Progressive Corporation

Wilson Mills Road N71C Mayfield Village, OH 44143 Fax: 1-888-569-8942 [email protected] November 24, 2015 Revdex.com Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 Attn: *** *** Re: File Number: *** Customer Name: *** *** Policy Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Universal Insurance Company *** ***, I’m writing in reply to your follow up letter dated November 18, 2015. Our records show that we sent multiple emails to *** ***, in addition to the notification sent to her by U.SMail regarding the discount removal. At no time did *** *** advise us that she was having difficulty accessing her policy online, or receiving our emailsShe did not contact us regarding her policy until almost one month after we had already removed the E-sign Discount. *** ***’s policy has since canceled for nonpayment as of November 16, 2015. If I can be of further assistance, please call me at 1-***. Sincerely, Anna O*** Anna O*** Consumer 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,
*** ***

February 10, 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 Paloverde Insurance Company Ms***,I’m writing in reply to your letter dated February 4, I appreciate the opportunity to address Mr***’s concerns with the handling of his claim. On December 30, 2015, we spoke with Mr*** regarding a claim that occurred on December 28, At that time, he indicated that he wanted to file his claim through the other driver’s carrier. On February 3, 2016, we spoke with Mr*** and the other carrierWe became aware that the other carrier had been unable to provide Mr*** with timely resolution and arranged to have the repairs to Mr***’s vehicle completed using the coverage on his policy with us.Mr***’s vehicle is now currently under repairWe’re still working with the other carrier to bring resolution to his claim and have provided Mr*** with regular updatesHe has expressed satisfaction with our resolution of his file and has no further concerns at this timeWe’ll continue to keep him updated accordingly.I’m sorry for the inconvenience Mr*** experiencedIf you have any questions, please call me at 1-440-910-7905.Sincerely, Ryan L***Ryan L***Claims Manager

In discussions with Revdex.com regarding the consumer's rebuttal comments the company has stated their position remains the same

December 9, 2015Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: *** ***Re: File
Number: *** File Name: *** *** Claim Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Northern Insurance Company *** ***,I'm writing in reply to your email dated November 23, 2015.*** *** reported the loss on July 22, She was driving a *** *** *** eastbound on *** *** *** in *** ***Our customer, *** ***, was driving a *** *** ** and was exiting a shopping center at *** *** *** *** with the intent on making a right turn to travel eastbound on *** *** *** *** was established in the right turn only lane and signaled to turn right into the private drive at *** *** *** *** *** observed *** ***’s right indicator light and proceeded to turn right (eastbound) onto *** *** *** *** proceeded straight and impacted the left side of *** ***’s *** ***She indicated that she intended to make a right turn onto *** *** *** at the next intersection We determined that *** *** was the proximate cause of the accident for failure to maintain a proper lookoutWe placed percent shared responsibility on *** *** for failure to obey clearly marked travel lanesOur investigation included statements from both drivers, a review of the accident scene, and a review of the police reportWe are still in the process of resolving *** ***’s property damage and bodily injury claimsI'm sorry for any inconvenience she's experienced. Please call me with any questions at 1-***.Sincerely,Jason R***Jason R*** Claims Manager

May 20, 2016Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: *** ***Re: File Number: ***File Name: *** ***Claim Number: ***Policy Type: Personal AutoNAIC Number: ***Company Name: Progressive Classic Insurance CompanyMs***,I'm
writing in reply to your letter dated May 13, 2016.*** *** reported this loss on May 1, We contacted Ms*** thatday and explained that we needed to complete an investigation, which includedgathering additional information from Ms***.On May 6, 2016, we made contact with Ms*** and confirmed that she wasat-fault for the accidentWe advised Ms*** that we’d mail a payment forher damages the following weekHowever, at this time, we still needed to resolvean issue of coverage on Ms***’s policy.We spoke with Ms*** on May 12, 2016, to provide an update on thecoverage investigationShe asked for resolution by the next dayWe resolved theissue on Ms***’s policy on May 13, 2016, contacted Ms*** to advise thatwe resolved the claim, and issued the $payment to her.We’re sorry for any inconvenience or frustration our investigation causedMs***Ms*** insurance policy (909757767) has no correlation tothis claim and we aren’t able to refund any of the payments she made on it for thecoverages we’re providing to her.If you have any questions, please call me at 1-440-910-3130.Sincerely,Todde W***Todde W***Claims Manager

