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Fred Loya Insurance Review & Complaints: Auto Insurance

Fred Loya Insurance rating is F with the Better Business Bureau, and our Fred Loya Insurance review does not recommend the company due to the numerous lawsuits filed against them. Fred Loya Insurance claims are often ignored, and the company appears to consistently avoid paying them.

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Eric Stauffer is a former insurance agent and banker turned consumer advocate. His priority is to help educate individuals and families about the different types of insurance they need, and assist them in finding the best...

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UPDATED: Sep 16, 2020

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Texas-based Fred Loya Insurance is an auto insurance group offering coverage in ten states. The company promises affordable rates and sells policies through a large network of agencies, often located inside retailers like Walmart.

About Fred Loya Insurance

Fred Loya Insurance was founded by its namesake, a former cattle rancher, in 1974. The company originally served only Texas from its El Paso headquarters, but quickly expanded to cover nine other states, with plans for further expansion in the coming years. Fred Loya Group products are currently available in California, New Mexico, Colorado, Georgia, Nevada, Indiana, Illinois, Alabama, and Arizona, in addition to Texas.

Fred Loya ranks at number 18 on the Hispanic 500 list of top Hispanic-owned and operated companies in the United States. They sell auto insurance through Fred Loya Group branded agencies across their covered states. Agencies are often located inside retailers, including Walmart and grocery stores such as Cardenas and Lowe’s Foods; the goal of this is to provide easy access and draw in customers. There are more than 700 agencies currently in operation. Marketing is heavily weighted towards the Hispanic market, with the promise of low-cost insurance.

Loya Insurance Group includes subsidiaries Fred Loya Insurance, Loya Insurance Company, Young America Insurance, Rodney D. Young Insurance, and National Insurance.

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Fred Loya Auto Insurance

Fred Loya is focused entirely on auto insurance, with no other products available. Their aim is to provide customers with a budget option for auto insurance, which often means offering bare-bones coverage to keep rates low.

The company website states that they insure drivers regardless of credit or driving history; although there is no official statement that they are a non-standard insurer, that does appear to be the case. They also offer standard insurance policies, stating that they can insure with or without a credit report.

The website does not list any information regarding policies or coverage offering, though there are links providing basic information on a state-by-state basis. We would expect a budget company offering insurance to higher risk drivers to likely offer state minimum liability policies as a starting point, with basic optional coverage also available.

Rates

The Fred Loya site does indicate that a rate can be requested online, but when we attempted to follow through the link, we were stopped by an insecure page warning. This is not something that inspires confidence in the type of business that uses personal information to determine rates.

In another section of the site, the online quote link simply went to a location finder service. Our general conclusion is that Fred Loya does not offer true online quoting but likely sends basic information to an agent in order to have a quote prepared.

Rate quotes are also available by calling a toll-free number, or by calling a local agency.

Because this company is focused on budget insurance, it is vital to compare the coverage on any quote received to that offered from another company. We frequently find rates to be lower due to the quote offering only bare-bones coverage that may not be sufficient.

Claims

Fred Loya has a toll-free claim reporting line, but it is not available 24/7 like most auto insurance companies. The claims center is only available from 7:00 a.m. to 8:00 p.m. Monday through Friday, and 7:00 a.m. to 4:00 p.m. on Saturdays (all Mountain Time).

We were unable to locate another option for reporting claims on the online. While there is a customer login area, as far as we were able to determine it is used for mailing for online payments and other policy information, and not for claims.

For a company of this size, the failure to provide a 24/7 claim reporting option is very surprising.

Fred Loya does have a preferred repair shop network that offers a guarantee on claims work. As with all insurance companies, the insured can select any repair shop they prefer.

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Ratings and Customer Reviews

The Better Business Bureau (BBB) gives Fred Loya an F rating and the company is not accredited. Of the 186 complaints on file in the past three years; the company has failed to respond to three of them, and four have not been resolved. It is not common to see an F rating for an auto insurance company with the BBB, however, failure to respond and resolve complaints carries a lot of weight with the BBB and dramatically affects a company’s rating.

We found a further 186 reviews on Consumer Affairs, all of which are negative. Of the 33 ratings left in the past year, all were one star. Most of the reviews have a similar theme; Fred Loya avoids paying claims. Complaints are listed from both customers and those involved in an accident with someone insured by Fred Loya. Further complaints include rude customer service and billing issues.

