Progressive Corporation

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 [redacted] was not a member of the householdShe lived over a thousand miles away in [redacted] There was no means of her getting to the vehicleCharging someone extra for a "household member" who isn't even living in the same state is unfair and makes no sense Regards, [redacted]

(The following was copy/paste by Revdex.com staff - LST)***September 28, Revdex.com Euclid Avenue, 4th floorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] Customer: [redacted] Claim Number: [redacted] NAIC Number: [redacted] Company: Progressive Select Insurance CompanyMrT [redacted] This is in reply to your September 21, letter about [redacted] concerns regarding the investigation of her vandalism claimFirst, I’m sorry if MsE [redacted] feels we have not handled her claim as she would have expectedOur investigation has been factual and we do not agree with MsE [redacted] s assertions of bias or unfairness in our handlingMsE [redacted] reported this claim to us on September 16, 2017, and stated that her Toyota Prius was heavily scratched while parked at her residence in San Lorenzo, CaliforniaOur investigation has revealed questions regarding the potential that the vehicle damage pre-dated MsE [redacted] s policy inception date with our companyWe’ve reserved our rights and have recently reached out to MsE [redacted] to provide us with additional documentation to substantiate her claimOur investigation is ongoing Thank you for bringing MsE***’s concerns to our attentionPlease call me at [redacted] if you have additional questionsSincerely, Thomas AS [redacted] Thomas AS [redacted] Compliance Manager

Ms [redacted] , Attached is our response and supporting document Thank you, Rose [redacted] Consumer Relations Specialist [redacted] Business response copied and pasted below by Revdex.com staff MT 3/6/17:March 3, 2017Revdex.com Euclid Avenue, 4th FloorCleveland, OH Attn: Melissa [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Casualty Insurance Company MsT [redacted] I’m writing in response to your letter dated February 27, Thank you for making us aware of MrL [redacted] s concernsI’m sorry for the difficulty he’s experienced trying to get his daughter removed from the policy.On August 8, 2016, United Insurance Brokerage wrote a policy with us for MrL [redacted] , listing him as the only driver in the householdDuring the underwriting review process, we received information showing [redacted] also lived in the householdTo ensure that we’re rating the policy appropriately based on the exposures in the household, we added*** [redacted] to the policy effective August 8, 2016, which increased the rate by $1,We sent MrL [redacted] a revised Coverage Summary confirming this change.On October 17, 2016, the agent went online and removed [redacted] from the policy, which resulted in a $creditWe sent MrL [redacted] a revised Coverage Summary confirming this change On October 27, 2016, we sent MrL [redacted] a letter letting him know that because we received information showing [redacted] lived in his household, we needed a document showing the complete address to confirm proof of residencyWe provided a list of documents that we could accept and asked that he send the information to us by November 16, When we didn’t hear back from MrL [redacted] , we added [redacted] back on the policy effective October 18, 2016, resulting in a $increase in the rateWe sent MrL [redacted] a revised Coverage Summary and a letter explaining why his rate increasedOn January 24, 2017, we received a document confirming Mary L [redacted] s college address as proof of residencyWe removed [redacted] from the renewal policy effective February 8, 2017, which resulted in a credit of $We sent MrL [redacted] a revised Coverage Summary confirming this change.I’m glad we were able to get this resolved for MrL [redacted] If you have any questions, please call me at [redacted] Sincerely, Rose [redacted] Rose [redacted] Consumer Relations Specialist Enclosures

