Progressive Corporation

[redacted] [redacted])[redacted]April 25, 2017Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: Lou [redacted]Re: File Number: 12111949 Customer Name: Hector [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal...

Auto NAIC Number: [redacted] Company Name: Progressive County Mutual Insurance CompanyMr. [redacted],Thank you for your letter dated April 19, 2017. I appreciate the opportunity to address Mr. [redacted]’s concerns.We strive to create a pleasant claims experience for our customers. Our goal is to delight all our customers and I’m sorry we didn’t in this instance. We appreciate Mr. [redacted]’s loyalty and do want to clarify why the premium changed on his policy.  Mr. [redacted]’s policy began on September 27, 2013. During our claim investigation, we determined that his daughter was the regular driver of one of his listed vehicles, and wasn’t listed as a driver on his policy. We require all resident relatives 15 years of age or older, and all regular drivers of policy vehicles, to be listed on the policy. Mr. [redacted] didn’t list his daughter, Astriz [redacted], who was 15 years old at the time that he started the policy. Because she wasn’t a listed driver on the policy, the policy wasn’t rated appropriately. We afforded coverage for this loss, and subsequently added his daughter as a driver to the policy, which did result in a significant increase in premium.    A new Coverage Summary was emailed to Mr. [redacted], outlining the addition of his daughter to the policy. Also, the Three-Year Safe Driving Discount was removed from the policy, because of the accident. The Coverage Summary reflected an increase of $283.97 for the policy period ending on March 27, 2017.  Mr. [redacted]’s policy canceled due to nonpayment on April 17, 2017. The total amount owed after cancellation is $684.82. I’ve attached a copy of his Final Bill, which provides a breakdown of the amount owed after cancellation.     The accident is considered an at-fault loss because the driver, Astriz, had a duty to maintain control over the vehicle and drive at an appropriate speed even in poor weather conditions, yet failed to do so.     I’m sorry for the frustration this has caused Mr. [redacted]. If you have any questions, please call me at [redacted].Sincerely,Mary AhmadzadehClaims Supervisor

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]
To whom it may concern,
  In regards to this matter, my policy should not have been changed period. It was set up already and the insurance companies are always doing something to get extra money but don't want to pay out on claims and if so the rates increase. How can this company say there is a justified change when I didn't agree to it.  I am asking for the services I need, not what the company thinks I should have then draft the amount out of my checking account as if to say my other bills don't matter! That is too much power I asked specifically for what I needed no more ,no less. It is not fair to change my policy for that reason.

Ms. T[redacted]
Attached is our response.
Thank you,
Rose [redacted]
Consumer Relations Specialist
[redacted]Attn:Melissa [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Casualty Insurance Company   Ms.T[redacted]I’m writing in response to your follow up letter datedMarch 6, 2017.I’ve reviewed Mr. L[redacted]’s request for a refund to remove Mary from his previous policy period. According to our December 14, 2016 phone conversation withMr. L[redacted]’s agent,[redacted] was still returning home from school on breaks at that time and was considered a household member.It wasn’t until January 24, 2017, that we received a document confirming Mary L[redacted]’s college address as proof of residency. We did remove Mary from the renewal policy effective February 8, 2017, but unfortunately, I’m not able to backdate the change to remove Mary on the expired policy period.If you have any questions, pleasecall me at [redacted] 
Sincerely, Rose [redacted]Rose [redacted]Consumer Relations Specialist

August 24, 2015Revdex.com 2800 Euclid Avenue, 4th floorCleveland, OH  44115Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: United Financial Casualty Company[redacted]...

[redacted], I’m writing in reply to your letter dated August 16, 2015. I understand the [redacted] disagrees with the $50 Cancellation fee charged on his policy. As we have previously advised [redacted], this fee was disclosed on the Application of Insurance and the Coverage Summary pages that were sent to him. This fee is charged when a customer requests cancellation of the policy or the policy cancels for non-payment. If a customer moves out of the country or out of state, the Cancellation fee would not apply. I reviewed [redacted]’s call requesting cancellation, and noted that he advised he no longer had the vehicle and was moving to New York. Based on this information, the policy should have been canceled using the move out of state reason. I have requested that an additional cancel be processed on the policy. This will take a few days to process. Once this is complete, we will refund [redacted] the $50 Cancellation fee.  I’m sorry for any frustration this caused [redacted]. If you have any questions, please call me at 1-440-[redacted].Sincerely, Janeen H[redacted]Janeen H[redacted]Consumer Relations Specialist

Response attachedBusiness response copied and pasted below by Revdex.com staff MT 3/9/17:March 9, 2017Revdex.com 2800 Euclid Avenue, 4th floorCleveland, OH  44115Attn: Melissa [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy...

Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Northwestern Insurance CompanyMs. T[redacted]I’m writing in reply to your email dated March 2, 2017.I understand Mr. T[redacted]’s frustration that his policy was in force even though he was unable to drive. Mr. T[redacted] purchased this policy on December 5, 2008. At the time that he purchased the policy, he requested an SR22 be sent to the state of California showing that he had the minimum coverage requirements for the state. The policy continued until it expired on December 5, 2010. At that time, we sent an SR26 to the state of California advising the policy had expired. While I understand and sympathize that Mr. T[redacted] was not able to drive during that timeframe, we are unable to refund the payments that he made on the policy. If you have any questions, please call me at 1-440-[redacted]Sincerely, Janeen [redacted]Janeen [redacted]Litigation Underwriting Specialist

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

July 14, 2015Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115 Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Garden State...

Insurance Company [redacted],I’m writing in response to your letter dated July 13, 2015. I’m happy to address [redacted]’ concerns.When [redacted] purchased her policy on April 7, 2015, she chose to receive her bills and policy documents via email instead of U.S. Mail and received a Paperless Discount on the policy.On May 22, 2015, we sent [redacted] a letter advising we were unable to verify the address where she keeps her vehicle. In order to maintain the current policy rate, we asked [redacted] to provide a document showing her name and complete address by June 12, 2015. We included a list of documents that we would accept for verification. We sent the letter via email to the address [redacted] provided when she purchased the policy and we did not receive any undeliverable mail on the policy.Because we did not get a response from [redacted], we updated her policy to reflect the garaging address obtained from the consumer-reporting agency. This change resulted in a $405 increase in her rate. On June 25, 2015, we sent [redacted] a revised Coverage Summary with a letter explaining why her rate increased. We also sent her a revised Payment Schedule confirming the July 7, 2015 withdrawal if $475.43. On July 4, 2015, we sent [redacted] a Scheduled Payment Reminder via email letting her know that we will withdraw $475.43 on July 7, 2015.On July 7, 2015, we withdrew the $475.43 payment as scheduled.On July 9, 2015, [redacted] called advising she did not have any of the requested documents we requested to confirm her address. As a customer courtesy, we made an accommodation for her and agreed to accept a current W2 form and a letter from her employer’s Human Resource Department confirming her complete address. We did not make an error on [redacted] policy. We sent the documents via email, as this was her chosen method of delivery. When we did not get a response from her, we updated the policy to reflect the address obtained from consumer reporting. Once we receive the agreed upon documents confirming [redacted] address, we will update the policy accordingly.         I’m sorry for the inconvenience [redacted] incurred.If you have any questions, please call me at 1-[redacted]. Sincerely,Rose S[redacted]Rose S[redacted]Consumer Relations SpecialistEnclosures

August 2, 2016Revdex.com, Inc.2800 Euclid 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 County...

Mutual Insurance CompanyMs. [redacted],I’m writing in reply to your letter dated July 27, 2016. I appreciate the opportunity to clarify the Young Driver Discovery (YDD) process.As an insurance company we receive a monthly file from our vendor, Explorer that consists of a list of all newly licensed youthful drivers identified and matched with our policies. We will automatically send out an email notification for our Paperless customers or a letter. This is so we can provide the most complete coverage for the new driver. We require that all household members of driving age be listed on our policies. Our letter does state that we will automatically add the young driver to the policy, unless we hear back from the customer and this is to ensure proper protection to the young driver. As a parent, I understand this is very important.We highly encourage our customers to look at all communication from us whether it is via email or through USPS as it may contain important information regarding their policy. It is our customer’s responsibility to make sure they are aware of these notices and changes. At this time, we are unable to stop these automatic processes. We care about the protection of our customers, particularly young drivers and; therefore, our processes will remain in place. We appreciate Mr. [redacted]’s business and hope to continue to provide protection to his family.  I’m sorry for any frustration Mr. [redacted] has experienced. If you have questions, please call me at 1-440-395-6877.  Sincerely,Rose V[redacted]Rose V[redacted]Consumer Relations Specialist

