Progressive Corporation

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Thank you very much for your assistance with this matter.Cordially yours,Regards,
*** ***

November 10, 2016Revdex.com Euclid Avenue, 4th FloorCleveland, OH 44115 Attn: *** ***Re: File Number: *** File Name: *** *** Claim Number: ***Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Gulf Insurance
Company Ms***,I’m writing in response to your letter dated November 8, I appreciate the opportunity to address Ms***’s concerns in regard to liability and the service she received. On October 27, 2016, our customer, Mr*** ***, reported this accident stating that he rear-ended Ms*** pushing her into the vehicle ahead of her, owned by Mr***We assigned the claim to Owen C***That same day we spoke with Ms*** and obtained a recorded interview about the collisionFollowing that interview, we explained that we needed to contact the other drivers to resolve liability. On October 28, 2016, we spoke with Mr*** ***While we confirmed he rear-ended Ms***, he was uncertain if he pushed the two front vehicles togetherMrC*** determined at this time that we should speak with Mr*** to establish how many impacts he felt in order to finalize our liability investigation. Unfortunately, we were unable to locate a phone number for Mr***We sent Mr*** a letter on November 3, 2016, after obtaining an address from the license plate trace. On November 4, 2016, Ms*** did contact an uninvolved representative asking for a status update, which was not addressed the same day. On Saturday, November 6, 2016, Ms*** called again and asked for an additional contact, but our office was closed. On November 7, 2016, MrC*** discussed the situation with leadershipAt that time, we made the decision to move forward with the repairs to Ms***’s vehicleWe notified Ms*** of the status that same evening. We’ve scheduled an appointment with Ms*** to inspect her vehicle on November 10, 2016. I’m sorry for the inconvenience this has caused Ms***If you have any questions, please call me at 1-434-422-3554.Sincerely, Kris W***Kris W***Claims Supervisor

June 24, 2015 Revdex.comEuclid Avenue, 4th floorCleveland, OH 44115Attn: *** *** *** ***, I'm writing in reply to your letter dated June 8, 2015. On June 3, 2013, Comprehensive and Collision coverages with $deductibles were removed from the policy
at *** ***'s requestRental Reimbursement was also removed from the policy for a total premium decrease of $On June 18, 2013, Comprehensive and Collision coverages were added back on to the *** *** with $deductibles for a premium increase of $Rental Reimbursement was not added back to the policy. On June 28, 2013, *** *** replaced the *** *** with the *** *** involved in this lossThis included Comprehensive and Collision coverages with $deductibles and without Rental Reimbursement coverage for a premium decrease of $We sent Coverage Summaries after all of these changes outlining the coverages selectedWe also sent additional Coverage Summaries on August 28, 2013, February 21, 2014, August 30, 2014, and February 28, 2015, outlining the coverages on the policy, which did not include Rental Reimbursement coverageWe listened to the calls where the changes were completed and verified that Rental Reimbursement coverage was not requested. We completed our investigation and sent a Denial of Coverage letter to *** *** regarding the Rental Reimbursement coverage. I'm sorry for any confusion You can call me with questions at 1-302-781-3711.Sincerely,*** ***Claims ManagerEnclosures

I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Nothing in the response indicates any disciplinary actions on the way the supervisor yelled and argued with me or it does not indicate that they can do better as a businessHe acted very irrationally and one sided he was very cold and ignorant he should not be employed in a business where he interacts with the public.Also there was no mention on if the rental car would be paid for until I can find a replacementI am very disappointed with the business
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I read the response from Progressive insurance, I was never told anything about the sensor, I have been telling all the people that I spoke with concerning my *** was in reference to my back end on the right back side the same place I got hit, everytime I make a turn it keep up a lot of noise, they didn't fix it and that what it went to the shop in the first place foruntil this day I have not heard anything from them and don't think they willthey never call me when I call them many times beforeI think they should pay for my *** to go to the *** dealer, it work fine until I was hit, Thank you, Ms ***Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not feel I need to prove anythingIt was my car and if I want to sell it I don't permission from the insurance companyI didn't need their insurance so didn't pay on a month to month policyThey need to adjust the amount and not threaten me with collectionsThey got their money when I needed the coverageAt rates that were more expensive for paying monthly.
Regards,
*** ***

