Progressive Corporation

July
21, 2015
 
RevDex.com
2800
Euclid Avenue, 4th Floor
Cleveland,
OH 44115
Attn:
[redacted]
 
Re: File
Number: [redacted]
Customer
Name: [redacted]
Claim
Number: [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 follow up letter dated July 14, 2015.
 
As
stated in my original response, we are working with [redacted] to
address and rectify her concerns with the repair work completed to
her [redacted]. As of our last conversation with [redacted],
we had offered to pay for a safety check of her vehicle at the shop
of her choice. We are waiting to hear back from her regarding this,
as she wanted to speak with her fiancé before committing to a safety
inspection.
 
In
response to [redacted]’ other concern, Chris ** S[redacted] is the
manager for this territory and is [redacted]’ primary point of
contact for resolution of this claim. I, as well as Mr. ** S[redacted]
direct manager, will continue to oversee the resolution of the claim
and will remain available for any questions or concerns. I reached
out to [redacted] this morning to explain my role and how I can be
of assistance in resolving her claim concerns.

If
you have any questions, please feel free to call me at
1-[redacted].
 
Sincerely,
 
Scott
W[redacted]
 
Scott
W[redacted]
Claims
Manager

August
7, 2015
 
 
RevDex.com
2800
Euclid Avenue - 4th
floor
Cleveland,
OH 44115
Attn:
[redacted]
 
Re: File
Number: [redacted]
Customer
Name: [redacted]
Policy
Number: [redacted]
Policy
Type: Personal...

Auto
NAIC
Number: [redacted]
Company
Name: Progressive Northwestern Insurance Company
 
 
[redacted],
 
I'm
writing in reply to your email dated August 4, 2015.
 
Ms.
Shirley canceled her policy effective July 20, 2015, therefore; on
July 23, 2015, we issued her a $64.09 refund to her
Electronic Funds Transfer (EFT) account number that is currently
listed on her policy. Even though [redacted]’s last method of
payment was a credit card, policies on the EFT method of payment are
programmed to issue refunds to the EFT bank account on file.
 
If
[redacted]’s EFT account is closed, she must contact the financial
institution to obtain the refund directly from them.
 
I’m
sorry for the misinformation we provided to [redacted] regarding the
refund method. If you have any questions, please contact me at
1[redacted].
 
Sincerely,
 
Lisa
F[redacted]
 
Lisa
F[redacted]
Consumer
Relations Specialist

November 22, 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: Personal Auto NAIC...

Number: 155-21727  Company Name: Progressive Universal Insurance Company [redacted],We’re writing in reply to your letter dated November 14, 2016. We appreciate the opportunity to clarify the situation. On June 13, 2016, [redacted] purchased a six-month policy with us for his 2001 Ford Explorer using our self-directed website. At that time, he provided his bank account information to have his monthly payments withdrawn automatically via Electronic Funds Transfer (EFT). On July 21, 2016, we received notification from the bank that they would not honor the July payment we attempted to withdraw because they could not locate the account using the information [redacted] provided at the time of his policy purchase. Because of this, we removed the EFT billing option from the policy and applied a $20 returned payment fee. On July 22, 2016, we received a credit card payment from [redacted] to satisfy the July payment. On August 1, 2016, [redacted] called about his concerns with the Snapshot® device. We informed him that we would end his participation in our Snapshot Program and asked that he return the device to us. We offered to set up a claim for him at that time, which he declined. As a courtesy, we waived the $20 returned payment fee.On September 16, 2016, we applied a $50 fee for the unreturned Snapshot device.On October 16, 2016, [redacted] called to cancel his policy. We explained that a balance of $65.13 remained on the policy because of the Snapshot device fee of $50 and an additional $15.13 for the coverage we provided until the date of cancel. [redacted] stated that he returned the device and expressed that he did not want any further communications from us. On October 25, 2016, after receiving the Snapshot device, we reversed the $50 fee. This left a remaining balance of $15.13. On November 14, 2016, after receiving your letter, we set up a claim on [redacted]’s behalf to investigate any possible vehicle issues related to the Snapshot device. We’ve attempted to contact [redacted] several times to discuss the claim via email and telephone. We need to speak to him to explain the claims process and to gather additional information regarding the claimed damage to his vehicle. The claims representative assigned to [redacted]’s claim is Deanne M[redacted], and he can reach her directly at 1-440-910-2172. We received two payments via credit card from [redacted] in August and did not update the EFT account information or attempt any further payment withdrawals via EFT after removing this billing option from the policy in July. However, in consideration of [redacted]’s billing concerns, we’ve waived the balance of $15.13. We will continue our attempts to contact [redacted] regarding his claim and anticipate an amicable resolution. I’m sorry for any frustration caused. If you have policy questions, please call Anna O[redacted] at 1-440-910-6392. If you have claim questions, please call Meegan S[redacted] at 1-440-910-7896.Sincerely,Anna O[redacted] Meegan * S[redacted]Anna O[redacted] Meegan *. S[redacted]Consumer Relations Specialist Claims Supervisor

