Progressive Corporation

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
You will see below on 05/19/2017 Brittany informed us they had everything they needed and they were having there company review everything and now they are telling us they need more informationThey still have not submitted another request to the hospitalI don't see why they cant call the hospital and ask for the informationThis is ridiculous and I'm frustrated with the game they are playing I want resolution ASAP From: Brittany J B*** Date: May 19, at 5:48:PM MST To: *** *** , ???MY HUBBY???? Subject: RE: ***Dear ***, Thanks for your patience. I finally was able to obtain the itemized bills for the hospital, emergency room, radiology, and the last page of the chiropractor bill. I’m still waiting for the bills to be reviewed, and I have resent the request (again) today to our automatic processing team. I’m still waiting for them to send the reports back to me I apologize, as this process can take some time, considering the bills I have in the file total almost $12,000.00. I’m hoping to have an update to you by no later than Tuesday, May 30th Sincerely, BRITTANY B***Progressive InsuranceClaims Generalist IntermediateN 18th AvePhoenix, AZ 85027Phone: 623-299-4807Fax: 623-299-4722Monday- Friday 9:00am-6:00pm ***Time sensitive documents or demands cannot be accepted via email or faxSuch documents should be forwarded via U.SMail*** "For your protection, Arizona law requires the following statement to appear on this form. Any person who knowingly presents a or fraudulent claim for payment of a loss is subject to criminal and civil penalties.”
Regards,
*** ***

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,
*** ***

September 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 Premier Insurance Company of Illinois Ms***,I'm writing in reply to your letter dated August 30, 2016.It’s our position that while Ms*** is free to choose whatever shop she prefers for repairs to her vehicle, we’re only obligated to pay for reasonable and customary charges as dictated by the local marketplaceBecause Ms*** chose *** *** *** to repair her vehicle, and this shop charged excessive daily storage and fees, we advised Ms*** to discuss this matter directly with her shop Although *** *** *** isn’t one of our Network shops and we don’t refer vehicles there for repair, we will always honor a customer’s choice of shop If you have any questions, please call me at 1-404-439-7127.Sincerely, Roy B***Roy B***Claims Supervisor

*** *** ***Business response copied and pasted below by Revdex.com staff 2/23/17:February 10, 2017Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: *** ***Re: File Number: *** Customer Name: *** *** Claim Number: *** Policy
Type: Personal Auto NAIC Number: *** Company Name: Progressive Garden State Insurance CompanyMs***I’m responding to your letter dated February 6, Thank you for the opportunity to clarify the situation.MrT*** reported this claim to us on January 6, 2017, stating he struck a pole with his Nissan RogueWe explained to MrT*** that same day that he didn’t have Colllision coverage on his Nissan, and he disputed the informationWe offered to investigate his concerns and pull his phone conversations for further reviewTypically, when retrieving a call from our archives, it can take seven to ten days. In reviewing the calls, we confirmed MrT*** initially called in on September 2, 2016, regarding his online quoteMrT*** requested Comprehensive and Collision coverages be added to the quote with a $deductible for bothDuring that call, MrT*** was informed that due to the recent storms in New Jersey, there were binding restrictions and he could only purchase a policy for liability coveragesWe went on to explain that until the restrictions were lifted, we would not offer Comprehensive and Collision coverageThe binding restriction was in place to prevent the possibility of fraudulent activity related to recent storm damage.During a binding restriction event, we don’t allow the purchase of Comprehensive and Collision coverage for either new customers or existing customersMrT*** was advised to call us back within a few days, and once the restrictions were lifted, we’d be happy to offer the coverage or he could add the coverage via the internet or through our mobile appAt no time during the conversation was an expectation set that we would add this coverage to MrT***’s policy Although we wouldn’t allow the purchase of Comprehensive and Collision coverage, MrT*** was provided a quote at his request for both optionsThe cost for the policy without Comprehensive and Collision was $per month and with the coverage it would be $a monthMrT*** was provided two prices so he was aware of what his monthly payment would be once he added the Comprehensive and Collision coverages. MrT*** electronically signed his Application for Insurance and also signed his Coverage Selections Form on September 3, Since the call in September, additional calls were reviewed as follows:November 10, 2016November 25, 2016December 22, 2016January 6, 2016A review of each of these calls confirms that MrT*** did not request nor discuss adding Collision and Comprehensive coverage to his policy. MrT*** also received Declarations Pages on the following dates:September 3, 2016October 22, 2016November 25, 2016December 6, 2016 December 22, 2016None of the above referenced Declarations Pages show Comprehensive or Collision coverages for the Nissan, and the cost of MrT***’s policy did not change since his purchaseHe continued to pay the $per month as he was advised during the September 2, call. While the lienholder may require Comprehensive and Collision coverage on the Nissan, the agreement to protect the collateral is between the customer and their bank, and we can only require the customer to purchase the state mandated coverage; all other coverage is optional and the customer’s choiceBecause MrT*** listed a lienholder, Nissan Credit, we did notify them of the active policy and the specific coverage, which was provided under the policy. Because the original Claims Representative is no longer available, we’ve recently assigned the claim to another representativeI’m sorry for any delays this may have caused in updating MrT*** on the status of his claim. After reviewing all of the information available, we can confirm that there is no record of MrT*** requesting that Comprehensive and Collision be added to his NissanUnfortunately, there is no Collision coverage for this lossThank you for your consideration in this matterIf you have any questions, please call me at 1-440-910-3177.Sincerely,Jennifer ***Jennifer ***Claims Manager

