Progressive Corporation

July 25, 20**Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal AutoNAIC Number: ***-***any Name: Progressive Premier Insurance Company of IllinoisMs [redacted] ,We’re writing in reply to your letter dated July 21, 20**We’re sorry for any confusion and appreciate the opportunity to clarify the situationWhen Ms [redacted] purchased her policy over the internet, she selected the coverages she wanted on her policyOur website has safeguards in place to educate consumers about the coverages available; it includes an invitation to chat with a live agent, which gives them an option to have a licensed agent call them at their convenience to discuss the coverage options available and to answer their questions before they purchase a policyWe can’t force a customer to purchase Comprehensive and/or Collision coverage for their vehicleOur quoting system allows a customer to list a lienholder without Comprehensive or Collision coverage; however, if they do this, they receive a warning that their finance company may require Comprehensive and Collision Coverage, and if they’re considering removing or not adding them, it strongly recommends that they contact their finance companyWe’ve attached copies of the Application that Ms [redacted] signed accepting the coverages she chose and the Coverage Summary that also listed her chosen coverages.We were alerted of a coverage issue on July 21, [redacted] and spoke with Ms [redacted] on the same dateDuring our discussion she stated that while she was taking out the policy online that she had additional questionsShe stated that she called the 1-800-Progressive phone number and spoke with a male agentDuring this conversation she states that she was told to execute the policy online and that he would call her prior agent on Monday to confirm her prior coveragesMs [redacted] states that she never heard back from the policy services representative and no changes were made to her coverage As a result of her inquiry, we have requested any recorded calls in reference to the above captioned policy be retrieved, so that we can determine applicable coverages for this lossWe expect to have the results of the call retrieval no later than August 1, 20** If you have any policy questions, please call DonaIf you have any claims questions, please call Tony.Sincerely, Dona R [redacted] Dona R [redacted] Consumer Relations Specialist1-440-395-3384Tony S [redacted] Tony S [redacted] Newnan Claims Supervisor1- 678-621-

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 responseAs of now, they have agreed to waive the deductible and cover my rental fees which will cover most of the loans I took outAs long as the remainder gets resolved (what I paid to make my car driveable out of pocket) then yes I agree and am satisfiedI hope to have this all finished and finalized by mid-next week Regards, [redacted] ***

How is it possible for them to send me insurance cards if I didn't pay? If it was a mistake on there end they have to be held responsibleNo one sent an email, letter or even called to let me know that it was a mistakeI have the proof of the insurance cards, around that time for active insuranceThat led me to believe that everything was fineI also have a call log for them but according to the person from the email, I never called

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12162253, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I DO NOT agree with their responseThere is no such thing as a MANDATORY fee for the state of [redacted] , which is what the representative told me over the phone, that alone is fraud, much less is it an acceptable business practice to charge an erroneous fee, especially when a person SELLS a carThat is completely and utterly shameful, to charge someone when they sell a car and no longer need insurance on the vehicleI absolutely will NOT EVER use their products again, and I will be sure that all of my friends, family and colleagues know how scandalous this company is Regards, Jessica [redacted]

