Progressive Corporation

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

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

April 13, 2018  [redacted]
[redacted]
[redacted]
[redacted]
*
[redacted]  [redacted]              ...

[redacted]    
       [redacted]         [redacted]
       [redacted]           [redacted]
       [redacted]                [redacted]
       [redacted]            [redacted]             
       [redacted]         [redacted]                    
*
*
[redacted]
*I’m writing in reply to your letter dated April 6, 2018. Thank you for allowing me the opportunity to respond to the [redacted] concerns. After a review of the policy, Mr. and Mrs. [redacted] chose our Paperless Option, which they received some documents via email and others that are required to be mailed. Therefore, they received the cover letter only by mail, listing what their payments would be at renewal. The Renewal Coverage Summary page was emailed. When the policy was originally issued, Mr. and Mrs. [redacted] chose our paid-in-full payment plan, which was a six-month rate at $631. At the renewal we issued the renewal rate for an installment payment plan, which total $707 and what the installment payments would be if he selected this plan. We also indicated what the rate would be for a paid-in-full payment plan, $610. I’ve enclosed a complete copy of the Renewal offer for your review, which includes a cover letter of the breakdown of the billings and the fees charged when billed, I’ve also included a copy of the Coverage Summary Page that list the coverages selected. I’m sorry for the confusion this matter caused. If you have any questions, please call me at [redacted] Sincerely, Annie [redacted] Annie [redacted]Consumer Relations Specialist

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

AttachmentBusiness response copied and pasted below by Revdex.com staff 4/11/17:April 11, 2017Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Melissa TrahanRe: File Number: [redacted]     Customer Name: [redacted]   Policy Number: [redacted]   Policy Type: Personal Auto  NAIC Code: [redacted]  Company Name: Progressive Advanced Insurance Company  Ms. T[redacted]I’m writing in reply to your inquiry dated March 6, 2017. I’m sorry you’re having issues with the CD we sent. We sent the CD directly to you, so I didn’t have an opportunity to attempt to access it. I’ve requested transcripts of the call and I’ll forward those as soon as they’re available.  If you have any questions, please call me at 1-440-[redacted]Sincerely, Jeff P[redacted]Jeff P[redacted] Consumer Relations Specialist

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

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

August 9, 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 Select Insurance CompanyMs....

[redacted], I’m writing in reply to your letter dated August 5, 2016. We appreciate the opportunity to clarify the situation.Based on the information provided in Mr. [redacted]’s correspondence along with the fact that Mr. [redacted] is active military, I’ve made a business decision to honor the original Proof of Prior information shown on the policy when it was purchased. An additional credit card refund of $175 will be processed today. I’m very sorry for the frustration Mr. [redacted] experienced, it wasn’t our intention. I’d like to thank Mr. [redacted] for his service.If you have any questions, please call me at 1-440-620-6941.Sincerely,Eva D[redacted]Eva D[redacted]Consumer Relations Specialist

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

November 24, 2015Revdex.com 2800 Euclid Avenue, 4th floorCleveland, OH  44115Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Select Insurance Company[redacted],I’m writing in reply to your follow up letter dated November 20, 2015.[redacted] indicates that he does not want to work through a third party, but wants to email us directly. He can email any information to us directly at [redacted].If you have any questions, please call me at 1-[redacted].Sincerely, Janeen H[redacted]Janeen H[redacted]Consumer Relations Specialist

(The following was copy/paste by Revdex.com staff - LST)[redacted]January 10, 2018Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted]Re: File Number: [redacted] File Name: [redacted] Policy Type: Personal Auto NAIC Number:...

[redacted] Company Name: Progressive County Mutual Insurance CompanyMr. T[redacted]Thank you for your letter dated January 4, 2018. I appreciate you forwarding Mr. W[redacted] concerns.I’m sorry for the delay in accessing Ms. W[redacted]s policy. When we receive a call from a customer and they don’t have their policy number available, we’ll look up their policy using an alternate method. The information that we collect must match the information that we have on file to access the policy. I’m glad that we were eventually able to access her policy.Although I’m unable to discuss any specifics with Mr. W[redacted] about his granddaughter’s policy due to privacy laws, if Ms. W[redacted] believes that her policy has been canceled with an incorrect effective date, she can call me. I’ll be happy to assist her.I’m sorry for the frustration this situation has caused the W[redacted]s. If you have any questions, please feel free to call me at [redacted]  Sincerely,[redacted]Consumer Relations Specialist

