Progressive Corporation

August 11, 2016Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: *** ***Re: File Number: *** Customer Name: *** *** Claim Number: *** Policy Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive County Mutual Insurance CompanyMs***,I’m writing in reply to your follow up dated August 4, I appreciate providing a follow up on this situation. On July 12, 2016, I had a conversation with Ms*** and I apologized for the lack of communication throughout her repair processWe did, however leave two voicemails with repair specific updates during the course of the repairI agreed that we could improve our repair update communication with respect to her specific claim and schedule. I also offered at that time to fill up Ms***’s vehicle with fuel upon its return to the site and a payment of $for the inconvenience that she experiencedThis offer of resolution was not accepted by Ms***In order to provide a reasonable good faith resolution to this matter, I’ve issued a payment of $to Ms***She should receive this payment within to business days. If you should have questions, please feel free to call me at 1-817-525-2828. Sincerely,Kevin D*** Kevin D*** Claims Manager

*** *** *** *** ** *** *** * ***May 25, 2017Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: *** ***Re: File Number: *** Customer Name: Chloee ** *** Policy Number: *** Policy Type: Personal Auto NAIC Number: ***
Company Name: Progressive Northwestern Insurance CompanyMr***,Thank you for your letter dated May 19, I’m sorry for the confusion this situation has caused Ms***, and I hope the following helps explain what occurred. I reviewed her policy and found that she made a payment of $on May 9, This payment wasn’t honored by her bank, so we added a $Returned Payment fee and sent her a Cancel Notice requesting a payment by June 1, On May 18, 2017, she requested to cancel her policy, which left a $balanceBelow is a breakdown of the amount due: $Price for coverage from April 9, to May 18, $ Installment fee $ Returned Payment fee _______ $Total$Total amount paid_______$ Total amount due after cancelMs*** called in before the payment was returned by her bank to quote the cancellation of her policyAt that time, we provided her with information based on the May 9, payment being honored by her bankIf the bank had honored this payment, she would have received a refund, but, because it wasn’t honored, the information changed and she has $due after cancellationShe can call us at 1-800-888-to make this payment. I understand that this situation was very frustrating for Ms***, and I’m sorry for the trouble it’s causedI hope that I’ve helped explain the balance dueIf you have any questions, please call me at 1-440-620- Sincerely,Stephanie ***Consumer Relations Specialist

