Progressive Corporation

February 24, 2016Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted]   Customer Name: [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 February 11, 2016. We do not generally discuss cancellations during the sale of the policy, because we intend the policy to the run its full course. Our representatives are available to answer any questions the customer may have concerning cancellations during the sale of a policy. I previously included the excerpt from our policy contract, which informs our customers of the cancellation process. I have attached the Consumer’s Guide to Automobile Insurance from the North Carolina Department of Insurance. Please note this publication also details short rate cancellation.If you have any questions, please feel free to contact me at 1-440-620-6940.Sincerely, Jeff P[redacted]Jeff P[redacted]Claims Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The Progressive website does NOT STATE the word "downpayment". The Progressive website does NOT STATE the amount of $144 per each month. The Progressive website does NOT STATE that I'm required to pay a balance if I cancel before the 6-month policy. Progressive website does NOT STATE that I'm actually purchasing a 6-month policy.  The Progressive website STATES that my initial payment is of $81.02 from January 02 - February 02. Progressive website STATES, "Start your policy today for $81.02". Progressive website STATES that I'm actually choosing (NOT PURCHASING) a 6-month package. What the progressive website is basically doing is SCAMMING costumers. The Progressive website implies that one is purchasing a coverage for the first month at a low rate, then followed by 5 months of higher rate payments.  However, the progressive website does not imply that the total price of the policy is divided equally, if by any means one is to cancel before the 6 months of such policy. Most importantly, the progressive website does not imply (in any way) that one is paying a downpayment. The progressive website is deceiving costumers by using language that do not relate to purchasing a 6-month policy or purchasing a downpayment. This is a pretty dishonest and ugly scheme, which is also know as a SCAM. If the progressive website would state that one is actually purchasing of a 6-moth policy with a downpayment of ($) and a balance due if cancel before the 6 month-policy, then I would be responsible of paying the amount due.    
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

May 31, 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 Number: [redacted]       Company Name: Progressive Advanced Insurance Company Ms. [redacted],I’m writing in reply to your letter dated May 23, 2016. I appreciate the opportunity to clarify the situation.Mr. [redacted] requested that we pay for an OEM windshield.  However, Mr. [redacted]’s policy provides in pertinent part: LIMITS OF LIABILITY 2. Payments for loss to a covered auto, non-owned auto, or custom parts or equipment are subject to the following provisions: . . .  d. In determining the amount necessary to repair damaged property to its pre-loss condition, the amount to be paid by us: (i) will not exceed the prevailing competitive labor rates charged in the area where the property is to be repaired and the cost of repair or replacement parts and equipment, as reasonably determined by us; and (ii) will be based on the cost of repair or replacement parts and equipment which may be new, reconditioned, remanufactured or used, including, but not limited to: (a)  original manufacturer parts or equipment; and (b)  nonoriginal manufacturer parts or equipment. (emphasis added)As such, the use of Original Equipment Equivalent (OEE) glass is allowed.  Furthermore, OEE glass meets the same Federal Motor Vehicle Safety Standards as OEM glass. In this particular case, the original quoted price for OEE windshield was $203.72 while the auto dealer quoted $608.33 for the cost of an OEM windshield. We explained to Mr. [redacted] that the main reason for the price difference is that auto dealers are free to set price points for windshields using their own discretion and many will often price OEM parts higher. We also explained that the OEE windshield meets the same federally mandated safety standards as the OEM windshield. That said, if he elected to choose an OEM windshield we would still paid the reasonable and necessary cost for replacement of his windshield, and Mr. [redacted] would be responsible to the repair shop for the difference.At this time, we have confirmed that Mr. [redacted] had his windshield replaced with an OEE windshield and we have forwarded payment to the shop for $398.94.   It is our understanding that there is no balance due.We do regret any frustration he experienced while dealing with this situation. We work with shops on pricing when we can and we hope that we can better assist him in that regard with any future claims he may have. If you should have any questions, please call me at 1-440-910-7503.Sincerely, Jesus R L[redacted]Jesus R. L[redacted]National Claims Unit

response attached Business response copied and pasted below by Revdex.com staff ** 2/7/17:February 7, 2017Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] File Name: [redacted] Claim Number:...