attachmentBusiness response copied and pasted below by Revdex.com staff 1/11/17:January 9, 2017Revdex.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 Advanced Insurance Company      [redacted],I’m writing in reply to your inquiry dated January 4, 2017. I appreciate the opportunity to address [redacted]’s concern.We completed a thorough and detailed liability investigation; including interviewing both drivers, review of the police report and pictures of both vehicles. [redacted] advised that he was travelling in the right lane when he passed [redacted]s vehicle, which was travelling in the left lane. At that time, [redacted]’s vehicle merged right and struck [redacted]’s vehicle. [redacted] stated that because the damage to his vehicle is to his nerf bars and there’s no damage to the doors of [redacted]’s vehicle, this would indicate that [redacted] was the party that made a lane change.    [redacted] stated that she was in the left lane and [redacted]’s vehicle passed her, driving erratically, went left into her lane of travel, and struck her vehicle. [redacted] was adamant that she never made any lane change at the time of this loss. The police report indicates that the responding officer was unable to determine the at-fault party and didn’t issue any citations. The pictures of both vehicles aren’t indicative of which vehicle made the lane change. The damage to both vehicles could’ve been the result of either driver’s version of the loss. I’ve included the police report and pictures of both vehicles for your review. Based on our investigation, we concluded that our customer, [redacted], isn’t the proximate cause of the accident. On November 9, 2016, we made a compromised offer to compensate [redacted] for 50 percent of his damages. [redacted] informed us that this offer is unacceptable. We completed a detailed and thorough liability investigation and we’ve made a fair offer to resolve this matter.  I’m sorry for the inconvenience this caused. If you have any questions, please call me at 1-717-730-1584.Sincerely,Brian R[redacted]Brian R[redacted]Claims ManagerAttachment

(The following was copy/paste by Revdex.com staff - LST)[redacted]September 20, 2017Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] Customer Name: Kyle A[redacted]        Claim Number:         [redacted] ...

      Policy Numbers: [redacted]        Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance CompanyMr. T[redacted] Thank you for sharing Mr. A[redacted]’s concerns with his claim in your September 8, 2017, email. I hope the following explains our position.   On August 24, 2017, Mr. A[redacted] reported this claim to us. On the same day, Claims Representative Andrea B[redacted] contacted Mr. A[redacted] to gather information regarding the loss. Mr. A[redacted] indicated that he wanted to go through the other insurance company of the car that rear ended him, so Ms. B[redacted] also set up a claim with [redacted]  On August 25, 2017, Ms. B[redacted] was notified that the at fault party had a lapse in coverage; therefore, [redacted] would be unable to assist Mr. A[redacted] with his damages. Ms. B[redacted] called Mr. A[redacted], and they set up for his vehicle to be repaired. We also sent Mr. A[redacted] a notification that it's his choice as to where he repairs his car. On August 28, 2107, Mr. A[redacted] dropped off his vehicle at [redacted] in Parker, Colorado, and signed a repair authorization that authorized the shop to complete his vehicle repairs.   On August 29, 2017, our representative completed an estimate on Mr. A[redacted]’s vehicle. Given the facts of the accident, it was clear that the damage was to the rear bumper. Additional items were being claimed (radio not working, alignment, front valance/undercover coming off) which were unable to be related to the accident.  Our representative called Mr. A[redacted] to discuss the estimate. Unfortunately, the representative transposed the phone numbers, so we didn’t reach Mr. A[redacted] with the update on the estimate amount. The vehicle was subsequently repaired based on our estimate of $600.70. Mr. A[redacted] has a $500 deductible, so he is responsible for the first $500 of the estimate. The $500 deductible was chosen by Mr. A[redacted] and disclosed at the time of his Application for Insurance on September 23, 2014. We've also continued to communicate his coverages to him by the Coverage Summary pages that we’ve issued to him over the three years he has been insured with us.   We provided Mr. A[redacted] with a rental vehicle while his vehicle was in the shop for repairs. The rental was utilized by Mr. A[redacted]; however, when he picked up the rental, he elected to buy additional insurance through Enterprise. Our Rental coverage only pays for the cost of the rental and not additional insurance on the vehicle. Mr. A[redacted] claims that he was not aware of this. Our representative discussed this matter with her supervisor, and they agreed to reimburse this cost to Mr. A[redacted] given the possible confusion. On September 6, 2017, we issued a check to Mr. A[redacted] for $70, and this payment has since cleared the bank on September 12, 2017.     In Mr. A[redacted]’s complaint, he references a [redacted] [redacted] reimbursement. In my review, I see no relation to any work performed at [redacted] [redacted]s and the damage to the rear bumper. Mr. A[redacted]’s policy pays for damages related to a covered loss. Because our estimate shows that only the rear bumper was damaged, any items outside of this would not be considered related. I see no commitment from our representative stating that we would be reimbursing Mr. A[redacted] for any repair/service work done at [redacted] [redacted]s. My review of this loss would support that our estimate of the damage to Mr. A[redacted]’s 2009 Nissan Versa included all accident related damages. Mr. A[redacted]’s policy and coverages have been communicated continually over the past three years to show that under his Collision coverage, he has a $500 deductible for which he is responsible. Because Mr. A[redacted] dropped off his vehicle for repairs, picked up a rental car, and signed a repair authorization, this indicates that Mr. A[redacted] had a choice to repair and where to repair his vehicle.     We are currently attempting to subrogate the at fault party for damages sustained. We are hoping to be successful in the recovery of all damages, which would include the reimbursement of the deductible incurred by Mr. A[redacted].  I’m sorry if Mr. A[redacted]’s claim was not handled as he would have expected, and it was not our intention to cause him any frustration. If you have any questions, please call me at [redacted] Sincerely, David W[redacted]David W[redacted]Claims M[redacted]

