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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 ManagerInitial Complaint
08/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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.
[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.]
Please keep me up to date or let me know if you need anything from me.
Thank you.
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
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 response
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,
*****************************Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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 practiceBusiness 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
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
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
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
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 YouInitial Complaint
12/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 responseBusiness 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 ManagerInitial Complaint
11/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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,
*************************
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Contact Information
Customer Complaints Summary
25 total complaints in the last 3 years.
12 complaints closed in the last 12 months.