Progressive Corporation

My name is [redacted]. Drivers license number [redacted]. I don't have the policy number cause that's been a few years ago. I saw on my credit report you sent to collections saying I owed $230 but when you cancelled my policy I had made a payment and you returned...

it. Why return a payment then send to collections saying I owe you money makes no sense.

Attached is our response and supporting documentation.

July 21, 2015Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted]Customer Name: [redacted]Policy Number: [redacted]Policy Type: Personal AutoNAIC Code: [redacted]1Company Name: Progressive Advanced Insurance Company[redacted],I’m writing in reply to your letter dated July 13, 2015. I appreciate the opportunity to clarify the situation.I’ve included a billing summary and a detailed transaction history for [redacted]’s policy. I’ve highlighted the payments we received. [redacted] never made herJuly 2013 payment, which is the amount she currently owes. If [redacted] obtained insurance elsewhere prior to August 15, 2013, she can submit it and we’ll be happy to review and make any necessary changes.$ 758.00 Original policy premium$- 24.00 Credit (due to policy change)$ 20.00 Installment fee$ 754.00 Total premium$- 629.68 Amount paid$ 124.32 Amount owed ProgressiveI’m sorry for any confusion 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

(The following was copy/paste by Revdex.com staff - LST)[redacted]March 19, 2018Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance CompanyMr. T[redacted]I’m writing in response to your follow up letter dated March 8, 2018.  As noted in the original response, our customer reported this claim to us on February 3, 2018. We assigned it to a claims representative for handling on February 5, 2018. Mr. B[redacted] also reported a separate loss under claim [redacted] on February 5, 2018. This was noted as a duplicate loss and the claim was turned over to our original claims representative under claim [redacted]. It was noted upon the report of this claim, that a coverage issue existed that required an investigation to determine if coverage would apply for this loss. Mr. B[redacted] mentioned that we contacted a high school student at 8:00 a.m. when school had started. The first attempt to contact the driver was on February 5, 2018, after 3:00 p.m. The additional follow up attempts were completed via text, to schedule a time for a recorded statement as requested by our customer.  The recorded statement was completed on February 7, 2018.  Mr. B[redacted] noted in his response that we tried to pressure him to move his vehicle from the collision center. Mr. B[redacted] was only advised that the vehicle needed to be moved to complete a coverage investigation so we could move forward with the claim. We advised that if the shop was charging storage, he had a duty to mitigate his damages.  The decision made by Claims Supervisor, Samantha Votava, to reassign the file to another claims representative on February 6, 2018 was not due to any improper handling by Raven R[redacted] This was done to simply comply with Mr. B[redacted]’s dissatisfaction regarding our inability to provide him with a rental or immediately provide coverage for the loss.  Our claims representative completed a timely and thorough investigation, which was finalized on the February 12, 2018. Mr. B[redacted] was contacted the same day, and was advised that coverage would be provided for this loss. We resolved the total loss for Mr. B[redacted]’s vehicle on February 12, 2018. Ms. V[redacted] originally informed him during their discussion on February 5, 2018, that if he incurred any out of pocket expenses, we could review for reimbursement.  If he has any receipts for a rental he obtained from February 3, 2018 through the settlement date of February 12, 2018, please provide and we would be happy to review for reimbursement.  Mr. B[redacted] noted in this letter that he had to clean up debris from a loveseat that was run over and that there was damage to his fescue lawn. This was never mentioned by him during any discussion with us previously. This was not referenced in his original complaint to the Revdex.com. I will be happy to discuss any reasonable resolution of these items, with evidence to support the damage noted.  If you have any questions, please call me at [redacted]Sincerely,Dennis B. [redacted]Dennis B. [redacted]Claims Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

November 23, 2016Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted]   File Name:   [redacted]  Claim Number: [redacted]   Policy Number: 70249641  Policy Type: Personal Auto NAIC...

Number: 155-16322  Company Name: Progressive Direct Insurance Company [redacted],I’m writing in reply to your letter dated November 18, 2016. I appreciate the opportunity to clarify the situation. On November 8, 2016, we received report of a claim involving [redacted]’s father, [redacted], and our customer.We contacted all parties involved and took their statements within a week of the claim report. During this time, we also completed a scene review and obtained photos of both vehicles.  As [redacted] mentions in his letter, his vehicle did have prior damage. The damage claimed for this loss was a tear to the bumper on the passenger side. During our inspection, we noted substantial prior damage to the driver side bumper that would warrant replacement, which we communicated to [redacted].When speaking with our driver, she stated that she did not believe that she had struck [redacted]’s vehicle. She did not hear or feel an impact, nor was there any damage to her vehicle. She provided [redacted] with her insurance information because he became upset at the scene, and she felt that we would be better able to address the situation. Neither party called police to the scene nor have we received any witness information. Based on the statements from both drivers and the vehicle photos, we were unable to accept liability for the loss. I’m sorry for any inconvenience or frustration [redacted] experienced. If you have questions, please call me at 1-425-245-9493.Sincerely, Carrie B[redacted]Carrie B[redacted]Claims Supervisor

August 15, 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]        NAIC Number: [redacted]       Company Name: [redacted] and [redacted] Company Ms. [redacted],I’m writing in reply to your letter dated August 8, 2016. I appreciate the opportunity to clarify the situation.On July 14, 2014, we received a report of a loss that Mr. [redacted] was involved in on July 11, 2014. The other party involved in the loss reported this claim with an accident date of July 12, 2014. