ComplaintsforBluefire Insurance

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This insurance company is extremely difficult to work with when you are in an accident and they have to pay. I had the hardest time getting a hold of my adjuster because he called me and his voicemail cut off before he was able to give his contact information so I had to figure out how to get a hold of him instead because their customer service agents are unable to provide the adjusters' direct contact information to clients. All they did was ask the adjuster to contact me and I had to wait for their call. It took the adjuster almost 2 weeks after the accident to finally contact me. Once I got off the phone I had no way of contacting him besides email but even then he would not respond to my emails at all. He only contacted me again a couple weeks later to tell me my claim was approved and I would be sent $1700 for a $4000 repair. This should have been a total loss as my car's value is estimated to be $2,500-$3,500 but they did not give me any option but to get it repaired. Once my claim was approved they completely stopped responding. I am unable to drop off my car because I am a traveling freelancer and have no other transportation but they ghosted me despite my multiple attempts to inquire about a rental car. It has been almost 2 months since the accident and they have resolved nothing for me. My claim # is TXOA24-0000995. My adjuster was ***********************. I need a higher-up to contact me immediately and get this resolved. This has by far been the WORST insurance company I have ever dealt with, it's like it's being ran by toddlers.

  Business response

  04/05/2024

  We apologize for any inconvenience that you have experienced. Once the vehicle is at the shop we can complete a supplement if needed. 

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They didn't show proof of a claim being paid now I'm being ***d policy number txA01920463 I had an accident April 10, 2022 and they come two years later saying they didn't pay where progressive insurance company stated that they said they paid but they don't have proof of payment so there trying to *** me for 1600$ which they will never get from me I had insurance I held my legal responsibility now they need to uphold there . Show proof of the claim . It's really some washed up lies trying to get a double payment which like I said they will never get from me blue fire need to sho w proof that the claim to progressive was paid.

  Business response

  04/03/2024

  We apologize for any inconvenience and are working to resolve this lawsuit. 

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Claim# TXOA24-0001597 Policy#TXOP0048880-000 Car has been at the shop a month, and fees for repairs have not been paid. We have full coverage. Claim is valid and company agreed to pay for repairs but have not. Shop should not have to hold a vehicle a month, and it doesn't take a month to process a claim. I want Bluefire to pay for repairs immediately as they are obligated to do by ***** law. All premiums have always been paid on time, and policy was in full effect at the time of my daughter's accident, and she is covered under said policy!!

  Business response

  03/29/2024

  The above claim was filed on 2/24/2024 by *********************** stating she was struck by another vehicle and pushed into a wall. The claim was assigned to an adjuster who began to work the file.  Contact was made with **************** on 2/29/2024 and her statement of loss taken.  The initial estimate was completed based on the visible damages in the photos provided.  The initial estimate was below the deductible.
  
  We verified coverage and liability and sent the estimate along with the repair process letter to the insured.  A supplement was received from the insureds chosen shop on 3/8/2024.  We began working with the shop to receive documentation to support the supplement and by 3/15/2024 it was approved.  We received the shops W9 and the supplement payment was issued on 3/22/2024.

  After receiving the complaint, we reached out to the insured and body shop.  The shop stated they had yet to receive the payment but did verify it was sent to the correct address.  We explained we would follow-up to ensure receipt but verified they needed nothing further. An updated was provided to ***************** explaining the same.

