ComplaintsforSafety Insurance Company

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was rear ended on April 17th 2024. I called police and had them come out to take a report. Driver of other vehicle admitted to rear ending me to police. Driver of other vehicle did not report this as a rear end accident to his insurance which is safety insurance group . Fast forward two months now and they still havent accepted liability for the accident their client caused. *********************************** who is the sr. ****** officer at safety keeps giving me some excuse that they havent received police report and will not be accepting liability until they do. My insurance company Allstate was able to receive report in a timely manner and has sent it to ********* multiple times now and still no liability has been accepted. My tail light is smashed out and not working and Im due for an inspection sticker. Not only is this a safety issue but also could have legal repercussions if I dont get my sticker soon. I want them to take responsibility for this accident and complete things in a timely manner. You cant just hold people up from getting their cars fixed when its a safety issue. Absolutely disgusting business practice

  

  Business response

  06/26/2024

  Dear ************,
  
  I am writing in response to the recent complaint you filed with the Better Business Bureau.  This letter is intended to address your concerns.
  
  We received a report of the above-referenced incident on April 22, 2024. As we discussed, our insured gave a conflicting report as to how this loss took place and we requested a copy of the police report to confirm the party responsible.  On June 13, 2024, we received the police report and confirmed the facts of the loss against our insured.
  
  The appraisal for your 2022 ******* has been completed.  As you have requested, we will issue payment to your repair shop once we have received the signed repair authorization form. 

  Customer response

  06/26/2024

  [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

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/22/23 my unoccupied parked 2007 ****** Sentra was hit by ******************************* driving a ****** Highlander plate # 4DBC99. I filed a claim on 12/26/2023 with the insured. The adjuster of the claim LAMA0335D7 ************************* Ext ***** stated this claim was closed and transferred to Liberty Mutual, as this was an "uber incident " Liberty Mutual denied payment. Safety Insurance is the provider for this person who was not providing **** Services at the time of the accident. Request for information as why this claim was closed and unpaid have gone unanswered. ******************************* denied that she was hit by another vehicle at the scene of the accident stating " I swerved to avoid another car and could not stop in time," at the scene ******************************* stated that she drives for **** but was not driving at that time for **** and did not have a passenger in her vehicle. The accident caused the front passenger side of her vehicle to crash into the rear drivers side of my vehicle . She declined offers to call the police and had no other damage to her car. I am requesting $5825.00 to settle this matter $3165.00 for the book value of the car, $100.00 for towing and $2560.00 for storage fees.

  

  Business response

  03/21/2024

  Our response to ******************** complaint is attached.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently purchased Safety Insurance for my car. I paid the whole premium (October 2023), several weeks later I received a check for $34 for overpayment of insurance premium. I attempted to cash the check but the bank bounced the check because it said that the check account number was incorrect. I contacted ********************************************* (*************************) about reissuing the check and I am still waiting. I have called and emailed them several times and I have copies of all the emails. They are ignoring my emails, forward my phone calls to a voicemail and never return my calls. This is incredibly frustrating.

  

  Business response

  02/26/2024

  A review of our records indicates that the $34 refund has not been cashed. Safety Insurance will reach out directly to the named insured and the agent that produced the auto insurance policy to resolve the matter. 

  Customer response

  03/03/2024

  [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,
  
  *************************

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 15 Sep 2023, I was struck by a car on my mint 2022 Indian Chief. I was taken by ambulance to Elliot ****** center, where I stayed for four days after suffering an open compound tib/fib fracture to my left leg. Surgery has left me with a titanium rod from knee to ankle. My bike was towed away.In my first conversation with *********, I informed him that I am a 100% disabled combat veteran with no experience in this area and that I need his help. That makes me a handicapped person that should get better treatment than I have in this process. I was shuffled from his in box to out box with a check for $4k for a bike worth 17k. There is a fiduciary duty to act on my behalf and that was not done. My correspondences have gone unanswered and five months later my motorcycle is still in storage. The storage fee was agreed upon by Safety's representative in December with ********* but they have yet to get paid. My claim # is LAMA02D01D.

  

  Business response

  02/22/2024

  We have reviewed and responded to our policyholder's concerns.  Further, we request that should **************** have any additional concerns, please relay them to his attorney at his earliest convenience, so that they may reach us on his behalf for further assistance.  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Remember, I was involved in a car accident more than 3 months ago, two months ago I was trying to receive the check to pay off the vehicle. I tried to contact you by email and phone and none of the attempts worked.

  

  Business response

  02/01/2024

  We contacted ********************** on January 30th and settled the the total loss part of his claim.  We have issued payment on that settlement.  Thank You

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was involved in a car accident involving a policy holder of Safety Insurance Company. I was the only one making contact and constantly following up myself about the status of the claim and insurance adjustment. They told me they would call me in a few days after the initial claim was made and when I finally called them back after a week I was told I was given then wrong claim #. I managed to get my repairs paid for, but I am having issues getting reimbursement for a car rental. I've left emails, made calls, and left a message. It has been almost 3 months since my first initial email with the rental receipt and claim # (LAMA026C57) and there has been no attempt to update me or let me know they have seen/heard my messages. Every time I call I am directed to contact ************************* (ext. ****, *************************************************************** Any calls made are met with a voicemail (saying she's out of the office or she is helping another customer), which makes me wonder if its not just some way to string me along waiting for this person to answer until I just give up. I called 10 days ago and told the agent my situation with ***** and that I would like to resolve this issue ASAP without having to wait for *****, **** (agent who answered my call) said she'd see what she could do and told me to send the receipt. No further contact has been made to reach out to me.

