Progressive Corporation

February 5, 2016Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted]Re: File Number: [redacted] File 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 January 27, 2016. I appreciate the opportunity to clarify the handling of this claim. Ms. [redacted] was operating her 2000 [redacted] SUV on westbound Interstate 10 at night in rural Arizona when she was struck on the left rear by a rental van. There are conflicting facts of loss regarding this accident. The Arizona Highway Patrol completed a report and indicated Ms. [redacted] was travelling at 25-30 mph in a 75 mph zone as her SUV would not shift out of first gear. According to the report,Ms. [redacted] was previously stopped by law enforcement for driving too slowly on the highway in New Mexico. Ms. [redacted] does admit to driving slowly on the interstate but that she had her emergency flashers activated prior to impact. The opposing driver stated Ms. [redacted] was driving slowly and also had just entered the roadway from the right side of the road. The opposing driver stated Ms. [redacted]’s SUV did not have the emergency flashers activated when it suddenly appeared in front of their van. We completed a liability investigation and considered both versions of how this loss occurred, the findings of the police report and photographs of Ms. [redacted]’s SUV. We determined Ms. [redacted] was 40 percent negligent for travelling at an unsafe slow speed and operating an unsafe vehicle on the highway. We found the opposing driver 60 percent negligent for improper lookout and inattention. The rental car agency, Airport Van Rental denied liability.                We inspected Ms. [redacted]’s SUV and determined it was a total loss. We extended an offer to settle the total loss that Ms. [redacted] accepted. Ms. [redacted] subsequently refused to sign the California DMV forms that would have allowed us to transfer ownership of the vehicle as part of the salvage process after the settlement. Various fields in the forms were intentionally left blank so they could be completed by our salvage department at a later date. The intent of leaving the fields blank is to ensure they are filled out exactly as specified as the California DMV will refuse to process incorrect forms. We do agree to complete the forms and allow Ms. [redacted] to sign them, but we will not release her total loss settlement until we are certain the California DMV has accepted the forms. Ms. [redacted] was injured in the accident. Unfortunately, Ms. [redacted] does not carry Medical Payments, Personal Injury Protection, or Uninsured Motorist Bodily Injury coverage on her policy with our company. The other party may be uninsured and we have reviewed Ms. [redacted]’s remedies that include small claims court. I’m sorry for any confusion to this situation. If you have questions, please call me at 1-916-246-3056.  Sincerely,Thomas A. S[redacted] Thomas A. S[redacted] Compliance Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12162893, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regardless of how you view this ticket, you are wrong about its meaning. I will not be contacting Arizona about this. In order to avoid your making further errors, I suggest you contact them yourselves to gain a better understanding of the meaning of the ticket.
Regards,
Andrew [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.
1-in the beginning the SNAPSHOT device was not beeping every other time I was stopping at a traffic light, it only start doing that when I passed their 45 day grace period. That is how I know they are CHEATING2-i always drive with traffic , so for the snapshot to beep so often it is PURELY NOT NORMAL 3-the exact data that is recorded, the customer service said they have it but they cannot release it to me. It is obvious that if I would have the data and the exact time stamp and the exact speed I could prove SNAPSHOT is a system to cheat consumers 4-their claim about slowing more than 7mph in less than a second is obviously flawed since the car computer does not measure the speed more than once a second so mathematically they cannot do that
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.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

August 18, 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], In response to your follow up request for additional information, Mr. Ryan [redacted] did have a prior policy with us. Unfortunately policy number [redacted] cancelled on June 1, 2016, for nonpayment of premium. As stated in my prior correspondence, Mr. [redacted] secured a new policy with Progressive on June 27, 2016, at 11:45 a.m. There was a lapse in coverage from June 1, 2016, until the date and time he secured the new policy.We are not aware of any other available insurance coverage for Mr. [redacted] for the loss involving Mr. and Mrs. [redacted].If you have any questions, please call me at 1-813-371-3854.Sincerely,Douglas H[redacted]Douglas H[redacted]Claims Director

April 18, 2016Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115 Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Marathon Insurance Company Ms. [redacted], I’m writing in response to your follow up letter dated April 8, 2016.We implemented the overall rate change for all renewal policies beginning May 23, 2015 and forward. In reviewing Ms. [redacted]’s policy, I’ve confirmed that she does have the Excess Medical Personal Injury Protection coverage, which coordinates benefits with her existing health insurance policy.As explained in our previous response dated March 24, 2016, because of the overall change in our rates, we’re unable to comply with Ms. [redacted]’s request to offer her the same coverages she carried on her expired policy at the $1,508 rate she previously received. We did acknowledge that our representative made an error in telling Ms. [redacted] that her rate wouldn’t increase because of the January 17, 2016 claim, and we took responsibility for our error by removing the accident from the current renewal policy. However, because it was a valid claim, we will add it to the policy upon the next renewal effective August 28, 2016. If you have any questions, please call me at 1-440-620-6944. Sincerely, Rose S[redacted]Rose S[redacted]Consumer Relations Specialist

