Progressive Corporation

February 16, 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 Marathon
Insurance Company Ms***,I’m writing in response to your letter dated February 9, I appreciate the opportunity to address Mr***’s concerns and clarify the situation.This complaint is in regards to the above referenced claim on our customer* *** ***’s policy for a *** **On January 4, 2016, we assigned the claim to Chasity J***. On January 5, 2016, MsJ*** spoke to Ms*** who advised us that *** *** is the titled owner of the *** ** and he does not reside with her at the policy addressThe electronically signed Application for Insurance only had Carmen *** as a listed driver on the *** **After initial review of the policy, we found some discrepancies for the address between our policyholder* *** *** and *** *** at the time of our policy inceptionMr*** was never listed on Carmen ***’s policy. On January 5, 2016, MsJ*** spoke with Mr*** and explained that we would need to complete a coverage investigation.On January 19, 2016, we transferred the claim to Kevin S*** for the coverage investigationMrS*** attempted to contact Ms*** via phone and left a voice mail message. On January 26, 2016, MrS*** sent Ms*** an email to CJ***@GMAIL.COM in an attempt to go over the policyMrS*** received an email from Mr*** the same day stating that he already provided all the details needed for the claim. On January 28, 2016, MrS*** made phone contact with Mr*** and advised him of the coverage investigation and what documents we needed from both him and Ms***.On January 29, 2016, we sent a certified letter to Mr*** for the required documents needed to assist coverage for the claim and to inform him that we are handling the claim under a Reservation of Rights. On February 9, 2016, MrS*** spoke to Mr*** to follow up on the documents neededOn February 10, 2016, Mr*** provided a couple of the documents requested, including a screen shot of an Authorization for Disclosure of Consumer Information and pay statements, which did not include an address for Mr***. On February 12, 2016, we received a screen shot of Mr***’s Wform with his address listedWe still need the following documents in order to complete our coverage investigation.Physical bank and credit card statements from November 2015A copy of the front and back of the driver’s license for all partiesCopies of the cell phone bills from Oct***r, November and December 2015Any utility bills in Mr***’s name, regardless of the address from Oct***r, November and December 2015Physical pay stubs from Oct***r, November and December 2015 If we afford coverage, we will schedule a re-inspection to ensure we capture all of the damages from this loss. If you have any further questions, please call me at 1-269-459-3457.Sincerely,Kristine Y***Kristine Y***Claims Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

May 17, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: *** ***Re: File Number: *** Customer Name: *** * *** Claim Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Direct Insurance CompanyMs
***,I am writing in reply to your inquiry dated, May 16, Thank you for the opportunity to clarify the situationThe complaint arises from an accident that occurred on May 11, that involved our customer, *** *** On May 12, 2016, Ciera Hatch, our claims representative, informed Mr*** that his policy 38699691-8, didn’t have Rental Reimbursement CoverageShe scheduled an appointment for Mr*** to have his vehicle inspected that same day at the Progressive Mayfield Service CenterIt wasn’t until Mr*** was getting his vehicle inspected at the Progressive Mayfield Service Center that he mentioned he thought he had coverage to get a rentalHe also expressed he was upset that when he added the *** *** in November 2014, he was not informed he didn’t have the coverage or wasn’t given the opportunity to add it to the policy.*** C***, Ciera’s supervisor, talked to Mr*** over the phone and explained he didn’t have the coverage and we wouldn’t be able to provide payment for a rental while his vehicle was being repairedAt that time Mr*** asked to be transferred to ***’s manager, but I was out of the office at that time*** called Mr*** right back and advised we would complete a coverage investigation and pull the Policy Services call to confirm what was discussed at the time he added the vehicle *** authorized for Mr*** to be placed in a rental during the investigation Mr*** was satisfied and left the Progressive Mayfield Service Center in a rental On May 17, 2016, *** reviewed the call from Policy Services and confirmed Mr*** was not informed he didn’t have Rental Reimbursement Coverage or was offered the coverage at the time he added the *** *** to his policy Based on this new information, *** authorized rental for Mr*** while his vehicle is currently being repaired at the Progressive Mayfield Service Center Mr*** was informed of our decision that same day and happy with the resolution and handling of his concern In regards to *** berating and laughing at Mr***, that was definitely not ***’s intentI called Mr*** on May 12, 2016, after he spoke to *** for the second time, and apologized for his experience and advised I would monitor the claim until his concern was resolved. If you have any additional questions or concerns, please call me at 1-567-336-4410.Sincerely,Julie C***Julie C***Claims Manager

