Progressive Corporation

November 4, 2015Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Policy Number: [redacted]Policy Type: Personal AutoNAIC Number: [redacted] Company Name: Progressive Select Insurance Company[redacted],I’m writing in reply to [redacted]’s rebuttal to my correspondence dated October 27, 2015.Because our recorded calls are considered a protected work product, I’m unable to provide a copy to [redacted]. I personally listened to his recorded statement and can confirm everything mentioned in my prior response was exactly how it played out on the telephone call. All of the changes to [redacted]’s policy have taken place and his rate has been reduced. We removed the at-fault accident from his record. It appears all of [redacted]’s concerns have been resolved. Our Claims Manager, Douglas S[redacted] has tried to contact [redacted] several times within the most recent three days, however, was unsuccessful in reaching him.If you have any questions, please call me at 1-[redacted].Sincerely,Ryan L[redacted]

February 1, 2016Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: Aisha [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy 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 January 24, 2016.Ms. [redacted] renewed her policy effective January 6, 2015, with a payment in full for $913 on December 28, 2015. At that time, she was listed as the only driver on the policy and the policy covered two vehicles. Because she paid the policy in full for six months, she received the Paid In Full Discount. Ms. [redacted] called in on December 28, 2015, after she paid the policy in full, and spoke with our representative. She advised that she wanted to add her brother, [redacted] and his 2008 [redacted] to her policy. The representative made the changes to her policy and advised that the increase from December 28, 2015, to her renewal on January 6, 2016, was $47.82 and the increase for the upcoming renewal on January 6, 2016, for six months, was $877. He advised that we would bill her for $924.82, which would be due on February 6, 2016. This amount included her Paid In Full Discount. She requested to know what the monthly payment would be and the representative took the $877 and divided it by six months, putting the monthly payment at about $146. Ms. [redacted] requested to make the change. We sent her and updated Coverage Summary and Identification Cards reflecting this change.In order for her to keep the Paid In Full Discount on her policy, Ms. [redacted] would need to make the payment of $924.82 in full by February 6, 2016. If she wanted to make monthly payments on this balance, she would lose her Paid In Full Discount. We sent Ms. [redacted] a bill on January 21, 2016, for $924.82 due February 6, 2016. On January 27, 2016, Ms. [redacted] requested to remove the 2008 [redacted] from her policy. This decreased the policy $730.69. We sent her an updated bill for $194.13 due February 6, 2016. On January 28, 2016, Ms. [redacted] requested to remove Mr. Tingue from her policy. This decreased the policy $44.83. We sent her an updated bill for $149.30 due by February 6, 2016. This is a valid amount due for coverage for Mr. Tingue and his vehicle from December 28, 2015, until they were removed. If Mr. Tingue had insurance coverage for himself and the 2008 [redacted] from December 28, 2015 to January 28, 2016, Ms. [redacted] can provide me a copy of his policy. Once received, I’ll review it and determine if we can backdate removing Mr. Tingue and his vehicle from her policy effective December 28, 2015. She can fax this information to my attention at 1-888-569-8942 or email me at [email protected]’m sorry for any frustration this situation has caused Ms. [redacted]. If you have questions, please call me at 1-440-620-6945.  Sincerely,Stephanie C[redacted]Stephanie C[redacted]Consumer Relations Specialist

October 19, 2017
Revdex.com
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
Attn: [redacted] 
RE: File Number: [redacted]  File Name: Anna L[redacted]
Policy Number: [redacted] 
Claim Number(s): [redacted]  Policy Type: Personal Auto
NAIC Number: [redacted]  Company Name: Progressive American Insurance Company
Mr. T[redacted],
I’m writing in reply to Ms. L[redacted]s rebuttal to my October 4, 2017 letter.
Our position regarding the personal effect items not being covered remains unchanged. If
Ms. L[redacted] has home owner’s insurance, she may wish to contact them and file a claim for the items.
Regarding the two claims, as noted in our
October 10, 2017 response, we feel the incidents were separate. We’ve waived the $250 Comprehensive deductible for each claim. We’re not able to make any other financial allowances.
We remain committed to getting Ms. L[redacted]s vehicle back to pre-loss condition. Our estimator, Sean F[redacted], has been in contact with the body shop and will provide her with weekly updates on the repair status. He has extended
Ms. L[redacted]s rental through October 25, 2017, which is the scheduled repair completion date.
Please don’t hesitate to contact me at
[redacted] with any questions.
Sincerely,
Henry M[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]