February 8, 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 February 1, 2016. I appreciate the opportunity to clarify the rental expense and extension incurred by Ms. [redacted]. On January 17, 2016, a claim was reported to us and we immediately assigned it to our claims representative the next day. On January 20, 2016, we deemed this vehicle a total loss for $3,311.11. We then contacted the lienholder who provided a payoff amount of $2,948.11 on January 21, 2016. As stated on Mrs. [redacted]’s Policy Contract, we will provide a rental 72 hours after deeming a vehicle a total loss. Because this date fell on the weekend our claims representative advised Ms. [redacted] that the last day of the rental would be Jan 25, 2016. On January 22,2016, we received an email that she was disputing the total amount owed to her lienholder and requested that we extend her rental so that she could have time to speak with them and look for another vehicle. We responded to her email (see enclosed) and as a courtesy extended the rental for an additional two days, which put the last day of rental to January 27, 2016. We spoke with her on January 26, 2016, as well to determine if she was ready to sign the total loss paperwork so that we can send the payment to her lienholder. At that time there were no questions regarding the rental coverage. On January 27, 2016, we called again to discuss the total loss and we were only able to leave a message. On January 28, 2016, at approximately 3:28 p.m., we received an escalated call from Mrs. [redacted] advising that she was upset about the rental vehicle not being extended. Our claims supervisor, Javonda [redacted], reached out to her and discussed the claim. Ms. [redacted] advised Ms. [redacted] that she was going to take a test and needed to call back. Later that day, Ms. [redacted] called Ms. [redacted]. Ms. [redacted] advised that she was not aware of the email that was sent to her and that her claims representative, Mel-D[redacted], never discussed rental with her. She advised that the issues with her lienholder were still not resolved. Ms. [redacted] reviewed the notes and, while she did have record of Mel-D[redacted] providing the information regarding the rental on two separate occasions, she extended the rental for one additional day to January 28, 2016. This would have been sufficient time for the rental vehicle to be returned on this same day, as most locations do not close until 6:00 p.m. After reviewing this claim, I feel we’ve gone above and beyond providing rental coverage for this loss. We value our customers and therefore made a concession to extend the rental even though the issues that were presented do not have any bearing on the policy. If a customer and the lienholder cannot agree on the payoff amount, this is not something that we are responsible for under the insuring agreement. Under normal circumstances, the only time that we would extend the rental is if there is an error on our part, which would delay in the payment of the total loss. This was not the case for Mrs. [redacted]’s claim. While we are able to show that we sent out an email to her regarding the rental we still extended the rental vehicle an additional day. While rental coverage is normally 30 days, this is for repairs of the vehicle only, if the vehicle is a total loss it is 72 hours. I have provided a copy of the Insuring Agreement for Rental Reimbursement below.INSURING AGREEMENT—RENTAL REIMBURSEMENT COVERAGE We will reimburse rental charges incurred when you rent an auto from a rental agency or auto repair shop due to a loss to a covered auto for which Rental Reimbursement Coverage has been purchased. This coverage applies only if you have purchased both Comprehensive Coverage and Collision Coverage for that covered auto and the loss is covered under one of those coverages.  This coverage is limited to the each day limit shown on the declarations page for a maximum of 30 days. If Rental Reimbursement Coverage applies, no other coverage under this policy for rental expenses will apply.Rental charges will be reimbursed beginning:1.    when the covered auto cannot be driven due to a loss; or2.    if the covered auto can be driven, when you deliver the covered auto to an auto repair shop or one of our Service Centers for repairs due to the loss;and ending the earliest of:1.    when the covered auto has been returned to you;2.    when the covered auto has been repaired;3.    when the covered auto has been replaced;4.    72 hours after we make an offer to settle the loss if the covered auto is deemed by us to be a total loss; or5.    when you incur 30 days worth of rental charges. I’m sorry for any inconvenience this has been to Ms. [redacted]. No further extensions or refunds will be granted at this time. If you have questions, please call me at 1-682-999-3497.  Sincerely,Kia L[redacted]Kia L[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're too augmentative and throw things back in my face like it's personal.  I have offered settlement of 50%.  It's obvious they play for keeps, shrewdly shutting down the other side and winning at all costs.  Where's the Revdex.com spirit of compromise?
Regards,
Trevor [redacted]

January 19, 2016Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115 Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company...

