Progressive Corporation

February 1, 2016Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: Aisha [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Max Insurance CompanyMs [redacted] ,I’m writing in reply to your letter dated January 24, 2016.Ms [redacted] renewed her policy effective January 6, 2015, with a payment in full for $on December 28, At that time, she was listed as the only driver on the policy and the policy covered two vehiclesBecause she paid the policy in full for six months, she received the Paid In Full DiscountMs [redacted] called in on December 28, 2015, after she paid the policy in full, and spoke with our representativeShe advised that she wanted to add her brother, [redacted] and his [redacted] to her policyThe representative made the changes to her policy and advised that the increase from December 28, 2015, to her renewal on January 6, 2016, was $and the increase for the upcoming renewal on January 6, 2016, for six months, was $He advised that we would bill her for $924.82, which would be due on February 6, This amount included her Paid In Full DiscountShe requested to know what the monthly payment would be and the representative took the $and divided it by six months, putting the monthly payment at about $Ms [redacted] requested to make the changeWe sent her and updated Coverage Summary and Identification Cards reflecting this change.In order for her to keep the Paid In Full Discount on her policy, Ms [redacted] would need to make the payment of $in full by February 6, If she wanted to make monthly payments on this balance, she would lose her Paid In Full DiscountWe sent Ms [redacted] a bill on January 21, 2016, for $due February 6, On January 27, 2016, Ms [redacted] requested to remove the [redacted] from her policyThis decreased the policy $We sent her an updated bill for $due February 6, On January 28, 2016, Ms [redacted] requested to remove MrTingue from her policyThis decreased the policy $We sent her an updated bill for $due by February 6, This is a valid amount due for coverage for MrTingue and his vehicle from December 28, 2015, until they were removedIf MrTingue had insurance coverage for himself and the [redacted] from December 28, to January 28, 2016, Ms [redacted] can provide me a copy of his policyOnce received, I’ll review it and determine if we can backdate removing MrTingue and his vehicle from her policy effective December 28, She can fax this information to my attention at 1-888-569-or email me at [email protected]’m sorry for any frustration this situation has caused Ms [redacted] If you have questions, please call me at 1-440-620- Sincerely,Stephanie C***Stephanie C***Consumer Relations Specialist

[redacted] May 24, 2017Revdex.com Euclid Avenue, 4th floorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] File Name: Chia [redacted] Claim Number: [redacted] Policy Type: Commercial Lines NAIC Number: [redacted] Company Name: Progressive Casualty Insurance CompanyMr [redacted] ,I’m writing in reply to your letter dated May 20, 2017.We accepted liability for the loss that occurred on May 15, We inspected Mr [redacted] Toyota Camry on May 18, We declared the vehicle a total loss as the cost to repair the vehicle exceeded the valueWe determined the vehicle value to be $4,This amount included a deduction for a guaranteed salvage bid on the vehicle, as Mr** advised us of his intention to retain the salvageWe issued the settlement draft on May 21, 2017.The estimate Mr [redacted] provided from his repair shop of choice appears higher than the total loss settlement he receivedAs our settlement offer is based on the actual value of the vehicle less a salvage bid, we are not able to match the estimate given to him for repair and meet this request.If you have any questions, please call me at [redacted] Sincerely,Charles [redacted] Charles [redacted] Claims Manager