*** ***,Attached is our response.Thank you,Rose S*Consumer Relations Specialist***

June
24,
RevDex.com
Euclid Avenue, 4th Floor
Cleveland,
OH
Attn:
*** ***
Re: File
Number: ***
Customer
Name: *** ***
Claim
Number: ***
Policy
Number: ***
Policy
Type: Personal Auto
NAIC
Number: ***
Company
Name: *** *** *** *** ***
*** ***,
I’m
writing in response to your follow up letter dated June 17,
My
original response dated June 9, 2015, explains that *** ***
picked up his vehicle from ***; however, he did not pay us the
$1,deductible he owed for the accident related repair work
performed by *** ***At no point did my response ever outline
that he did not pay *** for the repairs they performed to his
vehicleBased on the conversation I personally had with *** ***
on April 29, 2015, *** *** was to pay us his deductible prior to
picking up his vehicle from *** *** picked up his
vehicle, paid *** for work they completed on his vehicle, but
never paid us*** *** acknowledges that he has not paid us the
$1,deductible at this point and has made no indication that he
plans to do so
Although
*** *** disagrees with our position, we have communicated our
final decision to him and how we came about making that decisionWe
have deemed that the internal steering switch failure, although
failing while in our possession of the vehicle, was not a result of
the accident or possible negligence by *** ***This was based
on ***’s independent diagnosis of the problem indicating there
is no way a person could have caused damage to this part and that the
part simply failed over timeThey also made mention that it is not
uncommon for this part to fail and our research indicates this is a
known issue with this particular vehicleThe timing of the failure
happened to be while it was in our possession, which is unfortunate,
as this has been the basis of *** ***’s complaints
*** *** appears to have a misunderstanding of the Rental coverage on
his policyAs per the insuring agreement, we provide Rental coverage
for a covered auto due to loss related repairs and coverage ends when
the loss related repairs are completedWe have deemed the ignition
issues unrelated to this loss and according to the policy, we would
not owe for rental while these unrelated repairs are being completed
Therefore, the last day that Rental coverage should have applied to
his claim was April 17, 2015, as the repairs deemed related to this
accident were completed at that pointOur decision to extend his
Rental coverage to May 4, 2015, was something we did as a customer
courtesy, not something that we were required to do under his policy
contract
During
my conversation with *** *** on April 29, 2015, we went over the
diagnosis completed by *** ***, a repair facility completely
independent and with no affiliation to us*** *** had mentioned
he had hesitation using a *** dealership based on past experiences
he had with themI asked at that point if he had a mechanic he
preferred to move the vehicle to rather than *** ***
made the decision that he preferred to have the work we deemed
unrelated to the accident performed at this dealerBecause we had
made the determination that the ignition switch issue was unrelated
to the loss, I asked if he preferred to communicate directly with the
*** dealership, as he would be paying them for their portion of
the work*** *** declined and preferred we communicate with the
dealerDuring that conversation, I provided *** *** with a
quote for the cost of repairs *** gave usAt that time, they did
not tell us the vehicle would need a new remoteWe also acknowledge
the remote was working when *** *** dropped the vehicle off to
usAfter the dealership completed the ignition work, they could not
get it to sync up with his old key fob and informed us the key fob
would need to be replacedWe questioned the dealer as to why they
would not able to reprogram itThey informed us that they tried to
reprogram the ignition to the old key fob; however, they were
unsuccessful and told us the vehicle would need a new key fobAt
that point, we provided *** *** with the updated *** quote
with a new key fobAgain, we have no affiliation with this
dealership and did our due diligence on *** ***’s behalf
*** are the experts and we trust in their diagnosis and opinion
regarding this matter
*** *** makes mention in his response that he is having other issues
with his vehicle, including a power steering fluid leak, warning
lights on his dash, and an issue with acceleration with his vehicle
The accident *** *** reported to us was that the vehicle was hit
while parkedThe damage to the vehicle was just a replacement of his
driver doorWe are unable to correlate any of the current issues to
the loss and will not be able to address those issuesIf *** *** has professional evidence on how any of these issues would
be related to the loss or how they are a result of some sort of
negligence by *** ***, he can present the evidence to us at that
timeOtherwise, we are unable to provide any resolution for *** *** pertaining to these matters
If
you have further questions, please call me at ***
Sincerely,
Paul
B***
Paul
B***
Claims
Manager

*** *** *** *** ** *** *** * ***September 5, 2017Revdex.com, IncEuclid Avenue 4th FloorCleveland, OH 44115-2408Attn: Lou *** Re: File Number: *** Customer Name: Lawrence ***
Claim Number: *** Policy Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Advanced Insurance Company Mr***,I’m writing in reply to your letter dated August 31, I appreciate the opportunity to respond to Mr***’ concerns.On April 20, 2017, we originally issued Mr***’ renewal rate, effective May 17, 2017, at $1,095.50, a difference of $There are many factors that may affect the rate at renewal, such as changes in his driving history or changes to the rates we chargeI don’t see a not-at-fault accident listed in Mr***’ driving history; therefore, his rate wasn’t affected by the not-at-fault accidentOur records indicate that we’ve waived chargeability on all his accidents. On May 1, 2017, we processed a change at Mr***’ request to decrease his liability limits to $15,000/$30,000/$10,000, revising the renewal rate to $979.50. On August 7, 2017, we made another change at Mr***’ request to replace his Nissan Altima with another Nissan Altima, with the same coveragesThis resulted in an increase of $At the time of this change, as shown on the Declarations Page, the length of ownership and vehicle history (potential damage incident identified) affected the rateWe obtain information about a vehicle’s history from the following sources:Department of Motor vehicles Police ReportsFederal Fraud DatabasesDealershipsAuctionsVehicle service chains (LubeStop, body shops, etc.)I’ve included copies of the Coverage Summary Pages or your review.I’m sorry for the inconvenience this causedIf you have any questions, please call me at ***Sincerely,Annie ***Annie ***Consumer Relations Services

