Progressive Corporation

November 16, Better Business Bureau Euclid Avenue, 4th Floor Cleveland, OH 44115- Attn: A [redacted] Re: File Number: [redacted] File Name: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance Company [redacted] , I am writing in reply to your inquiry dated, November 4, Thank you for the opportunity to provide additional information regarding this situation The complaint arises from an accident that occurred on October 16, 2015, which involved [redacted] ’s year old daughter, [redacted] , and our customer, Jacob ParhamWe spoke to [redacted] on October 17, 2015, and secured his permission to speak directly to [redacted] to secure a recorded interview On October 19, 2015, we secured [redacted] ’s statement and confirmed she wasn’t injured in the accident On October 27, 2015, we informed [redacted] his [redacted] was a total loss and offered him $3,to settle his claimHe advised he would like to do some research of his own and would get back to us It wasn’t until November 3, 2015, we were aware that [redacted] was injured in the accident, as this is when we received an email that was sent by [redacted] on November 1, His email was inquiring about ***’s injury claim and he further advised he wasn’t happy with the total loss offerWe responded to [redacted] that same day and discussed his daughter’s injuryAn offer of $1,plus medical bills incurred was made in an effort to settle the claim [redacted] advised he wanted to discuss the settlement with his wife and would get back to us On November 5, 2015, we called [redacted] and he advised us he was considering hiring an attorney as he wasn’t happy with the total loss or injury offerWe further attempted to discuss settlements for both claims, but [redacted] stated he wanted to talk to an attorney, thus the discussion endedLater that same day, we contacted [redacted] in attempts to resolve his claim On November 6, 2015, [redacted] agreed to settlement for ***’s injury, but he wanted to wait until a settlement was reached on the property damage total loss before signing any releases On November 11, 2015, [redacted] accepted a revised total loss offer of $3,for his [redacted] and an injury settlement of $3,plus medical bills incurred for his daughter *** On November 12, 2015, [redacted] came into the [redacted] Claims office and signed documents in exchange for both settlement payments I’m sorry for the inconvenience this has caused [redacted] I If you have any questions, please call me at 1- [redacted] Sincerely, Julie C [redacted] Julie C [redacted] Claims Manager

(The following was copy/paste by Revdex.com staff - LST)*** This company is really mentally and financially stressing me! I just receive a bill in mailing saying I owe XTa balance with them for $I feel this is not right !? I tried to pay my monthly policy May 27th because I notice they didn't take it out my account automatically like it was set up for I called only to find out they wasn't going to except my payment because they said there underwriter decide for them to drop me June 5th leading up after the accident and filing my claim with themSo that left me now since they decided not to let me use my uninsured motorists coverage from my policy which that's not tight since it was a and insured motorist that hit me and now I will have to pat a $deductible towards the repairs and I had to be out if money getting a new insurance provider since they drop me so I don't have money to be throwing here and there at something I had no control over and didn't ask for all this !? So please I would like for then to waive this so call $balance....they dropped me I have a new provider! ? This is making me so uncomfortable that I believe I will also file a consumer affairs complaint also as a security blanket for my best regards as well, this is shame I am having to go through all this I am too old for this......The state requires everyone to be insured and we pay all this money and the companies gladly take our money and doesn't want to do right by the consumers......Lord I SMH!!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have attached pictures from the incident that night, Progressives client [redacted] damaged my car with his wheel as he side swiped me that nightMy kids are witnesses to that incident and are old enough to make a statement So of course you would not see any damage as my car is low to the ground and his car is really high The damaged caused was by his wheel when he ran me off the road that night And of course he would deny any wrong doing as he ran from the scene and sped off as if nothing had happened when I honked at him and had to follow him in order to get his tag number This needs to be repaired by Progressive as your client caused damage and is lying about it Regards, [redacted]

