Progressive Corporation

[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.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]

(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]

(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

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

Please see our attached response along with supporting documentation.

Enclosed please find a response for file # [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.  I will concede that I made a poor choice, however, I feel there should have been a clearer explanation of coverage, as if I was accustomed to the language, I would never have chosen a policy that didn't cover my car. It is required to have full coverage when a vehicle is financed, and I feel that the reps need to be more clear about what is and isn't being chosen.   I never had any trouble with Progressive when I was with them before, but this time was not handled very professionally.  And phone calls were not returned when promised. This was a negative experience for me, however, I hope some changes will be made in how things are explained so that this does not happen again in the future.
Regards,
[redacted]

August
17, 201
RevDex.com
2800
Euclid Avenue, 4th
Floor
Cleveland,
OH 44115-2408
Attn:
[redacted]
 
Re: File
Number: [redacted]
Customer
Name: [redacted]
Claim
Number: [redacted]
Policy
Type: Personal Auto
NAIC
Number: [redacted]
Company
Name: Progressive Direct Insurance Company
 
 
[redacted],
 
I
am writing in reply to your inquiry dated August 11, 2015. I have
reviewed the additional concerns and able to provide you with the
following information.
 
On
July 31, 2015, Matt C[redacted] was able to reach [redacted] and
discuss his concerns and apologize for any service failures and
frustration. We provided feedback to our claims representative. It’s
never our intent to upset our customers.
 
Derek
is currently in the process of working with [redacted] to ensure
the proper handling of [redacted]’s claim. He also provided our
policy coverages and language per their request.
 
If
you have any
additional questions or concerns, please call me at 1-[redacted].
 
Sincerely,
 
Julie
C[redacted]
 
Julie
C[redacted]
Claims
Manager

(The following was copy/paste by Revdex.com staff - LST)[redacted]From: [redacted]Date: Thu, Nov 16, 2017 at 5:37 PMSubject: Complaint - 12507942To: [email protected] afternoon Lou,Just wanted to inform you that I did receive a call from leadership in claims and they are...

covering the glass this one time.  Unfortunately due to State changes they cannot offer the same coverage on the vehicle, but they are making this situation right.I did ask that they change the way they inform clients of changes as this was definitely not handled well.Thanks [redacted]Michael D[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

May 17, 2016Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted]Policy Type: Personal AutoNAIC Number: [redacted]Company Name: Progressive Northern Insurance...

CompanyMs. [redacted],I am writing in reply to your letter dated May 10, 2016. We have contacted Mr. [redacted] to advise him we will be issuing a $50 reimbursement draft for the alignment costs. We have also arranged to complete a subsequent inspection of his vehicle as part of our ongoing investigation to determine if his tire wear relates to this loss with a reasonable degree of certainty. We will notify Mr. [redacted] of our findings as soon as we complete our investigation. I am sorry for any inconvenience this may have caused. If you have any questions, please call me at 1-207-245-6556.           Sincerely, Paul A[redacted]Paul A[redacted]Claims Manager

December 8, 2016Revdex.com 2800 Euclid Avenue, 4th floorCleveland, OH  44115Attn: [redacted]Re: File Number: [redacted]Customer Name: [redacted]Policy Number: [redacted]Policy Type: Personal Auto NAIC Number: 155-27804      Company Name:Progressive West...

