Progressive Corporation

Please see our response attached.Business response copied and pasted below by Revdex.com staff MT 4/14/17:April 12, 2017Revdex.comEuclid Avenue, 4th FloorCleveland, Ohio 44115Attn: [redacted] RE: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: 155-Company Name: Progressive Premier Insurance CompanyMsT [redacted] I’m writing in reply to your April 7, inquiryI appreciate the opportunity to address MrS [redacted] s concerns regarding our liability decision.Marcus S [redacted] filed a claim with us, stating our customer backed into his vehicle As part of our investigation, we secured statements from both drivers and the witness who was a gas station employee where the loss occurred; reviewed the scene layout, and reviewed damages to MrS [redacted] s vehicle MrS [redacted] told us he was pulling forward from a gas pump to leave the parking lot when he observed our customer backing from a parking space located in front of the storeHe states he saw the vehicle from feet away and then brake lights at feet away; however, he didn’t take evasive action to avoid a collisionThe damage to his vehicle is the front passenger headlight and bumperThe estimated damages total $1,128.73.Our driver stated he turned around and didn’t see anyone, then proceeded to back from his parking space in front of the storeHe started to turn the wheel and was about feet from the parking space when the accident happenedThe damage is to the rear passenger taillight.The store employee witnessed both parties starting to maneuver their vehicles at the same time and collide Based on the statements provided from all parties, the scene layout, and location of damages, we’ve determined our customer to be the proximate cause of the lossWe assigned percent liability to our customerWe found them majority at-fault for not maintaining a proper lookout and yielding the right of way to MrS [redacted] We’ve also determined MrS [redacted] has some shared responsibility in this case and assigned percent liability to himHe saw our customer’s vehicle backing at multiple points and had an opportunity to either brake, honk the horn or swerve to potentially avoid the collisionMrS [redacted] drives a large full-size truck and had a clear vantage point on our customer’s vehicle which is a much smaller Toyota CorollaThe point of impact to MrS [redacted] s truck, which is on the very front corner of the passenger side bumper, indicates he was just getting behind our vehicle when the collision happenedThis further supports that he had a chance to take evasive action to potentially avoid the collision.We’ve offered to pay MrS [redacted] his total damages, less the percent responsibility assigned to him, which amounts to $He’s refused to accept liability in this caseOur liability decision remains unchangedWe’ve tried to contact MrS [redacted] multiple times to discuss his concerns but have been unsuccessful.I know this isn’t the answer that MrS [redacted] wanted to hear, but I do hope this information helps explain how we determined liabilityIf you have any additional questions, please contact me at 1-440- [redacted] Sincerely,Ryan L***Ryan L***Claim Manager

