Safeway Insurance

This is a California policy, and therefore subject to the laws and regulations of that state.
 
An inconsistency was identified in the CLUE Report.  The policy data has been corrected and the policy has been reinstated. A reinstatement notice will be sent to the named...

insured.

Mr. L[redacted] check was issued and mailed on August 31. He can call me at [redacted] he has not received the check.

Initial Business Response /* (1000, 5, 2015/07/06) */
Contact Name and Title: Julie [redacted], Claims Super
Contact Phone: [redacted]
Contact Email: [redacted]
To Whom it May Concern:
The accident occurred on Thursday June 25, 2015 and Morgan called in the claim to us. She...

stated she needed a rental. She was advised she does not have rental on her policy and we could not approve a rental under the other person's policy until we completed an investigation. We advised Morgan that the person operating the other person's vehicle was not listed on the policy and we needed to confirm permissive use and the facts of the loss before we could guarantee payment for her damages and rental. She was advised if she did get in a rental we would reimburse her once we confirm the other party is at fault and coverage was ok. On Monday June 29, the investigation was completed and we advised Morgan we have found the other person to be liable for the accident. On June 30, she came to the office and received payment of $3,321.09 for her vehicle damage and $732.42 for rental advancement.
Thank you for your consideration of our response. If you have any further questions, please call me at (480) 730-0026 ext 5136 between the hours of 8:00am and 4:00pm Monday through Friday.
Sincerely,
Julie [redacted]
Claims Supervisor
Safeway Insurance Company

Initial Business Response /* (1000, 5, 2015/08/06) */
Contact Name and Title: Julie [redacted], Supervisor
Contact Phone: [redacted]
Contact Email: j[redacted]@safewayins.com
August 6, 2015
Revdex.com
330 N. Wabash Avenue
Suite 3120
Chicago, IL 60611
RE:
Claimant: ...

Angela [redacted]
Revdex.com Case Number: [redacted]
Insured: Pablo [redacted]
Our Claim Number: [redacted]
To Whom It May Concern:
This claim was reported on June 9th, 2015 as a three car rear end collision. On June 10th a telephone message was left for the owner of the claimant vehicle, Rina [redacted], who is the mother-in-law of Angela [redacted]. The adjuster called again on June 18th, after not receiving a return call; however the telephone rang and then disconnected without being able to leave a message. The adjuster mailed contact letters to both Rina and Angela. The adjuster also requested the inspection of Rina [redacted]'s vehicle on this date.
On June 23rd the adjuster received a voicemail message from Angela advising that she was not injured. Rina's vehicle was also inspected and deemed a total loss with a value over $11,000.00 on June 23rd. On June 29th, the adjuster called the carrier for the other vehicle involved and the carrier confirmed their insured damages were over $8,000.00. The adjuster called Angela and left a voice mail message advising that the vehicle was a total loss and suggested to go through their carrier as the damages from both claimant vehicles will exceed our insured's policy limit and we cannot pay at this time. On June 29th, I received a call from Angela and she stated she is unable to use her insurance as she has a coverage issue on her policy. I explained the property damage limits issue and that we will not be able to pay the full amount of her vehicle.
On July 6th, Angela called the adjuster and advised her that her insurance carrier denied her claim due to her not having a valid driver's license at the time of the accident. The adjuster explained that we are waiting on the other carrier's subrogation demand, so that we can prorate the damages and let both her and the other insurance company know the amount we can pay. On July 13th, the adjuster returned a call to Angela in which she advised that we still have not received the damage from the other person's insurance company.
We received the subrogation from the insurance carrier, and reviewed the damage on July 30th. On July 31st, Angela was advised that the combined property damage is in excess of the insured's limit, so the claims will need to be prorated. She was also told that we are confirming the out of pocket expenses for the other claimant. The out of pocket expenses were confirmed on August 4th and a letter was sent to Rina outlining the distribution of the policy limit and her portion of the settlement. On August 6th, the adjuster called Angela and left a voice mail message advising of the offer letter being mailed to Rina. Upon receipt of the releases, we will secure a Letter of Guarantee and a copy of the salvage title from Rina's lien holder to process payment.
Thank you for consideration of our response. If you have further questions, please call me at ([redacted]) [redacted] between the hours of 8:00am and 4:00pm, Monday through Friday.
Sincerely,
Julie [redacted]
Claims Supervisor
Safeway Insurance Company

Ms [redacted] was insured with Safeway through an independent agent until her policy expired on February 4, 2016.  A renewal offer was made and sent to her in December 2015 advising her to contact her agent. When Ms [redacted] contacted Safeway on 2/17/16 and stated that she wanted to renew her...