December 17, 2015Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive County Mutual Insurance Company
[redacted],I’m writing in reply to your letter dated December 14, 2015. I appreciate the opportunity to clarify this situation.I’ve contacted [redacted] on December 14, 2015, regarding his Diminishment of Value (DOV) claim for his [redacted]. We discussed his case in detail to include his supporting documents and our review of his claim for DOV. [redacted]’s follow-up letter reduced our offer to settle by his out of pocket appraisal costs. Before [redacted] incurred the expense, we advised him that it would not be reimbursable. Unfortunately, we will not be able to consider payment for this expense under our customer’s policy.  I’ve continued to make an effort to resolve the claim with [redacted] and on December 14, 2015, we extended a compromise offer to [redacted] for $1,250 for full and final settlement of the DOV claim. [redacted] advised that he would think about our offer and call us back with his decision. We feel this is a fair offer based on our experience with claims and an understanding of this DOV process. I’m sorry for any inconvenience this claim has caused [redacted]. If you have any questions, please call me at 1-[redacted].Sincerely,Johanna J[redacted] Johanna J[redacted] Claims Supervisor

September 12, 2016Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Garden State Insurance...

CompanyMs. [redacted],I’m responding to your letter dated September 3, 2016. Thank you for the opportunity to clarify the situation.After reviewing the information provided by Mr. [redacted], we should have at the very least called him to confirm that he wanted an effective date that would reflect no lapse in his insurance coverage.I called Mr. [redacted] to apologize and to let him know that we’ve revised the policy effective dates to reflect August 27, 2016 to February 27, 2017 as he requested. This will reflect no lapse in his insurance history. We’ve also reissued the appropriate policy documents and notified the Bureau of Motor Vehicles of the change.I’m sorry for the inconvenience and frustration this situation has caused Mr. [redacted]. If you have any questions, please call me at 1-440-620-6943.Sincerely,Nancy A[redacted]Nancy A[redacted]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 find the passive aggressive response by progressive to be ridiculous. Until my car is fixed to like it was before the accident, I will not be satisfied and quite frankly the way I have been treated by everyone involved, I will be leaving progressive immediately after this is closed. The lack of professionalism by nearly everyone at progressive on their part, the fact that they have screwed up so many times and yet still try to paint a picture that it's my problem or trying to make me feel like I'm out to scam them. I'm a teacher! I teach my students right from wrong and to be honest and up front at all costs. Rest assured my students know what is going on and how I've been dealt with and even they, at 13-14-15 years old can do nothing but laugh at the gaudy and audacious treatment I've received from "MY" insurance company. I have absolutely nothing good to say about this company any more. My car is being looked at AGAIN tomorrow, may 19th. I will be having 2 tires and most likely all 4 of them replaced, another alignment as well as diagnostics to make sure my braking system and anything else associated with where the accident occurred is in performing condition... I don't know how much I will have to pay out of my pocket but I know it's more than I should considering the front tires which are bald were just replaced in January 2015 and only had 15,000miles or less on them at the time of the accident. The non-alignment led to those being chewed threw as well as wearing of my rear to the point they will need to be replaced before my next inspection. Had progressive listened to me when I said I needed an alignment, my front tires would be fine and my rear would be all set or at least not as bad as they are and probably good for another year. But... I'm not a victim here... I'm just someone who is causing a problem and there fore needs to be dealt with unprofessionally. What do I know, right? 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11180830, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
APRIL 5, 2016Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]REF: File Number: 11180830Dear Revdex.com Representative,The response from Progressive lacks any offer of monetary settlement, and therefore is not anacceptable resolution. All the company is doing is providing excuses for not covering the portionof the RV that was damaged by high winds and driving rain on the date of the storm. Since I paida higher premium for their “named value” policy for ten years, this company has accepted thisvalue by accepting my premiums.At this point, due to the amount of damage, this RV is most likely a total loss. Since the namedvalue is $19,000, there is a reasonable assumption that the company should pay this amount,and then claim ownership to the vehicle to sell as they wish.It is peculiar and unprofessional that the company would go to great lengths at this point to digup maintenance information as the excuse to deny claims. I have never had an insurancecompany go to such lengths to escape their responsibilities. As a buyer of a used vehicle, I didnot receive any maintenance book from [redacted] that gave me a reason to use a UV protectanton the roof. My efforts to maintain this vehicle correctly included an internet search andquestioning the local RV dealer, Howard RV, where I found the necessity to seal the jointsregularly with the appropriate self-leveling caulk made expressly for RV roofs. I did not findanything at that time about UV protectant. Therefore, I did maintain the roof to the best of myknowledge. Had Progressive been proactive and gone to these lengths to provide thismaintenance information to their policy holders instead of saving this excuse for a claim, maybethey would have a point. However, the facts still remain. I had not seen any water damage orroof damage until after the storm. Also, the camping trailer and tree right beside my RV weredamaged by concentrated gusts that were not recorded by any weather monitoring service. I amcertain that if they try hard enough, they can concoct excuses for most any comprehensive claim;and now believe that is their primary tactic for these events rather than proper customer service.So we are at an impasse. If the company could prove that some of the underlying damage wasdone by water in the past, that damage would, of course be due to wear and tear. But since theexclusion rejects only any damage, “That is due and confined to: wear and tear;” the onlydamages that may be excluded are previous damages, as being confined to wear and tear. It isobvious that the latest damages are due to a windstorm and I can prove that in a court, as wellas a court of public opinion. To alleviate these actions and settle this, I suggest that Progressivepay only 50% of the stated value and allow me to keep the RV. Since it is nearly impossible todetermine how much, if any, damage is previous to the storm, I feel this is a fair compromise byboth parties.Sincerely,[redacted] MCE[redacted] MCELead Mechanical EngineerGE-Hitachi Nuclear Energy

