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
5	Agreed to make an adjustment
0	Refusing to make an adjustment
3	Refuse to adjust, relying on terms of agreement
0	Unanswered

8 complaints against Fred Loya Insurance

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2/9/2026

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $3,500.00 Amount Settled: $0.00

Customer Complaint

1/9/2026

I added a vehicle to a current insurance in November. I was told by a representative in person that my deductible for full coverage would be 1,000. As Friday January 2nd my vehicle was parked and hit by a truck that fled. I filed a claim Friday, today Monday January 4th I was called by a representative asking question about the incident and informs me that my deductible is 3,500. Its a complete scam. I was told 1,000 when I signed and additionally I never received a copy of my policy or Id cards , I had to call to get my id cards. I been given false information by there representative. My son was next to me during the signing , hes a witness the representative told me 1,000 deductible. I would of never agreed to a hight deductible. Its not my firts time getting car insurance. I asked questions and one of them thats very important is the deductible. I made sure to ask, falsely given me information is now affecting me financially and emotionally. I can't drive my vehicle. I need it for work. Taking my children to school .this false misleading information is unacceptable. Fred loya needs to be held accountable for their actions and mistakes. All the horrible reviews are real!!!! Iam experiencing that myself . Its a horrible company. Rude unprofessional ... something needs to be done about this. I'll be looking into suing them. Resolution Sought Reinburse me for my money. All of it! Take accountability for there employees giving false information regarding policy deductibles...

Company Response

1/27/2026

Loya Casualty Insurance Company Home Office 1800 LEE TREVINO, SUITE 201 • EL PASO, TEXAS 79936 • TEL (915) 590-5692 January 26, 2026 Business Consumer Alliance 315 N. La Cadena Drive Colton, CA 92324-0814 Re: Complaint ID: 99041382 To whom it may concern, Loya Casualty Insurance has reviewed the complaint submitted by the insured regarding the deductible applied to the claim for the 2021 Jeep Wrangler. We appreciate the opportunity to respond. Our records indicate that on November 20, 2025, the insured requested to add a 2021 Jeep Wrangler to an existing policy. At the time of the endorsement, the insured selected the following coverages: liability, comprehensive, collision, and towing, with a collision and comprehensive deductible of $3,500.00. The policy was endorsed and issued based on the deductible amount requested by the insured. The premium charged reflects the deductible selected at the time of the transaction. All policy coverages, including deductible amounts, are reviewed with the named insured at the time of new business or endorsement. Additionally, a declarations page reflecting the selected coverages and deductibles is generated and made available to the insured following issuance. The deductible shown on the declarations page for this vehicle is $3,500.00. We understand the insured's frustration regarding the claim outcome; however, the policy was issued in accordance with the insured's selected coverage options and remains valid as written. The claim was handled based on the terms and conditions of the active policy at the time of loss. At this time, Loya Casualty Insurance Company has found no evidence of an error or misrepresentation in the issuance of the policy. Therefore, we are unable to provide the reimbursement requested. Sincerely, Lana Ruiz Underwriting Manager Loya Casualty Insurance Company

11/18/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $225.00 Amount Settled: $0.00

Customer Complaint

10/29/2025

On july 28th, 2025 i returned a check that was issued tome bye fred loya insurance on 2930 w. Northwest hwy. , Dallas tx. 75220 because my name was spe.Led wrong . As a result they told i would receive a check in 2weeks here it is october 29th 2025 i still haven't received a check. When i call they give me the run around it's always either 2weeks or 2day9s, when i called on today october 29th 2025 they where rude a women bye the name of vevie when i asked for a manager or corporate office she said they d have a corporate office and refused to let me speak with a manager . They spelled it chaquita when the correct way is chiquita. I would like for the check just to be reissued and the next person to be treated with respect. Resolution Sought To reissue my check and a apology also be more respectful and consider what people are going through to get the vehicle fixed

Company Response

11/5/2025

Problem Report ID: 99040061 Subject: Ms. Davis- Third party claimant Policy Number: 65 608220871– Texas policy of insurance Claim Number: 65 524540 Date of Loss: 07/02/2025 Please allow this letter to serve as our response to the above referenced complaint, submitted to the Department by Ms. Davis, and received by Loya representatives on October 29, 2025. The loss occurred on 7/2/2025, and was reported to our staff the next day by Ms. Davis. Acknowledgement letters were mailed to all the involved parties on 7/3/2025. An inspection was completed on 7/8/2025, to Ms. Davis's vehicle. An estimate of record letter was mailed the same day. The letter outlines the Company's repair process. The initial estimate for repairs is based on visible damages only. Once the vehicle is taken to a repair facility (chosen by the owner), a thorough inspection, or "tear-down," is conducted by the repair shop to uncover any hidden or additional damages caused by the accident. After a thorough investigation, liability was assessed at 50 negligence on both parties on 7/17/2025. A payment was remitted to Ms. Davis based on the initial estimate, in the amount of $225.29 (Draft number 40605036). Upon retrieval, the Complainant contacted our staff on 9/10/2025, and it was confirmed that Ms. Davis name had been entered incorrectly due to a typographical error. The check was then sent for void. The payment has been reissued with the correct spelling. The Company apologizes for any mishandling on the part of our staff, as this was entirely unintentional. The Company recognizes the frustrations that may occasionally accompany an insurance claim and our staff is available to assist where needed. The Company appreciates the opportunity to respond to the Bureau regarding this important concern. Respectfully, Jerika Hernandez – Complaint Specialist Loya Insurance Company 210-256-3426

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