Progressive Corporation

Attached is our response.Business response copied and pasted below by Revdex.com staff 2/1/17:January 10, 2017Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] File Name:   [redacted]  Ms. [redacted],I’m...

writing in reply to your letter dated January 5, 2017. Thank you for the opportunity to address Mr. [redacted]’s concerns with the mailers he received from us. We get the names for our mailing lists from a national database compiled by Epsilon, a marketing and data management company. However, I can definitely have Mr. [redacted] removed from our mailings. I’ve submitted the request, which will omit him from future mailings as well as from our data vendor’s list. The process can take up to four to six weeks, and I apologize in advance for any other mailers Mr. [redacted] should receive from us during this period. If you have any questions, please call me at 1-440-910-6392.Sincerely, Anna O[redacted]Anna O[redacted]Consumer Relations Specialist

July
14, 2015
 
RevDex.com, Inc.
2800
Euclid Ave, 4th
floor
Cleveland,
Ohio 44115-2408
Attn:
[redacted]
 
Re: File
Number: [redacted]
File
Name: [redacted]
Claim
Number: [redacted]
Policy
Type: Personal Auto
NAIC
Number: [redacted]
Company
Name: Progressive County Mutual Insurance Company
 
 
[redacted],
 
I’m
writing in reply to your follow up letter dated July 6, 2015.
 
I’m
sorry [redacted] disagrees with our investigation and findings
concerning the amount of damage to his property related to this loss.
We completed our estimate of his property damages based on the
findings of our investigation. We paid [redacted] for the owed damages that are the direct result of this loss. If
additional damages are found during the repairs of [redacted]’s
property, we are open to meeting with [redacted], his property manager,
or the contractor completing the repairs to address any new
information.
 
If
you have any questions, please call me at 1-[redacted].


Sincerely,
 
David
B[redacted]
David
B[redacted]Multiline Claims Manager

(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

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.
This matter is not resolved in my book. The company held my car illegally and unethically, and out of compliance in regards this matter. I still believe I did not owe the company anything and believe this is a billing dispute. I don't agree with their response as they didn't not address the nature of my complaint.
Regards,
[redacted]

Response attachedBusiness response copied and pasted below by Revdex.com staff MT 2/9/17:February 7, 2017Revdex.com, Inc.2800 Euclid Ave, 4th Floor Cleveland, Ohio 44115-2408Attn: Melissa TrahanRe: File Number: [redacted] Customer Name: [redacted] on behalf of J&J W[redacted] Trucking LLC  Policy Number: [redacted] Policy Type: Commercial Lines NAIC Number: [redacted] Company Name: Progressive Casualty Insurance CompanyMs. T[redacted]I’m writing in reply to your letter dated February 1, 2017. On November 4, 2016, we quoted Mr. W[redacted]’s policy twice at the rate of $12,871, but with each quote, we couldn’t obtain a valid motor vehicle report (MVR) using the information provided. On November 13, 2016, we sold the quote with an unverifiable driver record surcharge at the rate of $28,013. The Application and Declarations Page clearly show that a motor vehicle report (MVR) wasn’t obtained. We received a call from Mr. W[redacted]’s agent, Gary, who provided us with valid driver information. We ordered and received a valid MVR that indicated a number of violations, which revised the rate to $27,891.  On November 28, 2016, we received a call from Mr. W[redacted] to cancel his policy, which we canceled 35 days from the call date, January 2, 2017, as our guidelines require when filings exist on a Commercial Policy. After reviewing information in SAFER, we confirmed thatMr. W[redacted] did not revoke his authority until January 10, 2017. Based on the information we received, we rated Mr. W[redacted]’s policy correctly. The balance due of $1,938.80 remains due for coverage provided from November 4, 2016, to January 2, 2017.I’m sorry for the frustration and inconvenience this has caused Mr. W[redacted]. If you have any questions, please call me at 1-440-910-1445. Sincerely,[redacted]Commercial Resolution 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.
Revdex.com,The company says that a rock chip magically appeared where the paint bubble was which is quite the chance but the fact is they won't let a third party settle this. I've offered to take it to a third party body shop (which I had already done to get an estimate) to get their opinion. If they said it was a rock chip (doubtful) then I would drop it but if they said it was because of issues of the paint I wanted progressive to cover it. Progressive has refused, I believe this would be a fair option. Basically what they have told me is "if we say it is a rock chip, it is a rock chip and there is nothing you can do." So in any case of paint issues Progressive can just claim rock chip and refuse to cover their own faulty work. I've tried multiple options to work with them including the third party I mentioned (which is one of their approved service centers) and they have refused all avenues to come to some middle ground. 
Regards,
[redacted]

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

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.attached you will find my April bank statement that's confirms that April payment was made for $227.50
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Derek Buchelly

[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 - LST)[redacted]November 21, 2017Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted]Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number:...