(The following was copy/paste by Revdex.com staff - LST)***November 13, 2017Revdex.comEuclid Ave, 4th FloorCleveland, OH 44115-2408Attn: *** ***
Re: File Number: *** Customer Name: *** *** Claim Number: *** Policy Number: *** Policy Type: Personal
Auto NAIC Number: 155-Company Name: Progressive Universal Insurance CompanyMrT*** Thank you for sharing MrD***'s concernsI've reviewed our file to explain our claim handlingI hope this information is helpful.Our customer, *** ***, MrD***'s wife, was involved in a single vehicle accident on July 11, She was driving a BMW 330i when she struck a deerWe deemed the vehicle a total loss and extended an offer of $4,to MrD***, based on the fair market valueThe fair market value was derived utilizing *** *** *** *** vehicle valuation division. MrD*** doesn't agree with this settlement offer and questioned our valuation, specifically comparable vehicle threeWe sent a copy of the valuation to MrD*** (and I’ve enclosed a copy for your review). We also reached out to the dealership regarding comparable vehicle three and confirmed this vehicle didn't have any damage as indicated by MrD***We completed a local market search utilizing *** and confirmed our comparable vehicles were in-line based on the local marketWe also ran *** and the clean retail value is $5,We made a concession of $to resolve this total lossMrD*** feels his vehicle is worth $10,000. He hired appraiser Seth S*** of Fresno, CaliforniaWe spoke with MrS*** on October 16, He indicated that he completed the appraisal based on photos and comparable vehicles submitted by MrD***He confirmed that he never inspected the BMW 330i and didn't complete an independent market search He went by what MrD*** submittedMrS***' appraised value is $8,075. We advised MrD*** that if he wanted to use the Appraisal Clause in his policy, he needed to appoint a competent appraiserThis competent appraiser will need to complete an independent appraisal of the vehicleWe've hired *** *** *** and are currently waiting for the vehicle inspection to be arranged between the appraiser and MrD***.I want to assure MrD*** that we have every intention of indemnifying him for his collision claimThere have been delays due to us being unable to reach MrD*** on several occasionsWe issued payment to him for the owner retain salvage amount, as we didn’t hear from him after our contact attemptsWe began reinvestigating this claim once we heard from MrS***. We look forward to working with MrD*** to resolve his claimIf you have any questions, please call me at ***Sincerely,*** ***Jolene M***Iowa Claims Manager