  

  Business response

  01/09/2024

  ************** was involved in an auto accident with our insured.  He reached out to the BBB,requesting help in obtaining his rental reimbursement. The previous requests for payment were not addressed timely. The adjuster assigned to the claim file contacted ************** to review his complaint. She apologized for the delay in issuing the rental payment and processed the payment immediately following the conversation on January 2, ****. ************** is now satisfied with the handling of his payment and agrees he has been paid in full by Safety Insurance. 

  Customer response

  01/09/2024

  [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

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was involved in an accident where I was hit from behind by a Safety insured driver. I was contacted by the adjuster in June about the accident and on September 21, 2023 I was contacted by the adjuster regarding a settlement offer. The adjuster stated how difficult it would be to obtain itemize bills from the medical providers at which time I obtained them on my own and forwarded them to him. I have been calling and emailing this adjuster and his manager since October 17, 2023 and as of today I have yet to receive a response

  

  Business response

  12/05/2023

  Better Business Bureau Response ( Complaint # 20934672 )   /   Our file # LAMA025B14  
  
  Please be advised that Safety Insurance Company received ************* complaint that was filed with your office on November 29,2023.  Safety Insurance contacted ***************** directly on November 30, 2023, to discuss her concerns. Safety provided her with a thorough explanation of our investigation and position on this matter.  Should you have any further questions, please feel free to contact me at ***********************.
  
  Sincerely,
  
  *************************
  Casualty Claims Manager

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 09/30/2023 by a Safety Insurance insured driver. I had to file a claim through them. I have been the one to initiate all contacts between the agent, the appraiser and total loss appraiser. At many points during this process I have been given misinformation on when I will be reached out to and how I will be reached. I was told by (my agent) I would hear from total loss appraiser (Total Loss Appraisers Name). I in fact had to call ****** myself and his reason for the delay was "we have a lot of claims". At no point should it be my responsibility to reach out, but yet each time I have talked to Total Loss Appraiser I have had to pick up the phone to call him. I have had to reach out more than 5 times and I am being left in the balance regarding the claim amount . I then requested to speak with someone about negotiating the settlement and I was provided nothing. With this all being said, it is important for the BBB to receive this complaint and investigate why this is a one way process of a person whose car was hit is responsible for getting in touch with this company.

  

  Business response

  11/22/2023

  We have been in communication with ******************** in regards this complaint and settlement of his claim.  We have come to an agreed settlement on ************************ total loss claim.

  Thank you.

  Customer response

  11/22/2023

  [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

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Im an existing Safety Insurance customer and added a new auto policy on autopay in April/may 2023 and they processed my initial payment. I received a notice of cancellation for nonpayment in July 2023. Apparently, the autopsy wasnt setup correctly. I repeated this step with my agent who processed the late payment in question. Fast forward to October 2023 and I receive a notice from the ****** stating my registration will be revoked the next day due to cancellation of my auto insurance. I did not receive any notice of cancellation from Safety or my agent. I check led with Safety and the autopay was not setup correctly again despite payments being processed both times. I called several times to get my policy reinstated due to my agents error. Safety told me my agent has to request it with underwriting who will decide if I can be reinstated or I have to start a whole new policy and pay for the year in full bc of nonpayment cancellation.So my agent tells me safety wont reinstate bc its been more than 30 days since they cancelled. Of course it has, I didnt even receive a notification of it until the registry mailed me. Additionally, I have to pay the full year in advance despite it being the agents error and not just with Safety but with every other carrier bc again I was cancelled for nonpayment. So its their error and they can fix it but chose not to bc they can lock me in for another year and collect their full payment improving their cash holdings. They created the situation and are financially benefitting from their clear error. Ive been a customer going on 10 years and never had to file a claim. Im very concerned that if this is how they do business, how will they be when Im in need and have to file a claim. I will not be starting a new auto policy. Im beyond disappointed as a customer and this has put an undue burden on my family as we try to navigate our two jobs and child care with one vehicle. Shame on Safety and Eastern Insurance Group.

  

  Business response

  10/29/2023

  The policyholder was canceled for non-payment on 9/10/23 due to some issues setting up autopay with his agent. We have reached out to the agency and agreed to reinstate the policy. The policyholder made the payment today and signed a no loss statement. His policy has been reinstated.
  

  
  

  Customer response

  10/30/2023

  [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

  04/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About a year ago my vehicle was involved in an auto accident. I contacted my insurance company which was safety insurance. I sent in video evidence showing that I was not at fault for the accident and I was infact deemed not at fault for this incident. I spent months and months trying to get my repair cost covered but they were no help whatsoever and I spent around $8000 total bring my vehicle back to the condition it was before the accident. They seemed to not want to help me at all and that I was essentially on my on.

  

  Business response

  05/09/2023

  Better Business Bureau Response claim number LAMA011C72
  Safety Insurance Company received Mr. ****** complaint that was filed with your office on April 29, 2023.   ************** was under the impression that he was deemed at fault for the accident and we confirmed with him in a telephone conversation on May 2, 2023 that liability was in his favor. ************** provided copies of his expenses related to this claim.  Since he does not have substitute transportation coverage on his policy, we submitted a copy of his out-of-pocket rental expense to the other carrier (USAA) for reimbursement. Our staff appraiser also reviewed his additional repair expenses and found that everything that was written for brought the vehicle back to pre-loss condition.

*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. ↩