[redacted] Company Name: Progressive County Mutual Insurance CompanyHello Mr. T[redacted]Thank you for your letter dated November 15, 2017. I hope the following information helps Mr. S[redacted] to understanding our decision.I’m very sorry that Claims Representative Cynethia [redacted] failed to provide Mr. S[redacted] with the excellent level of service that we want to provide all customers. There’s no excuse for not returning phone calls or lack of follow up on a claim. This is unacceptable and not the level of service that any customer should receive. I’ve provided feedback about Mr. S[redacted]’s experience to her supervisor for coaching purposes. We’ve completed a thorough liability investigation into the loss between Jonathan W[redacted] (the driver of our customer’s vehicle) and Mr. S[redacted]. Our investigation included detailed recorded statements from Mr. W[redacted] and Mr. S[redacted], an analysis of the scene and a review of the points of impact to both vehicles.On October 11, 2017, we obtained a statement from Mr. W[redacted] regarding this loss. He stated that he was traveling westbound on Parker Road in the left lane. The left lane splits into two lanes, both requiring a left turn at the intersection. Mr. W[redacted] continued straight, turned on his right turn signal to indicate he was going to continue forw[redacted] and stay in the right of the two left turn lanes. Mr. W[redacted] continued forw[redacted] into the right lane of the two left hand lanes. No lane change needed to be made because Mr. W[redacted] had control of the lane. Suddenly, Mr. S[redacted] changed lanes in front of Mr. W[redacted] in an attempt to enter the turning lane. Mr. S[redacted] indicated that the loss occurred further along West Parker Road where the lane Mr. S[redacted] had control of already split into two lanes. Mr. S[redacted] states he was in that right lane of the two left turn lanes when Mr. W[redacted] changed lanes and struck Mr. S[redacted].Both drivers stated they had control of the lane and the other changed lanes into their vehicles. There’s no police report or witnesses. The points of impact support Mr. Ward’s statement that the middle to rear left side of Mr. S[redacted]’s F150 struck the front right of Mr. Moya’s (our customer) 2014 Chevrolet Malibu. This would support Mr. S[redacted] not seeing the Malibu due to being in a larger vehicle and the Malibu being slightly behind Mr. S[redacted]. On November 2, 2017, Ms. J[redacted] called Mr. S[redacted] and left a voicemail on his cell phone and sent him an email advising him of our liability decision.I know this isn’t the answer that Mr. S[redacted] wanted and I’m sorry I don’t have better news. If you have any questions, please call me at [redacted]Sincerely,[redacted]Claims Manager

Response attached Business response copied and pasted below by Revdex.com staff MT 1/3/2017:December 29, 2016Revdex.com, Inc.2800 Euclid Avenue 4th FloorCleveland, OH  44115-2408Attn:  [redacted]Re:  File Number: [redacted]       Customer Name: [redacted]...

[redacted]       Claim Number: [redacted]       Policy Number: [redacted]        NAIC Number: 155-44180       Company Name: Mountain Laurel Assurance Company Ms. I[redacted]I’m writing in reply to your letter dated December 24, 2016. I appreciate the opportunity to clarify the situation.We issued Mr. H[redacted]’s policy with an effective date of December 18, 2016 that indicated the time of purchase as 9:01 p.m. On December 19, 2016, we received report of a claim from Mr. H[redacted] that occurred on December 18, 2016 at approximately 11:00 p.m. in Memphis, Tennessee. He informed us that his prior policy through [redacted]nsurance cancelled on December 17, 2016.   The details of our investigation confirm this was a single vehicle accident.  Mr. H[redacted] did not report the accident  to the police and there were no independent witnesses. In our efforts to investigate to confirm that the loss occurred within the policy period, we asked Mr. H[redacted] who he contacted directly after the loss. He confirmed that he contacted his sister, as he was in route to pick her up. In our contact with Mr. H[redacted]’s sister, she stated that the loss occurred on December 17, 2016, and that she obtained a ride to Mr. H[redacted]’s location from her place of employment. Therefore, we have our Special Investigative Unit investigating the loss to confirm it occurred within the policy period.    We contacted Mr. H[redacted] on the date he reported the loss, December 19, 2016, and again on December 20, 2016 and December 23, 2016. The claims representative was out of the office for two days due to the holidays.On December 26, 2016, we spoke with Mr. H[redacted] and provided an update on the status of the investigation and claim coverage issues.We are  continuing to investigate the date of the loss to confirm that it took place within the policy period and have advised Mr. H[redacted] verbally and in writing of the coverage issues. We mailed a letter to Mr. H[redacted] on December 23, 2016. It may not have arrived at his address yet, but is in route. We will continue to keep Mr. H[redacted] updated on  the investigation. I’m sorry for the inconvenience Mr. H[redacted] has experienced. If you have any questions, please call me at [redacted] Sincerely,[redacted]Claims Director