I don't have any information relative to this policy since it has been well over two years.  I checked my credit report and was shocked that Progressive had this placed on my credit report.  It was a policy that was purchased ONLINE when I lived in [redacted]  You should have it...

under my driver's license number which was [redacted].  My date of birth is [redacted].  I am in the process of obtaining a three bureau credit report; however, submitting that via email with my social security number and other personal information goes against my better judgment.  The last four of my social are [redacted] is you can do a search based on that ...

Attached is the response.Business response copied and pasted below by Revdex.com staff MT 3/6/17:March 3, 2017Revdex.com 2800 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. T[redacted] 
I’m writing in reply to your letter dated February 17, 2017. Thank you for the opportunity to address Mr. T[redacted]’s concerns. Mr. T[redacted]’s previous policy, [redacted] canceled on August 8, 2016. On that policy, Mr. T[redacted] was the only driver listed when the policy canceled. On October 27, 2016, Mr. T[redacted] started a new policy with us that included him and two additional drivers who were excluded from coverage. The six-month rate was $669.76. We can start policies with excluded drivers but require the customer sign Exclusion Form(s) in order to maintain the exclusion(s). We mailed exclusion forms on November 7, 2016, and November 12, 2016. With the November 12, 2016, exclusion form we also sent a reminder advising that we needed to receive the form by December 11, 2016. We did not receive the forms and on December 27, 2016, we updated the policy to show them as drivers and not excluded. This increased the rate on Mr. T[redacted]’s policy to a six-month rate of $1,540.76. His policy subsequently canceled for nonpayment on February 14, 2017. After cancellation, a balance remained of $665.55. Unfortunately, the addition of the drivers was processed in error. The policy should have been set up for an underwriting cancellation. I updated the policy to exclude the drivers again. This returned the rate to $669.76. I’ve also submitted to waive the Cancel fee from the policy. We are currently processing this and will send updated billing once it is completed. I hope this information is helpful and I’m sorry for our error and the frustration we caused Mr. T[redacted]. If you have any questions, please call me at [redacted]
Sincerely, [redacted] 
[redacted] Consumer Relations Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]whom ever is answer ring this letter is taking informationnreportednin thenpolice report  the officers needed to know all details that could be relevant  because of how it appeared at 12:00am. Does not make the final determination. Those words were not mine and a friend who was drunk and knows nothing kept saying a baseball bat. The claims adjuster said someone chucked a rock.  Basball bat, rock  they would have hit the glass not the frame. I think it's abhorrent that they are trying to use the fact I was a victim against me. The damage where it acccured could not have been done by a person. If that was the case ( a person) it would be just my glass  the damage to the frame is so extensive that they cannot replace the glass because it will no longer fit and seal properly  also  the person who I was abused by no longer lives in [redacted] nor does he come to [redacted] anymore. In addition he is unaware of my current location as far as where I go to friends. I guarantee the police called him and he has proof that he was no where near my vehicle. this is a matter of them trying to use my downfalls against me. Me being a victim of domestic violence. Should have no impact on how they handle my case. The evidence is in the car. My damage was cause by another vehicle. That because apprarent to me when I was told the whole back hatch would need to be replaced.what I saw at 12:00am should not determine how they process my claim. Not only was it pitch dark, I was in shock, and all the damage could not be properly seen.  Plus I have been staying with that friend on and off since the beginning of the year. Didn't make since for him to go out his way to miss the glass  
Regards,
Tangelina [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 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.
The letter submitted by the company was more of a message from them because my voicemail is full.  I do not wish to close the complaint until the issue is actually resolved.  I will call the number left in the message and speak to the claims manager today.  If resolved I will follow up with Revdex.comI am also in contact with Kelly who said she was successful in contacting the bank and will send them a check.  I was hoping to have the entire loan paid off.  Will speak with the claims manager to see what they can doI am very happy with the response received so far and hope to have this fully resolved shortly.  Thank you
Regards,
[redacted]

