Progressive Corporation

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]

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]

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

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]

(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

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]

[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]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

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

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

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

April 13, 2018  [redacted]
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*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

Please see our response attached.
Thank you!

(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]

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.
 
Progressive did lower the payment due, but after speaking with their collection agency I was told it would not be removed from my credit. That is unfair. If it will continue to damage my credit why should I pay the remaining balance? I need something in writing that once I make the payment the collection account will be removed from my credit. [To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,Ashley [redacted]

May 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 Direct Insurance CompanyMs. [redacted],I’m writing in reply to your email dated May 10, 2016.  Our investigation of this accident consisted of speaking with [redacted],  our customer, [redacted], the witness, [redacted], and the officer that responded to the scene, [redacted]. We also inspected both our customer’s vehicle and Ms. [redacted]’s vehicle. Ms[redacted] reported the claim to us on August 21, 2015. She advised that the witness, Mr. [redacted], was in a vehicle in front of her in the left lane. Mr. [redacted] hit the tire debris causing it to go into the right lane. Ms[redacted] said that Ms. [redacted] was in the right lane and when the tire debris came into the right lane she swerved into the left lane in front of Ms. [redacted]. Ms. [redacted] was not completely in the left lane when Ms[redacted] hit her in the rear bumper.We spoke with Mr. [redacted] and he advised that he was traveling in the left lane when he saw a vehicle in front of him lose a portion of their tire. He hit the piece of tire that was in his lane of travel and he saw it kick up into the lane to his right and from his rear view mirror he saw Ms. [redacted] in the right lane swerve into the left lane to avoid the piece of the tire. He advised this caused Ms[redacted] to slam on her brakes hitting Ms. [redacted] in the rear of her vehicle. He pulled over to make sure everyone was ok. He advised that he didn’t know anyone at the scene and he did speak with the officer. He advised the officer only talked to him about him hitting the tire debris and asked if he needed an accident report for his accident. Mr. [redacted] said his car sits higher up and didn’t have any damage so he didn’t need a report. The officer then told him he was free to go. When we spoke with Ms. [redacted], she indicated she was in the left lane for about 25 minutes when the car in front of her was swerving and then suddenly hit the brakes and a piece of tire that was the size of a twig flew into the right lane. She immediately hit her brakes and was able to come to a stop without hitting the car in front of her. She stated Ms[redacted] then struck her in the rear. Ms. [redacted] advised she had damage to the front and rear of her car. When we asked how the damage to the front of her vehicle occurred she advised that she didn’t know.We called the officer that responded to the scene and he advised that he does remember a third person there and that he only talked to them about their accident hitting the tire debris. He confirmed this person did not want to claim any damage so he didn’t write a report for him. We asked the officer if they thought that the witness knew anyone at the scene and he advised from what he saw that it didn’t appear he knew anyone. We asked the officer about how he came to his decision given the fact that Ms. [redacted] had front end damage and her rear bumper damages are more to the driver side of the bumper, suggesting she didn’t have control of the lane during impact. He remembered seeing the damages but not really analyzing it. We asked if Ms[redacted] disputed the fact she was at fault at the scene and he said yes, but that wasn’t until after he wrote the report marking her at fault. At that time, Ms[redacted] said that Ms. [redacted] swerved into her lane causing the collision in the first place. The officer advised since his report was already done, he would not change it. In reviewing Ms. [redacted]’s vehicle, (photos enclosed) you can see damage to the front, which does appear to be in line with what Ms[redacted] and the witness said that the tire debris impacted her vehicle in the front. The damage to the rear of her vehicle is also on the driver side of the bumper consistent with her not having control of the lane she was in as both Ms[redacted] and Mr. [redacted] said she made a sudden change into the left lane. Based on our investigation, we determined Ms. Malenki to be the proximate cause of the accident for being unable to maintain proper control of her vehicle and for making an improper lane change. As a result of this she would be barred from recovery under our customer’s policy. I’m sorry for any frustration Ms. Malenki experienced in this matter. If you have any questions please call me at 1-803-576-4115.             Sincerely,Christina R. S[redacted]Christina R. S[redacted]Claims Supervisor

July 10, 2015Revdex.com2800 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 Direct Insurance Company[redacted]...

