ComplaintsforFreeway Insurance

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid 459 for full coverage on new vehicle they canceled me saying I had to pay another payment but never called or emailed or took responsibility for mistake I am just finding out that I have been driving with no insurance since that first day I made a payment now they left me and kids with out money or insurance and I use my vehicle for kemo therapy

  

  Business response

  04/18/2024

  Were sorry to hear about your recent experience with our company. Reviewing the account, on 3/01/**************************** contacted our producer to remove the vehicle 2011 **************** and replaced it for a 2012 GMC Terrain SLE. The endorsement down payment was $450. Insured was verbally advised that the payment made for $450 was exclusively for the change. The due dates were every 21st of each month and the insured was already late in payments. Prior to the change made on 3/01/2024, the last payment insured made was on 2/03/2024 for the month of January (since she was behind one month). The due date for February was 2/21/2024 and the insured had 15 days to make the payment and avoid the cancellation. This is not the first change the insured made to her policy and previously she was also advised that the payment she was making was for the change only. As a gesture of good faith, we are offering a new policy with no service fee (insured would pay only what the finance company would request). We trust the information is responsive to your inquiry. However, if you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Freeway Insurance is forcing its agents in OR ** and elsewhere to offer Nations Safe Driver (NSD) products to customer with down payment for auto ********************** as NSD has no support of any kind for customers or agents and has the lowest ****** reviews possible. I bought this product myself as benefit from Freeway Insurance myself.

  

  Business response

  03/28/2024

  Were really sorry to hear about his experience with our company. We attempted to resolve the matter with our employee and training was provided however, he was not satisfied. However, if he has any further questions, please do not hesitate to contact us at ************.

  Customer response

  03/28/2024

  Response I received from Freeway Insurance is absolutely unacceptable. I addressed the issue several times for 6 months talking to several district managers, regional manager and market manager. We had no trainings on the products from NSD. I was not been able to reach out to anyone from NSD(as vendor) over the phone , website or email even as a customer myself. Several times I had customers called me complaining that they were charged for the service they were not aware of. In addition , NSD has very bad ****** reviews from employees and customers . 

  ********************************************************

  **********************************************************

  

  Business response

  04/17/2024

  While it is always disappointing to learn that we have fallen short in meeting expectations. We attempted to resolve the matter with our employee and training was provided however, he was not satisfied. We are sorry he felt that way but we appreciated the time he was working with us. However, if you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I explained to the insurance agent I needed insurance for less than one month, to cover my new car until my other policy kicked in two weeks later. He sold me a policy for $706, plus an additional $150 billed four weeks later. At the time I purchased it he said I could cancel at any time and would receive a pro-rated refund, as this policy was for a 6 month period. He sent me about 50 pages of documents I had to sign over the computer in about 3 minutes. If there was a "no refund" clause it was hidden in the materials I signed and at NO TIME did he tell me this was non-refundable. I canceled 2 weeks later after purchase, as I had planned. I only received $120 back as a refund, I was told the entire rest of the downpayment was "unrefundable. So, $730 for two weeks of insurance. Had I known this going in I would NEVER have purchased it and this was a deceptive sale!!!!! I have ALL bank records on file.

  

