Progressive Corporation

March 8, 2016Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted]   Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto  NAIC Code: [redacted] Company...

Name: Progressive Specialty Insurance Company      Ms. [redacted],I am writing in reply to your inquiry dated March 2, 2016. Thank you for the opportunity to clarify the situation. On January 14, 2016, Mr. [redacted] reported a claim to us. We denied the claim because an unlisted driver was operating his vehicle at the time of loss. On January 22, 2016, we verbally informed Mr. [redacted] of the denial, and on January 29, 2016, we mailed a denial letter. Because 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 company. I am sorry for any frustration Mr. [redacted] may have experienced. If you have any questions, please call me at 1-610-249-0490. Sincerely, Charles A[redacted]Charles A[redacted]Claims Supervisor

July 8, 2015Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115 Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company...

Name: Progressive Garden State Insurance Company [redacted],I’m writing in response to your letter dated July 2, 2015. I appreciate the opportunity to respond to [redacted]’ concerns about her recent claim.We have contacted [redacted] and are working with her to address and rectify her concerns with the repair work completed to her [redacted]. To date, the repair estimate for [redacted]’s vehicle totals $6,639.86. According to [redacted]’ estimate, her vehicle is worth approximately $13,500 and is not close to being a total loss at this time. [redacted]’s shop of choice for her repairs, and us provide a guarantee for the repair work that is completed and we look forward to addressing all of [redacted]’s concerns. As of July 2, 2015, all necessary repairs to the vehicle have been completed and the vehicle was delivered back to [redacted].      I’m sorry for the inconvenience [redacted] incurred.If you have any questions, please call me at 1-[redacted].Sincerely,Scott W[redacted]Scott W[redacted]Claims Manager

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.
I have considered the offer by Progressive Insurance, and I DO NOT accept the offer to pay 80% of the damages to my vehicle. The City of [redacted] police report and the [redacted] County police report both state that their policy holder is COMPLETELY AT FAULT! He was also issued a ticket for Unsafe Lane Change!!! I will accept nothing less than 120% liability on the part of Progressive Insurance! I am requesting 20% for lost wages, time and gas traveling unnecessarily to obtain bodily damages assessment at Progressive location. It was a complete waist of time, gas and time off from work!
Regards,
[redacted]

Their claims reps had no ideas what they were talking about when I spoke with them. Both that I spoke with lied to me several times and the second contradicted the first reps claim of a blown motor causing the clunk we felt when he stated they did not know if the motor had blown or not because they hadnt started it. They also stated that they had three different people from the shop look at it and I was informed by the manager of the shop that he and the progressive rep were the only ones whom looked at it. So theres another bold faced lie. Theyre notorious for this as I have found out from MANY ex customers. There is also a national new story of them doing the same thing to a customer that had died in an accident. They had to be sued to accept their responsibility in the matter.
This is the link to that case:
http://mobile.nytimes.com/2012/08/18/your-money/progressives-side-of-the-insuran...⇄