In 2012, the Texas Department of Insurance fined Fred Loya $300,000 for deceptive business practices. In 2014, a class action lawsuit against Fred Loya in New Mexico resulted in a settlement. Yet another class action was filed on behalf of several Fred Loya employees in California in 2013.

The Bottom Line

Fred Loya promises great customer service, though from our research does not seem to be delivering. There are multiple red flags on this company, including several lawsuits and government actions, repeated complaints of a similar nature, failure to respond to complaints, website security concerns, and a lack of easy access to policy information or claims filing. Those in search of good coverage at a good price may want to check elsewhere and be very sure you read and compare policy options.

For a list of companies that we recommend, visit our Best Insurance Companies page.

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Review Information

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About Eric Stauffer

Author: Eric StaufferI am a former insurance agent and banker turned consumer advocate. My priority is to help educate individuals and families about the different types of insurance they need, and assist them in finding the best place to get it.

28 Comments

  1. I was rear-ended by one of their customers. They told me that everything would be covered, but when it came to paying out they refused to pay out in full. My body shop [Redacted] was in contact with them, told the insurance company that the two-day estimate to get it fixed was not realistic due to workflow and ordering parts and that they completed the work as quickly as possible. Even with this, they would not pay out for how long I was without a car and I got stuck with a bill. This insurance company needs to be investigated. They rip people off who their customers hit. They also do to call you back when they say they will.

    Reply
    • I am in the process of suing Fred Loya. If you want to jump on my bandwagon text me or call me [redacted]! I had pretrial 6/19/2018 and basically, Fred Loya attorney showed up saying he didn’t know nothing about nothing and judge told him when he came back to her court “they better be ready to play”!

      Becky

      Reply
      • My daughter was hit from behind by one of there insured and they left the scene, lucky my daughter got a picture of his plate number. But as luck has it, and even a witness and Indiana charging him with leaving the scene of the accident, battery for saluting my son-in-law and driving on a suspended license they still denied the claim and I am forced to take them to court.

        Reply
      • Hi, I’m wanting to sue them too. Would you mind having a word with me?

        Reply
        • Sure you can reach me at [redacted] if I don’t answer leave a message and I will get back to you.

          Reply
    • Hello Becky. Has there been a hearing yet?

      Reply
      • Yes, we had pretrial 6/19/18, mediation 7/19/18. The trial is set for 10/22/2018!

        Reply
        • Please contact me [redacted]
          I’d like more information since I also had bad luck with this company.

          Reply
  2. Fred Loya agents, they are very ignorant not educated, as well as the company.
    They have no respect for themselves or for the other people. They are not honest and give a hard time to the people for no reason. Shameless organization

    Reply
  3. I was involved in an accident with a person that was insured with Fred Loya the claim was not paid in full and the bull I had to endure and the time it took to pay was absolutely ridiculous. In dealing with the employees of this insurance company was a nightmare. Words cannot describe how little experience these people have. They are hired right out of high school to pay them peanuts. And peanuts is what you get with them. My daughter was hurt and they didn’t cover her treatment. They look for any reason not to pay. I could go on and on about how horrible their service is and my hand will fall off before I run out of things to say. The one thing I do want to let people know for sure before I sign off is: DO NOT GET INSURANCE WITH FRED LOYA you will be throwing your money away. I can’t believe they can get away with this. It is just not right.

    Reply
    • Don’t hesitate another minute. Go find a young lawyer who will take your case on a contingency basis. Sue them. Also, file a complaint with your state’s department of insurance. Sue them every time. Everybody that has posted here should sue them. When Loya’s legal bills start surpassing the profits he is making, only then will he stop jerking people around.

      Reply
    • I am in the process of suing Fred Loya. If you want to jump on my bandwagon text me or call me [redacted]! I had pretrial 6/19/2018 and basically, Fred Loya attorney showed up saying he didn’t know nothing about nothing and judge told him when he came back to her court “they better be ready to play”!

      Becky

      Reply
      • How can I get in touch with you?

        Reply
  4. THE MOST UNPROFESSIONAL INSURANCE COMPANY I HAVE EVER DEALT WITH. I, unfortunately, was rear-ended by someone who’s insurance is Loya. Very cut and dry on my end, just need the car repaired, accidents happen. The accident happened in October and still no resolution. They sent a letter saying there was little or no damage done based on their assessment and I needed to appeal if I had a different take. I presented them with an estimate I took the time to have prepared (approximately $700) and better photos than what their assessor took. The amount of back and forth phone calls is insane, I have never once had a live person pick up the phone on their end after calling them at least 25 times, only voicemail. I understand why there are so many unhappy customers and “F” ratings with this group, they should be shut down if they can’t provide the services they’re paid to do.