[redacted] Policy Type: Personal AutoNAIC Number: [redacted]Company Name: Progressive Direct Insurance Company[redacted],I'm writing in reply to your letter dated February 1, 2017. I'm sorry for any inconvenience [redacted] experienced due to this claim.This was a multi vehicle rear end accident. [redacted] was driving her [redacted]. Our customer, [redacted], was driving a [redacted] was stopped for a red light behind other vehicles at the intersection of Cedar Ave. and 145th Street in Apple Valley, Minnesota. After she came to a stop, Mr. [redacted]’s vehicle came to a stop behind her vehicle. Shortly after Mr. [redacted]’s vehicle came to a stop, a third unknown vehicle rear-ended his vehicle pushing it into [redacted]’s vehicle.While waiting for the police to arrive at the scene, the third unknown vehicle driver left the scene of the accident. Mr. [redacted] stated that he informed the third vehicle driver that he didn’t have any damages. Mr. [redacted] doesn’t know why the third vehicle driver decided to leave the accident scene. Per [redacted], she didn’t get out of her vehicle to speak to the third vehicle driver herself. In the statement obtained by [redacted], she confirmed that our vehicle did come to a stop and was pushed into her vehicle by the third unknown vehicle.Based on the statements provided by Mr. [redacted] and [redacted], we determined that Mr. [redacted] isn’t liable for the damages caused in this loss. The third unknown vehicle is the proximate cause for failure to maintain a safe distance and driver inattention. Mr. [redacted] isn’t legally liable for the damages to the [redacted].If you have any questions, please call me at 1-651-[redacted].Sincerely,Jason G[redacted]Jason G[redacted]Claims Manager

(The following was copy/paste by Revdex.com staff - LST)[redacted]February 26, 2018Revdex.com2800 Euclid Ave 4th FloorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] File Name:  Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name:...

Progressive Direct Insurance CompanyMr. T[redacted]Thanks for sharing Mr. B[redacted]'s concerns. Good news is, we've resolved this claim. On February 3, 2018, we received report of this claim. The facts of loss were that a 2011 Dodge Nitro driven by [redacted], struck a parked and unoccupied 2002 Mitsubishi Montero owned by [redacted]. Due to the claim being reported on a Saturday, the file was assigned to our claims representative on Monday, February 5, 2018. Upon assignment and review of the file, we noted a coverage issue that required an investigation to determine if coverage would apply for this loss. Our claims representative contacted Mr. B[redacted] on February 5, 2018. Mr. B[redacted] advised that he would call back. He called back later that day, indicating he was unhappy with the claims process, and that he could not immediately obtain a rental vehicle.  Mr. B[redacted] spoke with our claims supervisor. The supervisor informed him that due to the current coverage investigation, we would be unable to set up a rental for him. She advised him that if he had any out of pocket cost or any other expenses associated with this loss, we could discuss reimbursement after the investigation was completed, and if coverage was determined to be provided for this loss. Mr. B[redacted] called back and spoke with his claims representative. She explained the process to him again and setup the inspection of his vehicle pending the outcome of our investigation.  Mr. B[redacted] called back on February 6, 2018, requesting the file be reassigned to another claims representative. We honored his request, and reassigned the file. The new claims representative sent Mr. B[redacted] a letter informing him of his duties to mitigate his damages while we were completing our investigation. Mr. B[redacted]’s vehicle was inspected on February 7, 2018, and deemed to be a total loss. We spoke with Mr. B[redacted] on February 7, 2018, to advise him that the inspection was completed. We also advised him that the vehicle was determined to be a total loss, and the value, along with what the payout would be, pending the resolution of coverage.  We completed the investigation regarding coverage on February 12, 2018, and made the decision to provide coverage for this loss. We notified Mr. B[redacted] of this decision on February 12, 2018, at which time his wife, [redacted] went to the Huntsville Claims Office to complete the settlement of the total loss for their vehicle. Mr. B[redacted] made note of the need of the police report, but based on the facts of loss and the recorded statement of [redacted] confirming he lost control striking a parked vehicle and a mailbox, the police report was not necessary in making our liability decision.  I'm sorry for any inconvenience this may have caused Mr. B[redacted], but due to the coverage issue noted upon report of this claim, an investigation was required prior to us being able to issue any payments against Ms. L[redacted]’s policy. If Mr. B[redacted] has any out of pocket expenses, we'll be happy to review them for possible reimbursement. I will reimburse Mr. B[redacted] for the cost of the police report, of $17, that he mentioned in his complaint.  Please feel free to call me with any questions at [redacted]Sincerely,Dennis B. [redacted]Dennis B. [redacted]Claims Manager - Alabama

April 1, 2016Revdex.com 2800 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 Direct...