(The following was copy/paste by Revdex.com staff - [redacted]August 9, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH  44115-2408Attn: [redacted]ID Number: [redacted]Claim Number: [redacted]Policy Number: [redacted]Company: Progressive Insurance CompanyMr. [redacted],I am writing in response to Progressive Insurance Company’s letter dated August 9, 2017.  I have reviewed the document and will expound on the inaccuracies, lack of documentation, inconsistencies with recorded calls and negligence on behalf of Progressive Insurance.On August 10, 2012 I placed a call to Progressive Insurance to change my automobile insurance policy from an Illinois policy to a Missouri policy.  On August 10, 2012 Progressive Insurance was to provide me comprehensive, medical, collision and liability insurance.  Progressive Insurance was negligent and did not provide me medical, comprehensive and collision insurance.  My call on August 10, 2012 will prove that Progressive Insurance failed to provide me medical, comprehensive and collision insurance.  How convenient it is that Kevin [redacted] is “unable to locate that specific call in 2012.”  The call on August 10, 2012 will show Progressive’s liability and negligence thus being the reason they are unable to locate the call.  On August 9, 2017 at 10:25 am I spoke to Progressive claims representative Justin and he informed me Progressive Insurance keeps calls indefinitely.  Justin informed me that Progressive keeps calls five years, ten years and longer.  Further Justin informed me that there is still a request in to Kevin [redacted] for me to review the call on August 10, 2012.  Additionally, I have requested to review the call on August 10, 2012 and asked for transcripts from the call and Progressive has not responded to my requests.  Since Progressive keeps calls indefinitely Kevin [redacted] better look harder to locate the call.On July 28, 2017 at 10:22am I spoke with Progressive representative Katrina and we discussed my call which was placed to Progressive Insurance on August 10, 2012.  Katrina acknowledged and agreed Progressive was at fault for not providing collision, comprehensive and medical coverage.  Will Kevin [redacted] be able to find this call to review or will he be “unable to locate this specific call” since it contains liability for Progressive insurance and shows Progressive Insurance’s continued negligence along with the call on August 10, 2012.Finally, there would be no discussion of incorrect policy documents that Progressive sent me if Progressive Insurance company was competent in providing me the coverages of collision, medical and comprehensive.One simple way to resolve this situation is to review the call on August 10, 2012 and provide me transcripts from the call on August 10, 2012.  Kevin [redacted] and Progressive Insurance is avoiding reviewing this call with me and providing me transcripts as it will show Progressive’s liability and negligence.I have made this request several times, provide me a voice copy of the call on August 10, 2012 in which Progressive insurance failed to provide me comprehensive, collision and medical coverage.  Additionally, provide me transcripts from the call on August 10, 2012 and all other calls binding, changing, renewing or creating a new insurance policy with Progressive Insurance.If you have any questions I may be reached at [redacted].Sincerely,[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.
I disagree with this response but it is what I expected.  They claim that the retail value of this vehicle is $19,496.00, there is no why I would ever make such a sale on this vehicle before it was damaged.  I have now lost my retail value because of the extensive repair, I am uncomfortable with this repair and concerned with the safety of the vehicle. At best trade in Value according to NADA is 15,800, Kelly Blue book estimates about the same price.  I think that Progressive high balled the the value of the vehicle in their favor and I am the one left with all the loss.  I am highly disappointed that as a consumer that I have no protection against such an event like this.  I will have to settle this some how, but in the end I will have the loss.    
Regards,
[redacted]

(The following was copy/paste by Revdex.com staff - LST)[redacted]February 9, 2018Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]  Re: File Number: [redacted]   Customer Name: Jamie R[redacted]     Policy Number: [redacted]  Policy...

Type: Motorcycle       NAIC Code: [redacted]     Company Name: Progressive Advanced Insurance Company                 Mr. T[redacted]c,I’m writing in reply to your inquiry dated February 9, 2018. We want to resolve Mr. R[redacted]’s claim, but we need his cooperation before we can consider making payment for the loss. I’m happy to explain what’s going on.  On September 21, 2017, Mr. R[redacted] reported the theft of his 2014 Honda [redacted] Unfortunately, he has not cooperated with the terms of his Policy Contract concerning cooperating with our investigation. We’ve asked for a recorded statement and necessary documents regarding the specific timeline and facts of loss multiple times, but he has not provided them. If Mr. R[redacted] provides the necessary information outlined in the December 19, 2017 letter, we’ll be happy to consider that information as part of his claim file and review our coverage decision accordingly. If you have any questions, please feel free to call me at [redacted]  Sincerely,Scott W[redacted]Scott W[redacted]Claims Supervisor

Our response is attached.