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

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

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,
*** ***

October 7, 2015Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: *** ***Re: File Number: ***Customer Name: *** ***Claim Number: ***Policy Number: ***Policy Type: *** ***NAIC Number: ***Company Name: Progressive Preferred Insurance
Company*** ***,I'm writing in reply to your letter dated September 30, I'm sorry for anyconfusion and appreciate the opportunity to clarify the situation.We encourage all of our customers to use a repair facility of their choosing, whichwas certainly the case in *** ***’s claimWe made multiple concessionsthroughout this claim in order to allow him to use the shop of his choosingWeconceded to allow for freight and crate charges as incurred by the shop and weagreed to pay the cost of piand delivery of the damaged travel trailer.We’ll reimburse *** *** for an estimate fee from the shop, if he incurred such acost, with proper documentationWe’ll pay for labor rates, materials and shop costsas neededHowever, any labor, material or costs above the local industry normneed to be documentedWe’ll pay for the shop’s higher material costs if they’reable to document these expenses by submitting invoices.We aren’t able to concede to labor rates or material or delivery fees if they aren’tactually incurredIf the travel trailer isn’t repaired, we have no justification to allowfor higher than industry normsDocumentation of costs incurred will be the mannerin which we’ll be able to concede to any additional charges or costs.The shop’s estimate is currently at $12,Our estimate is currently at$8,585.57, which is a difference of $3,Our estimate doesn’t currentlyinclude:? $1,figured to pick up and deliver the travel trailer for repairs? The estimated $for freight and crate charges for parts to be delivered tothe repair facility? The $estimate fee figured by the repair shopAgain, we agreed to pay the above three items if and when they’re incurred andwith proper documentationThe additional $1,difference consists of thedifference in part pricing for the aluminum siding and miscellaneous shop supplies.We agreed to pay additional costs for the parts with invoices.We’ve been working with *** *** and his shop of choice to obtain an agreed pricefor the cost of the repairsIt’s our goal to resolve this claim fairly and amicably andwe look forward to resolving this matter for *** ***.If you have any questions, please call me at 1-***.Sincerely,Jim A***Jim A***Special Lines Manager

January 19, 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 follow up letter dated January 15, 2016.Because we failed to explain to Mr*** that the Defensive Driver Discount would not be added to his policy until the next renewal, I’ve made an accommodation to add the discount to the current policy effective December 24, We’ve sent Mr*** a revised Declarations Page and Payment Schedule confirming the reduction in his policy rate.If you have any questions, please call me at 1-440-620-6944. Sincerely, Rose S*Rose S*** Consumer Relations SpecialistEnclosure

