Progressive Corporation

Please see our attached response along with supporting documentation.

Enclosed please find a response for file # [redacted]

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

(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

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]

[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

[redacted]

(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

April 14, 2016Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Aisha [redacted]Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Type: [redacted] NAIC Number: [redacted] Company Name: [redacted] Insurance CompanyMs....

[redacted],I’m responding to your letter dated April 8, 2016. Thank you for the opportunity to clarify the situation.On February 29, 2016, Mr. [redacted] stated that water had entered his [redacted] during a storm and caused damage. He stated that the water was entering through the roof of the trailer. He also advised that his [redacted] was sealed in June of 2015. On March 8, 2016, we completed an inspection at Mr. [redacted]’s residence for damages to his [redacted] Forest River [redacted]. We noted that the ceiling panel was drooping and exposing ceiling luan, which had black mold and evidence of long-term rot and deterioration. The round ceiling vent in the [redacted] presented evidence of additional long-term water damage to the ceiling foam. The water leakage damage to Mr. [redacted]’s [redacted] is long-term in nature, and there is no evidence of a sudden, direct, and accidental impact to the roof that would cause water to leak and seep into the interior. The roof at the front of the unit has bright white sealant indicating that the area where the front cap and side meet the roof was sealed. The front clearance lamp has missing sealant. There are other areas of sealant deterioration that permit water to enter into the [redacted]. Because the areas have not been serviced, this has allowed long-term damage to occur.Based on the investigation findings, there is no evidence to suggest that the loss was a result of a sudden, direct, and accidental loss. As such, the loss does not meet the policy Part IV terms of the Insuring Agreement for coverage. Part IV - Damage to a VehicleInsuring Agreement - Collision CoverageIf you pay the premium for this coverage, we will pay for sudden, direct, and accidental loss to a:1.  covered vehicle, including an attached trailer; or2.  non-owned vehicle, including its equipment;     resulting from collision.Insuring Agreement - Comprehensive CoverageIf you pay the premium for this coverage, we will pay for sudden, direct, and accidental loss to a:1.  covered vehicle, including an attached trailer; or2.  non-owned vehicle, including its equipment;     that is not caused by collision.Exclusions – Read the following exclusions carefully. If an exclusion applies, coverage will not be afforded under this Part IV.8. to any vehicle that is due and confined to:d. Improper or lack of routine maintenance, or failure to perform maintenance as prescribed by the manufacturer;9. to any vehicle caused directly or indirectly by any of the following:a. water leakage or seepage unless caused by any other loss covered under this Part IV;       b. wet or dry rot;       c. rust or corrosion;       d. dampness of atmosphere or extremes of temperature; or       e. deterioration.10. to a covered vehicle or non-owned vehicle caused directly or indirectly by mold,     mildew, or fungus, including any type or form of:       a. decomposing or disintegrating organic material or microorganism;       b. organic surface growth on moist, damp, or decaying matter;       c. yeast or spore-bearing plant-like organism; or       d. spores, scents, toxins, bacteria, viruses, or any other by-products produced       or released by any mold, mildew, fungus, or other microbes.As such, we respectfully denied any and all claims presented against this policy and informed Mr. [redacted] that no payments will be made for damages sustained as a result of this loss. If you have any further questions, please feel free to contact me at 1-856-780-4624.Sincerely,Jeffrey T[redacted]Jeffrey T[redacted]Claims Manager

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]