  Business response

  03/21/2024

  Were really sorry to hear about your recent experience with our company. **************** is highly important for us. Reviewing the account, on February 03, 2024, *********************** "the insured", applied for car insurance through our agency, Freeway Insurance, with Foremost Bristol West Insurance. The total down payment was $706.05 of which $501.05 was submitted to Foremost. The fully disclosed broker fee was $150. In addition,there was a $40 documentation fee and a $15 split payment fee since the down payment was split in two. The insured agreed and electronically signed the documentation thereby agreeing to the terms. The insured paid $556.05 in front and there was an authorized remaining balance for $150 to be charged to his account on or after 2/17/2024. On 2/22/2024 the insured called one of our local branches requesting to cancel. Policy cancelled on 2/22/2024 per insureds request. The carrier issued a refund for $122.87 since she was insured from 2/03/2024 to 2/22/2024. As gesture of good faith and due to the negative experience, the agency offered a refund for $200 that is equal to the broker fee we charged plus the cancellation fee of $50 that the carrier charged her. The refund is going back to the same payment method the insured used at the inception (if the card is no longer active our system will automatically send a check). We trust the information is responsive to your inquiry. However, if you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a car insurance business and I am aware this is a third party kind of business, however they simply had one job and they failed to do so.The month of February, my car insurance was due. I didnt know the deadline so I called STRAND ( the finance company this is through ) and asked the deadline. They told me I had until February 27th, 2024, to make a payment. I made the payment on February 24th, and have the bank statement and the payment receipt to prove it. It is now March 6th, and I was calling to make an early payment for this month and that is when they told me that the policy had canceled. I was very confused on why it canceled because I paid before the due date, and had the receipts to prove it. They then told me to call STRAND again, I did that and they said that they didnt receive my payment from the agent so it was nothing they could do. I called Freeway back and they told me that whoever took my payment didnt upload it and caused the policy to cancel. I then spoke to a manager who offered to give me a call back once they figured it out.They called back, and claimed I needed to pay $127 to get the policy back started, which didnt make any sense. The person I spoke to offered a manager and they said they would call me when available.They did not do so, so not only was I charged $304.05 for a policy that canceled because it wasnt submitted by the agent, it is now counting as a lapse and I do not have insurance. And I have to go to the *** to pay them.I made the payment on time, so the policy shouldnt have canceled and it shouldnt be counted as a lapse. I called another company, as I did not hear back from this specific place for awhile.The only thing that I could do was start a new policy, and they couldnt do anything for me even though it was a HUGE error on their side. I would like the lapse removed off of my insurance record, and a full refund.

  

  Business response

  03/28/2024

  Were really sorry to hear about your recent experience with our company. **************** is highly important for us. The previous policy was cancelled on 02/23/24 by the finance company Strand due to non-payment. The insured called our office and made a payment the very next day on 02/24/2024. The payment was never posted to *************** The insured received notices that if payment wasnt made by the date of 02/23/24, the policy would cancel and then the insured called our offices the policy was already lapsed. We used the payment for the down payment with a new policy. We trust the information is responsive to your inquiry. However, if you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I spoke with ********************* who is a broker agent for freeway insurance on February 9, 2024 regarding full coverage insurance for my vehicle. When discussing about coverage ***** explained to me that at the time I was not able to get full coverage for my vehicle but i can get liability coverage due to the reasoning that California was not allowing any insurance companies to provide full coverage to anyone and that the only thing California law requires is liability. ***** also explained that in 2 weeks after I start my coverage he would reach back out to me to change my policy from liability to full coverage because then California will allow me full coverage. After the 2 weeks I called his office and he avoided having any kind of communication with me. When I attempted to see if they would change my coverage by another broker agent I was told by that broker agent and her supervisor that I would have to pay a fee to upgrade it. His initial contact was very friendly and considerable which I really liked. However, the lack of response from him after my policy was issued has been non-existent and at this point very poor customer service. I have emailed him and no response I was also told by anotheragent that they would email him and his supervisor but they all have failed to reach back out to me. When I asked for a supervisor to speak to I got no response which is very concerning. In the last few days I have received several phone calls from your collections department asking me for the rest of my payment and when asked if they can correct my policy i was told by ********************************** that it was my own fault because i didn't read my contract. As I informed the caller, I am not comfortable making a second payment if I have not gotten a call or response from ********************* regarding my policy. I hope they can also inform all there employees if there calls are recorded and monitored for training purposes or if that is false information when given to thecallers.This was not the type of service I expected when I signed up with Freeway insurance. I hope I get a resolution on this matter as soon as possible. At this point I think my best option would be to cancel my policy and find a new insurance carrier. After paying $149.13

  

