Progressive Corporation

August 5, 2016Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted]Customer Name: [redacted]Claim Number: [redacted]Policy Number: [redacted]Policy Type: Personal AutoNAIC Number: [redacted]Company Name: Progressive Direct...

Insurance CompanyMs. [redacted],I’m writing in reply to your letter dated July 26, 2016. I appreciate the opportunity to clarifythe situation.We complete an underwriting review of each customer’s policy as they come up for renewal.Claims history is one of the factors used in our renewal reviews. During our recent review ofMr. [redacted]’s claim history, we identified two out-of- state claims that occurred within theprior 36 months. Based on this, we elected not to offer Mr. [redacted] a renewal for his nextpolicy period, and on May 18, 2016, issued a Nonrenewal Notice, effective June 18, 2016, at12:01 a.m.The claim information shared between insurance carriers through CLUE is limited to accidentdetails such as the amount and type of payout. We do not report fault. Carriers individuallydetermine the impact to their rates based on the claim information reported.We appreciate Mr. [redacted]’s interest in continuing his policy with us; however, ournonrenewal decision remains unchanged. If you have any questions, please call me at1-440- 910-6392.Sincerely,Anna O[redacted]Anna O[redacted]Consumer Relations SpecialistEnclosure

See attached

[redacted]August 22, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Lou [redacted]Re: File Number: [redacted] Customer Name: Armand [redacted] Claim Number: [redacted] Policy Type: Boat Policy NAIC Number: [redacted] Company...

Name: Progressive Advanced Insurance CompanyMr. [redacted],I’m responding to your letter dated August 16, 2017. I understand that Mr. [redacted] is not satisfied with the Mr. [redacted] has been indemnified for the damages relevant to the loss involving his 1985 SeaRay Cuddy Cabin. We provided an estimate to replace the propeller and miscellaneous small items required when replacing the propeller. In addition, we paid the marina repair shop to refloat our customer’s boat to determine the causation of water intruding in the bilge. There are no physical damages to the skeg, prop shaft or the lower unit housing. The absence of damages to these components and water entering the bilge do not correlate with each other.Mr. [redacted] signed an authorization, and we informed him that he would be responsible for any charges that were deemed not related to the loss, such as removing the engine.  We communicated the partial denial to our customer on February 12, 2016 after confirming the result of water instruction into the bilge was due to a corroded Y-exhaust pipe. Our manager also confirmed the partial denial to Mr. [redacted]B on March 15, 2016.The claim for damages to the propeller was covered, however, the damages to his engine and Y-exhaust have been denied under Part IV Physical Damage coverage, specifically the partial denial of coverage was due to exclusion #8: a) wear and tear; b) mechanical, electrical, or structural breakdownI’m sorry for the inconvenience this situation has caused Mr. [redacted]. If you have any questions, please feel free to contact me at [redacted].Sincerely,Darrell [redacted]Claims Manager

February 15, 2016Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115 Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company...

Name: Progressive Advanced Insurance Company Ms. [redacted],I’m writing in response to your letter dated February 7, 2016. I appreciate the opportunity to address Ms. [redacted]’s concerns about her recent claim.When we review repair options with our customers, we typically advise them to note the following items.1) The repair typically corrects the damage and helps avoid spreading, but a small blemish will likely show where the repair was done.2) If the damage spreads or if they are dissatisfied with the repair results, we will replace their windshield. In that event, they would be responsible for their deductible and we would pay the balance. Our records show we spoke with Ms. [redacted] on December 8, 2015, to go over her repair options. We reviewed the call and confirmed that our representative provided Ms. [redacted] with accurate information, in line with the items above. We did not note any statements made by our representative that would indicate we gave her incorrect information. In addition, no questions or concerns were raised that would indicate a misunderstanding.I’m sorry if Ms. [redacted] may have misunderstood the information we provided her. However, based on our review, we are unable to waive her deductible for a replacement of her windshield.If you have any questions, please call me at 1-440-910-7503.Sincerely, Jesus R [redacted]Jesus R [redacted]National Claims Unit

February 12, 2016Revdex.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: Progressive Universal Insurance...

