Progressive Corporation

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 Regards, Brien ***

December 13, 2016Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Code: 155-Company Name: Progressive Advanced Insurance Company [redacted] ,I’m writing in reply to your inquiry dated December 8, I’ve included a timeline to help clarify the situationOn October 28, 2016, [redacted] purchased her policy with usOn November 1, 2016, we sent [redacted] a memo requesting that she contact us by November 15, 2016, to review several items on her policy in order to avoid a premium increase or cancellationWe also sent an email the same day letting her know a memo is available onlineOn November 15, 2016, we sent [redacted] a memo letting her know that while her policy is pending cancellation, we will not automatically withdraw her paymentsOn November 16, 2016, because [redacted] didn’t respond to our request to verify policy information, we sent her a Notice of Cancellation or Refusal to Renew via certified mail.On December 4, 2016, we sent [redacted] her Final Bill indicating her coverage ended on December 3, 2016.I reviewed [redacted] ’ December 2, call, which was approximately four minutes long [redacted] was inquiring about her next payment and payment due datesOur representative was busy gathering information to answer [redacted] ’ billing and didn’t mention the pending cancellationI’m sorry that we missed an opportunity to remind you of the pending cancellation on December 2, 2016, but we did send you numerous memos concerning your cancellation and we sent a certified letter letting you know when this would happenI know this isn’t what [redacted] wants to hear, but we’re unable to reinstate her policyI’ve attached the documents we sent to [redacted] in case she wants them for her recordsI’m sorry for any inconvenience this may have causedIf you have any questions, please call me at 1-440-620-6940.Sincerely, Jeff P***Jeff P***Consumer Relations Specialist

Their claims reps had no ideas what they were talking about when I spoke with themBoth that I spoke with lied to me several times and the second contradicted the first reps claim of a blown motor causing the clunk we felt when he stated they did not know if the motor had blown or not because they hadnt started itThey also stated that they had three different people from the shop look at it and I was informed by the manager of the shop that he and the progressive rep were the only ones whom looked at itSo theres another bold faced lieTheyre notorious for this as I have found out from MANY ex customersThere is also a national new story of them doing the same thing to a customer that had died in an accidentThey had to be sued to accept their responsibility in the matter This is the link to that case: http://mobile.nytimes.com/2012/08/18/your-money/progressives-side-of-the-insuran...⇄

On January 12, I was hit by a car while riding my motorcycleAfter going back and fourth for months the driver of the car finally admitted that it was his faultThat he did hit meI had already settled with his insurance company but mine, Progressive, still insisted that I was at faultI filed a complaint with the Insurance Commissioner because I felt as though Progressive did not do a proper investigation, and I was rightWhen I questioned the Claims Rep, Sam H***, he count not answer my simple questionsWhat was his driving record like? Was he on the cell phone? And when I informed him that the other driver changed his story and admitted that he hit me, his answer was what forced me to file this complaint"I don't care what the other driver saysWe did our own investigation and determined that you were at fault." That kind of thinking is crazy

April 7, 2016Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Re: File Number: [redacted] Customer Name: [redacted] and [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive County Mutual Insurance CompanyTo Whom It May Concern,I’m writing in reply to your letter dated March 30, I appreciate the opportunity to clarify the situationOn March 19, 2016, we received report of the claim from Ms [redacted] She stated that a tree had fallen on her vehicleOn March 23, 2016, our Managed Repair Representative, John E [redacted] completed the initial estimate on their vehicleHe found that some of the damage related to the loss was out of the ordinary and requested additional informationPlease know that at no time did he insinuate Mr [redacted] to be liar.On March 29, 2016, MrE [redacted] ’s Supervisor, Matthew S [redacted] , spoke to Mr [redacted] MrS [redacted] reviewed the facts of loss with Ms [redacted] and explained our need for additional informationMr [redacted] advised that he had a picture of the damage and of the tree on the vehicleWe received the pictures from Mr [redacted] and we now have resolved this issue for Mr [redacted] to his satisfaction I’m sorry for any confusion to this matter causedIf you have questions, please call me at 1-440-395- Sincerely,Jose L [redacted] Jose L [redacted] Claims Manager

