Progressive Corporation

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
I have submitted proof of purchase of residence at origin of this policy to the insurance adjentIf progressive had a problem with this then they could have viewed original documents inclosed in my fileI'm sorry that the current bussiness practice is to cover one's ownBut all information is on file!!!!!! There is no need to practice bussiness as such when i've given them no reason toI also went to the adjent at Sheldon Palms insurance in Hernando, FL and she didn't understand this as well

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

[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,
*** ***

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,
** ***

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,
*** ***

February 19, 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 County Mutual
Insurance CompanyMs***,I’m writing in reply to your letter dated February 12, I appreciate the opportunity to clarify the situation. Since the filing of this complaint, I’ve spoken with Mr*** about his concernsI’ve reviewed our investigation results as well as all of the evidence collected to reach this outcomeThis includes the police report, photographs of both vehicles and the scene of the accidentWe’ve agreed to pay percent of Mr***’s damagesI’ve communicated both our decision and the offer directly to him. I’m sorry for any frustration this has caused Mr***If you have any questions call me at 1-281-982- Sincerely,Thomas S*Thomas S*Claims Manager

I'm NOT satisfied because a business doesn't get "off the hook" by just saying, Oh, im sorry, the customer is right - we screwed up and misinformed the customer because our agent was wrongThat's a bunch of BSThey need to be accountable for their actionsWhen I purchase an item in a store and it's marked incorrectly, guess what? They give you that lower priceIt's BAD BUSINESS to just say they screwed up but won't do anything about it.Im asking for a discount, LIKE I WAS TOLD I would get, this is why I decided to move forward and get their insuranceIm asking for a 10% discount on my auto rate, which I think is reasonable

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,
*** ***

(The following was copy/paste by Revdex.com staff - LST)***September 20, 2017Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: Lou ***Re: File Number: *** Customer Name: Greg *** Policy Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Universal Insurance CompanyMr***,Thank you for your letter dated September 13, I’m sorry Mr*** wasn’t satisfied with the previous responseI hope the following information is helpful.I understand Mr*** received one of our advertisements regarding lower rates in his areaIt’s true that rates are lower in that area, but the area is not the only information that we use to determine the cost of a policy, which means a change in one factor may or may not have an impact on the cost of the insurance.We review different information at renewal than we do for a new customer, so rates may be different at renewalI’ve enclosed a copy of the notice that we sent to Mr*** on April 11, 2017, explaining the information that we use to determine the cost of his insurance.We appreciate Mr*** being a valued customerIf you have questions, please call me at *** Sincerely,Gwendolyn ***Consumer Relations Specialist

April 23, *** *** *** ***
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*** ** *** Attn: *** ***
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*** *** I’m writing in reply to your follletter dated April 16, In reviewing the online purchase of the policy, by indicating a “Y” for yes, the Paperless Option was chosen with a Paperless Discount ($4.45) being applied to the policy: In the yellow highlighted areas indicate where the option was chosenThis is also noted in the Application under Premium Discounts and on the Declarations Pages mailedIf Mr*** would like for this to be changed, he can do so by calling our Relationship Center at *** and request the removalI’ve included a copy of the Application and Declarations Page for your review I’m sorry for the confusion this matter caused and any misunderstandingsWe work hard to make every interaction with our customers a great oneIf you have any questions, please call me at ***
Sincerely, Annie *** Annie *** Consumer Relations Specialist Tell us why here

