Progressive Corporation

[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

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

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

(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

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]

(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.

(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

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]

Attached is the response.

September 7, 2016Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] on Behalf of [redacted]’s [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive...

Direct Insurance CompanyMs. [redacted],I’m responding to your letter dated August 25, 2016. Thank you for the opportunity to clarify the situation.After careful review of our original report, we found that an error was made in the decoding of the vehicle. We called the dealer and confirmed that the vehicle had the 301A package. We re-ran our report and the new actual cash value came in at $15,620.24. Mr. [redacted]’s request of $16,762.62 included the fronting of the sales tax. We are in agreement to settle with Mr. [redacted] for the requested amount of $16,762.62. We’ve apologized to Mr. [redacted] for our error and the inconvenience this situation has caused. As soon as we receive the necessary signed documents, we will immediately issue the settlement draft to Mr. [redacted].If you have any questions, please call me at 1-614-904-3043.Sincerely,Charles J[redacted]Charles J[redacted]Claims Manager

February 2, 2016Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted]   Customer Name: [redacted]    Policy Number: [redacted]    Policy Type: Personal Auto  NAIC Code: [redacted] Company...

Name: Progressive Southeastern Insurance Company    Ms. [redacted],I am writing in reply to your inquiry dated January 26, 2016. I have reviewed Mr. [redacted]’ policy and we are more than happy to help resolve his issue. I am unable to locate any correspondence requesting cancellation of his policy. In North Carolina, we do require a written request in order to cancel. If Mr. [redacted] forwards copies of his emails requesting cancellation, I will make an accommodation to change the cancel date. Mr. [redacted] can also provide us with a dated Coverage Summary Page showing the 2005 [redacted] had insurance elsewhere. I do have to inform Mr. [redacted] that in North Carolina, when a customer requests cancellation of their policy versus us canceling for non-payment, we are required to cancel short-rate, which may affect the amount owed or refund due. I look forward to assisting Mr. [redacted]. He may send any documentation to [email protected]. Please include my name and policy number 33738878-2 on any correspondence.    If you have any questions, please feel free to call me at 1-440-620-6940Sincerely, Jeff P[redacted]Jeff P[redacted]Consumer Relations Specialist

May 31, 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 Advanced Insurance Company Ms. [redacted],I’m writing in reply to your letter dated May 24, 2016. I appreciate the opportunity to clarify the situation.Insurance rates for all vehicles vary depending on several factors, such as who drives the vehicle and the vehicle year, make and model. For older vehicles, many drivers choose liability coverage, which covers injury or damage to other people or property. Liability only may be cheaper than insuring an older vehicle with Comprehensive and Collision coverages. The cost for parts and labor continues to increase for older and foreign models, which affects our cost in doing business due to the rising cost of claims.We explained to Mr. [redacted] why we determined his vehicle a total loss. This had nothing to do with the rate applied to the replacement vehicle. The rate applied complies with our rating plan as filed with the state. Therefore, it must remain as charged.  I’m sorry for the misunderstanding and inconvenience caused. If you have any questions, please call me at 1-440-620-6942.Sincerely,Annie G[redacted]Annie G[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 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]

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]

October 27, 2015Revdex.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 Select Insurance Company[redacted]...

[redacted],I’m writing in reply to your letter dated October 22, 2015. We appreciate the opportunity to clarify the situation.Because [redacted] is currently a Platinum Loyal member, he is able to take advantage of our Small Accident Forgiveness benefit. With this benefit, we can forgive a claim with a total payout of $500 or less. I’ve listened to a recorded call between [redacted] and our claims representative and determined this was clearly explained to [redacted]. The claims representative offered [redacted] a drive-in estimate first rather than having him drop his vehicle off for repairs to confirm the total damage amount, giving [redacted] the opportunity to make an informed decision.After the estimate was completed, we confirmed the damage to [redacted]’s vehicle was in fact under $500. At this point, [redacted], knowing the damage was just below $500 made the decision to secure a rental vehicle with the potential this would push his claim over the $500 threshold for Accident Forgiveness. Between the repairs and the cost of his rental, this ultimately pushed his claim payment over the $500 aggregate threshold.We have since spoken to [redacted] and explained this. We also offered a solution, whereby [redacted] can mail us a payment in the amount of $110, which is the amount his $500 threshold payout was exceeded. By paying the $110, he is still able to take advantage of the Small Accident Forgiveness benefit. [redacted] has accepted our offer. Once his payment of $110 is received, we will adjust the policy by applying the Small Accident Forgiveness benefit. I’m sorry for any frustration [redacted] experienced, it wasn’t our intention.If you have any questions, please call me at 1-[redacted].Sincerely,Ryan L[redacted]Ryan L[redacted]Claims Manager

August 17, 2016Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] File Name: [redacted]Claim Number: [redacted]Policy Type: Personal AutoNAIC Number: [redacted] Company Name: Progressive Select Insurance CompanyMs....

[redacted], I’m writing in reply to your letter dated August 12, 2016. We appreciate the opportunity to clarify the situation.Ryan [redacted] secured a policy with us on June 27, 2016, at 11:45 a.m. This claim involving Mr. [redacted] and Mr. [redacted] was reported to us with a loss date of June 28, 2016, at 6:05 a.m., by Ms. [redacted]. There were no injuries and no police report was filed.We contacted the [redacted]’s insurance carrier, [redacted], where we determined the loss was reported to them with a June 27, 2016, 6:50 a.m. loss time. We requested cell phone records from both parties and secured a recorded statement from Mr. [redacted]. During the recorded call Mr. [redacted] admitted the accident occurred on June 27, 2016 at approximately 6:00 a.m., and that he purchased this policy after the loss already occurred.We informed Ms. [redacted] that Mr. [redacted] admitted purchasing the policy after the loss and that coverage is being denied for this loss.If you have any questions, please call me at 1-813-371-3854.Sincerely,Douglas H[redacted]Douglas H[redacted]Claims Director

Consumer Relations Department 6300 Wilson Mills Road, N71C Mayfield Village, OH 44143 Fax: 1-888-569-8942 [email protected] February 11, 2016 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 Direct Insurance Company Ms. [redacted], I'm writing in reply to your letter dated February 4, 2016. In determining the value of Ms. [redacted]’s vehicle, we used a service provider, Mitchell’s International, who uses a process developed by J.D. Power & [redacted]. At the time of the loss, they were unable to locate any recent comparable vehicles in the state where Ms. [redacted] resides (Utah). We provided her with a copy of the Mitchell’s valuation report along with our offer of settlement. She rejected our offer, and located other vehicles out of state to support her assertion of a higher value. We asked the vendor to attempt an alternative valuation method. They completed a local dealer quote method that came back with a slightly higher value. We offered Ms. Harman this new value and are currently waiting on her response. We also offered her the appraisal clause in her policy if we aren’t able to agree on a value, which she hasn’t accepted to date. I'm sorry for Ms. [redacted]’s frustration and look forward to resolving this claim. If you have any questions, please call me at 1-385-275-3677. Sincerely, David Sean D[redacted] David Sean D[redacted] Claims Manager

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.