  Customer response

  03/29/2024

  I am rejecting this response because:   I never received an estimate log, or repair estimate that was approved from the insurance company. The insurance company worked majority along with ***'s Auto Shop, allowing the business to send in supplements for payments and repairs that they didn't complete but were paid for. I didn't even know how much the insurance company was sending ***'s Auto Shop, until 03/27/24, when I received a phone call from ***************************, and asked him how much was the check for that was being issued to ***'s Auto Shop. As Bluefire stated, the first amount that they approved was below my deductible, and that was the only amount, to my knowledge that was approved. ***'s Auto was going behind my back and sending supplements to Bluefire to get extra money. I asked ********************* to send someone out to look at my daughter's vehicle so that they could visibly see the needed repairs instead of going by the pictures alone. you can only see the cosmetic damages from the photos. This is what lead to the low estimate in the beginning. ***'s Auto took full advantage of the situation because they knew that the insurance company wasn't going to send anyone out to look at the car, and that payment was going to be made directly to the body shop. The adjuster made it clear to both parties. In my initial conversation with the body shop, *** told me that the insurance company only wanted to pay for the bodywork. I told him that i was not concerned with the bodywork, I was more concerned with my daughter's safety, and making sure the car was drivable and safe to drive. He then said that he would take care of everything, and not to worry about the deductible. He planned the whole time to send in supplements without my knowledge, and had me thinking that the insurance company was only paying the initial amount they agreed to pay based off of the pictures of around $600. If Bluefire had been in contact without me, returning phone calls, voicemails, and emails, I would have been aware of what was going on behind my back. Instead they allowed this body shop to take full advantage, scam the system and send my daughter's car back to us with only the mechanical work done, no bodywork. Not to mention, that they issued him a check for $2700. The whole month my daughter's vehicle was at the shop, she was out of a vehicle, and had to pay Uber and Lyft to get back and forth to work. Even after the trauma of being hit and ran off the road, she had to deal with all of this with her car, and this is why I had to step in. She is 19, and worked hard to pay her premiums every month, and has been treated like this. the only way to get a response from Bluefire was to file complaints, and drive 20 minutes to a Freeway Insurance office to explain the situation, and they contacted the ** of the company. I received a call the same day, and they told me that the check had been mailed to the shop on Friday, March 22nd. The shop received the check in the amount of $2700 on Thursday, March 28th. I am including pictures of the condition of my daughter's car when it went to the shop, and when it returned on 03/28/24 after he received his check and released it. I was at work and he conveniently had it towed by someone and dropped off at our apartment. When my son saw the car and asked why was the car still damaged and not repaired, the guy told him to call the shop. Of course, *** had an emergency and had to leave the shop after he received the check. I've also tried to call ******************, the claims adjuster to have them to stop payment on the check because my daughters car is not repaired, left voicemail. *** will not provided me with any receipt, explanation of charges/work done, I never received any info about the supplements he sent in, nothing. He told me that he doesn't have to so I don't know what was done to my daughter's car. The insurance company failed us. We are the paying customers, and have been treated horribly!!!! 

  Business response

  04/02/2024

  We have sent you a copy of the estimate. Please discuss any repair issues with the shop of your choice. 

  Customer response

  04/03/2024

  I have reviewed the business response and accept this resolution. I have received all the requested info from them and I will follow up with them after *****************'s assessment. I will ask ***************** to reach out to Bluefire with their findings, and we will proceed from there! Thanks

• Initial Complaint

  03/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was double and triple billed by ********** Insurance Company when they enrolled my banking information into several vehicle policies without consent. Below I have attached each installment charged with the total so far being $4360.73. I hope to get this resolved as soon as possible as I have contacted the company several times and the payments are still being taken from my account. I can not afford to pay this amount monthly for services I have not applied for.Please contact me soon to get this refunded as soon as possilble.Thank you *******************

  Business response

  03/22/2024

  Please provide your policy number. 

  Customer response

  03/24/2024

  I am rejecting this response because:   all i  see is a request for my policy #.which is ********.

  Business response

  03/25/2024

  That is not a policy number that we have. Our policy numbers have letters in front of the numbers. 

  Customer response

  04/05/2024

  i believe this to be the policy # *************. however they switched brokers or companies so often  it could be something else.they  never had a problem looking up my policy when i called them .they just checked from my name and address.

  Customer response

  04/05/2024

  this is rediculous,i gave them the policy # and thats the only one they have provided only to say that its closed is unacceptable.someone needs to look into this as they have always looked up my policy when i called them.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchase policy # TXOP0034874-000 9/30/23 and ended up purchasing a new car the next day! So I called to switch vehicles on my policy and change it from liability to full coverage and was told by freeway insurance I couldnt and that I had to purchase a new policy with the new vehicle and full coverage and was told not to worry they would contact blue fire to cancel policy TXOP0034874-000 and I would get a refund and they did that and I was supposed to be refunded $240 well I never received it so I called blue fire in November and was told it was mailed to my home address and I never received it! So they stop the check and reissued it again and still havent gotten it so I called in December and they repeated that process again and said if I didnt get it this time then I may want to have it sent to another address, well guess what I never received it! I called them in January and provided my sister address to mail the check to and as on 3/14/24 I still havent got my refund! This is totally unacceptable and bad practices! So I want to file a complaint but also is needing help getting my refund!

