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 They're too augmentative and throw things back in my face like it's personal I have offered settlement of 50% It's obvious they play for keeps, shrewdly shutting down the other side and winning at all costs Where's the Revdex.com spirit of compromise? Regards, Trevor [redacted]

Please see attached

February 26, 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 am writing in reply to your inquiry dated February 19, I have backdated the cancellation of Mr [redacted] ’ policy to September 30, On February 10, 2016, we mailed a draft for $106.18, to his policy addressI also contacted the collections agency and informed them there is no balance owedOn February 11, 2016, we sent Mr [redacted] a letter informing him of the refundI am sorry for any inconvenience this may have causedIf you have any questions, please feel free to call me at 1-440-620-6940Sincerely, Jeff P***Jeff P***Consumer Relations SpecialistAttachment

December 19, 2016Revdex.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: Progressive West Insurance Company [redacted] , I am writing in reply to your letter dated December 12, We appreciate the opportunity to further address [redacted] ’s concernsThe insurance contract is between [redacted] and Drive InsuranceFor this reason, we are unable to bill [redacted] ’s agent, [redacted] , for the additional premium that resulted from the corrections made to the policyOur records reflect [redacted] placed two calls to Customer ServiceOne on December 1, 2016, and the other on December 12, On both occasions, we elevated [redacted] ’s call to a Customer Care Supervisor as he requestedWe serviced both calls with the assistance of an interpreterThe first call, received on December 1, 2016, is referenced in the prior letter dated December 8, During the second call placed on December 12, 2016, [redacted] requested that his policy be canceledWe informed him that canceling the policy effective December 12, 2016, resulted in a $refund [redacted] informed us the refund amount differed from one quoted on December 1, and requested that his call be elevatedDuring his conversation with the Customer Care Supervisor, we confirmed the refund amount previously quoted reflected the correction made to his years licensedWe explained that the correction made to his years experience occurred on December 7, 2016, after we provided the quoteThe correction resulted in an increase in premium which impacted the refund amount quoted to him on December 1, [redacted] requested that his policy cancellation effective date be changed from December 12, 2016, to December 14, We processed his request and informed him that the change in the cancellation effective date revised his refund amount from $to $ [redacted] agreed with the refund amount provided We issued [redacted] ’s refund on December 14, We issued the refund in the form of a draft and mailed it to: [redacted] ***.I’m sorry that [redacted] ’s decided to cancel his policyWe certainly value him as a customer and would find it privilege to do business with him in the futureIf you have any questions, please call me at 1-800-333-8443.Sincerely,JoAnn C***JoAnn C***Progressive West Representative

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, William ***

Our response and documents are attached

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. I just want to add that BBB did an excellent job and I'm extremely happy for your services. Regards,

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 contacted Progressive Insurance as soon as the 4th of July weekend was over. Today's date is 8/14/15 and I still do not have my car back. I have practically spent my summer without my car and I do not have a rental coverage so I have to pay rentals from my pocket, while Progressive takes their sweet time with my case. 1. No insurance claim should take two months! 2. The claim representative (who didn't get back to me for weeks) does not contact me to update me on my claim, despite my numerous attempts. I tried to complain to the company but Progressive does not assign me another representative, nor do they have a platform to raise my concern.3. I would like to remind all the parties that I agreed to a voice recording of my claim and provided an e-mail chain (from ***, accepting responsibility for the events) to prove that this was their wrongdoing. Up until this letter (which should be a response to why there has been that much of a delay and why the claim is not handled properly -- and instead a customer who has paid them for 10+ years has to chase this claim -- rather than detailing my claim), I was not aware that Progressive had questions about the validity of this claim. I would like to remind you that I have been a loyal member of Progressive, paying in full and with very few incidents over the past decade. In fact, they thank me every time I call to pay my bill, because I am an Emerald member (re: 10+ years of continuous coverage). However, this behavior and extreme delay (with minimal communication) is completely unacceptable. And now I am being treated as if my claim is false (despite all the proof I provided, documenting ***'s wrongdoing and admission of guilt) the ONE TIME I need insurance to do their job. How unfortunate and illegal. I will not hesitate to escalate this situation to proper authorities, if a proper handling of this claim can't be achieved. It is very sad that they are accusing me of making up stories, rather than apologizing for their unprofessionalism, the extended delay, lack of communication, and mistreatment. This is a shame.Again, to this day I do not have my car back. Regards, [redacted] ***