Insurance Company[redacted], I am writing in reply to your letter dated December 2, 2016. [redacted] is a valued customer and we appreciate the time he’s taken to express his concerns.We use a variety of different factors to determine a policy rate. Two of the factors used are a driver’s years licensed and years experience. Years licensed is determined by how long a driver has been continuously licensed in the United States or Canada and may include time licensed in a foreign country.  Years experience is determined by the total number of years since the driver was first licensed in any jurisdiction.At time of new business, [redacted]’s six month policy premium was $287.88. The years licensed and years experience listed on his Application were 12 years. On September 19, 2016, we issued a Coverage Summary reflecting this information.When we reviewed [redacted]’s motor vehicle report we discovered he has a newly issued [redacted] license.  As a result, we issued a memo requesting documentation to verify the years licensed listed on his Application.  The memo issued on September 30, 2016. We requested a reply by October 29, 2016, to prevent the Good Driver Discount and/or Accident-Free Good Driver  Discount from being removed, which  could result in a rate increase. To qualify for the Good Driver Discount, a driver must have been continuously licensed in the United States or Canada for the past three years with no more than one minor violation or at-fault accident with property damage. A driver who qualifies for the Good Driver Discount may also qualify for the Accident-Free Good Driver Discount if he or she has no at-fault accidents. We didn’t receive the requested documentation. Therefore, we updated [redacted]’s years licensed from 12 to 0 and removed the Good Driver Discount and Accident-Free Good Driver Discounts. The change, effective September 16, 2016, resulted in an $82 increase in the rate. On November 7, 2016, we issued a memo and Coverage Summary notifying [redacted] of the changes made and the additional money due.   During [redacted]’s call to us on December 1, 2016, he informed us that his [redacted] license is the first license he obtained. Based on this information, we’ve corrected his years experience from 12 to 0. [redacted] wasn’t notified of this during the call as it wasn’t until December 7, 2016, that it came to our attention the correction was needed.  The change, effective December 7, 2016, resulted in a prorated rate increase of $377.97.  We sent a Coverage Summary to notify [redacted] of this change and the additional premium due on December 8, 2016. I’ve enclosed a copy of the documents referenced in this letter for your convenience.We must rate [redacted]’s policy accurately. Although we are unable to honor the original quoted rate, we will waive the Cancel fee  if he elects to cancel his policy prior to the March 16, 2017 expiration date.I’m sorry for the frustration [redacted]’s experienced. We take customer feedback seriously and have elevated the information he provided to the appropriate department within our company for review. If I can be of further assistance, please call me at 1-800-333-8443.Sincerely,JoAnn C[redacted]JoAnn C[redacted]Progressive West Representative

[redacted] [redacted]September 20, 2017Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]   Re: File Number: [redacted]     Customer Name:  [redacted]    Policy Number:...

[redacted]  Policy Type: [redacted]    NAIC Code: [redacted]  Company Name: [redacted]   [redacted],I’m writing in response to your letter dated September 9, 2017. I appreciate the opportunity to address Ms. I[redacted]’s concerns about the increase in her rate. We’re sorry this situation has caused so much frustration, that was not our intention. I’m happy to explain what happened and offer a solution.We quoted the business use as “auto haulers towing services, gas station and auto repair.” We didn’t address the hauling auto question during the quote process, so we sent Ms. I[redacted] a letter asking for additional business information. Unfortunately, we did not get a response by the requested date of July 18, 2017, so we uprated the policy accordingly. For this term, from June 26, 2017 to June 26, 2018, we reversed this change effective, July 18, 2017, which is the same day we made the initial change. We credited Ms. I[redacted]’s policy $5,502. Ms. I[redacted]’s renewal term will reflect these changes as well. I understand that this hasn’t been a pleasant experience for Ms. I[redacted], and I’m sorry about that. If you have any questions, please call me at [redacted]Sincerely,[redacted]Commercial Resolution Specialist

(The following was copy/paste by Revdex.com staff - LST)[redacted]June 27, 2017Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Lou [redacted] Re: File Number: [redacted]  File Name:   Birhanu [redacted] Claim Number: 17-2016085   Policy Type: Personal Auto NAIC Number: 155-16322   Company Name: Progressive Direct Insurance Company Mr. [redacted],I’m writing in response to your follow up letter from June 21, 2017. Our appraisal company, [redacted], carefully considers the vehicles used in their appraisal, and it’s their position that the comparables they used accurately reflect the value of the 2001 Toyota Rav4, considering that it has a prior salvaged title. Mr. [redacted] previously provided us with the information about the four comparable vehicles he found, which we forwarded to [redacted]. [redacted] rejected the comparables, because they didn’t include active and clickable links to verify the information listed for these vehicles. We informed Mr. [redacted] and his wife, Beza [redacted], about the necessary requirements for submitting comparables to [redacted], but we haven’t received any additional information to date. Once Mr. [redacted] provides the required information, we’ll forward it to [redacted] for further review and consideration. If there’s anything else I can do to help, please call me at [redacted].Sincerely, Erin B[redacted]Claims Supervisor