(The following was copy/paste by Revdex.com staff - [redacted] April 2, 2018Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-[redacted] [redacted] [redacted] Company Name: Progressive Specialty Insurance Company [redacted] I’m responding to your letter dated March 11, Thank you for forwarding [redacted] concerns his recent policies and the balances we’ve referred to our collection vendors.While reviewing the information you provided, I was able to locate five different polices that are affiliated with [redacted] or his wife, [redacted] They were all written by the same authorized agent at Insurance Planning out of Cincinnati, OhioAll the policies were started with a valid payment and below is a brief history of each[redacted] Active from July 29, until requested cancellation of November 9, Refund issued for $[redacted] Active from November 14, until we cancelled the policy of December 31, Refund issued for $[redacted] Active from December 30, until requested cancellation of January 28, Refund issued for $[redacted] Active from February 26, until we cancelled the policy due to customer’s prior policy history effective March 26, Balance due after policy cancel $Bill sent for coverage[redacted] Active from March 26, to June 15, until we cancelled the policy for non- paymentThis policy cancelled with a most significant balance of $We issued a final bill and because payment wasn’t received, the balance was referred to our collection vendor in July Please allow me to provide a specific history for this final policy- March 26, – policy issued with two vehicles for a total price of $We received an initial payment of $ March 31, – an additional vehicle (now vehicles) added to the policy, increasing the total price to $April 7, – an additional vehicle (now vehicles) added to the policy, increasing the total price to $April 24, – we were notified that [redacted] required an SR-filing on the policy, increasing the total price to $April 26, – received payment of $290.05.In May of 2017, we attempted to collect a payment of $2659.96, which would have paid for the May policy installment and the catbilling for the multiple vehicles that were added during the first months of the policy for March and AprilBeing at about the half way mark of the six-month policy (March, April and May), given that the total rate was approximately $7814, we would have collected about half of this amountThe $payment was returned from [redacted] bank as not authorizedWe sent a proper notice of cancellation for non-payment and cancelled the policy effective June 15, I’ve provided all the policy documents and a full breakdown showing the charges while the policy was activeThe balance due of $is accurate for the period that we provided coverageIf [redacted] sold any of the vehicles or secured other insurance coverage prior to our cancellation date of June 15, 2017, and would provide documents showing this, we’ll be happy to revise the policy cancellation date and apply any credit to the balance due.As you can see, we provided the requested coverage and are attempting to collect the balance due for the service provided I hope this information has provided a better understanding of what happenedWe take fraud very seriously, and although [redacted] mentions that he feels fraud is involved in this situation, from the information we’ve found it appears he legitimately requested these policiesHe also mentions the change in monthly installment price which is definitely going to happen when the policy experiences so many changes within the first monthThat price of the policy is more than four times the original price[redacted] can make payment arrangements through our collection vendor until the balance is satisfiedIf you have any additional questions, please call me at [redacted] Sincerely,Nancy [redacted] Nancy [redacted] Consumer Relations Specialist

Wilson Mills Road N71C Mayfield Village, OH Fax: 1-888- [redacted] [email protected] November 4, Revdex.com 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 Direct Insurance Company [redacted] , I’m writing in reply to your letter dated October 29, I appreciate the opportunity to address [redacted] ’ concerns with our Snapshot ® programSnapshot considers the total mileage, time of day the vehicle is driven and total hard braking eventsThe Snapshot device will beep when a decrease in speed of mph/second occursThis feedback can help our customers identify situations that are likely to require hard braking and avoid themWe encourage safe driving at all times but realize that hard braking may sometimes be necessary due to circumstances beyond the customer’s control [redacted] mentioned that the Snapshot device beeped regularly when his wife was stopped at a stop signThere may be a delay of several seconds after a hard brake occurs before the audible tone soundsIt’s likely that the beep signaled a hard braking event that occurred as she was approaching the stop signFor the [redacted] ***r listed on [redacted] ’ policy, Snapshot recorded hard brake events in trips over 1,miles driven from June 4, 2015, through October 23, Based on the data collected, we applied a percent Snapshot discount to his renewal policy period beginning November 21, Some of our customers elect to try the program a second time for better results, and this option is available to [redacted] and his wife as wellI’m sorry for the frustration this caused [redacted] If you have any questions, please call me at 1-440- [redacted] Sincerely, Karen B [redacted] Karen B [redacted] Snapshot Process Consultant

March 16, 2016Revdex.com Euclid Avenue, 4th FloorCleveland, OH Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Marathon Insurance Company Ms [redacted] , I’m writing in response to your follow up letter dated March 10, 2016.We investigated the claim due to a discrepancy of information found at the inception of the policyAfter a thorough investigation, we confirmed that the [redacted] was not garaged at the policy address provided at the inception of this policy and our customer [redacted] ***, had no insurable interest in the [redacted] **Therefore, we denied this claim based on fraud and misrepresentation of material facts at the policy inception.If you have any further questions, please call me at 1-269-459-3457.Sincerely,Kristi Y***Kristi Y***Claims Manager