Our policy number is ***Our claim number is : ***My wife's name is *** ** ***The date of loss on the claim is 1/15/although they may have revised the date

February 10, 2016Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: *** ***Re: File Number: *** Customer Name: *** *** Policy Number: *** Policy Type: Personal Auto NAIC Code: *** Company
Name: Progressive Southeastern Insurance Company Ms***,I am writing in reply to your inquiry dated February 4, 2016. I am sorry for any confusion with Ms***’s cancellationI am happy to explain how we cancel policies in North Carolina.Because we are a regulated business, there are certain rules we must followIn North Carolina, The North Carolina Rate Bureau (NCRB) dictates that we must cancel short rate when a customer requests cancellationThis means we charge a flat percentage based on the number of days a policy is activeMs***’s policy was active for daysThe NCRB short rate table equates this to percent of the total six-month policy premium due at cancellation.I have included a billing summary based on the short rate calculationWe do include the short rate provision in our policy contractThe short rate tables are available in the NCRB manual $ Original policy premium$ Other fee$ Installment fee$ Total premium$- Cancellation credit $- Amount paid$ Amount owed Progressive If you have any questions, please feel free to contact me at 1-440-620-6940.Sincerely, Jeff P***Jeff P***Consumer Relations SpecialistAttachment

(The following was copy/paste by Revdex.com staff - LST)***February 1, 2018 Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn* *** ***Re:File Number: *** Customer Name: *** ***Policy Number: ***Policy Type: Personal AutoNAIC Number* ***Company Name:
Progressive Preferred Insurance Company MrT*** Thank you for sharing MrB***’s concerns with his policyI’m happy to review his policy and let you know what I found. All of our records show that MrB*** purchased his policy with us on January 9, 2018, at 2:p.mET. I understand MrB*** disputes the time of day that he purchased the policyOn January 26, 2018, we called him to tell him that based on our records, we won’t change the policy effective time of day. I’m sorry that this isn’t the outcome MrB*** wanted and that we won’t reverse our decisionIf you have any questions, please call me at *** Sincerely,Lisa F*Lisa F*onsumer Relations Specialist

November 25, 2015Revdex.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 Company*** ***,I’m writing in reply to your letter dated November 21, 2015.We’ve reviewed *** ***’s Diminishment of Value (DOV) claim for his *** *** *** in the amount of $3,This amount is approximatelypercent of the value of the vehicle and percent of the total cost of repairs of $4,766.87. The repairs to *** ***’s car were completed at a certified repair facility of his choosingThey were repairs commonly accepted in the automotive industry for this accident, and to our knowledge, the vehicle was repaired to its pre-loss conditionIf it was not, we are discussing a quality of repair issue Based on our experience with claims and an understanding that the repairs appear to be quality repairs, with the vehicle placed back to its pre-loss condition, we can’t quantify a loss in value for *** ***’s vehicle. On November 3, 2015, in an effort to resolve this claim, we extended an offer to *** *** for $which he rejectedOn November 19, 2015, we’ve extended an offer to *** *** for $1,We’ll continue to follow up with him on his DOV claim.I appreciate the opportunity to clarify the situation and I’m sorry for any inconvenience this claim has caused *** ***. If you have any questions, please call me at 1-***.Sincerely,Alex S*** Alex S*** Claims Manager

(copy and pasted by Revdex.com staff NR) June 21, 2017Revdex.com Euclid Avenue, 4th FloorCleveland, OH 44115Attn: *** ***Re: File Number: *** Customer Name: *** *** Policy Number: *** Policy Type: Personal Auto NAIC Number: *** Company
Name: *** *** *** ***Mr***, I’m writing in reply to your letter dated July 15, I understand *** ***’s frustration with the Multi-Policy Discount and I’m sorry for the trouble its causedI’m happy to tell you that we’ve made the accommodation to include it for his current policy periodBelow is an explanation of what occurred. Currently in ***, we can’t offer the Multi-Policy Discount when a Homeowner’s policy is involvedWe’re working to change this, but it could be some time before Homeowner’s policies are eligibleI’m sorry for the misinformation *** *** received. I’ve granted the accommodation to include the discount for this policy period only effective June 17, I’ve updated the policy and the rate decreased by $for the six-month policy periodBecause *** *** has already made two payments, the decrease will be split up over the remaining fourThe payments are as follows:August 17, $140.41September 17, $171.42October 17, $171.42November 17, $171.36After the current policy period, the discount will be removedI understand this only partially helps the situation and I hope that we will be able to regain *** ***’s trust and keep him as a valued customer. If you have any questions, please call me at ***Sincerely,
*** *** Consumer Relations Specialist

