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:01/10/2023

  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.

  Safety Insurance *** is reporting a claim (#*******) under my name (*********************) as the Policy Holder to ***** Nexis in which is effecting my insurance premiums on my own insurance policy. I disputed the claim with *********** and they reported back to me that they determined my dispute as "unverifiable" and that they verified the data as correct with "Safety Insurance ** 20 ************************************************************** **************" I called that phone number and I have spoken to (4) different people within Safety Insurance and their 3rd party and no one is able to assist in having this corrected. The claim is not associated to me or my vehicle. Multiple departments within Safety Insurance state the claim is a glass claim which should not effect my insurance premiums, but when transferred to the glass claim department, they could not find the claim for glass. I was on the phone for (2) hrs trying to rectify this and have it removed from my ***** Nexis report with no assistance in the matter.

  

  Business Response

  Date: 01/22/2023

  ************** notified Safety Insurance about a reporting error. Safety incorrectly identified ************** as the policyholder on an auto claim from January 2021. The reporting error caused difficulties for ************** when she was shopping for new auto insurance in *******.
  
  Safety Insurance corrected the erroneous report on January 18, 2023

  Customer Answer

  Date: 01/26/2023

  [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.  I want to specifically thank ********************* with Safety Insurance to keeping communication with me along the correction process and ensuring my voice was heard and issue was resolved.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:12/13/2022

  Type:Order 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 have attempted to cancel my insurance policy with the Safety Insurance company and have been told that I would need to submit a 2A Form in order to do so. In the state of *************, a 2A Form is not needed to cancel an insurance policy, a Insurance Verification Document should suffice. Despite my informing them that the 2A form is not required to cancel an auto insurance policy and sending the needed documents over, they are refusing to cancel my policy.

  

  Business Response

  Date: 12/21/2022

  Thank you for bringing this issue to us.  We were in contact with your insurance agency, ******* ***** **** ****** LLC and asked that they cancel your policy with us effective 12/12/2022, based on your request.  We apologize for the delay and the inconvenience it caused.  ******* ***** **** ***** can provide you with a copy of the cancelation declaration if you would like that for your records. We do thank you for your business and hope we can serve you in the future.  

  Customer Answer

  Date: 12/22/2022

  [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:10/03/2022

  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 September 22nd my wife got into an accident while driving on the highway someone hit her car in the back later we contacted safety insurance I filed a claim (claim number LAMA015CB6 ) I was supposed to get a rental since I ************** in my policy the agent hangup the phone on me so many time when kept calling she refuse to get me the rental her was ******************************* since that happened my car still in the tow lot and my still don't have car to get around with and its almost 2 weeks.this company scammed me instead doing what they were supposed to do they prefer threaten me by cancelling my policy without fixing my car.

  

  Business Response

  Date: 10/06/2022

  A policy for *********************** was uploaded to Safety Insurance by his agent Goosehead Insurance Agency on September 7th, 2022. The policy was written for 3 vehicles with *********************** listed as the only driver. A claim was submitted to Safety on 9/23/22. As part of the claim investigation it was discovered that the insured's wife was the vehicle operator in the loss and she was not listed as a driver on the policy.  She also is the vehicle owner. The accident happened in ******** and the insured's wife has a ******** license. None of the 3 vehicles listed on the policy had an active MA registration and only one of the vehicles is owned by ************************  Due to these issues with the insured's policy it took time to investigate the claim and whether there was coverage.  The claims department has completed their investigation and the claim has been paid. 

  A cancellation has been issued on the policy as the none of the vehicles on the policy has an active MA registration. 

• Initial Complaint

  Date:09/16/2022

  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.

  My husband was involved in an accident on 7/30/22, rear ended by somebody insured through safety insurance. My husband was declared not at fault and we went through our own insurance, paid the $500 deductible to have our car fixed. We were promised the $500 deductible would be returned to us but every time we speak to somebody at safety they come up with another excuse to not pay. They are also supposed to be refunding us the $1193 we paid out of pocket for a rental. I have forwarded all of this info to *********************** the adjuster. The claim number is LAMA012A4F and he can be reached at ************************************************************ or at ************ ex ****. He will not return my emails or phone calls. Our insurance (Geico) has been useless through out the process and given hardly any information. Now we have paid nearly $1,700 out of pocket for an accident that was my husband was deemed not at fault for. My ideal solution is to be reimbursed for both the rental and deductible.

  

  Business Response

  Date: 09/21/2022

  Please see attached response to our complaint.  Letter mailed to ********************* - and customer has been issued payment.

• Initial Complaint

  Date:09/12/2022

  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 was forced to use a shop I did not want my truck at. I've lost time and revenue. I had to buy a new truck because it's been 18 weeks without a truck. The truck is not the same after sustaining frame damage. Currently being told they have no idea how long it will be until I get it back. Insurance co. Has no problem taking my money but won't total a vehicle that will never be the same.

  Customer Answer

  Date: 09/23/2022

  I have not heard from the business in response to my complaint. It's been almost 5 months without my truck. They are a terrible company.

  

  Business Response

  Date: 09/23/2022

  Safety Insurance Company received **************** complaint that was filed with your office on September 12,2022.   Prior to receiving this complaint, Safety Insurance had previously contacted ************** directly to discuss his concerns with the repairs to his truck and why it was not declared a total loss.  The repairs are still ongoing and being addressed by his repair shop who have been in constant communication with him with the repair status.  We will continue to work towards a resolution of his vehicle repairs.

  Customer Answer

  Date: 09/26/2022

  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. 

  [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.] After 5 months of repair the truck is not drivable. The shop that I was originally took on the repairs could not do the work. I told the shop (***** auto body)I did not want my truck going to *******(the shop that botched the repair). The insurance company said ******* was a certified shop and the repair was to continue. I was forced to buy another truck as the insurance would only cover a rental for 30 days. Just the amount of time without the vehicle should have been enough to total the truck. I've lost time and revenue dealing with an unprofessional insurance company. When expressing my concerns with safety, I was laughed at and hung up on. The truck is not in pre crash condition. Nor will it ever be. I did not want my truck at *******, this was a decision made by safety/***** auto. I have a right to decide where my property is repaired. Now I will probably have to go to litigation to resolve an issue that shouldn't even be happening. 

   
  
  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: 09/29/2022

  Safety Insurance Company received **************** amended complaint that was filed with your office on September 12, 2022.   Prior to receiving this complaint, Safety Insurance had previously contacted ************** directly to discuss his concerns with the repairs to his truck and why it was not declared a total loss.  The repairs to his vehicle have still not been completed and we have made a business decision to process the claim as a total loss.