Progressive Corporation

January 15, 2016Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: *** ***Re: File Number: *** Customer Name: *** *** Policy Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Max Insurance
CompanyMs***,I’m writing in reply to your letter dated January 8, 2016.Ms***’s policy began on November 2, 2015, and, at that time, she made a payment of $1,023, which paid her policy in full for six monthsWe sent her emails requesting that she confirm her Paperless option on October 31, 2015, November 2, 2015, November 6, 2015, and November 29, We also sent her a letter on November 23, 2015. Unfortunately, Ms*** didn’t confirm Paperless, so on December 15, 2015, effective November 2, 2015, we removed the Paperless Discount from her policyThis increased the policy $That same day, we sent her a notice and updated Coverage Summary reflecting this changeWe also sent Ms*** a bill for $due on January 2, We didn’t receive this payment, so we added a $Late fee to her policy.On January 9, 2016, Ms*** enrolled in Paperless and confirmed her preferencesWe applied the Paperless Discount and her policy decreased $As an accommodation, I’ve backdated the Paperless Discount to November 2, This decreased the policy $I also removed the $Late fee from her policyCurrently, Ms***’s policy is paid in full until May 2, 2016. I’m sorry for any frustration this situation has caused Ms***If you have questions, please call me at 1-440-620- Sincerely,Stephanie C***Stephanie C***Consumer Relations Specialist

Business response copied and pasted below by Revdex.com staff 1/5/17:January 5, 2017 Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: *** ***Re: File Number: *** Customer Name: *** *** Policy Number: ***
Policy Type: Personal AutoNAIC Number: 155-37834Company Name: Progressive Preferred Insurance Company
*** ***,We’re writing in reply to your letter dated December 20, Thank you for the opportunity to address *** ***’s inquiry After reviewing the notes on *** ***’s policy, we found that there was never an issue with the tow service he used on November 25, There are no tow requests in December It appears that there was an additional request for tow service with *** on January 3, The first representative had denied the use of roadside because they believed the customer had hit their cap on use of the Roadside serviceThe next representative *** *** spoke with verified that *** *** had not hit his Roadside service cap and because there was a renewal on the policy, we authorized the tow service*** *** was able to use the service.Regarding *** ***’s concern about his rate increase, like all insurers, we periodically review our rates to ensure they are adequate to cover our cost of doing businessOur recent review determined it was necessary to adjust our ratesThis change affects all of our customers in ***We invite *** *** to call us at 1-800-888-so we can review his policy with him to be sure he is receiving the best possible rate with usHe may choose to call his local agent, *** *** *** *** at 1-*** for personalized service.To date, *** *** has not paid for the renewal period of December 9, to June 9, We’re sorry but we cannot honor his request for a period of free coverage for his lapsed carAlso, we apologize for any frustration *** *** experienced with our phone system when he attempted to call us. If *** *** has questions about Roadside service, he can call Rebecca M***If he has questions about his policy, he can call Lisa F* Sincerely, Rebecca M*** Lisa F* National Claims Unit Consumer Relations Specialist 1-440-910- 1-440-395-

(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

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 agree with the value Progressive assigned to my vehicle.The N.A.D.Aguide does not include any and all maintenance and upgrades in its vehicle pricing.It is a guide and only a guide.Each vehicle must be inspected and evaluated independently.This vehicle was maintained and restored to an extremely high standard.The appraiser I hired could not complete a full evaluation due to the condition of the car after it was destroyed.Also he had no knowledge of the amount I had spent to restore it.I can provide the parts receipts for inspection by progressive or its agents.Unless progressive can prove I did not install the parts in question ,I expect to be compensated $6, 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. *** 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,
*** ***

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

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

Follow up response

*** ** ** ***

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
Progressive explaining their plan structure after the execution of the contract is unacceptableIt's a deceptive practice and Progressive should waive the fee.
Regards,
*** ***