October 13, 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 Number: [redacted]       Company Name: Progressive Advanced Insurance Company Ms. [redacted],I’m writing in reply to your letter dated October 5, 2016. I appreciate the opportunity to clarify the situation.  On September 2, 2016, Ms. [redacted] initiated a Chat Session with an online service consultant. At that time, we provided her with quotes for changes to her policy, as noted in the Chat transcription provided by Ms. [redacted]. Because we never received authorization from Ms. [redacted] to process the changes, we never completed the changes.On September 14, 2016, we mailed Ms. [redacted] a Cancellation Notice for an amount of $66.68 due by September 21, 2016, to prevent cancellation of her policy. On September 23, 2016, we canceled Ms. [redacted]’s policy due to nonpayment.  Because we did not receive the payment to avoid cancellation, we will not be reinstating the policy. I’m sorry for the inconvenience this has 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.They have now said we only earned a $32 discount rather than $112, which does not match the message we received with the renewal notice.  Also that still does not explain how the rates went UP when a discount was applied.  Please refer to the definition of discount:[redacted]There is not even an obscure alternate definition where a discount means raising a price.  
Regards,
Theodore [redacted]

(The following was copy/paste by Revdex.com staff - LST)[redacted]February 15, 2018Revdex.com2800 Euclid Ave., 4th Fl.Cleveland, OH 44115Attn: [redacted]
Re: File Number: [redacted] Customer Name: S[redacted] T[redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company...

Name: United Financial Casualty CompanyMr. T[redacted],Thanks for sharing Ms. T[redacted]'s concerns about her son, [redacted], being added to her policy. I've reviewed her policy to explain what happened.Ms. T[redacted] quoted and purchased her policy online to be effective July 25, 2017, to January 25, 2018. Her six-month rate was $383 for herself as the only driver on the policy, and a 2017 Toyota Prius.On October 20, 2017, and November 3, 2017, we sent her notification about [redacted] getting his license and the next steps to follow (copies are attached). When we didn't receive a response, we added [redacted] to the policy effective November 23, 2017. We require that any relative of legal driving age (15 years old), who lives in Ms. T[redacted]'s home, even if that person doesn't drive the vehicle be listed on her policy.Ms. T[redacted] requested that we remove [redacted] from her policy, and provided a copy of his driver's license and his W-2 Statement. Each of those documents shows his address as the same one listed on Ms. T[redacted]'s policy. Therefore, we cannot remove [redacted] from the policy or issue a refund. I know this isn't the outcome she expected, and I'm sorry. Ms. T[redacted]'s policy expired effective January 25, 2018, with a balance due of $576.93. This is for coverage we provided up to the expiration date. To avoid this balance being referred for collections, she can call us anytime to make the payment at [redacted] or mail it with the Payment Coupon previously provided.I hope this has helped explain what happened on her policy. Please feel free to call me with any questions at [redacted]
Sincerely,Sharon D. S[redacted]Sharon D. S[redacted]Consumer Relations Specialist

Please see our response attached

Please find our response attached.

(The following was copy/paste by Revdex.com staff - [redacted]July 20, 2017Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Premier Insurance Company of IllinoisMr. [redacted],I'm sorry that Ms. [redacted] believes we're not telling the truth. I hope this additional information clears up the situation.As you know, in her initial inquiry to you, Ms. [redacted] detailed her perspective regarding the contact with her vehicle and the bus. Although she states in herfollow up that we had no evidence that she was in an accident, our investigation confirmed otherwise. Our investigation included her recorded statement detailing the facts in this matter, which confirmed contact between Ms. [redacted]’s vehicle and the bus. I've enclosed a copy of our response to the Georgia Office of Insurance, which contains additional details of our investigation.We agree that Ms. [redacted] didn't report this loss to us and that her policy was in effect for this date of loss. Ms. [redacted]'s failure to report the loss didn't influence our decision to accept responsibility and protect her interests in paying the thirdparty claim presented against her policy.If you have any additional questions, please call me at 240-500-3492.Sincerely,William M[redacted]William M[redacted]Claims Supervisor