  Customer response

  03/18/2024

  Issues has been resolved!

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife was rear-ended by a policyholder of Bluefire Insurance. Claim # TX00-24-0001992 was filed on March 7, 2024, both by the driver causing the accident and by my wife. The claims adjuster did not attempt to call until March 11. My wife missed the call and returned a message. As of March 14 we have had no response. I left another message this morning. It has been a full week and they have not made serious attempts to address the claim.After reading through how others have required months of unreturned phone calls, false representations, and refusal to pay for repairs, I have decided to use the uninsured / underinsured motorist provisions on our insurance policy to cover repairs at a shop of my choice and to pay for a rental. This will cost me $500 and will impact future premiums. I will then support my insurance company in their expected legal action against Bluefire to recover their expenses. I am not going to wait several months for Bluefire to play their usual games. So, if they wish to read this and respond, then they might avoid a lawsuit by helping me get my car into the shop in the next few days and paying for a rental vehicle. Otherwise, they can try to explain to themselves why paying for lawyers is somehow cheaper than just fixing the car up front.

  Business response

  03/22/2024

  We apologize for any inconvenience. The adjuster has been in contact the discuss the next steps. 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed claim ELCA24-0000246 on February 20th then relayed this info the auto repair shop. On February 22nd, they sent damage photos along with their estimate to Bluefire with February 26th as a target to start repairs. By February 28th, Bluefire never followed up. On February 29th, I received an email from claims supervisor ***************************** claiming no damage photos were received but upon receipt they would move forward with repairs. Attached to that email was a letter declaring my vehicle a total loss. Both my dealership and the shop ensured me that they sent photos on Feb 22nd and 28th but would resend if necessary. I told ******* photos were sent to my claims adjuster **********************************************. ******* agreed to follow up. I called and sent emails to both ******* and ******* on March 4th and March 5th and received no response. On March 6th at 9:53am PT ******* confirmed receipt of the photos via phone but needed an incident statement from me along with the first two pages of my lease agreement. I previously gave a statement on February 20th but cooperated in good faith. ******* then confirmed that Bluefire would send paperwork and funds to the autobody shop within 24 hours. On March 8th 1pm PT, I called the shop for an update and nothing had changed. On March 11th, I received an email from ******* asking again for damage photos, filing of a police report and the name and number of the person I visited on the date of the incident. ******* claimed he knew nothing, and his supervisor ******* requested the information. I called ******* on the number ******* provided me which was different from ******** email signature. On March 12th, ******* stated via email that my claim was referred to a Special Investigator because I didnt provide my claim or damage photos in a timely manner which is untrue. He never returned any of my calls. I then called ******************* from Allied Universal, and was unable to contact him so I sent an email and have yet to receive a response.

  Business response

  03/25/2024

  We apologize for any delays while we investigate this claim. At this time, there is a statement scheduled for 3/27

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim TXOA24-0000328 It look like my complaint is the same as others. Filed a claim for a minor accident at the fault of their client, after weeks of back and forth and not answering my calls they tell me that they cannot reach their client! Their solution was to repair the damages myself and bill them; with the possibility of reimbursement. Are you kidding me, what a scam! Looks like this is the only way they conduct business. I refuse to pay for their clients mistakes, they letter sent does not even fully state the reasoning that was explained to me. The letter is just enough to hold up in court! How do scammers sleep at night, we work hard for our money and have to suffer on behalf of their clients because they cannot reach them? How is this legal, it is a disgrace people act this way. The damage may be minimal to my car but I still have to pay a lot to fix it. This is ridiculous to have to go to theses measures to force someone to be decent. Seems that this is just another day at this company, spitting out the same reasoning over and over. I can see how they have such a low rated company. Horrible experience with this company.

  Business response

  03/22/2024

  We apologize for the inconvenience that you have experienced. We are unable to move forward with the claim without the cooperation of the Insured. 