Safeway policy she was advised that she must contact her agent in order to do so.  She then advised that she had not been able to get in touch with her agent.  Since her policy had expired, Safeway advised her that she may still renew her Safeway policy with a different agency if she’d like and proceeded to give her a referral to two agencies close to her home.  Since speaking with Ms [redacted] yesterday, Safeway continued to try to reach her agent. Today, Safeway learned that her agent has passed away.  We have attempted to contact Ms [redacted] to relay this information and to offer more options however we have not yet heard back from her.    At this time, we are not aware of a request for any type of letter concerning the loss that occurred on 4/27/2014. Please be advised, Ms [redacted]’ current status has no bearing on the claim previously mentioned.

In review of this claim, we have received no documentation supporting that the transmission problems of Mr. [redacted] 2006 [redacted] are related to this rear end collision. Mr. [redacted] vehicle sustained $501.58 in damage and there was no damage to our insured’s vehicle. His vehicle was drivable...

from the scene of the accident and for several days thereafter. In addition, the vehicle has 126,158 miles.  We understand that Mr. [redacted] believes that the transmission problems are related to this accident. However, we have advised Mr. [redacted] that the only way to confirm if the transmission damage is related to this loss is to have the transmission torn down and the gears tested. His mechanic confirmed that testing the gears will reveal whether they were broken as a result of this loss or worn out as a result of wear and tear. We explained to Mr. [redacted] that if the transmission damage is the result of this accident, we will pay for the repairs to the transmission, the tear down and the associated rental. In regards to the damage to the rear of his vehicle, the repairs should take no longer than two days. We are more than happy to reimburse Mr. [redacted] for the two days of rental should he choose to have the damages repaired.

Revdex.com:
I...

have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Andre L[redacted] will accept Safeway insurance company issuing me another check for my damages to my car, however if I don't receive this new check in the mail by the end of this week or the first of next week I will be taking legal action against Safeway insurance company for negligence and not being in good faith practice business. Please have them to let the Revdex.com and myself know what the check number will be and the amount and my eta of getting the check so I can have my car repaired. Thanks

Safeway Insurance has not had to opportunity to inspect Ms. [redacted] vehicle.  An appraiser has been assigned to inspect and evaluate the damage.  Once we receive the photos and estimate of damage we will contact Ms. [redacted] for settlement.  We have advised the complainant...

accordingly.

To whom it may concern,
My name is Yvette [redacted]
I am writing this letter as a result of a very terrible and unacceptable experience with your claims department, specifically with several of individuals employed by Safeway at the Monrovia office located at 222 Huntington Drive Monrovia, CA Phone: (XXX) XXX-XXXX. I am going great lengths to inform the highest members at Safeway about this very unfortunate interaction I have had with the individuals that represent your company. The following information is in regards to claim # XXXXXX.
On 2/2/2015 I was involved in a traffic accident on the highway. I was rear ended and hit by a vehicle whom the driver was insured by Safeway. CHP was called to scene and took a report of the accident (Report NCIC # [redacted] Shortly after I contacted my insurance as well as Safeway officials to report the accident.
Between 2/2, and 2/4 I did not hear any information from Safeway. On 2/4 I called and spoke to a operator who informed me that the claim was assigned to a Cecilia [redacted] who would need to set up the appraisal of the car and should call me that day 2/4. At the conclusion of the call the operator agreed to set up the appraisal herself, and stated she would request for my car to be appraised by a field appraiser in 2 to 4 days. At that time I was told I would be contacted by field appraiser.
On 2/5/2015 Alan Rodriguez contacted by and confirmed he was coming to see the vehicle. 2/5/2015 I receive an emailed copy of the appraisal done by Alan ([redacted]@safewayins.com). In the body of the email the following was written “CALL XXX-XXX-XXXX TO CONFIRM COVERAGE AND BEFORE ANY REPAIRS ARE STARTED THRU SAFEWAY INS.” ( I have saved this correspondence)

As directed I called that number immediately after receiving email on 2/5/2015. My call was to obtain a go ahead to take my car to a shop for repairs and confirm coverage as soon as possible. The call was not answered I left a message for the adjuster assigned to claim Cecilia [redacted] (XXX)XXX-XXXX. Again on 2/6/2015 I called her office twice and did not hear any response. Finally I decided to ask for a supervisor since I had not made any contact with her, I did not want to wait two more days (weekend) to hear from her. I left voicemail at the desk of supervisor [redacted] Diaz, no response from Mr. Diaz that day or thereafter.