(The following was copy/paste by Revdex.com staff - LST)***May 1, 2017Revdex.com Euclid Avenue, 4th FloorCleveland, OH Attn: Lou [redacted] Re: File Number: [redacted] Customer Name: Phyllis [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive American Insurance Company Mr [redacted] ,I’m writing in response to your letter dated April 25, Thank you for making us aware of Ms [redacted] ’s concernsI can certainly understand her frustration to find that we withdrew her payment on April 18, 2017, when she thought it was due on April 28, Here’s an explanation to help you understand what happened.Ms [redacted] ’s policy initially started on November 18, 2016, on the EFT payment planPayments are withdrawn each month on the same day the policy started, which in this case was the 18thOn December 16, 2016, Ms [redacted] asked her agent to change her due date to the 28th of the monthWe do offer the option to extend a due date on any payment except the last payment and the initial renewal paymentWe sent Ms [redacted] a revised Payment Schedule letting her know that we changed the due date for the December through March paymentsHowever, because April was the last payment due for this policy period, we couldn’t change the due date on that paymentI’m sorry if this wasn’t explained to Ms [redacted] On April 14, 2017, we sent Ms [redacted] a Renewal Offer letting her know that we’d automatically withdraw a payment of $on May 18, 2017, to renew the next policy periodWe also let her know if she doesn’t want us to withdraw the payment on that date, she needs to call us five to seven days before that date so we can stop the withdrawalAfter Ms [redacted] renews the policy, if she’d like us to change the due date on her remaining payments (except the last one), she can call her agent or us and we can do that for her On April 15, 2017, we sent Ms [redacted] an email, again reminding her that we’d withdraw a payment of $on April 18, Because we didn’t hear from her, we withdrew the payment as scheduled.I know this isn’t the answer Ms [redacted] wanted to hear, and I wish I had better newsWe didn’t make a mistake when we withdrew the scheduled payment, so we’re unable to reimburse her for any bank fees incurred.I’m sorry for the inconvenience this situation causedIf you have any questions, please feel free to call me at [redacted] Sincerely, Rose [redacted] Consumer Relations SpecialistEnclosures

(The following was copy/paste by Revdex.com staff - LST)***August 28, 2017Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: Lou [redacted] Re: File Number: Customer Name: Elizabeth [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 August 22, I have great news! I’ve canceled Mrs [redacted] ’s policy effective June 1, I’ve also made an accommodation to waive the $installment fee for removing automatic payments.I’ve reviewed the call from May 17, 2017, Mrs [redacted] stated that she wouldn’t be renewing her policy with us on June 1, 2017, because of the increased payments resulting from her husband being added to the policyWe removed the automatic payments from the policy to prevent the next withdrawal on June 2, 2017.Mrs [redacted] had a bill plan with a customer selected due dateWith this bill plan, Mrs [redacted] selected the second of each month to have her payments withdrawn from her checking accountAlthough the payment wouldn’t come out of her account, the policy would still renew if the renewal isn’t canceled.Based on this call, I can understand Mrs [redacted] being under the impression that her policy would cancel effective June 1, Mrs [redacted] will receive a revised Cancel Notice in the mail within 7-business daysThis leaves a balance due of $I’ve contacted [redacted] (collection agency) and informed them of the revised amount due.I’m glad that I could resolve this matter for Mrs [redacted] If you have any questions, please feel free to call me at [redacted] .Sincerely,Gwendolyn [redacted] Consumer Relations Specialist

October 27, Revdex.com Euclid Avenue, 4th Floor Cleveland, OH 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 MrT [redacted] , I’m writing in response to your letter dated October 20, Thank you for forwarding MrS***’s concernsI know this whole ordeal has been frustrating for him, and I'm very sorry for thatI 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 investigationBecause the police weren’t called to the accident, there’s no crash report to referenceAfter thorough and thoughtful consideration of all the evidence, we determined that MrS [redacted] isn’t liable for the accidentHowever, the other party involved in the loss provided a different version of the facts of lossDue to this being a word versus word situation, the other party’s insurance company denied liability for the accident and denied payment to MrS*** Our claims representative called the other insurance company to advocate on behalf of MrS [redacted] and attempted to influence their liability decisionAlthough our representative leveraged the merits of our case and got the other carrier to accept 50% responsibility for the accident, we still feel that MrS [redacted] shared no responsibilityTherefore, we’ll be pursuing full recovery for MrS***’s damages through subrogation and arbitration as needed I’m very sorry for the inconvenience this has caused MrS***, 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] [redacted] Claims Manager

(The following was copy/paste by Revdex.com staff - ***)***July 6, 2017Revdex.comEuclid 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 submittedThank 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 evaluationThese medical records were received, and we completed a final evaluation on June 30, On this same date, we made Ms [redacted] an offer for a resolutionWe were advised by Mr [redacted] , [redacted] ’s father, that they were rejecting our settlement offer and were retaining legal counselOn 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***Derlyn G***Claims SupervisorFor your protection, Arizona law requires the following statement to appear on this form Any person who knowingly presents a or fraudulent claim for payment of a loss is subject to criminal and civil penalties