(The following was copy/paste by Revdex.com staff - LST)[redacted]May 2, 2017 Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: Melissa [redacted]Re: File Number: [redacted] Customer Name: Patrick T. [redacted]         Claim Number:      [redacted]          Policy Number:      [redacted]         Policy Type: Personal Auto         NAIC Number:       [redacted]Company Name: Progressive Direct Insurance CompanyMs. [redacted],I’m writing in reply to your follow-up email dated April 17, 2017. Mr. [redacted] is concerned that his first representative, Brett [redacted], filed an incorrect claim and didn’t inform him of our list of network shops, which led to Mr. [redacted] paying an additional $250. The $250 Mr. [redacted] states he paid due to his “incorrect claim” is likely confusion around the deductible difference between Collision and Uninsured Motorist coverage.When Mr. [redacted] filed this claim with us 17 days after the accident, he let us know that his wife swerved to avoid another vehicle and went off the roadway. On that same day, Mr. [redacted] contacted Mr. [redacted] and discussed repair options. Mr. [redacted] chose to repair his vehicle through [redacted], a non-network shop. After we completed our liability investigation, we proceeded with repairs under Mr. [redacted]’s Uninsured Motorist coverage, which carries a $250 deductible. This change may have made the deductible seem like $250 less because Mr. [redacted]’s Collision coverage deductible is $500. We don’t charge customers a higher deductible to repair through a non-network shop, and we don’t provide a $250 discount to repair through a network shop.Mr. [redacted] is also concerned that we cut corners and forced his shop of choice to buff the damages. Mr. [redacted] said this “cutting of corners” is where all the issues began. When our representative met with the shop manager, they both felt the damages down the side of the Lexus could be buffed, given the scratches didn’t break through the clear coat of the paint. Our photos confirm the scratching was very minimal and buffing should’ve fixed any scuffing from tree branches.Mr. [redacted] mentioned that when his wife picked up their Lexus, it was covered in dust and the scratching down the sides was worse, as there were now circular buffing scratches. I’m happy to report that although both concerns are shop repair quality related and not related to us, we supplemented the estimate to include repairing and painting both sides of the vehicle to fix the circular scratch that the shop caused.Mr. [redacted] said that he had a very difficult time communicating with Uriel and Tommy. Our notes indicate there were 32 discussions related to the repairs of his vehicle. However, I’m sorry if we missed any calls from him.Mr. [redacted] mentioned that the three-way call between him, [redacted], and us was inappropriate. I’m sorry that he felt that way. We were trying to advocate on Mr. [redacted]’s behalf because he was in a rental, and we recognize that it if difficult to be without a car. From what [redacted] was telling us, they weren’t following through on repairing the Lexus because the owner of the shop had passed away (and the future of the shop was unknown). Mr. [redacted] states he was told his Lexus would be completed on February 17, 2017, but he didn’t receive any status updates, and when he showed up at the shop, his car was “in pieces.” When we reached an agreement on the repairs on February 9, 2017, the shop agreed to have the vehicle completed on February 17, 2017. We tried many times to get a hold of the shop for status updates. When we finally reached them on February 20, 2017, the shop had yet to even start the repairs and wanted more time to do the work.  I understand Mr. [redacted]’s request to be reimbursed for his rental. While I agree that the repairs took too long, there are no indications that our handling led to any of the delays. We’ve paid approximately 30 days of rental. We called Mr. [redacted] to discuss his concerns about his vehicle not being repaired correctly. He indicated that he doesn’t want us to inspect his quality concerns, only to pay him directly for the poor repairs. Should Mr. [redacted] change his mind and like us to re-inspect his Lexus, we may be able to advocate for Mr. [redacted] and have [redacted] fix their repair quality issues. Mr. [redacted] can reach Eric [redacted] at [redacted]  I’m sorry for Mr. [redacted]’s situation and look forward to resolving his claim to his satisfaction. If you have any questions, please call me at [redacted]Sincerely, Fred [redacted]Claims Manager

August
3, 2015
 
RevDex.com
2800
Euclid Avenue, 4th
Floor
Cleveland,
OH 44115-2408
Attn:
[redacted]
 
Re: File
Number: [redacted]
Customer
Name: [redacted]
Claim
Number: [redacted]
Policy
Type: Personal...