On Monday 2/9/2015 at 3:15 pm I received a call from Cecilia [redacted] and she mentions nothing about not returning my calls or contacting me over the past week. She stated that she was calling to confirm coverage with me and provide me with the next steps. She confirmed and instructed me I could take my vehicle to a shop of my choice today 2/9/2015, she stated that the car may require more work once the shop tears down my vehicle. She instructed me to call her first to clear additional cost , in the event that had happened. I agreed. She stated that I could also be reimbursed for an equal vehicle from enterprise. I clarified by asking price. She stated Safeway will reimburse me $28 a day plus tax for a reasonable time while car is fixed. She defined reasonable as 2 and a half weeks according to the estimate done by Alan Rodriguez. She asked for copy of registration to send the payment to owner of vehicle ( my mom), and said she would send the check for payment to me shortly. I faxed the registration to her same day.

Then next day, 2/10/2015 at 6:45am I dropped my vehicle off a Snyder auto body and proceeded to rent a vehicle from the local enterprise for the confirmed daily rate reimbursable. Later that day approximately 1:00pm I received a call while I am at work from Cecilia. Upon answering her call she states “ [redacted] I made a mistake and overlooked something’s, our insured has liability only and can only payout 5,000 on this claim total” she told me I should go through my insurance if the car was going to be more and that I was not going to get reimbursed for a rental anymore.
I contacted Snyder that day at 3:30 pm when I left work. They had already began dismantling and tearing down vehicle (vehicle was no longer drivable). My vehicle was torn down and the shop quote was for $6,000.
In order to not accrue more charges for a rental I went back to enterprise and returned my rental car on 2/11 I was charged $31 for the day of which I paid out of pocket.
On 2/11 I called my insurance and told them the situation they stated that they could not cover me at that particular shop where my care and wanted me to take vehicle elsewhere. I was advised that I would have to pay for the shop storage fees for that past three days, plus my deductible and if I left it there I would be also charged 25 percent of the 6,000, I was not able to come up with this # immediately.

On 2/XXXXXX, I begin to make attempts to call Cecilia to see if she could honor the agreement we made so I could not come out of pocket for the 1,000 difference for cost f fixing the vehicle seeing as how she gave me confirmation to begin repairs. She didn’t answer calls at any time on 2/11. On 2/12 I called the main office at Monrovia and spoke to operator, I asked to speak to [redacted] her manager, and [redacted] also did not answer. I explained the situation to the person on the line they stated “well don’t know the situation or what’s going on” placed me on hold. Moments later Cecilia [redacted] came to the phone. She answered abruptly and I explained to her the cost I have now accrued at the shop as a result of following her instructions and that she had confirmed I could do so, I was also out of a rental car and needed a car to get to work. She became very argumentative, and continued to repeat “bottom line your only getting 5,000, that’s just the way it is” I explained that she had made a very costly mistake and that I was going to be held financially responsible for it, how could she help” she said “that not my problem its yours”, “bottom line your only getting 5,000” over and over she would not let me speak and or ask her questions as to what else I can do. She also said “ o well people make mistakes I made a mistake the bottom line is we aren’t going to pay for your car over 5,000” I asked politely to speak to supervisor and she said he’s busy, I said please Cecilia can you transfer my call to him please, she kept talking over me loudly and said “ ok so that’s that, and goodbye “ over and over when I asked to talk to him then she hung up on me.

I called the main line back in tears of frustration and asked for Jesus [redacted] and briefly explained that Cecilia was not willing to communicate with me to resolve my concerns. The individual who answered said “he’s busy right now, he helping other people”. I asked for his voicemail. I left a message.

Later at 12:40pm [redacted] called me, I gave him a detail account of what happened with Cecelia, the terrible customer service and unprofessionalism as well as the initial issue of her confirming coverage and then later saying she made a mistake.
[redacted] response was “the bottom line here is that we don’t have enough money to pay you, we can only pay 5,000 on this claim” I explained that this was an issue of negligence and principal, and that a representative of his company made an error that now had cost me a great deal of money as well as immense stress. Jesus [redacted] never addressed the way I was treated by Cecelia at all.
He said the same line once again. I asked for his supervisor, he provided me with the name Mike [redacted] and gave me a number. I called the claim manager, Mike [redacted] (XXX)XXX-XXXX at 1:00pm 2/12 he did not answer. I left a voicemail, Mike Clearman never returned the call.
My mom the owner of car called Mike [redacted] that afternoon 2/12/15. The following conversation was had, my mom asked if he was Jesus [redacted] supervisor, to which he responded with laughter “well I am many things to him”

My mom then stated, I want to inform you of an issue of poor customer service from your employees, he said “ what’s your claim number” my mom stated I don’t have it with me but I am calling to make a complaint about the way we have been treated by the staff handling our claim. He said: “get your claim number and I’ll talk to you” and hung up on my mom.

