Progressive Corporation

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

(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

Response and attachmentBusiness response copied and pasted below by Revdex.com staff MT 4.7.17:April 6, 2017Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: Melissa T[redacted]Re: File Number: [redacted] File Name: Angela G[redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: 155-29203 Company Name: Progressive County Mutual Insurance CompanyMs. T[redacted]I’m responding to your letter dated March 30, 2017. Thank you for the opportunity to address this situation.I understand Ms. G[redacted]’s frustration, so after submitting my original response, I reached out to her to discuss the response. She indicated that her attorney had advised her to not speak with me. I’m available to speak with Ms. G[redacted]’s attorney or her directly.I’ve reviewed the supporting documents supplied by Ms. G[redacted]. I’m not sure which document she’s referring to where she feels the DMV is giving her legal authorization to act on behalf of Mr. Ponciano G[redacted]. The vehicle registration renewal form was sent to Mr. G[redacted] prior to the settlement of the total loss. The lien holder had already repossessed the vehicle when a settlement was reached.On March 9, 2015, Mr. G[redacted]’s lienholder, Security Service Federal Credit Union, repossessed the 2014 Toyota Tundra. I have attached a copy of the notarized Affidavit of Repossessed Motor Vehicle form the lien holder filed with the Texas Department of Transportation.At the time of repossession, Mr. G[redacted] owed Security Service Federal Credit Union $41,194.58. On March 24, 2015, we issued a payment to Security Service Federal Credit for $30,641.68. This payment represents the Actual Cash Value(ACV) of Mr. G[redacted]’s vehicle, less his $499 deductible. The payout would’ve been the same regardless of whether the vehicle had been repossessed, or if all the proper paperwork had been submitted by Ms. G[redacted] prior to the repossession. The full payment would’ve gone directly to Security Service Federal Credit Union in either situation, because the ACV was less than the amount of the loan.We didn’t perform any illegally act on behalf of Mr. G[redacted], and we deny any allegations of wrongdoing.I hope this helps Ms. G[redacted] to understand how the claim was settled. If you have any questions, please feel free to call me at 1-210-[redacted]
Sincerely,Mark [redacted]Mark [redacted]Claims Manager

March 2, 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: Motorcycle NAIC Number: [redacted] Company Name: Progressive Michigan Insurance Company Ms. [redacted], I’m writing in response to your follow up letter dated February 25, 2016.We acknowledge Mrs. [redacted]’ response that she was not driving the [redacted] nor does she drive it, as it is her husband’s [redacted]. We also acknowledge that Mrs. [redacted] is stating that the [redacted] looks like it may have been hit and vandalized. Our inspection identified several areas of damage that were not the result of two incidents. Based on the areas of damage and types of damage, there would be four different claims:1. Front fender wheel and tire2. Rear fender, light covers and exhaust cover 3. Gas tank and heat shield4. Front lamps If Mrs. [redacted] would like to have all damages addressed, she will have to report four claims.If you have additional questions, please call me at 1-269-459-3457.Sincerely,Kristine Y[redacted]Kristine Y[redacted]Claims Manager

(The following was copy/paste by Revdex.com staff - LST)[redacted]January 23, 2018 Revdex.com[redacted] [redacted]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 Company Mr. T[redacted] Thank you for sharing Ms. S[redacted]’s concerns with the rating of her policy. I've reviewed her policy, and I hope this information is helpful.We list all occurrence dates for accidents, comprehensive claims and violations within the past 59 months. However, points are only charged during the 35-month chargeability period.  Currently, we have 4 listed occurrences for Mrs. S[redacted]:   August 6, 2016 Waived Claim 0 pointsJanuary 20, 2015 At Fault Accident 4 pointsSeptember 29, 2014 Comprehensive Claim 0 pointsJuly 23, 2014 Careless or improper driving 0 pointsThe July 23, 2014 violation has no effect on the Ms. S[redacted]’s policy rate. I understand Ms. S[redacted]’s frustration in this matter and I’m sorry. I’ll review the policy to confirm her interactions with us and will provide any necessary feedback directly with the appropriate consultant’s manager. We appreciate that Ms. S[redacted] brought this to our attention.If you have any questions, please call me at [redacted] Sincerely,Lisa F[redacted]Lisa F[redacted]Consumer Relations Specialist

Yes, if possible,  I would like to be assisted by your office in resolving this complaint. I would also like this complaint to be revealed to reviewing potential consumers. Thank you,
[redacted]

Consumer Relations Department 6300 Wilson Mills Road, N71C Mayfield Village, OH 44143 Fax: 1-888-569-8942 [email protected] December 5, 2016 Revdex.com, Inc. 2800 Euclid Avenue 4th Floor Cleveland, OH 44115-2408 Attn: [redacted]...

[redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Premier Insurance Company of Illinois Ms. [redacted], I’m writing in reply to your email on November 30, 2016. Frustratingly, Mr. [redacted]s version of events is fairly accurate. While we strive to make the experience for our customers efficient and hassle free, some miscommunication up front sent Mr. [redacted]s claim down the wrong path. We reached out to Mr. [redacted] and spoke with him on multiple occasions between November 29, 2016, and December 1, 2016. We agreed with him that our service fell short of not only his expectations, but ours as well. We apologized for any inconvenience or frustrations we caused. We considered his request to waive his deductible and felt it warranted due to the circumstances. We communicated this to Mr. [redacted] on December 1, 2016. If you have any questions, please call me at 1-440-910-0848. Sincerely, Sam D[redacted] Sam D[redacted] Centralized Claims Manager

November 23, 2016Revdex.com2800 Euclid Avenue, 4th FloorCleveland, Ohio  44115Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: 155-24252 Company Name: Progressive American Insurance...

Company [redacted],I’m writing in reply to your November 18, 2016 inquiry. I appreciate the opportunity to address [redacted]’s concerns and clarify the situation.I’ve completed a review of the above mentioned claim. Our liability decisions are based on the statements from all parties involved and any witnesses, as well as a review of the police report and photos of any damages.After reviewing this claim, we have now adjusted our initial liability decision.  We have reached out to [redacted] and are in the process of resolving her claim at this time.If you have any questions, please call me at 1-954-233-9078. Sincerely,Scott S[redacted]Scott S[redacted]Claims Manager

How is it possible for them to send me insurance cards if I didn't pay? If it was a mistake on there end they have to be held responsible. No one sent an email, letter or even called to let me know that it was a mistake. I have the proof of the insurance cards, around that time for active insurance. That led me to believe that everything was fine. I also have a call log for them but according to the person from the email, I never called

May 4, 2016Revdex.com 2800 Euclid Avenue, 4th floorCleveland, OH  44115Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Boat NAIC Number: [redacted] Company Name: Progressive Southeastern Insurance CompanyMs....

[redacted], I’m writing in reply to your letter dated April 28, 2016. When we determine what a customer should pay for insurance, we look at a lot of information about the customer and their driving record.  We also look at the customer’s credit history. Understanding how the customer uses credit helps us to determine a much more accurate rate. We do not look at the customer’s credit score. Unlike lenders, who determine credit worthiness based on how much money a person has borrowed and their ability to pay, we look more broadly at how they use credit—such as the number of open loans and accounts in good standing.  For example, we’ve found that customers with open accounts in good standing are less likely to be involved in an accident. This, in turn, allows us to offer a lower rate. A number of groups, including EPIC Actuaries, LLC; the University of Texas at Austin; Fair, Isaac & Company and the Texas Department of Insurance, have researched and confirmed the use of credit information in connection with underwriting insurance. And, the federal Fair Credit Reporting Act approves our use of credit. Here are specific reasons, related to credit use, why we did not offer our lowest premium to [redacted]. We also stated these reasons on the notice of underwriting action.1) You have fewer than 2 open, satisfactory loans and accounts.2) You had no auto loans or leases reported opened within the last 10 years.3) You have no open loans or accounts.The following credit history result comparisons have been provided to show what would have been a better result:Mr. [redacted]’s result: You have fewer than 2 open, satisfactory loans and accounts.Better result: You have at least 2 open, satisfactory loans and accounts.Your result: You had no auto loans or leases reported opened within the last 10 years.Better result: Your most recent reported auto loan or lease was opened more than 1 year ago.Your result: You have no open loans or accounts.Better result: You are using 90% or less of your available credit.If you have additional questions or require more information, please call me at 1-440-620-7869.Sincerely, Susan W[redacted]Susan W[redacted]Credit Information Supervisor

April 7, 2016Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Re: File Number: [redacted] Customer Name: [redacted] and [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto  NAIC Number: [redacted] Company...

