Progressive Corporation

(The following was copy/paste by Revdex.com staff - LST)***September 22, 2017Revdex.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 Casualty Insurance Company Mr [redacted] ,I’m writing in reply to your letter dated September 16, I appreciate the opportunity to explain the reasons why Mr [redacted] ’s policy has changed in rate and what we can do to help himI hope the following information is helpful to both you and to Mr [redacted] .As with all our new business, our process is to verify the information provided to us during an ApplicationWe asked Mr [redacted] to contact us before September 23, 2017, to verify household members that he indicated should not be covered on our policy, by providing a copy of their insurance declaration page showing that each one of those drivers have bodily injury and property damage liability coverage with another companyIf proof hasn’t been sent, we may be required to add these drivers or cancel the policyThe other policy verification is required by October 3, This is a general verification to ensure that we are adequately rating his policyWe want to make sure that all the information that he provided to us is accurate and that the rates he is paying is the lowest possible for himI wanted to clarify that Mr [redacted] ’s policy was originally sold at $2,for six months, and on August 31, 2017, we adjusted the Personal Injury claims from to 1, based on total number of accidents resulting in injury within the last monthsThis change caused an additional increase of $to the policyThe total cost of the policy, as of today, is $3,350.I understand how confusing insurance can be, and I’d be happy to help Mr [redacted] If he is able to provide the information that we need, I’d be happy to make certain the cost of his policy is fair and adequateI can be reached at [redacted] Sincerely,Rose V [redacted] Consumer Relations Specialist Sr

November 7, Revdex.com Euclid Avenue, 4th Floor Cleveland, OH 44115-Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance Company MrT [redacted] I’m responding to your letter dated October 31, Thank you for the opportunity to clarify the situation I understand that MsO [redacted] would like an immediate settlement of her injury claimWe’ve accepted responsibility for this accident and are committed to working with MsO [redacted] to reach an agreed settlement This accident occurred on May 24, 2017, and we’ve been in continual contact with MsO [redacted] regarding her injuryWe are currently in the process of evaluating her injury based on her medical records and treatmentWe are also requesting information to document MsO***’s loss of wages to help validate her missed work because of her injuries I’m sorry for the inconvenience that this situation has caused MsO*** If you have any questions, please call me at [redacted] Sincerely, Ryan P [redacted] Ryan P [redacted] Claims Manager

(The following was copy/paste by Revdex.com staff - [redacted] September 29, 2017Revdex.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 Universal Insurance CompanyMrT [redacted] Thank you for your letter dated September 25, I appreciate the opportunity to address MsA [redacted] s concerns.As a consumer myself, I can understand that it can be very upsetting to see a bill that is significantly higher than your used to payingThis increase resulted from Terrance A [redacted] (unlisted driver) being added to the policy following a claimWhen he was added to the policy, he had three at fault accidents that significantly increased the cost of the policy.On July 14, 2017, MsA***’s policy expired with a remaining balance of $On July 16, 2017, we sent a Final Bill with a due date showing upon receipt for the coverage that we’d already providedOn July 23, 2017, we received a payment of $On August 6, 2017, we sent another notice due upon receipt for $to avoid collectionsOn August 20, 2017, we received a payment of $This left a balance of $310.We thank MsA [redacted] for the payments that she made after her policy expiredUnfortunately, we can’t make payment arrangements on a policy that isn’t activeWe want to be sensitive to our customer’s needs, so we don’t turn accounts over to collections immediatelyMrsA***’s account wasn’t forwarded to Credit Collection Services until August 25, 2017, which is days after the payment was due.I hope this helps MrsA [redacted] to understands why the account was forwarded to collectionsIf you have any questions, please feel free to call me at [redacted] Sincerely, [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 Regards, Tiffany Allen

(The following was copy/paste by Revdex.com staff - LST)***February 15, 2018Revdex.comEuclid Ave., 4th Fl.Cleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] Customer Name: S [redacted] T [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: United Financial Casualty CompanyMrT [redacted] ,Thanks for sharing MsT [redacted] 's concerns about her son, [redacted] , being added to her policyI've reviewed her policy to explain what happened.MsT [redacted] quoted and purchased her policy online to be effective July 25, 2017, to January 25, Her six-month rate was $for herself as the only driver on the policy, and a Toyota Prius.On October 20, 2017, and November 3, 2017, we sent her notification about [redacted] getting his license and the next steps to follow (copies are attached)When we didn't receive a response, we added [redacted] to the policy effective November 23, We require that any relative of legal driving age (years old), who lives in MsT [redacted] 's home, even if that person doesn't drive the vehicle be listed on her policy.MsT [redacted] requested that we remove [redacted] from her policy, and provided a copy of his driver's license and his W-StatementEach of those documents shows his address as the same one listed on MsT [redacted] 's policyTherefore, we cannot remove [redacted] from the policy or issue a refundI know this isn't the outcome she expected, and I'm sorryMsT [redacted] 's policy expired effective January 25, 2018, with a balance due of $This is for coverage we provided up to the expiration dateTo avoid this balance being referred for collections, she can call us anytime to make the payment at [redacted] or mail it with the Payment Coupon previously provided.I hope this has helped explain what happened on her policyPlease feel free to call me with any questions at [redacted] Sincerely,Sharon DS***Sharon DS***Consumer Relations Specialist