[redacted] September 6, 2017Revdex.comEuclid Avenue, 4th Fl.Cleveland OH 44115Attn: Lou [redacted] Re: File Number: [redacted] Customer Name: Deborah F [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Travel Trailer NAIC Number: [redacted] Company Name: Progressive Universal Insurance CompanyMr [redacted] ,I’m writing in reply to your email dated August 30, 2017.I’m sorry that our customer doesn’t agree with our claims decisionI’ve reviewed her follconcerns and our file to explain our claim handlingI hope this information is helpful.Regarding the lack of structural flaw or breakdown, we pursued this with our customer’s express written authorization, to get the manufacturer involved in the process and possibly eliminate an obvious vector for any future recurring cracks The lack of a structural flaw or breakdown doesn’t negate the fact that this fifth wheel trailer didn’t successfully negotiate the rigors of road use without showing the limitations of its construction by generating a stress crack at the exact point where the slide opening was square cut into the bonded sidewall When I contacted [redacted] ***, to clarify their position, they stated that they never intended any of their comments to be taken in the light they wereSpecifically, that we should and would normally (as an industry standard) cover damages as seen in this claimThe forums that we referred to as a source of information pertaining to the common issues of stress cracks are valid for referenceOur customer did her own research, and when we discussed the denial and the facts of the stress crack, we agreed that this appeared to be a common issue with these types of trailersAdditionally, the manufacturer of her fifth wheel trailer, has in the past paid for stress crack repairs and even has a method to reinforce the framing behind these stress cracks to try to keep them from recurringWe shared that they have begun to manufacture their newer, similar trailers in a manner intended to avoid these stress cracks entirely The manufacture date of the customer’s trailer precludes her from being the recipient of this new process.We understand our customer’s feelings in this matterOur decision to deny a claim is never taken lightly, but our feelings do not negate the fact that a we do not have a covered loss to this trailer Please call me with any questions at [redacted] Sincerely,Sharon D***Sharon D***Consumer Relations Specialist

March 24, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115Re: File Number: [redacted] File Name: [redacted] To whom it may concern,I’m writing in reply to your letter dated March 22, We appreciate the opportunity to respond to Mr [redacted] ’s concern.I can understand how frustrating it is to receive unwanted solicitation calls, emails, and mailings.I’ve requested Mr [redacted] ’s name be removed from our recordsHe should not be receiving any further solicitations from us.I’m very sorry for the frustration this matter has caused, it wasn’t our intention.If you have any questions, please call me at 1-440-620-6941.Sincerely,Eva D [redacted] Eva D [redacted] Consumer Relations Specialist

December 12, Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: MotorcycleNAIC Number: 155-16322Company Name: Progressive Direct Insurance Company [redacted] ,I’m writing in reply to your email dated December 5, Since the time that [redacted] filed her complaint with your office, we have made the correction to her policy to list the correct drivers on the policy as she requested and have issued the creditI’m sorry for her frustration with the service she received from us.In her complaint, [redacted] requested that we cancel her policy and issue a refund to herIf she would like to cancel her policy, she can call us anytime at 1-877-280-and let us know what date she would like to cancel the policy I’ve enclosed a copy of the Coverage Summary pages to confirm we issued the policy creditIf you have any questions, please call me at 1-440-395-Sincerely, Lisa F [redacted] Lisa F [redacted] Consumer Relations Specialist

(The following was copy/paste by Revdex.com staff - LST)***March 14, 2018Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: Lou [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Premier Insurance Company of IllinoisMr [redacted] MsS [redacted] *s a valued customer and we're glad that she shared her concerns.Our third-party vendor, [redacted] reached out to MsS [redacted] to discuss the timing of her service and overall experienceThey offered her our sincerest apologies and a goodwill gesture of $for her inconvenienceMsS [redacted] graciously accepted the gesture with no further concerns [redacted] will use this incident as an example so they can improve upon their system.We know that the service delay was very frustrating, but we're unable to refund what she's paid for the policy.If you have any questions, please call me at [redacted] Sincerely, [redacted] National Claims Unit

March 29, 2016Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Code: [redacted] Company Name: Progressive Select Insurance Company Ms [redacted] ,I am writing in reply to your letter dated March 22, I appreciate the opportunity to clarify the situationWe have fully indemnified Mr [redacted] for the damage to his [redacted] , in the amount of $1,***’s Auto Body, Mr***’s shop of choice, completed the repairsWith proper repair techniques, vehicles that we do not declare a total loss can be returned to their pre-loss conditionIf Mr [redacted] is not satisfied with the repair quality, he should contact his shop of choice and discuss resolving any issues with themMr [redacted] has not provided any documentation to support that he experienced any other lossWithout evidence of the alleged diminution of value, we are unable to consider additional compensation on behalf of our customerWe have fully compensated Mr [redacted] for the damage to his vehicle by repairing it to pre-loss condition.If you have any question, please call me at 1-412-501-6510.Sincerely, Michael R***Michael R***Claims Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I have NOT received a copy of any disclouser that I have asked for, was not informed by agent for Progressive there would be a charge for cancellation of policyI have requested docI have spoken with other insurance companies and there are no laws they are aware of that only apply to NY if you cancel before months you are charged a feeI found other insurance at a great discount compared to Progressive and I feel it is discrimation to me that they are trying to charge me thisI am a disabled person and live on SSDI was questioned by agent when I called Progressive to cancel who I was moving my policy withWhen I told the agent that was when they told me about the chargeThe agent from [redacted] & [redacted] NEVER told me about a fee and had told me she was just "fitting " me into her busy dayI NEVER had time to read anything and she did NOT explain about a chargeMy next step will be to put an ad in the newspaper locally and explain what has occuredThis company is so desperate for money they are doing this to CERTAIN NY residents