  Business response

  03/21/2024

  Thank you for taking the time to provide your feedback. While it is always disappointing to learn that we have fallen short in meeting our customers expectations, the information and feedback are critical to us in achieving our long-standing commitment to our customers. ************** returned our call on 3/12/2024 to inquire about a voice mail saying he was going to receive a refund. One of our CS representatives transferred the call to a Supervisor and, at first, he was advised we were trying to verify more information about the complaint he filed. Insured mentioned he waited for the call of our producer but he was never contacted back. Insurance said the producer told him he was not able to get comprehensive and collision the same day of the inception but until a week after. ************** never received a call and stated he was disappointed on the lack of follow up from our agents. Insured requested to cancel the policy and it cancelled effective 3/12/2024 as requested. Due to the misunderstanding and the negative experience, we offered a refund for $180 back to the same payment method the insured used at the inception (if the card is no longer active our system will automatically send a check). The refund for $180 represents the agency fees we collected at the inception. We trust the information is responsive to your inquiry. However, if you have any further questions, please do not hesitate to contact us at ************.

  Customer response

  03/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I also would like if the business would start to take responsibility in there part instead of blaming the customer when it come to having the opportunity to cancel before the 30 days. Also hold there staff accountable for their mistakes.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 9 2024, I contacted freeway insurance via phone to add windshield protection to my insurance, I made a $65 payment and told the service would be for six months. After I hung up with the representative, I viewed the policy and didnt like the terms because it doesnt cover the entire windshield so I called back and spoke with another representative on January 9, 2024 both reps from ********** ** locations, I requested to cancel the windshield coverage, she advised it was canceled and I would receive a refund from the coverage provider not freeway insurance, I contacted coverage provider thats on my policy and they advised they dont do refund it has to come from my insurance company freeway insurance. I have contacted freeway insurance weekly since January speaking with different agents in AL via phone and different people telling me theyre not sure what i do next. February 6, 2024 I went to a Mobile, ** physical location and I was told that she didnt see the policy, but would escalate the issue. I called freeway insurance on February 6, 2024 and spoke with and agent in **********, ** office and she told me she would email her district manager, she told me to send her a copy of a bank statement where I made the payment so I sent the receipt from freeway insurance, screenshot of my bank transaction and the policy. The policy stated you can cancel within 30 days and receive a full refund. I canceled the same day. I still havent heard anything from anyone doing an escalation. I have contacted freeway over five times requesting assistance on my refund and no one seems to know how to help.

  

  Business response

  02/27/2024

  While it is always disappointing to learn that we have fallen short in meeting our customers expectations, the feedback is critical to us in achieving our long-standing commitment to our customers. We have contacted ****************** and advised that the WINDSHIELD REPAIR product was cancelled and that the refund for $65 is going back to the same payment method he used. The refund can take up to 10 business days to be reflected on his account. Should the customer want to discuss this issue further we welcome her to call our office at **************.

  Customer response

  02/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **********************
  
   
  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 6th 2023 I went though freeway insurance company and they connected me with integon national insurance company on September 29th 2023 I done a plate transfer to a *** and wanted the ********** removed in January I received documentation from integon with both vehicles listed when I went in person to freeway to get it fix the agent was unprofessional and nothing has been done Im paying ****** for two vehicles when I only have one freeway is blaming integon and integon blaming freeway but nothing is being done and I feel like Im being robbed

  