Auto
NAIC
Number: [redacted]
Company
Name: Progressive Direct Insurance Company
 
[redacted],
 
I
am writing in reply to your inquiry dated, July 27, 2015. Thank you
for the opportunity to clarify the matter.
 
The
complaint arises from an accident that occurred on July 8, 2015,
involving [redacted],
while he was using our customer, [redacted]s, vehicle. [redacted]’s complaint states he is unhappy with the service
provided by our claims representative and wanted his claim further
investigated. After this complaint was received, I directed Claims
Supervisor Matt C[redacted] to follow up directly with [redacted] and [redacted] regarding their concerns. Matt attempted to reach both
parties by phone and / or email on July 24, 2015, July 27, 2015, July
29, 2015 and July 31, 2015, with no success.
 
We
have determined that the claimant driver, [redacted], is at fault
for the accident. Based on our decision, we’ve denied liability for
any damages incurred by [redacted]. Unfortunately the policy purchased
by Mr. [redacted] doesn’t provide Collision coverage to repair
the [redacted]. We have assisted as much as possible with reporting
the claim to both [redacted]’s insurance
company, and [redacted]’s insurance company. We’ve made
both aware of our investigation and liability decision.
 
At
this time we’ve closed our claim because there is no Collision
coverage available for damages to Mr. [redacted]’s [redacted].
We will continue to try and contact [redacted] and [redacted] to
resolve their concerns and provide any assistance in handling their
claim with the other carriers involved.
 
I’m
sorry for any inconvenience that Mr. Parsipour has experienced and if
you have any questions please call me at 1-[redacted].
 
Sincerely,
 
Julie
C[redacted]
 
Julie
C[redacted]
Claims
Manager

February 10, 2016Revdex.com, Inc.2800 Euclid Ave, 4th Floor Cleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] File Name: [redacted] Policy Number: [redacted] Policy Type: Commercial Lines       NAIC Number: [redacted]   Company...

Name: Progressive Specialty Insurance Company Ms[redacted], I’m writing in reply to your letter dated February 5, 2016.On June 10, 2015, Mr. [redacted] wrote a policy with us though his agent, I Go Auto Insurance. He listed his business use as scrap metal, scrap auto and recycling services, and trucking for hire. The policy covered a 2000 Ford at an annual rate of $7,369. We received an initial payment of $1,257.58 and issued ICC/MCS90 filings on his behalf. On June 22, 2015, at Mr. [redacted]'s request, we added a 2008 Big Tex trailer, General Liability coverage at $1,000,000/$2,000,000 aggregate, and increased Bodily Injury/Property Damage liability from $750,000 to $1,000,000 for an increase of $7,601. On June 23, 2015, at Mr. [redacted]'s request, we added a 2015 Trailer World trailer for an increase of $1,119.On July 6, 2015, Mr. [redacted] called and requested to talk to a supervisor. Mr. [redacted] stated that he has not benefitted from this policy at all and it needs to be canceled back to the beginning. He stated that the company he had planned on hauling for ([redacted]) will not accept our policy because there is not a pollution endorsement available and they requested special verbiage on a waiver of subrogation that we were unable to provide. For the reason stated, he has not worked and would like his money back. We advised that we're unable to do so and that the filings issued on his behalf would take 35 days to cancel. We also advised that if he finds replacement coverage prior to our cancel date and sends us proof, we'll amend our cancel date to match.CA9948 Endorsement Definition: Endorsement that provides coverage for Pollution Cleanup. We do not offer this endorsement On July 13, 2015, we mailed a Cancellation Notice due to nonpayment of premium, advising $1,535.15 was due on July 26, 2015. We didn't receive payment and canceled the policy effective July 26, 2015. There's an outstanding balance of $599.42.  I’m sorry for any frustration Mr. [redacted] has experienced. If you have questions, please call me at 1-440-910-1445.Sincerely,Dawn M. D[redacted]Dawn M. D[redacted]Progressive Commercial Lines

[redacted]Business response copied and pasted below by Revdex.com staff MT 2/28/17:February 27, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Melissa [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy...