Business responded to complaint See attached.Business response copied and pasted below by Revdex.com staff MT 3/1/17:February 28, 2017Revdex.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 Paloverde Insurance CompanyMsT [redacted] I’m responding to your letter dated February 23, Thank you for the opportunity to clarify the situation.MrW [redacted] started his policy with us on September 16, His initial six month paid in full rate was $I’ve enclosed a copy of his signed Application for Insurance which discloses that we offer a “first policy period – only” discount for electronically signing the initial policy documents.We recently sent MrW [redacted] a Renewal Offer with a six month paid in full rate of $The rate did increase $over the past policy period for a couple of reasonsThe first was the removal of the E- Sign “first policy period- only” DiscountThis change accounts for $of the increaseThe other $of the increase was due to a change in our rates overallThis change affects all customers as they renew on or after January 1, We are constantly monitoring our costs of doing business in Ohio and change our rates from time to time to remain competitiveWe send our customers their Renewal Offer about a month in advance to allow plenty of time for their review and consideration to determine if they want to continue the policy.When MrW [redacted] called us on February 17, 2017, we provided the same information that I’ve listed above as the reasons for the increase to his Renewal Offer.I understand that MrW [redacted] is concerned with our use of driving and claims history to calculate our policy ratesWe request all driving and claims history from our customers and disclose that we use consumer reports to verify the information and historyWhile we do not surcharge the driver involved in an accident when the accident is not at fault, the incident is a part of the policy claims history and is considered in the rate calculation as a claimI’m sorry for any misinformation that may have been provided to MrW [redacted] and if he can provide the specific person or time he was given the information, we’d be happy to research it so that we can provide appropriate feedback and training to our representativesI’m sorry that this has not been a positive experience for MrW [redacted] but I can confirm that the rate we’ve provided is accurate based on his driving and claims history.If you have any questions, please call me at 1-440-620-6943.Sincerely,Nancy [redacted] Nancy [redacted] Consumer Relations Specialist

October 4, Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Advanced Insurance Company Mr [redacted] Thank you for your September 28, letterI appreciate the opportunity to address MsR [redacted] ’s concerns I reviewed her policy and the phone call she made the day she canceled the policyOn September 18, 2017, she called in and advised that she never took possession on a recently added Toyota RavShe also advised that she turned in her plates to the DMVWe confirmed with her that she wasn’t going to purchase a new vehicle, and she advised “not right now.” Because of this, we processed her request to remove the Toyota effective the date it was added (September 16, 2017) and canceled the policy effective September 18, We’re unable to have a policy in New York for a customer without a vehicle listed While I understand MsR [redacted] ’s frustration, we processed the cancellation per her request and according to the information she provided usI know this wasn’t the outcome she was hoping for, but we’re unable to reinstate her policy MsR [redacted] did get a new policy with us effective September 28, 2017, for a RavShe paid this policy in full for $1,On October 2, 2017, we sent her a refund of $because we added the Multipolicy Discount to her policyShe should receive this refund in a few days I hope this information helpsIf you have questions, please call me at 440-620- Sincerely, [redacted] [redacted] Consumer Relations Specialist

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, [redacted] ***

March 31, 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 Direct Insurance CompanyMs [redacted] ,I’m responding to your letter dated March 24, Thank you for the opportunity to clarify the situation.Ms [redacted] purchased her policy June 9, The initial policy period was from June 9, 2015, to December 9, 2015, at a rate of $She made six monthly installment payments as shown below:$June 9, 2015$July 20, 2015$August 12, 2015$September 10, 2015$October 9, 2015$November 9, 2015These payments paid the six-month rate, policy fees and installment fees in full.On November 12, 2015, we sent a Renewal Offer for December 9, 2015, to June 9, 2016, with a decreased rate of $for the new policy periodWe canceled the policy at the request of Ms***, effective February 22, The policy is canceled using a daily pro-rata charge with no penalty or fee for early cancellationBelow is a detailed breakdown of the charges and the payments we received.$renewal rate – day policy – approximately $per day$policy rate w/change to remove the SR-filing – approximately $per day – change date January 13, 2016$From December 22, to January 13, (days at $4.05)$From January 13, to February 22, (days at $3.55)$ Installment fees – December, January, February – waived March$ Late fees – January and February $each$ Policy Fee – fee to file SR-with the state – fully earned$ Total charges Total paid (December 12, $136.36, January 13, $126.33)$ Balance dueI’m sorry for any inconvenience this has caused Ms***I’d be happy to discuss this further if you have any questions; please call me at 1-440-620-6943.Sincerely,Nancy A [redacted] Nancy A [redacted] Consumer Relations Specialist