Insurance Company Ms. [redacted],I'm writing in reply to your letter dated March 24, 2016. Thank you for the opportunity to address Mr. [redacted]’s concerns with his policy. Mr. [redacted] called us on January 19, 2016, to advise that he had moved to Connecticut. Because he had a [redacted]achusetts policy with us at that time, he was transferred to a sales consultant to obtain a quote for a Connecticut policy. I’ve listened to this approximately hour-long call in its entirety to better understand the situation.Our sales consultant, Mary, asked Mr. [redacted] about the registration of his vehicle. Mr. [redacted] indicated that the leasing company still had the vehicle registered in the state of [redacted]achusetts but were in the process of transferring it to Connecticut. Mary explained to Mr. [redacted] that she would go ahead and prepare his Connecticut quote, but in order to prevent any issues with his [redacted]achusetts license, he should wait to complete the purchase of the Connecticut policy until he could confirm that the vehicle was registered in his new state. In the meantime, she advised him she would take a payment from him for his [redacted]achusetts policy to avoid any lapse in coverage. Mr. [redacted] provided a debit card number to Mary for a payment of $239.66, which renewed his [redacted]achusetts policy effective that same date. Mary advised him that his next payment would be due on February 19, 2016, but that he should call us to cancel the [redacted]achusetts policy once he purchased the Connecticut policy, and we would prorate any credit owed to him. We initially issued a Renewal Offer to Mr. [redacted] on December 23, 2015, for his [redacted]achusetts policy period effective January 19, 2016, to January 19, 2017. Because Mr. [redacted] chose Paperless documents as his preferred method of contact, we notified him by email at j[redacted]@[redacted].com of any documents available online for his review. After obtaining his payment of $239.66, we sent Mr. [redacted] confirmation of his [redacted]achusetts policy renewal and issued a Revised Renewal Declarations Page reflecting changes he had requested, including the address and removal of his spouse and her vehicle.  Mr. [redacted] spoke with Resolution Consultant Brad on March 23, 2016. Brad advised Mr. [redacted] that we could cancel his policy effective the date he obtained other coverage with valid proof. Mr. [redacted] stated that he would be contacting your office for further assistance instead. We’ve canceled Mr. [redacted]’s policy effective March 15, 2016, for nonpayment but will revise the cancel date once we receive documentation showing the effective date of his new policy with [redacted]. I’m sorry for any misunderstanding that occurred during Mr. [redacted]’s recent experience with us. If you have any questions, please call me at 1-440-910-6392.Sincerely,Anna O[redacted]Anna O[redacted]Consumer Relations SpecialistEnclosures

(The following was copy/paste by Revdex.com staff)[redacted]December 26, 2016Revdex.com 2800 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:...

155-11770  Company Name: United Financial Casualty Company[redacted],I’m writing in reply to your letter dated December 26, 2016. Thank you for allowing us to address [redacted]’s concerns with regard to the handling of her vehicle theft claim.[redacted] reported this claim to us on November 1, 2016, the date she noticed her 1999 Honda Civic had been stolen. [redacted] advised that we erroneously emailed her another customer’s personal information. While we do not have record of this event, I apologize if she did not receive accurate information. On December 7, 2016, [redacted] called our representative and requested contact from her supervisor, Kelly D[redacted]. Ms. D[redacted] left two messages for [redacted] on December 8, 2016, and reached her later that day to discuss her claim. Our records support [redacted] was satisfied with our claim handling at the end of the conversation. Ms. D[redacted]’s manager, Mindy S[redacted], will reach out to [redacted] as requested in order to discuss her current needs. We value [redacted] as a customer. Please call me at 1-916-246-3056 if you have any questions. Sincerely, Thomas *. S[redacted]Thomas *. S[redacted]Compliance Manager

October 28, 2015Revdex.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 Advanced...

