Progressive Corporation

December 20, 2016Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted]          Policy Type: Personal AutoNAIC Number: 155-16322Company...

Name: Progressive Direct Insurance Company[redacted],I'm writing in reply to your letter dated December 14, 2016. Thank you for the opportunity to address [redacted] inquiry.   On January 17, 2016, [redacted] reported that while driving her 2014 Toyota Prius, she lost control and struck a tree.  During the claims investigation, we found that [redacted] purchased the policy online and chose a liability only policy. She didn’t purchase Comprehensive and Collision coverage. Because of the various requirements of each lienholder, it’s the customer’s responsibility to know what their particular lienholder requires and make sure that their policy satisfies the lienholder’s requirements. After [redacted] purchased the policy on September 1, 2016, we sent her a Coverage Summary page confirming the coverages she purchased, which didn’t include Comprehensive and Collision coverage. I’m sorry we can’t afford Collision coverage for the loss as the coverage was not purchased. I have provided a copy of the Coverage Summary page for your review. If you have any questions, please call me at 1-440-910-3478. Sincerely, Marc *. J[redacted]Marc *. J[redacted]Claims Supervisor

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.  Thank you so much for assisting us in getting this matter resolved
Regards,
[redacted]

Revdex.com:Mr. [redacted]t said that the deductible would be refunded since there was no liability on my part in the claim. He further said that Progressive would issue payment for the dent in the roof of my vehicle from the ice debris that impacted my roof when it flew from the other negligent vehicle operator's vehicle.
Regards,
Chuck [redacted]

September
6, 2016
 
 
RevDex.com, Inc.
2800
Euclid Avenue 4th
Floor
Cleveland,
OH 44115-2408
Attn:
[redacted]
 
Re:
Mailing issues/[redacted]
 
 
Ms.
[redacted],
 
I’m
writing in reply to your letter dated September 2,...

2016.
 
I
have removed Ms. [redacted]’s name from our mailing list with the
address provided. We update our files regularly, but please allow up
to six weeks to complete the process. If Mr. [redacted] should receive
any more mail for Ms. [redacted], I ask that he call me and provide the
exact address for Ms. [redacted] as noted on mailings.
 
I’m
sorry for the inconvenience this caused. If you have any questions,
please call me at 1-440-620-6942.
 
Sincerely,
 
Annie
G[redacted]
 
Annie
G[redacted]
Consumer
Relations Specialist

April 12, 2016Revdex.com, Inc.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: [redacted]       Company Name: Progressive Direct Insurance Company Ms. [redacted],I’m writing in reply to your letter dated April 6, 2016. I appreciate the opportunity to clarify the situation.On September 20, 2015, Mr. [redacted]’s policy canceled for non-payment. We allowed Mr. [redacted] to reinstate his policy with no lapse under the condition that he signs a statement of no loss, indicating that neither he nor any member of his household had been involved in an accident between the time period of the policy canceling and the time of reinstatement on September 21, 2015, at 10:16 a.m. He provided this signed statement. Upon investigation, we learned that Mr. [redacted] had provided a false statement of no loss. In fact, he had been involved in an accident on September 20, 2015, which was after his policy had canceled and before reinstatement. Therefore, there isn't coverage for Mr. [redacted]’s loss. I'm sorry for the  inconvenience Mr. [redacted] experienced. If you have any questions, please call me at 1-425-245-9513.   Sincerely, Chris M[redacted]Chris M[redacted]Claims Supervisor

(The following was copy/paste by Revdex.com staff - LST)[redacted] This company is  really mentally and financially stressing me! I just receive a bill in mailing saying I owe XTa balance with them for $200. I feel this is not right !? I tried to pay my monthly policy May 27th because I notice they didn't take it out my account automatically like it was set up for . I called only to find out they wasn't going to except my payment because they said there underwriter decide for them to drop me June 5th leading up after the accident and filing my claim with them. So that left me now since they decided not to let me use my uninsured motorists coverage from my policy which that's not tight since it was a and insured motorist that hit me and now I will have to pat a $500 deductible towards the repairs and I had to be out if money getting a new insurance provider since they drop me so I don't have money to be throwing here and there at something I had no control over and didn't ask for all this !? So please I would like for then to waive this so call $200 balance....they dropped me I have a new provider! ? This is making me so uncomfortable that I believe I will also file a consumer affairs complaint also as a security blanket for my best regards as well, this is shame I am having to go through all this I am too old for this......The state requires everyone to be insured and we pay all this money and the companies gladly take our money and doesn't want to do right by the consumers. ......Lord I SMH!!