November 8, 2016Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: *** ***Re: File Number: *** File Name: *** *** Claim Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Max Insurance CompanyMs***,I’m writing in reply to your letter dated November 1, We appreciate the opportunity to clarify this situation*** ***, the repair facility that Ms*** chose to repair her vehicle, repaired the vehicle and returned it to her in pre-loss condition based on the estimate we completed for $1,I believe the estimate accurately assessed the damages to the vehicle, as the vehicle was repaired for that amount.It should be noted that we have no affiliation nor did we recommend repairs be completed by *** ***.If Ms*** feels any damages to her vehicle resulting from this loss weren’t repaired, we’re willing to re-inspect her vehicle at her convenienceWe can review the repairs completed and determine if any damages related to this loss weren’t considered in our appraisal and prior paymentWe can consider any documentation that she supplies, in reference to any damages her vehicle sustained because of this loss, that weren’t considered in our prior appraisal and prior paymentWe advised Ms*** that until we receive such documentation, we’re not able to make any additional payments.If you have questions, please call me at 1-315-401-3430.Sincerely,Michael RB***Michael RB***New York Property Damage Process LeaderConsumer Relations DepartmentWilson Mills Road, N71CMayfield Village, OH 44143Fax: 1-888-569-8942HYPERLINK "mailto:[email protected]" [email protected]

Attachment.Business response copied and pasted below by Revdex.com staff ** 1/18/17:January 13, 2017Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: *** ***Re: File Number: *** Customer Name: *** *** Policy Number: *** Policy
Type: Personal Auto NAIC Code: *** Company Name: Progressive Advanced Insurance Company *** ***,I’m writing in reply to your inquiry dated January 8, Thank you for the opportunity to clarify the situation I’ve included detailed billing of *** ***’s current policy to simplify the matterWe did increase *** ***’s rate when we couldn’t obtain a Motor Vehicle Report (MVR) from the state, but as soon as we received a valid license number, we reversed that charge*** *** never paid any portion of the $increaseWe also made an accommodation to backdate a change in Mrand *** ***’s occupation and employment effective 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. *** ***’s payments were originally $a month and reduced to about $a month after the $decrease I mentionedI’ve included her current payment schedule that shows an amount owed for February of $Because we needed to make several changes to her policy so close to the January due date, we were unable to take the January payment electronically, and we combined it with her February paymentBelow is a breakdown of what the February payment includes:January: $126.00 February $126.00Credit for December’s portion of the $endorsement -$ 14.51Payment due February $237.49I’m sorry if we gave *** *** any incorrect information, it wasn’t our intentionI hope I’ve been able to clarify why the current payment is $If you have any questions, please call me at 1-440-***.Sincerely, Jeff P***Jeff P***Consumer Relations Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Immediately after reviewing the response, I pulled up my policy on progressive's websiteI then pulled up my renewal documentationAs attached, my renewal documentation clearly shows the accident being included in my driving historyAs further stated on this legal document sent to me regarding my renewal, under Important notice subsection 2, "When we determine your rate, we consider the driving history for all drivers on the policyThe accidents and violations that we have considered are set forth in the Driving History section of your Declarations Page." Further followed by the statement of "Now, if one of the rated drivers has an accident or violation that is more than months old, and none of the drivers have had new accidents or violations, then we may be able to lower your rateYou don't have to wait until your next policy period begins to enjoy the savings! If you believe you qualify, call us at *** and ask for a mid-term driving history review." Please clarify the cost savings and the removal of this violation when all documentations and conversations with employees of Progressive indicate otherwise? Again, the resolution that will be accepted would be to back date the policy savings per the stated terms of Progressive's renewal documentation.
Regards,
*** ***