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.
It appears the response Ms. R[redacted] provided, almost makes the issue appear to be my fault. I do not agree with the response of the letter, nor the implications it suggests. It barely even addresses the concern, nor the parties involved. I spoke with (3) people on this date, and she said (1) offered an apology? Which one? Also does an apology excuse the behavior? Her second paragraph suggests frustration on my part, would that be from  the poor customer service I received? Would this also be a reason to end the call, as I do not see Progressive making an attempt to assist me? It appears Ms. R[redacted] response, is almost indicative of the response I received from the representatives I spoke with prior. I almost feel this may be the culture of the Customer service department, and surely would expect more from a  Consumer Relations Specialist. As far as the response I received,  I would rather not have gotten one than the poorly worded one I received.Lastly, I did speak with Ms. D[redacted], and she was helpful to me. I am satisfied in speaking with her, but NOT this POOR response from Ms. R[redacted] almost seemingly excusing the behavior I experienced.
Regards,
[redacted]

(The following was copy/paste by Revdex.com staff - LST)[redacted]May 8, 2017Revdex.com, Inc.2800 Euclid Avenue 4th FloorCleveland, OH  44115-2408Attn: Lou [redacted]RE: File Number: [redacted]File Name: Terry [redacted]  Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Advanced Insurance CompanyMr. [redacted],I’m writing in reply to your follow up letter dated May 4, 2017. I’m sorry for the confusion this matter has caused.On April 28, 2017, we sent a claims representative to re-inspect Mr. [redacted]’s vehicle. At that time, we identified damage to the auxiliary transmission cooling line. We’ve since paid to replace the damaged transmission line. The damage that we’ve addressed doesn’t appear to have caused Mr. [redacted]’s vehicle to overheat. We’ve explained to Mr. [redacted] on several occasions that he will need to have his vehicle diagnosed by a mechanic of his choice to determine why the vehicle is overheating. Presently, we’re unable to move forward until Mr. [redacted] has his vehicle moved to a repair facility that can show how the overheating issue is related to his accident. I'm sorry for the inconvenience Mr. [redacted] has experienced. If you have any questions, please call me at [redacted].  Sincerely,Brian [redacted]
Claims Manager

Please see our response and supporting documentation attached.

March 1, 2016Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115 Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Motorcycle NAIC Number: [redacted] Company Name: Progressive Marathon...

Insurance Company Ms. [redacted],I’m writing in response to your letter dated February 20, 2016. We initially removed the 2006 [redacted] from Mr. [redacted]’s current policy effective August 19, 2015, which resulted in a credit of $54. After receiving a copy of the bill of sale submitted by Mr. [redacted], we backdated the change to remove the 2006 [redacted] effective June 29, 2014, which involved two policy periods.We applied a credit of $13 to the current policy in effect from June 3, 2015 to June 3, 2016, and a credit of $225.75 to the expired policy period in effect from June 3, 2014 to June 3, 2015. The total credit to backdate the removal of the [redacted] from both policy periods is $238.75. We applied $179.92 toward the remaining balance due on the policy and refunded $58.83 to Mr. [redacted]’s bank account.I appreciate the opportunity to clarify the situation. If you have any questions, please call me at 1-440-620-6944. Sincerely, Rose S[redacted]
Rose S[redacted]Consumer Relations Specialist

January 15, 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 County Mutual...

Insurance Company[redacted],I’m writing in reply to your letter dated January 8, 2016. I’m sorry to learn of [redacted]’s poor customer experience with us when she moved from [redacted] to [redacted]. I’ve reviewed [redacted]’s [redacted] insurance policy and have included a copy of the Coverage Summary Page we sent to her outlining her coverages and fees. In the state of [redacted], we charge a $50 Policy Fee on all of our policies. These fees are to cover the cost of setting up a policy at new business and it is typically spread amongst all remaining payments. While we know [redacted] was not a new customer to us, her business in [redacted] is consider new. Moving can be a very stressful life changing event and as an insurance company, we strive to make this process as seamless as possible for our customers. Our internal processes are in place to make sure auto coverages needs are met and any other insurance needs. Local agents are available to provide that personal service.    As a courtesy to [redacted] and her long standing commitment to us, I’ve waived the $16.27 on her policy and have submitted appropriate feedback to this local agency. If you have questions, please call me at 1-440-[redacted].  Sincerely,Rose V[redacted]Rose V[redacted]Consumer Relations Specialist