Name: Progressive County Mutual Insurance CompanyTo Whom It May Concern,I’m writing in reply to your letter dated March 30, 2016. I appreciate the opportunity to clarify the situation. On March 19, 2016, we received report of the claim from Ms. [redacted]. She stated that a tree had fallen on her vehicle. On March 23, 2016, our Managed Repair Representative, John E[redacted] completed the initial estimate on their vehicle. He found that some of the damage related to the loss was out of the ordinary and requested additional information. Please know that at no time did he insinuate Mr. [redacted] to be liar.On March 29, 2016, Mr. E[redacted]’s Supervisor, Matthew S[redacted], spoke to Mr. [redacted]. Mr. S[redacted] reviewed the facts of loss with Ms. [redacted] and explained our need for additional information. Mr. [redacted] advised that he had a picture of the damage and of the tree on the vehicle. We received the pictures from Mr. [redacted] and we now have resolved this issue for Mr. [redacted] to his satisfaction.  I’m sorry for any confusion to this matter caused. If you have questions, please call me at 1-440-395-6877.  Sincerely,Jose L[redacted] Jose L[redacted] Claims Manager

(The following was copy/paste by Revdex.com staff - [redacted]August 3, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance CompanyMr. [redacted],Thank you for the opportunity to address Mr. [redacted]’s additional concerns.We’ve completed a supplement estimate at the shop on July 27, 2107 and have authorized those repairs to be completed. In addition, we’ve issued a payment for the mirror reimbursement and our records show that Mr. [redacted] has received this payment and it has cleared our account.I have included a letter that was sent to Mr. [redacted] for his records which states that we completed a thorough investigation into liability for the accident that occurred on May 27, 2016 and did not find Mr. [redacted] at fault for the accident.I would like to also note that the policy documents and current MVR noted in our prior response were sent to the last known policy address (see attached return mail copy) but I’ve forwarded them to the address listed on the Revdex.com file.If you have any claims questions, please call Brian [redacted], and if you have any policy questions, please call Nancy [redacted]Sincerely,Brian [redacted]Claims Manager Consumer Relations Specialist

Ms. [redacted],
Attached is our response and supporting document.
Thank you,
Rose [redacted]
Consumer Relations Specialist [redacted]Business response copied and pasted below by Revdex.com staff MT 3/6/17:March 3, 2017Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH...

 44115 Attn: Melissa [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Casualty Insurance Company      Ms. T[redacted]I’m writing in response to your letter dated February 27, 2017. Thank you for making us aware of Mr. L[redacted]s concerns. I’m sorry for the difficulty he’s experienced trying to get his daughter removed from the policy.On August 8, 2016, United Insurance Brokerage wrote a policy with us for Mr. L[redacted], listing him as the only driver in the household. During the underwriting review process, we received information showing [redacted] also lived in the household. To ensure that we’re rating the policy appropriately based on the exposures in the household, we added[redacted]  [redacted] to the policy effective August 8, 2016, which increased the rate by $1,567. We sent Mr. L[redacted] a revised Coverage Summary confirming this change.On October 17, 2016, the agent went online and removed [redacted] from the policy, which resulted in a $923.80 credit. We sent Mr. L[redacted] a revised Coverage Summary confirming this change.     On October 27, 2016, we sent Mr. L[redacted] a letter letting him know that because we received information showing [redacted] lived in his household, we needed a document showing the complete address to confirm proof of residency. We provided a list of documents that we could accept and asked that he send the information to us by November 16, 2016. When we didn’t hear back from Mr. L[redacted], we added [redacted] back on the policy effective October 18, 2016, resulting in a $908.09 increase in the rate. We sent Mr. L[redacted] a revised Coverage Summary and a letter explaining why his rate increased. On January 24, 2017, we received a document confirming Mary L[redacted]s college address as proof of residency. We removed [redacted] from the renewal policy effective February 8, 2017, which resulted in a credit of $538. We sent Mr. L[redacted] a revised Coverage Summary confirming this change.I’m glad we were able to get this resolved for Mr. L[redacted]. If you have any questions, please call me at [redacted]  Sincerely, Rose [redacted]Rose [redacted]Consumer Relations Specialist Enclosures