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.
The response from Progressive shows the July 2015 statement in which my cousin [redacted] is listed on the policy. This is the first I have seen this document. I did not receive the renewed policy in the mail with the details of [redacted]'s status on my policy which increased my premium. This information came into my knowing when a customer service rep walked me through the online policy statement and we found [redacted]'s name and status in a "not so pronounced location" on the website. I am not in agreement with paying the full amount remaining of this policy as displayed, which is the amount after the premium increased for [redacted] being on my policy ( the higher rate of premium ). The amount owed is still a reflection of the higher amount as if [redacted] is still listed as a driver on the policy. This point is the basis of my concern. There was no adjusted rate or lowering in premium after [redacted] was removed from the policy in October 2015 nor credit issued in regards to the error of him being placed an a driver without my knowledge n July 2015. I am not satisfied with fulfilling the higher payments due to inclusion of [redacted] to my auto policy. I am certain we can find a more fair means of resolution and if their is a proper remaining balance to have it satisfied as well. 
Regards,
[redacted]

March 4, 2015Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: Unknown         Company Name: Progressive Group of Insurance CompaniesMs. [redacted],I’m writing in reply...

to your email dated February 27, 2016. Thank you for the opportunity to reply to Mr. [redacted]’s concerns.Based on the information Mr. [redacted] provided in his complaint, I am unable to locate a policy in his name that we have forwarded to [redacted] and [redacted], our outside collection agency. If Mr. [redacted] can provide additional information such as the entry as it appears on his credit report, the policy number, any previous addresses Mr. [redacted] has had, his driver’s license number, social security number and date of birth, we will gladly review our records again.In his complaint, Mr. [redacted] states he is a victim of stolen identity. If Mr. [redacted] believes a policy was purchased in his name without his authorization, we require a copy of the police report. I’m sorry for Mr. [redacted]’s frustration in this matter. If you have any questions, please call me at 1-440-395-0314.  Sincerely,Lisa F[redacted]Lisa F[redacted]Consumer Relations Specialist

February 17, 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 Southeastern Insurance Company Ms. [redacted],I’m writing in reply to your follow up letter dated February 9, 2016.We do not specifically define the term claim within our Policy Contracts; however, the general definition of a claim for insurance purposes is a request for payment against an insurance policy. As part of our underwriting process, we’ve chosen to consider claims made against any coverage on the policy, including Roadside Assistance, in our renewal reviews. Based on the number of Roadside Assistance claims presented by Ms. [redacted], we elected not to offer a renewal of her policy. As required by the state, we provided Ms. [redacted] with the necessary Nonrenewal Notice within 20 days of the expiration of her policy. Under Policy Contract [redacted] (10/14), the Exclusions for Part V–Roadside Assistance specifies a limit of three covered emergencies for any single covered vehicle within a six month period. This limitation is separate from our decision to nonrenew, which involved an overall review of the claims history on Ms. [redacted]’ policy since it began on January 31, 2015. While we appreciate Ms. [redacted]’ interest in keeping her policy, our decision remains unchanged, and her policy expired on February 14, 2016 at 12:01 a.m. I’ve enclosed the Nonrenewal Notice and Policy Contract for your review. If I can be of further assistance, please call me at 1-440-910-6392. Sincerely, Anna O[redacted]Anna O[redacted]Consumer Relations Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  If possible, I would like the business sto contact me directly as well. 
Thank you,
[redacted]

Consumer sent the following response:Yes I sent you two numbers and they were from [redacted] not Progressive one was their corporate office and one was a branch in Mayfield Ohio. And they both stated that no payment comes straight to them and they don't process postmarks. Now Ms [redacted] could you call [redacted] and I quite sure they will tell you what they told me. And progressive story has changed from when they said my payment was received on the 4th of January and now all of a sudden my payment goes straight to the bank. Which is not true