    Reply
  5. loyola insurance es una agencia que por teléfono le dan la información de ACUERDO a tus necesidades y multiples carros y cuando llega uno a una agencia mas cercana le niegan la información que la operadora del 1800 le a ayudado a uno y ademas la señorita [redacted] de la agencia de [redacted] ave.I da una mala atención y desprestigia a la compania .

    “Loya insurance is an agency that gives you information on the phone according to your needs and multiple cars and when you get to a nearby agency you are denied the information that the operator of the 1800 has helped you. Also the lady [redacted] from the agency of [redacted] ave. I give bad attention and discredits the company.”

    Reply
  6. I am dealing with Fred Loya currently. I was in an auto accident, and the other driver (whose fault the accident was) is covered by Fred Loya. There is absolutely no help from them whatsoever. I haven’t even received an estimate on my car, and they won’t respond to my questions about a rental car, medical care, etc. It’s very frustrating, and I’m not surprised to read the Better Business Bureau gives them an F.

    Reply
  7. I agree!Words cannot express the betrayal Fred Loya has caused me, the pain and suffering.I have 3 claims out with these people.They lied to me the first time that I switched from another insurance company.This is a true story but a ripoff, I can’t believe these companies ripping so many people off ad they’re still in business.My first claim happen when I went to San Antonia.I found out they lied to me.The office in Pasadena Texas.They told me that I had full coverage and roadside assistance.I found out that they lied also, they had me signing documents with my initial which was full of lies after finding out IN San Antonia. I had to pay out of pocket where Fred Loya never reimburses.They drain your account even before the actual due date.That is sickening and plain old greed.The second claim was apart of the first claim which Locksmith broke the handle off my car, and ONCE again Fred Loya wouldn’t fix it.IM paying insurance every month.THEY taking peoples money and not coming thru to fill their responsibility.They lied and said, once I take my car to the body shop, and find whoever I wanted to fix it .that they would put me in a rental car.I made it to GG IN Austin Texas.The first thing this body shop man said to me.Who is your insurance adjuster? I replied’ Fred Loya this man almost girgutated.He asked me to call them. He spoke to them and asked questions. Within a few minutes, he hung up the phone and said to me ma’am look on the wall. The manager said we don’t do business with Fred Loya and 4 more companies. They don’t honor their word.They lie. So I walked away, my car still in the same shape before.The 3rd claim same month when my tail light was broke Fred Loya still didn’t come thru for my light either.I Had to pay out of my pocket.This insurance company is a ripoff.As far as the representative /agents.They are the nastiest, rudest people that I’ve ever done business with. They will lie and say this person will contact me.But never will.My daughter and I spoke with managers, Supervisors, but still didn’t get the help that I needed.I was stuck with 3 claims Fred Loya didn’t come thru with neither one of them.Giving these cold heart animals my heart earned money that I worked for.Please find you another insurance company.This company is out to take money away from you in a heartbeat.Fred Loya,you have a name.God sees whats done in the dark how you are ripping people off. Doesn’t matter who’s lying to keep a job.God is watching. you gotta answer to God one day.Money and greed is not everything.Integrity and character go along ways.People run for your life from this company.We are forced to buy insurance from these crooks.P.S. God is watching.

    Reply
  8. Do not ever use this insurance. My premium has gone up twice in 6 months for no reason. I was told it was a nationwide increase. And they don’t even inform their customers about the rate increase! They just automatically deduct more money out of your bank account. Stay away!!!

    Reply
  9. Fred Loya is a total scam. One of their slime bag customers hit and ran. I tracked her down and finally filed a claim with Loya. Then the games began. Below are excerpts from my dealings with Fred Loya employees.

    1. Its ok to not stop after a crash if you feel like your not at fault.
    2. The policy is void because the hit and runner (their client) wont cooperate with them ( Fred Loya)
    3. Loya disagrees with the officers investigation, and agrees with their previously uncooperative client ( when she began cooperating she denied being in a crash, and then changed her story that it wasmy fault:)
    4. They were skeptical about my identifying of her car since I did not get a picture of her License Plate number.
    4. They declared my car a total loss and then offered me 2 thousand less than the lowest estimate.
    5. I furnished them invoices that my old jalopy had been refurbished with new drive train, undercarriage and a new $2,400 engine….. They say ok, we will pay you an extra $64.00 lmfao

    I filed several Texas Department of Insurance complaints against them during the two year process with no success.

