Progressive Corporation

(The following was copy/paste by Revdex.com staff - LST)[redacted]August 14, 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 Select Insurance Company Mr. [redacted]I’m writing in reply to your letter dated August 4, 2017. I appreciate the opportunity to clarify the situation.On July 25, 2017, we issued a policy for Ms. [redacted] at a six-month rate of $724, with a payment of $81.92 to initiate the policy. At the time, she selected Guest Personal Injury Protection (PIP) coverage at $5,000. Because Full PIP wasn’t selected, we sent the PIP Waiver for signature, as we do with all our customers who select this coverage.That same day, we received a call from Ms. [redacted], regarding the PIP waiver she received for signature. We explained what she’d selected and the differences in Guest PIP and Full PIP. She now understood what she’d selected. She then told us that she wanted Full PIP and not the Guest PIP. In providing a quote for Full PIP, this caused a rate increase. Unfortunately, Ms. [redacted] wasn’t satisfied and requested cancellation of the policy, effective July 26, 2017.I’m sorry for the misinformation that we provided regarding her two-day refund. However, we do have a hold time on refunds, depending on the type of payment, to make sure the payment is valid before issuance. To ensure this doesn’t happen again, feedback is being provided for correction. On August 6, 2017, we issued the refund for $81.92 back into Ms. [redacted]’s checking account. We regret that we didn’t meet Ms. [redacted]’s expectations and are sorry for the inconvenience she experienced. We hope that she’ll consider us again in the future and give us another chance to earn her trust.  If you have any questions, please call me at 440-620-6942.Sincerely,Annie [redacted]Consumer Relations Specialist

September 2, 2015 Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted] File Name: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Specialty Insurance Company [redacted],I am in receipt of [redacted]’s follow up request regarding her experience with our claims representative from the automobile accident occurring on July 23, 2015. As I indicated previously, I gathered very specific and direct feedback from [redacted] regarding her concerns so as to appropriately coach our employee. I’m unable to comment with specific details regarding any type of disciplinary action as this is considered a confidential employee matter. I can assure you that customer service is a top priority for us. At this time, we’re still not in receipt of any subrogation demand. No documentation has been provided for our review. Upon receipt of such demand, we are willing to pay our portion of a reasonable rental expense. Should you have any further questions or concerns, please do not hesitate to contact me. I can be reached at [redacted].Sincerely,Debra B[redacted] Debra B[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.
[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.

Response attached to file number [redacted]

May 12, 2016Revdex.com 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 Direct...

Insurance Company Ms. [redacted],I’m writing in reply to your letter dated May 4, 2016. I appreciate the opportunity to clarify the situation. Ms. [redacted]’ policy [redacted] began on November 2, 2015, with a paid in full amount of $1,221. We sent all of her documents, including the Auto Insurance Bills, Underwriting Memos, Declarations Pages, and Personal Injury Protection (PIP) Forms, by U.S. Mail to the address she provided of [redacted]. The customer must complete the Paperless enrollment online to receive documents electronically. We are also required to obtain a signed PIP form on file confirming the customer’s choice to reject the coverage. Because Ms. [redacted] did not complete the Paperless enrollment process or sign and return the PIP form, her rate increased by $203 for six months. When we did not receive the payment of $203, we charged a late fee of $10. Although we were unable to backdate the rejection of PIP without the form to waive the total balance of $213, due to Ms. [redacted]’ issues with our online system, our service consultant applied an E-sign Discount on May 3, 2016, which reduced the balance to $73. We received Ms. [redacted]’ payment of $73 that same day.I’m sorry for the difficulty Ms. [redacted] experienced with our online services. I show she purchased a new policy with us (910009713) effective May 4, 2016. If she has any issues with accessing her new policy online or if you have questions, I can be reached at 1-440-910-6392. Sincerely, Anna O[redacted]Anna O[redacted]Consumer Relations SpecialistEnclosures

Please see our response.
Thank you!

[redacted]

March 21, 2016Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: To Whom It May ConcernRe: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto  NAIC Number: [redacted] Company Name: Progressive County...

