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Business Profile

Insurance Companies

Freeway Insurance
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Freeway Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see

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Freeway Insurance has 51 locations, listed below.

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    Customer Complaints Summary

    • 198 total complaints in the last 3 years.
    • 57 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/17/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 reject this response because Freeway Insurance brokered a policy underwritten by Bluefire Insurance.  This insurance has collected premiums over a period of time representing the legitimacy of the insurance company. However, this insurance has not fulfilled its obligation to its customers once a claim is made by ************************. ********************** should offer this company as an option to prospective customers with the knowledge of its fraudulent business practices.  I have filed a consumer complain with its escalations department and they have not followed up in holding Bluefire Accountable for its business practices.  I have also filed a complaint with **************** of Insurance because of misrepresentation on behalf of Freeway and Bluefire and is awaiting a response.  Freeway should be held accountable and liable for offering Bluefire as an option to its customers for the procurement of such policies. I reject this response and expect better from both companies. doing in *****, and awareness needs to be raised at the administrative and legislative levels.

      Business Response

      Date: 03/07/2025

      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. Please be advised that we were unable to locate an active account. Please be also advised that any claim information is only with the Insurance Company. Freeway is the agency and as such we don't handle claims. We trust the information is responsive to your inquiry.However, if you have any further questions, please do not hesitate to contact us at ************.

      Business Response

      Date: 04/01/2025

      Hello *****, we are sorry for this inconvenience. Please provide us with the policy number in order to locate your account and verify the information of your claim with Bluefire. The last account we have in our system is from 2019. We have also emailed you requesting more information. As agency we dont handle claims, but we can help you to verify if theres an update. If you have any further questions, please do not hesitate to contact us at ************.

      Customer Answer

      Date: 04/10/2025

      TXOP0044647-000

    • Initial Complaint

      Date:02/10/2025

      Type:Order Issues
      Status:
      Answered
      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.
      03/19/2024 I went in to the freeway insurance location to purchase an upgrade of my motorcycle insurance policy from liability to premium coverage which would include collision personal injury and uninsured/ motorist I had $3000 cash so I was sure to get the coverage I needed I paid $1354.00 for a six month policy.sense I had extra money I went ahead and purchased a second policy for another vehicle I have I was very clear about having the same coverage which was understood by the sales person that evening ****** ********* so I paid $1100.00 cash for that policy for a six month policy as well .so I felt safe to be riding my motorcycle I was not given any copys that evening for my upgrade or purchase I was told I would receive my copys via mail however this was not the case I received only one copys of policy for the vehicle coverage that I purchased new that day I did not receive my motorcycle policy or cards which I thought that because they are separate policy's I would receive them shortly after. unfortunately with work and my own responsibilities .I had forgotten to address the issue whith the insurance provider and on May 16 2024 I was cut off and crashed my motorcycle on the 60 freeway.the whole time when I was recovering I was communicating with my insurance provider i had the impression that I was going to be able to pay my medical bills with the coverage I had from my policy. It was not until six months later my insurance provider stated that I waved my rights for uninsured motorist on my policy which makes no sense because I got the same coverage for the vehicle I got a policy for that same evening which has coverage for uninsured motorist.why would anyone reject coverage that comes with the upgrade policy for a motorcycle which is far more dangerous then a car I would never make such a decision or agree to such a senseless ********* when I was notified in late November 2024 .I reviewed the policy I received July 25 2024 it was falsified I did notagree

      Business Response

      Date: 03/07/2025

      Were sorry to hear about your recent experience with our company. Reviewing the account, on 3/19/2024 we received a call from the insured requesting a new policy for a vehicle and another request was made to endorse the motorcycle policy. After reviewing the notes, we were not able to locate records of the insured requesting Uninsured Motorist. The request made was to add comprehensive and collision to the motorcycle. 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

      Date:01/30/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 January 7, 2025 my son was on his way home after bringing me home from a back procedure that I had that day and was involved in a no-fault accident. I contacted the insurance company in reference to the accident and the claim was denied by the insurance because the car is not housed at the address on the policy. The insurance company had no reason to contact my child concerning this issue and the only way they communicated was by email except to find out about the accident. My child could have died if that board would have gone through his window. The other driver was totally at fault. I don't think that the insurance company was fair at all. I paid my premiums every month and had been with them for a while. I also had a video showing that it was not my child's fault concerning the accident, but they still denied the claim because of a car housing issue. This should not be an issue at all but they just didn't want to pay for the repair which if they would have gone after the other driver on the video, they wouldn't have to pay for the repairs. They then cancelled my insurance because of this. I tried loading the video but it was too big. Insurance companies are quick to take your payments but find any and all reasons not to pay for problems that may occur.

      Business Response

      Date: 02/03/2025

      We are very sorry to hear about this situation and the inconvenience. As the broker agency, we don't handle any type of claim however, we contacted the Insurance Company in order to verify the reason of the cancellation, and they advised that due to the Claim submitted MMR Investigation for review, Compliance has determined MMR exist and is proceeding with rescission. The insured may contact claims for further information as to why if they like at **************.

    • Initial Complaint

      Date:01/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Streetlight Rentals, **** ****, in California are our Landlords of our house on ******************************************************************* and the company has not tried to for years to help us with any fixing in our house and we are dealing with Basement mold coming upstairs and getting us sick, water is coming down from the roof when it rains. Me and my wife have lived here for 5 years in this house and nothing has been achieved to any progress.

      Business Response

      Date: 02/03/2025

      Thank you for taking the time to provide your feedback. We were unable to locate an active account through our agency Freeway. Please contact us at your earliest convenience at ************ to verify if you have a policy through Freeway. 

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