[redacted] ***)***April 25, 2017Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: Lou [redacted] Re: File Number: Customer Name: Hector [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive County Mutual Insurance CompanyMr [redacted] ,Thank you for your letter dated April 19, I appreciate the opportunity to address Mr [redacted] ’s concerns.We strive to create a pleasant claims experience for our customersOur goal is to delight all our customers and I’m sorry we didn’t in this instanceWe appreciate Mr [redacted] ’s loyalty and do want to clarify why the premium changed on his policy Mr [redacted] ’s policy began on September 27, During our claim investigation, we determined that his daughter was the regular driver of one of his listed vehicles, and wasn’t listed as a driver on his policyWe require all resident relatives years of age or older, and all regular drivers of policy vehicles, to be listed on the policyMr [redacted] didn’t list his daughter, Astriz [redacted] , who was years old at the time that he started the policyBecause she wasn’t a listed driver on the policy, the policy wasn’t rated appropriatelyWe afforded coverage for this loss, and subsequently added his daughter as a driver to the policy, which did result in a significant increase in premium A new Coverage Summary was emailed to Mr [redacted] , outlining the addition of his daughter to the policyAlso, the Three-Year Safe Driving Discount was removed from the policy, because of the accidentThe Coverage Summary reflected an increase of $for the policy period ending on March 27, Mr [redacted] ’s policy canceled due to nonpayment on April 17, The total amount owed after cancellation is $I’ve attached a copy of his Final Bill, which provides a breakdown of the amount owed after cancellation The accident is considered an at-fault loss because the driver, Astriz, had a duty to maintain control over the vehicle and drive at an appropriate speed even in poor weather conditions, yet failed to do so I’m sorry for the frustration this has caused Mr [redacted] If you have any questions, please call me at [redacted] .Sincerely,Mary AhmadzadehClaims Supervisor

(The following was copy/paste by Revdex.com staff - ***)***July 13, 2017Revdex.com, IncEuclid 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, 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 usOur quoting process and Application lets our customers know that they should list all resident relatives and regular drivers on their policyIt also mentions that an excluded driver may increase the policy ratePlease note that listing household members or regular drivers on a policy is for all customers, not just for drivers years old or youngerI’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 policyOn 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 wellWe added her mother and father on to her policy as excluded driversOn June 11, 2017, [redacted] removed her mother and father from her policyOn June 29, 2017, we received a signed Driver Exclusion Form requesting that we add [redacted] ’ mother and father as excluded driversWe added her mother and father as excluded drivers effective June 11, The same day we received a request to remove the Electronic Funds Transfer (EFT) payment optionThis also caused us to remove the discount that we give our customers for choosing the EFT optionOn June 30, 2017, we received a request from [redacted] to cancel her policyI’ve attached all the Coverage Summary pages showing the increases and decreases in [redacted] ’ rateI understand that [redacted] feels that the balance owed is because we added her parents to her policyWhile this does contribute a small amount to the balance, most of what’s due is because she chose the lower down payment optionBecause we only required a 10% down payment on her policy, the first month wasn’t entirely paid offA typical bill plan requires 16.67% down with five additional payments of 16.67% (16.67% x = 100%) to satisfy the entire six-month balanceAs 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 conversationsWe’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

[redacted] August 22, 2017Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Lou [redacted] Re: File Number: [redacted] Customer Name: Armand [redacted] Claim Number: [redacted] Policy Type: Boat Policy NAIC Number: [redacted] Company Name: Progressive Advanced Insurance CompanyMr [redacted] ,I’m responding to your letter dated August 16, I understand that Mr [redacted] is not satisfied with the Mr [redacted] has been indemnified for the damages relevant to the loss involving his SeaRay Cuddy CabinWe provided an estimate to replace the propeller and miscellaneous small items required when replacing the propellerIn addition, we paid the marina repair shop to refloat our customer’s boat to determine the causation of water intruding in the bilgeThere are no physical damages to the skeg, prop shaft or the lower unit housingThe absence of damages to these components and water entering the bilge do not correlate with each other.Mr [redacted] signed an authorization, and we informed him that he would be responsible for any charges that were deemed not related to the loss, such as removing the engine We communicated the partial denial to our customer on February 12, after confirming the result of water instruction into the bilge was due to a corroded Y-exhaust pipeOur manager also confirmed the partial denial to Mr [redacted] B on March 15, 2016.The claim for damages to the propeller was covered, however, the damages to his engine and Y-exhaust have been denied under Part IV Physical Damage coverage, specifically the partial denial of coverage was due to exclusion #8: a) wear and tear; b) mechanical, electrical, or structural breakdownI’m sorry for the inconvenience this situation has caused Mr [redacted] If you have any questions, please feel free to contact me at [redacted] .Sincerely,Darrell [redacted] Claims Manager