    I filed suit after the two year ordeal. Getting sum.

    never quit with these people . File TDI complaints on them frequent and aggressively. Sue their clients. never stop. Eventually somebody will have to do something about these scumbags.

    Reply
    • I would like to talk to you about your case. It is similar to mine and I have an up coming trial by jury with Fred Loya insurance. May I contact you to talk about your specifics?

      Reply
      • Same deal ,scamm company !!!

        Reply
      • I am still without assistance with Fred Loya. They never tried contacting me or fixed my car. Who can we get help from cuz I paid them and they never fix my car.

        Reply
  10. i have fred loya insurense. in the starting they lower preimium by $ 6. and suddenly they raised by $ 5, even though they told me that premium will decline. besides that they did not inform me about raising the premium and increased without letting me know. besides they renewed my policy before my previous policy period ends. so that way i can not escape for 6 more years. this way they did fraud to me. dont take fred loya insurense. by the way they not gonna provide good services either.

    Reply
  11. Fred Loya insurance sucks out here in El Paso Tx. I had an accident, which was not my fault ,in November 2015. The guy was driving a govenrment vehicle. I got the police report and the drivers insurance information and gave it to the Fred Loya office on Dyer and on Lee Trevenio. And I Also found a company to fix my truck since they couldn’t do it them self. It took a month to get my vehicle back from the collision place because they put the lein holders name on the check and it had to be sent to the bank then sent back to the collision company. I’m like ok. And every time the came to appraise my vehicle, the quote changed and it slowed down the process. And here’s the kicker. I wasn’t at fault in the accident but since they was so slow at contacting the other insurance company, I had to pay the $500 deductable to get my vehicle. Never had to do that before with my old insurance company when it wasn’t my fault but I needed it for work. And I was told I was going to be reimbursed my deductible once they was reimbursed the cost to fix my vehicle. The accident was just a few days before thanksgiving back in 2015. I got my vehicle back around Christmas of 2015. And I still haven’t gotten my deductible reimbursed to me and it’s October 2016. [Redacted] has been my contact for Fred Loya but she seems to forget my case and I have to remind her every time I email or call her. When I call her, I get this I forgot about your case notion when I hear her talk. Why in the hell do I have to keep reminding this woman to do her job. I call and email her but she tells me the same thing over and over about she gonna contact [Redacted] today. She told me that on a monday then on a wednsday in the same week. Then the following week and the next month she told me the same thing. Now I’m thinking to myself, does she not remember that she told me the same BS two days ago, last week and last month. Why the [Redacted] is she working there if shes not gonna do her [Redacted] job. I guess her job is to give people the run around and hope they forget about their claim.

    Reply
  12. The Company is based out of El Paso, TX so in actuality I think they are run by the Juarez Cartel, and it shows.

    It’s been a wild ride by this company and I’m still not done with them. [Redacted]? Unbelievable experience.

    After reading some of these other reviews, my situation is no where near as dramatic as some of the others, but here goes. Two months ago on 4/20/16 my car while in the parking garage of the building where I currently work was hit by someone as she was apparently leaving. I wasn’t there. She was kind enough to leave a note on my windshield explaining what happened. I called her when I got home and we had a good conversation and I explained to her that I will go get an estimate for the damages and get back to her. She said fine. All well and dandy.

    When I got the estimate a few days later, $1900 approx, I immediately sent her the information. Immediately she got defensive saying that was too much. She took pictures with her cell of the immediate damage and a few other spots and proclaimed ‘I didn’t do this! And that scratch there…..not me! I’m going to let my insurance company handle this from here on out!’ And I’m like fine! I anticipate that. (I know this has nothing to do with Loya, but to just give you an idea of the type of people they represent typically, bear with me). She would only give me her first name and not the last, and would not give me her insurance policy #. Ding! Light bulb goes off…….no insurance! Great. Well I spent a good few days trying to call her and texting her, no response. Great. Contacted my insurance company, Geico, opened the claim with them, shared all available info, they said they could cover it, with myself responsible for the deductible. And they indicated they would try to reach her and get her to pay up!

    No luck on their part.

