Progressive Corporation

March 23, 2015Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Type: Personal Auto          NAIC Number: 155-38628  Company Name: Progressive Northern Insurance Company Ms. [redacted],I’m writing in reply to your letter dated March 25, 2016. I’m sorry for any inconvience Mr. [redacted] has experienced and appreciate him taking the time to send us proof of his new insurance policy with Access Insurance Company. I’ve revised his date of cancel to January 8, 2016, the date his new policy began. There is a valid balance due after cancel of $127.74. Mr. [redacted] can call us at 1-800-888-7764 to make this payment. If you have questions, please call me at 1-440-620-6945. Sincerely, Stephanie C[redacted]Stephanie ClineConsumer Relations Specialist

(The following was copy/paste by Revdex.com staff - LST)[redacted]From: Fell, Brien <[email protected]>Date: Thu, Aug 31, 2017 at 10:45 AMSubject: Re: [EXTERNAL] Cleveland Revdex.com re: Progressive CorporationTo: Lou Tekavcic <[email protected]>Lou,Thank you for your response.  The issues that remain are the same as in the initial complaint.  Neither I nor my wife were walked through the purchase contract.  We bought insurance for the two of us and not anyone else in the household.  I find it interesting that when they requested information on others in the household, I gave them the information.  Why was that request not made when I wrote them a check for the coverage?  I called the agent, Patrick [redacted]d, when I received information on the cancellation notice and left him a voicemail and my call was never returned.  It is a fact that my wife and I signed the Progressive contract but their claim that we misunderstood is not a fact.  Neither my wife or myself agreed that they could charge us for adding additional members of the family to the policy.Sincerely,Brien Fell

July 6, 2016Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115 Attn: [redacted]Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted]Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Marathon Insurance...

Company      Ms. [redacted],I’m writing in response to your letter dated June 30, 2016. I appreciate the opportunity to address Mr. [redacted]’s concerns about the valuation of his 2004 Chevrolet Impala.  We based the initial evaluation on a market search of comparable vehicles and an analysis of the overall condition of the vehicle at the time of inspection. The overall condition rating was deemed as “fair” and our initial valuation came back at $3,548.86. Mr. [redacted] disputed the value and requested a copy of the valuation report for review. Mr. [redacted] also advised us that he contacted dealerships listed on the valuation report, who advised him they no longer had the comparable vehicles listed for sale. Because Mr. [redacted]’s concerns were related to the validity of the comparable vehicles listed on the report, we were able to locate additional comparable vehicles that were currently listed for sale. After utilizing the additional information, the actual cash value on the 2004 Chevrolet Impala changed to $5,611.40. The increase in the value changed the vehicle status to repairable, and we will be proceeding with repairs at this time. We updated Mr. [redacted] on the revised value of his vehicle, and he accepts the resolution of moving forward with repairs. At this point, we have resolved the settlement dispute with Mr. [redacted]. I’m sorry for the inconvenience Mr. [redacted] experienced. If you have any further questions, please call me at 1-734-456-9535.Sincerely, Kassia C[redacted]Kassia C[redacted]Claims Manager

---------- Forwarded message ----------From: [redacted] <[redacted]@[redacted]Date: Wed, Aug 31, 2016 at 12:20 AMSubject: Re: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #[redacted].To: Revdex.com <[email protected]>RE: Complaint #[redacted]Just to let you know … I received a call today from a Progressive Insurance representative.  They will be taking care of the repairs on my car and also arranging for the use of a rental car while repairs are being done.Thank you.[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.
Regards,
[redacted]
Thank you or responding, we hired a "professional" DOV, agent. His company has worked with Progressive many times in CO. His name is Bob and staff member sara helped us out, they are out of [redacted]. They sent us a report that the loss is $2,770.00 and this is WITHOUT you paying the $400 for the appraisal, this was out of our pocket. We are asking for what his estimate stated, we sent this to Your Sara on 1//13/16 at 9:41 am. This report that they came up with is their full value of our loss, so we are not settling for nothing. Please review his report and let us know thanks.