Consumer Relations Department Wilson Mills Road, N71C Mayfield Village, OH Fax: [email protected] February 9, Revdex.com Euclid Avenue - 4th floor Cleveland, OH 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, Mr [redacted] ’s policy was to be effective from September 5, 2015, to March 5, On the Applciation, we advised we’d charge a $Cancel Fee if he canceled the policy during the first policy periodWhile the policy was active, we made changes that affected the rateThey included coverage changes and the removal and addition of several discountsOn January 1, 2016, we issued an Electronic Funds Transfer (EFT) Payment Schedule advising Mr [redacted] the total unpaid balance was $and that he owed $on February 1, 2016, and $on March 1, On January 19, 2016, we issued a revised schedule advising the current total unpaid balance was $and that we’d withdraw $on February 1, 2016, and $on March 1, Mr [redacted] contacted us on January 28, 2016, regarding canceling his policyOn January 31, 2016, we issued a revised Coverage Summary advising we removed EFT and its discountWe subsequently canceled the policy as requested effective February 1, 2016, and sent him the $billI'm sorry for any billing confusion and Mr [redacted] ’s frustration, but the current $balance due is correctThis amount is the difference between the total cost of the policy while it was active, which includes the prorated changes, $Cancellation and the Installment fees, and what we receivedMr [redacted] participated in our Snapshot SM ProgramAfter we canceled the policy, we advised him he needed to return the device for his [redacted] by February 19, 2016, to avoid a $unreturned device chargeIf he doesn’t return it, we’ll have to add the $to the unpaid balance he owesI’ve enclosed copies of the Application, recent bills, and Coverage Summary for your reviewIf you have any questions, please call me at 1-440-395-Sincerely, Dona R [redacted] Dona R [redacted] Consumer Relations Specialist

February 3, 2016Revdex.com Euclid Avenue, 4th FloorCleveland, OH Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: [redacted] NAIC Number: [redacted] Company Name: Progressive Advanced Insurance Company Ms [redacted] ,I’m writing in response to your letter dated January 29, I appreciate the opportunity to address Ms [redacted] ’s concerns about her policy.When Ms [redacted] purchased her policy on April 2, 2015, she agreed to participate in our Snapshot ® ProgramWe sent the Snapshot device to Ms [redacted] and instructed her to plug in the device and begin the monitoring periodOn May 11, 2015, we added an initial Snapshot ® Discount to the policy, which resulted in a prorated credit of $25.98, reducing the rate from $to $598.On September 5, 2015, we sent Ms [redacted] a Renewal Offer advising the current policy will expire on October 2, We sent a bill explaining we must receive a minimum payment of $by October 2, 2015, to avoid a lapse in her coverageThis amount included a $balance owed on the expiring policy period.On September 17, 2015, we sent Ms [redacted] a Reminder Notice again advising the policy will expire as of 12:a.mon October 2, 2015, unless we receive a payment by October 2, Because we did not receive a payment, the policy expired on October 2, 2015, and did not renewWe sent Ms [redacted] a Final Bill letting her know the policy ended with a balance due of $on the expired policy periodWe also sent Ms [redacted] a letter asking her to return the Snapshot device and explained if we did not receive the device, we would charge a $unreturned device feeWe included a return envelope to send the device back.Ms [redacted] did not return the device as requested, which resulted in a $feeOn October 21, 2015, we sent Ms [redacted] a bill for the revised balance due of $71.45.On January 16, 2016, we received a call from Ms [redacted] asking about the balance due and if she can renew her policyWe explained the reason for the balance due, which did include the $unreturned device fee and let Ms [redacted] know once we received the returned Snapshot device, we would remove the $feeMs [redacted] acknowledged that she had the device and advised she would send the device back to get the fee removedWe advised Ms [redacted] that we would send her another return mailer so she could easily return the device for policy creditWe confirmed her mailing address and explained that because the policy was expired over days, the option to renew the policy was no longer available and she would have to purchase a new policyWe then transferred her call to an agent who provided Ms [redacted] with a quote for a new policyOn January 27, 2016, Ms [redacted] called back and did speak to [redacted] about renewing her policyI reviewed Ms [redacted] ’s call and confirmed that [redacted] was very courteous to Ms [redacted] He explained that we sent her a return mailer on September 5, 2015, and again on October 9, 2015, with a letter asking her to return the Snapshot device [redacted] confirmed the mailing address we had on file was correct and offered to send another mailer to Ms [redacted] He also clearly explained to Ms [redacted] that because the policy expired over days ago, we did not have the option to renew it and she would have to purchase a new policyMs [redacted] asked [redacted] to give her a confirmation number for her callHe explained we do not give a confirmation number for our calls, but we do record each callHe did however, advise Ms [redacted] that he would document her policy that she called To date, we still have not received the returned Snapshot deviceOnce we do, we will be happy to remove the $unreturned device fee from the policy.I’m sorry for the misunderstandingIf you have any questions, please call me at 1-440-620-Sincerely, [redacted] Consumer Relations SpecialistEnclosures