(The following was copy/paste by Revdex.com staff - LST)***December 18, 2017Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: Lou [redacted] Re: File Number: [redacted] Customer Name: Michael M [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive County Mutual Insurance CompanyMrT [redacted] ,Thank you for your letter dated December 9, I hope the following information helps to explain the situation.I’m sorry for any misunderstandingWe’re attempting to collect the full amount of the damages sustained to MrM [redacted] ’s vehicle, which total $1,Of that amount, MrM [redacted] paid his $deductibleMrM [redacted] indicated that he’s unable to provide a receipt for his out-of-pocket rental car expenseWe’ve been attempting to collect from the at-fault driver’s insurance carrier, and we were recently informed that there may not have been an active policy in force at the time of the accidentIt appears that the other driver is uninsured, which allows MrM [redacted] to collect his damages through his Uninsured Motorist coverageThis will also cover his out-of-pocket rental expenses, as well as reduce his deductible from $to $We want to help MrM [redacted] We’ve attempted to reach him, by phone, text and email, to discuss the reimbursement of his rental expense through his own policy, and to reimburse the difference in his deductible, but we’ve been unable to reach himWe’ll continue our efforts to reach himWe look forward to speaking with MrM [redacted] If you have any questions, please feel free to call me at 281-982-Sincerely, David L***David L***Claims Manager

January 19, RevDex.com, Inc Euclid Avenue, 4th Floor Cleveland, OH 44115- Attn: [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 Ibrahim, I am writing in reply to your inquiry dated January 12, We have spoken with Mrs [redacted] and resolved her concernsWe are sincerely sorry for any inconvenience she may have experienced If you have any questions, please call me at 1-440-620- Sincerely, Jeff P [redacted] Jeff P [redacted] Consumer Relations Specialist

September 19, 2017Revdex.com, IncEuclid Avenue 4th FloorCleveland, OH 44115-2408Attn: Lou [redacted] Re: File Number: [redacted] Customer Name: Lawrence *** Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Advanced Insurance Company Mr [redacted] ,I’m writing in reply to your follletter dated September 12, I’m sorry to hear that Mr [redacted] wasn’t satisfied with my responseI completed a review of the change in Mr***’ vehicles with my initial responseAs shown on the second page of the Coverage Summary, the vehicle history and length of ownership impacted the rateI’ve included a copy for your reviewIf you have any questions, please call me at [redacted] .Sincerely,Annie ***Annie ***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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

August 2, 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 Direct Insurance CompanyMr [redacted] ,I’m responding to your letter dated July 25, Thank you for the opportunity to clarify the situation.We’ve completed an exhaustive search, using both [redacted] and [redacted] ***’s date of birth, driver’s license number, social security number, and vehicle information and have located the following policies with us[redacted] September 13, to August 28, [redacted] April 22, to April 22, [redacted] August 16, to January 7, [redacted] February 7, to September 9, [redacted] September 12, to January 31, 2017The policy in question ( [redacted] ), for the Ford Explorer, was canceled due to nonpayment on January 7, I’ve enclosed a screen shot of the accounting history, which reflects a return payment of $that was not honored by the bankWe subsequently sent proper notification of the cancellation, and when the policy canceled effective January 7, 2011, at 12:a.m., there remained a balance due of $to pay for coverage until the date of cancelWe sent two bills in an attempt to collect the balance, and when payment wasn’t received, the balance was referred to our collection vendor on February 18, Our original collection vendor was ***, but the file has been continued to our current vendor, [redacted] (***).Mrs [redacted] disputes the balance based on the premise that the vehicle was totaled in January of She called us on July 25, 2017, and we searched all the policies listed above and explained that we could not locate a policy or claim for her for the Ford in We tried multiple times to explain the balance was due to a returned payment from her bank and that this policy was active and canceled two years prior to when she is confirming the vehicle was totaled, which would make the totaled vehicle issue irrelevantMrs [redacted] explained to our representative, Darlene, that she would try to locate a copy of her policy for for the Ford to assist in locating any information that may tie it to our claimDarlene provided her direct phone number for any further assistance, but to date, we have not had any additional calls from Mrs [redacted] or received any additional information.Based on the information we have to date, the $balance is validOnce it is paid to our vendor, ***, Mrs***’s credit history will be noted as a satisfied balance for this entry.I’m sorry for any confusion this matter has caused, and I would be happy to assist in resolving this, by reviewing and researching any further information provided by Mrs***If you have any questions, please call me at [redacted] Sincerely,Nancy [redacted] Consumer Relations Specialist