February 1, 2018 Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: *** ***Re: File Number: *** Customer Name: *** *** *** Policy Number: ***
Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Direct Insurance Company Mr***, Thank you for sharing Mr*** ***’s concernsI’m understand Mr*** *** is upset that a collections agency has contacted him about an outstanding balance he owes us on a previous policyI’ve researched why Mr*** *** owes a balance, and hope the following information is helpful. Mr*** ***’s policy was effective January 14, 2017, until June 2, 2017, when he called us to cancel, because he replaced his policy with another companyWe charged him $1,for the coverage we providedWe received $1,549.56, which leaves an unpaid balance of $I’ve included his Final Bill for his recordsBecause we haven’t received the unpaid balance, we’ve sent Mr*** ***’s account to an outside collection agency. In his inquiry, Mr*** *** states that we advised him that he didn’t owe a balance when he canceled the policyTo clarify the conversation, I reviewed his June 2, phone call to usI found that our representative advised him that after the cancellation of the policy, he owes a balance of $184.07, and asked if he would like to make the payment while on the phoneMr*** *** declined and asked us to send him a bill, which our representative agreed to do. I wish we had better news for MrMr*** ***; however, the balance of $he owes us is valid for coverage that we provided himI’m sorry for his frustrationIf you have any questions, please call me at 440-395-0314. Sincerely,Lisa FConsumer Relations Specialist

February 12, 2016Revdex.com Euclid Avenue, 4th floorCleveland, OH 44115Attn: *** ***Re: File Number: *** Customer Name: *** *** Claim Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Direct Insurance
CompanyMs***,I’m writing in response to your letter dated February 7, *** *** reported this incident to us on January 24, We assigned the claim to Claims Representative Robert *** on January 25, On January 25, 2016, Mr*** took a recorded statement from Mr***. Mr*** confirmed that he was stopped at the intersection of *** *** *** *** ***, facing southboundHis intent was to turn right on to ***, which would then put him travelling westboundThis intersection is controlled by traffic lightsThis is a large intersection in ***, Nebraska *** Highway runs east and west with two lanes each direction and turning lanesFifteenth Struns north and south with two lanes each direction as well Mr***’s statement indicated he was unsure where the *** wasHe was not sure if the *** was in the intersection or not when he began his turnHe later confirmed he did not see the *** until he started to turn rightMr*** indicated that he was the first vehicle stopped in the right lane, so he could turn right on to *** HighwayHe also confirmed that traffic was very busy, and all vehicles in the area had their headlights on at the timeHe stated he received a green turn arrow and began to turn right and that is when his vehicle and the *** *** hit each other.On January 25, 2016, we reassigned the claim to Claims Representative Sara L*** due to the injuries Mr*** sustainedOn January 28, 2016, we took a recorded statement from our customer, *** ***, the driver of the *** ***She confirmed that she was travelling on 15th Stwhich would have been northbound, to turn leftThere are three lanes on 15th St.; one lane is to make a right hand turn on to ***, and then there are two lanes that you can either go straight or make left turnsThe driver of the *** was in the middle lane, where she could either go straight or make a left turn in to the outside lane of *** Highway.Ms*** indicated that her light turned yellow as she entered the intersection and turned to a red arrow as she was completing her turnShe was not stopped in the intersection, waiting to clear the intersectionShe confirmed that she began her turn and when in the intersection she noted her light was yellowThe damage to Ms***’s vehicle is a small dent on the wheel well of her *** *** on the passenger sideMs*** also indicated that she saw Mr*** start to pull forward from the light, and tried to swerve to avoid the accident, but she was unable to avoid the accidentMs*** was cited for a light violationHowever, she is disputing what is written on the police report.There is no Collision coverage on the *** ***, so Ms*** sent photographs to us on January 24, 2016, of the damage to her vehicleThe photographs confirm that the damage is right on the wheel well on the passenger side of her vehicle We received the police report on February 4, On this date, we called Ms*** and asked her about the police report stating that she entered on a red lightMs*** adamantly disputed this report, saying that she told the officers the same information she gave us in our recorded statement, that her light was a yellow arrow. On February 4, 2016, we also inspected Mr***’s vehicle and met with him in person to discuss his injuries and the accident againOur representative clarified with him in person that he was the first vehicle at a stop and he received a green arrow to proceed with his right turnOur representative also asked Mr*** again if he saw the other vehicle in the intersection, and he stated he knows people go through the light all the time as it is a very quick lightMr*** confirmed that he saw the *** in the intersection when he got his green arrow, but thought she was going to turn in to the other lane, so he proceeded to start his turn Mr*** thought that the *** was in the inside turn lane.After reviewing the damage to both vehicles, the recorded interviews, follinterviews, and the police report, we determined that both drivers contributed equally to the accidentThe damages support that Ms***’s vehicle was in the intersection to be seen at the time Mr***’s arrow turned greenShe had completed her turn and was nearly right in front of Mr***’s vehicle at the time of impactWe further determined that Mr*** had no reason to not see the vehicle in the intersectionBased on the damages to the ***, that vehicle was almost directly in front of Mr*** when he began to turnIt was not safe for him to enter the intersection right when his light turned green because there was still traffic in the intersectionBy Mr***’s own admission, he told us he saw the other vehicle in the intersection right before he started his turn, but thought the other vehicle was turning in to the inside turn lane so he chose to enter the intersection anywayHe further confirmed he knew the light sequence was quick for turning traffic and he knew vehicles are frequently in the intersection completing their turns when lights change color While we admit that Ms*** has some liability for the accident, Ms*** does not have primary liability for the accidentBased on the evidence submitted, her vehicle was there to be seen, vacating the intersection to complete her turnIt was not safe for Mr*** to enter the intersection even though his light had changed, because Ms***’s vehicle had a right to vacate the intersection. Mr*** cannot force his right of way simply because his light had just turned greenIt needs to be safe for him to enter the intersection Based on the liability laws in the State of Nebraska, since we found each party equally responsible for the loss we are unable to provide payment for any damages Mr***’s vehicle sustained or for any injuries he may have received due to this accident We are sorry for any inconvenience this has caused Mr***If you have any questions, please call me at 1-402-972-4843.Sincerely,Kimberly G***Kimberly G***Claims Supervisor