Name: Progressive Direct Insurance Company Ms. [redacted],I’m writing in response to your letter dated January 14, 2016. I appreciate the opportunity to address Mr. [redacted]’s concerns about his recent claim with us.Our liability investigation involved taking statements from the drivers, review of an operators report written by Mr. [redacted], and review of the photos of both the vehicles. Mr. [redacted] reported that the claimant driver, [redacted], completed an improper lane change and struck his vehicle. Mr. [redacted] stated Mr. [redacted] attempted to flee the scene of the accident, but Mr. [redacted] was able to chase and stop his vehicle shortly after impact. In Mr. [redacted]’s statements to his insurance carrier and us, he denied involvement in this accident. We reviewed photos of Mr. [redacted]’s vehicle and concluded there was no fresh or evident damage. We also completed an estimate of Mr. [redacted]’s vehicle and noted brown paint transfer to the front corner. The damages to Mr. [redacted]’s vehicle did not appear to be caused by Mr. [redacted]’s dark gray vehicle. There was no police report, criminal citations or unbiased witnesses produced as evidence. Mr. [redacted]’s denial of impact, the lack of evidence and damages, which were not evidently reciprocal, lead us to determine that we did not have strong evidence to support his involvement. We concluded that an unknown vehicle that fled the scene of the accident hit Mr. [redacted]. Since liability was determined to be the fault of an unknown operator, we could not waive Mr. [redacted]’s deductible for this loss. Because the estimate we completed was under Mr. [redacted]’s $500 deductible, we closed the collision claim without pay.Since the receipt of this complaint, we have been made aware of new evidence, which could potentially reverse our liability decision. Mr. [redacted] has informed us there is a video from the scene of the accident and he is currently working with a [redacted] police investigator, who is reviewing the hit and run accusation. According to Mr. [redacted], it is now possible that Mr. [redacted] has been criminally cited for this loss. We have reopened our claim investigation, ordered a [redacted] Police Incident Report and are awaiting its receipt. Once received, we will review the additional evidence and revise our decision if warranted.I’m sorry for the inconvenience Mr. [redacted] has experienced and appreciate his patience as we work to resolve his claim. If you have any question or concerns, please call me at 1-781-269-7617.Sincerely,Soribel H[redacted]Soribel H[redacted]Claims Supervisor

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

September 21, 2015Revdex.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 Universal Insurance Company [redacted],I’m writing in reply to your letter dated September 13, 2015.On May 26, 2015, we declared [redacted] a total loss. We evaluate vehicles that are a total loss with a system developed by [redacted], which completes a market survey. Because of the age of [redacted]’s vehicle, we were unable to find comparable vehicles. In this case two car lots were contacted and they came back with an average value of $1,200. Our Claim Representative, [redacted] Dan O[redacted] contacted [redacted] and presented an offer for $1,200. He did not agree with the offer and sent [redacted] several comparable vehicles he found online. He advised [redacted] that he might get an independent appraisal done, which [redacted] advised him would have to be done at his own expense. This is when I became involved in the claim.The comparable vehicles [redacted] sent to us were not exact comparable vehicles based on year, make, and model of the vehicle but were in considerably better condition than his were. I searched extensively on the internet and did not find an exact comparable vehicle. I reviewed the pictures of [redacted]’s vehicle and it became apparent that the vehicle was clean and in good condition for the year, make, and model. See our condition ratings on the evaluation that I've included for your review.  I ran NADA classic cars on the vehicle, which is widely recognized as a fair value for older vehicles. The average retail came back as $3,937. Considering this along with the [redacted] survey and [redacted]’s comparable vehicles, we determined the vehicle worth between $3,500 and $4,000. On May 27, 2015, [redacted] called [redacted] and made an offer for $3,500 to settle his claim. Two days later [redacted] received a call from an independent appraiser trying to look at [redacted]’s vehicle at the storage facility. [redacted] allowed the appraiser to inspect his vehicle. The independent appraisal came back at $4,200. [redacted] then negotiated a fair settlement of the claim for $4,000 and paid $90 for [redacted]’s cleanup costs. We advised [redacted] that the independent appraisal was his choice and the fees wouldn't be reimbursable prior to the appraisal being done.[redacted] raises the contention that we did not pay him for the improvements done to his vehicle, in order to restore it to the amount of $6,526.40. The NADA classic car guide assumes that the vehicle is restored with the value of $3,937 and the appraiser he hired came up with a value of $4,200. We settled the claim for $4,000 which is a fair and accurate settlement for this vehicle. I'm sorry for the inconvenience caused. If you have any questions, please call me at 1-[redacted].Sincerely,Bryan B[redacted]Bryan B[redacted]Claims Supervisor