    Well a few weeks later, I get an unexpected call from a rep at Loya Insurance, whom I never heard of, and they indicated they accepted the liability damages to the car and would take care of it. I should await to hear from a damage inspector next. I asked her what was the deal with the insured? She said the person that hit me was not insured and did not own the car, it belonged to her sister. Ok great, welcome myself to that world!

    It was another two weeks or so before I heard anything outright. And I had to hound them! I’ve been hit before, and never has it taken this long. So for the next several weeks I went back and forth, back and forth, back and forth with the company, both the claims rep assigned to my case as well as other reps at the 1-800#, and the dude assigned to come out to look at my car (His voice box was full, go figure!). ‘Oh yeah, yeah, yeah, someone will get back to you soon!’ Blah blah. Lot of voicemail and non-returned phone calls. Approx 6 weeks of this. Btw the primary claims rep that are assigned to head up individual cases at this company might as well not even show for work on any given day, they are that useless, the results would be the same. Well finally after so much phone tag, I finally talk to Ms. claims rep, she says I’m never returning their phone calls! [Redacted] are you serious??! BS! She indicated they’ve assigned it to a third party appraiser service to come look at the car. Serious? She gave me the # of a rep there. Well, spent a few days trying to get a hold of him. Nothing. Kept calling both him and Loya for the next week or so, same old rigmarole. Then one day out of the blue I receive a call from an independent appraiser and he sets it all up. Two weeks ago (it is now 6/22), he came to look at the car and made out his own estimate. About $800 less than the body shop (Can’t wait to get into those weeds!). He says he’ll provide Loya with the info and I should hear from them soon. A few days. Great. I never did. I had to call them. By now used to it. The rep over the phone this time confirmed they had the estimate info provided by him, and they would be issuing me a check within 7-10 business days. That was the week of June 13th. Light at the end of the tunnel?

    No.

    In the mail yesterday, received a letter from my glorious claim adjuster, a standard letter, asking if I was awaiting action on their part. Was the claim ready to be closed? Huh??!! NO! I’m awaiting the check your company promised me!

    Get on the phone today and spoke with the most receptive agent to date. She said she had no idea what was going on, that the claim had been closed, and no check issued. She asked me to hold while she re-opened the claim and issued the check that was supposed to go out last week. 7-10 business days. Just like the last rep told me last week.

    That’s why I call this Part 1. Definitely at this point not naive enough to believe I’m anywhere near the end. I will be back to write more if I don’t receive this check next week. And while all this is still going on, I still have a claim opened with my own company as back up! What other choice do you have!?

    But based on other reviews I have read, this is nothing new. This company runs a racket. Obviously. And they are getting away with it. They are in the business of representing those not playing by the rules in society, namely, here in the great cesspool of Texas [Redacted], and will continue to get away with it if they aren’t seriously reprimanded.

    Hopefully I won’t be back to write Part II, but wouldn’t count on that being the case.

    Reply
  13. Words can not begin to describe the betrayal I feel from this company. We have insurance for a reason. We sign up with a certain company because we feel a trust that the company we choose will be there to pick us up when we have a devastating accident. Well, the exact opposite happened with Fred Loya Insurance.
    After not only taking forever to come out and see our vehicle, but also being IMPOSSIBLE to contact, My husband took time off work to drive to the physical office. He was then greeted by agents who knew nothing about insurance policies, nothing about how to even find our account, or find out who could find our account.
    We remained patient (stupidly) because they mentioned that the hail damage to so many in south/central Texas, really had them backed up.
    Days later, we were contacted by an agent who told us the truck was totaled. (which we already knew. The accident was extremely serious.)
    They then told us that they could not cover ANYTHING! Full coverage insurance, and they could not cover a cent. This has turned in to a nightmare for our family. We are still trying all we can, but this will take a long time to heal. I wish I would’ve read the reviews prior to obtaining Fred Loya Insurance. The reviews are nothing but terrible. Even the employee reviews are terrible. If this review can prevent any other family from feeling the salt on the wound that my family is feeling right now, i may be able to feel that some good came out of this.
    Drivers beware.

    Reply
  14. This is a horrible insurance company.. they have some of the rudest representatives I have ever dealt with. I am cancelling.. you pay for what you get.. I would rather pay a lot more money than to deal with this sorry company

    Reply
    • THEY ARE THE WORST EVER, ONE OF THEIR CLIENTS JUST HIT MY CAR, THEY REALLY NEED TO SHUT THEM DOWN

      Reply

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