October 10, 2016Revdex.com Euclid Avenue, 4th FloorCleveland, OH 44115Attn: *** ***Re: File Number: *** File Name: *** *** Claim Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Advanced Insurance
CompanyMs***, I’m writing in reply to your letter dated October 3, 2016.Thank you for your inquiryWe have completed a review of the file, and believe we have an appropriate offer for downtime presented to Mr*** The initial accident report indicated our customer struck Mr*** ***’s unoccupied tractor, causing damagesOur Commercial Claim Representative, Belinda F*, was assigned the claim on August 24, 2016, and she explained to Mr***, as did Field Specialist Larry W***, that rentals were available in his area and that he could also proceed with the claim through his own carrier to mitigate his damages and loss of businessAt that time, Mr*** advised that he preferred to go through us and that he expected to be paid for his downtimeIt was again explained to Mr*** that he had the duty to mitigate his damages via rental options or by utilizing his own carrier to the extent that would benefit him and his business.We acknowledge there were delays in inspecting Mr***s’ vehiclesI personally called him and apologized for the delays and again reiterated that I would be interested in resolving his claimMr*** refused my offers to do so and demanded $8,The demand changed to an increased amount on my next call without documentationAt that point, Mr*** retained the services of an attorney, Mark Evans, to represent him and resolve the claimShortly thereafter we were advised that attorney Evans no longer represented him.Since the time this complaint was received, I have spoken to Mr*** to follow up and he advised that he hired a different attorney and that we would be hearing from that firm in the near future.When we do hear from them I will reiterate to them that, while I am interested in resolving this matter and acknowledge some delays in inspection, that Mr*** had a duty to mitigate his damages and that he has not provided us the documentation that would allow me to resolve the claim for the amount he is demanding.If you have any questions, please call me at 1-440-910-7892. Sincerely,Brian M***Brian M***Commercial Claims Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I haven't greed with their appraisal of my car and I told them I don't intend to take the payment
Regards,
Birhanu ***

November 2, 2015Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: *** ***RE: File Name: *** *** Claim Number: *** Policy Number: *** Policy Type: *** *** NAIC Number: *** Company Name: Progressive Casualty
Insurance Company*** ***,I'm writing in reply to your letter dated October 23, The following is a summary of our investigation On October 14, 2015, we received report of the accidentWe discussed the facts of the loss with *** ***She advised us that their travel trailer brake line caught fire and needed a towWe advised *** *** that Comprehensive coverage covers fire damage, so if the damages are covered under the policy, then the tow fees would be covered tooWe took a recorded statement from *** *** advising him of the same and that any fees associated with the tow would be taken care of. We discussed with *** *** the potential coverage issuesWe also advised that damages due to wear and tear and mechanical failures are excluded from coverage under his policyWhen we were speaking with *** ***, he advised the tow truck was still an hour away We did not advise him there would be coverage for the tow billWe specifically stated on two separate occasions that, “if” the damages are covered, then we can reimburse for the tow bill I'm sorry for the inconvenience the Keddys have experienceIf you have any questions, please call me at 1-*** Sincerely,Hamilton BHamilton B***Claims Supervisor

October 31,
Revdex.com
Euclid Avenue, 4th Floor
Cleveland, OH
Attn: Lou ***
Re: File Number: ***
File Name: *** ***
Policy Number: ***
Policy Type: Personal Auto
NAIC Number: ***
Company
Name: Progressive Casualty Insurance Company
MrT***,
I’m writing in response to your October 22, letterThank you for forwarding
MsQ***’s concerns about the cancellation refundI’ve reviewed the policy and appreciate the chance to explain the cancel process
When we cancel a policy, we divide the total cost into two categories: the cost for the period it was active and the cost associated with the period it wasn’t activeIn addition to earning the cost for the time the policy was active, we also earn 10% of the non-active period, because we processed the policy with the expectation that it would run its full term
MrC***’s policy didn’t run its full term, because he canceled it effective
September 20, (two days after it initially took effect)This is a daily, accelerated method of calculating earned premium on cancellations, not a cancel fee, and is explained on page of the Policy Contract we sent to MrC*** with his new policy documentsI’ve enclosed a copy for your review
We charged MrC*** $for coverage from September 18, 2017, to
September 20, He paid $3,554, leaving a refund of $3,
I hope this clears up the misunderstandingIf you have any questions, please call me at ***
Sincerely,
Rose S***
Rose S***
Consumer Relations Specialist

(The following was copy/paste by Revdex.com staff, LST)***July 18, 2017Revdex.comEuclid Avenue, 4th FloorCleveland, Ohio 44115Attn: *** *** RE: File Number: *** File Name: *** *** Policy Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name:
Progressive Select Insurance Company*** ***,I’m writing in reply to your July 13, inquiryThank you for letting me know about *** ***’s past due balance concernsI’ve reviewed the policy and appreciate the chance to provide some additional details about why there’s a balance due of $747.90.When the ***’s purchased their policy, they let us know they maintained liability insurance prior to the start of their policyFor this reason, the policy included a Prior Insurance DiscountIn order to keep this discount, we asked the ***’s to provide us with a copy of their prior insurance documentationBecause we never received this information, the Prior Insurance Discount was removed the policy, causing an increaseWe mailed copies of the revised policy along with a letter explaining why the policy price increased. On April 23, 2017, we mailed a bill for $809.89.On May 1, 2017, we mailed a Cancel Notice letting the ***’s know the policy would cancel effective May 16, if we didn’t receive their payment of $809.89.No payments were received, and the policy canceled May 16, 2017.On May 17, 2017, we mailed a Final Bill letting the ***’s know a balance of $remained dueVerbiage on this documents confirms the balance would be turned over to a collection agency if not paid within days of the notice date.On May 18, 2017, we sent an email confirming the policy canceled with a balance dueThis email also lets the ***’s know the balance would be turned over to a collections agency.I apologize for the lack of customer service *** * received from the collection agencyBecause they’re a third-party vendor, and work independently from us, I’m unable to address *** ***’s concerns about their screening process*** *** may wish to contact a manager at *** *** *** to discuss her concerns with their process. I’m more than willing to help the ***’sIf they can provide me with a copy of their liability insurance in effect from August 23, through February 23, 2017, I can make the necessary adjustment to the policy, and balance duePlease make sure the documentation includes policy effective/expiration dates, and coverage limits. I hope this information helps the ***’s understand why there’s a balance due, and the collection process. Please don’t hesitate to contact me at *** with any questions.Sincerely,Eva D***Consumer Relations Specialist

Per Revdex.com phone conversation with consumer:Complaint is resolved Company called consumerThey will be providing a rental car while additional repairs are being made to his vehicle

June 2, 2016Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: *** ***Re: File Number: *** Customer Name: *** *** Claim Number: **-*** Policy Number: ***Policy Type: Personal AutoNAIC Number: ***-***Company Name: Progressive
Direct Insurance CompanyMs***,I'm writing in reply to your letter dated May 28, 2016.In order for us to investigate the claim submitted by Mr*** for the theft ofhis Chevrolet Tahoe, that was burned and recovered, we need hiscooperation.On May 12, 2016, when Mr*** reported this claim, we spoke with him andobtained his statement regarding his facts of lossWe advised him of the claiminvestigation process and the Progressive Forms he’d need to completeWeexplained all of the forms at that time.On May 20, 2016, we sent an email to Mr***, further explaining the formsneeded to assist in the claim investigationThe forms attached in the emailincluded: an Authorization for Disclosure of Consumer Information, Consent toDisclose and Release/Permission to Remove from Vehicle or Watercraft/Permissionto Move Vehicle, Authorization for Technical Inspection and Permission to Removefrom a Vehicle or Watercraft, Permission to Move Vehicle, Permission to RemoveData From the Keys to the Vehicle, Permission to Remove Data from the Vehicle,Police Report Authorization, Non-Permissive Use formWe asked that Mr***promptly complete the forms in their entirety and mail them to our claims office.As Mr***’s spouse, Natalya, is considered an insured under his policy, wealso requested an Authorization for Disclosure of Consumer Information from her.We inspected Mr***’s vehicle on May 24, We spoke with Ms***to obtain her facts of loss and spoke with or attempted to contact other parties whoare material to the loss.As of May 27, 2016, Mr*** hasn’t returned the executed forms to usWesent a follow up letter to him that day requesting his cooperation with the claiminvestigation and return of all of the formsWe also requested Mr***’s cellphone records from May 10, through May 14, All of these documentsare reasonable for the claim investigation.To expedite the claim investigation process, the claim representative handling theclaim also delivered a packet to Mr***, which included a copy of the letter onMay 27, 2016, and additional copies of the forms we sent originallyThe claimrepresentative spoke with Mr*** on May 27, They again madeMr*** aware of the need for him to return the forms and reasonablyrequested documentation, which included his cell phone records and proof of theadditional custom parts and equipment on his Chevrolet Tahoe.Mr*** is a valued customer and we’re sorry for any inconvenience he and hisfamily are experiencing due to this claimWith his cooperation, we can continue toprocess and investigate his claim.If you have any questions, please call me at 1-952-562-6950.Sincerely,***ery MM***ery MM***Claims Supervisor

