Progressive Corporation

(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

---------- 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]

(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

(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

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]

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]

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.

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

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

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

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

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

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]

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

(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

July 8, 2016Revdex.com 2800 Euclid Avenue, 4th floorCleveland, OH  44115Attn: [redacted]Re: File Number: [redacted]File Name: [redacted]Claim Numbers: [redacted]NAIC Number: [redacted] Company: Progressive West Insurance CompanyMs[redacted],I’m writing in reply to...

your letter dated July 1, 2016.Thank you for the opportunity to address [redacted]’s concerns with respect to her property damage and bodily injury claims that occurred in an accident on May 19, 2016 in Stockton, California. Ms. [redacted]’s 2000 [redacted] was rear-ended by our customer, [redacted]. Ms. [redacted]’s [redacted] sustained rear end damage and also damage to the front end resulting from impacting a third car ahead. We completed a damage appraisal to return the [redacted] to its pre-loss condition. Ms. [redacted] has claimed many areas of damage that are not related to this loss but are the result of normal wear and tear and lack of proper maintenance. The [redacted] has over 238,000 miles on the odometer. We sent a letter to Ms. [redacted] on July 1, 2016, after a recent re-inspection detailing the items and issues she feels are still outstanding. We detailed to Ms. [redacted] the items we cannot consider that were unrelated to the accident. We have also addressed and agreed to pay for the correction of a poor fitting rear bumper cover, front grille issue and have agreed to pay for a rental car incurred when these repairs have been authorized and work is underway on the vehicle. Specific to the bodily injury claims of Ms. [redacted] and her daughter, we have offered to meet Ms. [redacted] in person to discuss these claims. Ms. [redacted] has not agreed to meet with us; however, we stand ready to assist her in obtaining medical documentation to support the two injury claims. Our objective remains to resolve the two bodily injury claims as soon as Ms. [redacted] is agreeable to provide us with the necessary documentation and is ready to conclude them.           We certainly value Ms. [redacted] as a customer and if you have additional questions, please call me at 1-916-246.3056. Sincerely, Thomas A. S[redacted]Thomas A. S[redacted]Compliance Manager

(The following was copy/paste by Revdex.com staff - LST)[redacted]From: [redacted]Date: Mon, Mar 12, 2018 at 8:03 AMSubject: Re: Cleveland Revdex.com re: 12707132To: [redacted]Hi [redacted]I saw on the website that that was how they responded.  I thought they would try to get in contact with me personally but they never did.  To elaborate on my issue with progressive they lied when they said she (the other policy holder who had my policy information) didn’t have access to my personal information.  She told me that she was able to see everything all the [redacted] information about a previous accident, the drivers discount certificate that had my birthdate on there, and my home address which included my phone number which is how she reached me.  I’m not satisfied with progressive with how they are trying to cover this up.[redacted]

February 22, 2016Revdex.com 2800 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: [redacted]...

[redacted]Ms. [redacted],Thank you for the opportunity to address [redacted]’s concerns with respect to the repairs to her 2012 [redacted] following a February 13, 2015 accident.  Ms. [redacted]‘s [redacted] was struck on the right quarter panel by another vehicle completing an improper lane change. After the initial repairs to the [redacted], Ms. [redacted] advised us the vehicle was not operating properly. Various warning lights were activated on the dash board for the airbag sensors and the antilock brake system (ABS). We urged Ms. [redacted] to take her [redacted] to the local dealer for a diagnosis of the issues. We advised Ms. [redacted] if there were any issues related to the accident we would pay for supplemental repairs. We further informed Ms. [redacted] if the issues were not loss related the cost of repair would be her responsibility. The secondary repair shop was able to diagnose and resolve the airbag issues. The ABS issues did not appear to be loss related. The ABS sensor is located under the left front fender, which is an area that was well away from the impact zone and no damage was noted on the left side of the vehicle. We did not decline paying for the replacement of the ABS sensor, but we did urge Ms. [redacted] to have the problem diagnosed at a [redacted] dealer so we could determine the root cause of the sensor fault. It should be noted, the secondary repair shop was not affiliated with a local [redacted] dealer.       We remain ready to assist Ms. [redacted] and she will need to let us know when her [redacted] will be located at a dealership so a diagnostic evaluation of the ABS sensor can be completed.  Please call me at 1-916-246-3056 if you have additional questions. Sincerely, Thomas A. S[redacted]Thomas A. S[redacted]Compliance Manager