Type: Personal Auto NAIC Number: 155-16322 Company Name: Progressive Direct Insurance CompanyMs. [redacted],I’m responding to your letter dated February 21, 2016. Thank you for the opportunity to clarify the situation.Mr. B[redacted]nitially quoted his policy online and completed the required information. During the quoting process whether it is online or verbally, we specifically request information for driving history and all claims history in order to accurately rate the policy.Upon providing the information, Mr. B[redacted] only disclosed a traffic violation that occurred on May 7, 2015 for Mrs. B[redacted]. When we used consumer reports to verify the history (MVR and Claims Loss Underwriting Exchange), the reports revealed an At Fault Accident for Mrs. B[redacted] and a Not At Fault Accident for     Mr. B[redacted]. This omitted information significantly impacts the policy rating and changed the price.We disclose that we use all driving and claims history to calculate the policy rate during the quoting process. Our rate filing with the state of Ohio also confirms that we use all driving and claims history to calculate the policy rate.I’m sorry if Mr. B[redacted] doesn’t agree with our underwriting practices and upon his request we did cancel the policy and issued a full refund. Unfortunately, we won’t honor the original quoted price because the information provided to us for the quote was not accurate.If you have any questions, please call me at 1-440-[redacted]Sincerely,Nancy [redacted]Nancy [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.
I have emailed Mr. Jeff P[redacted] and called him with the contact information he provided in his response to the Revdex.com. To date he has not contacted me, neither has progressive to resolve this issue. In the email I sent on February 2nd, 2015 at 1:39 PM, to Mr. P[redacted] at the cc'ed email address and in the letter from Mr. P[redacted] I attached the insurance card showing the vehicle was covered by another insurance company as of 09/30/2015. Please have Progressive adjust or credit my account accordingly, cancel my account of that date, and remove all negative information from my credit report. I have already had my new insurance company handle the fact that progressive incorrectly advised the NC DMV that I was without Liability insurance. My New insurance company is very responsive and attentive to my needs as a customer. I just want this nightmare with Progressive to end and for them to be out of my life! Please! I have done everything they have asked of me and still I get no response and no action. Help me, please.
Regards,
[redacted]

February 22, 2016Revdex.com 2800 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 Universal Insurance...

CompanyMs. [redacted],I'm writing in reply to your email dated February 13, 2016.Mr. [redacted]'s policy was effective October 11, 2014. On February 2, 2016, we issued a Nonrenewal Notice to Mr. [redacted] advising that he'd had three or more claims since his policy's inception or within the previous 36 months, whichever period is shorter. The notice also advised that when his current policy period expires effective April 11, 2016, we will not renew his policy.At this time we're unable to offer a renewal or offer him a new policy. He can check back with us after a year to see if he's eligible for a new policy. I'm sorry for any inconvenience to Mr. [redacted].If you have any questions, please call me at 1-440-395-3385.Sincerely,Sharon D. S[redacted]Sharon D. S[redacted]Consumer Relations Specialist

Attached is the responseBusiness response copied and pasted below by Revdex.com staff 2/7/17:January 31, 2017Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy...

Number: [redacted]Policy Type: Personal AutoNAIC Number: [redacted]Company Name: Progressive Mountain Insurance CompanyMs. [redacted],We’re writing in reply to your letter dated January 25, 2017. We’re sorry for the situation and any miscommunication and we appreciate the opportunity to explain when we received the payment and the coverage denial.  On December 15, 2016, we issued a Cancellation Notice to Mr. [redacted] advising that his policy would cancel as of 12:01 a.m. on December 27, 2016, because we hadn’t received his payment. It stated the payment must be received or postmarked by 12:01 on December 27, 2016, if he wanted to avoid the cancellation. It also provided options for him to make the payment over the phone or online at progressive.com.Mr. [redacted] reported the claim at 9:39 p.m. EST on December 27, 2016, indicating that he struck a deer while driving his 2015 Toyota Camry. The reported loss location was Quacco Road in Savannah, Georgia. After the initial report, we contacted Mr. [redacted] on December 28, 2017, at 10:52 a.m. EST. During that call, we indicated that we’d transfer the claim to a file owner for follow up. The new claim representative contacted Mr. [redacted] later that day at 2:18 p.m. EST. During that discussion, our representative indicated that he’d look into the policy payment and explained that we hadn’t received the payment and that if the postmark were after December 27, 2017, there likely would be no coverage, as the policy canceled effective December 27, 2017, at 12:01 a.m.On December 28, 2016, we issued a Final Bill confirming that we canceled the policy December 27, 2016 at 12:01 a.m. and the balance owed on the canceled policy.On January 4, 2017, we received a payment with a postmark date of December 29. 2016. We applied the payment to the balance owed and issued a $21.19 refund to Mr. [redacted].On January 5, 2017, Mr. [redacted] called about the payment. We advised that unless he provides proof from the post office that shows they received the payment prior to 12:01 a.m. on December 27, 2016, the policy will remain canceled. On January 6, 2017, Mr. [redacted] contacted us regarding the automated system that advised him the payment was on December 29, 2016. We advised him that the system picks up the postmark date entered, not the date we actually received the payment, which was January 4, 2017. As the loss was outside of the active policy period, we denied the claim. On January 17, 2017, we formally communicated the denial to Mr. [redacted] both verbally and in writing.We’ve enclosed copies of the policy and claim documents. If you have any policy questions, please call Dona. If you have any claims questions, please call David.Sincerely, Dona R[redacted] David F[redacted]Consumer Relations Specialist Manager Central Claims Unit[redacted]