AttachmentBusiness response copied and pasted below by Revdex.com staff MT 3/10/17:March 10, 2017Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Code: [redacted] Company Name: Progressive Southeastern Insurance Company MsT [redacted] I’m writing in reply to your inquiry dated February 28, We understand that MrB [redacted] is frustrated that we’re unable to cover his lossWe’re happy to review his policy and address his concernBecause, we’re a regulated business there are certain rules we have to followOne of the rules we have to follow is that if our physical damage rates are more than the rates set by the North Carolina Rate Bureau, our customer must sign a Consent to Rate (CTR) Form accepting our higher ratesIf we don’t receive the signed form back, we’ll issue a Physical Damage Cancel NoticeWe sent forms on the following dates: February 5, (CTR)February 8, (CTR)February 22, (CTR & Notice of Physical Damage Cancellation)We’ll forward a stamped Certificate of Mail as soon as we receive it from our Records departmentUnfortunately, MrB [redacted] never signed and returned the CTR Form, so we removed Physical Damage coverage from his policy effective March 4, 2016, which is prior to the claim on January 15, Because MrB***s policy did not have Physical Damage coverage at the time of loss, we’re unable to afford coverageWe understand that MrB***’ lienholder may require that he carry Physical Damage coverage on his financed vehicle, but we’re unable to offer him those coverages without his signature consenting to our ratesWe’re sorry for the trouble this has causedIf MrB [redacted] wants to add the coverage back on to his policy, he can contact our Customer Care Center at [redacted] and we’ll be happy to assist him If you have any claims questions, please call Jim Armstrong at 1-919-845-If you have any underwriting questions, please call Jeff Potter at 1-440-620-Sincerely,Jim [redacted] Jeff [redacted] Jim [redacted] Jeff [redacted] Claims Manager Consumer Relations SpecialistAttachments

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 read what Jeremy W [redacted] wrote and have to dispute every word he saidFirst of all I'm getting in contact with my lawyer and the insurance commissioner of ***, things he wrote were untruthful! He said that I stopped by to talk about about a matter of the car on Friday April no I stopped by because I was there to pick up my car for the second time for them to fix itMr Michael C [redacted] didn't know anything about these problems until weds right before I picked it upI have a witness that stood there and heard me C [redacted] say that he literally got there right before I did and he didn't even have a chance to test drive my carNo he didn't test drive my car multiple times he was the only one that seemed to want to help and fix my carI rode in the car with him for his first test drive I told him many many times that my car rose a lot differentlyAs for Jeremy stating that the reason my pain doesn't match is due to a prior bad paint job, I have the voicemail from their claim rep Jared unruh stating that it was due to static electricityJeremy was not a part of these issues and he needs to know I am not a happy progressive customerThere were things on my car that were fixed that shouldn't have been and the things that should have been fixed weren'tI have had my car back maybe two months and the front and rear bumper are already falling off I shouldn't have to pop them back in after I get done driving somewhereTheir number one preferred auto body shop does a poor job in repairing thingsThe place I took it to get looked at after my sunroof flew off my car told me my paint still doesn't match he showed me some more of the pieces that aren't repaired very wellIf brookside kept saying that my motor mount wasn't broken why when I picked it up the second time from there did a skinny guy have to put more clips and pins under the motor before I left to drive away!!! This is ridiculous I shouldn't be having this many problems because of my insurance company and a body shopThe second body shop even pointed out all the rust that was underneath the sunroof and that wouldn't be from wear and tear 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 insurance company’s response is unacceptableThe truck bed needs to be leveled, squared and realignedI should not have to pull out a penny to have this doneIf the insurance company feels that is how much it will take to get the truck bed leveled, squared and realigned then they can go ahead and have the truck bed squared, leveled and realignedCall me when it’s done to pick up the truckIf they can’t, then I cannot accept anything less then $for me to get it doneI’m sending some estimates of prices for the actual parts & materials, along with some articles, prices and/or information by reputable organizations in the business of auto body pricesPlease feel free to contact me at the information below if you have any questionsThank you for your attention to this matter[redacted] ***