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 insurance has balked numerous times and failed to properly communicate with meThey indicated that they wanted to speak with me, but I refused because I was at work or some other issue, isn't trueI contacted Progressive in early April to make arrangements, but my requests went unansweredThey refused to speak with me in chat and refused to call meI provided a phone number have never received a single phone call.Now, the account is with a collection agency, potentially damaging my credit ratingThis is inexcusable and reprehensibleThe dates mentioned in response from Progressive failed to mention that I contacted their company, via phone, to set up arrangementsI was told each time that a supervisor would contact me and one failed to do so
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
Ms***,As you can see from Ms***' reply she has in fact proved my point "While the policy was active, we made changes that affected the rate." So Progressive made changes that affected the rate I'm sure one can understand why I would cancel my policy when Progressive would arbitrarily change my rate times and fully admit to it.Please pay special attention to the second paragraph in Ms***' response indicating one EFT schedule on January 1st and a revised schedule (with a higher rate) on January 19th with no explanation as to why This is exactly what I have been dealing with, and why I decided to cancel my policy. I have no problem paying the cancellation fee However, I will not be paying retroactive fees due to Progressive's rate manipulation.As you can see from attachment #the email from Dan Nindicates that he terminated the EFT due to my cancellation Once again Ms*** proves my point by stating "On January 31, 2016, we issued a revised Coverage Summary advising we removed EFT and its discount." So what she is in fact saying is that Progressive is going to retroactively charge me for an EFT discount after cancellation This is absolutely absurd Both the email from Dan N and the reply from Ms*** prove they are implementing fraudulent billing practices I'm not sure why Ms*** feels the need to preemptively state there will be a $fee for the snapshot device when that was never in question Once I receive the prepaid envelope (I have not as of this date) that will in fact be returned (see attachment #2)
Regards,
*** ***

*** *** *** ** *** *** * ***June 20, 2017Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: *** ***Re: File Number: *** File Name: Ranonda *** Claim Number:
*** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Direct Insurance CompanyMr*** I’m writing in reply to your email dated June 16, I’m sorry for Ms***’s frustration with this claimI hope the following helps explain our position On May 24, 2017, we received report that our customer, Kevin ***, Honda Odyssey, driven by Joshua ***, rear ended Rononda ***’s Saturn VueWe accepted liability on Mr*** behalf once contact was made with all parties. On May 30, 2017, Ms*** dropped the Saturn off at the repair facility of her choice for repairs.On June 1, 2017, we completed an inspection of the Saturn and wrote damages to the rear of the vehicle on the estimate that were fresh and consistent with the facts of the loss presentedWe also completed a total loss valuation on the Saturn, and we determined it was in fact a total lossWe didn’t leave a copy of the estimate at the repair facility because the vehicle was rendered a total lossAlso, the brake lines weren’t addressed or inspected because the vehicle was deemed a total loss. On June 7, 2017, we presented the total loss offer to Ms*** via phoneShe didn’t agree that the Saturn was a total lossMs*** stated she would retain an attorney and requested a copy of the estimateWe emailed her a copy of the estimateShe also picked up the Saturn from the repair facility. Ms*** responded via email that she felt the estimate was inflated and included damages that weren’t part of the loss. Supervisor Tim *** reached out to Ms*** via telephoneIt was determined that the exhaust could be repaired instead of replaced. On June 13, 2017, Mr*** reviewed the final estimate with Ms*** and advised of the new estimate amount and confirmed the that the Saturn was now repairableMr*** advised Ms*** that if a supplement was written at a repair facility, a new assessment of damages would need to be completed and the Saturn may be determined to be a total loss againMr*** issued a payment to Ms*** for $4,001.60. On June 14, 2017, Ms*** spoke with Claims Branch Manager Ryan *** and stated she felt she should be paid the full original estimate amount. Mr*** conceded to pay the additional $to Ms***Ms*** stated she was happy with this outcome I’m glad we could bring this matter to a closeIf you have any questions, please call me at ***. Sincerely, Ron ***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
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
Regards,
*** ***

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,
Phyllis ***
I, Phyllis ***, am not satisfied with this resolutionI had never received any information that the date had changed the last month to the 18thIf I would have received notice, then I would not have to go through thisThis is insane that no notification was given to me but it is ok for them to take out days prior to the due date that was originally set up