I do not accept the response made by Progressive Corp. to resolve this complaint (Complaint ID: [redacted]).Notice that Progressive’s response raises no question of fact.Progressive doesn’t deny playing games in the manner described in the complaint, it doesn’t deny that my property damage claim was/is supported by proper written estimates, it doesn’t deny that its own belated estimate was inaccurate and incomplete, and it freely admits that it used that inaccurate and incomplete estimate to low-ball me!Clutching at straws, Progressive now proposes to resolve this complaint by letting it re-verify the extent of the damage already established by my proper written estimates.  This is an old trick long prohibited by New York law, a fact which Progressive conveniently forgets to mention.  See, 11 NYCRR §216.10(e)(1) incorporating 11 NYCRR §§216.7(b)(1), 216.7(b)(8) (collectively, prohibiting insurers from raising “disputes as to the existence of damage or the chosen manner or repair” where the insurer fails to properly inspect the damages “prior to repair” and “within six business days” of its receipt of the notice of claim).Here, despite my car being available for inspection during normal business hours for the entire six-business-day period, Progressive admits that it failed to perform a timely inspection, and that the untimely inspection it clings to was neither accurate nor complete.Progressive says it’s sorry for the frustration it caused me.  It should be, but that doesn’t excuse the fact that it caused me that frustration by willfully disobeying New York’s laws conveniently all to its favor and all to my detriment.  I refuse to accept that apology.
Regards,
[redacted]

January 28, 2016Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115 Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Commercial AutoNAIC Number: [redacted] Company Name: Drive New Jersey Insurance CompanyTo whom it may concern,I’m...

writing in reply to your letter dated January 22, 2016. We appreciate the opportunity to clarify the situation.On January 22, 2016, I reached out to Mr. [redacted] to discuss the claim but was unsuccessful. Mr. [redacted]’s voicemail was full so I was unable to leave a message. Mr. [redacted] may contact me at 1-856-780-4624 at his convenience to discuss claim.Sincerely,Jeffrey T[redacted]Jeffrey T[redacted]Claims Manager

(The following was copy/paste by Revdex.com staff - LST)[redacted]June 5, 2017Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: Lou T[redacted]Re: File Number: [redacted] Customer Name: Salvador [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number:...

[redacted] Company Name: Progressive County Mutual Insurance CompanyMr. T[redacted],Thank you for your letter dated May 10, 2017. I’m sorry for the frustration that we’ve caused Mr. [redacted].On May 29, 2017, Mr. [redacted] requested to cancel his policy effective June 27, 2017. The representative that he spoke with advised him that his policy would cancel using a 90% prorate method, which is incorrect. I’m very sorry that we incorrectly advised Mr. [redacted]. I’d like to confirm that when Mr. [redacted]’s policy cancels, the policy will be canceled using the prorate method. There are no fees for canceling his policy, and he will not be charged for coverage beyond the cancel date.The representative also mentioned that $162 would be due after the policy cancels, which is correct. This amount reflects the coverage that we’ll provide until his policy is canceled.When Mr. [redacted]’s policy cancels on June 27, 2017, he’ll receive confirmation of the cancel and a breakdown of his billing. If you have any questions, please feel free to call me at [redacted].Sincerely,Gwendolyn [redacted]Consumer Relations Department

(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

response attached

K[redacted]

January 22, 2016Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Aisha [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal AutoNAIC Number:       [redacted] Company Name: ...