CompanyMs[redacted],I'm writing in reply to your email dated February 5, 2016.On December 8, 2015, Ms. [redacted] quoted her policy online. She then called us and purchased the policy.During the quoting process, the customer is asked about all persons residing in their household. We require that all relatives of legal licensing age and living in the customer's household to be listed on the policy whether they drive the vehicle or not. On December 23, 2015, we sent Ms. [redacted] a memo requesting that she call us before January 5, 2016, regarding her policy. We learned that there were two people living in the household that needed to be listed on the policy. We added both effective the inception date of the policy which resulted in an increase to her rate of $1,258. On January 19, 2016, Ms. [redacted] signed an Exclusion Form for both drivers and we excluded them from coverage on her policy. This resulted in a credit of $540.61. We provided coverage for the other drivers from the policy's inception up to the exclusion date.Ms. [redacted] requested to cancel her policy effective February 1, 2016. There is currently and outstanding balance of $321.64 for coverage we provided up to the cancel date. She can call us anytime at 1-800-888-7764 to make payment. I'm sorry for any confusion or inconvenience Ms. [redacted] has experienced.Please call me with any question at 1-440-395-3385.Sincerely,Sharon D. S[redacted]Sharon D. S[redacted]Consumer Relations Specialist Enclosure

January 18, 2016Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Policy Number: [redacted]Policy Type: Personal AutoNAIC Number: [redacted] Company Name: Progressive Gulf Insurance CompanyMs....

[redacted], I’m writing in reply to your letter dated January 15, 2016. We appreciate the opportunity to clarify the situation.Ms. [redacted] purchased this policy on December 3, 2015. During the final underwriting process we confirmed Ms. [redacted]’s prior policy with us, written under policy [redacted] was non-renewed for multiple claims within the most recent 36 month period.As a result of our findings, we issued a Cancel Notice for Ms. [redacted]’s recent policy. We issued the Cancel Notice in accordance with the requirements by providing a ten day notification. The Cancel Notice was issued on January 5, 2016 letting her know the policy would cancel on January 15, 2016. The first 60 days of a new policy period is referred to as the Free Look Period. During the Free Look Period, we review policies and take necessary action such as cancelling a policy we determine is not acceptable. In this instance, we determined Ms. [redacted] had a prior policy that was non-renewed for underwriting reasons making the most recent policy unacceptable. Unfortunately we are unable to comply with Ms. [redacted]’s request to reinstate her policy.If you have any questions, please call me at 1-440-620-6941.Sincerely,Eva D[redacted]Eva D[redacted]Consumer Relations Specialist

Ms. T[redacted],
Attached is our response and supporting documents.
Thank you, [redacted]
Consumer Relations Specialist
[redacted]Business response copied and pasted below by Revdex.com staff MT 3/27/17:March 23, 2017Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115 Attn: Melissa T[redacted]Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted]Policy Type: Personal Auto [redacted] Company Name: Progressive Direct Insurance Company      Ms. T[redacted], I’m writing in response to your follow up letter dated March 20, 2017.Mr. V[redacted] continues to make the same arguments about liability in this matter. We’ve already addressed all liability arguments in our previous responses. Our position remains that Mr. V[redacted] was at fault; therefore, the liability denial stands. Mr. V[redacted] has demanded several pieces of evidence, including statements of all parties, photos and the police report. I’ve attached Mr. V[redacted]’s transcribed statement, photos he submitted, our police report request (no report was written) and a view of the intersection which is publicly available. All other statements and photos are the proprietary work product of Progressive Direct Insurance Company and are being held in anticipation of future litigation. Mr. V[redacted] has alleged that we have a strong motive to deny his claim, we are in bad faith and we are in violation of M.G.L. Chapter 93A. Again, we respectfully deny these allegations as outlined in previous responses. We have a contract with our customer to only pay for damages she is legally liable for. We completed a thorough investigation and determined she is not legally liable for Mr. V[redacted]’s damages. I’m sorry that Mr. V[redacted] doesn’t agree; however, I feel the outcome is accurate based on the evidence. If you have any other questions, please call me at [redacted] Sincerely, [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.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
Lawrence [redacted]
I do not agree with your finding,my rate went up because I was hit by someone.I dont think its fair to me just because my car was paid for in full and all I had was the insurance payment.I had to rep;ace the car and the car that I bought has the same value witch now I have a car payment and insurance payment. Why did my rate go up is my question if the car has the same value. I am being punish for getting hit