Mr***,
Attached is our response and supporting documents
Thank you,
Rose ***
Consumer Relations Specialist
440-620-6944July 31, 2017Revdex.com Euclid Avenue, 4th FloorCleveland, OH 44115 Attn: Lou ***Re: File
Number: *** Customer Name: *** ***Policy Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Marathon Insurance Company Mr***,We’re writing in response to your letter dated July 21, Thank you for forwarding Mr***’ concernsWe’re very sorry to hear that he didn’t get the ideal experience as a customerThis is not how we intended his Roadside experience to go. To follow up on Mr***’ experience, we called our vendor, ***, to see what happened*** reviewed Mr***’ phone call for service and confirmed that there was miscommunication or possibly a connection problem that may’ve caused Mr*** to misunderstand the *** representativeThe representative responded to his statement about having a heart attack with, “don’t have a heart attack”I do understand Mr***’ frustration with the intensity of the situation at the time, and I’m sorry that this statement didn’t come through clearly, causing a negative interpretation of our response. We also reviewed our records to see if we followon the delays that Mr*** mentioned in his complaintUnfortunately, we have no record of receiving any calls indicating that Mr*** contacted us about delays in his serviceOur vendor will make every attempt to secure service as timely as possible; however, factors such as the time of day, location, or the need for special equipment can impact service timesIn the event that the estimated time of arrival doesn’t meet a customer’s need, they always have the option to secure service out of pocket and submit a request for reimbursement. We also would like to address Mr***’ concerns about the cancellation of his policyWhen he purchased the policy effective May 12, 2017, he made an initial payment of $and chose a monthly payment planOn May 16, 2017, we sent Mr*** a letter with his new policy documents, explaining that we needed some additional information to complete his purchase and to keep the rate we offered himWe asked him to sign his policy forms online to maintain the discounted rate, and we asked him to send us a copy of his proof of other health insurance and proof that he carried auto insurance from November 12, to May 12, 2017.We did receive a copy of Mr***’ health insurance and a copy of another document, which could’ve been his proof of previous insuranceHowever, the second document was only a partial page, and we couldn’t confirm the information we needed.On May 29, 2017, we sent Mr*** his first installment bill of $187.90, due by June 12, We didn’t receive the payment. On June 3, 2017, we sent Mr*** a letter asking him to send us a document from his former insurance company by June 17, 2017, to keep the lower rateBecause we didn’t hear from Mr*** or receive the information we needed, we removed the prior insurance history from the policy, increasing his rate by $235. On June 15, 2017, we sent Mr*** a Cancel Notice, letting him know we must receive his payment of $by June 29, 2017, to avoid cancellation of the policyBecause we didn’t receive the payment, the policy canceled, leaving a balance due of $Although the policy canceled for nonpayment, Mr*** could’ve called our Relationship Center and asked them to review the policy for possible reinstatementIn reviewing the policy, we have no record of Mr*** calling our Relationship Center to request reinstatementThe only call we have on the policy was on May 29, 2017, when Mr*** called to file a complaint about his Roadside experience.If Mr*** is still interested in a review of his policy to see if the option to reinstate it is available, please have him call our Relationship Center at 800-776-In addition, if he’ll send us a copy of his prior insurance history confirming coverage for the dates listed above, we’ll be happy to review the document and apply any credit necessary to the policyHe can email the document to *** or fax it to ***Please have him include the policy number on any documents submitted. If you have any further questions about the Roadside Assistance, please call Heather *** at ***For questions about the policy, please call Rose *** at ***. Sincerely, Heather *** Rose ***Claims Manager Consumer Relations SpecialistEnclosures

March 15, 2016Revdex.com Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: *** *** Re: File Number: *** Customer Name: *** *** Claim Number: *** Policy Number: *** Policy Type: Personal Auto NAIC
Number: *** Company Name: Progressive Universal Insurance Company Ms***,I’m writing in reply to your letter dated March 8, Thank you for the opportunity to address Ms***’s concerns with her claim. After further review of the facts of loss for February 10, 2016, we’ve reversed our original liability decisionWe’ve contacted our Underwriting department to ensure Ms***’s policy will reflect this accident as not-at-fault at her next renewal effective May 14, 2016. I’ve called Ms*** to make her aware of this correctionI’m sorry for the frustration she experiencedIf you have any questions, please call me at 1-440-910-7905.Sincerely, Ryan L***Ryan L***Claims Manager