ComplaintsforBluefire Insurance

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in a car accident on March 30,2024 in ***********, **. The insurer who do not yield and made a left turn out in front of me is insured with Bluefire Insurance. I called to report the claim to Bluefire on April 1, 2024. I was told an adjuster would reach out to me by April 3,2024 and if I did not hear from an adjuster, to give them a call back. I have called this company 5 times and they do not answer the phone, nor has an adjuster reached out to me. I believe this is a common issue and with them telling me to call back if I did not hear from an adjuster and then not answer when I called back is a red flag for fraud. I am trying to get my car fixed and compensated for both me and my son's injuries. I do not know how to reach anyone about my issues since they are not answering the phone.

  Business response

  04/15/2024

  This loss was reported to us on April 1st by ******************. We immediately recognized a major coverage issue, as the accident occurred during a lapse in coverage. We made attempts to reach ******************, but had no success. Upon receipt of this complaint, we were able to establish contact with ****************** to secure a brief statement. We advised ****************** of the coverage issue we are investigating,let her know what her options were moving forward, and let her know that we would reach out to her once our investigation was finalized.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim on my policy on 3/3/2024. I have yet to speak to anyone regarding my claim. *** called and left messages with the adjuster listed on the claim, *******************************, and shes never returned my call. I received an email on 03/18/2024 stating that she would be contacting me and she never called. She called my husbands phone and stated she needed to speak to me because I filed the claim yet she never called my phone. I called the customer service number on 3/26/24 and the person I spoke to said there were notes on my claim that she tried to call me but my phone was disconnected. My phone was never disconnected! I have been trying to call for the past 4 days and am on hold for an hour and then the call is disconnected. I pay for my insurance every month! At the very least I should be able to speak to someone! I need my vehicle repaired and Im stuck having to pay out of pocket even tho I pay $293 a month for insurance! I need a new adjuster assigned that will do their job! Claim number-TXOA24-******* I am on hold as we speak and its been 31 minutes!!

  Business response

  04/15/2024

  We apologize for any inconvenience while we investigated the claim. We called and emailed 4/10/24 to advise that the payment had been issued. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was stolen on January 28, 2024, It wasnt found until a month later. Bluefire insurance was suppose to take care of the claim but is not. Its also a lot of miscommunication where ** getting one email saying that they are in the process of getting the vehicle and the other email says that they need me to pay and pick up the car. I need help with this, because they are not responding not my calls. I am paying out of pocket for my rental car and am not being reimbursed for it, even though I gave them what they needed.

  Business response

  04/11/2024

  We apologize for any inconvenience that you have experienced. We have been attempting to remove your vehicle, but the impound lot has continuously changed what they will allow for the removal of the vehicle. We are at a standstill until they will allow the vehicle to be removed. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb. 3rd 2024 our vehicle was hit in a roundabout. At the time the other driver produced his insurance information. We filed a claim with his company on Feb. 5th 2024. At the time of filing we were told an adjuster would reach out within 48 hours. On Feb. 7th we received a text with a link to the Bluefire Mobile Estimate App to provide pictures and a video which we did. Feb. 10th we received a letter stating they were in the process of conducting an investigation on this matter. After approx. 3 weeks of no information I started calling the adjuster and emailing with no responses. Finally when I got ahold of the adjuster on March ***** was told that she was just waiting on the statement from the insured. The very next day, March 7th a letter was sent out (I received on the 12th) stating they could not honor my claim stating the driver did not have coverage on the accident date. I believe the insurance company is a little fishy considering it took over a month of investigating just to find out there was no coverage. This could/should have been the very first thing to investigate and no one mentioned it in the initial filing. Also, I have a copy of the drivers insurance card stating he got coverage just 5 days prior. Even if he cancelled after he got it, it should have been valid for at least the first month. The denial letter states to call for further information, however after many may attempts and messages I am not able to get ahold of the adjuster. We appreciate your time!*********************************** *************************************************** ************** Bluefire Insurance ************** License #****** P.O.Box ****** ***************** *****

  Business response

  04/08/2024

  We apologize for the inconvenience, but there is not coverage through this policy for this loss. 

• 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. 

*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. ↩