February 2, 2016Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Specialty Insurance CompanyMs [redacted] ,I’m writing in reply to your letter dated January 26, 2016.On October 23, 2015, we updated Ms***’s policy to reflect her proof of prior insurance effective the inception of her policyBecause we needed to backdate this change until October 16, 2013, it took a few days to processBelow is a breakdown of Ms***’s credits to her policy per six-month policy period: $October 16, to April 16, $April 16, to October 16, $ October 16, to April $ April 16, to October 16, $ October 16, to April 16, _______ $Total Her policy was up for renewal on October 16, 2015, and her original paid in full price was $She made a payment for $on October 9, We credited the $October 16, to April 16, credit and $of the $April 16, to October 16, credit to her renewal policy ($861-$93=$768-$67=$701), so the payment of $paid the policy in full until April 16, We sent a refund of $($76-$67=$9) to her bank account on file on October 27, We also sent the credit of $from October 16, to April 16, to her bank account that same dayThe $credit from April 16, to October 16, and the $credit from October 16, to April 16, 2014, were sent to her via checkThis refund totaled $and we sent it to her in two checks, one for $and another for $($82+$186=$268)The check for $was cashedOn January 25, 2016, we stopped payment on the $check and issued her another check for the same amountThis check has not been cashed as of today Below is a breakdown of the refunds:$$_______ $Sent to MsHow as $check and a $check$ Sent to Ms***’s checking account $ $applied to Ms***’s renewal, $sent to her checking account $ Applied to Ms***’s renewal _______ $Total Ms [redacted] has two speeding violations listed on her policyOne is for speeding to mph over the posted speed limit and the other is for speeding mph over the posted speed limitBoth of these show that they occurred on the date of March 9, Because of this, we’re only charging for one of the speeding violationsWe assign insurance points to accidents, claims, and violations that are listed on our customer’s policyCurrently, Ms [redacted] is being charged two insurance points for the speeding mph over the posted speed limit violation and zero insurance points for the to mph over the posted speed limit violation (because they happened on the same day)In New York, violations stay on a customer’s policy for months.There isn’t an easy explanation of how we produce the rate for each customerThe pricing process starts where we categorize each of the variables that we believe are critical to pricing accuratelyThese variables range from vehicle information, driving record, driver information, and many othersBased on historical data, we review the risk associated with each combination of these variablesThese variables allow us to price each of our customers as accurately as possible based on their risk.I’m sorry for any frustration or inconvenience Ms [redacted] has experiencedIf you have questions, please call me at 1-440-620- Sincerely,Stephanie C***Stephanie C***Consumer Relations Specialist

September 12, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Garden State Insurance CompanyMs [redacted] ,I’m responding to your letter dated September 3, Thank you for the opportunity to clarify the situation.After reviewing the information provided by Mr [redacted] , we should have at the very least called him to confirm that he wanted an effective date that would reflect no lapse in his insurance coverage.I called Mr [redacted] to apologize and to let him know that we’ve revised the policy effective dates to reflect August 27, to February 27, as he requestedThis will reflect no lapse in his insurance historyWe’ve also reissued the appropriate policy documents and notified the Bureau of Motor Vehicles of the change.I’m sorry for the inconvenience and frustration this situation has caused Mr [redacted] If you have any questions, please call me at 1-440-620-6943.Sincerely,Nancy A [redacted] Nancy A [redacted] Consumer Relations Specialist