---------- Forwarded message ----------From: *** *** Date: Tue, Aug 16, at 10:PMSubject: Re:To: *** *** I was in a car accident may 19thI was rearended and pushed into anotjer vehicle in front of meMy car was leaking something at the accidentAnd also making a horrible noise on right side front tire along with steering off into another directionMessed up my whole suspension and alighmentPrior to the accident I had had my struts alignment and radiator replaced in Which I have receipts showingProgressive is the other partys insurance not my own, I carried liability and uninsured motorist through mapfre commerce westI took my car to progressive body shop bruce body shop on wilaon way to have an adjuster look at my vehicle .richie looked my car over and did a partial inspection and said id have to come back to have the other inspection done where it woukd be lifted in the air to acess other damages pertained to my vehicle which there was indeed manyI had told him about the noise then and also about the leakThose damages were not looked at or included in the estimate he provided to meNeither was the front end damages to bumper untill he had added them on there after I had to tell him he was missingAfter determining liability I put my car in shop of my choice and whixh was *** classic *** ***The car was improperly put together with car parts that were all used and aftermarket which I was never informed aboutAlong with mufer relacement they sent car to another shop w out my consent to have a universal muffler welded on my vehicle which was nothing close looking even close to the one I had nor price wise.both front n back bumpers had huge gaps because they didnt fit properly I had ny car put in at *** again for correction of repairs Which *** pointed fingers at progressive and progressive at *** about whos faukt that was After car getting done second time the front bumper was still a used bumper not original like I requested and then the muffler halls shop informed me id have to fix muffler through progressive and it was not his handsProgressive never paid muffler shop so they paid upfront for part and when I missed my scheduled appointment dye to my daughters overnight visit at the ER night prior before and being transferred the next day to oakland I was unable to keep appointment and had no opportunity to callBut when I did however the next day they told me they sent the part backAnd I would have to speak with progressive which I did and progressive has left me hanging ever since

October 10,
Revdex.com
Euclid Avenue, 4th Floor
Cleveland, Ohio
Attn: *** ***
RE: File Number:
File Name: *** ***
Policy Number: ***
Claim Number(s): *** * *** Policy Type: Personal
Auto
NAIC Number: 155-
Company Name: Progressive American Insurance Company
MrT***,
I’m writing in reply to your October 3, inquiryThank you for forwarding
MrsI***’s concerns regarding the handling of her two claimsI’m sorry that
MrsI*** doesn’t feel that she received excellent serviceThis was never our intention to make her feel that wayI appreciate the chance to review the claim file and share some information that will help address her concerns
MrsI*** has two claims involving her Ford Mustang that we’re currently in the process of resolvingThere was a glass loss that happened on July 24, 2017, and a July 31, loss where her Ford Mustang was damaged and items were apparently stolen from the vehicle while being towedBecause the damages from these two incidences occurred independently of each other, it required us to handle as two separate claims (*** * ***)We filed a claim with the tow company that towed the vehicle, however, they denied the claim stating that they didn’t cause any damage to her vehicle, and we’re not able to produce evidence that they caused the damageRegarding the lost or stolen personal effects from the vehicle, Exclusion # under Part IV Comprehensive Coverage reads as follows:
Coverage will not be afforded under this Part IV
to portable equipment, devices, accessories, and any other personal effects that are not permanently installedThis includes, but is not limited to:
atapes, compact discs, cassettes, DVDs, and other recording or recorded media;
bany case or other container designed for use in storing or carrying tapes, compact discs, cassettes, DVDs, or other recording or recorded media;
cany device used for the detection or location of radar, laser, or other speed measuring equipment or its transmissions; and
dCB radios, telephones, two-way mobile radios, DVD players, personal computers, personal digital assistants, or televisions;
Because items stolen and or personal effects taken from her vehicle falls under this exclusion, we’re not able to provide coverage
We understand this loss and claims experience has not met MrsI***’s expectations and we’re committed to addressing each of her concernsAccording to the complaint, MrsI*** incurred additional expenses such as days use of a taxi, hours on the phone, and time spent at a repair shopBecause of this experience, and our previous discussion with MrsI*** we’ve made a business decision to waive her $Comprehensive deductible on each claim, totaling $
Our inspector spoke with MrsI*** on Monday, October 2, 2017, to understand and address concerns over the quality of repair work that was completed on her vehicle
MrsI*** asked that we meet at her house on October 9, 2017, to resolve the outstanding issues
Please don’t hesitate to contact me at
*** with any questions
Sincerely* *** *** *** Middleton
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.This is, however, a step in the right directionThe Progressive agent is welcome to reach out to me, via email, directly (not through any third party system, direct email only!) and i'll gladly provide the requested information
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. For your reference, details of the offer I reviewed appear below
When I hire a company to work for me, I expect them to look out for me, their customerIn their reply, it is clear that that is not the caseI do not work in the insurance field, I am relying on them to treat me, their customer, fairlyI accepted their offer based on thisGuess I was expected to hire a lawyer to make sure they were doing their jobIt is a shame they take advantage of their customers who are not well versed in their field of businessIt is easy to see why there are so many complaints and bad reviews for Progressive on here. Unacceptable.
Regards,
*** ***