July 7, 2015Revdex.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 Advanced Insurance Company*** ***,I’m writing in reply to your letter dated July 1, 2015.As we’ve previously communicated to *** ***, it’s our goal to settle all claims fairly, accurately, and in compliance with all *** *** *** Insurance Regulations*** *** sites Insurance Regulation 64, section (a) and (b) (2)My review of the estimate completed on *** ***’s vehicle confirms that it meets the requirements of Section (b)(5), which outlines the standards required for repair estimates that are based upon the use of non-OEM crash partsI’ve included this section of the regulation for your review: (5) If the insurer's repair estimate is based upon the use of any non-OEM crash part:(i) the estimate shall specify the non-OEM or non-OEM supplier;(ii) the insurer shall not, without consent of the insured or the designated representative, specify non-OEM crash parts from more than three different suppliers for any one repair;(iii) the crash part shall equal or exceed the comparable OEM crash part in terms of fit, form, finish, quality and performance;(iv) the crash part must be warranted by the non-OEM at least to the extent and duration as the comparable OEM crash part;(v) the insurer shall specify only certified crash parts, in regard to any part that has been duly certified by a qualified certifying entity acceptable to the superintendent;vi) if the crash part has not been certified by a qualified certifying entity acceptable to the superintendent, the non-OEM must issue a written warranty, for at least the period of the insured's ownership of the vehicle, that the crash part equals or exceeds the comparable OEM crash part in terms of fit, form, finish, quality and performance; and(vii) the insurer shall cause the damaged vehicle to be restored to its preloss condition consistent with the non-OEM warranty, at no additional cost to the insured and within a reasonable time, if the non-OEM fails to honor its warranty required in subparagraph (iv) or (vi) of this paragraph.(6) In determining whether a certifying entity is qualified and acceptable for purposes of paragraph (5) of this subdivision, the superintendent shall consider the extent to which the entity:(i) has adopted written standards containing conditions to be fulfilled by a manufacturer of crash parts;(ii) tests, or contracts with an independent testing organization that tests, crash parts, using suitable equipment and techniques;(iii) administers its certification program in a nondiscriminatory manner regarding any manufacturer or supplier of non-OEM crash parts;(iv) provides a system to determine that certified non-OEM crash parts continue to conform with standards prescribed in subparagraph (5)(iii) of this subdivision and, failing to so conform, to decertify and advise crash part users of withdrawals of certification for any such part;(v) provides mechanisms for quickly receiving inquiries and promptly resolving disputes that arise under the program in regard to consumers, insurers or repair shops;(vi) provides a means of identifying each certified non-OEM crash part and provides a system of security that guards against misuse of the identification;(vii) provides updated lists of certified non-OEM crash parts on at least a quarterly basis; and(viii) provides the superintendent with an annual report, and such other reports as the superintendent may require, highlighting any significant developments, problems or changes relating to certification procedures or requirements.This portion of the Insurance Regulation applies to both first and third party damage claims as outlined under section 216.10.The non-OEM bumper cover written for on our estimate is a CAPA certified part that meets the requirements outlined in the insurance regulation aboveAs outlined previously, the tail lamp written for on the estimate is an OEM part that is off the same model year or newer vehicle than *** ***’s *** *** ***. Additionally, if these parts were to arrive with a material defect, which again, we do not anticipate, we would certainly address that with *** *** or his repair facility. If you have any questions, please call me at 1-***. Sincerely,*** ***Matt D***Claims Manager

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
Hi this letter is in regards to the response I
receive on November 25, About the offer I was presented with on November
03, for the amount of $which I refusedAfter I take $out of my pocket to hire *** *** *** *** *** to come out and do a diminished value appraisal which I think
Progressive County Mutual Insurance Company should have doneAfter
submitting a diminished value report I was offer $which is $added
to the first offer of $to make the offer look better after I spent
$out of pocket $750.00+$250.00-$325.00=$which is worse than the first offerThe
diminished value appraisal that clearly states my vehicle loss $market value so why would I accept
$I want what my vehicle loss due to insured’s negligence.Approximate
value of vehicle immediately prior to occurrence: $21'500.0014%
percent of the value of the vehicle $3,010.0063%percent
of the value of the vehicle $13,545.00We not discussing
a quality of repair issue we discussing Diminished
ValueMy vehicle has suffered as a result of your insured’s negligenceHad
my vehicle not been damaged, its value would have depreciated normally. The damages have created a stigma of defect
surrounding my vehicle and reduced its resale value.The following well established precedents are
applicable to my case:A
buyer will have no way of knowing the answers to concerns such as how much
metal fatigue occurred from the accident, whether or not the car will
“crumple” in the same manner as designed in a future accident, whether any
new paint is as durable as the original over time, whether or not
electronics are more likely to fail in the future from the jar of the
impact, and whether there are now warranty concerns which a virgin car
would not haveI am requesting that your office forward your
settlement funds in the amount $3,000.00, made payable to *** *** how
much Diminished Value to compensate me for my loss. I am
reasonable and want nothing more than to avoid a financial loss. I expect my claim will be easy to resolve and
look forward to a prompt resolutionThank
you for accommodating my request and for resolving this matterIf there will
be any delay in the processing of my settlement, please contact me immediately
at *** or ***. Respectfully;*** *** ***Enclosures:

