Progressive Corporation

Please see our response and supporting documentation attached

(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

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

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.

Ms. [redacted],
Attached is our response.
Thank you,
Rose S[redacted]
Consumer Relations Specialist
1-440-620-6944

August 2, 2016Revdex.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: [redacted] Insurance Company      Ms. [redacted],I’m writing in response to your letter dated July 27, 2016. I have reviewed Ms. [redacted]’ claim and appreciate the opportunity to address her concerns. I’m sorry that Ms. [redacted] feels that we mishandled her claim during her return visit to our Service Center in Livonia, [redacted]. On the evening of Monday, July 25, 2016, at approximately 6:00 p.m. Ms. [redacted] arrived at the Service Center to take delivery of her repaired 2004 [redacted]. During delivery, Ms. [redacted] pointed out to our Service Representative, Lory M[redacted], a small scrape to the front bumper cover just below the right headlamp. Ms. [redacted] advised Ms. M[redacted] that this scrape was not there prior to her leaving her vehicle with us for repairs. Ms. M[redacted] reviewed our initial photos taken after the vehicle arrived at our shop on July 11, 2016, and determined that this scrape was not there prior. Ms. M[redacted] apologized to Ms. [redacted] and advised her we would file a fleet claim for her the following day. A fleet claim is essentially a claim filed under our liability policy for damages sustained to a vehicle caused while in our care. Upon my arrival to the Service Center the following morning, I was advised of Ms. [redacted]’ concern and began to prepare the documentation required to file a fleet claim on her behalf. Ms. [redacted] called the Service Center around 8:30 a.m. advising us of a second repair issue she identified and requested to return her vehicle for review. We scheduled Ms. [redacted] for a 9:30 a.m. return appointment. I met with Ms. [redacted] when she arrived and we proceeded outside to review the two concerns she had with her vehicle. The first issue Ms. [redacted] pointed out was her initial concern of a small scrape to the right side of her front bumper cover just below the right headlamp. Based on my review of our initial photos, I agreed that this scrape was not there prior and agreed to have it repaired for her. Ms. [redacted]’ second issue was an irregular gap between the new hood replaced during the course of repairs and the top of the existing front bumper, which was not repaired. I reviewed this gap and initially didn’t see her concern, as the new hood lined up with the tops of the fenders and headlamps. Ms. [redacted] proceeded to compare this gap to other vehicles parked nearby, which comprised of [redacted], **, and [redacted]. I politely advised Ms. [redacted] that we couldn’t compare the gaps on these types of vehicles to hers because they are all designed differently and have different gap tolerances between their panels. I advised Ms. [redacted] that her vehicle, a 2004 [redacted], is unique and therefore, we have nothing similar on our lot to make a comparison. For a more accurate means of investigating, I led Ms. [redacted] back inside where I performed a Google image search of a 2004 [redacted]. The images I reviewed did in fact show a much narrower gap (approximately ¼ inch) between the hood and front cover. At this point, I apologized to Ms. [redacted] for the misunderstanding and agreed to get her vehicle back to our shop to diagnose the issue and/or perform the necessary adjustments. We provided Ms. [redacted] with a rental vehicle at no charge to her. While displaying the Google image of the exact type of vehicle to Ms. [redacted], I showed her the ¼-inch gap between the hood and bumper and advised we would replicate this so it would return her vehicle to pre-loss condition. Because Ms. [redacted] disputed that there should be no gap in this area whatsoever, I explained to her that there must be a natural gap between two adjacent panels of a vehicle to allow for movement, open/close, prevention of sheet metal contact, etc. At this time, I again advised her we would return her vehicle to the shop for the necessary corrections. Ms. [redacted] completed a customer service survey and requested a call back from a manager. On August 1, 2016, John H[redacted] spoke with Ms. [redacted] and apologized that her repairs were not done properly. Mr. H[redacted] made the accommodation to waive Ms. [redacted]’ requirement to refuel her rental car and provided her with $30 in gas cards. Ms. [redacted] was satisfied with this course of action.I’m sorry for the inconvenience Ms. [redacted] experienced. If you have any questions, please call me at 1-734-452-0779. Sincerely, Denise L. P[redacted]Dennis L. P[redacted]Claims Supervisor

April 22, 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 Number: [redacted]       Company Name: Progressive Direct Insurance Company Ms. [redacted],I'm writing in reply to your follow up letter dated April 19, 2016.I've enclosed copy of the electronically signed Statement of No Loss filled out by Mr. [redacted] when he reactivated his policy online after the accident occurred.If you have any questions, please call me at 1-425-245-9513.   Sincerely, Chris M[redacted]Chris M[redacted]Claims Supervisor