[redacted] [redacted]August 30, 2017Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: Lou [redacted]Re: File Number: [redacted] Customer Name: Ben J. [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 email dated August 24, 2017. I understand Mr. [redacted] is concerned with his policy rate and his requirement to keep his policy active. We base our rates on various factors, and our rates are filed with the State of Minnesota. I’ve enclosed copies of the Coverage Summary pages we issued, confirming Mr. [redacted]’s policy is effective August 4, 2017, through February 4, 2018, at a rate of $1,868. This total rate includes an increase of $222.98 from August 8, 2017, when he let us know that he needed an SR22 filing. I empathize with Mr. [redacted]’s request to just pay for the SR22. Unfortunately, I’m not able to lower his rate by changing his coverages. I double-checked, and he currently has the minimum coverage (that is required in Minnesota) and the highest possible deductible options. But, we do invite Mr. [redacted] to call us at [redacted], so we can review his policy with him to be sure he is receiving all discounts he is entitled to.Mr. [redacted] is a valued customer, and I’m sorry for any incorrect information we gave him when he called us. If you have any questions, please call me at [redacted]  Sincerely,Lisa [redacted] Consumer Relations Specialist

July 14, 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: Boat NAIC Number: [redacted] Company Name: Progressive Direct Insurance CompanyMs. [redacted],I’m writing in reply to your letter dated July 7, 2016.On August 26, 2013, we sent her documentation of an endorsement change to her policy. I’ve included a copy of this for your review. In the new endorsement, Sign & Glide® replaced Emergency Watercraft Towing and Labor coverage.On May 31, 2016, her boat was disabled and required a tow. For the 2016 disablement, we paid $977.63 for the initial tow charges. Ms. [redacted] alleges that we would only pay for a tow to the “nearest service port” and not her home port. The Sign & Glide Endorsement clearly identifies that we’ll cover on the water towing from the site of a covered disablement to the nearest accessible dock or port where it can be repaired or removed from the water. Anything beyond that would be considered an out of pocket expense for the customer. This is documented in the letter sent to the Ms. [redacted] on August 26, 2013. Per the Sign & Glide endorsement:Part 2 “Covered Services” b. On water towing from the site of the covered disablement to the nearest dock or port where the watercraft can be repaired or removed from the water.  If the covered watercraft is towed to any place other than the nearest such dock or port, you will be responsible for any additional charges incurred.We recognize that during June 2015 disablement, Ms. [redacted] was towed back to her homeport. We understand that having this prior incident led to her confusion for her current disablement. Specifically, that she would like to be reimbursed for an additional $653.50 for lift and haul fees that she has incurred at the marina where the disable boat was brought because of the breakdown on May 31, 2016.  We advised Ms. [redacted] verbally and in writing that there is no coverage for these additional costs per the Sign and Glide endorsement. While we understand Ms. [redacted]’s frustration, we’re unable to reimburse the additional fees incurred by Ms. [redacted] per the policy contract. If you have questions, please call me at 1-607-689-6206. Sincerely,David M[redacted]David M[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.
[redacted] was not a member of the household. She lived over a thousand miles away in [redacted]. There was no means of her getting to the vehicle. Charging someone extra for a "household member" who isn't even living in the same state is unfair and makes no sense.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

April 17, 2017Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115 Attn: Lou [redacted]Re: File Number: [redacted] Customer Name: Steven [redacted] Claim Number: [redacted]Policy Number: 02877546 Policy Type: Commercial Lines NAIC Number: 155-11770 Company Name: United...

