Progressive Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. As long as all out of pocket expenses relating to the accident ar covered then I fully accept the response. As of now, they have agreed to waive the deductible and cover my rental fees which will cover most of the loans I took out. As long as the remainder gets resolved (what I paid to make my car driveable out of pocket) then yes I agree and am satisfied. I hope to have this all finished and finalized by mid-next week.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12161468, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
Jennifer Martinez

[redacted]September 13, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Lou [redacted]Re: File Number: [redacted] Customer Name: Joseph [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted]...

Company Name: Progressive Direct Insurance CompanyMr. [redacted],I’m responding to your letter dated September 8, 2017. Thank you for forwarding Mr. [redacted]’s concerns.  I’d like to provide a brief history of the recent policy events.Mr. [redacted]’s monthly payment was most recently set up to be automatically withdrawn from his bank account on the 10th of each month, using our Electronic Funds Transfer (EFT) billing option. His most recent policy term was from February 10, 2017 to August 10, 2017, and his average monthly payment was approximately $233. In mid-July, we sent his Renewal Offer indicating that his monthly payment would be increasing to approximately $354 per month due to a change in his driving history.He called us on August 9, 2017, the day before the policy renewal, and requested payment arrangements, because he didn’t have the entire $354.74 that  was due to avoid a coverage lapse. We arranged to allow a tolerance payment of $213.24 but also let him know that we’d immediately send out a 10-day Cancellation Notice for the balance. We sent a Cancel Notice on August 17, 2017 to be effective August 28, 2017. Because we didn’t receive the needed payment, we cancelled the policy and refunded $3.33 of the unused premium to Mr. [redacted]’s credit card.We are unable to refund Mr. [redacted]’s payment of $213.24, because we provided coverage during those first weeks of his recent renewal period. If he secured other coverage, we agree that he doesn’t need two policies, and if he’ll send us a copy of his other coverage showing the duplication, then we’ll refund his payment.We are respectfully declining his request to offer a reinstatement, because we made a concession to take a smaller payment. Mr. [redacted] was fully aware of the arrangement and the additional payment needed and didn’t keep his part of the agreement.I’m sorry for the inconvenience this situation caused Mr. [redacted], and although we won’t reinstate this policy, we will assist him in quoting a new policy moving forward.If you have any questions, please call me at [redacted].Sincerely,Nancy [redacted]Nancy [redacted]Consumer Relations Specialist

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

[redacted]

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

[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]

Please see attached.

Our response and documents are 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.  For your reference, details of the offer I reviewed appear below.Reviewing the response, a lot of things have been left out of the company's letter. In Wisconsin, Statute 346.18(1) states that "the operator of any vehicle driving at an unlawful speed forfeits any right of way which he or she would otherwise under this subsection". The fact that she has a 25 mile speed limit sign means that she should be going that speed limit. 25 miles/hr does not damage the knuckle of my passenger front side's wheel (as shown in the attachment). Also that the company states two adults were mentioned. Yes I've stated that but they are withholding the other driver's claim of of child's existence in the car which no one saw a child. I even contacted the police officer to ask him about the existence of a child (voice message attached). I haven't claimed fault at all in this situation. I did my part with the stop sign and should not have any more emphasis just because I have a stop sign. The other driver should NOT be driving in the first place for not having insurance. It is showing that my insurance company is condoning such behaviors that it is okay to drive not only without insurance, but for uninsured motorists to commit unlawful acts such as excessive speeding and people who pay for insurance to take the fall. The driver did not stop or use her brakes and was 10 car lengths away from the accident scene (also as shown in the attachments where my vehicle is far in the background). This letter also fails to mention that not only I stopped at my stop sign, I looked both ways to make sure it was safe until she sped through unlawfully. But Statute 346.18(1) should negate her right-of-way, especially since she hit me. I was injured in the process and went to the doctor's checkup but my insurance is not going to help me because they are putting me at fault. 
Regards,
John [redacted]

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]

April 29, 2016Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted]   Customer Name: [redacted]    Claim Number: [redacted]   Policy Number: [redacted] Policy Type: Personal Auto  NAIC...