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.Again I reject progressive's response.At no time did progressive consider the restoration costs involved on this vehicle.They attempted to undervalue the car from the beginning.Why wasn't the NADA used for their initial offer?Why did they decline to examine the receipts and photographs I offered to them to allow for an accurate appraisal? In an effort to come to  a reasonable conclusion to this dispute I would like to meet with a representative from progressive and a mediator chosen by the Revdex.com.         Regards,[redacted]

January 28, 2016Revdex.com, Inc.2800 Euclid Avenue 4th FloorCleveland, OH  44115-2408Attn:  [redacted]Re:  Email Address Ms. [redacted],I’m writing in reply to your letter dated January 22, 2016. I appreciate Mr. [redacted] bringing this to our attention and allowing us the...

opportunity to clarify the situation.We have removed the email address from our customer's policy and Mr. [redacted] should not be receiving any future emails. We do have procedures in place to attempt verification of the email address when a customer purchases a policy with us. When an incorrect email address is provided, this prevents our customers from receiving important communications regarding their policy. I've contacted the agency to make them aware, and they will notify our customer.I'm sorry for the inconvenience Mr. [redacted] experienced. If you have any questions, please call me at 1-440-620-6942.    Sincerely,Annie G[redacted]Annie G[redacted]Consumer Relations Specialist

October 6, 2017     Revdex.com 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 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   Mr. [redacted],   I’m responding to your letter dated September 29, 2017. Thank you for the opportunity to address [redacted]’s concerns about his initial policy quote and the increase due to the changes when we verified his information via his Motor Vehicle Report (MVR) and Claims Loss Underwriting Exchange/claims history report (CLUE).   [redacted] called us on September 26, 2017 for a quote on his auto policy, homeowner policy and umbrella policy. The first quote provided was his auto policy. Our Sales Representative secured all the vehicle, coverage and driving history information. When we asked [redacted] about his claims history in the past five years, he disclosed one windshield/comprehensive claim. When we asked him about accidents, he replied, none. When we asked him about tickets or violations, he stated that he received a ticket for a taillight that was out, but stated that he went in front of a judge and that it was a non-moving violation. Our representative didn’t note the quote because there was nothing to match a violation for a non-working tail light, and [redacted] stated it was a non-moving violation. The representative agreed to quote including all the discounts (Multi- Policy and Paid in Full) was $385. [redacted] indicated at that point he would need to see what our quote was for both the home owners and umbrella policy before purchasing.   At that point, [redacted] was transferred to a Sales Representative for his home owners and umbrella policy.   On September 27, 2017, [redacted] called to go over the auto policy. Our representative went over the coverage in detail, and when the MVR and CLUE reports were verified, she relayed the price to [redacted] as $520. She explained that the CLUE report revealed two comprehensive claims, when he only reported one on the quote, and his MVR revealed an Operating Unsafe Vehicle violation, which they both agreed was most likely the tail light citation that [redacted] described. [redacted] disputed that this should be charged as a MMV/minor moving violation, however, our rule filing with the state recognizes a violation for Operating an Unsafe Vehicle as a minor moving violation and a surcharge is applied.    Later in the day on September 27, 2017, [redacted] called to ask for assistance in signing the paperwork for his home owner’s policy and umbrella policy, and to let us know of a typo error in the spelling of his street information. At that time, the auto policy price was not yet adjusted to the $520 price, because it can take a few hours for our system to refresh and recognize the bundle of policies (auto/home owners/umbrella) and apply the Multi Policy Discount. At that point, [redacted] became upset at the time it was taking for the price to reset for the policy discounts.   On September 28, 2017, [redacted] called us to let us know he was unsatisfied with the policies and requested cancellation. We cancelled the policy and he was provided a full refund.   If you have any questions, please call me at [redacted].   Sincerely,   Nancy A[redacted]   Consumer Relations Specialist

Bc may side view camera worked before the wreck the camera is not working on the side of the wreck if there is contamination in the connection it happened due to the wreck or repairs, I did not take my car for a independent diagnostic at bmw it was the dealer they took the car for repairs. They had the car for 6 weeks. I was also told they did not pull the line camera bc it would be to time intensive/expensive. They missed the problem on the original repair/estimate and now don’t want to pay for it. There were blatant lies in the man from progressive response,

Revdex.com: Tuesday, January 10, 2017: I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I want to thank Melissa Trahan Dispute Resolution Special for her service and the attention of Anna O[redacted] Consumer Relations Specialist for responding with the corrective action. 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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Please see our response attached.Business response copied and pasted below by Revdex.com staff MT 2/1/17:January 30, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, Ohio 44115Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy...

Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Select Insurance CompanyMs. [redacted],I’m writing in reply to your January 23, 2017 inquiry. I appreciate the opportunity to address Mr. [redacted]’s concerns and clarify the situation.After reviewing Mr. [redacted]’s complaint and the policy history, I’ve made a business decision to add the Five Year Accident Free Discount onto the policy. A refund in the amount of $83.55 will be mailed under separate cover. The refund is schedule to me mailed on February 6, 2017. Mr. [redacted]’s policy is now paid in full until April 1, 2017, when it expires.I’m sorry for any frustration Mr. [redacted] experienced, it wasn’t our intention.If you have any questions, please call me at 1-440-620-6941. Sincerely,Eva D[redacted]Eva D[redacted]Consumer Relations Specialist

May 13, 2016 Revdex.com 2800 Euclid Avenue - 4th floor Cleveland, 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 Premier Insurance Company of Illinois Ms. [redacted], I'm writing in reply to your letter dated May 6, 2016. I'm sorry for the frustration Ms. [redacted] experienced. We want to provide virtu[redacted] perfect customer service on every claim, and I’m sorry that we didn’t meet either of our expectations. From both of our perspectives, there were delays in the claims process and confusion on where we should send the payments. Per our records, Ms. [redacted] submitted a theft claim with a reported date of loss of October 31, 2015. We had to complete an initial investigation to confirm the reported facts of loss. The vehicle was recovered on November 3, 2015. We had to inspect the vehicle and confirm how the vehicle was stolen and consulted with one of our forensic experts. We also had a few material parties that we needed to contact, such as the vehicle’s co-owner, [redacted] and John Lewis, to help confirm the reported facts of loss. Unfortunately, there were some delays in obtaining their phone numbers and reaching them, which delayed the overall claims handling. We also had some delays in obtaining some required total loss paperwork from Mr. [redacted], as initi[redacted] he didn’t complete the paperwork correctly, and we had to resend it to him to make the proper corrections. To clarify, we had to speak to Mr. [redacted] as he’s considered a material party in our investigation; he is the co-owner of the vehicle and does have an insurable interest in the vehicle. We deemed the 2011[redacted] a total loss and resolved the claim as a total loss once we obtained all of the required total loss paperwork on January 8, 2016. We contacted the lienholder, [redacted] Bank, to obtain a letter of guarantee and issued payment to them for $9,819.58, which cleared our bank on January 20, 2016. We also issued a draft of $1,000 to Ms. [redacted], only for custom parts and equipment coverage, which cleared our bank on February 16, 2016. The last draft we issued on Ms. [redacted]’ behalf was $2,618.16, payable to Ms. [redacted] and the co-owner, [redacted]. We’re sorry that we sent Ms. [redacted]’s drafts to her old address. Per Ms. [redacted]’s conversation with Claims Supervisor Jeff G[redacted] on January 19, 2016, she was waiting for the $1,000 and $2,618.16 drafts, and she’d contact us if she didn’t receive them. We didn’t hear back from Ms. [redacted] after attempting to call her several times. We heard from Ms. [redacted] on April 18, 2016, when she told Mr. G[redacted] that all of the drafts were received except for the $2,618.16. Mr. G[redacted] contacted our Draft Control department and learned that [redacted] Bank allowed Mr. [redacted] to endorse and cash Ms. [redacted]’s draft, which cleared on February 1, 2016, without her signature. We’ve since provided Ms. [redacted] with the required missing endorsement affidavits for her to complete in an attempt to retrieve the money from [redacted]. We appreciate Ms. [redacted] sharing her feelings and we apologize again, for how we handled her claim. If you have any questions, please call me at 1-269-459-3457. Sincerely, Kristine Y[redacted] Kristine Y[redacted] Claims Manager

October 30, 2017    Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: Lou [redacted] Re:     File Number:          ...

[redacted]          Customer Name:     [redacted]          Policy Number:        [redacted]          Policy Type:            Personal Auto          NAIC Number:        [redacted]          Company Name:     Progressive Direct Insurance Company Mr. T[redacted]  I’m writing in reply to your email dated October 21, 2017.  I’ve reviewed Ms. M[redacted]’s policy and found that we did in fact advise her we could reduce her coverage to Comprehensive only while she was out of town. I’m sorry that our representative errored in telling her we could offer her this option. We only offer this option to our customers who are away because they are in the military. I understand Ms. M[redacted] was expecting that her payments would decrease. If she incurred any overdraft fees because her account was overdrawn, she can send the documentation to me and I’ll be happy to reimburse her.  Again, I apologize for the frustration we caused Ms. M[redacted]. Please know we’ve forwarded the appropriate feedback to our representative. If you have any questions, please call me at [redacted]
 Sincerely, Lisa [redacted]                  Lisa F[redacted]                     Consumer Relations Specialist