[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

July 13, 2015Revdex.com, Inc.2800 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 Code: [redacted]  Company Name: Progressive Preferred Insurance Company    [redacted],I’m writing in reply to your letter dated June 3, 2015. I have included my original response in regards to this matter. It addresses all of the contentions outlined by [redacted], including his latest response submitted. Specifically, it outlines the following concerns:The sunroof was not damaged from the accident and not listed on the estimate. There was evidence of rust around the sunroof frame area and are not consistent with a loss.There was a prior paint issue to the right fender resulting in a color mismatch. This prior paint issue caused the color to not match. We paid for a blend into the hood to get the color as close as possible. The right fender was previously painted and not part of this loss.On June 3, 2015, during our re-inspection, we found evidence of damage to the front bumper and the undercarriage area as a result an additional loss. Some of the parts that were replaced from the March 21, 2015 loss show signs of new damage, including damage to the underside of the front bumper and engine shields. Original Response:[redacted] reported a claim to us for an accident to his [redacted] on March 21, 2015. [redacted] elected to have his vehicle repaired at one of our network repair facilities, [redacted]. The repairs to [redacted]’ vehicle were completed on April 3, 2015. On April 3, 2015, after picking up his vehicle, [redacted] contacted us regarding issues with the vehicle. The issues were a mismatch in the paint on the hood, and a vibration while driving. We put [redacted] back into a rental vehicle while we investigated. We determined that there was a poor prior paint job to the right fender causing a color mismatch to the hood. We agreed to pay to blend the hood. We also inspected the engine for the vibration [redacted] felt while driving. Both the shop technician and our Claims Supervisor Mike C[redacted] were unable to duplicate the vibration during subsequent test drives. Once the blend was completed to the hood, the vehicle was returned to [redacted].On April 10, 2015, [redacted] stopped by [redacted] to discuss an issue she was having while driving the [redacted]. Our Claims Supervisor Mike C[redacted] was there at the time, and took a test drive with the customer. They were unable to duplicate the issue. Mr. C[redacted] informed [redacted] to let us know if the issue arises again. [redacted] thanked Mr. C[redacted] for his time and drove away with the vehicle.On June 1, 2015, [redacted] and [redacted] called us to advise there was additional damage to his vehicle from this loss, such as a broken oil dip stick, dented oil pan, and a sunroof that flew off. I contacted [redacted] and [redacted] and worked with them to set up an inspection at a shop of their choice to review the additional damages. On June 3, 2015, we sent Our Claims Representative Glen S[redacted] to re-inspect the [redacted] at O’Neil’s Auto Body. Upon the re-inspection, we determined that the damage to the oil pan and oil dip stick were not related to the accident on March 21, 2015. We found evidence that there was a subsequent accident to [redacted]’ vehicle. This evidence included new damage to the underside of the vehicle. The damage from the subsequent accident was to parts that were recently replaced from the March 21, 2015, accident. As for the sunroof, delamination occurred with the aftermarket sunroof, causing the glass to come loose from the frame and eventually fly off the vehicle. This issue is not a direct result of the accident on March 21, 2015, but more in line with wear and tear.We advised [redacted] of our finding. We told him he can report another loss for the new damage to the oil pan and oil dip stick. A new claim would be subject to another deductible as outlined in his policy contract.If you have any questions, please call me at 1-[redacted]. Sincerely, Jeremy W[redacted]Jeremy W[redacted] Claims Supervisor

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

Please see copy of cleared check as requested.

(The following was copy/paste by Revdex.com staff - [redacted])[redacted]August 9, 2017Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115 Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted]Policy Number: [redacted] Policy Type: Personal...

Auto NAIC Number: [redacted] Company Name: Progressive Advanced Insurance Company      Mr. [redacted],I’m writing in response to your letter dated August 2, 2017. Thank you for forwarding Mr. [redacted]’ concerns. I’ve reviewed the claim and appreciate the opportunity to provide the following information to explain our position.On August 10, 2012, Mr. [redacted] called to let us know that he moved from Illinois to Missouri. Due to the move, his Illinois policy ended and we wrote him a new Missouri policy effective August 10, 2012. The Illinois policy included Comprehensive and Collision coverage on the two vehicles on the policy. When he purchased the Missouri policy, Comprehensive and Collision coverages weren’t requested.Mr. [redacted] has asked us to review his August 10, 2012 call. Unfortunately, because of the length of time that’s passed, we’re unable to locate that specific call in 2012. However, over the past five years, we’ve sent Mr. [redacted] 17 Declarations Pages outlining the coverages he requested and the premiums paid. Every Declarations Page showed that he didn’t purchase Comprehensive or Collision coverage, and he wasn’t paying premiums for those coverages over this time period. Mr. [redacted] also electronically signed the new policy Application acknowledging the coverages that he requested.We provided Mr. [redacted] with his policy documents, confirming the coverages he purchased, for his review. Unfortunately, he didn’t call us after receiving and reviewing those documents to request any change/correction to his coverages. Because there was no Collision coverage on the policy at the time of the accident, we’re unable to pay for the damages to his vehicle.Although I do sympathize with Mr. [redacted] about this unfortunate situation, I hope that he understands that we cannot pay for coverages he didn’t purchase or pay premiums for. If you have any questions, please feel free to call me at [redacted]. Sincerely, Kevin [redacted]Claim SupervisorEnclosures

March 4, 2015Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: [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 email dated February 27, 2016. The steps we took to investigate Mr. [redacted]’s claim were necessary in order to ensure an accurate outcome for his claim. These investigative steps did create a delay in reaching resolution. To remedy this, Mr. [redacted] was provided with a rental car for the duration of the investigation and subsequent repair. Presently, his vehicle repairs are scheduled to be completed early next week. Mr. [redacted] will be permitted to remain in the rental car until he has picked up his vehicle and approves the repairs. As he requested, a member of our management team has spoken with him and apologized for his dissatisfaction. If you have any questions, please call me at 1-610-310-0936.  Sincerely,Curtis G[redacted]Curtis G[redacted]Catastrophe Manager

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

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]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]

Mr. T[redacted],
Attached is our response and supporting documents.
Thank you!
[redacted]
Consumer Relations Specialist
[redacted]