July 20, 2016Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted]Re: File Number: [redacted] File Name: [redacted] Claim 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 July 18, 2016.As previously stated in my letter dated [redacted] 20, 2016, our claims representative inspected Ms. [redacted]’s vehicle on February 1, 2016, and wrote an appraisal for $1,455.47 to return her vehicle to pre-loss condition. We issued a draft to her for that amount that same day. We subsequently issued a draft to [redacted] Rent-A-Car for $219.73 to reimburse them for the rental Ms. [redacted] utilized while her vehicle was being repaired.   Upon receipt of additional correspondence from Ms. [redacted] requesting additional compensation for her property damage loss, we contacted [redacted], the repair facility she chose to repair her vehicle. [redacted] advised they repaired the vehicle and returned it to her in pre-loss condition based on the estimate we completed for $1,455.47. I believe the estimate accurately assessed the damages to the vehicle, as the vehicle was repaired for that figure.Ms. [redacted]’s correspondence references NYCRR 216.10(e) (1). This section of the regulation is outlined below:(e) Within 10 business days of the completion of its investigation of a property damage claim, the insurer shall:(1) make a written offer which is first computed in the same manner as would be used if the claim were made under a first-party coverage by one of its insureds, and, if applicable, modified to give effect to the comparative negligence statute of this State, or any other state subject to policy limits. Any offer based on comparative negligence shall contain a factual and complete explanation of the insurer's basis for apportioning culpability. If the claim presented is greater than policy limits, then the claimant must be so advised; We issued our draft within the time limit prescribed in the regulation. Sections 216.7(b) (1) and 216.7(b)(8) do not apply to claims arising under motor vehicle liability insurance contracts affording coverage for claims of property damage by third parties, which are caused by the alleged negligence of the insured.We’ve advised Ms. [redacted] that if she felt any damages to her vehicle resulting from this loss weren’t repaired, we would be willing to re-inspect her vehicle, at her convenience, in order to review the repairs completed and determine if any damages related to this loss weren’t considered in our appraisal and prior payment. We also advised that we would consider any documentation that she supplies in reference to any damages her vehicle sustained because of this loss that weren’t considered in our appraisal and prior payment. We’ve advised Ms. [redacted] that until we receive such documentation we would be unable to make any additional payments. If you have questions, please call me at 1-315-401-3430.Sincerely,Michael R. B[redacted]Michael R. B[redacted]NY Property Damage Process Leader

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.
June 17, 2015Complaint ID: [redacted]This letter is a response in regards to [redacted], Claims Manager for Progressive.  I am not sure if [redacted] is aware but his allegation that I did not pay [redacted] for the repair is absolutely false. [redacted] received payment for the repair the same day that I picked up my vehicle. I am sure that [redacted] would not have released the vehicle unless payment was received. [redacted] should really get his facts straight before making accusations.  Regarding the rental car, Progressive was not doing me any favor by paying for the rental. This is part of my policy, meaning I actually pay for rental service on my policy with Progressive. The fact of the matter is, I trusted Progressive with my vehicle. I dropped off my vehicle with no issues other than the damaged driver door. Finding out later that there were additional issues with my vehicle is absurd.  On top of the added ignition issue, [redacted] failed to state that I was told also that my remote was not working. After replacing the ignition, a rep from Progressive called and advised me that a new issue came to light and that my remote would not respond and that the remote was shot. I am not a mechanic by profession but if a repair shop replaces an ignition system which by the way is supposed to be “the specialist”, how is it that the remote cannot be programmed? Why is it that the issues keep piling up? What proof that Progressive has that my vehicle has not been tampered with? My vehicle was dropped off to the progressive facility for a damaged door with NO OTHER ISSUE.  As much as Progressive feels that they are a Good Samaritan for paying for rental service that I am paying for on my policy, they need to take responsibility for all the additional damages that were added to my vehicle including, a failed ignition, damaged remote, power steering oil tank damage, several failure system check lights on my dash board, the constant slowing down and acceleration that I am experiencing while driving pass 45 miles per hour and so on. I am not making up these stories. Since I purchase the vehicle, I had no issues whatsoever beside the normal oil change routine, brakes etc.  I am not sure that anyone other than Progressive personnel would agree with this situation. While Progressive’s business goal is to make money from people such as myself, I too have goals. I too have bills to pay. I do not go around ripping people off to get money to pay my bills. I work hard for everything I have and I refuse to let anyone one/company to try and ruin my life. This has been an unbelievable experience. It has been a nightmare. It is true that I have not yet paid the deductible. However, who will have to pay for the additional repairs that I have to make to my vehicle after being in Progressive possession. IT IS APPARENT THAT PROGRESSIVE IS NOT BEING VERY PROGRESSIVE. I am going to fight this if it means drawing the last breath out of me. I fight for what is right. I do not live to scam people nor companies. I live a simple life and try to be a decent and righteous citizen. I see roadside advertisements all the time that read “Insurance Fraud = Imprisonment”. Who is taking legal actions against these companies committing illegal crimes on a daily basis? Who is fighting for the consumer who puts millions of dollars in these so-called companies pockets? This is the reason why I applaud institutions such as BBC.  PROGRESSIVE is wrong. PROGRESSIVE has caused me a great deal of stress. PROGRESSIVE has financially affected my life. If it means for me to seek legal advice, I will do just that. If it means to use social media and other avenues, I will do that as well. It is time that someone take a stand against all these abusive behaviors by these big companies. ENOUGH IS ENOUGH.Regards,
[redacted]

