Freeway Auto Insurance Review: Misleading Advertised Quotes and Poor Customer Service

Editor's Rating

Freeway can help you compare insurers to find a cheap policy, but you should be wary of the hidden fees and poor customer service experience.

Good for

  • Spanish-speaking drivers

Bad for

  • Drivers looking for a reputable insurance broker
  • Those looking to compare quotes online
{"align":"center","buttonColor":"primary","buttonIcon":"lock","buttonText":"Get a Quote","category":"auto_insurance_companies","className":"","cloudinaryImageName":"referral_logos\/us\/insurance\/freeway-1","cssNamespace":"AffiliateTileBanner","context":" in context: Review Header","disclaimers":[""],"isButtonSquare":true,"isUnavailable":false,"link":"https:\/\/www.freewayinsurance.com\/","name":"Freeway Insurance"}

Find Cheap Auto Insurance Quotes in Your Area

Currently insured?
{"id":6,"isAgeFieldVisible":true,"isInsuranceTypeFieldVisible":true,"isInsuredStatusFieldVisible":true,"buttonText":"Find Insurers","customEventLabel":"","defaultZip":"","defaultProduct":"auto","quoteWizardEndpoint":"https:\/\/quotes.valuepenguin.com","trackingKey":"_freeway-insurance-review","tier":"default","title":"Find Cheap Auto Insurance Quotes in Your Area","vendor":"vp","style":null}

Editor's Rating

Freeway can help you compare insurers to find a cheap policy, but you should be wary of the hidden fees and poor customer service experience.

Good for

  • Spanish-speaking drivers

Bad for

  • Drivers looking for a reputable insurance broker
  • Those looking to compare quotes online
{"align":"center","buttonColor":"primary","buttonIcon":"lock","buttonText":"Get a Quote","category":"auto_insurance_companies","className":"","cloudinaryImageName":"referral_logos\/us\/insurance\/freeway-1","cssNamespace":"AffiliateTileBanner","context":" in context: Review Header","disclaimers":[""],"isButtonSquare":true,"isUnavailable":false,"link":"https:\/\/www.freewayinsurance.com\/","name":"Freeway Insurance"}

Freeway Insurance is an insurance brokerage—which means it works with its clients to help them find a policy issued by other auto insurance companies. Though Freeway has been known to secure its clients cheap car insurance policies, it also has a reputation for participating in some less-than-stellar business practices. These include working with disreputable insurance companies and not being forthcoming about the costs of its broker fees. Because of these factors, we recommend you avoid Freeway Insurance, as you will almost certainly have better options for auto insurance.

Review: Why You Should Avoid Freeway Auto Insurance

The primary reason we recommend not purchasing car insurance through Freeway is its poor customer service. Though getting a good price on your auto insurance is important, working with a company that has been known to treat its customers poorly—such as Freeway—can come with unexpected costs. Freeway has been known to be somewhat unclear about what its customers' rates will be. Former customers have even reported unanticipated fees on their insurance bills. Instead of Freeway Insurance, we recommend you consider well-rated auto insurers that also are known for their low costs.

Freeway can compare car insurance costs from several companies to help you find low rates. However, you are better off researching your own car insurance quotes. This will not only allow you to save on the broker's fee that Freeway charges; it will also make it easier to avoid the insurers with poor reputations Freeway has been known to work with.

Freeway is fairly unique among insurance brokerages in its commitment to accommodating populations that may be traditionally underserved by auto insurance companies in the U.S. It does this by specifically catering to Spanish-speaking drivers. This can be especially helpful for those who are seeking an agent to help them purchase a car insurance policy but are struggling to find Spanish-speaking agents. However, this does not make up for its poor customer service, and we recommend that Spanish speakers seek alternatives to Freeway.

Freeway Auto Insurance Services, Discounts and Quotes

As an insurance brokerage, Freeway helps its clients purchase car insurance by comparing quotes from a number of auto insurers. Below, we've provided a list of some of the businesses they have been known to work with. It's worth mentioning that some of these companies have very poor reputations. Western General, for instance, received 11 times more complaints from its customers than the national median for all insurers, relative to its size.

  • Empower Insurance
  • Safeway Insurance
  • Mercury Insurance
  • Western General Insurance
  • Stonewood Insurance
  • Norwalk Insurance
  • Multi-State Insurance

Freeway should be able to secure you a policy with your desired level of coverage options, including the standard coverages offered by most insurance companies. These standard car insurance coverages include liability coverage, uninsured/underinsured motorist coverage, personal injury protection, and collision and comprehensive coverage. Additionally, Freeway can help drivers who require an SR-22 filing find an insurance policy.

