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.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]

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]

May 13, 2016Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Claim Number: [redacted] Policy Type: Manufactured Home NAIC Number: [redacted] Company Name: Progressive Specialty Insurance CompanyMs. [redacted],I would like to inform you that we have reached an agreement with Mr. [redacted] to resolve the claim for roof damage to his 1970 [redacted] manufactured home. I contacted Mr. [redacted] in an effort to resolve the issue for the roof replacement estimate he received on March 1, 2016, from [redacted] Industries in the amount of $4,690. He has a $250 Comprehensive deductible that we applied to the claim. Due to the age and pre-loss condition of the existing roof, we assessed 50 percent depreciation on the materials to be used for the new roof. We verified the cost of those materials with [redacted] to be $4,090. As a result of my conversation with Mr. [redacted], I issued a payment for $2,395 to Mr. [redacted] and have closed his claim. If you have any questions, please call me at 1-216-416-7649.Sincerely,Scott L[redacted]Scott L[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.  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]

(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

August 7, 2017Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal AutoNAIC Number: [redacted]Company Name: Progressive Direct Insurance CompanyMr....

[redacted],I'm writing in reply to your email on August 1, 2017. I'm sorry for Mr. [redacted]'s lossand for his frustration with this situation. I hope this helps to explain why we'reunable to cover his claim.Our customer submitted a claim for the fire to her 2002 Chevrolet Cavalier. Due tothis incident, Mr. [redacted] presented a property damage claim.Our claim investigation involved contact with the State of [redacted]Her input was that the cause of the fire to the 2002 Chevrolet Cavalier wasaccidental and due to a fuel issue. Our investigation didn't support any negligenceon our customer for the cause of the vehicle fire, which is why there's no coveragefor Mr. [redacted]’s property damage claim. I know it isn't what he wants to hear, butMr. [redacted]’s recourse is with the vehicle's manufacturer, [redacted].If you have any questions, please call me at [redacted].Sincerely,Jeffery [redacted]Fire & Theft Supervisor

Our response is attached.

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]

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 Direct Insurance Company [redacted], I'm writing in reply to your letter dated October 20, 2015. A hailstorm damaged [redacted]’s vehicle on June 8, 2014. [redacted] elected to use our service center to manage his vehicle’s repair. They replaced and painted the vehicle’s hood as part of the repairs. The vehicle repairs were completed and the vehicle was delivered on September 30, 2014. On November 20, 2014, [redacted] brought the vehicle back to the service center due to an issue with his windshield washer nozzle not spraying properly and a hood blemish. At the re-work appointment, we noted a small fiber trapped in the clear coat of the hood. They resolved this issue on site by buffing out the fiber along with cleaning the washer nozzle. At that time, they noted several new stone chips already existed on the recently painted hood. On October 2, 2015, [redacted] advised us that the paint on the hood was peeling. When we re-inspected his vehicle on October 6, 2015, we found that the peeling paint was actually stone chips. [redacted] agreed that the majority of chips were in fact stone chips, except for a larger one in the area where the 2014 buffing occurred. I’m sorry for [redacted]’s frustration, but the service center manager and I reviewed this matter and both agree that the impact signature is consistent with a stone chip and is completely unrelated to the 2014 paintwork. If you have any questions, please call me at 1-440-[redacted] Sincerely, Curtis G[redacted] Curtis G[redacted] Catastrophe Manager

February 3, 2016Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115 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, 2016. 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 ® Program. We sent the Snapshot device to Ms. [redacted] and instructed her to plug in the device and begin the monitoring period. On 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 $631 to $598.On September 5, 2015, we sent Ms. [redacted] a Renewal Offer advising the current policy will expire on October 2, 2015. We sent a bill explaining we must receive a minimum payment of $140.53 by October 2, 2015, to avoid a lapse in her coverage. This amount included a $21.45 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 12:01 a.m. on October 2, 2015, unless we receive a payment by October 2, 2015. Because we did not receive a payment, the policy expired on October 2, 2015, and did not renew. We sent Ms. [redacted] a Final Bill letting her know the policy ended with a balance due of $21.45 on the expired policy period. We 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 $50 unreturned device fee. We included a return envelope to send the device back.Ms. [redacted] did not return the device as requested, which resulted in a $50 fee. On 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 policy. We explained the reason for the balance due, which did include the $50 unreturned device fee and let Ms. [redacted] know once we received the returned Snapshot device, we would remove the $50 fee. Ms. [redacted] acknowledged that she had the device and advised she would send the device back to get the fee removed. We advised Ms. [redacted] that we would send her another return mailer so she could easily return the device for policy credit. We confirmed her mailing address and explained that because the policy was expired over 90 days, the option to renew the policy was no longer available and she would have to purchase a new policy. We then transferred her call to an agent who provided Ms. [redacted] with a quote for a new policy. On January 27, 2016, Ms. [redacted] called back and did speak to [redacted] about renewing her policy. I 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 90 days ago, we did not have the option to renew it and she would have to purchase a new policy. Ms. [redacted] asked [redacted] to give her a confirmation number for her call. He explained we do not give a confirmation number for our calls, but we do record each call. He did however, advise Ms. [redacted] that he would document her policy that she called.  To date, we still have not received the returned Snapshot device. Once we do, we will be happy to remove the $50 unreturned device fee from the policy.I’m sorry for the misunderstanding. If you have any questions, please call me at 1-440-620-6944. Sincerely, [redacted]Consumer Relations SpecialistEnclosures

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]

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. 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]

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]

Please see our response.
Thank you!

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]  First, I would like to again let you know that I am not Hispanic. Second, I would like to know how a "gesture" of asking if we need a Spanish translator is not racially profiling? While assuming that I'm another race, how are you able to prove she is not assuming other things. She in fact mentioned that I had to be investigated to ensure it's not fraud. It was stated multiple times on a recorded line. Again... Are you really telling me that someone can assume that my family and I speak Spanish but that is not considered racially profiling?
The lady that racially profiled me, [redacted], asked for multiple items that have nothing to do with a vandalism claim. And they also refuse to accept a police report as evident time frame. Receipt from my tire being replaced was required, has nothing to do with my vandalism claim but things would have not moved forward if I did not produce a reciept from when I got my tire changed. They needed screen shots from my phone of the day of the incident. I provided those right away and still also not to be considered to help in time frame. They ask for things, then say they need more. Constantly. I have given everything and I still do not understand why a person who has assumed fraud and assumed I'm Hispanic is in charge of the investigation or coverage.

(The following was copy/paste by Revdex.com staff - LST)[redacted]September 26, 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 Number: [redacted]       Company Name: Progressive Advanced Insurance Company Ms. [redacted],I’m writing in reply to your letter dated September 19, 2017. In reviewing [redacted]’s concerns, I’m not able to resolve her issues because more information is needed. I reviewed the policy notes, phone calls and claim notes to verify where the problem occurred, and I haven’t been able to find out anything. I’ve called and left voicemail messages for her to please call me so that I can help her with this situation. However, I haven’t received a response to my calls.If I can get the information needed, I’ll gladly respond to her concerns. If you should have any questions, please call me at [redacted] Sincerely,Annie D[redacted]Consumer Relations Specialist

[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