We are both completely in disbelief that this type of behavior and service is provided to people by this company. I have filed a complaint with the Revdex.com Complaint ID#: XXXXXX
Business Name: Safeway Insurance Co. regarding this matter. I am extremely concerned about the service this company is provided and how it is acceptable to treat customers with disrespect, unprofessional language and communication. Furthermore, the error made by the employee has cost me $1,000 to an accident I was found not at fault. I have been kind, more than patient and cooperative with this company since the accident and have been misinformed, disrespected, laughed at , ignored, and mislead, causing me a great deal of loss and stress.
At this time I have not received any contact from Cecelia I am trying to contact her to sign a form so she can issue payment for the car. I will be forced to pay the remaining balance on my vehicle and that is what am requesting that Safeway honor the agreement made by an official from Safeway and reimburse me my out of pocket cost.



.



XXXXXXXXXX



Our commitment to you
Second, we promise you a helpful advisor, who will take care of your insurance claim quickly and in a friendly manner

Initial Business Response /* (1000, 5, 2015/07/06) */
Contact Name and Title: Julie [redacted], Claims Super
Contact Phone: [redacted]
Contact Email: [redacted]
To Whom it May Concern:
The accident occurred on Thursday June 25, 2015 and Morgan called in the claim to...

us. She stated she needed a rental. She was advised she does not have rental on her policy and we could not approve a rental under the other person's policy until we completed an investigation. We advised Morgan that the person operating the other person's vehicle was not listed on the policy and we needed to confirm permissive use and the facts of the loss before we could guarantee payment for her damages and rental. She was advised if she did get in a rental we would reimburse her once we confirm the other party is at fault and coverage was ok. On Monday June 29, the investigation was completed and we advised Morgan we have found the other person to be liable for the accident. On June 30, she came to the office and received payment of $3,321.09 for her vehicle damage and $732.42 for rental advancement.
Thank you for your consideration of our response. If you have any further questions, please call me at (480) 730-0026 ext 5136 between the hours of 8:00am and 4:00pm Monday through Friday.
Sincerely,
Julie [redacted]
Claims Supervisor
Safeway Insurance Company

Initial Business Response /* (1000, 5, 2014/04/03) */
Contact Name and Title: [redacted] Cl Manager
Contact Phone: XXX-XXX-XXXX
Please be advised that Safeway Insurance utilizes and independent vehicle valuation service called [redacted] establish the fair market value of...

a total loss vehicle. [redacted] uses vehicles comparable in year, make and model within the specified market area, expanding as necessary, to determine the loss vehicle's local market value. This valuation includes a representative sample of the vehicles used to calculate the typical starting price. The market search originates from the zip code of the owner's principally garaged area. [redacted] located 34, 2001 Honda CR-V vehicles which were used to determine the typical vehicle price. The total condition adjusted market value of the vehicle was $5,505. Due to the [redacted] "comparative negligence" law, and failure to maintain a proper lookout, we reduced the offer by 25% or $1,220. We also permitted the consumer to keep the vehicle and salvage and thusly reduced the offer by $625 due to the loss of salvage. Our final offer was $3,660 with the consumer keeping the salvage.
Regarding the towing and storage, the consumer's vehicle was originally in front of there house. We warned them that coverage and liability for this claim was pending, and that they should secure the vehicle, and if moved, moved to a storage free facility. The consumer had it towed to a facility that charged storage and tow fees. We feel we are not responsible for these fees.
Please be advised that we stand by our offer of $3,660 with the consumer keeping the salvage.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] valuing my vehicle they complared it to a high mileage or that is not existing. My car drivable and no problem. Also I trust [redacted] I am sure my 2001 Honda CRV EX worth $7,500. The settlement offer $3,660 not enough for me purchase back same year car from dealer today. I am not accept Safeway Insurance Settlement offer.
Final Business Response /* (4000, 9, 2014/04/07) */
Please be advised that Safeway Insurance does not use [redacted] to determine value of total loss vehicles. We are not aware of any insurance carrier that does use [redacted] for such purpose.
With regards to the comment about Safeway Insurance comparing the vehicle to vehicles with higher mileage, please note that our total loss evaluation does take into consideration addition for low miles in the amount of $395.00.
However, in the spirit of compromise, we are willing to not deduct for comparative negligence, which brings the total settlement amount to 4,880.00. This is our FINAL offer.
Please let us know if this message is accepted.
Thank you.
Angie K.
Final Consumer Response /* (2000, 11, 2014/04/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I would like to accept the offer of $4880.00 and keep the car for salvage. Please process the paperwork.