February 15, 2016 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 Ms. [redacted], I'm writing in reply to your letter dated February 8, 2016. I'm sorry for any confusion, but we updated the policy correctly and we notified Mr. [redacted] of the changes in writing and verbally on several occasions. On the Application, Mr. [redacted] stated that he was the only driver and household resident and he acknowledged that we’d obtain new or updated information to service his insurance. He also agreed that we’d adjust his billing if there were any changes on the policy. On July 18, 2015, Mr. [redacted] called us to reinstate his policy and change his address. During this conversation, we asked if there were any other drivers of driving age in the household. Mr. [redacted] said he lives with his cousin, [redacted]. We advised him he had to list all family household members on the policy. Mr. [redacted] said he didn’t have his cousin’s information at that time, so we said we’d follow up with him on the matter. We sent several notices to Mr. [redacted] about his cousin. Once we added him to the policy, we notified Mr. [redacted] of that change and how it affected the billing. On October 9, 2015, Mr. [redacted] advised that he’d send in the form to exclude his cousin. At that time, Mr. [redacted] alleged that one of our representatives said we’d backdate the exclusion to the date we added his cousin. We advised him that isn’t something we do, but we’d look into it further. When we went to pull the call to see what transpired, Mr. [redacted] admitted that no one told him we’d backdate the exclusion. Once we received the signed form, we excluded [redacted] on the policy and adjusted the billing. We canceled the policy at Mr. [redacted]’s request and notified him of the balance he owed on the canceled policy. We advised that if he didn’t make the payment we’d send it to collections. I’ve verified that the balance owed is correct. Once he makes the payment, the collection agency will mark it as paid. He can contact the collection agency at 1-617-969-6100 to discuss any payment arrangements. If you have any questions, please call me at 1-440-395-3384. Sincerely, Dona R[redacted] Dona R[redacted] Consumer Relations Specialist Enclosures

June 20, 2016Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Boat NAIC Number: [redacted] Company Name: Progressive Direct Insurance CompanyMs....

[redacted],I’m writing in reply to your letter dated June 10, 2016.I’m sorry for any confusion, but we did notify Mrs. [redacted] of the change in the coverages offered prior to her renewal in 2013. At that time, her policy was set to expire on October 9, 2013, and we issued her a Renewal Offer on August 26, 2013, which included a notice advising that the On-Water Towing and Labor coverage has converted to Sign & Glide®. This notice did refer her to the included Sign & Glide coverage endorsement for details. The endorsement advised that Sign & Glide would cover on the water towing from the site of a covered disablement to the nearest accessible dock or port where it can be repaired or removed from the water. It advised that anything beyond that would be considered an out of pocket expense for the customer. We feel that we appropriately identified the change in coverage and notified Mrs. [redacted] in a timely manner, which would allow her the opportunity to consider her options.Regarding the June 2015 service request, it’s unclear if there was an error on our vendor’s part or if the tow to location was the nearest assessable port. While we understand Mrs. [redacted]’s frustration, we’re unable to honor her request for reimbursement. I’m sorry for any frustration she’s experienced. If you have questions, please call me at 1-440-910-0615.Sincerely, Heather M[redacted]Heather M[redacted]National Claims Unit

Please see attached.