Response attached

Consumer Relations Department 6300 Wilson Mills Road, N71C Mayfield Village, OH 44143 Fax: 1-888-569-8942 [email protected] August 17, 20** 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 Premier Insurance Company of Illinois Ms. [redacted], I’m writing in reply to your letter dated August 10, 20**. I requested the retrieval of any recorded calls in reference to the above policy to determine applicable coverages for this loss. We didn’t find any calls from either of Ms. [redacted]’s phone numbers to our Policy Services department on the date of the policy inception or the surrounding dates. Our 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 policy. Our internet message retrieval request also found no communications from Ms. [redacted] on or around the policy inception date. Based on our investigation, we couldn’t find any evidence that Ms. [redacted] requested Collision coverage at the time of policy inception. I called and spoke with Ms. [redacted] on July 27, 20**, to advise her there’s no Collision coverage for this loss. If you need anything else, please call me at 1-678-621-6541. Sincerely, Tony S[redacted] Tony S[redacted] Newnan Claims Supervisor

Ms. T[redacted],
Attached is our response.
Thank you,
Rose [redacted] Consumer Relations Specialist [redacted]

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 response. There 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 car. That is completely and utterly shameful, to charge someone when they sell a car and no longer need insurance on the vehicle. I 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12148408, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Mr. T[redacted] Anna Ortiz would not have received a notification about my new policy with [redacted]'s, because I do not have a [redacted]'s insurance policy. The last contact I made with you I attached a declaration of coverage from [redacted]. I will attach it again. Please note the date that the policy begins and then note the dates that Progressive references. 
Regards,
Christian [redacted]

January
19, 2016
 
 
RevDex.com, Inc.
2800
Euclid Avenue, 4th Floor
Cleveland,
OH 44115-2408
Attn:
[redacted]
 
Re: File
Number: [redacted]
Customer
Name: [redacted]
Policy
Number: [redacted]
Policy
Type: Personal Auto ...


NAIC
Code: [redacted]
Company
Name: Progressive Premier Insurance Company of Illinois
 
 
Ms.
Ibrahim,
 
I
am writing in reply to your inquiry dated January 12, 2016.
 
We
have spoken with Mrs. [redacted] and resolved her concerns. We are
sincerely sorry for any inconvenience she may have experienced.
 
If
you have any questions, please call me at 1-440-620-6940.
 
Sincerely,
 
Jeff
P[redacted]
 
Jeff
P[redacted]
Consumer
Relations Specialist

(The following was copy/paste by Revdex.com staff - LST)[redacted]March 22, 2018Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] 
Re: File Number: [redacted]   Customer Name: [redacted]   Claim Number: [redacted]   Policy Number:...