Insurance Company[redacted],I’m writing in reply to your letter dated October 20, 2015.[redacted] began his policy with us on May 20, 2015. At that time, he received a discount for electronically signing his documents on[redacted]. This one-time discount is removed at his renewal. [redacted]’ policy is up for renewal on November 20, 2015. His policy increased at renewal due to the loss of the Electronic Signature Discount and a rate change that affected all of our customers in his state. We periodically review our rates to be sure they are adequate to cover our cost of doing business. Our recent review determined that it was necessary to adjust our rates. Our rates are on file with the New York Department of Financial Services. [redacted] is receiving many discounts on his policy, including a Paperless Discount. He can call us at 1-800-[redacted] for a policy review to go over his discounts and coverages. I’m sorry for any frustration this situation has caused. If you have questions, please call me at 1-440[redacted].  Sincerely,Stephanie C[redacted]Stephanie C[redacted]Consumer Relations Specialist

December 15, 2016Revdex.com, Inc.2800 Euclid Ave, 4 th floorCleveland, Ohio 44115-2408Attn[redacted]Re: File Number: [redacted]Customer Name: [redacted]. [redacted]Policy Number: [redacted]Policy Type: Personal AutoNAIC Number: [redacted]Company Name: Progressive Casualty Insurance CompanyMs. [redacted],I’m writing in reply to your letter dated December 8, 2016.I’ve listened to the available calls Mr. [redacted] made on his policy with us fromSeptember 16, 2016 to present to better understand his concerns. Below are thedetails of these calls:? September 16, 2016: Mr. [redacted] called in and advised that his paymentwas due that day, but that he was getting ready to sell his car. He advisedthat is should be sold in the next four days and asked the representative,Dan, what advice he had. Dan advised that we could move the payment thatwas due on September 16, 2016 to September 26, 2016, and that once thevehicle was sold, Mr. [redacted] could call in and cancel the policy. Headvised that once the policy was canceled, we would do the cancelcalculation. Dan advised that Mr. [redacted] should surrender the platesbefore he canceled the policy. Mr. [redacted] advised that he planned onturning in the plates the following Tuesday, which would be within the 10 daypayment extension.? September 26, 2016: Mr. [redacted] called in and advised that he told thelast representative that he was thinking of selling his car. He advised that theprevious representative moved the due date to September 26, 2016. Ourrepresentative, Shakambie, stated that the payment was due that day.Mr. [redacted] advised that the vehicle’s engine light was on and if the costto fix the vehicle wasn’t a lot, he was going to keep it. He advised that if itwas expensive to fix, he would get rid of it by Friday. He asked Shakambie ifhe made the payment that day, and surrendered the plates Friday, whatwould happen to the payment if he made it. Shakambie advised that wewould provide a refund based on the period he had the policy. Mr. [redacted]confirmed that this would be prorated and Shakambie agreed. Mr. [redacted]then made the September 26, 2016 payment.? October 26, 2016: Mr. [redacted] called in and spoke with ourrepresentative, Matt. Mr. [redacted] advised that he wanted to know howmuch he paid for the first payment on his policy and wanted to speak with asupervisor. Matt advised that the policy began in August 2015 and that hepaid $91.50. Mr. [redacted] wanted to know why the price of the policychanged from when he first began it. Matt advised that sometimes we haveto adjust our rates. Mr. [redacted] asked why he received a Cancel Noticewhen he changed his due date to the 26 th of the month. Matt advised that thedue date change was only for the September payment. Mr. [redacted]requested to speak with a supervisor and Matt transferred him.Unfortunately, due to the transfer, this portion of the call wasn’t recorded.There are notes on the policy from our supervisor, Krista, forOctober 26, 2016. They state that Mr. [redacted] was upset that we onlyoffer six-month policies and that his rate continued to increase. The call wasdisconnected.? November 2, 2016: Mr. [redacted] called in and asked if we had received arequest to cancel his policy. Our representative, Zena, advised that the policywas active. Mr. [redacted] advised that he began a new insurance policy withanother company. He advised that he thought his new insurance companywas going to advise us of his request to cancel. Zena confirmed the date thathis new policy began, which was October 27, 2016, and canceled the policyeffective that date. She advised of the $51.71 balance due and explainedthat this was based on the days that we provided coverage to Mr.Ramnarine. He requested to speak with a supervisor and he was transferredto Catherine. Again, because this call was transferred, I was unable to listento it, but there are notes on the policy regarding their conversation. Theystate that Mr. [redacted] requested that we waive the balance due aftercancel and was unhappy with our decision to have only six-month policies.We reviewed with him that only the September payment was moved and thatwe were unable to waive the balance due on his policy. This call was alsodisconnected.? November 3, 2016: Mr. [redacted] called in and requested the name of therepresentative he spoke with on October 16, 2016. Our representative,Crystal, advised that he didn’t make a call that day. She advised of the abovedates and provided him with Matt’s name from the September 16, 2016 call.He advised that he was filing a Revdex.com complaint and that he requested that alldue dates be changed on the policy. Crystal advised that only the Septemberpayment was changed and that even if all the payment due dates werechanged to the 16 th , he would still owe the balance due.Based on the calls, Mr. [redacted] was advised that the September payment wouldbe moved to the 26 th . No other payment dates were discussed because he advisedhe was going to sell his vehicle and he never requested to have his due datesmoved to the 26 th of each month.Mr. [redacted] was enrolled in our Paperless option. This means that his documentsand bills were sent to the email address we have on file. We emailed him hisOctober 16, 2016 bill, sent a payment reminder email to him on October 19, 2016,mailed him a Cancel Notice when we didn’t receive the payment, and emailed him anotice advising that he needed to make the $111.17 payment beforeNovember 5, 2016 to avoid cancellation. We sent proper notification to him for hisOctober 16, 2016 payment.Regarding the $51.71 balance due after cancel, this is the prorated amount due forcoverage until he canceled the policy effective October 27, 2016. The total amountfor coverage from August 16, 2016 to October 27, 2016, including fees, is $279.07.Mr. [redacted] made a payment of $116.19 on August 16, 2016, to renew hispolicy and a payment of $111.17 on September 26, 2016. The total amount paid onhis policy was $227.07. If you subtract the total amount paid by Mr. [redacted]($227.07) from the total amount due for coverage ($279.07), it totals a balance of$51.71.After reviewing these calls and the documents we sent to Mr. [redacted], ourdecision stands that we will not refund any payments made on his past policies andthat the balance of $51.71 is a valid amount due for coverage. I understand thatthis isn’t the outcome that Mr. [redacted] was hoping for and I’m sorry for anyfrustration he’s experienced.If you have questions, please call me at 1-440-620-6945.Sincerely,Stephanie C[redacted]Stephanie C[redacted]Consumer Relations Specialist