March 31, 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 Casualty Insurance Company Ms. Ibrahim,I’m writing in reply to your letter dated March 23, 2016. I appreciate the opportunity to clarify the situation. On April 6, 2014, Ms. [redacted] was involved in a not-at-fault accident, resulting in a payout under Uninsured Motorist Property Damage of $2,541.42. Our insurance program accounts for all accidents, including not-at-fault or comprehensive claims equal to or greater than $1000. These claims may not always point to the driving behavior of a customer, but may reveal a likelihood of future claims based on their driving environment. We do not charge a set fee for these claims but do use the information in the consideration of our rates, which is in line with our competitors' practices.We value Ms. [redacted] as a customer and are sorry for the frustration this has caused her. 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.
Unfortunately, they are not being honest in their response, so I cannot accept. I will move to [redacted] complaint, and if that doesn't get resolved then we will go to court. I am not letting this go, especially since they are being dishonest. They did not confirm with the shop that the repairs could be buffed out in the beginning, that is a lie. The shop manager at [redacted] will confirm that he and I both stated from the start it needed repainting. The only person who said no was the representative at progressive. Not calling me back for over a week is poor communication, and they won't admit that either. This is just one instance proving that the New Mexico branch of Progressive doesn't have proper business people to initiate internal controls and processes to keep their service consistent across all states. This branch is lacking, and the dis-honest response from management is a good indication of why they are having to deal with this.
Regards,
Patrick [redacted]

[redacted]May 25, 2017Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115Attn: [redacted]Re: File Number: [redacted] File Name: Jessica [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company...

Name: [redacted]Mr. [redacted], I’m writing in reply to your letter dated May 19, 2017. I understand Ms. [redacted] frustration with the Cancel fee and I hope this information is helpful to explain our handling of her policy. Ms. [redacted] last renewal period was to be from December 25, 2016 until June 25, 2017. She paid two monthly payments by credit card and then chose to use our Electronic Funds Transfer (EFT) payment option:December 16, 2016 $90.00 by credit cardJanuary 14, 2017 $87.56 by credit cardFebruary 25, 2017 $88.33 by EFTMarch 31, 2017 $84.33 by EFTApril 28, 2017 $84.33 by EFTMs. [redacted] updated her coverage online on May 1, 2017. Because we’d already processed the April payment, the $24.75 prorated decrease could only affect the last payment in May.Ms. [redacted] canceled her policy with us effective May 12, 2017. Because the policy canceled before the end of the policy period, we charged a $50 Cancel fee. We disclosed the $50 Cancel fee on her Application and on every Coverage Summary that we issued during the life of the policy. I’m sorry that we misinformed Ms. [redacted] and indicated that [redacted] requires us to charge the fee. This is a fee that we charge for policies that do not complete their full term. We do file this information with the Department of Insurance, but it isn’t mandated by them. At the point the policy canceled we charged a total of $441.96 from December 25, 2016 until May 12, 2017. This amount includes $374.08 for the policy rate (which factored in the $24.75 decrease), $17 in Installment fees, $50 for the Cancel fee, and $.88 for the [redacted] Anti-Fraud fee. We received a total of $434.55, which left a balance of $7.41. We’ve waived this amount and the current balance is now $0.I know this isn’t the answer Ms. [redacted] wanted to hear and I’m sorry. We hope that she keeps us in mind for her future insurance needs. If you have any questions, you can call me at 440-395-0209.Sincerely, Michael [redacted] Michael [redacted] Consumer Relations Specialist

(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 27, 2017
Revdex.com
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115
Attn: [redacted] 
Re: File Number: [redacted] 
Customer Name: David S[redacted]
Claim Number: [redacted] Policy Number: [redacted]  Policy Type: Personal Auto
NAIC...

Number: [redacted] 
Company Name: Progressive Universal Insurance Company

Mr. T[redacted],
I’m writing in response to your letter dated October 20, 2017. Thank you for forwarding Mr. S[redacted]’s concerns. I know this whole ordeal has been frustrating for him, and I'm very sorry for that. I hope this helps to explain how we handled his claim.
We completed a thorough liability investigation, which included statements from both drivers involved, the witness’ statement and completing a virtual scene investigation. Because the police weren’t called to the accident, there’s no crash report to reference. After thorough and thoughtful consideration of all the evidence, we determined that Mr. S[redacted] isn’t liable for the accident. However, the other party involved in the loss provided a different version of the facts of loss. Due to this being a word versus word situation, the other party’s insurance company denied liability for the accident and denied payment to Mr. S[redacted].
Our claims representative called the other insurance company to advocate on behalf of Mr. S[redacted] and attempted to influence their liability decision. Although our representative leveraged the merits of our case and got the other carrier to accept 50% responsibility for the accident, we still feel that Mr. S[redacted] shared no responsibility. Therefore, we’ll be pursuing full recovery for Mr. S[redacted]’s damages through subrogation and arbitration as needed.
I’m very sorry for the inconvenience this has caused Mr. S[redacted], and I can assure you that we’ll continue to do our best to help him.
If you have any questions, please don’t hesitate to call me at [redacted] 
Sincerely,
[redacted]
Claims Manager