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 understand that the repairs would not be covered if due to mechanical failure but when you do not have your policy in front of you you rely on the Progressive agents to tell you what is or isnt covered and when 2 of them told me not to worry and that the towing would be covered even after the 1 agent said it might not then we think we can trust the knowledge of the agents that work for Progressive. Conveniently they only recorded one converstaion, even though the Grievance complaint rep that I spoke too informed me that ALL conversations regarding claims are recorded. So either way there is a lot of dishonestly and mistrust going on with this company. There is no way we would have had our trailer towed that far if we thought we might be responsible for that bill when there was a town 10 miles away we wanted to have it towed too but once again the Progressive agent told us we had to have it towed to a Certified RV repair place in order for the towing and repairs to be covered. I have researched other complaints from other customers and have found similar dishonest and bad faith insurance actions also taking place. It is too bad that I didnt research Progressive more before I ever did business with them and if nothing else I hope this serves a a warning to other customers that are looking for an honest inusrance company....although that my be an oxymoron right there.
Regards,[redacted]

please see our response and supporting documentation

followup for [redacted]Business response copied and pasted below by Revdex.com staff MT 3/2/17:March 2, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Melissa TrahanRe: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Garden State Insurance CompanyMs. T[redacted]I’m responding to your letter dated February 23, 2017. Thank you for the opportunity to clarify the situation.Mr. T[redacted] reported a claim us on January 6, 2017 stating he struck a pole with his 2012 Nissan Rogue. After speaking to Mr. T[redacted] on January 6, 2017, he stated he should have Collision coverage on his Nissan. In order to further research the dispute we ordered the recorded policy calls from our data storage facility. Mr. T[redacted] did call us on September 2, 2016, to request Comprehensive and Collision be added to his policy, however, he was thoroughly advised we could not add the coverage due to binding restrictions which were in place due to the weather in his area. Our representative clearly advised Mr. T[redacted] to call back to add the Comprehensive and Collision coverage. At no time during this call was the expectation set with Mr. T[redacted] that the coverage would be added at a later date. We did give Mr. T[redacted] a quote for the cost of the policy without Comprehensive and Collision, which is $88 per month and the cost for the policy to add Comprehensive and Collision, which would be $165 a month. Mr. T[redacted] was provided two prices so he was aware what his policy would be once he added the Comprehensive and Collision coverages. Mr. A[redacted] electronically signed his Application and also signed his Coverage Selections Form on September 3, 2016. Since the call in September, additional calls were reviewed as follows:November 10, 2016November 25, 2016December 22, 2016January 6, 2016The calls reviewed indicated there was no request nor discussion of Mr. T[redacted] requesting Collision and Comprehensive coverages for his policy. Mr. A[redacted] received Declarations Pages on the following dates:September 3, 2016October 22, 2016November 25, 2016December 6, 2016 December 22, 2016All of the above referenced Declarations Pages do not show Comprehensive or Collision coverages for the 2012 Nissan. The cost of Mr. T[redacted]’s policy did not increase during this time for any coverage selection, as Mr. T[redacted] continued to pay the $88 per month he was advised during the September 2, 2016 call. While the lienholder may require Comprehensive and Collision coverage on the 2012 Nissan, the coverages the customer selects is strictly the consumer’s choice. The Coverage Selection Form that was signed by Mr. T[redacted] on September 2, 2016, was also sent to his lienholder, Nissan Credit Acceptance, indicating no Comprehensive or Collision coverages. We only require that our customer’s purchase state mandated coverage. All other coverage is optional.The original representative was no longer available and the claim was re-assigned on Friday, February 3, 2017. I apologize for any delays regarding the status of    Mr. T[redacted]’s claim. In an effort to gather all the relevant phone conversations, there were delays in updating Mr. T[redacted]. At this time, there is no record or request of Mr. T[redacted] requesting to add Comprehensive and Collision coverage for his Nissan after September 2, 2016. Communications, specifically, Declarations Pages and Coverage Selection Forms, were sent regular mail and/or email. Unfortunately, Collision coverage was not active for this loss. Thank you for your consideration in this matter. If you have any questions, please call me at 1-440-910-3177.Sincerely,Jennifer [redacted]Jennifer [redacted]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.Revdex.com, thank you so much. Regarding to the driving experience, I got my first driving license in the [redacted] since 2007, and I arrived to USA in the last year, Later, I got a new license of North Carolina, until now I have ten years driving experience.I think the key point is that when I received the notification in June 7th, the new policy is taken effect in June 1stwithout my permission. The reason why I cancelled the new policy is that I cannot accept the additional fees of the new policy.I am willing to pay for the bill based on the original policy, rather than the new policy with high rate, because I never agreed with the changed new policy. Therefore, I apply adjust the billing calculation method.Please reconsider this case. Thank you! Regards,
[redacted]