January 19, 2016Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Boat NAIC Number: [redacted]  Company...

Name: Progressive Classic Insurance Company Ms. [redacted],I’m writing in reply to your letter dated January 12, 2016. I appreciate the opportunity to clarify the situation. On October 12, 2015, Mr. [redacted] reported a claim. He indicated that he struck a submerged object while boating on September 17, 2015. He stated that he had already paid for electrical repairs totaling $627.84, because his motor had stopped functioning after the impact. This repair cost included a stator and other electrical components. On October 20, 2015, we inspected the boat at [redacted] Marine and found no significant impact damage or any evidence of an impact. In addition, the shop advised us that the power unit on the engine had seized which is relatively common in an outboard and is generally caused by simple mechanical failure. Because we could not find any visible impact damage, we offered to have Mr. [redacted] sign an Authorization to Tear Down Form. This would allow the shop to take the engine apart to look for impact related damage that could have caused the failure in the power unit of the engine. Mr. [redacted] refused to allow this. We denied the claim, as there was nothing to support that the reported damage was caused by a sudden event or loss covered under the insuring agreement on the policy. Mechanical failure is excluded from the policy. All customers have a duty to allow us to inspect damages before they authorize repairs, and some of the repairs had been completed before we were given the chance to inspect the boat. We made every effort to find coverage for this loss, but based on the evidence, we were unable to afford coverage.I’m sorry for the inconvenience Mr. [redacted] experienced. If you have any questions, please call me at 1-509-795-3735. Sincerely,Taylor S[redacted]Taylor S[redacted]Claims Supervisor

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]

March 30, 2016Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted]   Policy Number: [redacted]   Policy Type: Personal Auto NAIC Number: [redacted]  Company...

Name: Progressive Direct Insurance Company Ms. [redacted],I’m writing in reply to your letter dated March 22, 2016. I appreciate the opportunity to clarify the situation. On February 16, 2016, Mr. [redacted] called to request an extension on his payment scheduled for automatic withdrawal the following day. We advised him that we could move the withdrawal date to February 27, 2016, but that he should call us back to request removal of the automatic payment option altogether if he still did not have the funds available by that date. We sent Mr. [redacted] confirmation of the change to his payment schedule via email to [redacted][email protected], which was his preferred method of communication. We also sent him payment reminders by email prior to withdrawing the scheduled payments. On March 21, 2016, Mr. [redacted] elevated his concerns regarding the payment we withdrew on March 17, 2016. We reviewed his call from February for clarification. At that time, we denied his request for reimbursement of bank fees. I’ve taken this opportunity to review Mr. [redacted]’s call from February and confirmed that as discussed, we moved the due date of his February payment ten days. The service consultant thoroughly explained Mr. [redacted]’s next options, which included removal of the automatic withdrawal should he find he could not make the payment as scheduled on February 27, 2016. After further review, we are unable to reimburse Mr. [redacted] for the bank fees he incurred, as they were not a result of an error on our part. We’ve since removed the automatic payments from the policy at Mr. [redacted]’s request, and we’ll send all future communications to him via U.S. Mail. I’m sorry for the hardship Mr. [redacted] has experienced. If you have any questions, please call me at 1-440-910-6392.Sincerely, Anna O[redacted]Anna O[redacted]Consumer Relations SpecialistEnclosures