October 25, 2016Revdex.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 Max Insurance CompanyMs. [redacted],I’m writing in reply to your letter dated October 19, 2016.As previously stated in my letters dated [redacted] 20, 2016 and July 20, 2016, our claims representative inspected Ms. [redacted]’s vehicle on February 1, 2016, and wrote an appraisal for $1,455.47 to return her vehicle to pre-loss condition. We issued a draft to her for that amount that same day. We subsequently issued a draft to [redacted] Rent-A-Car for $219.73 to reimburse them for the rental Ms. [redacted] utilized while her vehicle was being repaired.   Upon receipt of additional correspondence from Ms. [redacted] requesting additional compensation for her property damage loss, we contacted [redacted], the repair facility she chose to repair her vehicle. [redacted] advised they repaired the vehicle and returned it to her in pre-loss condition based on the estimate we completed for $1,455.47. I believe the estimate accurately assessed the damages to the vehicle, as the vehicle was repaired for that figure.Please note that we have no affiliation, nor did we recommend repairs be completed by, her chosen repair facility, [redacted].   Ms. [redacted]’s correspondence references NYCRR 216.10(e) (1). This section of the regulation is outlined below:(e) Within 10 business days of the completion of its investigation of a property damage claim, the insurer shall:make a written offer which is first computed in the same manner as would be used if the claim were made under a first-party coverage by one of its insureds, and, if applicable, modified to give effect to the comparative negligence statute of this State, or any other state subject to policy limits. Any offer based on comparative negligence shall contain a factual and complete explanation of the insurer's basis for apportioning culpability. If the claim presented is greater than policy limits, then the claimant must be so advised; We issued our draft within the time limit prescribed in the regulation. Sections 216.7(b) (1) and 216.7(b)(8) do not apply to claims arising under motor vehicle liability insurance contracts affording coverage for claims of property damage by third parties, which are caused by the alleged negligence of the insured.We once again restate, as in our past correspondence, if Ms. [redacted] feels any damages to her vehicle resulting from this loss weren’t repaired, we would be willing to re-inspect her vehicle, at her convenience, in order to review the repairs completed and determine if any damages related to this loss weren’t considered in our appraisal and prior payment. We also advised that we would consider any documentation that she supplies in reference to any damages her vehicle sustained because of this loss that weren’t considered in our appraisal and prior payment. We’ve advised Ms. [redacted] that until we receive such documentation, we would be unable to make any additional payments. If you have questions, please call me at 1-315-401-3430.Sincerely,Michael R. B[redacted]Michael R. B[redacted]NY Property Damage Process LeaderConsumer Relations Department6300 Wilson Mills Road, N71CMayfield Village, OH 44143Fax: 1-888-569-8942 "mailto:[email protected]" [email protected]

(The following was copy/paste by Revdex.com staff - LST)[redacted]June 21, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, Ohio 44115Attn: Lou RE: File Number: [redacted] File Name: Victoria [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name:...

Progressive American Insurance Company Mr. [redacted],I’m writing in reply to your June 16, 2017 inquiry. Thank you for making me aware of Ms. [redacted]’s concerns regarding her recent customer care experience while trying to cancel her policy. I’ve looked at Ms. [redacted]’s policy to understand what happened. I’m so sorry for any confusion we caused. It wasn’t our intention.I’d like to start by apologizing for some incorrect information our representative gave. When Ms. [redacted] called in to cancel her policy, our representative should have canceled it, and not referred Ms. [redacted] to her agent. I’ve provided some feedback to our representative so this doesn’t happen going forward.I’ve canceled the policy effective March 14, 2017, which is when Ms. [redacted] replaced her coverage. A refund of $718.38 is scheduled to be sent back to Ms. [redacted]’s bank account on June 24, 2017.To reimburse any bank fees associated with the payment withdrawals, I’ll need a running copy of Ms. [redacted]’s bank statement from March, April, May, and June. Please ask Ms. [redacted] not to white out any information on the statements.Please submit any additional documentation to [email protected], and be sure to include a copy of this letter.I’m very sorry for the frustration this caused. It certainly wasn’t our intention. Please don’t hesitate to contact me at [redacted] with any questions.Sincerely,Eva [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. Their response does nothing to resolve my complaint.  They never asked me to authorize the change. We asked for the change in the chat I was there with my husband. We said make the change the guy said he made the change we said OK we made the payment. They never asked us for more money. They just sent us an email saying our policy was canceled. I cannot believe this. They are owning up. They are lying. They don't even want to keep us as a customer. This is unacceptable. I am even more furious now.
Regards,
[redacted]