Mutual Insurance CompanyTo Whom It May Concern,I’m writing in reply to your letter dated March 12, 2016.  I appreciate the time Ms. [redacted] took to express her concerns. I understand that she found what happened to be troubling. It wasn't our intention. I’ve listened to the call to understand the situation. Our Representative did ask Ms. [redacted] why she was canceling her policy. We do ask the reasons why our customers leave us, so that we can improve in the way we price our policies and also improve in our service.  I’m sorry if Ms. [redacted] was offended by our process. I’ve submitted feedback to our Customer Care representative’s supervisor for review. We strive to provide positive customer experiences. We do not like to see our customers inconvenienced and I'm sorry. If you have questions, please call me at 1-440-395-6877.  Sincerely,Rose V[redacted]Rose V[redacted]Consumer Relations Specialist

April 8, 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’m responding to your letter dated March 31, 2016. Thank you for the opportunity to clarify the situation.The claim was filed by our customer, [redacted], for damage to his 1970 [redacted] manufactured home on February 29, 2016. Mr. [redacted]’s policy with us became effective on February 19, 2016. Upon report of the claim, he confirmed interior water leaks causing damage in his home. We contacted him the same day, and he stated that he was away from home at the time of the loss. When he returned, he observed debris in his yard and noted a neighbor had some missing shutters, so he believed the leaks were due to a recent windstorm. He confirmed the metal roof was original when the home was built, but he had completed repairs and maintenance on the roof in the past.We inspected Mr. [redacted]’s home on March 1, 2016. The inspection did not reveal any evidence of wind damage to the home or his premises. There was evidence of worn, cracked roof sealant on the entire roof as well as an area of newer sealant in the location of the interior water leaks. An inspection of the area around the home did not reveal any pieces of sealant or other parts of the roof on the ground. I have included inspection photos with this letter for your review. At the inspection,Mr. [redacted] advised us the newer sealant was applied by an unknown individual sometime in 2014. The interior inspection of Mr. [redacted]’s home confirmed water damage to the ceiling in a hallway and bedroom. The water stain on the bedroom ceiling had multiple water stains indicating a pre-existing issue with the roof. Because of the lack of evidence of damage to Mr. [redacted]’s home from a sudden event or covered loss, a letter of denial was issued for the specific exclusions listed on the policy. The letter was sent to Mr. [redacted] on March 4, 2016. We also contacted Mr. [redacted] via telephone on March 7, 2016, to confirm our position of denial. Later that day, Mr. [redacted] spoke with a claims supervisor regarding the denial, indicating he had a roofing contractor tell him wind had stretched the metal roof causing the roof leak. As a result of this discussion, we met with a contractor from [redacted] Industries at the home on March 23, 2016. The contractor indicated wind had pulled the metal roof pans up and stretched the metal on the entire roof resulting in several leaks within the home; however, he could not confirm when this damage occurred. This issue is not uncommon on structures with metal roofing due to age and repeated exposure to the elements over time. There was no new evidence provided to indicate the issues with the roof occurred on the date of loss or during the 10 days the policy had been active. As a result, the initial decision to deny coverage for the damage to Mr. [redacted]’s home was not changed.We make every effort to respond to customers claims quickly and accurately. In this case, there was no evidence of damage to the exterior of Mr. [redacted]’s home caused by a covered loss under the policy or within the active term of the policy. If you have any questions, please call me at 1-216-416-7649.Sincerely,Scott L[redacted]Scott L[redacted]Claims Manager

Consumer Relations Department 6300 Wilson Mills Road, N71C Mayfield Village, OH 44143 Fax: 1-888-569-8942 [email protected] 23, 2016 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 Max Insurance Company Ms. [redacted], I’m writing in reply to your letter dated November 15, 2016. If Ms. [redacted] feels any damages to her vehicle resulting from this loss weren’t repaired, we’re willing to re-inspect her vehicle at her convenience. We can review the repairs completed and determine if any damages related to this loss weren’t considered in our appraisal and prior payment. We can consider any documentation that she supplies, in reference to any damages her vehicle sustained because of this loss, that weren’t considered in our prior appraisal and prior payment. We continue to advise Ms. [redacted] that until we receive such documentation, we’re not able 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] New York Property Damage Process Leader

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 belowTo assist us in bringing this matter The amount I received was not the amount I was told I was going to receive and no one has explained why I received $1000 less than I was told. Their response is only a copy of a worksheet that I have no idea when it was prepared.  It could have been made up in response to this complaint, I just don't know.
Regards,
Judy [redacted]

September 7, 2016Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: Aisha [redacted]Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto  NAIC Number: [redacted] Company...