(The following was copy/paste by Revdex.com staff - LST)***Complaint ID: ***Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below.I would love to bring this to a close as well, however words have been slightly put in my mouth by progressive agentI have accepted that they have finally received my car in for repairs and gave me a rental, however I have not told anyone that I had been totally satisfied, they never said rather they would waive $bill sent me in mail after refusing my payment May 27th which would have been for June, thinking I still had coverage through them only to find out I was dropped due to my claim and I had to find coverage right away to keep my vehicles insured per the state law and that cost me so why I am paying them too and they dropped me for upcoming June month at the time!? Also I was not given the body shop representative number to keep in touch I was told by progressive agent that they would update me daily on the repair strategies it would take to get my car back in excellent condition so that I may be satisfied in the end but I haven't heard anything just their response back to Revdex.com claiming I was totally satisfied and that's not quite there yetI was told at the shop they may have to cut into the body of the car but no definite back on that and that they may replace the bumper or just repair and no definite on which yet!? I want if they cut into the frame to repaint the whole car not just spot paint because that will be noticeable and I highly don't want that I want my car back just how it was and I told him I prefer the bumper be replace totally to look back in excellent condition how my car was ....however I was told when the work would be finished 6/ 23/by the progressive agent ,but no kind of updates yet so not ready to close this out, need to see what my car will look like once they are done to make sure I am indeed totally satisfied since they are not keeping me updated as promised, the making me seem difficult when it comes to reaching me but I am not as I mention in my last letter I am a bus driver can't talk while bus in motion nut I have given times I am available and they choose to call outside of that most of time and when I call back I can't reach them…….but hopefully things go well and I hopefully get my car back in the excellent condition it ordinal was and bring the to a close but until then…..Thanks Revdex.com again for all your help!Regards,Pamela ***

Consumer Relations Department Wilson Mills Road, N71C Mayfield Village, OH 44143 Fax: 1-888-569-8942 [email protected] August 31, 2015 Revdex.com Euclid Avenue - 4th floor Cleveland, OH 44115 Attn: *** *** Re:
File Number: *** Customer Name: *** *** Policy Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Premier Insurance Company ** *** *** ***, I'm writing in reply to your letter dated August 23, 2015. When *** *** called us on August 11, 2015, he advised he had a bad customer service experienceOur representative apologized, but *** *** wasn’t willing to explain what happened and he ended the call. *** *** was a valued customer since and I'm sorry for his frustration Resolution Representative Heidi D** *** left him a voice message today asking that he call her at 1-440-*** to discuss his poor customer service experience. Sincerely, Dona R*** Dona R*** Consumer Relations Specialist 1-440-***

February 24, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115Attn: *** *** Re: File Number: *** File Name: *** *** Policy Number: ***Claim Number: *** Policy Type: Personal AutoNAIC Number: *** Company Name: Progressive
Select Insurance CompanyMs***, I’m writing in reply to your letter dated February 19, We appreciate the opportunity to clarify the situation.Mrs***'s policy includes Personal Injury Protection (PIP) benefits of up to $10,per person with a $1,deductible per personAdditionally, the policy included Medical Payment coverage in the amount of $1,per person. On July 2, 2015, our Claims Representative, Ross T***, spoke with Mrs*** to explain how her policy coverages would be applied toward the medical bills incurred by her husband and daughter as a result of the accident and included a discussion of the deductibleMrs*** indicated she understood what was discussedBy selecting the deductible Mrs*** assumed responsibility for the first $1,in medical bills for each injured party.On February 17, 2016, Mrs*** called and spoke to our Medical ClaimsRepresentative, Lindsey Adams along with her Supervisor, Christine R***They again explained the deductible. The following amounts were paid:*** *** PIP $1,MP $ *** *** PIP $ MP $ 155.90We provided an Explanation of Benefits to Mrs*** to help her understand what was paid as well as the amounts she is responsible for.If you have any questions, please call me at 1-407-618-8677.Sincerely,Donna H***Donna H***Medical Claims Manager

March 21, 2016Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: *** *** Re: File Number: *** Customer: *** *** Claim Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Direct Insurance
Company Ms***,I'm writing in reply to your email dated March 10, 2016.Claims Representative Tiffany Holan contacted Mr*** on March 17, 2016, and resolved his concernsMr*** has been reimbursed in the amount of $for travel and rental car expenses he incurred as a result of the accident that took place on December 24, 2015.I'm sorry for any inconvenience that Mr*** has experiencedPlease call me with any questions at 1-702-570-4827.Sincerely,Jason R***Jason R***NV Claims Manager