March 29, 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 Code: [redacted] Company...

Name: Progressive Select Insurance Company      Ms. [redacted],I am writing in reply to your letter dated March 22, 2016. I appreciate the opportunity to clarify the situation. We have fully indemnified Mr. [redacted] for the damage to his 1998 [redacted], in the amount of $1,793.88. [redacted]’s Auto Body, Mr. [redacted]’s shop of choice, completed the repairs. With proper repair techniques, vehicles that we do not declare a total loss can be returned to their pre-loss condition. If Mr. [redacted] is not satisfied with the repair quality, he should contact his shop of choice and discuss resolving any issues with them. Mr. [redacted] has not provided any documentation to support that he experienced any other loss. Without evidence of the alleged diminution of value, we are unable to consider additional compensation on behalf of our customer. We have fully compensated Mr. [redacted] for the damage to his vehicle by repairing it to pre-loss condition.If you have any question, please call me at 1-412-501-6510.Sincerely, Michael R[redacted]Michael R[redacted]Claims Manager

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. 
Regards,
[redacted]

(The following was copy/paste by Revdex.com staff - LST)[redacted]January 18, 2017 Revdex.com2800 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 Direct Insurance Company Mr. T[redacted] Thank you for sharing Mr. M[redacted]’s concerns about the $25.44 balance he owes us on his canceled policy.Mr. M[redacted] paid his policy by the electronic funds of transfer method of payment.On January 1, 2018, we deducted $97.35 from his account. Mr. M[redacted] then cancelled his policy on January 2, 2018. On January 3, 2018, Mr. M[redacted] called us and we agreed to waive the $50 Snapshot® Fee that we charged him.On January 5, 2018, Mr. M[redacted]’s bank notified us that the $97.35 payment wasn’t honored. Therefore, we charged him a $20 returned payment fee.I’ve waived the $20 fee, in addition to the remaining $5.44. Mr. M[redacted] no longer owes us a balance. I understand Ms. M[redacted]’s frustration in this matter and I’m sorry. We appreciate that he brought this to our attention so we could remove the balance he owed. If you have any questions, please call me at [redacted] Sincerely,Lisa F[redacted]Lisa F[redacted]Consumer Relations Specialist

March 17, 2016Revdex.com, Inc.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: [redacted]          Company Name: Mountain Laurel Assurance Company          Ms. [redacted],I’m writing in reply to your letter dated March 15, 2016. I appreciate the opportunity to clarify the situation.On February 29, 2016, we received report of the claim and assigned a claim representative the next day. We immediately contacted Mr. [redacted] and set up a claim with claimant's carrier on his behalf, the same day of assignment. We advised Mr. [redacted] of his repair options and informed him that we needed a confirmation of liability acceptance by the claimant's carrier prior to waiving his deductible.On March 3, 2016, we contacted the claimant's carrier with no response.We contacted Mr. [redacted] immediately with an update and callback expectations were set for early the following week. We scheduled a follow up with the claimant's carrier and Mr. [redacted] for Monday, March 7, 2016. However, we received a call from Mr. [redacted] before the claims representative could obtain liability and the call escalated to another available claims representative. We provided the supervisor's information to Mr. [redacted] and he did leave a message asking for assistance expediting the claim.In receiving this inquiry, we contacted the claimant's carrier and obtained confirmation of liability acceptance. We also called Mr. [redacted] to advise and arrange repairs. At this time, we have resolved all the concerns regarding repairs, liability, and the deductible. Our estimator assigned to the repairs entered notes in the claim prior to the supervisor receiving the message. The notes confirmed that Mr. [redacted] was happy with service we provided.As of March 12, 2016, Mr. [redacted]’s vehicle has been repaired and returned to him. The file is currently being handled by our Subrogation Department in attempts to recover damages from the adverse party.I'm sorry for the frustration Mr. [redacted] has experienced. We strive to provide positive customer experiences. The claim representative's Supervisor, Jennifer W[redacted] has attempted to contact Mr. [redacted] to discuss his concerns as noted, but has been unable to reach him at the time of this response. If you have any questions, please call me at 1-440-910-3132. Sincerely,Melissa M[redacted]Melissa M[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.
I feel that progressive has not resolved the complaint not only did they just send this to the same manager that I have already talked to they failed to even address everything that was said to me on the call in this response. I feel that someone higher in the CEOs office should be addressing this due to mistakes made on progressives end it is only fair they provide me with a rental that I pay for as part of my premium I think the need to address the poor customer service I have had or once my car is repaired I will be finding a new insurance provider.
Regards,
[redacted]