July 14, 2016Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Boat NAIC Number: [redacted] Company Name: Progressive Direct Insurance CompanyMs [redacted] ,I’m writing in reply to your letter dated July 7, 2016.On August 26, 2013, we sent her documentation of an endorsement change to her policyI’ve included a copy of this for your reviewIn the new endorsement, Sign & Glide® replaced Emergency Watercraft Towing and Labor coverage.On May 31, 2016, her boat was disabled and required a towFor the disablement, we paid $for the initial tow chargesMs [redacted] alleges that we would only pay for a tow to the “nearest service port” and not her home portThe Sign & Glide Endorsement clearly identifies that we’ll cover on the water towing from the site of a covered disablement to the nearest accessible dock or port where it can be repaired or removed from the waterAnything beyond that would be considered an out of pocket expense for the customerThis is documented in the letter sent to the Ms [redacted] on August 26, Per the Sign & Glide endorsement:Part “Covered Services” bOn water towing from the site of the covered disablement to the nearest dock or port where the watercraft can be repaired or removed from the water If the covered watercraft is towed to any place other than the nearest such dock or port, you will be responsible for any additional charges incurred.We recognize that during June disablement, Ms [redacted] was towed back to her homeportWe understand that having this prior incident led to her confusion for her current disablementSpecifically, that she would like to be reimbursed for an additional $for lift and haul fees that she has incurred at the marina where the disable boat was brought because of the breakdown on May 31, We advised Ms [redacted] verbally and in writing that there is no coverage for these additional costs per the Sign and Glide endorsementWhile we understand Ms [redacted] ’s frustration, we’re unable to reimburse the additional fees incurred by Ms [redacted] per the policy contractIf you have questions, please call me at 1-607-689-Sincerely,David M***David M***Claims Manager

Attached is our responseFile # [redacted]

February 22, 2016Revdex.com Euclid Avenue, 4th floorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal AutoNAIC Number: [redacted] Company Name: [redacted] [redacted] Ms [redacted] ,Thank you for the opportunity to address [redacted] ’s concerns with respect to the repairs to her [redacted] following a February 13, accident Ms [redacted] ‘s [redacted] was struck on the right quarter panel by another vehicle completing an improper lane changeAfter the initial repairs to the ***, Ms [redacted] advised us the vehicle was not operating properlyVarious warning lights were activated on the dash board for the airbag sensors and the antilock brake system (ABS)We urged Ms [redacted] to take her [redacted] to the local dealer for a diagnosis of the issuesWe advised Ms [redacted] if there were any issues related to the accident we would pay for supplemental repairsWe further informed Ms [redacted] if the issues were not loss related the cost of repair would be her responsibilityThe secondary repair shop was able to diagnose and resolve the airbag issuesThe ABS issues did not appear to be loss relatedThe ABS sensor is located under the left front fender, which is an area that was well away from the impact zone and no damage was noted on the left side of the vehicleWe did not decline paying for the replacement of the ABS sensor, but we did urge Ms [redacted] to have the problem diagnosed at a [redacted] dealer so we could determine the root cause of the sensor faultIt should be noted, the secondary repair shop was not affiliated with a local [redacted] dealer We remain ready to assist Ms [redacted] and she will need to let us know when her [redacted] will be located at a dealership so a diagnostic evaluation of the ABS sensor can be completed Please call me at 1-916-246-if you have additional questionsSincerely, Thomas AS [redacted] Thomas AS [redacted] Compliance Manager

October 30, Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: Lou [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance Company MrT [redacted] I’m writing in reply to your email dated October 21, I’ve reviewed MsM [redacted] ’s policy and found that we did in fact advise her we could reduce her coverage to Comprehensive only while she was out of townI’m sorry that our representative errored in telling her we could offer her this optionWe only offer this option to our customers who are away because they are in the militaryI understand MsM [redacted] was expecting that her payments would decreaseIf she incurred any overdraft fees because her account was overdrawn, she can send the documentation to me and I’ll be happy to reimburse her Again, I apologize for the frustration we caused MsM [redacted] Please know we’ve forwarded the appropriate feedback to our representativeIf you have any questions, please call me at [redacted] Sincerely, Lisa [redacted] Lisa F [redacted] Consumer Relations Specialist

