Progressive Corporation

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

(The following was copy/paste by Revdex.com staff - LST)[redacted]September 26, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, Ohio 44115Attn: Lou [redacted] RE: File Number: [redacted] File Name: [redacted] Policy Number: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC...

Number: [redacted] Company Name: Progressive American Insurance CompanyMr. T[redacted],I’m writing in reply to your September 17, 2017 inquiry. Thank you for forwarding Mr. [redacted]’s concerns regarding reimbursement of his deductible. I appreciate the chance to review the claim. I’ve reviewed the claim file and agree that we should reimburse Mr. [redacted]’s deductible. I’ve reached out to Mr. [redacted], provided him an update, and mailed the payment to him. During our conversation, I provided Mr. [redacted] with an explanation of the events that led to the frustration he experienced and provided my direct contact information should he have any future concerns.I’m glad we could resolve this for Mr. [redacted], and apologize for the additional frustration Mr. [redacted] experienced during the claim process.  Please contact me at [redacted] if I can be of further assistance.Sincerely,Jeffrey S[redacted]Claims Manager

September 2, 2016Revdex.com 2800 Euclid Avenue, 4th floorCleveland, OH  44115Attn: [redacted]Re: Customer Name: [redacted] Policy Number: [redacted] NAIC Number: [redacted] Company Name: Progressive Direct Insurance Company Ms. [redacted],I'm writing in reply to your...

email dated August 30, 2016.Mr. [redacted]s policy was effective July 23, 2015 to January 23, 2016, for this policy period. I've reviewed his policy and our records do not reflect receiving a phone call or written request from him to cancel the policy. Also, we haven't received proof of his new policy.I'd be happy to help him with this issue. In order to cancel his policy back to December 2015, he can send a copy of his declarations page or identification cards, showing him as the named insured or a covered driver on the new policy, coverage for the same vehicle and the effective date of the policy. He can send the documents to my attention at Progressive Insurance, 6300 Wilson Mills Rd., N71B, Mayfield Village, OH 44143. He should reference the policy number above on any documents that he sends. Once received, I will review the documents to see if I can backdate the cancel and possibly reduce or eliminate the outstanding balance.I'm sorry for any inconvenience to Mr. [redacted]. Please call me with any questions at 1-440-395-3385.Sincerely,Sharon D. S[redacted]Sharon D. S[redacted]Consumer Relations Specialist

[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

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]

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

March 15, 2016Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted]Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto  NAIC Number: [redacted] Company Name: Progressive County Mutual Insurance CompanyMs. [redacted],I’m writing in reply to your follow up letter dated March 28, 2016. I appreciate the opportunity to provide you with an update. I’ve reviewed the above mentioned claim and letters submitted and have spoken to Mr. [redacted] about his concerns prior to the receipt of this correspondence. The accident that his daughter was involved in was a result of a lane change. Mr. [redacted] notes that a police report was filed and that our driver was cited for the accident. We acknowledge that the police responded and completed a report; however, the report written by the police is not the determining factor as to who may or may not be at fault. We completed our own investigation, which included taking statements from the involved parties, inspecting the vehicles, and considering shared responsibility, or contributory negligence. Our investigation revealed that our driver was the proximate cause of the accident for making an unsafe lane change, and the driver of Mr. [redacted]’s vehicle to shares in the responsibility for the accident for failing to maintain a proper lookout. We assessed shared liability among both drivers, with the majority of liability placed on our driver. Prior to receiving this correspondence, Mr. [redacted] indicated that he would pursue his damages through his carrier. We had urged him to pursue his carrier on several occasions prior to that, due to his dispute in the liability decision made. At this time we are awaiting a demand letter from Mr. [redacted]’s carrier so that we may work to resolve the damages and liability. Upon an agreement between the two carriers, payment will be issued to Mr. [redacted]’s carrier for the damages they paid.If you have any questions call me at 1-281-982-9642.  Sincerely,Thomas S[redacted]Thomas S[redacted]Claims Manager

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.