  Business response

  02/27/2024

  While it is always disappointing to learn that we have fallen short in meeting our customers expectations, the feedback is critical to us in achieving our long-standing commitment to our customers Reviewing the account, back in September 2023 the insured requested to add a 2013 Kia ******* LX that she was trying to obtain, and the notes indicates that the customer mentioned her wishes to add leave the 2007 ********** because she didn't know when she was going to have receive the new vehicle 2013 **** Our licensed agent mentioned the customer came back to the office on 10/03/2023 requesting to remove the 2007 ********** but that they didn't have records of the insured calling or visiting the office prior to 10/03/2023 to remove the vehicle **********, until 10/03/2023. The change was processed effective as requested and the only vehicle on the policy since 10/03/2023 has been the 2013 Kia *******. The billing was adjusted since the change was processed. We trust the information is responsive to your inquiry. However, if you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Avoid this dubious company at all costs. They operate like a chop shop, siphoning your money through hidden fees and contracts. Don't count on reaching the original agent who set up your insurance; they're only interested in new sales. Even if you're dissatisfied with their service, they'll still fleece you. Canceling won't save you either; you'll lose the entire fee, no matter how soon after signing up. Plus, they bury you in additional charges like early cancellation fees.Here's my personal experience: Due to California's 15-day waiting period for auto insurance with major companies, I reluctantly went with Freeway. I was flying to ************* to buy a car in a few days. *****, an employee, assured me he'd be my go-to agent for any policy changes. But when I tried to make changes the next day, ***** was nowhere to be found. I was caught in an endless loop of phone transfers and excuses from under-staffed phone lines. Apparently, ***** was only allowed to handle sales calls, not customer service.After weeks of frustration, I was informed that I had to physically visit their office to cancela step I never even took to begin with. I demand reimbursement for the fees they unjustly charged me. I promptly switched to Progressive, who provided me with a quote on the spot. Take heed: avoid this company at all costs!

  

  Business response

  03/01/2024

  Thank you for taking the time to provide your feedback.While it is always disappointing to learn that we have fallen short in meeting our customers expectations, the information and feedback are critical to us in achieving our long-standing commitment to our customers. Reviewing the account,on January 18, 2024, ********************* "the insured", applied for car insurance through our agency, Freeway Insurance, with Bristol West. The total down payment was $514.09 of which $259.57 was submitted to Bristol West. The fully disclosed broker fee was $200. In addition, there was a $40 documentation fee and a $15 split payment fee since the down payment was split in two. The insured agreed and electronically signed the documentation thereby agreeing to the terms. The insured paid $314.07 in front and there was an authorized remaining balance for $200 to be charged to his account on or after February 01, 2024. On 2/06/2024 the insured visited our office requesting to cancel the policy. Our agent provided with the cancellation form and the cancellation was processed the same day as the insured requested. On 2/07/2024 the insured spoke with one of our CS Supervisors advising of his complaint about the lack of follow up of the initial agent who helped him with the insurance. Supervisor tried to explain the policy was cancelled as he requested and that the Insurance Company was going to send a refund check for $33.39 and that our agency, as gesture of good faith, removed the remaining $200 balance he had from the broker fee. Insured was covered from 1/18/2024 to 2/06/2024. Insured requested a full refund however he was explained that a full refund was not available due to him being covered for almost a month. Insured was advised he would be receiving the refund for $51.50 from the fees the agency collected at the inception. We trust the information is responsive to your inquiry. However,if you have any further questions, please do not hesitate to contact us at ************.

  Customer response

  03/01/2024

  That is not the case and pretty laughable.

  They also left out the antisemite word I was called by one of there "collection" agents and that I was offered all my money back if I would remove this complaint.  I refused of course.

   

  *********************

  

  Business response

  03/07/2024

  We are sorry for the inconvenience this might have caused to the insured. Reviewing notes and recordings, our representatives or Supervisors did not advise or ask the insured to close or remove the complain. At no time our agents advised the complaint would be closed after removing the balance due the insured had with **********. Subsequently, on March 04, 2024, our ********************* was in the process of approving the refund of $54.50 however, we received a chargeback debit from the Insureds credit card company for the initial payment of $314.07. **************** filed a dispute. We submitted documentation to the Insureds bank supporting the charge for the down payment. However if the dispute is not ratified, we will refund the Insured $54.50 for any agency fees collected. If the Insureds bank validates the dispute, the Insured will owe ********** a total of $259.57 for the amount submitted to the insurance company. If you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Refund for a policy that is invalid or forged. I was helping my mom get an insurance policy so contacted freeway. After speaking with the rep I advised that I found something cheaper but she had already taken funds of ****** from my card. Even without me agreeing to any policy or us signing any documents. I was told that the policy would be cancelled but it never was refunded and they are refusing to cancel the policy. I have been hung up on asked why I didn't want the policy then they want to speak with my mom which they've never talked to so why do they need her to return my funds that they took without my permit and started a policy without us signing any documents for the policy. Yes people need to be warned so this doesn't happen to others. You should not take any money until contract for policy is signed unless they are signing them illegally then that's a different issue.

