them fully responsible for making sure my previous loan gets paid and if they dont I will take them to small claims.

  

  Business Response

  Date: 02/27/2025

  Safety has settled our claim and continues to assist with our customers GAP claim with a different carrier. We provided documentation and explanations to our insured on the total loss settlement process. The claim was handled in a timely manner.

  Customer Answer

  Date: 02/27/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Safety did get me the documents I needed, eventually. There were multiple unanswered calls and returned calls from voicemail. There were unanswered emails containing the claim#. These attempts were made by my husband and myself. I will not concede that this response was done in a timely manner. The lack of communication was BY FAR one of the worst customer service experiences of my life. I am notorious for leaving positive reviews where the customer service was excellent, in many situations I don't bother with a bad review unless I found it abhorrent and inexcusable. Due to the type of situation this was the complaint was necessary. 
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 paid Safety Insurance thousands of dollars over the years to insure my cars, homes, umbrella, and tenant policies for my family. A truck hit a rental car I was driving in ********** and Safety immediately declared me 100% responsible and is now charging surcharges over the next 6 years. A person in the corporate office of the insurance company for the driver of the truck that hit me told me that if I was insured by their company she saw valid reasons to support less than 100% at fault by me and she was surprised that Safety had not fought for me. When I called Safety and told my adjuster that they only cited one law and there were other laws at play, her response was to tell me that if I wanted to know the law, which I had already looked up and quoted to her, I should hire a lawyer! When I spoke to her supervisor, he quoted the one law they were going by and said that was it. My only recourse, other than going to the BBB or hire a lawyer which will be costly is to file an appeal with the state insurance department, but I have heard all they do is make sure the company did its job and don't care about laws. There are so many precedents of others being charged with breaking the laws the other driver clearly broke that I don't think I was treated fairly by Safety who refuses to explore the option that I was not 100% at fault.

  

  Business Response

  Date: 12/05/2024

  December 3, 2024
  
  ******* ******
  ******************************************* A
  ******, MA 02459                                                                                                                                         
  Claim Number: LAMA04479D
  Date of Loss:    August 10, 2024
  Insured Name:  ***** ***** &******* ******
  Claimant:         ******* ******
  
  Dear ******* ******:
  
  I am writing in response to the recent complaint you filed with the Better Business Bureau. 
  
  We disagree with your allegation that our decision did not consider all the facts of loss.  We reviewed all available facts of the loss, including your written crash report.  You have indicated that you were slowly making your way across ********************* in ******, ***********  As you attempted to cross the intersection, a large vehicle stopped in the leftmost northbound lane.  You have indicated this vehicle obstructed your view of traffic in the other northbound lanes.  As you proceeded past this vehicle and entered the northbound lane, you were struck by a vehicle traveling in that lane. 
  
  The liability decision based on all available evidence.  You had a duty to yield to the traffic traveling in the lane you were attempting to cross.  If you have any additional evidence you wish for us to consider, please send it to us at your earliest convenience.
  

  I can be reached Monday through Friday between the hours of 8:15am and 4:30pm at ****************************.

  
  Sincerely,
  ******* ******
  Multi-Lines Claims Manager

  Customer Answer

  Date: 12/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I never said that you didn't consider all the facts. I said that you didn't take into account other LAWS that were involved in the accident. Here are the ones you neglected to consider.

  According to the California Drivers Handbook, If your view is blocked, move slowly forward until you can see. This is exactly what I did.

  
  According to the California Drivers Handbook, a driver should give up your right-of-way when it will help prevent collision. The law states that if a car pulls out in front of you while youre driving down a road and you do not try to slow down or otherwise avoid an accident, you can still be held legally responsible for the consequences.

  
  According to the California Drivers Handbook, If your view is blocked, move slowly forward until you can see.That is exactly what I did. It also says you should give up your right-of-way when it will prevent collision. After the driver hit me he said he had seen me. He did nothing to prevent the collision. He didnt drive around me, step on his brake, or honk his horn. He is guilty of failure to exercise due care to avoid a collision.

  I would like to know what you think I should have done if I couldn't see the oncoming traffic other than inch out and rely on any oncoming vehicles to see me and avoid an accident. This happens all day long at intersections, when parked in a lot lined up next to other cars and you have to back out unable to see other cars driving down the lane you're entering. Drivers proceed cautiously and count on approaching drivers to see them and avoid accidents.

  *** ******, former *** quarterback, was recently charged with "failure to avoid a collision.' Why didn't you lobby for the driver of the truck that hit me to be charged with that?

  My question to you is given the situation,what should I have done? Since I entered the road when there were no cars there and obeyed the law, what do you see as my legal options?

