Progressive Corporation

[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 [redacted]’s monthly payment was most recently set up to be automatically withdrawn from his bank account on the 10th of each month, using our Electronic Funds Transfer (EFT) billing option.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 22, 2016Revdex.com 2800 Euclid Avenue, 4th floorCleveland, OH  44115Attn: [redacted]Re: File Number: [redacted]Customer: [redacted]Claim Number: [redacted]Policy Number: [redacted]Policy Type: Personal AutoNAIC Number: [redacted] Company Name: United Financial...

Casualty CompanyMs. [redacted],Thank you for the opportunity to address Thelma [redacted]’s concerns with respect to an accident involving a vehicle she rented that occurred on October 26, 2014, in [redacted], California.  Ms. [redacted] rented a 2007 [redacted] from [redacted] Car Rental. The [redacted] was being driven by an individual that was not specifically listed on Ms. [redacted]’s insurance policy. Unfortunately, we could not provide coverage for the accident as it involved an unlisted vehicle and driver. We sent a letter to Ms. [redacted] advising her of our coverage decision. I’m sorry for any confusion regarding our decision not to provide coverage for this accident. I regret we will be unable to address the bill Ms. [redacted] has received from a collection agency representing the third party insurance carrier.       Please call me at 1-916-246-3056 if you have additional questions. Sincerely, Thomas A. S[redacted]Thomas A. S[redacted]Compliance Manager

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

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

[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]

June 1, 2016Revdex.com2800 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 Garden State Insurance CompanyMs....

[redacted],I’m responding to your letter dated May 26, 2016. Thank you for the opportunity to clarify the situation.Ms. [redacted] purchased her policy on March 19, 2016. The total policy rate for the six-month period was initially quoted and agreed to for $1,220. The initial payment was $114.93 with subsequent monthly payments to be electronically withdrawn from Ms. [redacted]’s bank account on the 19th of each month for $222.02.Upon completing the Application for Insurance, Ms. [redacted] identified that she had completed a defensive driving course, which made her eligible for a Defensive Driving Course Discount. A checklist was sent with the Application for Insurance, which requested documents showing the completion. A second request for the documents was sent on April 10, 2016. Because we didn’t receive the information, we removed the discount, sent an explanation Memo, issued a revised Coverage Summary, and a revised Payment Schedule.I’m sorry if we provided poor customer service, and I would like to offer our sincere apology to Ms. [redacted]. She can still get the benefit of the discount if she will provide the documents showing she completed an approved defensive driving course. She can get more information about this by calling our Customer Relationship Center at 1-800-888-7764 at her convenience or the information is available online. If she will forward it to me directly, I’d be happy to backdate the change for the full discount effective March 19, 2016. She can fax it to me at 1-813-804-6464 or send it to me via email at [email protected]. Please remember to put a policy number on all documents forwarded.I’m happy to answer any questions Ms. [redacted] may have about her policy. She can contact me at 1-440-620-6943.Sincerely,Nancy A[redacted]Nancy A[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.  It's clear in Progressive's response that they used by billing address in place of my physical address by mistake.  It's not my fault, because the mistake was make by progressive.  If the rate at my correct address is higher, I will be happy to pay it.  In either case, progressive changed my policy without my permission based in inaccurate information.
Regards,
[redacted]

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 [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]

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

Our response and documents are attached.

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

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

Progressive agreed to pay $50 back to me.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.If payment is not made on time, this case should be reopened.
Regards,
[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

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

(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

[redacted]

August 10, 2015Revdex.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: Progressive West...