Name: Progressive County Mutual Insurance CompanyMs. [redacted],I’m writing in reply to your letter dated September 1, 2016. I appreciate the opportunity to clarify the situation with Mr. [redacted]’s deductible. The $499 deductible is a portion of the loss that Mr. [redacted] contractually agreed to at the purchase of his policy. We’ve completed a liability investigation and determined that Mr. [redacted] was not at-fault for this loss. When attempting to recover Mr. [redacted]’s $499 deductible, we were advised by State Farm that they are denying liability for the loss.  Unfortunately, we’ve exhausted our recovery efforts to collect Mr. [redacted]’s deductible. I spoke with Mr. [redacted] regarding this file and advised him of his options at this time. Mr. [redacted] advised that he had reached out to you in order to get a clarified response from us. Upon providing this in our discussion today, Mr. [redacted] advised that he was satisfied and would contact your office to confirm this.   I'm sorry for the inconvenience this has been for Mr. [redacted]. If you have any questions, please call me at 1-440-910-3227.Sincerely,R. Eric S[redacted] R. Eric S[redacted]   Subrogation 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.Hello;I would like to bring this matter to a close, but Progressive's Adjustor and Area Supervisor are not even willing to give (In David's own words, "He is an Expert") my words anyone who thinks and states out loud he is an Expert is a JOKE and you can't do business with such a Joker.  I stand by the bid that Progressive asked we obtain and submit.  Make note had Progressive done their own estimating, bidding, hiring their own contractor, done all the work and paid all the replacement/repair bills I would have nothing to complain about.  But as it was they asked us for a bid then sat on our bid for awhile then sent their people out, talked with our fencing contractor and some how got the our fencing contractor to lower his bid.  I have to wonder how and why this kind of business is being done ??  From the very beginning I was more than willing to let Progressive do everything, they choice not to. As it turned out I could not trust my fencing contractor because he changed his bid and was going to repair the fence with lesser material.  I ended up removing all fencing at a cost of $3,500.00 and then placing boulders in place of fencing at a total cost of over $7,000.00 and there still is the bill of doing the landscape which was tore up and totally destroyed by the driver and the removal of the two cars which were involved in this one accident. (Flowers can't be replanted till fall) None of the flower damage was part of or were even part of Progressive's settlement estimate.   Progressive's own pictures should have shown flowers in full bloom and the totally missing sections.  Funny, how they missed that ?? Progressive were good with the first claim, have to wonder why Progressive isn't so with the second claim ??  We did everything the same on both claims, got to wonder why Progressive did so different ??  I'm willing to stand behind my first bid submitted, but as Progressive is also standing behind their unethical business practices,  I don't understand or accept their reply to my complaint  
Regards,
[redacted]

(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

August 23, 2016Revdex.com2800 Euclid Avenue - 4 th floorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted]Customer Name: [redacted]Policy Number: [redacted]Policy Type: Personal AutoNAIC Number: [redacted]Company Name: United Financial Casualty CompanyMs. [redacted],I'm writing in reply to your follow up letter dated August 16, 2016. I’m sorry it I wasn’tclear and I hope this explains the situation better for Ms. [redacted].It’s Mr. [redacted]’s responsibility to make sure the funds are in the account at the time ofeach withdrawal. We aren’t responsible if they receive overdraft charges if they don’t haveenough money in the account when the bank puts through our withdrawal and otherpayments or withdrawals.I don’t have the actual figures, so I’m providing the following “hypothetical scenario” toshow that regardless of whether the bank took out the $49.41 on July 28, 2016, or if theytook it out on August 1, 2016, the account would still be less that amount onAugust 1, 2016, which is when Ms. [redacted] says the account over drafted.July 27, 2016 bank balance: $100.41July 28, 2016 withdrawal: -$49.41Balance in the account: $60.00July 27, 2016 bank balance: $100.41August 1, 2016 withdrawal: $49.41Balance in the account: $60.00As you can see, regardless of which date the bank took out the funds, the account wouldstill be less the $49.41 on August 1, 2016.Sincerely,Dona R[redacted]Dona R[redacted]Consumer Relations Specialist

(The following was copy/paste by Revdex.com staff - LST)[redacted]January 18, 2018 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 Mr. T[redacted] 
Thank you for sharing Mr. L[redacted]'s concerns. I've attached the scene diagram and vehicle photos. I'm sorry for neglecting to send them with my original response. As I previously mentioned, we reviewed the scene for where the loss occurred and determined that [redacted] entered the intersection well-before Mr. L[redacted], This is apparent because the impact occurred after Ms. R[redacted] cleared two lanes of travel in the intersection and was almost clear of the lane that Mr. L[redacted] was in as he was entering the intersection in the opposite direction. When the impact occurred, Mr. L[redacted]'s vehicle had just entered the intersection with part of his vehicle still in the crosswalk.The available evidence shows that if Mr. L[redacted] was traveling a safe speed (at or below the speed limit given the heavy traffic in this area at 4 p.m.) and paying attention to vehicles in the intersection, he could've avoided the accident. The impact damage to both vehicles are minor, which would again confirm that if Mr. L[redacted] was traveling at a safe speed and using due caution when entering an intersection with heavy traffic, he could've safely stopped in time to avoid the impact with Ms. R[redacted]'s vehicle. I understand Mr. L[redacted]'s frustration, but we must base our decision on the available evidence. I know that Mr. L[redacted] feels that the only determining factor should be who had a greenlight as they approached the intersection, but other factors exist such as driving a safe speed for the intersection with heavy traffic, paying attention to others in the intersection when approaching, and using due caution. Having a greenlight does not give a driver permission to enter the intersection without regard to other vehicles or other's safety. I hope I've cleared this up for Mr. L[redacted]. If you have any questions, please feel free to call me at [redacted] Sincerely, [redacted] Hawaii Claims Manager