April 22, 2016Revdex.com, IncEuclid 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- Sincerely, Chris M***Chris M***Claims Supervisor

March 21, 2016Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: To Whom It May ConcernRe: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive County Mutual Insurance CompanyTo Whom It May Concern,I’m writing in reply to your letter dated March 12, I appreciate the time Ms [redacted] took to express her concernsI understand that she found what happened to be troublingIt wasn't our intentionI’ve listened to the call to understand the situationOur Representative did ask Ms [redacted] why she was canceling her policyWe do ask the reasons why our customers leave us, so that we can improve in the way we price our policies and also improve in our service I’m sorry if Ms [redacted] was offended by our processI’ve submitted feedback to our Customer Care representative’s supervisor for reviewWe strive to provide positive customer experiencesWe do not like to see our customers inconvenienced and I'm sorryIf you have questions, please call me at 1-440-395- Sincerely,Rose V [redacted] Rose V [redacted] Consumer Relations Specialist

MsT [redacted] Attached is our response Thank you, Rose [redacted] Consumer Relations Specialist [redacted] Attn:Melissa [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.T [redacted] I’m writing in response to your follow up letter datedMarch 6, 2017.I’ve reviewed MrL [redacted] ’s request for a refund to remove Mary from his previous policy periodAccording to our December 14, phone conversation withMrL [redacted] ’s agent, [redacted] was still returning home from school on breaks at that time and was considered a household member.It wasn’t until January 24, 2017, that we received a document confirming Mary L [redacted] ’s college address as proof of residencyWe did remove Mary from the renewal policy effective February 8, 2017, but unfortunately, I’m not able to backdate the change to remove Mary on the expired policy period.If you have any questions, pleasecall me at [redacted] Sincerely, Rose [redacted] Rose [redacted] Consumer Relations Specialist

October 20, Better Business Bureau Euclid Avenue, 4th floorCleveland, OH Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance Company [redacted] , I'm writing in reply to your email dated October 13, Your [redacted] was opted out of Snapshot as a non-installer on August 28, The fee for this device (ID [redacted] ), was charged on October 12, 2015, and I reversed it October 19, In reviewing the history, the original device (ID [redacted] ), was replaced on July 14, 2015, and charged on August 28, We received it back resulting in a fee reversal on September 14, On October 19, 2015, one of our representatives opened fleet claim number [redacted] , for the alleged vehicle damage and applied the average discount percentage since we had not received any data I'm sorry for any inconvenience [redacted] has experiencedIf you have any questions, please call me at 1-440- [redacted] Sincerely, Sharon [redacted] S [redacted] Sharon [redacted] S [redacted] Consumer Relations Specialist