[redacted]Business response copied and pasted below by Revdex.com staff MT 3/29/17:March 28, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn[redacted]Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: 155-14800 Company Name: Progressive Garden State Insurance CompanyMs. T[redacted]At your requests, we made two additional attempts to reach Mr. M[redacted] by phone and two additional attempts by email with no response. Currently we consider this claim closed, but if Mr. M[redacted] presents additional information to support his claim we’ll be happy to review the information provided.Sincerely,Scott W[redacted]Scott W[redacted]Claims Manager

(The following was copy/paste by Revdex.com staff - LST)[redacted]From: [redacted]Date: Tue, Apr 25, 2017 at 11:26 AMSubject: Re: Cleveland Revdex.com re: Progressive CorporationTo: [redacted] <[redacted]>I would also like to add that I paid $5,000 of the damages to my vehicle to start the repairs on my vehicle out of my pocket at least to make my truck driveable.

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.Again,...

Progressive is reporting there were 3 different accidents in the car and this is FALSE! Please show me where in my policy it states I have to pay 3 different deductibles for 1 incident. I do understand 3 different things were wrong with the vehicle. I took photo's as well and I am thoroughly aware. Yes because I was forced to file 2 additional claims my insurance went up by $496 so are you saying with 1 claim filed it would be the same?  I highly doubt it. 3 claims impacts my rates with any insurance company because the first question they ask is have you had any accidents or filed any claims in the last 3 years - and I have to report 3 claims filed instead of 1. Also, this simply may have been resolved if this was explain to me and pointed out in my policy which I asked for on several calls. It was not until I filed a complaint with Revdex.com that I am even getting the reason why I had to pay $1500 versus $500. Attached you will find my email sent in April that [redacted] never responded to- in regards to great customer service!
Regards,
[redacted]

Consumer sent the following response.  See attached.Consumer response copied and pasted below by Revdex.com staff MT 2/23/17:February 20,2017 Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Melissa TrahanMrs.T[redacted]I am responding back to Mrs., Jennifer [redacted],in reference to my complaint. After reviewing Mrs. [redacted] response, I found that some of the statements are false. I did in fact call Progressive Auto Insurance after September 2,2016 and requested that they add Collision and Comprehensive coverage to my policy. Also, I was advised, that my policy was going to be updated and I had a $500 deductible. I was also advised that I didn’t have to do anything else. Also, I found it odd that I did not receive a binder copy of my policy when I requested one, but did pay attention to it because every company is different.  In regards, to the monthly payments, I thought was paying $88per month because of the Snapshot program, I signed up for with Progressive.  I believe, I was supposed to pay more, then Progressive should have advised me of that and I would have. Furthermore, throughout the whole investigation I wasn’t treated appropriately. I was hung-up on 4 times when I called to know the statues of my claim. Also, during one of the calls one of the customer service representative advised me that, I never did the Photo inspection and said that I was required to.  I was never advised that, I had to do the photo inspection.  Please note, that about my complaint I would like to be compensated for what I was supposed to have on my policy. Regards,[redacted]
[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Better Business [redacted]:
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]

Consumer sent the following response:HiFinally after many mental abuse and activation of fraud link and lies,I got my claim today that could never happen if your help was not there.Thanks and Blessing[redacted]

On January 12, 2014 I was hit by a car while riding my motorcycle. After going back and fourth for 20 months the driver of the car finally admitted that it was his fault. That he did hit me. I had already settled with his insurance company but mine, Progressive, still insisted that I was at fault. I filed a complaint with the Insurance Commissioner because I felt as though Progressive did not do a proper investigation, and I was right. When I questioned the Claims Rep, Sam H[redacted], he count not answer my simple questions. What was his driving record like? Was he on the cell phone? And when I informed him that the other driver changed his story and admitted that he hit me, his answer was what forced me to file this complaint. "I don't care what the other driver says. We did our own investigation and determined that you were at fault." That kind of thinking is crazy.

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.
Thank you for the response. The images did not come through on the message. It's unclear how long we were entitled to the occupation discount. We appreciate the retroactive application but were entitled to this benefit regardless of this situation. We believe we're still owed a credit beyond the discounts to which we're entitled for the lack of clear information and mishandling of our customer service experience by Progressive.
Regards,
[redacted]