July 19, 2016Better Busines s Bureau, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] - Policy Type: Personal Auto NAIC Code: [redacted] Company Name: Progressive Premier Insurance Company of Illinois Ms [redacted] ,I’m writing in reply to your inquiry dated July 14, Thank you for the opportunity to clarify the situationIn North Carolina, we rate policies based on years licensed, not age because of statute 58-3-When Mr [redacted] quoted and purchased his policy online, he informed us that he held a valid license for ten yearsWhen we verified the years licensed, we noticed Mr [redacted] did not receive his valid license until April 28, 2016, or zero full yearsDue to regulatory requirements, if a driver is licensed for less than three years, we have to apply an inexperienced surcharge, which increased the rate of his policy from $to $I understand this isn't what Mr [redacted] wanted to hear, but we clearly disclose this online when we ask about years licensedBecause Mr***’s bank did not honor his payment his balance owed is $If you have any questions, please call me at 1-440-620-6940.Sincerely, Jeff P***Jeff P***Consumer Relations Specialist

August 19, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] ***Claim Number: [redacted] Policy Type: Personal AutoNAIC Number: [redacted] Company Name: Progressive Select Insurance CompanyMs [redacted] , I’m writing in reply to your letter dated August 17, We appreciate the opportunity to clarify the situation.On August 2, 2016, we sent a supervisor and a manager out to complete a re-inspection on Ms***’s [redacted] - [redacted] at her shop of choice, [redacted] - [redacted] Services of [redacted] ParkA follinspection was completed on August 4, During both inspections, we were not able to identify any additional evidence to support Ms***’s claim of water ingestion to the engine.We have advised Mike at [redacted] - [redacted] Service to contact us if they find any new evidence that could support Ms***’s claim and we will schedule an additional inspection.At this time, all evidence points to a mechanical failure from wear and tear, and lack of lubricationWe will not be covering these damages per our Policy language.Policy (07/13), Exclusion #8: damage to any vehicle that is due and confined to: a) wear and tear; and c) mechanical, electrical or electrical breakdown or failure are excluded.If you have any questions, please call me at 1-305-506-2558.Sincerely,William F [redacted] Jr.William F [redacted] Jr.Claims Manager

Attached is the response for file # [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below It appears the response MsR [redacted] provided, almost makes the issue appear to be my faultI do not agree with the response of the letter, nor the implications it suggestsIt barely even addresses the concern, nor the parties involvedI spoke with (3) people on this date, and she said (1) offered an apology? Which one? Also does an apology excuse the behavior? Her second paragraph suggests frustration on my part, would that be from the poor customer service I received? Would this also be a reason to end the call, as I do not see Progressive making an attempt to assist me? It appears MsR [redacted] response, is almost indicative of the response I received from the representatives I spoke with priorI almost feel this may be the culture of the Customer service department, and surely would expect more from a Consumer Relations SpecialistAs far as the response I received, I would rather not have gotten one than the poorly worded one I received.Lastly, I did speak with MsD [redacted] ***, and she was helpful to meI am satisfied in speaking with her, but NOT this POOR response from MsR [redacted] almost seemingly excusing the behavior I experienced Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Regards, Victoria [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint It's clear in Progressive's response that they used by billing address in place of my physical address by mistake It's not my fault, because the mistake was make by progressive If the rate at my correct address is higher, I will be happy to pay it In either case, progressive changed my policy without my permission based in inaccurate information Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] Quote from Progressive: "MsT [redacted] At your requests, we made two additional attempts to reach MrM [redacted] by phone and two additional attempts by email with no responseCurrently we consider this claim closed, but if MrM [redacted] presents additional information to support his claim we’ll be happy to review the information provided.Sincerely,Scott [redacted] Scott W [redacted] Claims Manager"The above statement is a flat out lieThe facts have been presented and Progressive will be held accountable for the damages to our vehicleThe vehicle has been well maintained and now it is destroyedProgressive is refusing to complete the repairs because they provide shoddy incomplete work in order to steal from the customersAll the facts have been presented there is no further need for any documentationThe vehicle has been inspected several times and all parties involved know that this is WRONGThe vehicle was never inspected or repaired completely from the startIn fact the moment we dropped the vehicle the Progressive Claims Center in Rutherford, NJ completely disregarded the damages When something happens as a result PROGRESSIVE will be held accountable.Thank-You! [redacted]