Financial Casualty Company      Mr. [redacted],I’m writing in response to your letter dated April 11, 2017. Thank you for making us aware of Mr. [redacted]’s concerns about the valuation of his vehicle and the coverage he purchased on the policy.The vehicle in question is a 1992 Ford 9000 series truck with a logging body, which unfortunately, we’ve deemed a total loss. Mr. [redacted] purchased Stated Amount coverage of $28,500. On Mr. [redacted]’s policy, under Part II – Damage to your Auto, under the Limit of Liability for Stated Amount Coverage, it states we may pay the lesser of the actual cash value (ACV) or the stated amount on the policy.  A market search completed through an independent source determined the ACV to be $22,632 (a copy was sent to Mr. [redacted]). After adding tax and the $500 deductible, our offer to settle is $23,489.92.I’m sorry that Mr. [redacted] disagrees with the total loss valuation of his vehicle. Based on our review, we feel that we’ve made a fair market value offer for the vehicle. However, Mr. [redacted] still has the option to supply any additional information that he’d like us to evaluate and include in the ACV. We’re also working with his agent to resolve the claim.  I’m sorry for the inconvenience Mr. [redacted] experienced. If you have any questions, please feel free to call me at [redacted].Sincerely,Tom [redacted]Claims Manager

March 29, 2016Revdex.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: [redacted]Ms....

[redacted], I’m writing in reply to your letter dated March 22, 2016. I understand Mr. [redacted]’s frustration with the $50 Cancel Fee. When we cancel a policy at the customer’s request prior to the expiration the Cancel Fee will apply. We disclose the fee on the Application and on the Declarations Pages at each renewal. Unfortunately, we are unable to waive the $50 Cancel Fee. I’m sorry that Mr. [redacted] chose to cancel his policy with us. We understand that price is important and while we strive to provide the best possible rates, sometimes we are not the lowest available. If you have any questions, please call me at 1-440-395-3383.Sincerely,Janeen H[redacted]Janeen H[redacted]Consumer Relations Specialist

(The following was copy/paste by Revdex.com staff - LST)[redacted]December 18, 2017Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: Lou [redacted]Re: File Number: [redacted] Customer Name: Michael M[redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type:...

Personal Auto NAIC Number: [redacted] Company Name: Progressive County Mutual Insurance CompanyMr. T[redacted],Thank you for your letter dated December 9, 2017. I hope the following information helps to explain the situation.I’m sorry for any misunderstanding. We’re attempting to collect the full amount of the damages sustained to Mr. M[redacted]’s vehicle, which total $1,763.34. Of that amount, Mr. M[redacted] paid his $499 deductible. Mr. M[redacted] indicated that he’s unable to provide a receipt for his out-of-pocket rental car expense. We’ve been attempting to collect from the at-fault driver’s insurance carrier, and we were recently informed that there may not have been an active policy in force at the time of the accident. It appears that the other driver is uninsured, which allows Mr. M[redacted] to collect his damages through his Uninsured Motorist coverage. This will also cover his out-of-pocket rental expenses, as well as reduce his deductible from $499 to $250. We want to help Mr. M[redacted]. We’ve attempted to reach him, by phone, text and email, to discuss the reimbursement of his rental expense through his own policy, and to reimburse the difference in his deductible, but we’ve been unable to reach him. We’ll continue our efforts to reach him. We look forward to speaking with Mr. M[redacted]. If you have any questions, please feel free to call me at 281-982-9626. Sincerely, David L. [redacted]David L. [redacted]Claims Manager

(The following was copy/paste by Revdex.com staff - LST)[redacted]March 14, 2018Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: Lou [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name:...

Progressive Premier Insurance Company of IllinoisMr. [redacted]Ms. S[redacted]s a valued customer and we're glad that she shared her concerns.Our third-party vendor, [redacted] reached out to Ms. S[redacted] to discuss the timing of her service and overall experience. They offered her our sincerest apologies and a goodwill gesture of $75 for her inconvenience. Ms. S[redacted] graciously accepted the gesture with no further concerns. [redacted] will use this incident as an example so they can improve upon their system.We know that the service delay was very frustrating, but we're unable to refund what she's paid for the policy.If you have any questions, please call me at [redacted]Sincerely,[redacted]National Claims Unit

(The following was copy/paste by Revdex.com staff - LST)[redacted]May 23, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Lou [redacted]Re: File Number: [redacted]Customer Name: Mark [redacted]Policy Number: [redacted] Auto[redacted] MotorcyclePolicy Type: Personal AutoNAIC Number:...