[redacted],I’m responding to your letter dated June 30, 2015. Thank you for the opportunity to clarify the situation.[redacted] purchased the policy in November 2008. Please see the enclosed Named Driver Exclusion Election which bears the signature of both Mr. and Mrs. [redacted] confirming their agreement to the driver exclusion.From 2008 to date, we have sent over 30 Coverage Summary/Declaration Pages reflecting each policy change and each six month renewal offer for review. All have shown both Mr. and Mrs. [redacted] on the policy as originally purchased. During this time [redacted] has also been receiving the benefit of a lowered rate by virtue of his marital status.[redacted] contacted us on March 11, 2015, to advise that his divorce was final several years back. We reviewed our records and confirmed that we’d never been notified of the change. We immediately removed Mrs. [redacted] upon his request and rated his status to single. This change resulted in a pro-rata credit to the policy of $17.68. As a courtesy, we backdated the change to the beginning of the same/active policy term effective November 18, 2014. This resulted in an additional policy credit of $26.85. The total reduction for the change for the six month policy period was a total of $44.53.Because there was not an error made on our part, we are respectfully denying [redacted]’s request to backdate the removal of Mrs. [redacted] to 2011. I’m sorry for any inconvenience this has caused and if you have any questions, please call me at 1-440-[redacted]Sincerely,Nancy A[redacted]Nancy A[redacted]Consumer Relations Specialist Sr.

[redacted] [redacted]September 1, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115Attn: Lou [redacted]Re: File Number: [redacted] Customer Name: Ashley [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Premier Insurance Company of IllinoisMr. [redacted],I’m writing in reply to your email on August 28, 2017.I'm very sorry for the situation, but it was a valid unpaid debt that we sent to collection. If we sent it to them in error, I'd immediately ask them to remove it from their records. In this situation, that's not what happened, so I can't do that.If Ms. [redacted] makes the revised $192 payment, the collection agency will mark it as paid in their records. If she chooses not to make the payment, it will, unfortunately, remain as an unpaid debt.If you have any questions, please call me at [redacted].Sincerely,Dona [redacted]Dona [redacted]Consumer Relations Specialist

December 22, 2016Revdex.com2800 Euclid Ave., 4th FloorCleveland, Ohio 44115-2408Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive American Insurance CompanyMs. [redacted],I’m writing in reply to your request for additional information datedDecember 16, 2016.We are unable to comply with your request for our entire claims file since it’s considered our internal work product. Below is an outline of the claims handling, specifically as it relates to our communication with the claimant carrier and subrogation: July 20, 2016:     Claim is reportedJuly 21, 2016:     Claim is assigned to our adjusterJuly 21, 2016:     Call placed to the claimant carrier and claim was set upJuly 25, 2016:     Message left for the claimant carrier adjusterJuly 26, 2016:     Message left for the claimant carrier adjusterAugust 2, 2016:   Message left for the claimant carrier adjusterAugust 4, 2016:   Message left for the claimant carrier adjusterAugust 16, 2016: Message left for the claimant carrier adjusterAugust 19, 2016: Message left for the claimant carrier adjusterAugust 22, 2016: Contact was made with the adjuster for the claimant carrier. The claimant carrier placed liability against Mr. [redacted] based on a statement from their driver.August 22, 2016: We finalized liability adverse to the other driver due to conflicting statements and an inconclusive police report. We advised Mr. [redacted] of our decision on this date as well. August 23, 2016: Subrogation is opened and referredNovember 3, 2016: Claim is reviewed by our Subrogation Department and is submitted to close due to conflicting statements from both drivers and the lack of independent evidence and therefore determined not to be favorable for arbitration. If you have any questions, please call me at 1-904-423-4430. Sincerely,Katie S[redacted]Katie S[redacted]Claims Manager

(The following was copy/paste by Revdex.com staff - [redacted])[redacted]September 15, 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 Number: [redacted]     Company Name: Progressive Advanced Insurance Company         Mr. [redacted],   I’m writing in reply to your letter dated September 9, 2017. We care about our customers and the service that we provide. It’s very important to us that every customer gets the best experience possible, and it’s not our common practice to disregard voicemails, phone calls or customer concerns. I’m sorry if [redacted] feels we fell short. I’m happy to explain what happened. On April 7, 2017, this accident occurred, and our customer did not report the loss. The loss description we received is that our customer changed lanes into [redacted]’s vehicle and then fled the scene.On July 25, 2017, Allstate reported this claim for subrogation for damages they paid for [redacted]’s 2014 Honda Odyssey.  We completed a coverage and liability investigation to determine who was operating our customer’s vehicle and if that person had our customer’s permission to use the vehicle, so we could confirm if the driver was liable for the accident.  On September 11, 2017, we spoke with the driver of our vehicle. On September 12, 2017, we accepted 100% liability for the accident and let Allstate know our decision. On September 13, 2017, Allstate let us know that we could forward [redacted]’s deductible to her directly. We issued the payment to [redacted] directly. We’re still reviewing the Allstate subrogation demand for reimbursement.I appreciate [redacted]’s patience while we resolved her concern. If you have any questions, please call me at [redacted].Sincerely,Troy S[redacted] Claims SupervisorAttachment