July 28, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115Attn: *** ***Re: File Number: *** File Name: *** ***Claim Number: ***Policy Type: Personal AutoNAIC Number: *** Company Name: Progressive American Insurance CompanyMs
***, I’m writing in reply to your letter dated July 23, We appreciate the opportunity to clarify the situation.I’ve completed our liability investigation into the July 19, loss and have determined our customer, *** ***, is percent responsible for the loss. On July 25, 2016, I spoke to Ms*** to discuss her concernsOn this date, we also reimbursed Ms***’ deductible. If you have any questions, please call me at 1-305-894-8930.Sincerely,Nestor L***Nestor L***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
Regards,
*** *** I REJECT THIS DECISION, BECAUSE, FOR ONE, I NEVER SPOKE TO THIS GENTLEMAN NAMED SCOTTI HAVE BEEN DEALING WITH A GUY NAMED CHRIS AND HE IS THE PROGRESSIVE MANAGER, TELEPHONE NUMBER IS (*** ***HE SPOKE TO ME TODAY, 07/08/AND TOLD ME THAT HE WAS GOING TO DO A REINSPECTION OF THE CARSO I AM WAITING FOR CHRIS TO GET BACK IN TOUCH WITH ME TO DO THE REINSPECTIONTHANK YOU FOR YOUR TIME AND PATIENCE IN THIS MATTER

(The following was copy/paste by Revdex.com staff - ***)***July 25, 2017 Revdex.comEuclid Ave., 4th Flr.Cleveland, OH 44115Attn: *** ***Re: File Number: *** Customer Name: *** *** Claim Number: *** Policy Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Northwestern Insurance Company*** ***,I'm writing in reply to your email dated July 19, Thank you for the opportunity to address these additional concerns.The fair market value of $19,was calculated based upon three vehicles for sale in his local market that were comparable to *** ***s vehicleThis is the figure we use when we determine if a vehicle is repairable or not, and was calculated using a method consistently appliedTravalue is a different number and considerably less than market value.The limit of liability for this claim, as defined in *** ***’s policy agreement, KS Auto Policy form 9611, edition (09/16), is the lessor of cost of repairs (less deductible) or the actual cash valueSince we’re offering the cost of repairs, we’ve met our obligations to *** *** per his policy agreementPerceived loss of market value or diminishment of value claims are beyond the limit of liability outlined in the policy agreement, and therefore, not eligible for consideration As I mentioned in my previous letter, *** ***’s Ford is at a Ford repair facility who is ready to begin the work*** *** *** is also within our preferred repair network, and we guarantee this shopThe truck is repairable, and we’re happy to stand behind the quality and safety of the repairs done there for as long as he owns the truck*** *** is free to take his truck to the shop of his choice. If you have any questions, please feel free to call me at ***.Sincerely,Curtis G***Catastrophe Manager

January 4, 2016Revdex.com Euclid Avenue, 4th floorCleveland, OH 44115Attn: *** ***Re: File Number: *** Customer Name: *** *** Policy Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Direct Insurance Company*** ***,I'm writing in reply to your email dated December 28, 2015.*** *** quoted and purchased his policy onlineAt that time he indicated that he'd taken a Defensive Driver Refresher course within the past three yearsHe also indicated that he had another policy with usA copy of his Application is enclosed showing the Multi-Policy and Defensive Driver DiscountsThese discounts are also reflected on his Coverage Summary. We sent *** *** a Checklist requesting a copy of his Defensive Driver Course completion certificateWe also sent an additional request for the certificate with a due date of October 26, We were unable to locate another policy for *** *** and we sent him a memo advising that we'd removed the discountWe issued a revised Coverage SummaryWe also removed the Defensive Driver Discount because we didn't receive the certificateWe issued a memo and revised Coverage Summary advising *** *** of this change. He can still provide the requested informationHe can fax them to 1-877-*** or mail them to P.OBox 6807, Cleveland, OH 44101-He should reference his policy number on all correspondence that he providesI'm sorry for any misunderstanding or inconvenience to *** ***.Please call me with any questions at 1-440-***.Sincerely,Sharon ** S*Sharon *S*Consumer Relations Specialist