[redacted]  Policy Type: Personal Auto NAIC Number: [redacted]  Company Name: Progressive Direct Insurance Company Mr. T[redacted]I received your March 14, 2018 letter. I understand that this has been a stressful situation for Mr. [redacted], and I’d like to explain what’s taken place so far with our handling of his claim. On December 3, 2017, we received report of a theft claim for December 2, 2017, involving Mr. [redacted]’ 2017 Volkswagen Golf. It’s standard industry practice with claims of this nature to do a complete investigation before issuing payment, and I’m sorry for the added frustration this has caused Mr. [redacted]. On December 4, 2017, we took a statement from Mr. [redacted] and identified the need for additional records to verify the facts of loss he provided. On December 5, 2017, and January 4, 2018, we issued Mr. [redacted] a Reservation of Rights Letter. These letters detailed the additional records that we needed from both Mr. R[redacted] and our named insured, [redacted] to move the claim forward.On January 30, 2018, Mr. [redacted] called to tell us that he would not be providing the necessary documents and that he wanted his claim closed. We sent him a letter, acknowledging his request, and closed the claim. On March 7, 2018, we sent Mr. [redacted] a copy of his recorded statement, as he requested, to the address listed on the policy. Since receiving your letter, we’ve reopened the claim and contacted Mr. [redacted] to confirm his intent to cooperate with our investigation by providing the information requested. At this time, we require the following to move the claim forward:  * Cell phone records for the time period between September 1, 2017, and December 4, 2017, for the following phone numbers:      [redacted] and [redacted]. These records must include text and call history for that timeframe and be in a PDF file format.   * Financial records, including all checking, savings, personal loans/lines of credit, and an auto loan statement for the time period between      September 1,2017, and December 4, 2017, for both Mr. [redacted] and Ms. [redacted]  * Full name, address, and contact information, for the material witness “[redacted]  * Full name, address, and contact information for the material witness “[redacted]”  * Maintenance records and receipts for any modifications done to the vehicle for the past 12 months.  * Proof of repairs to the Volkswagen Golf, including estimates, receipts for parts purchased, and photos of the vehicle after repair.   * Information for the company that towed the recovered vehicle.   * An inspection of the vehicle, prior to the completion of any repairs and prior to any disposal of the vehicle. Mr. [redacted] does have Rental coverage available for the Volkswagen under his policy, with limits of $30 per day and a $900 maximum. Once we can verify coverage for this loss, we’ll be glad to reimburse any out-of-pocket rental expenses he incurred, up to the available policy limits. We appreciate the opportunity to work with Mr. [redacted] to bring his theft claim to a resolution. Please feel free to call me at [redacted] if you have any questions. Sincerely, [redacted]Claims Supervisor

December 19, 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 West Insurance Company
[redacted], I am writing in reply to your letter dated December 12, 2016. We appreciate the opportunity to further address [redacted]’s concerns. The insurance contract is between [redacted] and Drive Insurance. For this reason, we are unable to bill [redacted]’s agent, [redacted], for the additional premium that resulted from the corrections made to the policy. Our records reflect [redacted] placed two calls to Customer Service. One on December 1, 2016, and the other on December 12, 2016. On both occasions, we elevated [redacted]’s call to a Customer Care Supervisor as he requested. We serviced both calls with the assistance of an interpreter. The first call, received on December 1, 2016, is referenced in the prior letter dated December 8, 2016. During the second call placed on December 12, 2016, [redacted] requested that his policy be canceled. We informed him that canceling the policy effective December 12, 2016, resulted in a $90 refund. [redacted] informed us the refund amount differed from one quoted on December 1, 2016 and requested that his call be elevated. During his conversation with the Customer Care Supervisor, we confirmed the refund amount previously quoted reflected the correction made to his years licensed. We explained that the correction made to his years experience occurred on December 7, 2016, after we provided the quote. The correction resulted in an increase in premium which impacted the refund amount quoted to him on December 1, 2016.[redacted] requested that his policy cancellation effective date be changed from December 12, 2016, to December 14, 2016. We processed his request and informed him that the change in the cancellation effective date revised his refund amount from $90 to $78.51. [redacted] agreed with the refund amount provided.  We issued [redacted]’s refund on December 14, 2016. We issued the refund in the form of a draft and mailed it to: [redacted].I’m sorry that [redacted]’s decided to cancel his policy. We certainly value him as a customer and would find it privilege to do business with him in the future. If you have any questions, please call me at 1-800-333-8443.Sincerely,JoAnn C[redacted]JoAnn C[redacted]Progressive West Representative

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.These regulations are being misconstrued.
These regulations are meant for the insured and insurer. Standard set so that
insurance companies cannot put junk parts or parts that may fail on their customers
vehicle. Policies that insurance companies have, state what parts they will put
on a customers’ vehicle if they were in an accident and they were at fault are
agreed to when the policy is purchased by the insured. If a new vehicle at a
dealership was hit while parked on the lot by another person, then their
insurance company would have to replace the parts. I am very sure that an
insurance company couldn’t tell the dealership that they can put OEM equivalent
aftermarket parts and certified used parts for the same year vehicle on the new
vehicle. Again these regulations are meant for an insurance company and their customer.
All the wording in these regulations are meant for the insurer and insured.
This is an attempt to mislead a victim and to provide the lowest cost parts to
a persons damaged vehicle that was parked with not occupants.
Regards,
[redacted]

Business responded to complaint. Business response copied and pasted below by Revdex.com staff 1/9/17.July 1, 2016 Revdex.com 2800 Euclid Avenue, Floor Cleveland, OH. 44115-2408 Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim...

