Progressive Corporation

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 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

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:
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

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

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

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

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

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]

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]

(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

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]

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 - 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]

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]

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

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

[redacted]May 24, 2017Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted]Re: File Number: [redacted] Customer Name: Jennifer [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 May 18, 2017. We appreciate the opportunity to address Ms. [redacted] concerns.We’re sorry that Claims Representative Patricia [redacted] didn’t obtain a Spanish Interpreter for her conversation with Ms. [redacted]. We strive to make the claims experience as easy as possible and should always obtain a Spanish Interpreter if one is requested.Claims Supervisor Tony [redacted] has spoken with Ms. [redacted] and will be listening to all recorded conversations between Ms. [redacted] and Ms. [redacted]. He will provide feedback to Ms. [redacted] to ensure we’re providing an excellent customer experience for all our customers.We understand that no one likes to see their insurance cost increase, but some changes will cause the price to increase. We’ve reviewed all changes that resulted in an increase and can confirm that all the changes were warranted: Effective December 9, 2015, we added Ms. [redacted] to the policy due to a claims investigation. Ms. [redacted] has accidents and violations that impacted the price of the policy. These accidents and violations also resulted in the removal of the 3 Year Safe Driving discount.On September 8, and 9, 2016, rental coverage was added and adjusted for the 2013 Nissan Sentra. On September 20, 2016, the Nissan was replaced with a 2016 Mazda 3.Effective February 6, 2017, Mr. [redacted] occupation level was updated.While it's fairly new to us, the use of occupation as a rating variable has become common in the industry. Before adopting occupation as a rating variable, we gathered and analyzed data and found that the likelihood of having an accident does have a correlation with occupation. However, it's important to keep in mind that occupation is one of many variables used to determine the rate, and the impact on the premium of any one variable is generally minor.I know this isn’t what Ms. [redacted] wants to hear; I wish I had better news.If you have claims questions, please feel free to call Mark [redacted] If you have any questions regarding the policy, please call Gwendolyn [redacted]Sincerely,Mark [redacted] Gwendolyn [redacted]Claims Manager Consumer Relations Specialist

Response and attachments

(The following was copy/paste by Revdex.com staff - LST)[redacted]March 8, 2018Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Claim Number: [redacted] NAIC Number: [redacted] Company...

Name: Progressive Direct Insurance CompanyMr. [redacted]I’m responding to your letter dated February 11, 2018. Thank you for forwarding Mr. B[redacted]s’ concerns. I’m sorry to hear that he’s disappointed with our service.After Mr. B[redacted]s sent us the information about his claim through our Mobile App, our system generated an automatic reply. We’ve reviewed the screen shots of the notifications that Mr. B[redacted]s sent us from his phone. He first received confirmation that we had received his information through our Mobile App, on February 10, 2018, at 4:22 p.m. The secondary email that we sent provided information, such as the claim number, and details about how Mr. B[redacted]s could reach his claims representative directly. This email was sent on February 11, 2018, at 10:00 a.m. Our automated initial response does let the customer know that they will receive a secondary email in the next few hours; however, this timeframe varies depending on the volume of claims we receive at any given time. I know Mr. B[redacted]s feels otherwise, but we believe the secondary email was sent in an acceptable timeframe.  We also try and set the expectation that a representative will reach out to the customer by 5:00 p.m. the next business day (our Claims Department is closed on Sunday), which we did meet. We took a recorded statement from Mr. B[redacted]s on Monday, February 12, 2018, at 10:12 a.m. His vehicle has already been repaired and ret[redacted]ed to him as of February 20, 2018.  I understand that this is not the answer Mr. B[redacted]s was hoping for, but we respectfully decline his request to reimburse or waive his deductible.Should you have any questions, please contact me at [redacted] Sincerely,Rebecca M[redacted]Rebecca MullenNational Claims Unit