As far as I can tell my insurance company has closed the case so it looks like it won't be going to arbitrationWhich leaves the option of contacting them and requesting a waiver of their subrogation rights; after which I can file civil claim for the deductible and any court fees.
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
While I appreciate the response from Progessive, they clearly acknowledge that they didn't properly explain the discount and the process associated with itAs such, they should apply the discount to correct the error made by their staffI don't think it's fair that I suffer financially because of their lack of diligenceIt cost me time and money to complete the course and if they don't correct the error I will have no choice but to file a complaint with the department of banking and insurance
Regards,
*** ***

(The following was copy/paste by Revdex.com staff - LST)***June 9, 2017Revdex.com Euclid Avenue, 4th FloorCleveland, OH 44115 Attn: Lou ***Re: File Number: *** Customer Name: Alan *** Claim Number: ***Policy Number: *** Policy Type: Personal Auto
NAIC Number: *** Company Name: Progressive Marathon Insurance Company Mr***,I’m writing in response to your letter dated June 4, Thank you for forwarding Mr***’s concerns about the August 15, claim reported on his *** report Mr*** had a prior policy with us (***) that renewed on May 30, 2014, and canceled on September 19, 2014, at his requestDuring this policy period, Mr*** called and reported that he discovered cracked glass on his vehicle on August 15, 2014, and asked about coverage to have it replacedAfter reviewing his policy coverages, we explained to Mr*** that replacement of his glass would be subject to his $Comprehensive deductible, which is more than the cost to replace the glassBecause of this, we didn’t make a payout on the claim.Although I understand that Mr*** feels we shouldn’t have reported this incident because we didn’t payout on his claim, we report all claim related incidents, whether we make a payout or notI know this isn’t the outcome Mr*** is looking for, and I wish I had better newsBecause he called and reported the claim, we’re unable to remove it from his claim history. I’m sorry for the frustration Mr*** experiencedIt certainly wasn’t our intentionIf you have any questions, please call me at *** Sincerely, Rose ***Consumer Relations Specialist

attachmentBusiness response copied and pasted below by Revdex.com staff ** 1/25/17:January 16, 2017Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: *** *** Re: File Number: *** File Name: *** *** Claim
Number: *** Policy Type: Commercial Lines NAIC Code: *** Company Name: Progressive Southeastern Insurance Company Ms***,I’m writing in reply to your inquiry dated January 11, I appreciate the opportunity to clarify the situation. During a telephone conversation with Ms***, we agreed to reimburse her for her hotel and tow expensesOn December 20, 2016, we issued a check for $($hotel + $tow bill)Ms*** didn’t receive that check, so we reissued it on January 13, We’ll follow up with Ms*** and if she has not received the check, we will promptly stop payment and re-issue a new check.I’m sorry for any inconvenience this may have causedIf you have any questions, please call me at 1-804-887-5776. Sincerely,Mike O***Mike O***Claims Supervisor

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
This is exactly what I mentioned in the beginning and Progressive just confirmed it - regardless at fault or not at fault they increase rates for all driversSo, if this accident is not at fault, then the rates should be the same as without accident, but this is not the caseI do not see any reason to continue this dispute, the Progressive just admitted that they are wrongThank you, Revdex.com
Regards,
*** ***