Response attachedBusiness response copied and pasted below by Revdex.com staff MT 3/22/17:March 22, 2017Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: Melissa TrahanRe: File Number: [redacted] File Name: Angela G [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: 155-Company Name: Progressive County Mutual Insurance CompanyMsT [redacted] I’m writing in reply to your letter dated March 9, Thank for the opportunity to clarify the situation.On December 5, 2014, Eddie G [redacted] drove a Toyota Tundra owned by Ponciano G***, when it was involved in a major accidentThe damages to the Toyota Tundra were severe and resulted in it being declared a total lossUnfortunately, Ponciano G [redacted] was in the hospital at the time of loss and passed away shortly after the accidentHe didn’t have a spouse or any other person on his policyBecause we weren’t aware that he was married, we requested verification from MsG [redacted] to confirm she was the spouse prior to discussing confidential information with her.I’m sorry that MsG [redacted] feels we acted illegally on behalf of MrG***On March 9, 2015, Security Service Federal Credit Union repossessed the Toyota TundraAt that time, MrG [redacted] still owed Security Service Federal Credit Union $41,194.58.On March 24, 2015, we issued a payment of $30,to Security Service Federal CreditThe payout represents the Actual Cash Value (ACV) of MrG***’s vehicle less his $deductibleBecause the ACV was less than the amount still owed on the loan, it left a negative equity of $10, 513.14, owed to Security Service Federal Credit Union.The title was transferred to Progressive Casualty Insurance Company once we reached a settlement with the lien holderOn May 1, 2015, we sold the salvage to Superstar Auto Parts on a “Parts Only/Junk Title” because the damage to the vehicle was so extensive.We’ve explained to MsG [redacted] that our contractual obligation has been fulfilled and that we’ve paid the ACV under MrG***’s Collision coverage to the lien holderI’m sorry that she feels that any of our interactions were rude as that wasn’t our intentionIf you have questions, please feel free to call me at 1-210-774-2789.Sincerely,Mark [redacted] Mark ***Mark ***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 belowTo assist us in bringing this matter The amount I received was not the amount I was told I was going to receive and no one has explained why I received $less than I was toldTheir response is only a copy of a worksheet that I have no idea when it was prepared It could have been made up in response to this complaint, I just don't know Regards, Judy [redacted]

January 27, 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 Direct Insurance CompanyMs [redacted] ,I'm writing in reply to your email dated January 21, 2016.Mr [redacted] filed a claim with us on January 18, 2016, after an accident he had earlier that day with our customer, Robert [redacted] At the time of this complaint, we had not been able to make contact with Mr [redacted] and confirm how the accident occurred We have since made contact with Mr [redacted] on January 21, 2016, at 12:PM, and obtained photos of his vehicle on January 22, 2016, in order to finalize our liability decisionWe then contacted Mr [redacted] on January 22, 2016, and arranged for his vehicle to be dropped off for an estimate and repairs at one of our network facilities, Breakaway HondaOn January 25, 2016, Mr [redacted] dropped off his vehicle and obtained a rental carOur estimate of damage to Mr***’s vehicle totals $1,and repairs have started I’m sorry for any inconvenience Mr [redacted] experienced because of the claim delayIf you have any questions, please call me at 1-803-576-4101.Sincerely, Ken W***Ken W***Claims Manager

---------- Forwarded message ----------From: [redacted] < [redacted] @gmail.com>Date: Thu, Dec 15, at 12:PMSubject: Complaint #11878106To: ***@cleveland.Revdex.com.orgDear ***, I went down to progressive insurance this morning and they resolved my issues At this time, I would like to drop all progress on this claim Thank you.Sincerely, [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.So MsRose S [redacted] has OBVIOUSLY not read a single email response from me and this is exactly why they should not be in business I do not feel that it’s unreasonable for them to request additional information if they understood anything about personally identifiable information or knew anything about customer service As stated in my NUMEROUS emails to the Progressive underwriters:My driver's license should be information enough so they can verify the address where I keep my vehicle I've never had an address change, EVER!As stated in my NUMEROUS emails to the Progressive underwriters:My paystubs are ELECTRONIC and DO NOT SHOW MY ADDRESS ON THEM! Supposedly I can send forms of documentation, unfortunately again, as stated in my NUMEROUS emails to the Progressive underwriters:I RENT a room so I do NOT have a utility bill in my name, that would be in the HOMEOWNERS name (even though Progressive recognized I rent, they don't seem to understand what that means)As stated in my NUMEROUS emails to the Progressive underwriters:My driver's license was issued over months ago so I cannot provide that, even though they already have that infoAs stated in my NUMEROUS emails to the Progressive underwriters:I do not have a renter's insurance declarations page dated within the last daysAnd furthermore, it is impossible to contact the underwriters for Progressive, not even their own agents have a way to contact them So every time I send an email with my questions or concerns, it takes them 2-days to contact me back with the same canned response like they didn't even read my email And it always comes from a different person And I cannot send personally identifiable information from my computer as it gets flagged as personally identifiable information and is denied And I REFUSE to fax anything just based on the simple fact that I have absolutely no idea who is on the receiving end, if anyone and there is no one to confirm they received it except maybe some random underwriter days later With so computer hacking issues many companies experience today, why would I send my driver's license, address, social security number, etc to some random person out in God knows where to be received by whomever whenever they get to it? Regards, [redacted]