(The following was copy/paste by Revdex.com staff - LST)***March 23, 2018Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408*** *** ***
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*** ***I’m writing in reply to your letter dated March 16, I appreciate the opportunity to clarify this matter. *** *** purchased her policy on February 27, The total cost of the policy is $This amount has not changed since the policy was issued. The total amount is divided into six payments; the initial payment and five subsequent payments which *** *** opted to have withdrawn automatically from her checking accountOn February 27, 2018, we sent a payment schedule to *** *** (a copy of this is attached) which lists four remaining payments in the amount of $and one for $133.47. I’m sorry for any confusion *** *** experienced with us, and hope that this information is helpful. If you have any questions, please call me at ***Sincerely,Jennifer ***Jennifer *** Consumer Relations Specialist

January 13, 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 January 10, I appreciate the opportunity to address Mr***’s concerns about his policy.When Mr*** called to purchase his policy with us, we reviewed all the available discounts we offer with him in an effort to help him secure the best possible rateDuring the conversations, we explained we offer a discount if he has completed a state-approved accident prevention courseHe had not taken a course at that time, so we did not apply this discount.On January 4, 2016, we received a faxed copy of the course completion certificate showing Mr*** completed an accident prevention course on December 28, Because the completion date is after the policy effective date, we sent Mr*** a letter letting him know that we received the course completion certificate and we would evaluate his policy at the next renewalIf all criteria is met, we will add the discount to his policyWe cannot add the discount to the current policy, as Mr*** had not completed the course at the time he purchased the policy I’m sorry that we did not explain to Mr*** that the discount would not be added until his next renewal. If you have any questions, please call me at 1-440-620-6944. Sincerely, Rose S*Rose S*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
Regards,
*** ***
Thank you for replying to my claim I look forward speaking to progressive and resolving this issue

June 13, 2016Revdex.com Euclid Avenue, 4th floorCleveland, OH 44115Attn: *** ***Re: File Number: *** Customer Name: *** *** Policy Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Northern Insurance
CompanyMs***,I'm writing in reply to your email dated June 5, 2016.Ms*** has been a valuable customer since June 26, Her policy is currently active and will expire on June 26, 2016.On April 21, 2016, we sent her a Nonrenewal Notice advising that we will not be renewing her policy effective June 26, 2016, due to having ten or more claims on her policy since her policy's inception or within the previous months, whichever period is shorterA copy of the notice we sent her is enclosed.Even though Ms*** removed *** *** from her policy, we consider the claims per policy not per person on the policyOur decision to nonrenew this policy will remainI know this may be frustrating or inconvenient for Ms*** and I'm sorry.Please call me with any questions at 1-440-395-3385.Sincerely,Sharon DS***Sharon DS***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 belowI don't agree with any balance they are saying.
Regards,
*** ***