September 7, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] on Behalf of ***’s [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance CompanyMs [redacted] ,I’m responding to your letter dated August 25, Thank you for the opportunity to clarify the situation.After careful review of our original report, we found that an error was made in the decoding of the vehicleWe called the dealer and confirmed that the vehicle had the 301A packageWe re-ran our report and the new actual cash value came in at $15,Mr [redacted] ’s request of $16,included the fronting of the sales taxWe are in agreement to settle with Mr [redacted] for the requested amount of $16,We’ve apologized to Mr [redacted] for our error and the inconvenience this situation has causedAs soon as we receive the necessary signed documents, we will immediately issue the settlement draft to Mr [redacted] .If you have any questions, please call me at 1-614-904-3043.Sincerely,Charles J [redacted] Charles J [redacted] Claims Manager

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I believe the information you have is incorrectMy policy renewal dates are May 10,and November 10, There was definately a total of days worth of data since I started using the snapshot on February 2, and my policy renewal date of May 10, I calculated a total of days between those two dates so the permanent discount should have been applied Regards, [redacted]

(The following was copy/paste by Revdex.com staff - LST)***April 27, 2017Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Lou [redacted] Re: File Number: [redacted] Customer Name: Lisa [redacted] Claim Number: [redacted] Policy Number: 33084059- Policy Type: Personal Auto NAIC Code: [redacted] Company Name: Progressive Premier Insurance Company of Illinois Mr [redacted] ,I’m writing in reply to your inquiry dated April 17, I understand that Ms [redacted] is upset that we’re unable to cover her lossI’m happy to review her claim to see what happenedMs [redacted] was driving her Chevrolet Sonic on March 15, 2017, and her vehicle was rear ended by an uninsured motoristThe two drivers exchanged information, but they did not call the policeUnfortunately, we were not able to confirm the other driver involved in the loss, which means we’re unable to provide Uninsured Motorist Property Damage coverageWe also reviewed the claim to see if we could cover the loss under Ms [redacted] ’s Collision coverageUnfortunately, her policy has a $1,deductible, and the initial estimate is under $1000, so we’re unable to make paymentI wish I had better news for her.I’m sorry for the frustration this causedIf you have any questions, please feel free to call me directly [redacted] .Sincerely, Jim [redacted] Claims Manager Attachment

Consumer sent the following response See attached.Consumer response copied and pasted below by Revdex.com staff MT 2/23/17:February 20,Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Melissa TrahanMrs.T [redacted] I am responding back to Mrs., Jennifer [redacted] ,in reference to my complaintAfter reviewing Mrs [redacted] response, I found that some of the statements are falseI did in fact call Progressive Auto Insurance after September 2,and requested that they add Collision and Comprehensive coverage to my policyAlso, I was advised, that my policy was going to be updated and I had a $deductibleI was also advised that I didn’t have to do anything elseAlso, I found it odd that I did not receive a binder copy of my policy when I requested one, but did pay attention to it because every company is different In regards, to the monthly payments, I thought was paying $88per month because of the Snapshot program, I signed up for with Progressive I believe, I was supposed to pay more, then Progressive should have advised me of that and I would haveFurthermore, throughout the whole investigation I wasn’t treated appropriatelyI was huon times when I called to know the statues of my claimAlso, during one of the calls one of the customer service representative advised me that, I never did the Photo inspection and said that I was required to I was never advised that, I had to do the photo inspection Please note, that about my complaint I would like to be compensated for what I was supposed to have on my policyRegards, [redacted]