(The following has been copy/paste by Revdex.com staff - LST)***May 18, 2017Revdex.com Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Lou *** Re: File Number: *** Customer Name: Cydney *** Policy Number: *** Policy Type: Personal
Auto NAIC Number: *** Company Name: Progressive Universal Insurance Company Mr***,I received your letter from May 10, I appreciate the time Ms*** took to let us know about her recent policy experienceI’m glad for the chance to review her concerns and to explain the reason for the amount owed. Ms*** chose to receive the documents for her policy using our Paperless optionIt’s important that our Paperless customers review the emails we send because it’s our primary method of communication with them, but I definitely understand that life can get busy and emails aren’t always a priority. After the policy started, we completed an underwriting review and found that we needed to clarify some of the information Ms*** provided for her policy, including the drivers in her householdWe generated a letter on April 4, 2017, asking that Ms*** call us to prevent a change or cancellation of her policy When we hadn’t received a response from Ms*** by April 21, 2017, we sent a Cancellation Notice effective for May 4, 2017, at 12:a.m, via U.SmailThe policy canceled as scheduled. As Ms*** mentions in her letter, she called on the evening of May 5, 2017, to speak to our Underwriting TeamUnfortunately, it was outside of their business hours; I’m sorry for this inconvenienceBecause the policy had already canceled at that point, Ms*** would’ve needed to start a new policy When Ms*** started her Oregon policy with us on March 31, 2017, she chose a bill plan that didn’t require an initial payment up frontInstead, the total cost of her policy was split into five payments, with the first payment of $due on April 30, The policy canceled prior to receipt of any payment, and we would still charge for the days that coverage was activeThe amount owed for the coverage provided from March 31, 2017, until the cancel date, May 4, 2017, is $128.35. I’m sorry if any of our employees gave Ms*** the impression that we didn’t care or value her as a customerWe expect our service consultants to treat all customers with respect, and I’m disappointed to learn that this was not what Ms*** experiencedHer honest feedback is very important, and I’ve shared it with management so they can thoroughly review and address the issue I realize that Ms*** would rather not continue doing business with us, and I’m sorry for the service failures on our part that led to thisIf I can answer any questions, please call me at ***. Sincerely, Anna ***Consumer Relations SpecialistEnclosures