September 2, Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Specialty Insurance Company [redacted] ,I am in receipt of [redacted] ’s follow up request regarding her experience with our claims representative from the automobile accident occurring on July 23, As I indicated previously, I gathered very specific and direct feedback from [redacted] regarding her concerns so as to appropriately coach our employeeI’m unable to comment with specific details regarding any type of disciplinary action as this is considered a confidential employee matterI can assure you that customer service is a top priority for usAt this time, we’re still not in receipt of any subrogation demandNo documentation has been provided for our reviewUpon receipt of such demand, we are willing to pay our portion of a reasonable rental expenseShould you have any further questions or concerns, please do not hesitate to contact meI can be reached at [redacted] .Sincerely,Debra B [redacted] Debra B***Claims Manager

Consumer sent the following response:HiFinally after many mental abuse and activation of fraud link and lies,I got my claim today that could never happen if your help was not there.Thanks and Blessing [redacted] [redacted] ***

February 2, 2016Revdex.com, IncEuclid 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 Southeastern Insurance Company Ms [redacted] ,I am writing in reply to your inquiry dated January 26, I have reviewed Mr [redacted] ’ policy and we are more than happy to help resolve his issueI am unable to locate any correspondence requesting cancellation of his policyIn North Carolina, we do require a written request in order to cancelIf Mr [redacted] forwards copies of his emails requesting cancellation, I will make an accommodation to change the cancel dateMr [redacted] can also provide us with a dated Coverage Summary Page showing the [redacted] had insurance elsewhereI do have to inform Mr [redacted] that in North Carolina, when a customer requests cancellation of their policy versus us canceling for non-payment, we are required to cancel short-rate, which may affect the amount owed or refund dueI look forward to assisting Mr [redacted] He may send any documentation to [email protected] include my name and policy number 33738878-on any correspondence If you have any questions, please feel free to call me at 1-440-620-6940Sincerely, Jeff P***Jeff P***Consumer Relations Specialist

March 8, 2016Revdex.com, IncEuclid 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 Specialty Insurance Company Ms [redacted] ,I am writing in reply to your inquiry dated March 2, Thank you for the opportunity to clarify the situationOn January 14, 2016, Mr [redacted] reported a claim to usWe denied the claim because an unlisted driver was operating his vehicle at the time of lossOn January 22, 2016, we verbally informed Mr [redacted] of the denial, and on January 29, 2016, we mailed a denial letterBecause Mr [redacted] does not have coverage under his policy, we have assisted him in filing a claim with State Farm, which is the at fault party’s insurance companyI am sorry for any frustration Mr [redacted] may have experiencedIf you have any questions, please call me at 1-610-249-Sincerely, Charles A [redacted] Charles A [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 I was with my wife on several occasions when the beeping from the snap shot device occurred As a police officer I can confirm it was in no way hard braking of any sort, nor was there any weather conditions that would make this occur Further as this was only one third of the graded criteria I am amazed that this would be considered a 98% reduction in what they started was a possible 30% discount...I am truly amazed at this as my wife is a yoa female with a perfect driving record Since I put this complaint up I have received comments from several others who have the same complaint I am saddened that a company would use this as a sales pitch and then be so totally in their statements, I for one am willing to inform others and cancel my policy Regards, [redacted]