May 31, 2016Revdex.com, IncEuclid Avenue 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Advanced Insurance Company Ms [redacted] ,I’m writing in reply to your letter dated May 24, I appreciate the opportunity to clarify the situation.Insurance rates for all vehicles vary depending on several factors, such as who drives the vehicle and the vehicle year, make and modelFor older vehicles, many drivers choose liability coverage, which covers injury or damage to other people or propertyLiability only may be cheaper than insuring an older vehicle with Comprehensive and Collision coveragesThe cost for parts and labor continues to increase for older and foreign models, which affects our cost in doing business due to the rising cost of claims.We explained to Mr [redacted] why we determined his vehicle a total lossThis had nothing to do with the rate applied to the replacement vehicleThe rate applied complies with our rating plan as filed with the stateTherefore, it must remain as charged I’m sorry for the misunderstanding and inconvenience causedIf you have any questions, please call me at 1-440-620-6942.Sincerely,Annie G***Annie G***Consumer Relations Specialist

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have emailed MrJeff P [redacted] and called him with the contact information he provided in his response to the Revdex.comTo date he has not contacted me, neither has progressive to resolve this issueIn the email I sent on February 2nd, at 1:PM, to MrP [redacted] at the cc'ed email address and in the letter from MrP [redacted] I attached the insurance card showing the vehicle was covered by another insurance company as of 09/30/Please have Progressive adjust or credit my account accordingly, cancel my account of that date, and remove all negative information from my credit reportI have already had my new insurance company handle the fact that progressive incorrectly advised the NC DMV that I was without Liability insuranceMy New insurance company is very responsive and attentive to my needs as a customerI just want this nightmare with Progressive to end and for them to be out of my life! Please! I have done everything they have asked of me and still I get no response and no actionHelp me, please Regards, [redacted]

some of those photos are not of my boat, I took the insurance company's word for the inspection of the boat and was shocked by the outcome after a longer than turn aroundafter the claim was partially declined I was forced to embark on my own to resolve the issue,it took some time to make it down to the boat at which time I found thw y pipe that they had claim was corroded was not and that the flange on the y pipe had been physically broken during impact,the photo of a badly corroded y pipe is not from my boat

October 24, 2016Revdex.com Euclid Avenue, 4th FloorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Advanced Insurance CompanyMs [redacted] , I’m writing in reply to your follow up letter dated October 18, 2016.Thank you for your inquiryWe’ve completed a review of the file and the status of the file has changed since Mr [redacted] ’s last correspondence.On October 18, 2016, our Claims Representative Kevin L [redacted] , contacted Mr [redacted] and negotiated a settlementWe secured a release the same day and issued paymentThe claim is now closed.If you have any questions, please call me at 1-440-910-Sincerely,Brian M***Brian M***Commercial Claims Manager

May 26, 2015Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Select Insurance Company [redacted] ,I’m writing in reply to your letter dated May 19, 2015.On November 5, [redacted] bought a six month auto insurance policy with us via the internet for $and made an initial payment of $He opted to have his payments automatically withdrawn from his checking account with an Electronic Funds Transfer (EFT) bill plan [redacted] changed his due dates on the automatic scheduled payments starting in December to April of 2015, from the 5th of each month to the 15th of each monthOn December 12, 2014, he removed himself from the EFT bill plan and requested an invoice via the United States Postal Service (USPS)At the time of this change, his December 15, 2014, invoice was still dueOn December 21, 2014, we issued a Cancel Notice with an effective date of January 2, 2015, for $On this same day, [redacted] made this payment via the internetOn January 2, 2015, we issued an invoice for $due by January 18, Because he didn’t make this payment on time, on January 23, 2015, we added a $late fee to his policy.On January 25, 2015, we issued a Cancel Notice for $with an effective date of February 6, [redacted] made this payment on February 5, 2015, via the internetOn February 19, 2015, he called us and made coverage changes to the [redacted] and the [redacted] ***We added $to the policy.On February 27, 2015, we issued an invoice with an effective date of March 15, 2015, for $Because he didn’t make this payment on time, on March 20, 2015, we added a $late feeOn March 22, 2015, we sent a Cancel Notice and asked that he make a payment by April 3, On April 3, 2015, [redacted] contacted us via on line chat and asked to cancel his policy voluntarily effective April 3, We advised [redacted] of his new amount due of $We made an accommodation to waive the $Cancel Fee applicable to his policy and a $late feeWe advised him of his new amount due of $524.97On April 26, 2015, we sent a Collection Letter and asked that he make a prompt payment to the policy for the amount due of $to avoid further collections.On May 15, 2015, because he never made this payment, the balance was sent to our outside vendor [redacted] *** [redacted] can reach them directly at 1-866- [redacted] to make any payment arrangementsI’m sorry to hear of any dissatisfaction with us, I show we did make numerous attempts to speak to [redacted] ***, however; he refused to allow us to contact him via telephoneEach time, he stated he was at work and unable to receive callsWe also advised him when he communicated with us via chat, that supervisors do not use chat for any escalated issuesOn several occasions we asked him to call us directly or allow us to call himHe refused to do this each timeBelow are the chat dates where we addressed his balance due December 2, 1014December 18, 2014January 2, 2015February 19, 2015March 3, 2015March 13, 2015March 16, 2015, call was disconnectedMarch 23, 2015March 24, 2015April 3, 2015May 18, 2015Currently, this amount is valid and due immediatelyHe would need to contact the collection agency to make any payment arrangementsIf you have questions, please call me at 1-440- [redacted] Sincerely, [redacted] Consumer Relations Specialist