  Thank you,

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

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Complaint About Safety Insurance Delay in Payment, Unfair Assessment, and Incorrect Accident Timing I, ******* ******, am filing a formal complaint against Safety Insurance regarding their failure to respond to my request for reimbursement of fees related to the assessment and storage of my vehicle at **** ********, located at *************************************************************************After an accident, I submitted a claim and provided all necessary documentation, including the invoice for the assessment and storage costs on November 19, 2024. Despite multiple follow-up attempts, including emails and phone calls, I have not received any response or confirmation of payment from Safety Insurance.Additionally, I believe the vehicle assessment conducted by **** ******** was inaccurate and excessive. Several parts listed in the repair estimate were not damaged in the accident, leading to an inflated repair cost. This, in turn, contributed to the insurance company declaring my vehicle a total loss, which I consider unjust. Furthermore, the valuation of my vehicle was significantly lower than its actual condition and market value.Moreover, Safety Insurance has incorrectly stated the time of the accident in their records. The time they listed does not match the actual time of the accident, which may have affected the assessment and processing of my claim.This situation has caused considerable financial and emotional distress.Contacted Safety Insurance via email and phone on November 17, 2024, November 18, 2024, and November 19, 2024.Submitted the invoice and all relevant documentation on November 19, 2024.Attempted to address the excessive repair estimate and unfair vehicle valuation, but received no ***************: ******* ****** Email: ********************** Phone: *****************

  

  Business Response

  Date: 11/26/2024

  Attached is our response to the complaint filed by ******* ****** on November 20, 2024 and was received by Safety Insurance on November 20,2024.
  
  The adjuster has been in contact with the customer on November 20, 2024. The claim is now settled and payment has been completed.
  
  If you have any questions, please feel free to contact me at **************, on extension 3036, or by email at:****************************************************************************************************************.
  
  Sincerely,
  
  **** *****-******
  Auto Settlement Manager

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  In my second year of being a customer of ********************************************* they began to charge me a finance fee for a service without alerting me to it first. I reached out to the company to inquire after speaking with my agent and the woman ******, with whom I spoke with, stated they would not remove the finance fee but since I did sign up for both ebilling and automatic payments I would not be charged the following month. I paid this predatory fee in September but I feel I should at a minimum be refunded the finance fee for October. This allegedly new policy was never told to me and seems extremely predatory.

  

  Business Response

  Date: 10/30/2024

  Safety Insurance Company regrets that our insureds experience did not meet expectations. We will contact the insured directly to achieve a mutually agreeable solution.  

• Initial Complaint

  Date:10/17/2024

  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.

  claim: LAMA 041BB0 a party insured with Safety Insurance caused an accident which resulted in damage to my vehicle. *****, my insurer advised that I complete repairs under my policy to expedite the amount of time i would not have my vehicle (I need it for commuting to work) GEICO then instructed me to reach out to Safety Insurance to request reimbursement for the damages which totaled $825 (invoice uploaded). The repairs were done by an authorized ***** repair facility. when I got the invoice from the body shop, I sent it to Safety Insurance. I got one response months ago and since then they have ignored my emails and have not followed up on my request. I wish to have this matter resolved as their customer was liable for the accident and since the repair cost was less than my estimate, I had to pay out of pocket for their customer's mistake.

  

  Business Response

  Date: 11/04/2024

  Mr. ******* *******
  ************************************************************************************
  
  Re:       Claim Number:           LAMA041BB0
  Insured:                       Yasin Karsit
  Accident Date:            July 9, 2024
  
  Dear Mr. ********************** allow this letter to acknowledge receipt of your complaint filed with the Better Business Bureau on October 17, 2024 and received by Safety Insurance on October 17, 2024.
  
  We have reviewed the invoice for the repairs to your auto and have confirmed youre insurance carrier, Geico has not issued payment.  Please allow this to confirm that we have issued the payment in the amount of $825.21 to you and this will bring your claim to conclusion. 
  
  
  If you have any further questions in the meantime, feel free to contact me at ******************************.
  
  Sincerely,
  
  
  ****** ******
  Auto Claims Manager

  Customer Answer

  Date: 11/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:08/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Dropped car off to auto body on 7/3, picked up rental on 7/10. I am currently in treatment for breast cancer and have appointments several times a week which is why I need the rental. Insurance has been dragging their feet on getting paperwork done and over to the auto body shop delaying the work being done. I have made several calls to my adjustor, several emails with zero response. Reached out to my agent and she was able to get things moving and this week insurance is dragging their feet again on getting things done. My rental is only for 45 days and then I am responsible for $30/day due to their inaction. As of this Monday 8/26 I will be charged $30/day which I cannot pay. I explained that I have appointments and they just do not care. I am now scrambling since I am out of work due to surgery, have appointments I need to get to but have no car since essentially safety is under staffed or just not equipped to handle their job. I now have to look into MBTA transport to get me to all my appointments and their response was basically oh sorry oh well

  

  Business Response

  Date: 08/28/2024

  Dear ************:
  
  Please allow this letter to acknowledge receipt of your complaint filed with the Better Business Bureau on August 25, 2024, and received by Safety Insurance on August 26, 2024.
  