Initial Business Response /* (1000, 5, 2015/08/27) */
Contact Name and Title: [redacted] VP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@safewayins.com
The $400.00 refund has been returned to Ms. [redacted]'s credit card.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
AS of this date Sept 1, 2015 NO REFUND WAS ISSUED.
I SPOKE TO MS [redacted] ON SEPT 30TH TO TELL HER REFUND HAS NOT BEEN ISSUED.
THAT MY CREDIT CARD SHOWS NO REFUND OR PENDING REFUND.
AGAIN WHERE IS THE REFUND?
Final Business Response /* (4000, 9, 2015/09/09) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@safewayins.com
I spoke to Mrs. [redacted] this afternoon and she said the $400 refund did get posted her her credit card last week.
We hope this information will allow you to close your file.

This letter is in response to the Complaint filed by Ms. Jeanne Patricia [redacted] and received in our office on January 5, 2017....


 
After reviewing the complaint details and the file, I called Ms.[redacted] and discussed the matter with her.  She indicated that they were confused as to why her son, Bobby [redacted], incurred a rental bill of $1,102.12 and he received a check for $608.50, which was not the entire amount of the bill.  I advised her; normally Safeway Insurance Company does not pay for additional optional insurance the rental companies sell when a consumer rents a vehicle. I advised her after reviewing the file, her son, Bobby, was not informed of this prior to renting the vehicle. I apologized for the misunderstanding and told her that we are mailing out an additional check for $493.62, which is the balance of the rental bill.  I also asked her about the unreturned phone calls, as I would like to look into this as this is not a usual business practice of Safeway Insurance. I told her the file handler, Erik [redacted], returned a call to her son, Bobby, on 1/4/2016 at 2:23 PM Mountain time. She was not aware of the return call and stated it was just the one call that she was referring to. She had no other questions or concerns regarding her son, Bobby [redacted]’s, claim.

Initial Business Response /* (1000, 5, 2014/08/15) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@safewayins.com
Safeway Insurance has rescinded [redacted]'s policy due to a misrepresentation of the policy application.
The policy...

application signed by [redacted] stated,
"Applicant warrants that there are no drivers in the household or other regular drivers other than those listed below and that no driver's license of any person in the household or of any regular driver is under suspension, revocation, cancelled, or expired at the time of the application".
Mr. [redacted] failed to disclose that his driver's license was suspended on April 24, 2014, the date of policy inception.
The application submitted also has the following provision:
"The applicant states that the application was read and attests that all answers are truthful and that said answers were made as an inducement to the insurance company to issue a policy, and it is a special condition of this policy that the policy shall be NULL and VOID and of no benefit or effect whatsoever as to any claim arising thereunder in the event that the attestations or statements in this application shall prove to be false or fraudulent in nature. It is understood that a copy of this application shall be attached to and form a part of the policy of insurance when issued and that it is intended that the company shall rely on the contents of this application in issuing any policy of insurance or renewal thereof".
Safeway Insurance Company accepted the application in reliance on the truth and accuracy of the matters stated in the application by the applicant. The fact that [redacted]'s driver's license was suspended at the time of the application was a misrepresentation that would affect the acceptance or rating of this risk by the Company and therefore the policy is null and void and there is no coverage for the accident of August 8, 2014.

Mr. _______, I did respond to your questions after receiving your email on 10/3/17. I'm sorry about the confusion with the service you requested since you couldn't get the installer of the rolled roofing to respond initially.We did speak and you thought you would also have a plumber meet with our...

men about possibly fixing or putting a pipe up through the roof due to the leaking. The plumber never showed up. You also said that the low sloping roof along the brick wall was also leaking. This area is roll roofing that is surface nailed and is at the end of its service life. I understood you needed an immediate repair and also a roof replacement estimate which we have not provided.Our Foreman also spoke with the tenant in the house and she also pointed out the leaks. Our two men did apply sealant to quite a few exposed nail heads etc. along this wall. When completed no plumber showed so they left. We do not, nor have we ever owned a Ford Aero Star van and none of our employees have owned a Aero Star van. Our employees will always be in a marked company vehicle with our name, phone number and logo.  Please disregard the invoice if you truly feel it is incorrect and see the attached pictures of the condition of your roof. Thank you,

A stop pay has been placed on the original check and a new check has been requested and will be mailed to [redacted] Alabama 36560.