February 10, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115Re: File Number: [redacted] File Name: [redacted] Policy Number: [redacted] Policy Type: Personal AutoNAIC Number: [redacted] Company Name: Progressive Select Insurance CompanyTo whom it may concern, I’m writing in reply to your letter dated February 5, We appreciate the opportunity to respond to Ms [redacted] ’ concerns.I am unable to address Ms [redacted] ’ concern pertaining to a lower rate her friend obtained through another carrierEach insurance company develops its rates differently based upon their individual rates and rulesOur rates are approved and are on file with the Florida Department of InsuranceWe base our rates on a number of different factors, some of which are driver age, marital status, driving record, vehicle type, and financial responsibilityWe find we are able to provide the best possible rates to our customers by using a combination of these factorsI have reviewed Ms [redacted] ’ policy and see that all applicable discounts are currently being taken into consideration and that we are offering her the best rate possible at this time.On September 5, 2015, we sent Ms [redacted] a Renewal Offer for the policy period in effect from October 9, through April 9, The policy is set up on a monthly bill plan consisting of an initial payment to renew the policy in addition to five monthly installmentsOn September 23, 2015, we mailed a Renewal Reminder along with a Payment Schedule letting Ms [redacted] know her prior policy period would be expiring October 9, and that we must receive her renewal payment of $no later than October 9, to avoid a lapse in coverage.The renewal payment of $was not received by the renewal date of October 9, causing the policy to lapse or expire.On October 12, 2015, we received Ms [redacted] ’ payment of $The policy was renewedOn October 25, 2015, we mailed a bill letting Ms [redacted] know a payment of $must be received by November 9, This would be considered her first monthly installmentFour monthly installments remain due as shown on the Payment Schedule.On November 16, 2015, we mailed a Cancellation Notice because the installment payment due on November 9, was not receivedThis notification lets Ms [redacted] know her policy would cancel as of December 1, if her payment of $was not postmarked on or before December 1, 2015.No further payments were received causing the policy to cancel effective December 1, A Final Bill was mailed on December 2, 2015.On December 13, 2015, we received the November installment payment of $and the policy was reinstatedWe mailed a Reinstatement Notice on December 13, 2015.On December 24, 2015, we mailed a bill for $283.32, due January 9, This bill consists of both the December installment as well as the January installmentOn January 19, 2016, we mailed a Cancellation Notice letting Ms [redacted] know her payment of $must be postmarked on or before February 3, to avoid the policy cancellation.No further payments were received causing the policy to cancel effective February 3, 2016.The balance remaining due in the amount of $is for coverage provided from October 9, through the cancel date of February 3, Only the initial renewal payment and the first monthly installment payments were received.If Ms [redacted] replaced coverage with another carrier prior to the cancel date of February 3, 2016, please provide a copy of the policy that confirms coverage dates, coverage limits and vehicles coveredIf she has replaced coverage, I will be happy to adjust the cancel date as well as the unpaid balance due.If she did not replace coverage with another carrier, the balance of $is accurate and remains due.I’m sorry for any confusion Ms [redacted] experienced.If you have any questions, please call me at 1-440-620-6941.Sincerely,Eva D [redacted] Eva D [redacted] Consumer Relations Specialist

(The following was copy/paste by Revdex.com staff - LST)***May 26, 2017Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: Lou Re: File Number: [redacted] Customer Name: Theresa [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: 155-Company Name: Progressive County Mutual Insurance CompanyMr [redacted] ,Thank you for your letter dated May 22, I understand Ms***’s concerns regarding the return of her deductibleOn May 25, 2017, I tried to contact her, but was unsuccessful.I have good news! I’ve reviewed the claim with our Subrogation Department and confirmed that we’ve received most of the damages owed, allowing us to reimburse Ms [redacted] directly for the deductible she paid to the repair facility.On May 25, 2017, we mailed a draft for $to her residenceShe should receive it within the next days.I’m sorry for the inconvenience that Ms [redacted] experienced as we sought recoveryIf you have any questions, please feel free to call me at [redacted] Sincerely,Theron [redacted] Claims Manager

August 10, 2015Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal AutoNAIC Number: [redacted] Company Name: Progressive Universal Insurance Company [redacted] ,I’m writing in reply to your follow up inquiry dated August 3, 2015.I have enclosed a copy of the electronic application signed by [redacted] , which explicitly states “all regular drivers of the vehicles described in this application, and all children who live away from home who drive these vehicles, even occasionally, are listed below.”On June 3, 2015, [redacted] was driving the policy vehicle when he was involved in a lossDuring our claims investigation, both [redacted] and her son, [redacted] , told us that [redacted] occasionally drives the policy vehicleThis further supports that he is an occasional driver and represents an underwriting risk.If [redacted] had listed [redacted] as a driver on her policy, the policy rate would have increased by percentAs such, failure to list [redacted] on the Application for Insurance represents a material misrepresentation at the time of the applicationFor this reason, we rescinded the policy and declared it void back to inception, April 3, 2015.If I can be of further assistance, please call me at 1- [redacted] .Sincerely,Timothy B***Timothy B***Claims ManagerWilson Mills Road ***Mayfield Village, OH 44143Fax: 1- [redacted]