May 13, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Claim Number: [redacted] Policy Type: Manufactured Home NAIC Number: [redacted] Company Name: Progressive Specialty Insurance CompanyMs [redacted] ,I would like to inform you that we have reached an agreement with Mr [redacted] to resolve the claim for roof damage to his [redacted] manufactured homeI contacted Mr [redacted] in an effort to resolve the issue for the roof replacement estimate he received on March 1, 2016, from [redacted] Industries in the amount of $4,He has a $Comprehensive deductible that we applied to the claimDue to the age and pre-loss condition of the existing roof, we assessed percent depreciation on the materials to be used for the new roofWe verified the cost of those materials with [redacted] to be $4,As a result of my conversation with Mr***, I issued a payment for $2,to Mr [redacted] and have closed his claimIf you have any questions, please call me at 1-216-416-7649.Sincerely,Scott L***Scott L***Claims Manager

April 25, 2016Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive County Mutual Insurance CompanyTo Whom It May Concern,I’m writing in reply to your letter dated April 18, I appreciate the opportunity to clarify the situationI’ve reviewed the complaint filed by Mr*** We issued a check to [redacted] ***, the owner of the vehicle, for $on April 19, 2016, for reimbursement for the wheel repair to his [redacted] .Our Claim Representative, Jude S***, met with Mr [redacted] in person on April 19, 2016, to discuss his medical billWe reimbursed him $for his medical expenses along with an additional $for general damages to resolve his bodily injury claimMr [redacted] agreed to the payment and signed a claims releaseWe mailed the check for $d to Mr***He’s satisfied with the outcome and had no other concerns at this timeI’m sorry for any confusion to this matterIf you have any questions, please call me at 1-972- 204-5543.Sincerely, Stephanie M [redacted] Stephanie M***Claims Manager

April 15, 2016Revdex.com Euclid Avenue, 4th floorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Claim Numbers: [redacted] and [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: United Financial Casualty CompanyMs [redacted] , I’m writing in reply to your letter dated April 9, 2016.We understand Ms [redacted] is concerned that her windshield damage spread during a failed repair attempt and that she is requesting we pay for the full replacement of her windshieldDue to the volatile nature of window glass, we do not offer a guarantee of replacement in the event of a failed repairWhen a situation like this occurs, we offer to replace the windshield, with the understanding that the customer will either owe any deductible selected for Glass/Comprehensive coverage or will need to pay out-of-pocket for the replacement if the cost falls below their deductibleTypically, we also offer to assist them in locating window glass at an affordable cost.We sympathize with Ms [redacted] and agree that the failure of the repair was unfortunateHowever, windshield glass is known to be highly sensitive to many external factors such as temperature and motion which are outside of our control, and there is always a risk of damage spreading despite our effortsFor these reasons, we do not offer guarantees of replacement due to failed repairs and we are unable to pay for the replacement of her windshield.If you have any questions, please call me at 1-440-910-Sincerely, Jesus RL [redacted] Jesus RL [redacted] National Claims Unit