Initial Business Response /* (1000, 5, 2015/07/09) */
Contact Name and Title: Safeway [redacted] Claims
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@safewayins.com
This matter is subject to the laws and regulations of the State of California, and any complaints should be handled by the...

California Department of Insurance.

RE:
           
size="3">Our Claim Number:     [redacted]
            Date of Loss:              07/13/16
            Our Insured:               Melissa [redacted]
            Type of Loss:              Theft
            Your File Number:       [redacted]
 
 
To Whom It May Concern:
 
This loss occurred on or about 07/13/16. The named insured Melissa reported the loss on the same date at 9:42 am.  It was reported that the vehicle was parked in front of the home when stolen. 
 
An attempt was made to contact the insured on 07/13/16 at [redacted]-[redacted]-[redacted] at 12:28 pm where the phone did not ring and went into a rapid busy signal.  The named insured called in 07/18/16 and was explained that we needed a recorded statement from the party who was last driving the vehicle.  It was found that Lauren [redacted] was the last driver prior to the theft.  It was also explained that we will need the theft affidavit filled out and returned with the detailed theft report. 
 
On 07/18/16 a call was placed to Lauren [redacted] and a message was left asking for a return call.  Lauren was called again on 08/20/16 and another message was left for her to return the call.  Melissa [redacted] called on 07/26/16 and left, message asking for a return call.  Her call was returned and a message was left that her call was returned at 8:33 am.  The same day Melissa called @ 129 pm advising the car was recovered and provided the location of the vehicle.  Advised I would tow the vehicle for her and to please have Lauren call us back as we still need to talk to her, the theft affidavit, the detailed theft report, and now the detailed recovery report.
 
On 07/28/16 Melissa left a message asking for status.  Her call was returned and a message was left at 9:50 am advising we need the theft affidavit, detailed theft report and detailed recovery report, and to speak to Lauren.
 
On 08/17/16 a status letter was sent to Melissa advising what is pending in order to settle her claim.  Later that day the theft affidavit was received and documented.  Returned a call to
Melissa on 08/25/16 the message that came up as a return call was attempted was “Call cannot be completed as dialed, please try again later.”  Another call was placed to Melissa on 08/29/16 and a voicemail was left advising we are still waiting to speak to Lauren, the detailed theft report and detailed recovery report. 
 
Lauren called us on 09/01/16 at 7:33 am where the recorded statement was taken from her.  Lauren was advised we still need the detailed theft and recovery reports. 
 
Once Safeway receive the proper paperwork it will be reviewed for repair.  The vehicle is not a total loss. 
 
Thank You,
 
Joanna [redacted]
Safeway Insurance
[redacted]-[redacted]-[redacted]

This letter is in response to the Complaint filed by Ms. Jeanne Patricia [redacted] and received in our office on January 5, 2017.   After reviewing the complaint details and the file, I called Ms.[redacted] and discussed the matter with her.  She indicated that they were confused as to why her...

son, Bobby [redacted], incurred a rental bill of $1,102.12 and he received a check for $608.50, which was not the entire amount of the bill.  I advised her; normally Safeway Insurance Company does not pay for additional optional insurance the rental companies sell when a consumer rents a vehicle. I advised her after reviewing the file, her son, Bobby, was not informed of this prior to renting the vehicle. I apologized for the misunderstanding and told her that we are mailing out an additional check for $493.62, which is the balance of the rental bill.  I also asked her about the unreturned phone calls, as I would like to look into this as this is not a usual business practice of Safeway Insurance. I told her the file handler, Erik [redacted], returned a call to her son, Bobby, on 1/4/2016 at 2:23 PM Mountain time. She was not aware of the return call and stated it was just the one call that she was referring to. She had no other questions or concerns regarding her son, Bobby [redacted]’s, claim.

The claim number for this claim is [redacted]  Please refer to the claim number on all corospondences.Our investigation into the claim suggests you and/or your wife are involved in this matter.  You have been working with our subrogation department to resolve this isssue but it is...

not as of yet resolved one way or the other.  The issue clearly does not involve idenity theft. Please continue working with us to resolve this matter. Safeway Insurance Company[redacted]