Number: [redacted] Policy Type: Personal Auto NAIC Number: 155-24260 Company Name: Progressive Casualty Insurance Company [redacted], I'm writing in reply to your email dated June 24, 2016. Our customer, [redacted], reported this loss on June 1, 2016, with an approximate date of loss of May 15, or 16, 2016. [redacted] reported that their 2014 Ford F250 truck ran out of gas on the side of the road on the date of the loss reported. A good samaritan stopped and offered him a tank of diesel gas, which [redacted] accepted and put into his truck to continue on his trip. The engine in the truck seized on May 31, 2016, and was subsequently towed to the dealership for diagnosis at 1:00 p.m. [redacted] time (**). (please see attached invoice). When we spoke to [redacted] about the engine seizing, she advised that the loss was around 10:15 a.m. **. The towing invoice confirms their truck was towed on May 31, 2016, at 1:00 p.m. **. [redacted]'s policy expired on May 17, 2016, and we didn't receive a payment to renew by the expiration date. (Please see attached correspondence). [redacted] called in to reinstate their policy on May 31, 2016, at 1:17 p.m. **, which would be approximately seventeen minutes after their truck was towed to the dealership. The policy was reinstated after the payments was processed with an effective date of June 1, 2016 to December 1, 2016. There is a lapse in coverage for [redacted]'s policy from May 17, 2016 to June 1, 2016. Due to the policy not being in force at the time of loss on May 31, 2015 at 1;00 p.m., when the sudden and direct loss to the truck's engine occurred, there isn't any coverage available for damages to the truck on this policy. I'm sorry for any inconvenience Mr. and [redacted] have experienced. [redacted]'s assertion is that the date of loss should be when the diesel gas was introduced into his truck on May 15, 2016. The introduction of the lower cost off-road diesel gas would not cause sudden and direct catastrophic damages to the truck's diesel engine the same day. The damages to the engine did not occur until after the vehicle was driven for a period of time, when the actual loss occurred on May 31, 2016. Please call me with any questions at 1-808-489-9961. Sincerely,  Jason Griffin [redacted] Claims Manager

January 21, 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: Personal Auto NAIC Number: [redacted] Company Name: Progressive Max...

Insurance CompanyMs. [redacted],I’m writing in reply to your letter dated January 14, 2016.Ms. [redacted] began her policy with us on October 20, 2014. At that time, she had A September 25, 2012 speeding violation, a December 23, 2012 at fault accident, December 23, 2012 traffic light or sign violation, and a June 30, 2014 at fault accident listed on her driving history. Ms. [redacted]’s policy renewed with us on April 20, 2015. At that time, a January 28, 2015 waived claim was added to her driving history. This was a glass claim and we paid $64.80 for this claim. The addition of this claim to her driving history didn’t impact the price of the policy. Mr. [redacted]’s policy renewed with us on October 20, 2015. At that time, a June 13, 2015 waived claim and an August 29, 2015 waived claim were added to her driving history. Neither of these claims affected her policy price at renewal. Please note that the at fault accidents listed on her driving history occurred before she began her policy with us. If these are incorrect or Ms. [redacted] would like addition information on them, she should contact LexisNexis at 1-800-456-6004 to obtain a copy of her CLUE report. Ms. [redacted] advised in her letter that her speeding violation had fallen off her driving history. Violations are listed on our New York policies form 39 months and are unable to be removed midterm. Because the speeding ticket was still on her driving history at her October 20, 2015 renewal, it would remain on the policy until her next renewal, which would have been April 20, 2016. We offer a Good Student Discount in New York when the driver on a policy meets the following criteria: Driver must be rated and cannot be the named insured or spouse of the named insured.Driver must be a full time student 22 years old or younger.Driver must have a grade point average (GPA) of 3.0 or better ("B" average) or top 20 percent of class.Because Ms. [redacted] is the named insured on her policy, she isn’t eligible for this discount. There isn’t an easy explanation on how we produce a rate for each customer. The pricing process starts where we categorize each of the variables that we believe are critical to pricing accurately. These variables range from vehicle information, driving record, driver information, garaging zip code, and many others. Based on historical data, we review the risk associated with each combination of these variables. These variables allow us to price each of our customers as accurately as possible based on their risk “profile”. When one of these variables is changed, it can alter the price of your policy. On September 22, 2015, Ms. [redacted] updated her address and her policy increased $51 at her October 20, 2015 renewal. When she updated her garaging zip code, her policy increased due to the change in her risk “profile”. Many factors can influence the rate assigned to a vehicles’ garaging zip code. The frequency of claims and cost to cover these claims can affect the price to insure a vehicle in a certain area. Because her zip code changed from 13459 to 13317, her rate changed. This change is not based on whether Ms. [redacted] lived alone or with others. Based on the information we collected for Ms. [redacted]’s policy, we’ve rated her accurately for the time she was insured with us. Please note that different insurance companies use different rating methods and have different prices for coverage. Our rates are on file with the New York Department of Financial Services. Ms. [redacted] renewed her policy on October 20, 2015, with a payment of $254.39. Her next payment was due on November 30, 2015, for $279.68. She made this payment on November 30, 2015. Her next payment was due on December 20, 2015, for $272. We didn’t receive this payment, so we sent her a Cancel Notice. It requested that she make a payment of $272 by January 20, 2016, or the policy would cancel. Ms. [redacted] requested to cancel her policy with us effective January 12, 2016. Currently, there is a balance due after cancel for $217.76. This is a valid amount due for coverage. She can call us at 1-800-888-7764 to make this payment. I’m sorry for any frustration Ms. [redacted] has experienced. If you have questions, please call me at 1-440-620-6945.  Sincerely,Stephanie C[redacted]Stephanie C[redacted]Consumer Relations Specialist