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.The witness mentioned was driving immediately in front of my car. I did not switch lanes. The police officer dismissed said witness because he was not able to contribute to any siting of the collision taking place behind him. The police officer asked him to leave because he was only confusing the story and mentioned the debris both me and the driver who struck my car mentioned. My car was also hit square in rear not on one side or another. I have attached a copy of the collision report and a picture of my car damage. I know it is not in the interest of the insurance or driver to side with me, but I also understand that in most states if someone receives a ticket/citation and fault by the police officer fabricating a story does not take supersede a police report. If that were the case, there would be no reason for anyone to call the police after an accident. I also find it difficult to reason that someone can witness a collision between two cars immediately behind them in the same lane while they are moving out of the way for a piece of debris on the rode and driving approximately 70 miles per hour on the interstate. This is incredibly frustrating since I was not given a ticket the day of the accident nor did I change my story, and the police officer told both me and the other driver that she (the progressive client) was at sole fault. Lying should not be rewarded, and I understand it is not in their interest to reevaluate.
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.
This is in response to Progressive's rejection dated March 24, 2016.  When was the overall rate change implemented with you company?I find it hard to believe it was done within a month of me adding the additional driver and vehicle to my policy on January 18, 2016 to when I renewed my policy on February 28, 2016. Attached is a copy of the policy rate effective January 18, 2016 as a reference which you acknowledge was having full coverage on both vehicles at a rate of $1,508.  I also have primary medical coverage with my health insurance through my employer. So it is very unclear to me why you can not honor the rate I was quoted at for full coverage on both vehicles only a month before my renewal.  Secondly, as said on the phone to your representative, I would NOT have filed the claim and repaired my vehicle had I known I would be negatively affected this way, which I clearly stated, several times and continually asked for confirmation, which I received that it would not happen.  For that reason I am having trouble understanding why it is okay for you to state that nothing will change on my policy, but now for you to not honor the rate in which I was offered a month prior to my renewal and to keep the claim off my policy, as it will affect my future rates, which I was promised wouldn't happen.  I was told time again and that my calls were being recorded and that anything I said could be held against me.  Why is it okay for you guys to only remove it for one policy period so that it can affect my policy when I renew? Shouldn't both parties be held responsible for their words? Even with the amount of coverage I have received from your company, the amount of money I put into my policies far exceeds the costs you have had to bear for my policy.I want what I was promised over the phone and my initial request is herein requested again as it is the only fair and reasonable action for me to feel this is resolved as it was stated would be the case when I filed my claim. I want full coverage on my vehicle at the quoted rate a month prior to my renewal and for the claim to be removed or forever barred from affection my policy rate as was stated from you company over the phone.I do appreciate you addressing this issue with me and hope that we can come to a mutually agreed upon resolution.
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. I am not pleased with the explanation because I still have no received a reason as to why I was rated for 3 claims during 2015 when only one was madesigned during 2015 for a $60 glass claim through progressive while the other was placed through all state because another driver hit my vehicle while it was parked because she lost her brakes. As I stated to the representative I will pay it when I have it but this is ridiculous I have been cheated out of money by this company. And the worst part is every single person I talk to has a different reason as to why I pay so much. Terrible customer service. 
Regards,
[redacted]

[redacted]May 16, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted] Customer Name: Jeff [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name:...

Progressive Direct Insurance CompanyMr. [redacted],I’m responding to your letter dated May 5, 2017. Thank you for the opportunity to clarify the situation.Mr. [redacted] purchased a policy with us in September 2016. We received the initial payment of $26.38 and no other valid payments. Because no other payments were received, the policy cancelled for lack of payment effective November 14, 2016. After the policy canceled, we sent a bill for $116.66 for the coverage provided until the cancel date.I know this situation has been frustrating for Mr. [redacted], and we’d like to assist him in correcting the policy cancel date. Mr. [redacted] called our Customer Relationship Center on May 4, 2017, and discussed sending proof of duplicate coverage for his vehicle so that we could adjust our cancel date and the balance due. To date, we’ve not received his proof of other coverage. I called Mr. [redacted] at the number listed on his Revdex.com inquiry ([redacted]) on Friday, May 12, 2017, and left a message for a return call.To expedite correcting the cancel date, he can send the documents to me directly. He can fax them to my attention at [redacted] or via email to [redacted]@progressive.com. I’m happy to help him resolve his concerns, and I appreciate his patience while we get this taken care of for him.If you have any questions, please call me at [redacted].Sincerely,Nancy [redacted]Consumer Relations Specialist