Code: [redacted] Company Name: Progressive Southeastern Insurance Company    Ms. [redacted],I am writing in reply to your inquiry dated April 26, 2016. Thank you for the opportunity to clarify the situation. To ensure we conducted a complete investigation, we contacted Answer Financial, the agency Mr. [redacted] purchased his policy from, to have them review the conversation. Per their review, and as Mr. [redacted] mentioned, he wanted the coverage on our policy to match what he had with [redacted]. There was no discussion of Glass coverage, and he did not request a $0 deductible. We quoted $500 deductibles for both Collision and Other-than-Collision coverage. The agent reviewed the coverages with Mr. [redacted] and he agreed to them. The specific Glass coverage Mr. [redacted] refers to, in which the customer does not pay a deductible in the event of a Glass claim where a replacement of window glass is required, is not an available coverage option on our policies in North Carolina. In addition, the [redacted] of North Carolina does not mandate this type of coverage. Because we do not offer a zero dollar deductible as an option, and the [redacted] does not mandate it, we would not discuss it when quoting a new policy for a customer in North Carolina. If Mr. [redacted] brought up the topic of Glass coverage, our agent would have provided more information. I am sorry for any frustration Mr. [redacted] experienced. Based on our investigation, we are unable to honor Mr. [redacted]’s request to waive his deductible. If you have any questions, please feel free to call me at 440-910-7503, Monday - Friday, 9:00am to 6:00pm CST.Sincerely, Jesus R L[redacted]Jesus L[redacted]National Claims Unit

May 19, 2016Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn:  [redacted] Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Motorcycle NAIC Number: [redacted] Company Name: Progressive Universal Insurance...

CompanyMs. [redacted],I'm writing in reply to your email dated May 12, 2016.   Our customer reported this claim to us on March 9, 2016, after his attempts to go through [redacted] Insurance, Ms. [redacted]’s insurance company, were unsuccessful.  Liability in this matter is disputed and both drivers involved have obtained counsel to represent them in this matter. Prior to finalizing our liability investigation, we've given our customer’s attorney an opportunity to provide us with the alleged video evidence that apparently exonerates our insured driver.  If we do not receive this additional evidence by May 23, 2016, we will finalize our liability investigation and communicate our decision to all parties involved. I'm sorry for any inconvenience Ms. [redacted] has experienced.  Please call me with any questions at 1-309-407-3240.Sincerely,Terry B[redacted]Terry BrayClaims Manager

Mr. [redacted]
Attached is our response and supporting documents.
Thank you,
Rose [redacted] Consumer Relations Specialist

Response attached. ThanksBusiness response copied and pasted below by Revdex.com staff MT 4/24/17:April 21, 2017Revdex.com, Inc.2800 Euclid Avenue 4th FloorCleveland, OH  44115-2408Attn:  Melissa TrahanRe:  File Number:   [redacted]       File Name: [redacted]       Claim Number: [redacted]       Policy Type: Personal Auto       NAIC Number: 155-10067       Company Name: Progressive Hawaii Insurance CorporationMs. T[redacted]I’m writing in reply to your follow up letter dated April 14, 2017. Ms. W[redacted] agreed to settle her total loss on April 14, 2017. We’re waiting for her power of attorney odometer statements to arrive via Fed-Ex tracking number, [redacted]  Ms. W[redacted] released her vehicle to us and it’s now located at our storage free facility. If I can be of further assistance in this matter, please call me at [redacted] or email me at [redacted] 
Sincerely,Jessica [redacted]Jessica [redacted]Claims Manager

final response attachedBusiness response copied and pasted below by Revdex.com staff MT 4/21/17:April 20, 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],I'm writing in response to Mr. [redacted]'s latest follow up.We're unable to provide our internal guidelines to Mr. [redacted]. I'm sorry if he feels differently,but the fact that we work with outside companies doesn't mean we don't need officeemployees.To recap the chain of events:• We canceled the policy for nonpayment effective 12:01 a.m. on December 27, 2016.• Mr. [redacted] reported the claim at 9:39 p.m. on December 27, 2016.• On December 28, 2016, the claims representative advised Mr. [redacted] that he’d checkinto the payment Mr. [redacted] said he'd made because we hadn’t received it. Therepresentative advised that if the postmark was after December 27, 2016, there'dlikely be no coverage because the policy canceled effective December 27, 2016, at12:01 a.m.• On January 4, 2017, we received the payment with information that its postmarkdate was December 29, 2016.I'm sorry for the situation, but we can't provide coverage for his loss.Sincerely,Dona [redacted]Consumer Relations Specialist