Apparently Progressive is all out of tricks.  Everything it says in its third response dated 10/25/2016 is simply a bad copy and paste job from its second response dated 7/20/2016 which my 10/19/2016 letter already addressed and defeated.The only new thing Progressive says (i.e., that Progressive did not steer me to a particular repair shop) directly conflicts with New York law.  See, [redacted] v. [redacted], Index No. SC 195/03 ([redacted]., Jul. 18, 2003)(holding that “[redacted]’s ‘take it or leave it’ posture placed the plaintiff in the position of paying the difference between [redacted]’s bill and the [redacted] payment or conceding to use a shop that would accept [redacted]’s labor rate.  This is exactly the circumstance that Insurance Law §2610 [New York’s anti-steering law] was designed to protect against”); [redacted] v. [redacted], 1 Misc.3d 906(A)([redacted] 2003) (recognizing that “This take-it-or-leave-it posture exercised by the insurance industry is essentially economic extortion”); and [redacted] v. [redacted]. Ins. Co. 188 Misc.2d 180 (App. Term 2d Dept. 2001)(holding that insurer’s low-ball estimate “would limit the insured's recovery of benefits to the insurer's estimate of repairs, [which is] precisely the type of ‘steering’ tactics that the Insurance Law and regulations were designed to proscribe [i.e., prohibit]”).Progressive fails to explain how any of this justifies its failure to pay the rest of my now nine-month old property damage claim.The amount that remains owing is $4,461.93 (actual) - $1,455.47 (paid) = $3,006.46.  Progressive’s continuous game-playing, corporate bullying, and flagrant disrespect of the Revdex.com process makes clear it would rather spend hard-earned investor money on legal fees and lawyers rather do the right thing.  What would Flo say about this?  Consumers and investors beware!!!
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.Mr. P[redacted] is stating the same exact thing as before in his other letters!  If he is not willing to provide any proof of his accusations then this correspondence is pointless! Is he willing to provide documentation or a recording of the call, yes or no?
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

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.Please find attached, the promise when you utilize Progressive's Service Centers, on their own website, that says "An Easy Claims Experience, From providing your estimate and getting your car to a trusted shop, to scheduling a convenient time for you to pick it up, we'll coordinate the entire claims process."Please also find attached the series of emails between myself and the claims adjuster regarding the 2 voicemails which BOTH stated another call would follow that NEVER did. Please note I am stating the repairs were completed as per the contract, what I am complaining about now and have been complaining about is the guarantee given that this would be handled in a manner as their own website suggests, DIFFERENTLY from how it was handled which would suggest, not only by their website, but by their commercials that communication would take place. THIS contract was broken, it was a verbal contract that did not occur.Can we respond to that complaint?
Regards,
[redacted]

(The following was copy/paste by Revdex.com staff - LST)[redacted]August 29, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408[redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company...