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
If you read the response that they sent back to you they said that on June they contacted *** *** I am *** ***The response they sent you was the wrong date and the wrong person none of which are me or my complaint! So we need to try again!
Regards,
*** ***

See attachedBusiness response copied and pasted below by Revdex.com staff MT 4/13/17:April 13, 2017 Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: Melissa T***
Re: File Number: *** Customer Name: Risa M*** Policy Number:
*** Policy Type: Personal Auto NAIC Number: ***Company Name: Progressive Direct Insurance CompanyMsT***I’m writing in reply to your email dated March 31, Thank you for the opportunity to address Ms***’s concerns. Ms*** bought her policy with us effective December 19, On January 10, 2017, we sent her a letter requesting that Ms*** contact us by January 24, 2017, so we could verify several items on her policy to avoid a premium increase or cancellation of the policy. Because Ms*** didn’t provide us with the requested information, on January 25, 2017, we mailed a Notice of Cancellation to her advising that her policy would cancel on February 6, 2017, unless we received the requested policy informationWe didn’t receive this information, so we cancelled Ms***’s policy effective February 6, 2017, and issued her a refund for $to her credit card. Ms*** chose the paperless billing methodThis means that we sent all bills and policy documents to her via email; however, we did mail the Cancel Notice to her via USPS as requiredUnfortunately, we don’t contact our customers via phone to advise them of their policy status. I know this isn’t the outcome Ms*** was hoping for, but we can’t reinstate her policyI’m sorry that this situation has been so disheartening to Ms***, especially since she is going through a medical leaveI’m happy to answer any questions at *** Sincerely, Lisa F*Lisa F*onsumer Relations Specialist

April 7, 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 letter dated March 31, Thank you for the opportunity to address *** ***’s concerns with respect to the resolution of his third party property damage claim. Mr***’s *** Panel *** was determined to be a total loss following an accident that occurred when a vehicle driven by our customer, *** ***, struck the *** while it was parked in Napa, California. We inspected Mr***’s vehicle and completed a valuation that considered the year, make, model, options, mileage and conditionOur valuation is accurate and we have considered additional information Mr*** provided to support his opinion of valueWe do not intend to increase our offer; however, should Mr*** choose to provide us with any new information we will certainly consider the information to determine if it affects the valuation Please call me with any additional questions at 1-916-228-8062. Sincerely, Thomas AS***Thomas AS***Compliance Manager

