Progressive Corporation

To whom it may concern; This is in response to the message that was sent regarding a policy number.  We no longer have a policy with this company as it was only for a day, therefore I do not have a policy number.  I believe the name the policy would have been under was Jonathan Istel...

DOB is 3/26/1989.  If the policy isn't under his name, but under mine, the name is [redacted] DOB 4/4/1981.  If you need any other information please let me know.Thank you. Regards,[redacted]

Mr. T[redacted]
Attached is our response.
Thank you,
Rose S[redacted]
Consumer Relations Specialist
[redacted]

Please see our response and supporting documentation attached.

[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]

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 sincerely object to the false information [redacted] has
given against me, for I did provide everything asked of me and then some, to
the point of information that had nothing to do with he car claim was being
asked of me as well. They did not respond to me or begin trying to settle the
matter not until I left messages regarding hiring a lawyer to solve my problem.
[redacted] and [redacted] Gina P[redacted] are liars and wrongfully accusing innocent
people of crimes they did not commit. Asking of my phone records, why I called
my boss that morning, why the local police number was not on the list of
numbers dialed that morning was not showing when it was 911 I dialed and that
does not show on cellphones nor home phone, asking of report that my family’s
home was robbed which had nothing to do with the claim is no way of doing
quality customer experience. Pleas have them forward every fax that I sent it will show I was very and more cooperative than needed. Lastly I am glad they have settled and have left for never have I dealt with such kind of matter or people. Thank you for you help and will move on from this hell they have put me through. This case may be closed.Regards,
[redacted]

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

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

(The following was copy/paste by Revdex.com staff - LST)[redacted]June 1, 2017Revdex.com, Inc.2800 Euclid Avenue 4th FloorCleveland, OH  44115-2408Attn:  Lou T[redacted]Re:  File Number: [redacted]       File Name: Dena [redacted]       Claim Number: [redacted]       Policy Type: Personal Auto       NAIC Number: [redacted]       Company Name: Progressive Hawaii Insurance CorporationMr. T[redacted],I’m writing in reply to your letter dated May 31, 2017. We appreciate Ms. [redacted] providing the additional information requested.We’ve reviewed the additional medical bills and out of pocket expenses for Ms. [redacted], provided with her letter. This is information that we were unable to obtain previously, because [redacted] wouldn’t respond to our requests for the medical bills and records relating to Ms. [redacted]’ injury.The release for Ms. [redacted]’ injury in our claim included medical bills within 30 days post release. Most her medical expenses presented were after February 10, 2017, the last day included in the agreement. For those out of pocket expenses and medical bills up to February 10, 2017, we’re reimbursing Ms. [redacted] for her out of pocket expenses. Once her health insurance company presents a subrogation claim to us, we’ll review for reimbursement of the medical bills paid by them relating to this loss.If you should have any questions, please call me at 1-[redacted].Sincerely,Will C[redacted]Claim Supervisor

---------- Forwarded message ----------From: [redacted] <[redacted]@gmail.com>Date: Thu, Dec 15, 2016 at 12:45 PMSubject: Complaint #11878106To: [redacted]@cleveland.Revdex.com.orgDear [redacted],    I went down to progressive insurance this morning and they resolved my issues.  At this...

time, I would like to drop all progress on this claim.  Thank you.Sincerely,[redacted]

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

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.So Ms. Rose S[redacted] has OBVIOUSLY not read a single email response from me and this is exactly why they should not be in business.  I do not feel that it’s unreasonable for them to request additional information if they understood anything about personally identifiable information or knew anything about customer service.  As stated in my NUMEROUS emails to the Progressive underwriters:My driver's license should be information enough so they can verify the address where I keep my vehicle.  I've never had an address change, EVER!As stated in my NUMEROUS emails to the Progressive underwriters:My paystubs are ELECTRONIC and DO NOT SHOW MY ADDRESS ON THEM! Supposedly I can send 2 forms of documentation, unfortunately again, as stated in my NUMEROUS emails to the Progressive underwriters:I RENT a room so I do NOT have a utility bill in my name, that would be in the HOMEOWNERS name.  (even though Progressive recognized I rent, they don't seem to understand what that means). As stated in my NUMEROUS emails to the Progressive underwriters:My driver's license was issued over 6 months ago so I cannot provide that, even though they already have that info. As stated in my NUMEROUS emails to the Progressive underwriters:I do not have a renter's insurance declarations page dated within the last 30 days. And furthermore, it is impossible to contact the underwriters for Progressive, not even their own agents have a way to contact them.  So every time I send an email with my questions or concerns, it takes them 2-3 days to contact me back with the same canned response like they didn't even read my email.  And it always comes from a different person.  And I cannot send personally identifiable information from my computer as it gets flagged as personally identifiable information and is denied.  And I REFUSE to fax anything just based on the simple fact that I have absolutely no idea who is on the receiving end, if anyone and there is no one to confirm they received it except maybe some random underwriter 3 days later.  With so computer hacking issues many companies experience today, why would I send my driver's license, address, social security number, etc to some random person out in God knows where to be received by whomever whenever they get to it?  
Regards,
[redacted]

August 27, 2015Revdex.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...