Name: Progressive Garden State Insurance CompanyMr. [redacted]I’m responding to your letter dated August 21, 2017. I can understand Ms. H[redacted]’s frustration with having multiple withdrawals from her bank account for insurance, and I’d like to provide more information about what happened.Ms. H[redacted] activated her policy in January 2012 and has always used our Electronic Funds Transfer (EFT) method of payment. This option automatically withdraws her payment on the 20th day of each month, unless we are otherwise notified. I’ve enclosed a copy of her agreement for your review that lets her know to contact us either in writing, electronically or via customer service to end the agreement and allow a reasonable amount of time for us to act on it.We received Ms. H[redacted]’s request to cancel the policy via fax from her new carrier on August 16, 2017 (Wednesday), at approximately 3:35 p.m., and processed her request on August 21, 2017 (Monday). Because the EFT withdrawal is an automated process and takes place on the 20th day of each month, the process was already underway and could not be stopped by the time we processed her cancellation request. I know this timing issue has caused an inconvenience for Ms. H[redacted], and I’m sorry that it worked out this way.Ms. H[redacted] called us on August 21, 2017, to let us know that the withdrawal would most likely not clear her account. We advised her that if the withdrawal clears, we are holding a pending refund $102.92 (September 1, 2017), but if it does not clear there will be an approximate balance due of $39 for coverage provided until the August 20, 2017 cancellation date.Due to the timing issue, should Ms. H[redacted] incur a return payment fee from her bank, I’m willing to reimburse her for the fee caused by our EFT withdrawal attempt. I will also waive any return payment fee from her policy that we would have charged in association with the returned payment. If she’d like us to reimburse the return payment fee charged by her bank, she can send me a copy of her statement (she can block out any information she would like other than our required information), showing our withdrawal attempt and the charged bank fee. She can fax this information to me directly at 813-804-6464 or send it via email to [email protected]. Please remember that she’ll need to put her policy number on all pages sent regarding this issue.Again, I’m sorry for the inconvenience and frustration that this timing issue caused, because that wasn’t our intention. We appreciate that Ms. H[redacted] was a customer with us since 2012 and wish her the best in her future endeavors. If you have any questions, please call me at 1-440-620-6943.Sincerely,[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.Roadside assistnce was extra for me to have and because I knew it was a possiablity that I would need to use it I payed for it . I am being penalized for using something that I payed extra to have. There is nothing on anything that was given to me that said there was a limit on how many times I used it there is also nothing the says that road side is considered a claim. There is no reason why if I pay my bill on time the way I am supposed to as a loyal customer why I should have been getting a non renewal notice when I pay you all every month . It says as long as I pay my bill I can use it the only requirement is that you only cover 15 miles . This is unethical for you all to put me through this for me using the services that I pay for. 
Regards,
[redacted]

Attached is our response. File # [redacted]

July 19, 2016Better Busines s Bureau, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted]   Customer Name: [redacted]   Policy Number: [redacted]-0  Policy Type: Personal Auto  NAIC Code: [redacted]  Company...

Name: Progressive Premier Insurance Company of Illinois    Ms. [redacted],I’m writing in reply to your inquiry dated July 14, 2016. Thank you for the opportunity to clarify the situation. In North Carolina, we rate policies based on years licensed, not age because of statute 58-3-25. When Mr. [redacted] quoted and purchased his policy online, he informed us that he held a valid license for ten years. When we verified the years licensed, we noticed Mr. [redacted] did not receive his valid license until April 28, 2016, or zero full years. Due to regulatory requirements, if a driver is licensed for less than three years, we have to apply an inexperienced surcharge, which increased the rate of his policy from $201.88 to $975.04. I understand this isn't what Mr. [redacted] wanted to hear, but we clearly disclose this online when we ask about years licensed. Because Mr. [redacted]’s bank did not honor his payment his balance owed is $201.88. If you have any questions, please call me at 1-440-620-6940.Sincerely, Jeff P[redacted]Jeff P[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.Progressive promised our refund on March 7.  Today is already the 8th and there is still no refund.  This company is very deceitful.  Once we agreed to the quote, we gave them our check.  They then found 2 COMPREHENSIVE claims dating back to 2014 and 2015 and RAISED the rates.  We then declined the insurance.  I want my money back and I want my complaint to remain on their file.  I'm sure we aren't the first ones this has happened to.
Regards,
[redacted]