April 25, 2016Revdex.com, Inc.2800 Euclid 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, 2016. I appreciate the opportunity to clarify the situation. I’ve reviewed the complaint filed by Mr. [redacted].  We issued a check to [redacted], the owner of the vehicle, for $240.44 on April 19, 2016, for reimbursement for the wheel repair to his 2012 [redacted].Our Claim Representative, Jude S[redacted], met with Mr. [redacted] in person on April 19, 2016, to discuss his medical bill. We reimbursed him $100 for his medical expenses along with an additional $100 for general damages to resolve his bodily injury claim. Mr. [redacted] agreed to the payment and signed a claims release. We mailed the check for $200 d to Mr. [redacted]. He’s satisfied with the outcome and had no other concerns at this time. I’m sorry for any confusion to this matter. If you have any questions, please call me at 1-972- 204-5543.Sincerely, Stephanie M[redacted] Stephanie M[redacted]Claims Manager

(The following was copy/paste by Revdex.com staff - [redacted]July 25, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, Ohio 44115Attn: [redacted]RE: File Number: [redacted] File Name: [redacted]Policy Number: [redacted] Policy Type: Personal Auto NAIC...

Number: [redacted] Company Name: Progressive American Insurance CompanyMr. [redacted],I’m writing in reply to your July 19, 2017 inquiry. Thank you for forwardingMr. [redacted]’s concerns regarding our [redacted] ® Program, and the price of our Renewal Offer. I appreciate the chance to provide some additional information that will address Mr. [redacted]’s concerns. Mr. [redacted] did participate in the [redacted] Program, and received a discount of $112 on the renewal.  [redacted] considers total mileage, time of day the vehicle is driven, total hard braking and acceleration events, and trip regularity. The [redacted] device will beep when a decrease in speed of 7mph/second occurs.The [redacted]’s saved $66 on the 2015 KIA SEDONA based on the following data: 678 trips were taken in 223 hours. 6,557 miles were driven with 38 hard braking events. A total of $46 was saved on the 1996 FORD MUSTANG based on the following data: 228 trips were taken in 75 hours. 2, 267 miles were driven with 54 hard braking events. There were two factors that caused the renewal price to change:   - An overall price increase that affected our customers in Florida  - When the policy started in February 2017, the policy included an $80 discount for participating in the [redacted] program. That discount was replaced by the $112 final discount at renewal. The effect from [redacted] on her renewal price is a reduction of $32, the difference between her original participation discount, and the larger discount she earned based on safe driving.Mrs. [redacted] could re-enroll in the program and try to earn a higher discount. Customers may save up to 20% or receive up to 10% surcharge based on the data collected. The device must be plugged in for an entire policy period or 6 months, if she chooses to re-enroll again. Whatever the final discount or surcharge earned, it would be applied to the policy, and the old discount would be removed. If Mrs. [redacted] would like to speak to us and re-enroll in the [redacted] program, she can contact us at 877-329-7283, we’ll be glad to help.Sincerely,Eva [redacted]Consumer Relations Specialist

(The following was copy/paste by Revdex.com staff - LST)[redacted]May 1, 2017Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115 Attn: Lou [redacted]Re: File Number: [redacted] Customer Name: Phyllis [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number:...

[redacted] Company Name: Progressive American Insurance Company      Mr. [redacted],I’m writing in response to your letter dated April 25, 2017. Thank you for making us aware of Ms. [redacted]’s concerns. I can certainly understand her frustration to find that we withdrew her payment on April 18, 2017, when she thought it was due on April 28, 2017. Here’s an explanation to help you understand what happened.Ms. [redacted]’s policy initially started on November 18, 2016, on the EFT payment plan. Payments are withdrawn each month on the same day the policy started, which in this case was the 18th. On December 16, 2016, Ms. [redacted] asked her agent to change her due date to the 28th of the month. We do offer the option to extend a due date on any payment except the last payment and the initial renewal payment. We sent Ms. [redacted] a revised Payment Schedule letting her know that we changed the due date for the December through March payments. However, because April was the last payment due for this policy period, we couldn’t change the due date on that payment. I’m sorry if this wasn’t explained to Ms. [redacted]. On April 14, 2017, we sent Ms. [redacted] a Renewal Offer letting her know that we’d automatically withdraw a payment of $351.07 on May 18, 2017, to renew the next policy period. We also let her know if she doesn’t want us to withdraw the payment on that date, she needs to call us five to seven days before that date so we can stop the withdrawal. After Ms. [redacted] renews the policy, if she’d like us to change the due date on her remaining payments (except the last one), she can call her agent or us and we can do that for her.  On April 15, 2017, we sent Ms. [redacted] an email, again reminding her that we’d withdraw a payment of $399.09 on April 18, 2017. Because we didn’t hear from her, we withdrew the payment as scheduled.I know this isn’t the answer Ms. [redacted] wanted to hear, and I wish I had better news. We didn’t make a mistake when we withdrew the scheduled payment, so we’re unable to reimburse her for any bank fees incurred.I’m sorry for the inconvenience this situation caused. If you have any questions, please feel free to call me at [redacted] Sincerely, Rose [redacted]Consumer Relations SpecialistEnclosures