April 5, 2018 *** *** *** ***
*** *** *** *** ***
*** ** ***
*** *** *** Re: *** *** ***
*** *** *** ***
*** *** *** * ***
*** *** *** ***
*** *** ***
*** *** *** *** *** *** ***
*
*** *** *** * ***
*** *** ***
*** *** *** *** *** ***
*** ***
*I’m writing in reply to your letter dated March 29, Thank you for allowing me the opportunity to provide *** *** with a response to his concernsI hope that this will leave him with an understanding *** *** Texas policy was effective from December 21, to June 26, 2018, for a six-month rate at $433, with a payment of $to initiate the policyHowever, because of the move to Maryland, the policy was canceled at his request, effective January 30, 2018, leaving a balance due of $On February 20, 2012, we applied his payment of $The following is summary of the cancellation: $ 433.00 Original Rate+ 955.40 Total Additional changes- 222.52 Total Credit Changes+ 2.00 Total Installment Fees- 948.59 Cancellation Credit$ 219.29 Total Amount charged from December 21, to January 30, 2018- 32.17 Amount Paid$ 187.12 Balance Due- 187.12 Payment received .00 Balance due Because *** *** is now living in Maryland, we couldn’t transfer the Texas policy to Maryland, we had to issue a new policy, because of different rules and rates that now apply On January 30, 2018, we issued the rate at $1,with *** *** submitting a payment of $to initiate the policy, four installments payments at $307.49, with last being at $ On February 14, 2018, we processed a change to *** *** driving history that resulted in a credit of $171, revising his February payment to $and the four remaining payments to $250.49. On February 28, 2018, we withdrew his payment for $250.48. On March 28, 2018, *** *** canceled his policy, with us issuing a refund to his checking account of $The following is a summary of the cancellation. $1,821.00 Original Rate- 171.00 Credit changes+ 8.00 Total Fees- 1,140.17 Cancellation credit$ 517.83 Amount charged from January 30, to March 27, 2018- 554.04 Total payments$ 36.21 Amount refunded *** *** charges are for the number of days his policy was active with us for both policies. I’ve included the Billing summaries, Declarations Pages, and Final Bills for your review. I’m sorry for the misunderstanding and inconvenience this caused *** *** We appreciate his business and regret losing him as customerWe hope that we can continue our business relationship in the futureIf you have any questions, please call me at *** Sincerely, Annie *** Annie ***Consumer Relations Specialist

*** *** *** *** ** *** *** * ***May 22, 2017Revdex.com Euclid Avenue, 4th floorCleveland, OH 44115Attn: *** ***Re: File Number: *** Customer Name: John *** Claim Number: *** Policy Number:
*** Policy Type: Motor Home NAIC Number: *** Company Name: Progressive Northwestern Insurance CompanyMr***,I’m writing in reply to your letter dated May 14, 2017.This claim was reported to us on May 4, 2017, and we obtained a statement from Mr*** regarding his use and maintenance history of the vehicle At that time, Mr*** advised that the vehicle had not been used much in the past to years and that it had been parked on the side of his garage and not used at all in over a yearHe also advised that he had performed no maintenance to the roof seals in over a year as wellWe advised that there could potentially be an issue with providing coverage for his damages due to the exclusions listed within his policy contract We completed our initial inspection on May 8, 2017, at Mr*** residenceThe inspection revealed that the damages claimed were due to water leaking and seeping into the interior of the coach through the failed roof seals and caulkThe roof seals and caulk themselves were split wide open due to dry rot and cracking due to exposureThe inspection clearly shows that the RV has not been maintained per the recommended schedule provided by the manufacturerThe interior water damage was incurred over an extended period, not due to a sudden and unforeseen occurrenceWe advised Mr*** that this type of damage is specifically excluded by his policy and would be denied (see attached denial) Please note that our both our field representative Marty *** and his Supervisor David *** deny speaking to Mr*** in an unprofessional mannerMoreover, we thank Mr*** for being a our customerUnfortunately, the damages to his Glufstream RV is not covered by his insuring agreement. Mr*** frustration is understandable, as coverage for this claim has been deniedHowever, our denial for the water leakage and seepage into the coach is accurate and warranted based on the terms of his policy. If you have additional questions, please call me at ***Sincerely,David ** ***Claims Manager

August 9, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115Attn: *** ***Re: File Number: *** File Name: *** ***Policy Number: ***Policy Type: Personal AutoNAIC Number: ***-*** Company Name: Progressive Select Insurance CompanyMs
***, I’m writing in reply to your letter dated August 9, We appreciate the opportunity to clarify the situation.Based on the information provided by Mr*** in his correspondence, I’ve canceled his policy effective July 23, 2016. I’m sorry for any frustration Mr*** experienced, it wasn’t our intention.If you have any questions, please call me at 1-440-620-6941.Sincerely,Eva D***Eva D***Consumer Relations Specialist

MsT***,
Attached is our response
Thank you,
*** *** Consumer Relations Specialist
***