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.Response does not address my complaint and request for settlementPolicy agreement does not state an appraiser must be local, see the car in person, be independent, or give either party veto rights regarding appraiser selectionPolicy only states Progressive must notify me of their appraiser's identity within daysThey failed to do soThe appraiser they now claim to have hired has not inspected the car, and appears to be happy completing his appraisal remotely using photographs only.It has been almost a month since the day limit expired and no progress has been made in settling this caseProgressive broke the terms of the policy agreement, and the appraiser they have tardily selected is not acting in a timely mannerProgressive should settle for my apprised value immediatelyThe accident was almost five months ago
Regards,
*** ***

May 3, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115Re: File Number: *** File Name: *** *** Policy Number: naTo whom it may concern, I’m writing in reply to your letter dated April 28, We appreciate the opportunity to clarify the
situation.I realize how frustrating it must be to receive unwanted promotional emails.On April 28, 2016, I removed Ms***’s email address: ***@yahoo.com from our email listingNo further promotional emails will be sent to this email address. Thank you for allowing me the opportunity to rectify this matter on behalf of Ms***.I’m very sorry for any frustration this caused.If you have any questions, please call me at 1-440-620-6941.Sincerely,Eva D***Eva D***Consumer Relations Specialist

Consumer Relations Department Wilson Mills Road, N71C Mayfield Village, OH 44143 Fax: 1-888-569-8942 [email protected] February 5, 2016 Revdex.com Euclid Avenue - 4th floor Cleveland, OH 44115 Attn: *** *** Re: File
Number: *** Customer Name: *** *** Claim Number: *** Policy Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Premier Insurance Company of Illinois Ms***, I'm writing in reply to your letter dated January 27, 2016. We made several phone and mail contact attempts with *** *** and our actual policyholder, *** ***, during our claim investigationUnfortunately, there was no response to our contact efforts. When I spoke with *** *** on February 4, 2016, he confirmed we had outdated contact information on him, so I updated our recordsI explained to him during our conversation that his current policy doesn’t carry Collision coverageI reviewed the policy and all of the Coverage Summary pages and confirmed that they didn’t list Collision coverageI discussed my review with Mr*** and advised him that as a result, we aren’t able to address the damages to his vehicle. If you have any questions, please call me at 1-770-280-6641. Sincerely, Brad EM*** Brad EM*** Claims Supervisor

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I am attaching copies of the documents that indicate that *** has his own insurance coverage I do not have a form to request cancellation of his coverage with Progressive Is Progressive providing me with a cancellation form or do I have to just write a letter to them?
Regards,
*** ***

Attached is our response.Business response copied and pasted below by Revdex.com staff ** 2/6/17:February 3, 2017Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: *** ***Re: File Number: *** File Name: *** *** Company Name: Progressive
Group of Insurance Company*** ***,I’m writing in reply to your letter dated January 28, I’m sorry that *** *** has had issues with the CLUE report and purchasing a policy with usI hope that the following information is helpful. When we quote a policy, we obtain a CLUE report from *** ***This is a claims history database that pools information from many insurance companiesWe order CLUE reports to obtain information about accidents and drivers that may not be listed on the Application or MVR. If the information on the CLUE report is incorrect, the customer would need to contact *** *** to update the informationThis may take some time for the electronic report to updateUntil the report is updated and we can run a new CLUE report with the corrected information, we’re unable to adjust the information that is provided. In this situation, the only option is to purchase the policy with the incorrect information and provide us with proof that the CLUE report has been updatedFrom there, we can remove the incorrect information on the active policyI understand that this can be frustrating, but we have to use the information that is obtained from the CLUE report to sell a policy. Unfortunately, I wasn’t able to find *** ***’s quote with the information she provided in her complaintIf she’d like, she can call us at 1-800-888-to speak to a licensed sales representative for New York to discuss this situation and her options If you have questions, please call me at 1-440-*** Sincerely,Stephanie C***Stephanie C***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,
*** ***

[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 *** and find that this resolution is satisfactory to me.
Regards,
*** ***