August 2, 2016Revdex.com 2800 Euclid Avenue, 4th floorCleveland, OH  44115Attn: [redacted]Re: Case Number: [redacted]Claim Number: **-[redacted] Policy Number: [redacted]Customer Name: [redacted]NAIC Number: [redacted]-[redacted] Company: [redacted]Ms....

[redacted],Thank you for the opportunity to address our customer, [redacted]’s, concerns with respect to his experience regarding his Roadside Assistance coverage. I’m sorry if Mr. [redacted] did not receive the service he feels he deserved. Mr. [redacted] called in this claim following an incident that occurred on April 8, 2016, near Lancaster, California. He was stopped at a gas station when a glass bottle struck his tire. Mr. [redacted] attempted to put air in the tire and the valve stem separated causing the tire to flatten. He called our Roadside Assistance department and his tire was changed. Mr. [redacted] feels since there were time delays we owe him for the cost of his tire, dealer charges to reset his vehicle’s low tire pressure sensor, extra gas, Air B&B charges, extra food, and pain and suffering. Our investigation revealed the damages to the tire fell below Mr. [redacted]’s deductible. Unfortunately, we cannot consider any of Mr. [redacted]’s other charges for food, lodging or pain and suffering.     We certainly value Mr. [redacted] as a customer and please call me at 1-916-246-3046 if you have additional questions. Sincerely, Thomas A. S[redacted]Thomas A. S[redacted]Compliance Manager

AttachmentBusiness response copied and pasted below by Revdex.com staff MT 3/10/17:March 10, 2017Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]
Re: File Number: [redacted]   Customer Name: [redacted]   Policy Number: [redacted] Claim...

Number: [redacted] Policy Type: Personal Auto  NAIC Code: [redacted] Company Name: Progressive Southeastern Insurance Company  Ms. T[redacted]I’m writing in reply to your inquiry dated February 28, 2017. We understand that Mr. B[redacted] is frustrated that we’re unable to cover his loss. We’re happy to review his policy and address his concern. Because, we’re a regulated business there are certain rules we have to follow. One of the rules we have to follow is that if our physical damage rates are more than the rates set by the North Carolina Rate Bureau, our customer must sign a Consent to Rate (CTR) Form accepting our higher rates. If we don’t receive the signed form back, we’ll issue a Physical Damage Cancel Notice. We sent forms on the following dates: February 5, 2016 (CTR)February 8, 2016 (CTR)February 22, 2016 (CTR & Notice of Physical Damage Cancellation)We’ll forward a stamped Certificate of Mail as soon as we receive it from our Records department. Unfortunately, Mr. B[redacted] never signed and returned the CTR Form, so we removed Physical Damage coverage from his policy effective March 4, 2016, which is prior to the claim on January 15, 2017. Because Mr. B[redacted]s policy did not have Physical Damage coverage at the time of loss, we’re unable to afford coverage. We understand that Mr. B[redacted]’ lienholder may require that he carry Physical Damage coverage on his financed vehicle, but we’re unable to offer him those coverages without his signature consenting to our rates. We’re sorry for the trouble this has caused. If Mr. B[redacted] wants to add the coverage back on to his policy, he can contact our Customer Care Center at [redacted] and we’ll be happy to assist him.  If you have any claims questions, please call Jim Armstrong at 1-919-845-5639. If you have any underwriting questions, please call Jeff Potter at 1-440-620-6940. Sincerely,Jim [redacted]                   Jeff [redacted]Jim [redacted]                         Jeff [redacted] Claims Manager            Consumer Relations SpecialistAttachments