November 28, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115Attn: *** ***Re: File Number: *** File Name: *** *** Claim Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Direct Insurance
CompanyMs***I’m writing in reply to your letter dated November 19, Thank you for the opportunity to clarify this situation.The reason for our delay in handling this claim is that we had not finalized liability as there were four vehicles involved in this accidentWe were able to confirm the facts surrounding the accident with our customer, *** ***, and Ms***The third and fourth drivers' identities were unknown until receipt of the Lexington *** Police ReportUpon receipt, we attempted to contact both parties to complete the liability investigation At this time, coverage and liability are in order under our customer's policyWe've contacted Ms*** to make arrangements for an inspection of her vehicleAs there are four vehicles that were damaged in this accident, it will be critical that we rule out any opportunity for the damages to be determined to be an excess of our policy limitsI'm sorry for any inconvenience Ms*** has experienced.Please call me with any questions at 1-513-878-Sincerely,Debra B***Debra B***Claims Manager

(The following was copy/paste by Revdex.com staff - LST)***June 6, 2017Revdex.com Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Lou T*** Re: File Number: *** Customer Name: Christian *** Policy Number: *** Policy Type: Personal Auto NAIC Number: *** Company Name: Progressive Southeastern Insurance Company Mr***,I received your follow up letter from May 30, Thank you for providing the proof of insurance from *** *** for Mr***I’m sorry for referring to the incorrect carrier name in my prior response. I’ve updated Mr***’s policy to reflect it as canceled effective February 20, 2017, at his requestThis changes the amount of the balance owed to $105.68. If there’s anything else I can do to help, please call me at ***. Sincerely, Anna O***Consumer Relations Specialist

(The following was copy/paste by Revdex.com staff - LST)***June 7, 2017Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: Lou T***Re: File Number: *** Customer Name: John *** Claim Number: *** Policy Number: *** Policy Type:
Personal Auto NAIC Number: *** Company Name: Progressive Insurance CompanyMrT***,I’m writing in reply to your letter dated May 28, 2017, regarding John ***We appreciate the opportunity to explain the handling of this claim.This loss took place at the intersection of Cherry and 39th Street in Milwaukee, WisconsinMr*** was traveling east on Cherry Street and the other vehicle, being driven by Loleta ***, was north on 39th StreetCherry has a stop sign and 39th Street does not. Mr*** stopped at the stop sign and pulled forward striking the other vehicleMr*** approximates the other vehicle was going miles per hour, and a witness he provided also estimated the other vehicle was going between to miles per hourMs*** reported that she was traveling less than the speed limit at the timeThe speed limit on 39th Street is miles per hour. The police responded hours after the accident took place and issued no citations We completed our investigation, and while both drivers in the accident shared in the responsibility of causing the accident, we determined that Mr*** was the majority at fault for the accidentWe do feel Ms*** shared greatly in causing the accident, but we found Mr*** to be the proximate cause of the accident Though the other driver may have been speeding, Mr*** had the stop sign and greater duty to yield the right of way to the other vehicle who didn’t have a traffic control. In this fact pattern, we don’t believe the alleged speed of Ms*** forfeits her right of wayBoth drivers also report that there was a parked vehicle obstructing their viewThis requires both drivers to proceed with even greater cautionThe fact that the other driver doesn’t have insurance and has an expired license plate, does not negate the rules of the road. In Mr***’s initial statement to us, he confirmed there were two people in the other vehicleHis passenger also confirmed there were two people in the other vehicleMr*** provided us a witness, which also stated there were two people in the vehicle. The police didn’t show up to the scene until four to five hours after the accidentWe contacted the police officer who wrote the reportHe stated that the other driver didn’t mention there was a passenger in her vehicle, but by the time he arrived she was no longer at the scene and had to walk back to talk to himThough the passenger isn’t listed on the report, we confirmed the existence of the passenger and settled her injury claim. Mr*** is requesting we return the money he has paid for his policy and asking that we refuse to cover the damages to the other partiesI'm sorry that Mr*** doesn't agree, but he's legally responsible for the injuries and physical damages caused, and we’re obligated to pay their claimsHe was legally exposed due to his actions in this motor vehicle accident, and we needed to extinguish those exposures to protect him. Also, we're unable to return the money he paid for his policy, as we provided coverage to him I’m sorry we don’t have a more favorable answer for Mr***We appreciate the time he was insured with us. If you have any additional questions, please contact me at ***. Sincerely, Ashley K***Claims Supervisor