January 18, 2016RevDex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Policy Number: [redacted] Policy Type: Personal AutoNAIC Number: [redacted] Company Name: Progressive Gulf Insurance CompanyMs.... [redacted] , I’m writing in reply to your letter dated January 15, 2016. We appreciate the opportunity to clarify the situation.Ms. [redacted] purchased this policy on December 3, 2015. During the final underwriting process we confirmed Ms. ***’s prior policy with us, written under policy [redacted] was non-renewed for multiple claims within the most recent 36 month period.As a result of our findings, we issued a Cancel Notice for Ms. ***’s recent policy. We issued the Cancel Notice in accordance with the requirements by providing a ten day notification. The Cancel Notice was issued on January 5, 2016 letting her know the policy would cancel on January 15, 2016. The first 60 days of a new policy period is referred to as the Free Look Period. During the Free Look Period, we review policies and take necessary action such as cancelling a policy we determine is not acceptable. In this instance, we determined Ms. [redacted] had a prior policy that was non-renewed for underwriting reasons making the most recent policy unacceptable. Unfortunately we are unable to comply with Ms. ***’s request to reinstate her policy.If you have any questions, please call me at 1-440-620-6941.Sincerely,Eva D [redacted] Eva D [redacted] Consumer Relations Specialist

MrT [redacted] Attached is our response Thank you, Rose S [redacted] Consumer Relations Specialist [redacted]

[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] , and find that this resolution is satisfactory to me Regards, Isatu K***

(The following was copy/paste by Revdex.com staff - LST)***March 8, 2018Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Claim Number: [redacted] NAIC Number: [redacted] Company Name: Progressive Direct Insurance CompanyMr [redacted] I’m responding to your letter dated February 11, Thank you for forwarding MrB***s’ concernsI’m sorry to hear that he’s disappointed with our service.After MrB***s sent us the information about his claim through our Mobile App, our system generated an automatic replyWe’ve reviewed the screen shots of the notifications that MrB***s sent us from his phoneHe first received confirmation that we had received his information through our Mobile App, on February 10, 2018, at 4:p.mThe secondary email that we sent provided information, such as the claim number, and details about how MrB***s could reach his claims representative directlyThis email was sent on February 11, 2018, at 10:a.mOur automated initial response does let the customer know that they will receive a secondary email in the next few hours; however, this timeframe varies depending on the volume of claims we receive at any given timeI know MrB***s feels otherwise, but we believe the secondary email was sent in an acceptable timeframe We also try and set the expectation that a representative will reach out to the customer by 5:p.mthe next business day (our Claims Department is closed on Sunday), which we did meetWe took a recorded statement from MrB***s on Monday, February 12, 2018, at 10:a.mHis vehicle has already been repaired and ret***ed to him as of February 20, I understand that this is not the answer MrB***s was hoping for, but we respectfully decline his request to reimburse or waive his deductible.Should you have any questions, please contact me at [redacted] Sincerely,Rebecca M***Rebecca MullenNational Claims Unit