   

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Claim#TXOA24-0001868, I have filed a claim with Blue Fire Insurance for an accident that happened on 03/02/2024 I called to speak to the Claim Adjuster *********************************** and reported my claim, I was provided with this number ************* to contact him, after speaking with him the one time I cannot get intouch with anyone at this insurance company regarding my claim. I have tried calling ************* which is the only number for the business, emailing and have left voice messages. I cannot afford to have this happen. I have people breathing down my neck wanting answers because I still owe on my car and they need to know if it is totaled. I cannot believe this is insurance company is getting away with this. My car is the only vehicle in the accident and I have medical bills. What can I do to get this resolved. I desperately need assistance with this matter. I will send whatever documents I have please just let me know what is needed. I tried calling again today and again no one is available to take my call. I left a message requesting a call back but I do not see this happening. I am furious that I paid my monthly payments for coverage and to no avail I am not able to get the assistance needed from this company. BlueFire is the epitome of, and a textbook definition, of why the public in general doesn't trust insurance companies. Unless their victims have deep pockets to afford legal fees to contest these practices, and I'm sure most don't, they will continue to prey on those weaker than them. Any assistance the BBB may provide would be much appreciated!

  Business response

  03/13/2024

  We apologize for any delays as we investigate the claim. *********** spoke with you 3/11/24 to discuss the loss and the next steps. 

  Customer response

  03/19/2024

  I am truly concerned that they will not provide the coverage I paid for, I have received calls from the Dealership complaining that Bluefire never pays out like they should and it takes months to actually receive the check from them, and they are letting me know ahead of time that I will be liable for what they do not cover.  I was doing good to make my car payment before now I will be expected to make a double payment if I get another car, which I will have to do because I have to have a way to work. I will be working solely to have a vehicle and keep full coverage on it.  I cannot believe the trouble I've had with this insurance company and they are taking their time about it all. The worst thing about it is that I had the amount owed down to less than $8,000.00. They really should not be allowed to be in business they way the cheat the people that trusted them. I cannot understand how they are getting away with this awful service they provide.  Then *********************** told me I have to pay a $500 deductible, I am so disgusted with them once this is done I will definitely be looking for new insurance and do more research before getting it. This is just unacceptable. In response to *********************** calling me on the 11th of March, that was later in the day after I filed my complaint and he had no information to provide to me except my car was supposed to be picked up from the tow yard. I am just sick over this whole thing I have not slept well since I found out how they cheat and scam people.

  Customer response

  03/28/2024

  I am rejecting this response because:   

  I am truly concerned that they will not provide the coverage I paid for, I have received calls from the Dealership complaining that Bluefire never pays out like they should and it takes months to actually receive the check from them, and they are letting me know ahead of time that I will be liable for what they do not cover.  I was doing good to make my car payment before now I will be expected to make a double payment if I get another car, which I will have to do because I have to have a way to work. I will be working solely to have a vehicle and keep full coverage on it.  I cannot believe the trouble I've had with this insurance company and they are taking their time about it all. The worst thing about it is that I had the amount owed down to less than $8,000.00. They really should not be allowed to be in business they way the cheat the people that trusted them. I cannot understand how they are getting away with this awful service they provide.  Then *********************** told me I have to pay a $500 deductible, I am so disgusted with them once this is done I will definitely be looking for new insurance and do more research before getting it. This is just unacceptable. In response to *********************** calling me on the 11th of March, that was later in the day after I filed my complaint and he had no information to provide to me except my car was supposed to be picked up from the tow yard. I am just sick over this whole thing I have not slept well since I found out how they cheat and scam people.

  Business response

  04/04/2024

  The payment was issued to the lienholder on 4/2/24

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CAN24-0001105 I was Tboned by one of your drivers I called and made the claim the person said she would accepting responsibility since she admitted to hitting my car. I keep calling the number you guys have and no answer ever time I call it says Im number one in line and have waited multiple times for over 40 minutes what kind of company are you guys running that you cant seem to keep your guys s*** together please contact me back and lets move forward with you guys paying my car and paying for my back and neck injurys I have going on I have been going to a chiropractor he has put me on work leave for the next 3 month so I need some type of compensation

  Business response

  03/13/2024

  We apologize for any inconvenience. The supervisor spoke with you today and explained that there is not coverage for this accident. 

*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. ↩