December 14, 2016Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: *** ***Re: File Number: *** Customer Name: *** *** Claim Numbers: *** *** *** Policy Number: *** Policy Type: Personal Auto NAIC
Number: 155-Company Name: Progressive Advanced Insurance Company*** ***,I’m writing in reply to your letter dated December 7, 2016.*** *** began his policy on April 12, At that time, his address was listed in *** *** *** ***On October 16, 2016, he was involved in an accident in *** *** *** under claim ***Based on this, we conducted an investigation into where his vehicle is primarily keptOur investigation concluded that the vehicle was primarily kept in Brooklyn and not in *** *** Due to the material misrepresentation regarding where his vehicle is primarily kept, we denied his claim and his policy was set to cancel on December 4, 2016.On November 26, 2016, *** *** was involved in a second accident in Brooklyn, New YorkBased on our previous investigation, we also denied this claim because of the misrepresentation committed. Under the Fraud or Misrepresentation section of *** ***’s policy, it states, “this policy was issued in reliance upon the information provided on your insurance applicationWe may cancel this policy and deny coverage under this policy at any time, including after the occurrence of an accident or loss, if you: made incorrect statements or representations to us with regard to any material fact or circumstance;concealed or misrepresented any material fact or circumstance; orengaged in fraudulent conduct; at the time of application, or in connection with the presentation or settlement of a claim.I’m sorry for any inconvenience *** *** experiencedThank you for the opportunity to clarify this situationIf you have questions, please call me at 1-518-560-3034. Sincerely, Trina L***Trina L***Claims Manager

Response Attached

(The following was copy/paste by Revdex.com staff - LST)***April 27, 2017Revdex.comEuclid Avenue 4th FloorCleveland, OH 44115-2408Attn: Lou ***RE: File Number: *** Customer Name: Terry *** Claim Number: *** Policy Number: *** Policy Type: Personal Auto NAIC
Number: *** Company Name: Progressive Advanced Insurance CompanyMr***,I’m writing in reply to your letter dated April 21, I appreciate the opportunity to clarify the situation On February 26, 2017, we received report of the claimWe contacted an after-hours tow vendor, ***, and set up a tow truckMr***’s Ford Fwas towed by *** *** *** *** *** He decided to have his vehicle repaired at *** *** *** We don’t have any Network affiliation with *** ***However, we paid to have Mr***’s vehicle repaired to pre-loss condition for the damages related to the accident.On April 9, 2017, we received a phone call from Mr***, advising that his vehicle had broken down on the side of the roadWe had Mr***’s vehicle towed back to *** *** to see what caused the vehicle to break downDon at *** *** advised us that the issue appeared to be an internal engine failure and not related to the original accident Since picking up the vehicle from *** *** after the original repairs were complete, Mr*** has driven it approximately 1,milesWe advised Mr*** that he’d need to sign an Authorization to Diagnose for the engine issue, to determine if it’s related to the original accidentWe then explained that if the damages to the engine are related to the original accident, we’d pay to have the vehicle repairedWe also advised Mr*** that if the damages weren’t related to the original accident, he’d owe for the diagnosis and repairs to his engine Mr*** refused to sign the Authorization to Diagnose for the issue with his engineWe advised Mr*** that he could have his vehicle diagnosed at any repair facility he chooses because that’s his right To resolve this issue, we’re requesting that Mr*** sign an Authorization to Diagnose for the engine issue, so that we can determine if it’s related to the original accident that happened on February 26, 2017.I'm sorry for the inconvenience Mr*** has experiencedIf you have any questions, please call me at *** Sincerely,Brian V** ***Claims Manager

October 5, 2017 Revdex.com Euclid Avenue - 4th floor Cleveland, OH Attn: *** *** Re: File Number: ***
File Name: *** *** Claim Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive County Mutual Insurance Company Mr*** Thank you forwarding MrP***s’ concerns in your email dated September 29, Our liability investigation into this loss included a review of the notice of loss, the police report, and statements taken from each driverWe determined that while our customer, *** ***, failed to yield the right of way in the accident, MsO*** didn’t maintain a proper lookoutMsO*** also stated that she didn’t take any evasive action to avoid this accidentWe determined negligence to exist with both drivers, and have agreed to handle 70% of the property damage to the vehicle being driven by MsO*** We have discussed the liability determination with MrP***s, and understand that he doesn’t agreeTexas is a Modified Comparative Negligence state, so the shared responsibility is not only supported by Texas statutes, but also our independent investigation of both driver’s duties owed, and breached. I’m sorry for MrP***s’ frustration in this matterAlthough I know that this wasn’t the outcome that he was looking for, I’m hopeful that this information helps explain how we arrived at our decisionIf you have any questions, please call me at *** Sincerely, *** *** *** *** Claims Manager