Response attachedBusiness response copied and pasted below by Revdex.com staff MT 4/12/17:April 11, 2017Revdex.com, Inc.2800 Euclid Avenue 4th FloorCleveland, OH  44115-2408Attn:  Melissa T[redacted]Re:  File Number: [redacted]       File Name: Dena W[redacted] ...

     Claim Number: [redacted]       Policy Type: Personal Auto       NAIC Number: [redacted]       Company Name: Progressive Hawaii Insurance CorporationMs. T[redacted],I’m writing in reply to your letter dated April 4, 2017. I appreciate the opportunity to clarify the situation.On January 11, 2017, we settled Ms. [redacted] injury claim, the day that we met with her. She signed a release that included up to $1,500 for medical bills incurred within 30 days after the date of the release. The $189 [redacted] out of pocket expense for Ms. [redacted] incurred on February 15, 2017, which is beyond the terms of the release.  We spoke with Ms. [redacted] today and advised her of the reason we’re unable to honor her demand for the payment of $189. In our discussion, we found an additional out of pocket expense of $25.59 and have reimbursed her for this today. The rest of her medical bills were paid by her health insurance carrier and we’re awaiting their subrogation.I’m sorry for the inconvenience this caused. If you should have any questions, please call me at 1-[redacted]Sincerely,Will C[redacted]Claim Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am enclosing the pdf file from the new insurance within the time frame required and requested by the counterpart. Like I said on first letter...Big companies always make mistakes but never favoring consumers. Please acknowledge reception of file.
Regards,
[redacted]