January 5, Revdex.com Euclid Avenue - 4th floor Cleveland, OH Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance Company Ms [redacted] , I'm writing in reply to your letter dated December 29, Mr [redacted] presented a property damage claim for Diminution of Value (DOV) to his GMC Durmax on November 18, At that time, he’d obtained a quote from a dealership to get their opinion on the truck’s value since it was involved in an accidentMr [redacted] advised Claims Representative Sara O [redacted] that the dealer indicated his vehicle’s value after being involved in an accident was $43,He also advised he paid $67,for the vehicle months prior to the accidentDealerships are in the business to make a profit and will quote an amount based on travalue, which represents a wholesale vehicle value, not a retail sales valueMsO [redacted] reviewed the claim with her immediate supervisor and several other managers, including myself, in our Denver claims branchOur position is that Mr [redacted] hasn’t incurred a DOV to his vehicle since the dealer’s opinion is speculative and his loss hasn’t been proven or realizedHowever, as a courtesy and in an effort to compromise, we offered to resolve his DOV claim for $1000, which he declinedThere are additional factors to consider with respect to a DOV claimThe value of a vehicle depreciates on a daily basis through wear and tear and mileage placed on the vehicleTo our knowledge, Mr [redacted] ’s vehicle was repaired to pre-loss condition using all GM parts at a repair facility that he selected In a conversation on December 4, 2015, with MsO***’s supervisor, Audrey W [redacted] , Mr [redacted] ’s wife acknowledged that the dealership likely didn’t give an accurate account of the value since they wouldn’t put the information in writingMr [redacted] ’s wife also advised MsW [redacted] that he was considering getting an appraisal of the vehicleMsW [redacted] clearly advised Mrs [redacted] that we wouldn’t reimburse him for the cost of the appraisal, nor could she guarantee that it would change our positionMr [redacted] hasn’t provided any additional documentation regarding his DOV claimI'm sorry that Mr [redacted] doesn’t agree with our decision not to consider the amount he feels we owe for the DOV to his GMC DurmaxWe stand ready to settle Mr [redacted] ’s claim for $1, as previously offeredIf you have any questions, please call me at 1-303-334-Sincerely, Jennifer G*** Jennifer G*** Claims Manager

January 19, 2016Revdex.com Euclid Avenue, 4th FloorCleveland, OH Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance Company Ms [redacted] ,I’m writing in response to your letter dated January 14, I appreciate the opportunity to address Mr***’s concerns about his recent claim with us.Our liability investigation involved taking statements from the drivers, review of an operators report written by Mr***, and review of the photos of both the vehiclesMr [redacted] reported that the claimant driver, [redacted] ***, completed an improper lane change and struck his vehicleMr [redacted] stated Mr [redacted] attempted to flee the scene of the accident, but Mr [redacted] was able to chase and stop his vehicle shortly after impactIn Mr***’s statements to his insurance carrier and us, he denied involvement in this accidentWe reviewed photos of Mr***’s vehicle and concluded there was no fresh or evident damageWe also completed an estimate of Mr***’s vehicle and noted brown paint transfer to the front cornerThe damages to Mr***’s vehicle did not appear to be caused by Mr***’s dark gray vehicleThere was no police report, criminal citations or unbiased witnesses produced as evidenceMr***’s denial of impact, the lack of evidence and damages, which were not evidently reciprocal, lead us to determine that we did not have strong evidence to support his involvementWe concluded that an unknown vehicle that fled the scene of the accident hit Mr***Since liability was determined to be the fault of an unknown operator, we could not waive Mr***’s deductible for this lossBecause the estimate we completed was under Mr***’s $deductible, we closed the collision claim without pay.Since the receipt of this complaint, we have been made aware of new evidence, which could potentially reverse our liability decisionMr [redacted] has informed us there is a video from the scene of the accident and he is currently working with a [redacted] police investigator, who is reviewing the hit and run accusationAccording to Mr***, it is now possible that Mr [redacted] has been criminally cited for this lossWe have reopened our claim investigation, ordered a [redacted] Police Incident Report and are awaiting its receiptOnce received, we will review the additional evidence and revise our decision if warranted.I’m sorry for the inconvenience Mr [redacted] has experienced and appreciate his patience as we work to resolve his claimIf you have any question or concerns, please call me at 1-781-269-7617.Sincerely,Soribel H [redacted] Soribel H [redacted] Claims Supervisor