[redacted]Company Name: Progressive Advanced Insurance CompanyMr. [redacted],I’m responding to your letter dated May 17, 2017. Thank you for forwarding Mr. [redacted]’s concerns about the price of his policy and other fees.We do understand that price is extremely important to our customers which is why we try to pass on the savings by offering discounts for options such as Electronic Funds Transfer (EFT) payment options. These options save money on costs for, billing, paper products and postage which in turn allow us to pass this savings along to our customers.We file our rates with the state of Missouri which is why we are not allowed to randomly appoint a customer a new rate or waive premium to satisfy a customer’s budget need. We are happy to provide a free, full review of our customer’s policy at any time to make sure they are receiving all applicable discounts and our lowest rate possible based on their individual rating factors. I’m sorry that Mr. [redacted] is not satisfied with our pricing and we are disappointed that he’s considering taking his business elsewhere. Ultimately we understand that he needs to purchase the best coverage to fit his needs based on the price. As a customer courtesy, I’ve waived the recent $10 late fee, however we do notify our customers of all possible fees and note that he’s paid this late fees on several other occasions this past year including late payments for July, October and December. We appreciate that Mr. [redacted] has been with us for many years allowing us to service both his auto and motorcycle insurance and we value him as a customer. I’m hopeful that we can continue our relationship and encourage Mr. [redacted] to contact us at every policy renewal to review his policy for further discounts.If you have any questions, please call me at [redacted].Sincerely,Nancy [redacted]Consumer Relations Specialist

[redacted]

August 4, 2016Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Northern Insurance...

CompanyMs. [redacted],I'm writing in reply to your email dated July 29, 2016. This claim was reported to us on June 14, 2016. We conducted a thorough liability investigation. As a result of this investigation, we accepted liability on behalf of our customer. On June 20, 2016, we completed the inspection of Mr. [redacted]’s vehicle deemed it a total loss. Mr. [redacted]’s insurance agreed with our decision. To establish the value of the vehicle and offer a claim settlement, a valuation was completed. The source of the valuation, [redacted] Total Loss, searches for comparable vehicles and makes adjustments to account for differences between the comparables and the loss vehicle. The adjusted items included differences in equipment, mileage and dealer asking versus projected selling prices. The valuation was within the settlement guidelines laid out in the Illinois Improper Claims Practice Act 919.80. We offered Mr. [redacted] a settlement offer on June 21, 2016; one day after the inspection was completed. Upon receiving the offer, Mr. [redacted] declined settlement, indicating that he was entitled to additional compensation. Over the course of the next five weeks, we sent approximately 23 email messages to Mr. [redacted] addressing his questions, discussing his concerns and explaining our offer. During this time, we repeatedly made requests to discuss the claim over the telephone to prevent delay and address the concerns in real time. As the claims manager, I offered to discuss the file outside of traditional business hours to accommodate Mr. [redacted]’s schedule. He also declined this offer. Ultimately, in an effort to reach an amicable resolution we agreed to offer additional settlement dollars to match the value presented to Mr. [redacted] by his carrier. This offer was made not because this value was any more accurate, as Mr. [redacted] never presented any supports to show that, but to reach resolution.We've offered a fair and legal claim settlement including providing a written explanation of the source of our offer. We have responded to Mr. [redacted]’s demands with explanation about what damages are legally compensable. We offered payment for a replacement vehicle for three days after the offer was made, which is consistent with the Illinois Improper Claims Practice Act requirement of “reasonable and necessary costs.” Additionally, we responded to Mr. [redacted] consistently throughout the duration of the claim in his preferred manner of communication, in spite of our belief that it creates challenges in the resolution process. The fact that his arguments all stem from a disagreement on the value of his vehicle and what compensation he is entitled to does not constitute bad faith as alleged. This claim has subsequently been resolved with payments issued to Mr. [redacted] on August 1, 2016 and his lienholder August 3, 2016.Please call me with any questions at 1-630-378-8909.Sincerely, Timothy B[redacted]Timothy B[redacted]Claims Manager - Chicago