Progressive Corporation

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

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]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

(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

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

Please find our response attached.

Please see our response and supporting documentation.
Thank you!

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.

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

(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

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]

Please see our response attached

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

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

(The following was copy/paste by Revdex.com staff - LST)[redacted]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.

K[redacted]

February 2, 2016Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Specialty Insurance...

CompanyMs. [redacted],I’m writing in reply to your letter dated January 26, 2016.On October 23, 2015, we updated Ms. [redacted]’s policy to reflect her proof of prior insurance effective the inception of her policy. Because we needed to backdate this change until October 16, 2013, it took a few days to process. Below is a breakdown of Ms. [redacted]’s credits to her policy per six-month policy period: $145.00 October 16, 2013 to April 16, 2014  $123.00 April 16, 2014 to October 16, 2014  $  76.00 October 16, 2014 to April 16 2015  $  76.00 April 16, 2015 to October 16, 2015 $  93.00 October 16, 2015 to April 16, 2016 _______ $513.00 Total Her policy was up for renewal on October 16, 2015, and her original paid in full price was $861. She made a payment for $701 on October 9, 2015. We credited the $93 October 16, 2015 to April 16, 2016 credit and $67 of the $76 April 16, 2015 to October 16, 2015 credit to her renewal policy ($861-$93=$768-$67=$701), so the payment of $701 paid the policy in full until April 16, 2016. We sent a refund of $9 ($76-$67=$9) to her bank account on file on October 27, 2015. We also sent the credit of $76 from October 16, 2014 to April 16, 2015 to her bank account that same day. The $123 credit from April 16, 2014 to October 16, 2014 and the $145 credit from October 16, 2013 to April 16, 2014, were sent to her via check. This refund totaled $268 and we sent it to her in two checks, one for $82 and another for $186 ($82+$186=$268). The check for $82 was cashed. On January 25, 2016, we stopped payment on the $186 check and issued her another check for the same amount. This check has not been cashed as of today.  Below is a breakdown of the refunds:$145.00 $123.00 _______ $268.00 Sent to Ms. How as $82 check and a $186 check$  76.00 Sent to Ms. [redacted]’s checking account $  76.00 $67 applied to Ms. [redacted]’s renewal, $9 sent to her checking account $  93.00 Applied to Ms. [redacted]’s renewal _______ $513.00 Total Ms. [redacted] has two speeding violations listed on her policy. One is for speeding 1 to 15 mph over the posted speed limit and the other is for speeding 16 mph over the posted speed limit. Both of these show that they occurred on the date of March 9, 2015. Because of this, we’re only charging for one of the speeding violations. We assign insurance points to accidents, claims, and violations that are listed on our customer’s policy. Currently, Ms. [redacted] is being charged two insurance points for the speeding 16 mph over the posted speed limit violation and zero insurance points for the 1 to 15 mph over the posted speed limit violation (because they happened on the same day). In New York, violations stay on a customer’s policy for 39 months.There isn’t an easy explanation of how we produce the rate for each customer. The pricing process starts where we categorize each of the variables that we believe are critical to pricing accurately. These variables range from vehicle information, driving record, driver information, and many others. Based on historical data, we review the risk associated with each combination of these variables. These variables allow us to price each of our customers as accurately as possible based on their risk.I’m sorry for any frustration or inconvenience Ms. [redacted] has experienced. If you have questions, please call me at 1-440-620-6945.  Sincerely,Stephanie C[redacted]Stephanie C[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.Thats great. But no real signatures. Also, at the time shown, I was deployed to afghanistan. In support of operation enduring freedom. So I know I didnt change my policy while deployed.
Regards,
Shane Fkrell

(The following was copy/paste by Revdex.com staff - LST)[redacted]September 22, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Lou [redacted]Re: File Number: [redacted] Customer Name: Lasingya [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Motorcycle NAIC...

Number: [redacted] Company Name: Progressive Direct Insurance CompanyMr. [redacted]I’m responding to your letter dated September 16, 2017. I’m sorry if Ms. [redacted] felt belittled by our questions regarding the theft of her motorcycle, as this was not our intent. Thank you for the opportunity to provide more information about what happened.A claim was reported to us on September 15, 2017. We assigned the claim to an Ohio adjustor for an investigation. During our conversation with Ms. [redacted] on September 15, 2017, she let us know that the loss occurred on or around September 6, 2017, in the state of Nebraska. To gather additional details about the loss, we asked follow-up questions that would have included information on reports to the police or other authorities, witnesses, loss location, motorcycle information, key location, and prior insurance. These are standard questions that we use to investigate claims to gather the facts and are in no way meant to offend our customers.Once we gathered the information, we recognized that both the motorcycle and Ms. [redacted] were in Nebraska. For efficient service, we transferred the file to our Nebraska theft team for further handling. At this time, the investigation is ongoing and pending resolution.  If you have any questions, please call me at [redacted] or reach me via email Todd_[redacted]@Progressive.comSincerely,Todd [redacted]Todd [redacted]Claims Manager