attachmentBusiness response copied and pasted below by Revdex.com staff ** 1/26/17:January 26, 2017Revdex.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 Advanced Insurance Company [redacted] ,I’m writing in reply to your inquiry dated January 8, I’m sorry if the billing history wasn’t clear and if we let them downI’m happy to take the time to explain in more detailWe did increase the ***’s rate when we couldn’t obtain a Motor Vehicle Report (MVR) from the state, which caused an increase of $As soon as we received a valid license number, we reversed the endorsement, which caused a decrease of $Because we increased and decreased the same amount the endorsements offset one another [redacted] never paid any portion of the $We sent notification to the ***s letting them know we needed updated license information and of the policy changes, which is our standard business practiceI’ve attached the notifications we sentPlease note, we don’t order MVRs every term, so we may not be aware that we need updated information until we order the MVR *image unavailable for copyWe inform our customers when we need updated information that may help them qualify for a lower rateI’ve attached the notification requesting occupation informationWe updated the ***’s occupation and employment information when we became aware of itGenerally, an endorsement is effective when our customer notifies usWe made an accommodation to backdate the change in the ***’s occupation and employment to December 8, 2016, which resulted in a decrease of $We split the credit up over the entire six-month policy period, or about $per month.*image unavailable for copyI understand that [redacted] is disappointed that our customer service representative was anything less than polite and helpfulBilling can be confusing and our representatives are trained to help our customers understand what’s going on with their accountIn this case, we fell shortWe should’ve taken the time to walk [redacted] through our online billing and help clarify how it worksp.2Because of the confusion we caused, I’ve made an additional accommodation to backdate the ***’s occupation and employment to all terms that are still available on our system, which dates back to December 8, We’ll send Coverage Summaries and a new Payment Schedule as soon as possiblePlease note that the credit on each term will vary based on how were rating policies at that timeWe’ll apply any credit to the current amount due.We do offer policy reviews at every renewal to ensure our customers are receiving the best rate possibleThe ***’s can call us at 1-800-776-and we’ll be happy to review their policy at any time I hope I’ve been able to clarify and resolve the ***’s concernWe appreciate them allowing us to be their insurance carrier since If you have any questions, please call me at 1-[redacted] .Sincerely, Jeff P***Jeff P***Consumer Relations Specialist

March 21, 2016Revdex.comEuclid Ave, 4th Fl.Cleveland, OH 44115Attn: [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 FEIN Number: [redacted] Ms [redacted] ,I'm writing in reply to your email dated March 12, 2016.Ms [redacted] quoted her policy online and didn't include Comprehensive coverage during that processDuring the quoting process, when she listed a lienholder and didn't include Comprehensive coverage, there was information that advised her that her lienholder may require this coverageIt's up to the customer to know what their lienholder requires.Ms [redacted] called us to purchase the policyWe reviewed her call to us when she started the policy, and we've confirmed there was no mistake made on our endDuring the call, Ms [redacted] advised that she did not want full coverage on her vehicleOur representative explained Ms***’s coverages line by line, which did not include Comprehensive coverage, to which there was no rebuttal and Ms [redacted] agreed with themAt the end of the call, her coverages were clearly explained and she agreed to what she was quoted, again with no rebuttal.Ms [redacted] electronically signed her Application for coverage which showed no Comprehensive coverage on her vehicleWe sent her two Coverage Summaries confirming there was no Comprehensive coverage on her vehicleAfter reviewing our file, our coverage decision will stand as isUnfortunately, there was no applicable coverage on the policy at the time of lossI'm sorry for any inconvenience Ms [redacted] has experiencedPlease call me with any questions at 1-440-910-7905.Sincerely, Ryan L***Ryan L***Claims ManagerEnclosure

September 6, 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 August 31, Thank you for the opportunity to clarify the situation.At the time of Mrs***’s inquiry, her next payment was due on September 4, Because our policy and billing system is real time/immediate, we cannot process changes with an advanced effective dateWe can only pend the change with a future effective date, which will then process on the actual date and make billing adjustments accordingly.Mrs [redacted] mentioned that she had some trouble trying to remove our automated payment option from the policy, and she’d like the opportunity to try this option againI’m sorry for the frustration and would be glad to personally help her arrange this payment option again when she is ready.Mrs [redacted] can contact me directly at 1-440-620-6943.Sincerely,Nancy A [redacted] Nancy A [redacted] Consumer Relations Specialist

January 19, 2016Revdex.com, IncEuclid 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 Advanced Insurance Company Ms [redacted] ,I’m writing in reply to your letter dated January 15, I appreciate the opportunity to clarify the situation.On August 10, 2015, Mr [redacted] reported a claim with usThe fact of the loss is that he hit a tire tread (retread) with the front of his vehicleThe damages to the center lower edge of Mr [redacted] 's vehicle bumper is consistent with the facts of loss as reportedHowever, the damage being claimed to the left front hub cap isn't consistent with the facts of lossTherefore, we are unable to pay for this as part of the lossI'm sorry for the inconvenience causedIf you have any questions, please call me at 1-520-918-SincerelyDavid S*David S*** 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I request a refund from September to February thank you The tuition bill clearly shows she moves into the dorm on that day