[redacted] Business response copied and pasted below by Revdex.com staff MT 2/28/17:February 27, 2017Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Melissa [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: 155-Company Name: Progressive Direct Insurance CompanyMs [redacted] ,I’m responding to your letter dated February 21, Thank you for the opportunity to clarify the situation.MrB [redacted] *nitially quoted his policy online and completed the required informationDuring the quoting process whether it is online or verbally, we specifically request information for driving history and all claims history in order to accurately rate the policy.Upon providing the information, MrB [redacted] only disclosed a traffic violation that occurred on May 7, for MrsB [redacted] When we used consumer reports to verify the history (MVR and Claims Loss Underwriting Exchange), the reports revealed an At Fault Accident for MrsB [redacted] and a Not At Fault Accident for MrB [redacted] This omitted information significantly impacts the policy rating and changed the price.We disclose that we use all driving and claims history to calculate the policy rate during the quoting processOur rate filing with the state of Ohio also confirms that we use all driving and claims history to calculate the policy rate.I’m sorry if MrB [redacted] doesn’t agree with our underwriting practices and upon his request we did cancel the policy and issued a full refundUnfortunately, we won’t honor the original quoted price because the information provided to us for the quote was not accurate.If you have any questions, please call me at 1-440- [redacted] Sincerely,Nancy [redacted] Nancy [redacted] Consumer Relations Specialist

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.The witness mentioned was driving immediately in front of my carI did not switch lanesThe police officer dismissed said witness because he was not able to contribute to any siting of the collision taking place behind himThe police officer asked him to leave because he was only confusing the story and mentioned the debris both me and the driver who struck my car mentionedMy car was also hit square in rear not on one side or anotherI have attached a copy of the collision report and a picture of my car damageI know it is not in the interest of the insurance or driver to side with me, but I also understand that in most states if someone receives a ticket/citation and fault by the police officer fabricating a story does not take supersede a police reportIf that were the case, there would be no reason for anyone to call the police after an accidentI also find it difficult to reason that someone can witness a collision between two cars immediately behind them in the same lane while they are moving out of the way for a piece of debris on the rode and driving approximately miles per hour on the interstateThis is incredibly frustrating since I was not given a ticket the day of the accident nor did I change my story, and the police officer told both me and the other driver that she (the progressive client) was at sole faultLying should not be rewarded, and I understand it is not in their interest to reevaluate Regards, [redacted]

March 9, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance CompanyMs [redacted] , I am writing in reply to your inquiry dated March 2, Thank you for the opportunity to clarify the situation.The complaint arises from an accident that occurred on February 17, 2016, which involved [redacted] and our customer, [redacted] Ms [redacted] was exiting a Walgreens parking lot to turn left and head east on Ridge Road in Parma, Ohio Westbound traffic in the right lane on Ridge Road had stopped to allow Ms [redacted] to exit the parking lotPer Ms [redacted] ’s recorded interview, as she started to exit the parking lot, Ms [redacted] , who was westbound on Ridge Road in the right lane behind the vehicle stopped to allow Ms [redacted] to exit, decided to change lanes into the left lane and was struck by Ms [redacted] Ms [redacted] stated she was traveling in the left lane and didn’t change lanes prior to the accident occurringOur liability investigation found Ms [redacted] to be percent at fault for not taking evasive action to avoid an accident Upon further review, we’ve changed our liability decision and agree to pay percent of Ms [redacted] ’s damagesMs [redacted] was notified of the decision on March 4, I’m sorry for the inconvenience this has caused Ms [redacted] If you have any questions, please call me at 1-567-336-4410.Sincerely,Julie C [redacted] Julie C [redacted] Claims Manager