One thing to be aware of: If you are purchasing a policy through Freeway, you'll likely have to pay a broker's fee. This is typical of insurance brokerage companies like Freeway, and it can be avoided by buying a policy from an insurance company directly. Customers have reported fees ranging from $145 to $293, although the actual amount will vary based on your policy details. Make sure you understand broker fees before purchasing a policy or making a payment.

Freeway Auto Insurance Roadside Assistance

Apart from the standard coverages mentioned above, Freeway also offers a roadside assistance plan. This plan is similar to roadside assistance programs offered by other car insurance companies, and can be very useful in the event of a breakdown. This coverage includes benefits such as emergency towing, lockout services, gas delivery and jump-starts when your battery is dead. Rental reimbursement is also included in Freeway's roadside assistance plans; however, it may not be available to all drivers depending on your policy and location. Rental reimbursement pays for the cost of a rental car while your vehicle is being repaired due to a covered claim.

Where Is Freeway Insurance Located?

Freeway has offices located in 12 states. However, even those who do not live in one of these states can still purchase an insurance policy on Freeway's website or over the phone. States where you can find a Freeway office include:

  • Arizona
  • California
  • Florida
  • Massachusetts
  • Missouri
  • Nevada
  • New Mexico
  • New Jersey
  • New York
  • South Carolina
  • Texas
  • Wisconsin

As Freeway specializes in servicing Spanish-speaking drivers, many of its offices are located in areas with high populations of Spanish speakers—including Houston, Phoenix, San Antonio and Riverside, California.

Freeway Insurance Discounts

Freeway says its customers have access to many of the usual car insurance discounts, such as good driver, student, military, mulipolicy and multicar discounts. However, Freeway does not provide any additional details about how its customers might qualify for these discounts or how much they may save. The details of any discounts you may be eligible for will be dependent on the issuer of your policy, and they're independent of Freeway.

Freeway Auto Insurance Quotes

When considering Freeway Insurance, be wary of any online quotes that you receive. We have found these quotes may not represent what you'll end up paying.

For example, our sample 25-year-old male driver living in Huntington Beach, California, received the same quote of $65.67 per month for both a basic liability and full-coverage policy. This rate of $65.67 per month was also consistent for our profile driver with zero at-fault accidents and for our profile driver with an at-fault accident within the last year. We would expect there to be much more variance between the costs of these policies. GEICO's rates, for example, varied by 115% to 145% for similar policies. This indicates that what you end up paying for a policy may be quite different than what you are quoted by Freeway online.

Company

Coverage amountClean driving record1 at-fault accident within a year
GEICOBasic liability$524$1,200
Full coverage$1,287$2,768
Freeway insuranceBasic liability$788$788
Full coverage$788$788

* Full-coverage policies include liability coverage limits of $50,000/$100,000/$25,000 as well as comprehensive and collision coverage.

Freeway Customer Reviews, Complaints and Ratings

Freeway has a reputation for providing extremely poor customer service. The alleged actions of Freeway from customer reviews and its employee complaints go beyond what can be described as acceptably poor customer service. These actions include:

  • Not being forthcoming about broker fees
  • Charging a client without providing them a policy
  • Claiming to have canceled a customer's policy without actually doing so

These may not be indicative of the experience by all of Freeway customers; however, they are serious enough that we recommend you carefully evaluate Freeway Insurance before choosing it as an insurer. Freeway Insurance has been rated positively by consumer protection agencies, receiving an A+ rating from the Better Business Bureau. However, this does not necessarily imply that you will have a positive experience with Freeway. This speaks more to whether or not it will make a good-faith effort to address negative customer reviews.

Bailey is a Research Analyst at ValuePenguin, covering insurance. He graduated from Occidental College with a B.A. in Mathematics and a minor in Computer Science. Bailey's analysis has been featured by CNBC, the Houston Chronicle and the National Transportation Bureau Safety Board.

Editorial Note: The content of this article is based on the author’s opinions and recommendations alone. It has not been previewed, commissioned or otherwise endorsed by any of our network partners.

{"align":"center","buttonColor":"primary","buttonIcon":"lock","buttonText":"Get a Quote","category":"auto_insurance_companies","className":"","cloudinaryImageName":"referral_logos\/us\/insurance\/freeway-1","cssNamespace":"AffiliateTileBanner","context":" in context: Review Header","disclaimers":[""],"isButtonSquare":true,"isUnavailable":false,"link":"https:\/\/www.freewayinsurance.com\/","name":"Freeway Insurance"}