(The following was copy/paste by Revdex.com staff - LST)***January 23, Revdex.com [redacted] ***Cleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance Company MrT [redacted] Thank you for sharing MsS [redacted] ’s concerns with the rating of her policyI've reviewed her policy, and I hope this information is helpful.We list all occurrence dates for accidents, comprehensive claims and violations within the past monthsHowever, points are only charged during the 35-month chargeability period Currently, we have listed occurrences for MrsS [redacted] : August 6, Waived Claim pointsJanuary 20, At Fault Accident pointsSeptember 29, Comprehensive Claim pointsJuly 23, Careless or improper driving pointsThe July 23, violation has no effect on the MsS [redacted] ’s policy rateI understand MsS [redacted] ’s frustration in this matter and I’m sorryI’ll review the policy to confirm her interactions with us and will provide any necessary feedback directly with the appropriate consultant’s managerWe appreciate that MsS [redacted] brought this to our attention.If you have any questions, please call me at [redacted] Sincerely,Lisa F [redacted] Lisa F [redacted] Consumer Relations Specialist

July 10, 2015Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance Company*** [redacted] ,I’m responding to your letter dated June 30, Thank you for the opportunity to clarify the situation[redacted] purchased the policy in November Please see the enclosed Named Driver Exclusion Election which bears the signature of both Mrand Mrs [redacted] confirming their agreement to the driver exclusion.From to date, we have sent over Coverage Summary/Declaration Pages reflecting each policy change and each six month renewal offer for reviewAll have shown both Mrand Mrs [redacted] on the policy as originally purchasedDuring this time [redacted] has also been receiving the benefit of a lowered rate by virtue of his marital status[redacted] contacted us on March 11, 2015, to advise that his divorce was final several years backWe reviewed our records and confirmed that we’d never been notified of the changeWe immediately removed Mrs [redacted] upon his request and rated his status to singleThis change resulted in a pro-rata credit to the policy of $As a courtesy, we backdated the change to the beginning of the same/active policy term effective November 18, This resulted in an additional policy credit of $The total reduction for the change for the six month policy period was a total of $44.53.Because there was not an error made on our part, we are respectfully denying [redacted] ’s request to backdate the removal of Mrs [redacted] to I’m sorry for any inconvenience this has caused and if you have any questions, please call me at 1-440- [redacted] Sincerely,Nancy A [redacted] Nancy A [redacted] Consumer Relations Specialist Sr

September 17, 2015Revdex.com Euclid Avenue, 4th floorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: United Financial Casualty Company [redacted] , I’m writing in reply to your follow up letter dated September 15, The $refund was refunded directly back to [redacted] ***’s bank accountWe sent this to his bank account in two separate transactions on August 26, The transaction amounts were $and $22.30.If you have any questions, please call me at 1-[redacted] .Sincerely, Janeen H [redacted] Janeen H [redacted] Consumer Relations Specialist

Please see our response attached.Business response copied and pasted below by Revdex.com staff MT 4/20/17:April 18, 2017Revdex.comEuclid Avenue, 4th FloorCleveland, Ohio 44115Attn: Melissa T***RE: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: 155-Company Name: Progressive Premier Insurance CompanyMsT [redacted] I’m writing in reply to MrS [redacted] s response to my letter dated April 12, One we received MrS [redacted] s rebuttal, we were glad to take another look at his claimBased on the statements provided from all parties, the scene layout, and location of damages, we’re standing by our liability decisionWe’ve offered to pay MrS [redacted] his total damages, less the percent responsibility assigned to him, which amounts to $MrS [redacted] chose to reject our offerWe’ve tried to contact MrS [redacted] multiple times to discuss his concerns but have been unsuccessful.I’m sorry for the inconvenience MrF [redacted] experienced because of this claimI know he was hoping for a different answer, and I really wish I had better news for himIf you have any questions, please call me at 1-[redacted] Sincerely,Ryan L***Ryan L***Claim Manager