  We understand that you got into a rental vehicle on July 10, 2024.  Per our email discussion today, you have confirmed that your vehicle is ready for pick up today and you will be returning the rental vehicle at that time.  We were notified that your shop had been requesting supplements incorrectly by contacting ******************** instead of **********************.  Therefore, the supplement requests were not received timely. Due to the communication issue between the shop and the appraiser, Safety covered the additional days of rental through August 27, 2024. It has been confirmed with the shop that the vehicle will be ready for pick up at that time. 
  
  If you have any further questions in the meantime, feel free to contact me at ******************************.
  
  Sincerely,
  
  
  *************************
  Auto Claims Manager

• Initial Complaint

  Date:08/06/2024

  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 am dealing with a very unfortunate situation in which my car got stolen. First time ever. Now I am requesting my car insurance to do what supposed to be done, reason why we paid full coverage. It has been extremely difficult to get any information, talk to the adjuster, it has been over a month without any resolution. I have provided all required documents, recordings, notarized affidavit, etc.I am hoping someone in this insurance company finally can heard the need and come out with a proper resolution soon. Thank you!

  

  Business Response

  Date: 08/15/2024

  August 15, 2024
  
  Better Business Bureau
  ************************************************************
  ***********, *******;  01752-4705
  
  RE:       Complainant:                ****************************************
              BBB Case Number:      22104334
              Our Insured:                 ****************************************
              Claim Number:             LAMA04161B
  Date of Loss                 July 05, 2024
  
  This letter is in response to a consumer business complaint received by Safety Insurance on August *******, regarding the above-referenced matter.
  
  The complainant, ****************************************, filed a complaint regarding a stolen motor vehicle claim that occurred on July 05, 2024, due to the lack of resolution to his theft claim. 
  
  In order to process any payments for the theft claim, Safety Insurance requires proof of the theft by either a ************ Vehicle Report or Police Report.  
  
  ************************* has been contacted and informed that Safety Insurance is awaiting a copy of the ************ Vehicle Report or Police Report before a resolution to the claim can be determined.  ************************* has cooperated in requesting a copy of that report through the Service de police de la ***************** (****). Additionally, a Safety Insurance Claims Adjuster called the ************************** to inquire about receiving a copy of the report and was told that the **** is only allowed to send one once a request has been submitted.   They advised it could take up to 30 days.  In hopes of expediting the receipt of the Montreal Police Report, Safety Insurance submitted requests through two additional reporting agencies, Metropolitan Reporting and ***** Nexis.  ***** Nexis provided an expected time frame of receipt to be September 09, 2024.  A follow up call with the **** also confirmed they could not provide any help in expediting the report.  Safety Insurance continues to monitor the claim for receipt of the police report to process the claim in accordance with the policy.  
  
  If you have any questions or would like to discuss the matter further, please contact me at your convenience.
  
  Sincerely,
  
  
  *************************
  Auto Claims Manager
  ***************************
  ************************************************************* 
  

  Customer Answer

  Date: 08/16/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not resolve my issue, yet it shows that Safety Insurance is moving on it. Complaint # ********.

  This message is not a rejection but to acknowledge that it is in process to be satisfactory close. 

  Thank you, BBB, because now at least I know what's next or what safety insurance needs from me. Right after a conversation with the adjuster I inquired about it at the police station, then immediately I sent the required forms. Honestly, I thought they already have everything. I have done everything I can do to get this done asap. But it comes to my surprise that if I don't keep insisting on calling, I won't be able to find out after more than a month.
  

  I am attaching to this email the forms sent to the police as well as their response. Unfortunately, the response email says it could take up to 30 days.  Again, I really thought that the police report was what they gave me at that moment. Indeed, I notarized the affidavit of thief understanding that I am giving Safety Insurance authority to do any necessary investigations. 
  
  Please keep me up to date or let me know if you need anything from me.
  Thank you.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  

  Business Response

  Date: 08/29/2024

  Tell us why here...August 29, 2024
  
  Better Business Bureau
  ************************************************************
  ***********, *******;  01752-4705
  
  RE:       Complainant:                ****************************************
              BBB Case Number:      22104334
              Our Insured:                 ****************************************
              Claim Number:             LAMA04161B
  Date of Loss                 July 05, 2024
  
  Dear *** or Madam:
  
  This letter is in response to a consumer business complaint originally received by Safety Insurance on August 07, 2024, and the updated customer response, which was received August 20, 2024, regarding the above-referenced matter.
  
  Since the last response to the Better Business Bureau, we were able to confirm with the **** that the insureds vehicle was deemed an unrecovered theft.   The payment for the total loss was processed and sent to the customer on August 27, 2024. 
  
  If you have any questions or would like to discuss the matter further, please contact me at your convenience.
  
  Sincerely,
  
  
  *************************
  Auto Claims Manager
  ***************************
  *************************************************************  

  Customer Answer

  Date: 09/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************