  

  Business response

  02/27/2024

  Thank you for taking the time to provide your feedback. While it is always disappointing to learn that we have fallen short in meeting our customers expectations, the information and feedback are critical to us in achieving our long-standing commitment to our customers. We have contacted *********************** and advised that the car insurance policy was voided and that the refund for $171.50 was being processed. The refund is going back to the same payment method that the insured used at the inception. The refund can take up to 10 business days to be reflected on your account. Should the customer want to discuss this issue further we welcome her to call our office at **************. 

  Customer response

  02/27/2024

  I have reached out to customer service several times and have been told to wait 10 days since 1/31/2023. That time has lapsed and still yet to receive my money. They never contacted me I've always contacted them over 15 times.

  

  Business response

  03/18/2024

  While it is always disappointing to learn that we have fallen short in meeting our customers expectations, the feedback is critical to us in achieving our long-standing commitment to our customers. Reviewing the account, on January 31, 2024, *************************************** "the insured",applied for car insurance through our agency, Freeway Insurance, with Venture Insurance. On 2/05/2024 the insured contacted us to verify the status of her refund and she was transferred to one of our Supervisors. He helped the insured to void the policy since the agency didnt collect the signature on the application. The insurance company voided the policy effective 1/31/2024 and we were advised by the carrier that they would be reversing the funds $141.50 on 2/20/2024. The agency received the payment. On 2/27/2024 we received a notice from our bank that the card on file was no longer active and our accounting department issued a check that was mailed out to the address the insured provided. Our sincerely apologize for the delay on the process and for the inconvenience that his might have caused you. We trust the information is responsive to your inquiry. However, if you have any further questions, please do not hesitate to contact us at ************.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I worked with ***************************** from the ***************. office on 01/08/24 to insure my 3 vehicles. His initial contact was fast and very friendly which I really liked. However, the lack of response from him after my policy was issued has been non-existent and at this point very poor customer service in my opinion. I recently received the breakdown of my monthly payments and they are less than what he initially quoted me. When we spoke he indicated that you would call me on 1/15 to update my policy and provide me a copy of my coverages which he did not. I have emailed and text him several times with no response. I even asked for a supervisor to speak to and no response which is very concerning. In the last few days I have received several phone calls from your collections department asking me for a second payment which was due on 1/22. As I informed the caller, I am not comfortable making a second payment if I have not gotten a call or response from ****** regarding my policy. This was not the type of service I expected when I signed up with Freeway insurance. I hope I can have someone call me and get a resolution on this matter as soon as possible. At this point I think my best option would be to cancel my policy and find a new insurance carrier.

  

  Business response

  01/31/2024

  While it is always disappointing to learn that we have fallen short in meeting our customers expectations, the feedback is critical to us in achieving our long-standing commitment to our customers. We have contacted ************** and explained the breakdown of the down payment. We also quoted the comprehensive and collision coverage on her vehicle. However, we understood the disappointment due to the negative experience. ************* requested to cancel the policy effective 1/20/2024 due to duplicate coverage because she got a new policy through a different company. We processed the cancellation and advised the Carrier will issue a check refund for $93.44. We also advised that due to the inconvenience, we removed her account from collections since there was still a pending $200 of broker fee. We pride ourselves in offering the best service possible and appreciate your opinion so we may improve our process with our customer. 

*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. ↩