Insurance Company[redacted],I’m writing in reply to your letter dated August 21, 2015.I’m sorry to hear of [redacted]’s dissatisfaction with our Snapshot® program. Snapshot calculates results at two points in time; first after we have collected 30 days of data and again when the policy renews. If we have collected 75 days of data at the renewal, we apply a final discount, if applicable. If we have not collected 75 days of data at the renewal, continued monitoring is required for one additional policy term. Our Snapshot Terms and Conditions do advise that we will apply the final results to the renewal pricing.[redacted] enrolled her [redacted] for the second time on February 2, 2015. On March 19, 2015, we applied her 12 percent initial discount, reducing her premium by $22.11 for the remainder of the policy term. Her renewal issued on April 6, 2015. Due to the timing of her enrollment, we were unable to collect 75 days of data by her next renewal. At that time, we had only collected 61 days’ worth of data. Her discount was updated to 19 percent for the renewal term. Because we had not yet received 75 days of data at the renewal event, an additional term of monitoring was required.  Her policy will renew again on November 10, 2015. We will be updating her final results and asking her to return the device on October 10, 2015.  We are aware of a display issue in the Trip Details Report online. If [redacted] would like a spreadsheet of the data collected, we can send an excel file to her.Below are the Snapshot Terms and Conditions for your review:I appreciate the opportunity to clarify the situation and am sorry for any confusion this has caused [redacted]. If you have questions, please call me at 1-440-[redacted].  Sincerely,Rose V[redacted]Rose V[redacted]Consumer Relations Specialist

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 - [redacted]August 15, 2017Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115 Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted]Policy Number: 16625130 Policy Type: Personal Auto NAIC Number: 155-11851 Company Name: Progressive Advanced Insurance Company      Mr. [redacted], I’m writing in response to your follow up letter dated August 9, 2017. Thank you for forwarding Mr. [redacted]’s additional concerns. As we explained in our August 9, 2017 letter, because of the length of time that’s passed, we’re unable to locate Mr. [redacted]s’ call in 2012. However, over the past five years, we’ve sent Mr. [redacted]s 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]s also electronically signed the new policy Application acknowledging the coverages that he requested.  I know this isn’t the outcome Mr. [redacted]s was looking for, and I really wish I had better news for him. Because he didn’t purchase or pay premiums for Collision coverage, we’re unable to pay for the damages to his vehicle.If you have any other questions, please call me at [redacted]. Sincerely, Kevin [redacted]Claim Supervisor

(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

(The following was copy/paste by Revdex.com staff - LST)[redacted]September 21, 2017Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]  Re: File Number: [redacted]   File Name: [redacted] Claim Number: [redacted]     Policy Type: Personal...

Auto    NAIC Code: [redacted]    Company Name: [redacted]              Mr. [redacted],I’m writing in reply to your inquiry dated September 13, 2017. I understand Ms. [redacted] is upset with our decision, and I’m sorry for that. I’m more than happy to review the claim to see what happened.  On January 6, 2017, our customer reported a loss to us. As part of our investigation, we obtained statements from operators of both vehicles, and we ordered and received the accident report. Although Ms. [redacted] didn’t receive a citation, the report noted multiple factors assessing her contributions to the accident. The report lists the following factors: swerved or avoided due to wind, slippery surface, motor vehicle, object, non-motorist in roadway etc. and over-corrected/over steering. The report does not list any contributing factors for our customer. Please keep in mind that there does not have to be a citation issued in a motor vehicle accident to assess fault. We determined that Ms. [redacted] was negligent in the operation of her vehicle and lost control, which caused damage to our customer’s vehicle, which is why we’re seeking recovery for the damages. The police report didn’t list any insurance information for Ms. [redacted], so we searched to see if she had coverage at the time of loss. We discovered that she was uninsured when the loss occurred, so we referred her claim to collections.  I know this isn’t the response Ms. [redacted] was hoping for, and I wish I had better news for her. If you have any questions, please call me at [redacted].Sincerely, Tanya C[redacted]Claims Manager

(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

Consumer Relations Department 6300 Wilson Mills Road, N71C Mayfield Village, OH 44143 Fax: 1-888-569-8942 [email protected] February 9, 2016 Revdex.com 2800 Euclid Avenue - 4th floor Cleveland, OH 44115 Attn: [redacted] Re:...