(The following was copy/paste by Revdex.com staff - LST)[redacted]June 30, 2017Revdex.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 Direct Insurance Company      Mr. [redacted],I’m writing in response to your letter dated June 26, 2016. Thank you for forwarding Ms. [redacted]’s concerns. I completely understand the importance of maintaining a good credit history, and I can appreciate Ms. [redacted] wanting to check into this further. I’ve reviewed the policy and am happy to explain why her rate increased and why she has a balance due in collections.Ms. [redacted]’s policy initially started effective August 16, 2016, for a six-month rate of $1,104, and monthly payments of $185, due September 16, 2017 through January 16, 2017. When Ms. [redacted] purchased the policy, she asked us to exclude [redacted] and [redacted] as drivers on the policy. On September 8, 2016, we sent Ms. [redacted] a letter asking her to send us a document from her prior insurance company, so we could confirm continuous coverage, and we asked her to fill out the Named Driver Exclusion form to continue to exclude the drivers on her policy. We explained in this letter that if we didn’t receive the signed form by September 21, 2016, we’d add the drivers to the policy.On September 16, 2016, we attempted to withdraw the scheduled payment of $183.32, but Ms. [redacted]’s bank didn’t honor the payment. We added a $25 returned payment fee to the policy, and sent Ms. [redacted] a Cancel Notice, letting her know we must receive the payment by October 18, 2016, to avoid cancellation. We received the $183.32 replacement payment and reinstated the policy.Then, on September 21, 2016, we sent Ms. [redacted] another letter, letting her know that we were unable to verify the address where she keeps her vehicles. We asked her to send us a document showing her name and complete address to maintain the current rate. We included a list of documents that we’d accept and asked her to send it to us by October 11, 2016, to avoid an increase in the rate. In reviewing the policy, I see that because we didn’t receive the signed Driver Exclusion form, we added Justina and Judith to the policy, which increased the rate by $2,283. We sent Ms. [redacted] a revised Declarations Page and a letter, letting her know why the rate increased. We also sent her a revised Payment Schedule, letting her know we’d withdraw $1,913.69 from her account on November 16, 2016. This was the October and November payments combined and include the additional charges for adding the drivers. On October 20, 2016, we changed the garaging address on Ms. [redacted]’s policy to reflect the one listed on her consumer reports, because we didn’t get a response to our request for verification of her complete address. This change increased the policy an additional $1,710.66. We sent Ms. [redacted] a revised Declarations Page and a letter explaining why her rate increased. We also sent a revised Payment Schedule, letting her know the November 16, 2016 payment changed to $2,483.91, to include the additional charges.On November 16, 2016, we attempted to withdraw the scheduled payment of $2,483.91, but the bank didn’t honor the payment. We charged a $25 returned payment fee and sent Ms. [redacted] a Cancel Notice, letting her know we must receive the payment by December 19, 2016, to avoid cancellation of the policy. We also removed EFT from the policy because of the returned payments, which increased the rate by $47.36, and we added a $50 charge because we didn’t receive the returned [redacted] device we previously requested. On December 8, 2016, Ms. [redacted] sent us a document confirming her complete address. We corrected the address on the policy, which resulted in a credit of $1,734.12. We also made an accommodation to remove the $25 returned payment fee, and Ms. [redacted] made a partial payment of $207 that same day. We sent Ms. [redacted] a revised Cancel Notice, letting her know we must receive a payment of $1,913.69 by December 30, 2016, to avoid cancellation. On December 28, 2016, we received a signed Driver Exclusion form for Justina Mbugua. We excluded Justina effective September 27, 2016, as requested, which resulted in a credit of $221.81. However, because we didn’t receive the full amount required to keep the policy in force, the policy canceled, leaving a balance due of $1,889.93. We sent Ms. [redacted] two bills for the remaining balance and eventually referred the balance to collections.If Ms. [redacted] replaced her coverage prior to December 30, 2016, and will send us a copy of her new policy showing the effective dates and coverage on the same vehicle, we’ll be happy to review the document and apply any credit necessary toward the remaining balance due. She can email the documents to me at [redacted], or fax it to [redacted]. Please have her include this policy number on any documents submitted.I hope this information helps explain why Ms. [redacted] has a remaining balance due. If you have any questions, please call me at [redacted] Sincerely, Rose S. Consumer Relations Specialist Enclosures