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] To clarify, nobody contacted me I did not speak to anyone from Progressive Insurance regarding this complaint to the Revdex.com It's too bad I needed to involve a higher authority before they did what was rightThis resolution is satisfactory Regards, [redacted]

(The following was copy/paste by Revdex.com staff - LST)***June 1, 2017Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Advanced Insurance CompanyMrT [redacted] ,Thank you for your follow up email dated May 25, Unfortunately, we don’t have any record of Ms [redacted] requesting Physical Damage coverage in writing, online, or over the phoneThrough our investigation, a record of her discussing and/or requesting the coverage wasn’t found.I’ve provided you with the most relevant information we have on record to show the coverage that Ms [redacted] requestedThese records are her electronic [redacted] signed Application and a copy of her Coverage Summary If you have any questions, please call me at [redacted] Sincerely, Michael D [redacted] Claims Manager

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.Revdex.com, thank you so muchRegarding to the driving experience, I got my first driving license in the [redacted] since 2007, and I arrived to USA in the last year, Later, I got a new license of North Carolina, until now I have ten years driving experience.I think the key point is that when I received the notification in June 7th, the new policy is taken effect in June 1stwithout my permissionThe reason why I cancelled the new policy is that I cannot accept the additional fees of the new policy.I am willing to pay for the bill based on the original policy, rather than the new policy with high rate, because I never agreed with the changed new policyTherefore, I apply adjust the billing calculation method.Please reconsider this caseThank you! Regards, [redacted] ***

(The following was copy/paste by Revdex.com staff - ***)***September 19, 2017Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance CompanyMr [redacted] , I’m writing in reply to your email dated September 12, I understand Ms [redacted] is concerned with the unexpected bill we sent her for the balance due on her canceled policyThank you for the opportunity to address this matterMs [redacted] owes $on her policy because we charged her $for the period of June 19, 2017, through August 19, 2017, and she only paid us $233.97.When Ms [redacted] bought her policy, she qualified for a rate of $because she told us she had continuous insurance before her policy started with usWe asked her to send us confirmation of her previous policy; however, we didn’t receive it, so we increased her rate by $113.22, or approximately $per monthI’ve attached the letter we sent to her to let her know that we increased her rate.If Ms [redacted] can send us proof of her prior policy to the address, fax number or email listed above, I’ll be happy to review it and apply the appropriate credit to her policy.The $is a valid balance that Ms [redacted] owes us, but we hope we can adjust her policy accordingly if she provides the requested informationIf you have any questions, please call me at 440-395- Sincerely, Lisa F [redacted] Consumer Relations Specialist

May 26, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Garden State Insurance CompanyMs [redacted] ,I’m responding to your letter dated May 18, Thank you for the opportunity to clarify the situation.On May 15, 2016, another vehicle that was also insured with Progressive struck Ms [redacted] ’ vehicleMs [redacted] was advised on May 17, 2016, that she could use her own coverage to complete the repair process or she could wait for the outcome of the liability investigation on the striking vehicle’s policyMs [redacted] chose to wait for the outcome of the liability investigation on the other party’s Progressive policy and on May 20, the liability investigation was completedWe are currently handling the repairs to Ms [redacted] ’ vehicle under the at fault parties policy If you have any questions, please feel free to contact me at 1-610-249-0507.Sincerely,Peter S [redacted] Peter S [redacted] Claims Manager

