Progressive Corporation

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.
Regards,
[redacted]

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]

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

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.
[My intention as a lessor of a brand new vehicle (0 miles) was to buy a full coverage policy as it is demanded per my dealer. I did not intentionally reject collision coverage. I do not remember Progressive suggesting that I chose collision, I was just buying a full coverage policy for a leased vehicle. Until the moment that I had my accident and had my accident and contacted Progressive is when I find out that they never sold me what I wanted to buy.]
Regards,
[redacted]

(The following was copy/paste by Revdex.com staff - LST)[redacted]March 23, 2018Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408[redacted] 
[redacted]  
[redacted]  
[redacted]  
[redacted]...

[redacted] 
[redacted] 
[redacted]  Company Name: Progressive Direct Insurance Company Mr. [redacted]I received your March 16, 2018 letter. I appreciate [redacted]haring his concerns about the coverage available under his policy for damages to his riding gear, and I’d like to explain our handling of his claim so far. On February 14, 2018, [redacted] reported a claim for a single vehicle accident that involved his 2016 KTM motorcycle. He claimed damage to his helmet, jacket, pants and other custom parts as a result of this loss. [redacted]’s policy provides $3,000 in Accessory coverage, which includes replacement of any damaged safety riding apparel.  To date, we’ve issued payments under [redacted]’s Accessory coverage in the amount of $2,606.54, $1,316 of which went towards reimbursement for the helmet and jacket he was wearing at the time of the loss. He indicates that his riding pants also have damage and that he cannot use them without the jacket because they zip together. Additionally, he says that because of the discontinuation of both items, by only replacing the jacket with a newer version, he’d no longer have the ability to zip the jacket and pants together.  We’ve asked [redacted] to provide additional photos, showing the damage to the pants, or other documentation, supporting that he does not have the option to either purchase the pants separately or to attach the pants to a newer version of the jacket. As of the date of this letter, [redacted] has not provided these items. We’ll be happy to consider payment for the pants, up to the remaining amount of coverage of $393.46, with receipt of the additional documentation requested.I hope this information helps to better understand our position. Please feel free to call me at [redacted] if you have any questions. Sincerely, Joey [redacted]Joey [redacted]Multiline Supervisor

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]

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

(The following was copy/paste by Revdex.com staff - LST)[redacted]Everything they stated is not true.They are in direct violation of their Unfair or Discriminating trade practices. I have hired an attorney, [redacted] and we will be pursuing a lawsuit against the Unfair or Discriminating trade practices if this is not resolved.This is evidence....1- I dropped off my car, the adjuster was not there. I was asked to sign a document so they could work on my car and find out what is going on. They said once the adjuster was back they would contact Progressive with the damages and have Nick from Progressive contact me with an Estimate before any work was done. I never received an estimate which is in direct violation of 10-4-120(3)(b) Require that an estimate is given during the time of inspection (No Estimate)Repair the car to the condition before the loss (plastic is dragging on the road, and my car is still significantly broken.)This is evidence....2- I made it very clear that I wanted to use [redacted] repair shop right next to my work. They said that was not a possibility and I only had two options, downtown Denver at Progressive or [redacted] clear out in Aurora. This is in direct violation of 10-4-120 (It is in the header of the document section (a) and (2)(g)(h)>Please ask for the voice recording of me talking with Progressive. I am more or less begging to go to my shop and they said that is not a possibility. They made me drive 30 minutes away to a place I have never been.I can go on for another week with everything else they did wrong but these were the point the Progressive person made with their response.My lawyer would never have taken on this case if he thought I was in the wrong. We have a timeline and evidence every step of the way that I have been discriminated against. I did nothing wrong. My car is broken and I am in pain. My own insurance won't talk to me without a lawyer, that shows right there they know they are at fault.The person that hit me has offered to pay more than once. Why is he claiming, if he gets the money?[redacted] was absolutely told to me that I would receive a reimbursement. Please check the voice recording.Moreover, my car had everything done and upgraded. I am sure we can contact [redacted] and ask them if there was a giant piece of plastic dragging under my car.This is the most vial situation I have ever experienced, I do not want anyone in the position I have been put in. So that is why I contacted you and my attorney, one avenue will show merit.Kind 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

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

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

(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

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]

August 5, 2015Revdex.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 Code: [redacted]  Company...

Name: Progressive Direct Insurance Company    [redacted],I’m writing in reply to your inquiry dated July 30, 2015. I appreciate the opportunity to clarify the situation. While we do not offer a Multi-Policy Discount on [redacted]’s Auto Policy, she is receiving a Homeowner Discount, which is currently saving her $25. She is also receiving a Multi-Policy Discount on her Motorcycle Policy. In addition, customers with a Progressive Auto Policy also earn a discount (availability and amount varies by state) on her Home Policy. As soon as a Multi-Policy Discount is available for her Auto Policy, we will be more than happy to honor it. Unfortunately, we’re unable to credit [redacted] for a discount we do not currently offer on her policy. I’m sorry if [redacted] received any incorrect information. If you have any questions, please call me at 1[redacted]Sincerely, Jeff P[redacted]Jeff P[redacted]Consumer Relations SpecialistAttachment

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]

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

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

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.Thank you for understanding. However, as I stated, we NEVER received documentation regarding the policy change. And, the policy documents online still state that we are covered. And, even with the alleged change in 2013, you still paid, in full, our towing for 2015 to our home port. Progressive set a precedent for payment to our home port.
Regards,
[redacted]

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