Progressive Direct Insurance CompanyMs. [redacted],I’m writing in reply to your letter dated January 14, 2016. I appreciate the opportunity to clarify the situation. In review of our records, we’ve identified that the calls Mr. [redacted] has been receiving are related to his prior policy ([redacted]). This policy canceled for nonpayment on December 20, 2015, with a remaining balance of $948.03. We placed these calls to Mr. [redacted] to alert him to the outstanding balance. When placing outbound alert calls, we’ll attempt to reach a live person three times. On the third attempt, we leave a message. The message advises the customer to use the provided PIN to retrieve the message about the policy. We do not show that Mr. [redacted] called to retrieve this message. Because he called our Relationship Center in reference to his active policy, our consultants were unable to determine the reason for the calls. When Mr. [redacted] initially called us with his concerns, we did honor his request to opt out of notification/reminder calls on his active policy. After determining the source of the subsequent calls he received, we’ve taken the necessary steps to prevent these calls going forward as well. At this time, Mr. [redacted] still owes a balance of $948.03 for the coverage we provided under his prior policy until December 20, 2015. I’ve enclosed the Final Bill for reference.  I’m sorry for any frustration this has caused Mr. [redacted]. If you have questions, please call me at 1-440-910-6392. Sincerely, Anna O[redacted]Anna O[redacted]Consumer Relations Specialist

November 8, 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 Casualty...

Insurance CompanyMs. [redacted],I’m writing in reply to your letter dated November 3, 2016.Mr. [redacted] began this policy with us on August 16, 2013, and his policies have always been six-month policy periods. Please note that we don’t offer annual policies and our decision to offer six month policies has been approved by the [redacted] Department of Financial Services. Our rates are on file with them. Mr. [redacted]’s due date is usually the 16th of each month. He does have the option to move any monthly payment, except his Renewal payment, out ten days. However, he needs to request this before the actual due date. Mr. [redacted] called us on October 26, 2016, to move his October 16, 2016 payment. Because this was after the original due date and a Cancel Notice had already issued, we were unable to honor this request. The Cancel Notice issued on October 19, 2015, and a payment of $111.17 was due by November 5, 2016, to avoid cancellation. I’ve reviewed Mr. [redacted]’s last three renewals and the prices were as follows:August 16, 2015 to February 16, 2016 $524 for six monthsFebruary 16, 2016 to August 16, 2016 $600 for six monthsAugust 16, 2016 to February 16, 2017 $642 for six monthsThe differences in price at each renewal were due to changes in our rates. We don’t like to increase our rates, but sometimes we have to do it to keep up with the market and the rising costs of doing business. We don’t always raise our rates at every renewal and the rates don’t always go up. When the rates go down, we do our best to pass those savings on to our customers. Mr. [redacted]’s price is based on many factors, including personal information like driving history, age, and where he keeps his vehicles. Our rates are based on historical data that we’ve collected. This combination of personal and historical data helps us to accurately determine the price of each of our customer’s policies. Per Mr. [redacted]’s request, we canceled his policy effective October 27, 2016. There is a balance of $51.71 due after cancel. Below is a breakdown of the amount due: $249.07 Price for coverage from August 16, 2016 to October 27, 2016 $  15.00 Installment fees $  10.00 Late fees $    5.00 [redacted] Motor Vehicle Law Enforcement Fraud Fee _______ $279.07 Total amount due$227.36 Total amount paid_______$  51.71 Total amount due after cancelThe balance of $51.71 is valid and we’re unable to waive this amount. In addition, we’re unable to honor Mr. [redacted]’s request to refund him 50 percent of all his policy periods with us because we did provide coverage during the past policy periods. At each Renewal, we sent him a Coverage Summary detailing the price of his policy and he agreed to pay these prices at that time by continuing his policy with us. I understand that it can be upsetting when you’ve been a customer with us for a long time and you find a cheaper rate with another insurance company. We realize that we may not always have the lowest price for every driver, but we hope that our combination of outstanding service and coverage are well worth the cost of our policy.We’re sorry to lose Mr. [redacted] as a customer and hope that he’ll consider us again in the future for his insurance needs. If you have questions, please call me at 1-440-620-6945.  Sincerely,Stephanie C[redacted]Stephanie C[redacted]Consumer Relations Specialist

response attachedBusiness response copied and pasted below by Revdex.com staff MT 3/21/17:March 21, 2017Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted]
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[redacted]I’m writing in reply to your letter dated March 15, 2017.I reviewed Mr. [redacted]'s policy's call history and policy notes and couldn't find anycalls involving a representative of ours named Kurt. I called both numbers thatMr. [redacted] listed in his follow up complaint, but they both belong to [redacted]. If hecan provide the phone number for the Kurt at Progressive that he spoke with, I'lltry to locate that call so I can review it and address what they discussed.[redacted] accepts and process payments on our behalf. They provide us with thepostmark date that was on the envelope that the payment was in. We investigatedthe claim and policy thoroughly and we advised Mr. [redacted] of our findings. Wehaven't changed our story and I'm sorry that Mr. [redacted] thinks we've beendishonest.Sincerely,Dona [redacted]Consumer Relations Specialist[redacted]