(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

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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]

Progressive Claim Number: [redacted]There were 3 police officers on site. One officer had to come over by me because the driver was yelling and screaming about everything.

February 2, 2016Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted] File Name: [redacted] Policy Number: [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 January 28, 2016. We appreciate the opportunity to clarify the situation.We sincerely apologize for not returning Ms. [redacted]’ calls in a timely manner. Since receipt of Ms. [redacted]’ letter, we have had the opportunity to speak directly with her and explained in detail why we declared her car a total loss. While the cosmetic damage to her car is minimal, there is significant suspension damage. The cost to repair her car is $4,201.48. The value of her car is $3,256.82. Since the cost to repair the car exceeds the car’s value, we determined it to be a total loss. Ms. [redacted] now understands our position and has accepted our total loss offer.The necessary paperwork, requiring her signature will be sent via [redacted].If you have any questions, please call me at 1-954-233-9026.Sincerely,Scott D[redacted]Scott D[redacted]Claims Manager

July 25, 2016Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 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 County Mutual Insurance CompanyMs. [redacted],I’m writing in reply to your letter dated July 14, 2016. I appreciate the opportunity to clarify the situation. I’m sorry for any lack of communication with Ms. [redacted]. On July 12, 2016, I spoke to Ms. [redacted] and apologized for the lack of communication throughout her repair process. I did mention that we had left two voicemails with repair specific updates during the course of the repair. I agreed that we could improve our repair update communication with respect to her specific claim and schedule. A customer’s deductible is determined based on the availability on the policy and their premium is based on the deductible of choice. A deductible is owed when the repairs have been completed. In this case all repairs and damages related to this loss were completed and therefore Ms. [redacted]’s deductible is applicable. If you should have questions, please feel free to call me at 1-817-525-2828.  Sincerely,Kevin D[redacted] Kevin D[redacted] Claims Manager

Attached is the response

(The following was copy/paste by Revdex.com staff - LST)[redacted]February 24, 2018Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408[redacted] 
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[redacted]   Company Name: Progressive Southeastern Insurance Company Mr. T[redacted]We received your February 16, 2018 letter. We’re sorry for the frustration Mr. J[redacted] has experienced during the claim process, and we’d like to explain what’s taken place with his claim so far. We received report of a claim on February 2, 2018, for an accident that happened on January 16, 2018, involving Mr. J[redacted]’s 2003 Ford Taurus. After several attempts to make contact with Mr. J[redacted], we spoke with him on February 6, 2018. At that time, we explained that if the other party’s insurance carrier, EMC Commercial Insurance, didn’t accept responsibility for the loss, we could pay for his vehicle repairs through the Collision coverage available under his policy. We would then request reimbursement from EMC through the subrogation process.We left a voicemail for the EMC adjuster on February 6, 2018, and spoke with him on February 8, 2018. He told us that they would either accept only 50% liability or completely deny liability. We spoke to Mr. J[redacted] later that day to inform him of EMC’s position and scheduled a photo estimate for his vehicle. Because [redacted] is the named insured on the policy, the system uses her information as the log in for the claim. We’re sorry that this caused confusion and a delay for Mr. J[redacted] in accessing his claim information online.  After completing the estimate, Mr. J[redacted] did indicate to us that he wanted payment instead of setting repairs up, but before issuing any payments, we always like to confirm the customer’s request. I understand that Mr. J[redacted] obtained estimates from other body shops. Although, as he mentioned, we don’t work from estimates compiled by outside sources, after receiving your letter, we did re-review the photos of the damage to Mr. J[redacted]’s vehicle, to compare them with the estimate we originally completed, and we did find the need for corrections to both the original and supplemental estimates. Making the corrections to the estimates brought the new total of the final estimate to $1,333.45. After applying the policy deductible of $500, this left an amount of $833.45 owed to Mr. J[redacted]. We initially issued a payment of $467.67 to him on February 15, 2018, but have since issued an additional payment of $365.87 to him on February 22, 2018, for the difference of the revised estimate. We’ve also provided an updated copy of this estimate to the J[redacted]s via email. We tried to reach out to Mr. J[redacted] to provide him with the update on his claim but had to leave a message. We appreciate him taking the time to bring his concerns to our attention. Please don’t hesitate to call us with any questions. Sincerely, Ryan L[redacted] Melissa M[redacted]Ryan L[redacted]                        Melissa M[redacted]Claims Manager Response Coordinator[redacted]