(The following was copy/paste by Revdex.com staff - LST)***March 22, 2018Revdex.com Euclid Avenue, 4th FloorCleveland, OH 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 Direct Insurance Company MrT [redacted] I received your March 14, letterI understand that this has been a stressful situation for Mr [redacted] , and I’d like to explain what’s taken place so far with our handling of his claimOn December 3, 2017, we received report of a theft claim for December 2, 2017, involving Mr [redacted] ’ Volkswagen GolfIt’s standard industry practice with claims of this nature to do a complete investigation before issuing payment, and I’m sorry for the added frustration this has caused Mr [redacted] On December 4, 2017, we took a statement from Mr [redacted] and identified the need for additional records to verify the facts of loss he providedOn December 5, 2017, and January 4, 2018, we issued Mr [redacted] a Reservation of Rights LetterThese letters detailed the additional records that we needed from both MrR [redacted] and our named insured, [redacted] to move the claim forward.On January 30, 2018, Mr [redacted] called to tell us that he would not be providing the necessary documents and that he wanted his claim closedWe sent him a letter, acknowledging his request, and closed the claimOn March 7, 2018, we sent Mr [redacted] a copy of his recorded statement, as he requested, to the address listed on the policySince receiving your letter, we’ve reopened the claim and contacted Mr [redacted] to confirm his intent to cooperate with our investigation by providing the information requestedAt this time, we require the following to move the claim forward: [redacted] Cell phone records for the time period between September 1, 2017, and December 4, 2017, for the following phone numbers: [redacted] and [redacted] These records must include text and call history for that timeframe and be in a PDF file format [redacted] Financial records, including all checking, savings, personal loans/lines of credit, and an auto loan statement for the time period between September 1,2017, and December 4, 2017, for both Mr [redacted] and Ms [redacted] [redacted] Full name, address, and contact information, for the material witness “ [redacted] [redacted] Full name, address, and contact information for the material witness “ [redacted] ” * Maintenance records and receipts for any modifications done to the vehicle for the past months * Proof of repairs to the Volkswagen Golf, including estimates, receipts for parts purchased, and photos of the vehicle after repair * Information for the company that towed the recovered vehicle * An inspection of the vehicle, prior to the completion of any repairs and prior to any disposal of the vehicleMr [redacted] does have Rental coverage available for the Volkswagen under his policy, with limits of $per day and a $maximumOnce we can verify coverage for this loss, we’ll be glad to reimburse any out-of-pocket rental expenses he incurred, up to the available policy limitsWe appreciate the opportunity to work with Mr [redacted] to bring his theft claim to a resolutionPlease feel free to call me at [redacted] if you have any questionsSincerely, [redacted] Claims Supervisor

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.Hello;I would like to bring this matter to a close, but Progressive's Adjustor and Area Supervisor are not even willing to give (In David's own words, "He is an Expert") my words anyone who thinks and states out loud he is an Expert is a JOKE and you can't do business with such a Joker I stand by the bid that Progressive asked we obtain and submit Make note had Progressive done their own estimating, bidding, hiring their own contractor, done all the work and paid all the replacement/repair bills I would have nothing to complain about But as it was they asked us for a bid then sat on our bid for awhile then sent their people out, talked with our fencing contractor and some how got the our fencing contractor to lower his bid I have to wonder how and why this kind of business is being done ?? From the very beginning I was more than willing to let Progressive do everything, they choice not toAs it turned out I could not trust my fencing contractor because he changed his bid and was going to repair the fence with lesser material I ended up removing all fencing at a cost of $3,and then placing boulders in place of fencing at a total cost of over $7,and there still is the bill of doing the landscape which was tore up and totally destroyed by the driver and the removal of the two cars which were involved in this one accident(Flowers can't be replanted till fall) None of the flower damage was part of or were even part of Progressive's settlement estimate Progressive's own pictures should have shown flowers in full bloom and the totally missing sections Funny, how they missed that ?? Progressive were good with the first claim, have to wonder why Progressive isn't so with the second claim ?? We did everything the same on both claims, got to wonder why Progressive did so different ?? I'm willing to stand behind my first bid submitted, but as Progressive is also standing behind their unethical business practices, I don't understand or accept their reply to my complaint Regards, [redacted] ***

From: [redacted] < [redacted] @gmail.com>Date: Tue, Mar 1, at 9:AMSubject: Complaint# [redacted] To: [email protected] whom it may concern, I was under the impression that when I accepted the resolution from Progressive insurance that they would contact me as that was one of the issues in my complaint, they are still refusing to reach out to me and settle this claimMy daughter contacted customer service to address the payment issue and asked about the claim, the representative said she could not believe they have not settled with you and told her that maybe someone will contact us soon, she would not even offer to transfer her to ShaniaI understand we are dealing with a second rate insurance company but this is totally ridiculousThey have already cheated my daughter out of over $by refusing to settle for a fair price on her vehicle, the least they could do is pay upAny help that Revdex.com can offer would be greatly appreciated.Sincerely [redacted]