March 24, 2016Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115Re: File Number: [redacted] File Name: [redacted] To whom it may concern,I’m writing in reply to your letter dated March 22, 2016. We appreciate the opportunity to respond to Mr. [redacted]’s concern.I can...

understand how frustrating it is to receive unwanted solicitation calls, emails, and mailings.I’ve requested Mr. [redacted]’s name be removed from our records. He should not be receiving any further solicitations from us.I’m very sorry for the frustration this matter has caused, it wasn’t our intention.If you have any questions, please call me at 1-440-620-6941.Sincerely,Eva D[redacted]Eva D[redacted]Consumer Relations Specialist

March 16, 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 follow up letter dated March 10, 2016.We investigated the claim due to a discrepancy of information found at the inception of the policy. After a thorough investigation, we confirmed that the 2009 [redacted] was not garaged at the policy address provided at the inception of this policy and our customer[redacted], had no insurable interest in the 2009 [redacted]. Therefore, we denied this claim based on fraud and misrepresentation of material facts at the policy inception.If you have any further questions, please call me at 1-269-459-3457.Sincerely,Kristi Y[redacted]Kristi Y[redacted]Claims Manager

Attached please find our response and supporting documentation.

[redacted]April 18, 2017 Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: Lou [redacted]Re: File Number: [redacted] Customer Name: Raina [redacted]Policy Number:      [redacted]Policy Type: Personal AutoNAIC Number:...

      [redacted]Company Name: Progressive Direct Insurance CompanyMr. [redacted], I’m writing in reply to your email dated April 11, 2017. Thank you for the opportunity to review Ms. [redacted]’s policy and explain our position.  I’ve reviewed Ms. [redacted]’s December 3, 2016 phone call to us. She advised us she just purchased a new car and would like to replace the coverage for the vehicle that was currently listed on her policy. In addition, she wanted to add Comprehensive and Collision coverage to her new car. Our representative did advise Ms. [redacted] that her next payment would increase to $329.07. Our representative didn’t advise her of the total annual increase, but Ms. [redacted] didn’t ask for this information either. I’m sorry we didn’t inform Ms. [redacted] of the total amount that her rate would increase due to the change. We did send her updated policy and billing documents after we made the change.Ms. [redacted]’s policy was on the electronic funds method of payment, so on December 31, 2016, we deducted the payment $329.07 from her account. On January 12, 2017, her bank notified us that this payment wasn’t honored. We have since canceled her policy on January 24, 2017, for nonpayment, as we didn’t receive a replacement payment.   Ms. [redacted] owes us a balance of $636.43. This amount represents the difference between the amount we charged her, $727.92, and the total amount she paid, $81.49.   If Ms. [redacted] started her new policy with [redacted] before the January 24, 2017, cancel date, she can send a copy of her new declarations page showing herself as the insured, the same vehicle that she insured on the policy with us, and the effective date of the new policy. We’ll revised her policy cancel date for duplicate coverage and issue the appropriate credit. She can send this information with her policy number on it to me at the address, fax number or email address listed above. If you have any questions, please call me at [redacted].                                                                                                                                                                            Sincerely, Lisa [redacted]Consumer Relations Specialist

December 13, 2016Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted]   Customer Name: [redacted]   Policy Number: [redacted]  Policy Type: Personal Auto  NAIC Code: 155-11851 Company...

Name: Progressive Advanced Insurance Company        [redacted],I’m writing in reply to your inquiry dated December 8, 2016. I’ve included a timeline to help clarify the situation. On October 28, 2016, [redacted] purchased her policy with us. On November 1, 2016, we sent [redacted] a memo requesting that she contact us by November 15, 2016, to review several items on her policy in order to avoid a premium increase or cancellation. We also sent an email the same day letting her know a memo is available online. On November 15, 2016, we sent [redacted] a memo letting her know that while her policy is pending cancellation, we will not automatically withdraw her payments. On November 16, 2016, because [redacted] didn’t respond to our request to verify policy information, we sent her a Notice of Cancellation or Refusal to Renew via certified mail.On December 4, 2016, we sent [redacted] her Final Bill indicating her coverage ended on December 3, 2016.I reviewed [redacted]’ December 2, 2016 call, which was approximately four minutes long. [redacted] was inquiring about her next payment and payment due dates. Our representative was busy gathering information to answer [redacted]’ billing and didn’t mention the pending cancellation. I’m sorry that we missed an opportunity to remind you of the pending cancellation on December 2, 2016, but we did send you numerous memos concerning your cancellation and we sent a certified letter letting you know when this would happen. I know this isn’t what [redacted] wants to hear, but we’re unable to reinstate her policy. I’ve attached the documents we sent to [redacted] in case she wants them for her records. I’m sorry for any inconvenience this may have caused. If you have any questions, please call me at 1-440-620-6940.Sincerely, Jeff P[redacted]Jeff P[redacted]Consumer Relations Specialist

