Never again will I insure with Safety
I'd been with Safety for probably close to 2 decades. SO I have a lot of experience with them. As a Massachusetts resident, if you know, you know. Insurance companies in MA often use 3rd party agencies, and that is the case here. For those many many years I dealt directly with my local agency to work with Safety insurance and I have nothing bad to say about those local agents. They were always responsive and helpful when I needed them. The reason I am giving Safety a 1 star is because it's 2026 and their online bill pay system is hot garbage. It's just inexcusable in my opinion for a company with so much wealth to have such an awful user experience. Nothing says "We don't care about our customers" like forcing them to deal with it. I left Safety and the main reason was because their online account management and bill pay is just awful. Many many many times, I would go in and set up payment for my insurance premium and it wouldn't process. Most the time I'd notice and I'd get back in at the 11th hour to process the payment barely on time. There is something wrong with the final button press to confirm the payment and it was broken like this for YEARS. The final straw was when it happened again and I didn't notice that the money never came out of my account. So by the time I noticed, I was getting mail from them about my insurance being closed for non-payment. So I called to resolve it. During the call, I left feedback that this happens frequently. It doesn't matter if I'm on a phone or a desktop PC or any device. Screen size, browser type, etc. makes no difference. Just that sometimes, that final button press to confirm payment does not fully register. The support guy on the line is not a programmer right? So he can't do anything about it but I left the feedback anyway knowing it probably will never get sent on to their dev team. The guy then tells me, I can set up autopay so that doesn't happen. Well I looked and looked... there is no autopay anywhere. I scoured everywhere and if I have to dig that hard to find autopay, then that is a problem in and of itself. I am pretty damn sure it doesn't exist. So I don't know what that support person was on about but that was the final smack in the face for me... is what I'd like to say. They sent me a check because I switched insurance in the middle of my terms. The check was for the premium on homeowners insurance. It gets paid out of escrow of my mortgage lender so they were sending it back to me so I could deposit it back into escrow. That's fine, I turned around and put the check right back in escrow. I figure now, my business with Safety is totally done... but no. Of course not. Of course... they have the BALLS to charge me one last payment for some reason. It was like 148 dollars. The check they sent me was well over 1000 dollars. Because I was no longer paying attention to them, they decided they'd send me to collections INSTEAD OF JUST KEEPING 147 DOLLARS OUT OF THE 1000+ DOLLAR CHECK THEY WROTE ME AS A REFUND. WHY NOT JUST KEEP THE BALANCED STILL OWED AND WRITE THE CHECK FOR THE REST!? It's like they are intentionally trying to screw people and I have no time or space for that in my life. I was with Safety a long damn time... and trust me, when you read that insurance companies do not reward loyalty and you must switch often... that's real advice that I will now echo myself.
By rhurlburt