(The following was copy/paste by Revdex.com staff - LST)***February 12, 2018Better Busin [redacted] Bureau, 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: Progr***ive County Mutual Insurance CompanyMrT [redacted] Thank you for your letter dated February 5, I hope the following information helps to explain the situation.We want to upfront with all our customersOn May 26, 2015, MrV [redacted] purchased his policy with us effective May 27, to November 27, That same day he signed his Application, and completed paperl [redacted] enrollmentOn May 27, 2015, we sent him the Application, ID Card, Payment Schedule and a checklistThe checklist asked for proof of his prior insurance to avoid a premium increase.On June 17, 2015, we sent a notice reminding MrV [redacted] that we still needed proof of his prior insurance by July 1, to avoid a premium increaseOn July 7, 2015, we hadn’t received his proof of prior insurance and it was removed from the policy resulting in an increase of $We issued a Payment Schedule, Coverage Summary and a notice advising that his premium increased because we didn’t receive his prior insurance information.He was on a monthly payment plan and his payments were scheduled to be withdrawn from his account automaticallyOn July 27, 2015, we submitted a payment to his checking account for $On August 1, 2015, the bank notified us that the account that we had on file was closedOn August 1, 2015, we remove the automatic bill plan from the policy, which resulted in an increase of $On August 4, 2015, we issued a Cancel Notice advising that we didn’t receive his July payment and a payment of needed to be paid on or before August 17, 2015, to prevent the cancellation of his policy.On August 8, 2015, we received MrV***’ proof of prior insurance and issued a new Coverage Summary to reflect the changeThis resulted in a decrease of $On August 14, 2015, MrV [redacted] made a payment of $to reinstate his policy without a lapse in coverageHe also added automatic payments back to the policy and changed the August 27, 2015, withdrawal date to September 6, 2015, in the amount of $102.22.On September 4, 2015, he removed the automatic payments, and we sent him a bill for $with a due date of September When we didn’t receive the payment by September 9, 2015, we issued a Cancel Notice requesting the payment by September 21, 2015, to prevent the cancellation.On September 24, 2015, we received a payment of $and reinstated the policy without a lapse in coverageThat same day, we mailed the next bill for $with a due date of October 10, We didn’t receive his payment and on October 11, A $late fee applied to the policyWe sent the next bill for $with a due date of October 27, 2015.On October 12, 2015, MrV [redacted] contacted us regarding his billingWe explained that the payment that he made on September 24, 2015, covered his August billWe were now billing for his September and October’s payment.On October 26, 2015, we issued his November 27, 2015, Renewal and Payment ScheduleWe didn’t receive a payment to renew the policyThe following is a breakdown for coverage from May 27, to November 27, 2015:Total cost of the policy $ 638.00Total amount paid -$ 431.82Total amount due $ 206.18On November 29, 2015, we sent MrV [redacted] a Final Bill for $On December 20, 2015, we sent another Final Bill for $due upon receiptBecause we hadn’t received the payment by January 8, 2015, we forwarded his account to the collection agency of [redacted] ( [redacted] Because the amount owed is valid, I’m unable to remove it from collectionsI’d like to help MrV***In the complaint he mentioned that he obtained other insuranceIf MrV [redacted] would like to submit proof showing when his policy started, I’ll be happy to review it.I’m sorry I don’t have better newsIf you have questions, please call me at [redacted] Sincerely,Gwendolyn A [redacted] Gwendolyn A [redacted] Consumer Relations Specialist

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not necessarily satisfactory as I still don't understand why I was billed for people & vehicles when only people & vehicles were being coveredI will seek further clarification from Ms.A [redacted] at Progressive Regards, [redacted] ***