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 have listened to each of the records I have made while speaking with Progressive over the phone and during each time when I had stated tot he representative that I had deductible on both collision and comprehension they stated that I was very lucky has I had on both and kept assuring me of such.I spoke with my Claim's person Kevin who stated that the shock in my voice when he informed me that there was a deductible was evident as well.I had spoke with Progressive several times prior to the accident and always made comments about my deductibles and I'm surprised that none of their representatives told me that I was incorrect and did not have what I thought I had
Regards,
*** ***

January 25, 2016Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: *** ***Re: File Number: *** Customer Name: *** *** **Policy Number: *** Policy Type: Personal AutoNAIC Number: ***Company Name: Progressive Direct Insurance CompanyMs
***,I'm writing in reply to your email dated January 16, 2016.As Mr*** states, we increased his original quoted rate of $because of numerous changes to his policyI’ve enclosed all of the Coverage Summaries and policy correspondence we’ve issued to Mr*** to confirm the changes. Mr***’s policy is currently pending cancellation on February 3, We encourage him to call us at 1-855-618-to discuss how to prevent his policy cancellationIn addition, we’ll review his policy for options on how to reduce his rate.I’m sorry for any inconvenience this matter has caused Mr***If you have any questions, please call me at 1-440-395-0314.Sincerely, Lisa F*Lisa F*onsumer Relations Specialist

June 4, 2015Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: *** ***Re: File Number: *** File Name: *** *** Policy Type: Personal Auto NAIC
Number: *** Company Name: Progressive Direct Insurance Company *** ***,I’m writing in reply to your letter dated June 1, The following is a summary of our investigation.On May 28, 2015, *** *** reported the claimWe immediately assigned the claim to our claim representative for an investigationWe found that *** *** had submitted a second report of the same accidentAnother claims representative had handled the first report on May 26, 2015.Our investigation indicates this was multiple vehicle accident in which *** ***' vehicle was the farthest behind the other vehiclesWe have secured interviews from all three drivers involved in this accidentThe two other parties involved are customers of oursThe first vehicle, a pickup truck driven by our customer,*** *** ***, had debris in the bed of the vehicleBecause the debris wasn't properly secured, it fell onto the roadway*** *** slowed down in the roadway and came to a stopThe second vehicle driven in the incident by our customer, *** ***, was driving behind this truck and was able to safely stop her vehicle without striking the front vehicle*** *** was unable to safely stop his vehicle in time and rear-ended *** ***'s vehicle in front of him.After a thorough investigation, we have found negligence on *** *** for failure to maintain a proper lookout and following too closelyBased on the facts of the incident, *** *** should have been able to stop safely, bringing his vehicle to a stop and avoid rear-ending the vehicle in front of him.The State of *** abides by the rule of Contributory Negligence, wherein, if a person is negligent and even partially contributes to his or her own injury or damage, that person is barred from recovering against another for such injury or damageWe are only responsible for claims in which our customer is found legally liableBecause of *** ***’ negligence in the loss, we are unable to compensate him for the damages to his vehicleWe will be seeking payment for our customer, *** ***'s damages from *** *** directly, because we have discovered that he was uninsured at the time of this accidentWe have communicated our decision verbally and in writing to *** *** We maintain that we have completed a thorough investigation and our liability decision is correctThe second claim reported is now closedThe first claim is pending settlement of *** ***'s property damage and bodily injury claim.I’m sorry for the inconvenience causedIf you have any questions, please call me at 1-***.Sincerely,*** *** ***Claims Manager