January 29, 2016Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: *** ***Re: File Number: ***File Name: *** ***Claim Number* ***Policy Type: Personal AutoNAIC Number: ***Company Name: Progressive Direct Insurance CompanyMs***,I'm writing in reply to your letter dated January 25, 2016.I’m familiar with *** ***Although Mr*** hired a professionalappraiser, that doesn’t obligate us to offer him a settlement for Diminution of Value(DOV)In addition, the fact that we used this vendor in the past for their opinion onDOV has no bearing on Mr***’s individual situation.Diminution of value describes a concept in which an item has lost value in themarketplace because of an occurrence or condition that cannot be alteredThe itemthat has sustained a diminution of its value has sustained some type of damage oralteration that forever changes it and differentiates it from others of its kind orqualityThe damage or alteration must be verifiable; that is, capable of beingdefined and measuredMost importantly, the damage or alteration cannot beundone or repaired in any manner, but is permanent.Mr***’s vehicle was repaired at a shop of his choiceWe paid the shop tocomplete repairs to the vehicle that are commonly accepted in the automotiveindustryThe damages caused by our customer were undone and the vehicle wasrepaired back to pre-loss condition by this shopIf it was not repaired to quality, weare discussing a quality of repair issue.We appreciate the information presented by Mr***However, we do notquantify a loss in value based on a travalue provided by a dealership nor anappraisalAfter reviewing the information Mr*** submitted, we maintain ourposition that he hasn’t incurred a loss due to DOV since his loss hasn’t been provenor realizedIn the spirit of compromise, we previously negotiated and offered to resolve this matter for $1,Mr*** declined this offerWhile we do notfeel a diminution of value occurred in this situation, we are willing to work withMr*** and will make a final offer of $1,in exchange for a propertydamage release.If Mr*** wants to discuss this further, he can call me at 1-303-334-1822.Sincerely,Jennifer G***Jennifer G***Claims Manager

February 15, 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 Casualty
Insurance Company Ms***,I’m writing in response to your letter dated February 8, I appreciate the opportunity to address Mr***’s concerns and explain why his rate increased.Mr*** initially received a six-month quote of $1,for his policy that became effective on December 18, The amount quoted was based upon no reported accidents/violations on the ApplicationDuring the final underwriting process, we obtained a CLUE report showing a May 1, 2013, not-at-fault accident for Mr***, which resulted in a $increase in his rateOur insurance program accounts for not-at-fault accidentsAlthough we do not assess points for not-at-fault accidents, we do consider them in the total rating of the policyWe sent Mr*** a revised Coverage Summary with a letter explaining why his rate changed.When Mr*** purchased the policy, he agreed to participate in our Paperless Program and received a discount for choosing this optionOn December 18, 2015, we sent him an email with a link asking him to log in to his policy and complete the Paperless enrollment steps in order to maintain the discountWe sent Mr*** another email on December 25, 2015, reminding him to complete the enrollment steps.On January 11, 2016, we sent Mr*** a letter explaining that to keep saving with the Paperless Discount, we needed him to log in to his policy and complete the Paperless enrollment steps.On January 18, 2016, we sent a final email advising Mr*** he would no longer be eligible for the Paperless Discount if he did not complete the enrollment stepsBecause he did not access his policy and complete the Paperless enrollment, we removed the Paperless Discount from the policy effective December 18, 2015, which resulted in a $increaseWe sent Mr*** a revised Coverage Summary with a letter explaining why his rate changed. If Mr*** would like to go paperless and start saving with the Paperless Discount again, he can re-enroll by logging in to his policy online.I hope our response has addressed Mr***’s concernsIf you have any questions, please call me at 1-440-620-6944. Sincerely, Rose S*Rose S*Consumer Relations SpecialistEnclosures