(The following was copy/paste by Revdex.com staff - ***)*** June 19, 2017Revdex.com, IncEuclid Ave 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 Preferred Insurance CompanyMr [redacted] , I’m writing in reply to your letter dated June 9, I appreciate the opportunity to clarify the situationOn December 19, 2016, we received report of a claim from our customer, William C***The details of our investigation confirmed MrC [redacted] made a left turn and collided with Ms [redacted] ’s vehicleWe accepted full responsibility, so there is no dispute in liability.We’re currently in the process of resolving the Bodily Injury claim for [redacted] We’ve received all the medical bills relating to this lossIn order to complete our evaluation, we’re awaiting the medical records from [redacted] Health for the date of lossOnce these records are received and reviewed, we’ll complete our injury evaluationI’m sorry for the delay in this matter, but these records are necessary to complete a full evaluation for proper resolutionWe’re currently working with a third-party retrieval company to obtain these recordsOnce we’re in receipt of these records, we’ll immediately contact Ms [redacted] to discuss the resolution of her Bodily Injury claim.I'm sorry for the inconvenience this has causedIf you should have any questions, please call me at 1-623-299-4868.Sincerely,Derlyn G***Derlyn G***Claims SupervisorFor your protection, Arizona law requires the following statement to appear on this form Any person who knowingly presents a or fraudulent claim for payment of a loss is subject to criminal and civil penalties

October 21, 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: [redacted] Company Name: Progressive Southeastern Insurance Company Ms [redacted] ,I’m writing in reply to your inquiry dated October 17, Thank you for the opportunity to clarify the situation On August 8, 2016, Ms***’s [redacted] Tahoe was involved in an accidentOn August 17, 2016, we completed an inspection of Ms***’s vehicle at her chosen repair facility, [redacted] Body ShopMs [redacted] indicates her vehicle was in the body shop for a month and a halfUnfortunately, we were unable to control the timeliness of Ms***’s chosen repair facility, which resulted in her exhausting the rental coverage with usUpon delivery, Ms [redacted] was not satisfied with the alignment of her vehicle’s hood, which her chosen repair facility resolvedShe also had concerns with the vehicle’s steeringWe worked with the repair shop to get the steering issues diagnosed and paid for additional repairs based on their recommendation Ms [redacted] continued to have concerns with her vehicle so we suggested that she take her vehicle to a local [redacted] dealer for further diagnosisWe reimbursed Ms [redacted] $for the diagnostic fee and we have added additional items to our collision estimate based on the dealer’s findingsThe additional repairs do not constitute total loss under North Carolina lawWe’ll continue to work with Ms [redacted] to ensure resolution of her concernsWe have also spoken with our representative to ensure professionalism and timeliness in all customer interactions If you have any questions, please call me at 1-919-845-5637.Sincerely,Armando A [redacted] Armando A [redacted] Claims Manager

July 8, 2015Revdex.com Euclid Avenue, 4th FloorCleveland, OH Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Garden State Insurance Company [redacted] ,I’m writing in response to your letter dated July 2, I appreciate the opportunity to respond to [redacted] ’ concerns about her recent claim.We have contacted [redacted] and are working with her to address and rectify her concerns with the repair work completed to her [redacted] ***To date, the repair estimate for [redacted] ’s vehicle totals $6,According to [redacted] ’ estimate, her vehicle is worth approximately $13,and is not close to being a total loss at this time [redacted] , [redacted] ’s shop of choice for her repairs, and us provide a guarantee for the repair work that is completed and we look forward to addressing all of [redacted] ’s concernsAs of July 2, 2015, all necessary repairs to the vehicle have been completed and the vehicle was delivered back to [redacted] I’m sorry for the inconvenience [redacted] incurred.If you have any questions, please call me at 1- [redacted] .Sincerely,Scott W [redacted] Scott W [redacted] Claims Manager

(The following was copy/paste by Revdex.com staff - [redacted] August 3, 2017Revdex.comEuclid Avenue, 4th FloorCleveland, OH 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 Direct Insurance CompanyMr [redacted] ,Thank you for the opportunity to address Mr***’s additional concerns.We’ve completed a supplement estimate at the shop on July 27, and have authorized those repairs to be completedIn addition, we’ve issued a payment for the mirror reimbursement and our records show that Mr [redacted] has received this payment and it has cleared our account.I have included a letter that was sent to Mr [redacted] for his records which states that we completed a thorough investigation into liability for the accident that occurred on May 27, and did not find Mr [redacted] at fault for the accident.I would like to also note that the policy documents and current MVR noted in our prior response were sent to the last known policy address (see attached return mail copy) but I’ve forwarded them to the address listed on the Revdex.com file.If you have any claims questions, please call Brian [redacted] , and if you have any policy questions, please call Nancy [redacted] Sincerely,Brian [redacted] Claims Manager Consumer Relations Specialist