Insurance Company[redacted]  [redacted], I’m writing in reply to your letter dated July 31, 2015. [redacted]’s policy with us started effective February 4, 2015, and was written through [redacted], a non-servicing agent who quotes and sells policies, but does not service the policy after upload. We require all family household members who meet the minimum driving age of 15 ½ years to be listed on the policy as either a rated or excluded driver on the policy. When a driver is excluded, we require the customer sign a Named Driver Exclusion Election form. On April 22, 2015, [redacted] contacted us and [redacted] and [redacted] were added as excluded drivers on the policy. An excluded driver’s information is listed on the policy, but driving record information does not affect the premium. In addition, an excluded driver is not provided coverage if involved in an accident while operating the vehicle. On April 23, 2015, we sent [redacted] a Coverage Summary page confirming the changes made to the policy. We also sent a memo and Named Driver Exclusion Election form to be completed and returned by May 22, 2015, to avoid an increase or cancellation of the policy. When we didn’t receive the form, we added [redacted] to the policy as a rated driver. This change, effective April 22, 2015, resulted in a $1,454 increase. On June 1, 2015, we sent an adjusted payment schedule to [redacted] reflecting the revised installments amounts. On June 2, 2015, we sent a revised Coverage Summary page.We did not have [redacted]’s license number. Therefore, we were unable to change [redacted]’s driver status from excluded to rated, as we did for [redacted]. Since we did not have the information needed or a signed Named Driver Exclusion Election form for [redacted], the policy became an unacceptable risk.  On June 3, 2015, we sent [redacted] a Cancellation Notice. The notice indicated that to prevent the policy from canceling, the Named Driver Exclusion Election form needed to be returned by June 24, 2015. We canceled the policy effective June 24, 2015, as we did not receive a reply.On July 2, 2015, we sent a Final Bill for $959.90. The amount due reflects the prorated amount for coverage provided up to the cancel date and includes applicable fees. Our fees are filed and approved by the [redacted] Department of Insurance and are listed on the Coverage Summary page.On July 30, 2015, [redacted] contacted us and during the conversation, the representative asked the [redacted] to confirm her address listed on the policy. We confirmed there were no errors on the address and we also confirmed there was no returned mail on the policy. [redacted] also disclosed on the call that she did receive the Coverage Summary page that was mailed on June 2, 2015, confirming her son [redacted] was now being listed as a covered driver on her policy.  On August 5, 2015, I contacted [redacted] and spoke with [redacted]. I was able to confirm with him that when the policy was quoted and later uploaded, [redacted] was the only driver listed. I was also informed the New Business Application reflecting the policy information was emailed to [redacted] at [redacted] on February 4, 2015, to sign electronically. I’m sorry if [redacted] did not receive the documents we issued. The documents were mailed to the address of [redacted]. We require proof of duplicate coverage to remove [redacted] from the policy.  The proof must reflect [redacted] as a rated driver for the [redacted] during the dates of April 22, 2015 to June 24, 2015. Proof of duplicate coverage and the request to delete [redacted] can be faxed to 1-800-[redacted].  If [redacted] did not have duplicate coverage, the $959.90 balance on the policy remains due.If you have any questions, please call me at 1-800-[redacted].Sincerely,Jennifer R[redacted]Jennifer R[redacted]Progressive West Representative

(The following was copy/paste by Revdex.com staff - LST)[redacted]June 27, 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 Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance CompanyMr. [redacted],I'm writing in reply to your letter dated June 23, 2017. Thank you for allowing me to address Mr. [redacted]'s follow up comments. I hope this clears up what happened. Mr. [redacted] is correct. When he purchased his policy online in 2016, he electronically signed the Application and rejection forms. An online signature is as valid as a handwritten signature and constitutes an agreement from him to accept the policy coverages he chose and to pay for the coverages he purchased.Mr. [redacted] states in his follow up that "at the time shown" he was in Afghanistan.  I'm not sure if he means when he obtained his policy in 2016, or when we issued the Coverage Summaries to him on April 21, 2016, September 12, 2016, and March 13, 2017. Because Mr. [redacted] chose to receive his policy documents via his email address, that's how we sent the documents to him. We issue renewals early so our customers can review them and decide if they want to accept the offer as is or if they want to make any changes. While his policy was active, Mr. [redacted] could've called us to make changes, or he could've done that himself online.I appreciate Mr. [redacted]'s service to our country. I'm sorry that I can't change the situation, but we can only provide coverages that were on his policy at the time of the loss. If you have any questions, please call me at [redacted].Sincerely,Dona R[redacted]Consumer Relations Specialist