Consumer Relations Department Wilson Mills Road, N71C Mayfield Village, OH 44143 Fax: 1-888-*** [email protected] October 2, Revdex.com Euclid Avenue - 4th Floor Cleveland, OH 44115 Attn: ***
*** Re: File Number: *** Customer Name: *** *** Claim Number: *** Policy Number: *** Policy Type: Motorcycle NAIC Number: *** Company Name: Progressive Casualty Insurance Company *** ***, I'm writing in reply to your letter dated September 18, 2015. On September 24, 2015, we spoke with *** *** to apologize for any delay or miscommunication during our handling of his claimWe verified that the remaining items he referenced in his complaint were two motorcycle helmets, a pair of boots and two pairs of jeans. We explained to *** *** that the jeans don’t qualify as safety riding apparel under his policy with usWe also advised him that we’d claim the other items against the other driver’s insurance company*** *** understood the situation and that we were issuing him a payment of $for the helmets and boots. If you have any questions, please call me at 1-*** Sincerely, Jennifer M*** Jennifer M*** Claims Manager

January 18, 2016Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: *** ***Re: File Number: *** Customer Name: *** *** Claim Number: *** Policy Number: *** Policy Type: Personal Auto NAIC Code: ***
Company Name: Progressive Premier Insurance Company of Illinois Ms***,I'm writing in reply to your letter dated January 10, I appreciate the opportunity to clarify the situation.On January 2, 2016, Mr*** contacted us to report that a fire damaged his Chrysler earlier that dayOur claims representative contacted Mr*** and told him that his policy is a Named Operator policy, which does not provide Comprehensive coverage for the ChryslerMr*** acknowledged contacting our Relationship Center to discuss removing the Chrysler from his policy but stated he only wanted a quote for that potential change.We obtained a recording of the call Mr*** made to us on December 8, During the conversation, Mr*** stated that he would like to change the policy and remove the ChryslerAt no point during the conversation did he ask for a quoteHe stated he was only interested in keeping a policy in force to “cover him”We sent a new Declarations Page to Mr***’s home address detailing the change and the coverages available under the Named Operator policy.Accordingly, we denied the comprehensive claimWe provided Mr*** with a copy of his December 8, call, in which he requested the coverage changesIn addition, we have made two follow up calls to Mr***, but he has yet to call us backI have provided a copy of the Denial Letter along with the new Declarations Page we sent reflecting the requested coverage changes. If you need any additional information, please contact me at 1-804-887-5743.Sincerely,Stuart N***Stuart N***Claims Manager

August 30, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: *** ***Re: File Number: *** Customer Name: *** *** Policy Number: *** Claim Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Direct
Insurance CompanyMs***,I’m responding to your letter of August 19, Thank you for the opportunity to clarify the situation.We initially completed an estimate for Ms***’s vehicle on August 10, 2016, at which time she expressed that she had not yet chosen a shop for repairsShe was concerned about the potential for additional damage when she dropped her vehicle off at her shop of choiceWe explained that while we do complete an estimate based on our process and procedures; once the vehicle was at her shop of choice, we’d address any additional damage with her shop technician.Since that time Ms*** has chosen to repair her vehicle at a shop of her choiceWe’ve addressed and paid for the additional damage, and her vehicle has been repaired to completion and delivered to herAdditionally, we’ve also contacted her to apologize for any miscommunication and our lack of attention to her unreturned callsMs*** has confirmed that she is satisfied with the resolution provided.If you have any questions, please call me at 1-440-910-7905.Sincerely,Ryan L*** Ryan L***Claims Manager

(The following was copy/paste by Revdex.com staff - ***)***October 2, 2017Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Lou *** Re: File Number: *** Customer Name: *** *** Policy Number: *** Policy Type: Personal
Auto NAIC Code: *** Company Name: Progressive Advanced Insurance Company Mr*** I’m writing in reply to your inquiry dated September 25, I understand Mr*** is upset that were not able to offer him the same membership benefits as we were before, and I’m sorry for thatWhile we appreciate Mr*** being a loyal customer, we can’t just change policy information to lower his rateI’m happy to explain why we can’t. Insurance is a highly regulated industry, which means that there are rules for everything, and not all those rules take important things like loyalty into accountIn this case, we file our criteria for our Continuous Insurance DiscountsUnfortunately, because Mr*** did have a lapse in coverage, he no longer qualifies for the same level on his Continuous Insurance DiscountAs much as I wish that all our processes result in the best customer experience, sometimes our hands are tied. We want Mr*** to remain a customer of ours, so I reviewed his policy to see if we can save him some money with any other programs or discountsWe do offer our *** Program that may be able to help him save some moneyIf he’s interested, he can give us a call at ***A service consultant will be happy to go over his policy to make sure he’s getting all the discounts he qualifies for and receiving the best price we can offer. If you have any questions, please call me at ***.Sincerely, Jeff P***Consumer Relations Specialist