(The following was copy/paste by Revdex.com staff - ***)***August 9, 2017Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] ID Number: [redacted] Claim Number: [redacted] Policy Number: [redacted] Company: Progressive Insurance CompanyMr [redacted] ,I am writing in response to Progressive Insurance Company’s letter dated August 9, I have reviewed the document and will expound on the inaccuracies, lack of documentation, inconsistencies with recorded calls and negligence on behalf of Progressive Insurance.On August 10, I placed a call to Progressive Insurance to change my automobile insurance policy from an Illinois policy to a Missouri policy On August 10, Progressive Insurance was to provide me comprehensive, medical, collision and liability insurance Progressive Insurance was negligent and did not provide me medical, comprehensive and collision insurance My call on August 10, will prove that Progressive Insurance failed to provide me medical, comprehensive and collision insurance How convenient it is that Kevin [redacted] is “unable to locate that specific call in 2012.” The call on August 10, will show Progressive’s liability and negligence thus being the reason they are unable to locate the call On August 9, at 10:am I spoke to Progressive claims representative Justin and he informed me Progressive Insurance keeps calls indefinitely Justin informed me that Progressive keeps calls five years, ten years and longer Further Justin informed me that there is still a request in to Kevin [redacted] for me to review the call on August 10, Additionally, I have requested to review the call on August 10, and asked for transcripts from the call and Progressive has not responded to my requests Since Progressive keeps calls indefinitely Kevin [redacted] better look harder to locate the call.On July 28, at 10:22am I spoke with Progressive representative Katrina and we discussed my call which was placed to Progressive Insurance on August 10, Katrina acknowledged and agreed Progressive was at fault for not providing collision, comprehensive and medical coverage Will Kevin [redacted] be able to find this call to review or will he be “unable to locate this specific call” since it contains liability for Progressive insurance and shows Progressive Insurance’s continued negligence along with the call on August 10, 2012.Finally, there would be no discussion of incorrect policy documents that Progressive sent me if Progressive Insurance company was competent in providing me the coverages of collision, medical and comprehensive.One simple way to resolve this situation is to review the call on August 10, and provide me transcripts from the call on August 10, Kevin [redacted] and Progressive Insurance is avoiding reviewing this call with me and providing me transcripts as it will show Progressive’s liability and negligence.I have made this request several times, provide me a voice copy of the call on August 10, in which Progressive insurance failed to provide me comprehensive, collision and medical coverage Additionally, provide me transcripts from the call on August 10, and all other calls binding, changing, renewing or creating a new insurance policy with Progressive Insurance.If you have any questions I may be reached at [redacted] .Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10930908, 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.] I am unable to afford the new rate Progressive has assignedThe representative specifically told me since I set the online account up on the iPad the notification wouldn't have come up to view the documentMeanwhile If I am unable to get the original quote of $a month (right now they have a balance of $636) I will have to cancel the policy & go elsewhereIn the event this does happen I wish to be fully refunded I'm already paying double the price for Car InsuranceBest Regards, [redacted] ***

October 6, Revdex.com Euclid Avenue, 4th Floor Cleveland, OH 44115-Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance Company Mr [redacted] , I’m responding to your letter dated September 29, Thank you for the opportunity to address [redacted] ’s concerns about his initial policy quote and the increase due to the changes when we verified his information via his Motor Vehicle Report (MVR) and Claims Loss Underwriting Exchange/claims history report (CLUE) [redacted] called us on September 26, for a quote on his auto policy, homeowner policy and umbrella policyThe first quote provided was his auto policyOur Sales Representative secured all the vehicle, coverage and driving history informationWhen we asked [redacted] about his claims history in the past five years, he disclosed one windshield/comprehensive claimWhen we asked him about accidents, he replied, noneWhen we asked him about tickets or violations, he stated that he received a ticket for a taillight that was out, but stated that he went in front of a judge and that it was a non-moving violationOur representative didn’t note the quote because there was nothing to match a violation for a non-working tail light, and [redacted] stated it was a non-moving violationThe representative agreed to quote including all the discounts (Multi- Policy and Paid in Full) was $ [redacted] indicated at that point he would need to see what our quote was for both the home owners and umbrella policy before purchasing At that point, [redacted] was transferred to a Sales Representative for his home owners and umbrella policy On September 27, 2017, [redacted] called to go over the auto policyOur representative went over the coverage in detail, and when the MVR and CLUE reports were verified, she relayed the price to [redacted] as $She explained that the CLUE report revealed two comprehensive claims, when he only reported one on the quote, and his MVR revealed an Operating Unsafe Vehicle violation, which they both agreed was most likely the tail light citation that [redacted] described [redacted] disputed that this should be charged as a MMV/minor moving violation, however, our rule filing with the state recognizes a violation for Operating an Unsafe Vehicle as a minor moving violation and a surcharge is applied Later in the day on September 27, 2017, [redacted] called to ask for assistance in signing the paperwork for his home owner’s policy and umbrella policy, and to let us know of a typo error in the spelling of his street informationAt that time, the auto policy price was not yet adjusted to the $price, because it can take a few hours for our system to refresh and recognize the bundle of policies (auto/home owners/umbrella) and apply the Multi Policy DiscountAt that point, [redacted] became upset at the time it was taking for the price to reset for the policy discounts On September 28, 2017, [redacted] called us to let us know he was unsatisfied with the policies and requested cancellationWe cancelled the policy and he was provided a full refund If you have any questions, please call me at [redacted] Sincerely, Nancy A [redacted] Consumer Relations Specialist

Attached is our response

Consumer sent the following response:Yes I sent you two numbers and they were from [redacted] not Progressive one was their corporate office and one was a branch in Mayfield OhioAnd they both stated that no payment comes straight to them and they don't process postmarksNow Ms [redacted] could you call [redacted] and I quite sure they will tell you what they told meAnd progressive story has changed from when they said my payment was received on the 4th of January and now all of a sudden my payment goes straight to the bankWhich is not true