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]

April 19, 2016Revdex.com 2800 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...

Paloverde Insurance Company Ms. [redacted],I’m writing in reply to your letter dated April 11, 2016. I appreciate the opportunity to clarify the situation. On December 21, 2015, Ms. [redacted] initiated a policy with us by phone with a six-month rate of $1,144. She completed the purchase of this policy with a credit card payment of $190.71. We fully disclosed the rate and payments to Ms. [redacted] at that time.Ms. [redacted] had a prior policy with us (908119394), which she purchased online at a six-month rate of $749, effective December 8, 2015. We rescinded the policy effective the same date, because her bank did not honor the initial payment of $124.86.In comparing the rates for both policies, Ms. [redacted] qualified for additional discounts under the prior policy, including an Online Quote and Snapshot® Discount, which did not apply to the new policy. The new policy also reflected a lapse in coverage from December 8, 2015, until December 21, 2015, which affected the rate. We canceled policy [redacted] effective January 30, 2016, as Ms. [redacted] did not respond to our request to contact us for the completion of an underwriting review. We’ve also since been notified by the issuing credit card company of a dispute with the initial payment of $190.71 we received from Ms. [redacted]. After reversing this payment, a balance of $190.71 remains for the coverage we provided her until the cancel date of January 30, 2016. I’m sorry for any confusion or frustration this caused Ms. [redacted]. If you have questions, please call me at 1-440-910-6392.Sincerely, Anna O[redacted]Anna O[redacted]Consumer Relations SpecialistEnclosures

September 19, 2017Revdex.com, Inc.2800 Euclid Avenue 4th FloorCleveland, OH 44115-2408Attn:  Lou [redacted]   Re:  File Number: [redacted]        Customer Name: Lawrence [redacted]       Claim Number: [redacted]       Policy Number: [redacted]       Policy Type: Personal Auto       NAIC Number: [redacted]       Company Name: Progressive Advanced Insurance Company Mr. [redacted],I’m writing in reply to your follow-up letter dated September 12, 2017. I’m sorry to hear that Mr. [redacted] wasn’t satisfied with my response. I completed a review of the change in Mr. [redacted]’ vehicles with my initial response. As shown on the second page of the Coverage Summary, the vehicle history and length of ownership impacted the rate. I’ve included a copy for your review. If you have any questions, please call me at [redacted].Sincerely,Annie [redacted]Annie [redacted]Consumer Relations Specialist

May 18, 2016Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Re: File Number: [redacted] File Name: [redacted] Claim 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 May 11, 2016. We completed an inspection on the 2008 [redacted] on April 18, 2016, and found very minimal damage to the vehicle, which included repair to the front bumper, left fender and left front wheel. We completed a supplemental inspection on April 20, 2016, in which the vehicle was at [redacted] Body Shop. The vehicle had an air bag light on when completing the supplemental inspection and the vehicle was diagnosed that the SDM module needed to be replaced. On April 21, 2016, while at [redacted] Body Shop, the mechanic at the body shop felt it was not related to the loss due to the minor damage and the vehicle was parked, unoccupied and turned off with no power in the system. Per our request, the vehicle was moved to the service department and the service department was unable to provide any evidence or bulletins that the SDM module was related to this loss. We have confirmed with Sewell [redacted]’s repair facility that when the vehicle is turned off the SRS sensors are not sending information to the SDM. Since the vehicle was not running, the SRS system will not generate a problem causing the SRS light to come on. I appreciate the opportunity to clarify the situation. If you have questions, please call me at 1-972-439-4908.Sincerely,Doyle M[redacted] Doyle M[redacted] Claims Manager