File Number: [redacted] Customer Name: [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 letter dated February 2, 2016. Mr. [redacted]’s policy was to be effective from September 5, 2015, to March 5, 2016. On the Applciation, we advised we’d charge a $30 Cancel Fee if he canceled the policy during the first policy period. While the policy was active, we made 12 changes that affected the rate. They included coverage changes and the removal and addition of several discounts. On January 1, 2016, we issued an Electronic Funds Transfer (EFT) Payment Schedule advising Mr. [redacted] the total unpaid balance was $134.78 and that he owed $68.38 on February 1, 2016, and $68.40 on March 1, 2016. On January 19, 2016, we issued a revised schedule advising the current total unpaid balance was $161.17 and that we’d withdraw $100.84 on February 1, 2016, and $62.33 on March 1, 2016. Mr. [redacted] contacted us on January 28, 2016, regarding canceling his policy. On January 31, 2016, we issued a revised Coverage Summary advising we removed EFT and its discount. We subsequently canceled the policy as requested effective February 1, 2016, and sent him the $121.45 bill. I'm sorry for any billing confusion and Mr. [redacted]’s frustration, but the current $121.45 balance due is correct. This amount is the difference between the total cost of the policy while it was active, which includes the prorated changes, $30 Cancellation and the Installment fees, and what we received. Mr. [redacted] participated in our Snapshot SM Program. After we canceled the policy, we advised him he needed to return the device for his 2004 [redacted] by February 19, 2016, to avoid a $50 unreturned device charge. If he doesn’t return it, we’ll have to add the $50 to the unpaid balance he owes. I’ve enclosed copies of the Application, recent bills, and Coverage Summary for your review. If you have any questions, please call me at 1-440-395-3384. Sincerely, Dona R[redacted] Dona R[redacted] Consumer Relations Specialist

[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]  To clarify, nobody contacted me.  I did not speak to anyone from Progressive Insurance regarding this complaint to the Revdex.com.   It's too bad I needed to involve a higher authority before they did what was right. This resolution is satisfactory.
Regards,
[redacted]

(The following was copy/paste by Revdex.com staff - [redacted])[redacted]July 13, 2017Revdex.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 Advanced Insurance Company              Mr. [redacted]I’m writing in reply to your inquiry dated July 7, 2017. As a consumer myself, I understand that the amount we pay for insurance is important to all of us, and I appreciate [redacted] wanting to check into this further.On June 1, 2017, [redacted] purchased a policy with us. Our quoting process and Application lets our customers know that they should list all resident relatives and regular drivers on their policy. It also mentions that an excluded driver may increase the policy rate. Please note that listing household members or regular drivers on a policy is for all customers, not just for drivers 25 years old or younger. I’m sorry if there was any confusion.   On June 6, 2017, we sent [redacted] a notice asking her to call us so we can review several items on her policy. On June 8, 2017, we received a call from [redacted]. Initially she let us know that she lived at the policy address alone, but she later confirmed that her parents lived at the address as well. We added her mother and father on to her policy as excluded drivers. On June 11, 2017, [redacted] removed her mother and father from her policy. On June 29, 2017, we received a signed Driver Exclusion Form requesting that we add [redacted]’ mother and father as excluded drivers. We added her mother and father as excluded drivers effective June 11, 2017. The same day we received a request to remove the Electronic Funds Transfer (EFT) payment option. This also caused us to remove the discount that we give our customers for choosing the EFT option. On June 30, 2017, we received a request from [redacted] to cancel her policy. I’ve attached all the Coverage Summary pages showing the increases and decreases in [redacted]’ rate. I understand that [redacted] feels that the balance owed is because we added her parents to her policy. While this does contribute a small amount to the balance, most of what’s due is because she chose the lower down payment option. Because we only required a 10% down payment on her policy, the first month wasn’t entirely paid off. A typical bill plan requires 16.67% down with five additional payments of 16.67% (16.67% x 6 = 100%) to satisfy the entire six-month balance. As you can see, we only asked for a down payment of $110.50, or approximately 10% ($1,173.00/$110.50). I know this isn’t what [redacted] wants to hear, but the amount owed is correct.  I do want to apologize to [redacted] if any of our representatives weren’t professional or respectful to her during our conversations. We’ll look into this matter and provide feedback to any representatives that were less than courteous.  If you have any questions, please feel free to call me at [redacted]Sincerely, Jeff [redacted]Consumer Relations Specialist