[redacted],
Attached is our response with supporting documents.
Thank you,
Rose S[redacted]
Consumer Relations Specialist
1-440-[redacted]Business response copied and pasted below by Revdex.com staff ** 2/3/17:February 3, 2017Revdex.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 Advanced Insurance Company      [redacted],I’m writing in response to your letter dated January 31, 2017. I appreciate the opportunity to address [redacted]’s concerns about the change in his renewal rate.In reviewing [redacted]’s policy, I do see that his renewal rate went up from $743 to $835, an increase of $92. As part of our underwriting and rating of policies, we look at claim and violation counts, endorsement counts and various other incidents and transactions on the policy. Among these, we also look at Cancel Notices and reinstatements after cancellation. Our data shows that expected future loss experience is worse when a customer has Cancel Notices, cancellations, and reinstatements after cancellation. Therefore, we adjust the rate accordingly when a customer has Cancel Notices and reinstatements on their policy. We also adjust all customers’ rates somewhat at each policy period for the average loss cost inflation we experience across all policies. On September 22, 2016, we sent [redacted] a Cancel Notice letting him know we must receive his payment by October 3, 2016, to avoid cancellation. Because we didn’t receive the payment by that date, we canceled the policy. Then on October 10, 2016, [redacted] called and made a payment of $127.83. We accepted his payment and reinstated the policy back to October 3, 2016. The cancellation and reinstate transactions on his expired policy resulted in an increase in his renewal rate effective January 31, 2017.On January 27, 2017, we received a call from [redacted] asking why his payments increased on the renewal policy. Our representative advised [redacted] that we’d review the policy and call him back.On January 30, 2017, [redacted] called again advising he didn’t receive a call back, and he asked us to send him something in writing explaining the increase. We explained that we don’t issue documents that include specific reasons for a rate change. We send a Renewal Offer in advance so he can choose if he wants to renew the next policy period. During this conversation, there was no request to cancel the policy or remove the automatic withdrawals.      On January 31, 2017, we withdrew [redacted]’s scheduled payment of $143.20 and renewed his policy. I’m sorry that we didn’t follow up with [redacted] timely and explain the reason for the increase in his rate. If [redacted] doesn’t want to continue his policy, he can call our Relationship Center at 1-800-776-4737 and request cancellation.       If you have any questions, please call me at 1-440-[redacted]. Sincerely, Rose S[redacted]Rose S[redacted]Consumer Relations SpecialistEnclosures

(The following was copy/paste by Revdex.com staff - [redacted]July 7, 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],We're writing in reply to your email on July 3, 2017. We're sorry that Ms. [redacted] is upset with the way we handled this claim and her policy. We hope this helps to clear up what happened and why.A third party seeking damages under Ms. [redacted]’s policy reported a loss to us on July 19, 2016, for an accident on June 18, 2015. Based on the evidence we obtained through our investigation of this claim, we determined Ms. [redacted] was at fault for the accident. We also determined the most appropriate way to protect her best interest was to resolve the third-party's claim and remove Ms. [redacted]’s exposure. We added this at fault accident on Ms. [redacted]'s latest renewal policy.We're sorry that Ms. [redacted] thinks we have no legal right to settle the claim and update her policy, but our policy contract with her permits us to do so.The Settlement of Claims section states: We will settle or defend, at our option, any claim for damages.The Changes section states. in part: The premium for this policy is based on information we received from you and other sources.... If this information is determined by us to be incorrect, incomplete, or if it changes during the policy period, you agree that we may adjust your policy information and premium accordinglyIn her complaint, Ms. [redacted] mentioned her concern that if she stops a payment we'll cancel her policy. Since she canceled her policy effective March 25, 2017, she can put that worry behind her.We know it isn't what she wants to hear, but we're unable to honor her request to change the way we handled the claim or updated her policy while it was active.We've attach copies of the policy, Final Bill, and claim payments for your review. If you have any claims questions, please call William at 240-500-3492. If you have any policy questions, please call Dona at 440-395-3384.Sincerely,William M[redacted] Dona R[redacted]William M[redacted] Dona R[redacted]Claims Supervisor Consumer Relations Specialist