[redacted] September 13, 2017Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Lou [redacted] Re: File Number: [redacted] Customer Name: Joseph [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance CompanyMr [redacted] ,I’m responding to your letter dated September 8, Thank you for forwarding Mr [redacted] ’s concerns I’d like to provide a brief history of the recent policy events.Mr [redacted] ’s monthly payment was most recently set up to be automatically withdrawn from his bank account on the 10th of each month, using our Electronic Funds Transfer (EFT) billing optionHis most recent policy term was from February 10, to August 10, 2017, and his average monthly payment was approximately $In mid-July, we sent his Renewal Offer indicating that his monthly payment would be increasing to approximately $per month due to a change in his driving history.He called us on August 9, 2017, the day before the policy renewal, and requested payment arrangements, because he didn’t have the entire $that was due to avoid a coverage lapseWe arranged to allow a tolerance payment of $but also let him know that we’d immediately send out a 10-day Cancellation Notice for the balanceWe sent a Cancel Notice on August 17, to be effective August 28, Because we didn’t receive the needed payment, we cancelled the policy and refunded $of the unused premium to Mr [redacted] ’s credit card.We are unable to refund Mr [redacted] ’s payment of $213.24, because we provided coverage during those first weeks of his recent renewal periodIf he secured other coverage, we agree that he doesn’t need two policies, and if he’ll send us a copy of his other coverage showing the duplication, then we’ll refund his payment.We are respectfully declining his request to offer a reinstatement, because we made a concession to take a smaller paymentMr [redacted] was fully aware of the arrangement and the additional payment needed and didn’t keep his part of the agreement.I’m sorry for the inconvenience this situation caused Mr [redacted] , and although we won’t reinstate this policy, we will assist him in quoting a new policy moving forward.If you have any questions, please call me at [redacted] .Sincerely,Nancy [redacted] Nancy [redacted] Consumer Relations Specialist

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] iT IS A LIEfIRST OF ALL THEY BROUGHT STUFF UP THAT WAS not ASKED ABOUT2ND THEY LIED ABOUT THE TOWINGI HAVE WITNESSES, THAT THE TOWE TRUCK CAME AT 7.15PM AND TOWED TO MY APARTMENTI ALSO HAVE WITNESSES OF ME WAITING FOR THE TOW TRUCK3RD THE CAR WAS NOT TOWED ON APRIL TO THE REPAIR I HD TO CALL AGAIN ON APRIL AND WAIT MINUTES AND IT WAS TOWED TO WHERE THEY REPAIRED ITI TALKED TO A VERY RUDE PERSON WHO CALLED HER SELF HAYLEY AND SHE TOLD ME IT WAS MY LAST TOW WHICH I DO NOT UNDERSTAND BECAUSE THE TOW TRUCK DRIVER SIAD THEY WERE NOT! GOING TO CHARGE ME FOR STA TOW BECAUSE IT WAS A SHORT DISTANCE.I HAVE AN EMAIL DATED MARCH 29TH FROM LAUREN C [redacted] SAYING SHE WOULD BE HAPPY TO HELP US OUT ON OUR CLAIM AND WE WERE COVERED!!!!!!!!!!!!! SO THAT IS A LIE ALL I WANT YOU TO DO IS GET MY OFFI HALF ALSO NOTIFIED MEDIA DN INSURANCE COMMSSIONERPLEASE HELP ME FIGHT AND GET MY OFFTHESE PEOPLE ARE LYING