April 25, 2016Revdex.com2800 Euclid Ave., 4th Flr.Cleveland, 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 CompanyMs....

[redacted],I'm writing in reply to your email dated April 17, 2016.On April 15, 2016, Ms. [redacted] quoted and purchased her policy online. She did not speak with one of our representatives during this process. During the quote, the customer is asked about their accidents and/or violations. Ms. [redacted] only disclosed a not at fault accident on November 1, 2013. We later found an at fault accident on her motor vehicle report (MVR) on April 11, 2014. If this accident had been disclosed during the quote, it would have been reflected in her rate. Unfortunately, we're unable to change her rate or remove this accident without verification that it has been removed from her MVR.Ms. [redacted] can send us a MVR showing that the accident has been removed or a letter from her insurance carrier at the time of the accident, on their letterhead, with information about the accident and the fault determination. She can send it to my attention at Progressive Insurance, 6300 Wilson Mills Rd., N71B, Mayfield Village, OH 44143. She should reference the policy number above on all correspondence that she sends.  I'm sorry for any inconvenience to Ms. [redacted]. Please all me with any questions at 1-440-395-3385.Sincerely,Sharon D. S[redacted]Sharon D. S[redacted]Consumer Relations Specialist

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 contacted Progressive Insurance as soon as the 4th of July weekend was over. Today's date is 8/14/15 and I still do not have my car back.  I have practically spent my summer without my car and I do not have a rental coverage so I have to pay rentals from my pocket, while Progressive takes their sweet time with my case. 1. No insurance claim should take two months! 2.  The claim representative (who didn't get back to me for weeks) does not contact me to update me on my claim, despite my numerous attempts. I tried to complain to the company but Progressive does not assign me another representative, nor do they have a platform to raise my concern.3. I would like to remind all the parties that I agreed to a voice recording of my claim and provided an e-mail chain (from [redacted], accepting responsibility for the events) to prove that this was their wrongdoing. Up until this letter (which should be a response to why there has been that much of a delay and why the claim is not handled properly -- and instead a customer who has paid them for 10+ years has to chase this claim -- rather than detailing my claim), I was not aware that Progressive had questions about the validity of this claim. I would like to remind you that I have been a loyal member of Progressive, paying in full and with very few incidents over the past decade. In fact, they thank me every time I call to pay my bill, because I am an Emerald member (re: 10+ years of continuous coverage). However, this behavior and extreme delay (with minimal communication) is completely unacceptable. And now I am being treated as if my claim is false (despite all the proof I provided, documenting [redacted]'s wrongdoing and admission of guilt) the ONE TIME I need insurance to do their job. How unfortunate and illegal. I will not hesitate to escalate this situation to proper authorities, if a proper handling of this claim can't be achieved. It is very sad that they are accusing me of making up stories, rather than apologizing for their unprofessionalism, the extended delay, lack of communication, and mistreatment. This is a shame.Again, to this day I do not have my car back. 
Regards,
[redacted]

(The following was copy/paste by Revdex.com staff - LST)[redacted]I know the charge was not a "fee" per se, but it is grossly unjust. Also, my son did not receive the policy information until after I was charged the premium in full. If it had been disclosed to me before purchase that they would charge me 10% of the total payed, I would not have "signed up", and certainly not for the entire 6 mo. premium. I believe Progressive owes me a refund, and an apology.