August 4, 2016Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Northern Insurance CompanyMs [redacted] ,I'm writing in reply to your email dated July 29, This claim was reported to us on June 14, We conducted a thorough liability investigationAs a result of this investigation, we accepted liability on behalf of our customerOn June 20, 2016, we completed the inspection of Mr [redacted] ’s vehicle deemed it a total lossMr [redacted] ’s insurance agreed with our decisionTo establish the value of the vehicle and offer a claim settlement, a valuation was completedThe source of the valuation, [redacted] Total Loss, searches for comparable vehicles and makes adjustments to account for differences between the comparables and the loss vehicleThe adjusted items included differences in equipment, mileage and dealer asking versus projected selling pricesThe valuation was within the settlement guidelines laid out in the Illinois Improper Claims Practice Act We offered Mr [redacted] a settlement offer on June 21, 2016; one day after the inspection was completedUpon receiving the offer, Mr [redacted] declined settlement, indicating that he was entitled to additional compensationOver the course of the next five weeks, we sent approximately email messages to Mr [redacted] addressing his questions, discussing his concerns and explaining our offerDuring this time, we repeatedly made requests to discuss the claim over the telephone to prevent delay and address the concerns in real timeAs the claims manager, I offered to discuss the file outside of traditional business hours to accommodate Mr [redacted] ’s scheduleHe also declined this offerUltimately, in an effort to reach an amicable resolution we agreed to offer additional settlement dollars to match the value presented to Mr [redacted] by his carrierThis offer was made not because this value was any more accurate, as Mr [redacted] never presented any supports to show that, but to reach resolution.We've offered a fair and legal claim settlement including providing a written explanation of the source of our offerWe have responded to Mr [redacted] ’s demands with explanation about what damages are legally compensableWe offered payment for a replacement vehicle for three days after the offer was made, which is consistent with the Illinois Improper Claims Practice Act requirement of “reasonable and necessary costs.” Additionally, we responded to Mr [redacted] consistently throughout the duration of the claim in his preferred manner of communication, in spite of our belief that it creates challenges in the resolution processThe fact that his arguments all stem from a disagreement on the value of his vehicle and what compensation he is entitled to does not constitute bad faith as allegedThis claim has subsequently been resolved with payments issued to Mr [redacted] on August 1, and his lienholder August 3, 2016.Please call me with any questions at 1-630-378-8909.Sincerely, Timothy B***Timothy B***Claims Manager - Chicago

MsT***, Attached is our response and supporting documents Thank you, [redacted] Consumer Relations Specialist [redacted] Business response copied and pasted below by Revdex.com staff MT 3/27/17:March 23, 2017Revdex.com Euclid Avenue, 4th FloorCleveland, OH Attn: Melissa T***Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto [redacted] Company Name: Progressive Direct Insurance Company MsT***, I’m writing in response to your follow up letter dated March 20, 2017.MrV [redacted] continues to make the same arguments about liability in this matterWe’ve already addressed all liability arguments in our previous responsesOur position remains that MrV [redacted] was at fault; therefore, the liability denial standsMrV [redacted] has demanded several pieces of evidence, including statements of all parties, photos and the police reportI’ve attached MrV [redacted] ’s transcribed statement, photos he submitted, our police report request (no report was written) and a view of the intersection which is publicly availableAll other statements and photos are the proprietary work product of Progressive Direct Insurance Company and are being held in anticipation of future litigationMrV [redacted] has alleged that we have a strong motive to deny his claim, we are in bad faith and we are in violation of M.G.LChapter 93AAgain, we respectfully deny these allegations as outlined in previous responsesWe have a contract with our customer to only pay for damages she is legally liable forWe completed a thorough investigation and determined she is not legally liable for MrV [redacted] ’s damagesI’m sorry that MrV [redacted] doesn’t agree; however, I feel the outcome is accurate based on the evidenceIf you have any other questions, please call me at [redacted] Sincerely, [redacted] Claims Manager