(The following was copy/paste by Revdex.com staff - LST)***September 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 Number: [redacted] Company Name: Progressive Advanced Insurance Company Ms [redacted] ,I’m writing in reply to your letter dated September 19, In reviewing [redacted] ’s concerns, I’m not able to resolve her issues because more information is neededI reviewed the policy notes, phone calls and claim notes to verify where the problem occurred, and I haven’t been able to find out anythingI’ve called and left voicemail messages for her to please call me so that I can help her with this situationHowever, I haven’t received a response to my calls.If I can get the information needed, I’ll gladly respond to her concernsIf you should have any questions, please call me at [redacted] Sincerely,Annie D***Consumer Relations Specialist

April 8, 2016Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Code: [redacted] Company Name: Progressive Specialty Insurance Company Ms [redacted] ,I am writing in reply to your inquiry dated March 31, Thank you for the opportunity to clarify the situationI understand Ms [redacted] ’s frustration during this process, but we have not received documentation indicating the value of her vehicle diminished due to the accidentShe is asking for pre-payment toward a potential and unsubstantiated loss.All of Ms [redacted] ’s claims of diminished value are still speculative:If her car would receive less in trathan she speculates she is entitled to, then what documentation is there that this diminished value is a result of the accident? If we returned the vehicle to pre-accident condition after repairs, which Ms [redacted] indicates happened; a diminished value would not existWhat is Ms [redacted] basing the perceived value of her car on, other than speculation about the trade in value pre and post-accident? Travalue does not necessarily equal market valueMarket value specifically takes options like mileage, condition, etcinto accountDuring a trade in, these are not specifically consideredIt is appropriate to consider a car’s market value, rather than its travalue, if we were to consider a diminished value claimMs [redacted] has not provided documentation that her vehicle is on [redacted] , which is the primary basis of Ms [redacted] ’s claimWe will continue to consider Ms [redacted] ’s claim if documentation is providedAt this time, Ms [redacted] has not proven diminishment of valueIf you have any questions, please call me at 1-484-714-3331Sincerely, Bobbi B [redacted] Bobbi B [redacted] Claims Manager

August 23, 2016Revdex.comEuclid Avenue - th floorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal AutoNAIC Number: [redacted] Company Name: United Financial Casualty CompanyMs [redacted] ,I'm writing in reply to your follow up letter dated August 16, I’m sorry it I wasn’tclear and I hope this explains the situation better for Ms [redacted] .It’s Mr [redacted] ’s responsibility to make sure the funds are in the account at the time ofeach withdrawalWe aren’t responsible if they receive overdraft charges if they don’t haveenough money in the account when the bank puts through our withdrawal and otherpayments or withdrawals.I don’t have the actual figures, so I’m providing the following “hypothetical scenario” toshow that regardless of whether the bank took out the $on July 28, 2016, or if theytook it out on August 1, 2016, the account would still be less that amount onAugust 1, 2016, which is when Ms [redacted] says the account over drafted.July 27, bank balance: $100.41July 28, withdrawal: -$49.41Balance in the account: $60.00July 27, bank balance: $100.41August 1, withdrawal: $49.41Balance in the account: $60.00As you can see, regardless of which date the bank took out the funds, the account wouldstill be less the $on August 1, 2016.Sincerely,Dona R [redacted] Dona R [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 total damages to the vehicle were beyond the $deductible and the window repairI have full coverage on this vehicleMy $radar detector, included in the police report, and designed for use in a vehicle only and does not function outside of a vehicle, was taken My homeowners insurance, through the -same company (also progressive)- said it MUST go through the auto policy as it has no function outside of a vehicle and was installed in the car The window repair, in addition to the repair at ***, goes beyond $with a $deductible Progressive has agreed to pay $ Regards, Austin ***

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 business response contains only half truthsI declined to fix my vehicle, because Progressive told me that I would have to front ALL repair costs until the claim was settled at which point Progressive would reimburse meI'm very happy that I made this decision as I would be out thousands of dollars for a very long time considering Progressive's lack of ability to do their jobThey may have called their representative and said it may take days for a police report to be filed, but that is not the case with this police report and Progressive knows itThe police department has told multiple representatives at Progressive that the report is ready!!! [redacted] the case manager acknowledged that the police department told them it was ready yet the "Progressive process" is to use some cheap and ineffective third party vendor that collects accident reports for them, that clearly doesn't workI reject any statement indicating that Progressive has fulfilled their obligations as my insurance company, that I PAY FOR, and I find them negligent and unreasonable in their efforts to resolve this claimI want full transcripts from every phone call, as I will continue to pursue my options within the fullest extent of the law Regards, Jarryd T***

Please see our response and supporting documentation Thank you!