February 9, 2016Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Commercial AutoNAIC Number: [redacted] Company Name: Drive New Jersey Insurance Company Ms. [redacted],I’m writing in response to your follow up letter dated February 3, 2016.As of February 4, 2016, we have confirmed with Mr. [redacted] that this claim has been completely resolved.If you have any other questions, please call me at 1-1-856-780-4624. Sincerely,Jeffrey T[redacted]Jeffrey T[redacted]Claims Manager

(The following was copy/paste by Revdex.com staff - LST)[redacted]September 8, 2017Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: Lou [redacted]Re: File Number: [redacted] Customer Name: Greg [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number:...

[redacted] Company Name: Progressive Universal Insurance CompanyMr. [redacted],Thank you for your letter dated September 4, 2017. I appreciate the opportunity to address Mr. [redacted]’s concerns.Our goal is to keep rates as stable as possible for our renewing customers. We don’t like to see any customer’s rate go up, but sometimes it’s necessary. This doesn’t happen at every renewal, sometimes the rates are not affected, or even go down. When the rates go down, we’re able to pass the savings on to our customers in the form of a lower rate.Like all insurers, we periodically review our rates to ensure they’re adequate to cover the cost of doing business. We look at many factors when determining a price for all of our customers.To help determine and accurate rate, we review certain information to assign a “risk tier.” A risk tier is a category of customers who share similar risk characteristics. When finalizing the rate for a customer, we review and adjust risk tiers based on the information that we have for each customer.Insurance rates are also affected by what a customer does and how we calculate rates. If we need to revise the way we calculate rates, and if the total effect of our changes would cause the rate to change up or down substantially, we will usually not apply them fully to the policy when it renews. Instead, it will be gradually applied over time.The rate will not change dramatically due to changes we make, such as when we adjust rates based on where customers live, types of accidents or violations, vehicle types, particular limits and deductibles, age groups, or marital status.On the other hand, the rate will change fully when things about the customer, other drivers on the policy, or the vehicles on the policy change. Because of this program, the renewal rate may be higher or lower than the rate a customer would pay if this program were not in effect. This approach helps us deliver more stable rates over time to the customer.I thank Mr. [redacted] for being a valued customer, and I hope this helps to explain how rates are determined. If you have questions, please call me at [redacted].Sincerely,Gwendolyn [redacted]Gwendolyn [redacted]Consumer Relations Specialist

Mr. T[redacted],
Attached is our response and supporting documents.
Thank you,
Rose S[redacted] Consumer Relations Specialist [redacted]

(The following was copy/paste by Revdex.com staff - LST)[redacted]June 27, 2017Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]  Re: File Number: [redacted]   Customer Name: [redacted]    Policy Number: [redacted]  Policy...

Type: Motorcycle    NAIC Code: [redacted]    Company Name: Progressive Advanced Insurance Company              Mr. [redacted]I’m writing in reply to your inquiry dated June 21, 2017. I understand that Mr. [redacted] disagrees with the amount of his refund, and I’m sorry for that. We’ve previously addressed this issue with the [redacted] (DOI) and Mr. [redacted]. To date, the DOI hasn’t requested any additional information or contacted us indicating that they believe we owe Mr. [redacted]’s any additional money. We file our cancellation methods with the department, and we informed Mr. [redacted] how we cancel when he purchased his policy. I’ve attached all the correspondence and the policy documents we provided to the DOI. I’ve also included all of Mr. [redacted]’s policy documents for his records.I hope I’ve clarified this matter, we do consider it closed. If you have any questions, please call me at [redacted].Sincerely, Jeff P[redacted]Consumer Relations Specialist