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. MrM***’s letter, dated October 20, indicates that I had
not sent pictures as of October 15. This
is statement is an intentional distortion of the facts. I had sent
pictures, and MrM*** confirmed receiving them, on October 16. For further clarity, his statement fails to
recognize that October was the first time I was provided with an opportunity
to submit photographs. Further, MrM*** called me on October where we discussed the pictures I had sent While in the original conversation with MrD*** *** on September 22, I was told that I could submit pictures, but MrD*** *** ended the conversation abruptly without providing me with any mode to submit
photographs
The production of pictures are only relevant, in reference
to this complaint, in that the original comment to *** was that this was a
word-versus-word situation because there was no police report. *** was not asked for pictures and was not
told that any sort of visual inspection of the damage to her vehicle had the
potential to substantiate, or discredit, the description of the collision
offered by either party
The only legitimate response from Progressive here, that would be relevant
to this complaint, would be to either acknowledge that Progressive does not consider
visual inspections of damage to a vehicle as a potentially relevant and
reliable source of information that is could be useful in determining the fault
or cause of collision or support or refute the statements made by one or both
of the parties involved in the collision; or acknowledge that Progressive
failed to inform *** *** that a visual inspection might be useful in determining
the credibility of the description of events from either party and they failed
to make any effort to conduct a visual inspection. To add emphasis, I want to add a reminder
that we’re talking here about an year old widow where there should be no
reasonable expectation that she would have access to the internet, a computer
or email.It's very simple, either a visual inspection is potentially helpful or it is not If it is helpful, then Progressive needs to acknowledge that they failed to inform *** *** of this fact and failed to provide a reasonable accomodation to have this inspection take plase If pictures are not needed, never helpful, then this complaint can be closed and Progressive can change their business practice of inspecting physical clues to determine the cause of a collision (which is absurd)
I also want to note here, that, in this response, as well as
the prior response, MrM*** deliberately and knowingly is making a
assertion that I refused to provide pictures.
At no time did I refuse to provide pictures. I was first provided the opportunity to
submit pictures on October 15, I submitted pictures on October 16, and I have a
confirmation from MrM*** that he received those picture. This is my third written request, and fourth overall, to ask Progressive
to retract the and defamatory statement that I refused to provide
pictures, and the underlying implication that I was uncooperative and that I
submitted a or unreasonable complaint to the Revdex.com.Regards,
*** ***

February 26, 2016Revdex.com Euclid Avenue, 4th FloorCleveland, OH 44115 Attn: *** ***Re: File Number: *** Customer Name: *** *** Policy Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Garden State
Insurance Company Ms***,I’m writing in response to your letter dated February 19, I appreciate the opportunity to address Ms***’s concerns about her policy We have already addressed all of Ms***’s concerns about why her rate increased after she purchased the policy to the Department of Insurance on February 12, On December 27, 2015, we sent Ms*** a bill for $1,due January 12, We did not receive the payment. On January 15, 2016, we sent Ms*** a Cancel Notice letting her know we must receive a payment of $1,by February 3, 2016, to avoid cancellation of the policyWe did not receive the payment and the policy canceled. On February 4, 2016, Ms*** called and made a payment of $1,341.03, reinstating the policy with no lapse in coverage. On February 12, 2016, Ms*** contacted us via CHAT stating her bank returned her payment of $1,At that time, we had not received any notification from the bank that they were not honoring the paymentWe explained to Ms*** that we would reverse the payment once we received notice from her bank of the returned payment and advised her to make a replacement paymentMs*** then called our Relationship Center and we advised her she could make a replacement payment of $1,Ms*** asked if her policy would cancel if she only paid $1,We advised her if we received a returned payment from the bank, we would send her another Cancel Notice for the difference, but the policy would not just immediately cancelMs*** made a payment of $1,the same day.On February 17, 2016, Ms*** contacted us again via CHAT stating her $1,payment was not honored because we sent the initial $1,payment through a second timeWe explained to Ms*** that as a courtesy to our customers, we automatically present a payment to the bank twice if the bank does not honor payment the first timeThis is an automatic process and cannot be stopped once the transaction goes through.On February 18, 2016, we received notification from Ms***’s bank that they did not honor the $1,payment, and on February 24, 2016, we received notification they did not honor the $1,paymentWe have reversed both payments from the policy and assessed a $fee to the policy for the returned payment. There was no error made on our part; therefore, we will not reimburse Ms*** for any bank fees incurred for the two returned payments. If you have any questions, please call me at 1-440-620-6944. Sincerely, Rose S*Rose S*Consumer Relations Specialist