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

(The following was copy/paste by Revdex.com staff - LST)[redacted]December 1, 2017Revdex.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 Premier Insurance Company of IllinoisMr. T[redacted]Thank you for sending us Ms. D[redacted]'s concerns. I know this is frustrating for her, and I'm very sorry for that. I reviewed the policy to see what happened. I hope this info helps.Ms. D[redacted] chose to receive policy documents by email. On August 14, 2017, at 8:22 a.m. ET, [redacted] called us to remove the automatic payments on the policy. We issued an email confirming the removal and an email stating there were new policy documents to review - this included the revised Coverage Summary confirming the removal of automatic payments.On September 7, 2017, we issued a Renewal Offer with payment options. On October 4, 2017, we received a $302.23 PayPal payment, and renewed the policy.On November 8, 2017, we mailed a Cancel Notice confirming we'd cancel the policy effective November 20, 2017, if we didn't receive the required payment by 12:01 a.m. on November 20, 2017.On November 21, 2017, we received an internet payment of $160.31, which we applied to the canceled policy's balance. We mailed a Final Bill confirming we canceled the policy effective November 20, 2017. I'm sorry for any confusion, but Mr. A[redacted] (who had authority to do so) removed the automatic payments, and we let Ms. D[redacted] know of this change at that time.I know it's not the result she wants, but we're unable to reinstate this policy or return the last payment. She's a valued customer and we invite Ms. D[redacted] to call us at [redacted] if she wants to start a new policy.I've enclosed the above documents for your review. If you have any questions, please call me at [redacted]Sincerely,[redacted]Consumer Relations Specialist

[redacted]

(The following was copy/paste by Revdex.com staff - LST)[redacted]June 5, 2017Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: Lou [redacted]Re: File Number: [redacted] Customer Name: Austin [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 30, 2017. I understand Mr. [redacted]’s frustration; unfortunately, his policy does not afford coverage for items not permanently installed in a vehicle. The Texas Auto Policy, Form 9611, Edition 08/15 states: PART IV—DAMAGE TO A VEHICLEEXCLUSIONS—READ THE FOLLOWING EXCLUSIONS CAREFULLY. IF AN EXCLUSION APPLIES, COVERAGE WILL NOT BE AFFORDED UNDER THIS PART IV.Coverage under this Part IV will not apply for loss:9. to portable equipment, devices, accessories, and any other personal effects that are not permanently installed. This includes, but is not limited to:a. tapes, compact discs, cassettes, DVDs, and other recording or recorded media;b. any case or other container designed for use in storing or carrying tapes, compact discs, cassettes, DVDs, or other recording or recorded media;c. any device used for the detection or location of radar, laser, or other speed measuring equipment or its transmissions; andd. CB radios, telephones, two-way mobile radios, DVD players, personal computers, personal digital assistants, or televisions;Mr. [redacted] previously confirmed that the radar detector wasn’t permanently installed in the vehicle.We received a copy of Mr. [redacted]’s invoice; however, it only included charges for a door glass replacement. If Mr. [redacted] has any additional information that could possibly impact the outcome of his claim, he can contact me at [redacted].Sincerely,Heather [redacted]Response Coordinator Glass

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 actions were very unnecessary there is no excuse to make someone contact a person that physically assaulted them just for auto insurance policy!!!! please is not that serious damn it I provided my apartment lease that should have been good enough.  This sorry company Is still trying to justify their actions is not cool with me! 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Rochelle [redacted]

April 15, 2016Revdex.com 2800 Euclid Avenue, 4th floorCleveland, OH  44115Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Claim Numbers: [redacted] and [redacted] Policy Type: Personal Auto NAIC...

Number: [redacted] Company Name: United Financial Casualty CompanyMs. [redacted], I’m writing in reply to your letter dated April 9, 2016.We understand Ms. [redacted] is concerned that her windshield damage spread during a failed repair attempt and that she is requesting we pay for the full replacement of her windshield. Due to the volatile nature of window glass, we do not offer a guarantee of replacement in the event of a failed repair. When a situation like this occurs, we offer to replace the windshield, with the understanding that the customer will either owe any deductible selected for Glass/Comprehensive coverage or will need to pay out-of-pocket for the replacement if the cost falls below their deductible. Typically, we also offer to assist them in locating window glass at an affordable cost.We sympathize with Ms. [redacted] and agree that the failure of the repair was unfortunate. However, windshield glass is known to be highly sensitive to many external factors such as temperature and motion which are outside of our control, and there is always a risk of damage spreading despite our efforts. For these reasons, we do not offer guarantees of replacement due to failed repairs and we are unable to pay for the replacement of her windshield.If you have any questions, please call me at 1-440-910-7503. Sincerely, Jesus R. L[redacted]Jesus R. L[redacted]National Claims Unit

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] 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 find that this resolution is satisfactory to me. 
---------- Forwarded message ----------From: [redacted] <[redacted].org>Date: Tue, Jun 7, 2016 at 6:28 PMSubject: Complaint [redacted]To: "[email protected]" <[email protected]>Hello, I would like to close this complaint as I received a phone call from progressive stating that this matter is being addressed. Thanks [redacted]Program CoordinatorJFM Inspirations LLCPhone: (480) 343-0086Fax: (602)374-2299