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, [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 belowAfter reading reviews on several sites, I see that my situation is not an isolated situationProgressive is clearly robbing its customers without gunsIts now August 4th and the only follow up call was basically we could not retrieve the call so you are on your ownI have spoken with my lien holder and they are trying to assist me with how I can handle this situationIf I need to get an attorney, I will because this company needs to stop mistreating their customersI have read on reviews and heard from former customers how phone calls mysteriously disappearProgressive is not too be trustedThen if I cancel my plan on a car that I cannot drive I have to pay a feeThat is what you call a ripoff Regards, [redacted] ***

response attachedBusiness response copied and pasted below by Revdex.com staff MT 3/21/17:March 21, 2017Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted] [redacted] [redacted] [redacted] I’m writing in reply to your letter dated March 15, 2017.I reviewed Mr***'s policy's call history and policy notes and couldn't find anycalls involving a representative of ours named KurtI called both numbers thatMr*** listed in his follow up complaint, but they both belong to [redacted] If hecan provide the phone number for the Kurt at Progressive that he spoke with, I'lltry to locate that call so I can review it and address what they discussed[redacted] accepts and process payments on our behalfThey provide us with thepostmark date that was on the envelope that the payment was inWe investigatedthe claim and policy thoroughly and we advised Mr [redacted] of our findingsWehaven't changed our story and I'm sorry that Mr*** thinks we've beendishonest.Sincerely,Dona [redacted] Consumer Relations Specialist [redacted]

Response attached Business response copied and pasted below by Revdex.com staff MT 1/3/2017:December 29, 2016Revdex.com, IncEuclid Avenue 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] [redacted] *** Claim Number: [redacted] Policy Number: [redacted] NAIC Number: 155- Company Name: Mountain Laurel Assurance Company MsI [redacted] I’m writing in reply to your letter dated December 24, I appreciate the opportunity to clarify the situation.We issued MrH [redacted] ’s policy with an effective date of December 18, that indicated the time of purchase as 9:p.mOn December 19, 2016, we received report of a claim from MrH [redacted] that occurred on December 18, at approximately 11:p.min Memphis, TennesseeHe informed us that his prior policy through [redacted] *nsurance cancelled on December 17, The details of our investigation confirm this was a single vehicle accident MrH [redacted] did not report the accident to the police and there were no independent witnessesIn our efforts to investigate to confirm that the loss occurred within the policy period, we asked MrH [redacted] who he contacted directly after the lossHe confirmed that he contacted his sister, as he was in route to pick her upIn our contact with MrH [redacted] ’s sister, she stated that the loss occurred on December 17, 2016, and that she obtained a ride to MrH [redacted] ’s location from her place of employmentTherefore, we have our Special Investigative Unit investigating the loss to confirm it occurred within the policy period We contacted MrH [redacted] on the date he reported the loss, December 19, 2016, and again on December 20, and December 23, The claims representative was out of the office for two days due to the holidays.On December 26, 2016, we spoke with MrH [redacted] and provided an update on the status of the investigation and claim coverage issues.We are continuing to investigate the date of the loss to confirm that it took place within the policy period and have advised MrH [redacted] verbally and in writing of the coverage issuesWe mailed a letter to MrH [redacted] on December 23, It may not have arrived at his address yet, but is in routeWe will continue to keep MrH [redacted] updated on the investigationI’m sorry for the inconvenience MrH [redacted] has experiencedIf you have any questions, please call me at [redacted] Sincerely, [redacted] Claims Director

Please see our response Thank you!

(The following was copy/paste by Revdex.com staff - LST)***June 1, 2017Revdex.com, IncEuclid Avenue 4th FloorCleveland, OH 44115-2408Attn: Lou T [redacted] Re: File Number: [redacted] File Name: Dena [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Hawaii Insurance CorporationMrT [redacted] ,I’m writing in reply to your letter dated May 31, We appreciate Ms [redacted] providing the additional information requested.We’ve reviewed the additional medical bills and out of pocket expenses for Ms [redacted] , provided with her letterThis is information that we were unable to obtain previously, because [redacted] wouldn’t respond to our requests for the medical bills and records relating to Ms [redacted] ’ injury.The release for Ms [redacted] ’ injury in our claim included medical bills within days post releaseMost her medical expenses presented were after February 10, 2017, the last day included in the agreementFor those out of pocket expenses and medical bills up to February 10, 2017, we’re reimbursing Ms [redacted] for her out of pocket expensesOnce her health insurance company presents a subrogation claim to us, we’ll review for reimbursement of the medical bills paid by them relating to this loss.If you should have any questions, please call me at 1- [redacted] .Sincerely,Will C***Claim Supervisor