December 7, 2015 Attn: [redacted] Revdex.com2800 Euclid Avenue, 4th floorCleveland, OH 44115 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 December 3, 2015. [redacted] quoted and purchased his policy online at a six month rate of $1,105. He paid the policy in full at time of purchase. When he purchased the policy, he indicated that he had completed a Defensive Driving course and that he had another policy with us, which gave him the discounts for Defensive Driving and Multi-Policy. On October 28, 2015, we sent notification to [redacted] that we removed the Multi-Policy Discount because we could not locate another policy for him. This resulted in an increase of $95 to his rate. We sent [redacted] a checklist advising him that we needed verification of his Defensive Driving course. On November 2, 2015, we sent him another memo requesting this verification. We didn't receive it and removed the discount on November 20, 2015. This resulted in an increase of $100 to his rate. I do not find any notifications that we sent [redacted] regarding a multi policy holder. Copies of the documents are attached. Also, I've listened to [redacted]'s call to us on November 3, 2015. Our representative was very patient and courteous during this difficult call and she did not make any disparaging remarks to [redacted]. Please let me know if you would like a copy of the call. Based on the information that [redacted] supplied in his application and not sending the requested verification, his policy is being rated correctly.  I'm sorry for any confusion.Please call me with any questions at 1-440-[redacted]Sincerely,Sharon ** S[redacted]Consumer Relations Specialist

[redacted]April 14, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Melissa [redacted]Re: File Number: [redacted] Customer Name: Doretha [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name:...

Progressive Direct Insurance CompanyMs. [redacted],I’m responding to your letter dated April 10. 2017. Thank you for the opportunity to clarify the situation.On April 1, 2017 at 10:26 p.m., we were notified by Ms. [redacted] s that she was involved in an accident. At the time of report, she said that she needed a rental vehicle. We direct bill, reservation was set up for her with [redacted] in College Park, Georgia. The following day [redacted] didn’t have any vehicles available at that location or several other area locations. Throughout the region, rental car availability was adversely impacted by the [redacted] that was held in Augusta, Georgia that same week. On April 3, 2017, we reassigned the claim to Desiree [redacted]. Ms. [redacted] did call into the office before Desiree had an opportunity to review the claim and call out to the customer. On that same day, Desiree secured Ms. [redacted] a rental vehicle with [redacted] in Morrow, Georgia.   Ms. [redacted] has requested reimbursement for her added stress related to the rental experience. Unfortunately, we’re unable to honor her request for payment as this isn’t covered under her policy. Additional fees or charges from a rental car company for insurance, damage waivers, optional equipment, fuel, or accessories are also not covered under the terms of the policy.This coverage is limited to the daily limit shown on the Coverage Summary for a maximum of 30 days and is a reimbursement coverage. We assist with the reservations and direct billing as a convenience and courtesy to our customers.I’m sorry for the inconvenience this situation caused Ms. [redacted]. The circumstances for rental car availability were immediately beyond our control. If you have any questions, please call me at [redacted].Sincerely,George [redacted]Claims Manager