Complaints for Fred Loya Insurance in El Paso, TX

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
6	Agreed to make an adjustment
1	Refusing to make an adjustment
3	Refuse to adjust, relying on terms of agreement
0	Unanswered

10 complaints against Fred Loya Insurance

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9/2/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: Amount Settled: $0.00

Customer Complaint

8/4/2025

I have had this insurance for a long time, but now they are charging me $40 extra a month for something called auto club, I have asked them to take it off, they said they could not unless I could prove that I have roadside services, which I do from the Toyota dealership. They have been charging me this for like 7 years, I keep asking them to cancel this service. They keep increasing my policy. Resolution Sought Cancel the auto club and refund my $40 a month.

Company Response

8/20/2025

Loya Casualty Insurance Company Home Office 1800 LEE TREVINO, SUITE 201 • EL PASO, TEXAS 79936 • TEL (915) 590-5692 August 20, 2025 Business Consumer Alliance 315 N. La Cadena Drive Colton, CA 92324-0814 Policy Number: 72-XXXXXX478 To whom it may concern, We are writing in response to the complaint submitted by Mr. Guitron We appreciate the opportunity to clarify and resolve this matter. Auto Club is an optional roadside assistance program offered through a third-party provider and is not part of the customer's insurance policy. The coverage was originally selected by Mr. Guitron and added on June 1, 2024, the same day he purchased his auto insurance policy with Loya Casualty Insurance Company. Our records show no prior receipt of a written cancellation request for this coverage. This complaint is the first documented request we have received to remove the Auto Club. Based on the customer's complaint, we will proceed with canceling the Auto Club effective immediately so that no further charges are applied. If the customer wishes for the cancellation to be backdated, we would require proof of roadside assistance coverage with another provider during the period in question. Upon receipt of this proof, we will submit the request to NSD for backdating of the cancellation and consideration of a refund. We regret any confusion or inconvenience this may have caused. Sincerely, Lana Ruiz Underwriting Manager Loya Casualty Insurance Company

3/31/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $700.00 Amount Settled: $0.00

Customer Complaint

3/12/2025

I had an auto insurance policy. The car was in an accident in November rolled over 4times, hit other passenger vehicles. My issue is not the accident. My issue is we reported the accident, but they continue to deduct the insurance premium, even though we do not have a vehicle insured with them. When we reported the accident, I asked if there was anything we needed to sign, they said no. We noticed they are still withdrawing insurance payments last week. 3 months worth of payments were taken from our account on auto withdrawal. We went into the office, they said because they never officially "TOTALED" the car the POLICY is still active. No one ever asked where the car was impounded, no ever tried to set an appointment to inspect the car. When we were in the office last week, I asked if there was anything we needed to sign, the agent said no. Can you help us get our ?? 700 back? Resolution Sought I would like to get our money back, we didn't have an working auto to insure. It took us over a month to get another car, but we went with a different auto insurance company.

Company Response

3/14/2025

March 14, 2025 Business Consumer Alliance 315 N. La Cadena Drive Colton, CA 92324-0814 Subject: Ms. Fisel-Mendez Insured: Mr. Mendez To whom it may concern, We appreciate the opportunity to respond to the complaint submitted by Ms. Fisel-Mendez regarding their auto insurance policy with Loya Insurance Company. Per the terms of the auto insurance policy, only the named insured (Mr. Mendez) has the authority to request policy cancellations. In this case, the named insured signed and submitted a cancellation request form on March 10, 2025, and as requested, the policy was canceled effective that date. Regarding the vehicle involved in the accident on November 26, 2024, the insured retained possession of the vehicle. Per the policy terms, any temporary substitute vehicle used due to the loss or breakdown of the insured vehicle remained covered under the policy. As such, the policy remained active until the insured formally requested cancellation. The insured has stated that they obtained another vehicle and purchased a new policy with a different insurance provider. If they can provide a copy of the declarations page from their new policy, showing the date their new coverage became effective, we will gladly review it for a possible backdated cancellation to align with the date their new policy was purchased. Otherwise, the policy cancellation will remain effective as of March 10, 2025, when the signed cancellation request was received. If the insured would like further clarification on their policy terms or next steps, we welcome them to reach out to our customer service team at 1-800-444-4040 Sincerely, Mr. Ruiz Underwriting Manager Loya Casualty Insurance Company

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