Follow up response

Consumer Relations Department Wilson Mills Road, N71C Mayfield Village, OH 44143 Fax: 1-888-569-8942 [email protected] February 24, 2016 Revdex.com Euclid Avenue - 4th floor Cleveland, OH 44115 Attn: ***
*** Re: File Number: *** File Name: *** *** Claim Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Premier Insurance Company of Illinois Ms***, I'm writing in reply to your email dated February 19, I'm sorry for any con*** and I appreciate the opportunity to clarify the situation. January 7, 2016: We received report of the claim. January 11, 2016: We completed an inspection of *** ***’s *** *** and deemed it a total lossWe contacted Ms***, who referred us to her father to discuss the total loss of her vehicleWe contacted Mr*** and presented the total loss settlement amount of $7,926.76, less Ms***’s $deductible. Mr*** disagreed with the value. January 13, 2016: We contacted Mr*** to discuss the value againIn an effort to resolve the claim, we agreed to add $to the value of the vehicleHe declined this settlement offer and we discussed the Appraisal Clause in Ms***’s insurance policy with him. APPRAISAL If we cannot agree with you on the amount of a loss, then we or you may demand an appraisal of the lossWithin days of any demand for an appraisal, each party shall appoint a competent and impartial appraiser and shall notify the other party of that appraiser’s identityThe appraisers will determine the amount of lossIf they fail to agree, the disagreement will be submitted to a qualified and impartial umpire chosen by the appraisersIf the two appraisers are unable to agree upon an umpire within days, we or you may request that a judge of a court of record, in the county where you reside, select an umpireThe appraisers and umpire will determine the amount of lossThe amount of loss agreed to by both appraisers, or by one appraiser and the umpire, will be bindingYou will pay your appraiser's fees and expensesWe will pay our appraiser's fees and expensesAll other expenses of the appraisal, including payment of the umpire if one is selected, will be shared equally between us and you Neither we nor you waive any rights under this policy by agreeing to an appraisal. We accurately and fairly adjusted this claim based on all evidence providedWe look forward to helping Ms*** with any additional questionsShe should contact us if she wishes to invoke the Appraisal Clause or would like to move forward to resolve her total loss for the value we presented for her vehicle. For your review, I’ve enclosed copies of the policy, Coverage Summary, and vehicle valuation reportIf you have any questions, please call me at 1-678-621-6541. Sincerely, Tony S*** Tony S*** Claims Supervisor

April 28, 2016Revdex.com Euclid Avenue, 4th floorCleveland, OH 44115Attn: *** ***Re: File Number: ***File Name: *** ***Claim Number: ***Policy Type: Personal AutoNAIC Number: ***Company Name: Progressive West Insurance CompanyMs***,I’m writing in reply to your follow up letter dated April 22, 2016. The *** information supplied by Mr*** does not change our valuation of his ***Unfortunately, Mr***’s vehicle was in very rough condition, exhibited by substantial rust and substandard prior repairsGiven the condition, our prior valuation was reasonable and the condition cannot be supported by values provided by ***We do not intend to adjust our offer Please call me with any additional questions at 1-916-228-8062. Sincerely, Thomas AS***Thomas AS***Compliance 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. *** never was given a receipt or a copy of the release he signed from the first accident Statement's made by Progressive are inconsistent with their own documentation. The First estimate accurateShowing all vehicle's used foe evaluation were Panel's. Its the second claim that is inaccurate and I believe contrivedTry calling any of the number's listed
Regards,
*** ***

(Complaint copy/paste by Revdex.com staff - LST)***June 22, 2017Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: *** ***Re: File Number: *** Customer Name: *** *** Claim Number: *** Policy Number: *** Policy Type: Personal Auto NAIC Number:
*** Company Name: Progressive Direct Insurance CompanyMr***,I'm writing in reply to your letter dated June 16, I'm sorry for Mr***’s situation I hope this helps to explain what happened on the policy and our coverage denial.Mr*** purchased his policy online on April 20, 2016, for a Ford Fusion and Nissan RogueHe chose Property Damage Liability coverage for $15,each accident and Bodily Injury Liability coverage for $25,each person/$50,each accidentHe chose to reject Uninsured/Underinsured Motorist and Medical Payment coveragesColorado requires a minimum of coveragesBecause he chose to reject Medical Payment and Uninsured/Underinsured Motorist coverages, he had to sign the rejection forms.Mr*** electronically signed the Application and the two rejection forms, acknowledging his chosen coveragesWe can't force a customer to purchase optional coverages, like comprehensive and collisionIf their lienholder requires that they carry these coverages, it's their responsibility to add them to their policy.We issued three Coverage Summaries to Mr*** stating the coverages he had on his policyHe could also access his policy online to review his coverage and make changes. We spoke with Mr*** on several occasions regarding his claim and our coverage denialI'm sorry that he feels we wanted him to drop this, because that certainly isn't the caseIf he has any questions, he can call me at ***.Sincerely,Rebecca M***National Claims UnitEnclosures