Consumer sent the following response:I'm still not satisfied with the reply from Progressive. Can they supply us with some kind of proof or paperwork stating that [redacted] does all their processes. If Citibank does their deposits and records their postmarks why do Progressive need people working in the office what do they do I know of no bank that does all that for no company. I called Citibank corporate office and a local branch and they said they don't do what Progressive is trying to tell me. I wish someone from Revdex.com would call the number I supplied so they could tell you the same thing they told me.

(The following was copy/paste by Revdex.com staff - LST)[redacted]June 19, 2017Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: Lou [redacted]Re: File Number: [redacted] Customer Name: Andre [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number:...

[redacted] Company Name: Progressive Direct Insurance CompanyMr. [redacted],I'm writing in reply to your letter dated June 13, 2017. I'm sorry for Mr. [redacted]'s frustration. I addressed his issues to the Colorado Division of Insurance. For your review, I've enclosed a copy for a more detailed summary of the claim handling.I'd like to be clear and affirm that we haven't denied his claim. There are steps that he can take to move the claim forward. To resume his claim, we require a signed authorization to disassemble form so the motor can be disassembled by an independent Audi dealer. We need this to understand how exactly the motor failed. The form he received states that at our cost, we'll arrange a tow to an Audi dealer and make payment to them to disassemble the motor. Once the engine has been disassembled and inspected, we'll discuss the findings with Mr. [redacted], including an estimate for repairs.If the diagnosis reveals failure from wear and tear or mechanical breakdown, we'll close the claim. If the diagnosis reveals motor damage resulting from an act of vandalism, we'll move forward with the claim. There'll be no cost to Mr. [redacted] to get to the answer of how exactly the motor failed, but we can't move forward until he agrees to sign the authorization to disassemble form.If you have any claim questions, please call me at [redacted].Sincerely,Sean [redacted]Claims Manager

August 22, 2016Revdex.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 CompanyMs. [redacted],I’m writing in reply to your letter dated August 17, 2016. I appreciate the opportunity to provide a follow up concerning this complaint. On August 18, 2016, I spoke to Ms. [redacted] regarding the claim on her [redacted], and based on our conversation, she didn’t have any current concerns that needed to be addressed.  I’m sorry for the poor service she received. Her feedback is very important to us. If you have any questions, please call me at 1- 281-674-6618.Sincerely,Theron J. R[redacted]Theron J. R[redacted]Claims Manager

(The following was copy/paste by Revdex.com staff - LST)[redacted]March 8, 2018Revdex.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 Casualty Insurance Company Mr. T[redacted] I received your February 23, 2018 letter. I appreciate Mr. M[redacted] sharing his concerns about our business practices. I’ll be glad to provide additional details about our comparison rating process and the actual reason that Mr. M[redacted]’s rate increased at renewal. Mr. M[redacted] purchased his policy with us through an authorized agent at A & M Insurance. Although we have no indication that we completed a comparison rate for Mr. M[redacted], I’d like to briefly explain our normal process. If an agency customer requests comparison rates, we refer them back to their independent agent for help. Customers that call us directly to quote a new policy may qualify for comparison rates, but if that option is available, we require the customer’s permission before continuing with the process. And while we do monitor other companies’ pricing generally to ensure that we remain competitive, we do not use comparison rates to determine whether to increase an individual customer’s renewal rate.When we issued Mr. M[redacted] his Renewal Offer for February 22, 2018, if paid in full as he chose to do previously, his six-month rate increased by $18. We did have a rate change that affected many of our Washington customers as they renewed on or before October 13, 2017, and as required, we filed our new rates with the Washington Office of the Insurance Commissioner. We completed a review of the policy with Mr. M[redacted] on February 22, 2018, to see if we could find any additional cost savings for him. We determined that, at this time, we’re providing him with the best rate we can offer. I’m sorry that Mr. M[redacted] feels we’ve been dishonest in any way. I realize that the price he pays for insurance is important, and I respect that as a savvy customer, he’d want to find a policy that best fits his needs. I hope this additional information helps to understand the policy better. Please feel free to call me at [redacted] if you have any questions. Sincerely, Anna O[redacted]Anna O[redacted]Consumer Relations Specialist

Business responded to complaint.  See attached.Business response copied and pasted below by Revdex.com staff MT 3/1/17:February 28, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted]...

[redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Paloverde Insurance CompanyMs. T[redacted]I’m responding to your letter dated February 23, 2017. Thank you for the opportunity to clarify the situation.Mr. W[redacted] started his policy with us on September 16, 2016. His initial six month paid in full rate was $403. I’ve enclosed a copy of his signed Application for Insurance which discloses that we offer a “first policy period – only” discount for electronically signing the initial policy documents.We recently sent Mr. W[redacted] a Renewal Offer with a six month paid in full rate of  $460. The rate did increase $57 over the past policy period for a couple of reasons. The first was the removal of the E- Sign “first policy period- only” Discount. This change accounts for $43 of the increase. The other $14 of the increase was due to a change in our rates overall. This change affects all customers as they renew on or after January 1, 2017. We are constantly monitoring our costs of doing business in Ohio and change our rates from time to time to remain competitive. We send our customers their Renewal Offer about a month in advance to allow plenty of time for their review and consideration to determine if they want to continue the policy.When Mr. W[redacted] called us on February 17, 2017, we provided the same information that I’ve listed above as the reasons for the increase to his Renewal Offer.I understand that Mr. W[redacted] is concerned with our use of driving and claims history to calculate our policy rates. We request all driving and claims history from our customers and disclose that we use consumer reports to verify the information and history. While we do not surcharge the driver involved in an accident when the accident is not at fault, the incident is a part of the policy claims history and is considered in the rate calculation as a claim. I’m sorry for any misinformation that may have been provided to Mr. W[redacted] and if he can provide the specific person or time he was given the information, we’d be happy to research it so that we can provide appropriate feedback and training to our representatives. I’m sorry that this has not been a positive experience for Mr. W[redacted] but I can confirm that the rate we’ve provided is accurate based on his driving and claims history.If you have any questions, please call me at 1-440-620-6943.Sincerely,Nancy [redacted]Nancy [redacted]Consumer Relations Specialist

November 7, 2017     Revdex.com 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 Attn: [redacted]
* Re:    File Number:          [redacted]           Customer...

Name:    [redacted]           Claim Number:      [redacted]           Policy Type:           Personal Auto           NAIC Number:       [redacted]           Company Name:    Progressive Direct Insurance Company   Mr. T[redacted]   I’m responding to your letter dated October 31, 2017. Thank you for the opportunity to clarify the situation.   I understand that Ms. O[redacted] would like an immediate settlement of her injury claim. We’ve accepted responsibility for this accident and are committed to working with Ms. O[redacted] to reach an agreed settlement.   This accident occurred on May 24, 2017, and we’ve been in continual contact with Ms. O[redacted] regarding her injury. We are currently in the process of evaluating her injury based on her medical records and treatment. We are also requesting information to document Ms. O[redacted]’s loss of wages to help validate her missed work because of her injuries.   I’m sorry for the inconvenience that this situation has caused Ms. O[redacted].  If you have any questions, please call me at [redacted]   Sincerely,   Ryan P[redacted]   Ryan P[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.
According to [redacted]
Standards for prompt, fair and equitable settlements. (a) In any case where
there is no dispute as to coverage, it shall be the duty of every insurer to
offer claimants, or their authorized representatives, amounts which are fair
and reasonable as shown by its investigation of the claim, providing the
amounts so offered are within policy limits and in accordance with the policy
provisions. Which I am not a part of because I am not a policy holder, I am the
claimant. It also states (2) replace it with an item substantially identical to
the item damaged. Used and non-OEM part are inferior to an OEM part. Again I am
not a policy holder. I don’t understand you moral or integrity on this
situation, this typical bottom line driven. It is very unethical of your
company to treat people that had no fault in an accident as a policy holder
under your company guidelines. Please resolve this issue. My next step if this
is rejected again is to submit a complaint to the [redacted]t.
Regards,
[redacted]