August 15, 2016Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] - [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: ***- [redacted] Company Name: Progressive Casualty Insurance CompanyMs [redacted] ,I’m writing in reply to your letter dated August 8, 2016.Ms [redacted] began her policy on June 28, 2016, over the phone through her agency, [redacted] Family InsuranceAt that time, she made a payment of $from a bank account ending in The policy was on our Electronic Funds Transfer (EFT) bill plan and a bank account ending in was provided to automatically withdraw their monthly payments On June 30, 2016, MrIstel requested to cancel this policy through his agentPer our guide***s, when a policy is on EFT and is canceled, we hold the funds for days and refund the money to the EFT accountWe sent a refund of $to the EFT account on July 10, On July 27, 2016, Ms [redacted] spoke with one of our supervisorsOur supervisor called out to the agency and the agent advised that several bank account numbers were provided during the quoting of this policy, but that only the account ending in worked for the paymentMs [redacted] advised our supervisor that the account ending in maybe her husband’s accountShe advised she would check and call us backNo further calls were made to usMs [redacted] needs to confirm that the account ending in isn’t hers or her husband’s accountThis account is a [redacted] bank accountOnce this is confirmed, she can call us at 1-800-888-for additional assistanceI attempted to call out to Ms [redacted] today to discuss this situation and left her a voicemailI’m sorry for any frustration this situation has caused Ms [redacted] If you have questions, please call me at 1-440-620- Sincerely,Stephanie C***Stephanie C***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 Regards, [redacted] To whom it may concern, In regards to this matter, my policy should not have been changed periodIt was set up already and the insurance companies are always doing something to get extra money but don't want to pay out on claims and if so the rates increaseHow can this company say there is a justified change when I didn't agree to it I am asking for the services I need, not what the company thinks I should have then draft the amount out of my checking account as if to say my other bills don't matter! That is too much power I asked specifically for what I needed no more ,no lessIt is not fair to change my policy for that reason

Consumer responseSee attached document In response to the letter sent on January 31st from Progressive Auto insurance/Revdex.comThe letter indicated that payment was received on January 4th our concern is how the payment was received on January 4th and cleared my bank in the same dayAlso the letter stated that it was entered in on the 29th of December so they received it before the date statedThe automated system that we have recorded started the payment was received on the 29th so if it was received on the 29th the postmark date was before the 29thWe also spoke with one of their supervisor Ms.Kathy [redacted] and she indicated that the payment went to a bank and was sitting in a lock box..We have attached a copy of the bank statement and a copy of the check

(The following was copy/paste by Revdex.com staff - ***)***July 25, 2017Revdex.comEuclid Avenue, 4th FloorCleveland, Ohio 44115Attn: [redacted] RE: File Number: [redacted] File Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive American Insurance CompanyMr [redacted] ,I’m writing in reply to your July 19, inquiryThank you for forwardingMr [redacted] ’s concerns regarding our [redacted] ® Program, and the price of our Renewal OfferI appreciate the chance to provide some additional information that will address Mr [redacted] ’s concernsMr [redacted] did participate in the [redacted] Program, and received a discount of $on the renewal [redacted] considers total mileage, time of day the vehicle is driven, total hard braking and acceleration events, and trip regularityThe [redacted] device will beep when a decrease in speed of 7mph/second occurs.The [redacted] ’s saved $on the KIA SEDONA based on the following data: trips were taken in hours6,miles were driven with hard braking eventsA total of $was saved on the FORD MUSTANG based on the following data: trips were taken in hours2, miles were driven with hard braking eventsThere were two factors that caused the renewal price to change: - An overall price increase that affected our customers in Florida - When the policy started in February 2017, the policy included an $discount for participating in the [redacted] programThat discount was replaced by the $final discount at renewalThe effect from [redacted] on her renewal price is a reduction of $32, the difference between her original participation discount, and the larger discount she earned based on safe driving.Mrs [redacted] could re-enroll in the program and try to earn a higher discountCustomers may save up to 20% or receive up to 10% surcharge based on the data collectedThe device must be plugged in for an entire policy period or months, if she chooses to re-enroll againWhatever the final discount or surcharge earned, it would be applied to the policy, and the old discount would be removedIf Mrs [redacted] would like to speak to us and re-enroll in the [redacted] program, she can contact us at 877-329-7283, we’ll be glad to help.Sincerely,Eva [redacted] Consumer Relations Specialist