some of those photos are not of my boat, I took the insurance company's word for the inspection of the boat and was shocked by the outcome after a longer than normal turn around. after the claim was partially declined I was forced to embark on my own to resolve the issue,it took some time to make it down to the boat at which time I found thw y pipe that they had claim was corroded was not and that the flange on the y pipe had been physically broken during impact,the photo of a badly corroded y pipe is not from my boat.

September 25, 2015Revdex.com, Inc.2800 Euclid Avenue 4th FloorCleveland, OH 44115-2408Attn:  [redacted] Re:  File Number: [redacted]        File Name: [redacted]        Claim Number: 1[redacted]        Policy Type: Personal Auto        NAIC Number: [redacted]       Company Name: Progressive Universal Insurance Company [redacted],I’m writing in reply to your follow up letter dated September 23, 2015.It's well known in the auto industry that restoration or mechanical improvements to a vehicle aren't worth dollar for dollar compensation. We fully compensated [redacted] for his [redacted] in the condition it was, prior to the loss with the improvements done to the vehicle. We increased our offer by $2,800 (original offer was $1,200 and we settled for $4,000) to consider the condition of the vehicle and the various improvements done to the vehicle. We recognized [redacted]'s vehicle was a classic car and we made the appropriate offers to resolve his claim.Please call me with any questions at 1-[redacted].Sincerely,Bryan B[redacted]Bryan B[redacted]Claims Supervisor

(The following was copy/paste by Revdex.com staff - [redacted])[redacted]July 6, 2017Revdex.com2800 Euclid Ave 4th FloorCleveland, OH 44115-2408Attn:  [redacted]   Re:  File Number: [redacted]       File Name: [redacted] on behalf of [redacted]       Claim Number:   [redacted]       Policy Type: Personal Auto       NAIC Number: [redacted]       Company Name: Progressive Preferred Insurance Company Mr. [redacted],  I’m in receipt of your follow up letter dated June 28, 2017, regarding some additional concerns Ms. [redacted] has submitted. Thank you for allowing me the opportunity to clarify the situation.  On June 15, 2017, I left a message for Ms. [redacted] regarding the status of the Bodily Injury claim for her son, [redacted]. I advised Ms. [redacted] that we were awaiting the medical records from [redacted] Health to complete our final evaluation. These medical records were received, and we completed a final evaluation on June 30, 2017. On this same date, we made Ms. [redacted] an offer for a resolution. We were advised by Mr. [redacted]’s father, that they were rejecting our settlement offer and were retaining legal counsel. On July 5, 2017, we were contacted by a law firm, confirming they are representing [redacted]. All further correspondence will be with the attorney’s office.   If you should have any questions, please call me at 1-623-299-4868.Sincerely,Derlyn G[redacted]Derlyn G[redacted]Claims SupervisorFor your protection, Arizona law requires the following statement to appear on this form.  Any person who knowingly presents a false or fraudulent claim for payment of a loss is subject to criminal and civil penalties.

October 17, 2016Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 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 October 15, 2016 inquiry. I appreciate the opportunity to address Mr. [redacted]’s concerns and clarify the situation.I’d like to start by saying we responded directly to Mr. [redacted]’s request for assistance received from him on September 29, 2016.I’d like to take a moment to explain why we contacted Mr. [redacted] on several occasions during the course of the claim handling. On the accident date, [redacted] was injured in Mr. [redacted]’s vehicle but was not listed on the policy. Our Medical Claims Representative, Jacklyn J[redacted], was trying to determine whether Ms. [redacted] was eligible for Personal Injury Protection (PIP) under this claim. In order to make that determination, she needed to confirm Ms. [redacted]’s identity and her residency at the time of the loss. She also needed to know whether any other policies of insurance existed that would be considered primary for PIP pursuant to Florida No Fault Law.  I’m sorry if Mr. [redacted] felt the questions being asked were invasive. I see that we’ve extended PIP coverage under the policy.I see the initial claims representative assigned to the claim, Natalie T[redacted], also contacted Mr. [redacted] to verify which police agency responded to the scene of the accident in order to request the police report.  Our intent was to ensure we had all the available information updated in the claim in order to make sure it was handled appropriately.If you have any questions, please call me at 1-407-618-8676. Sincerely,Luisa H[redacted]Luisa H[redacted]Claims Manager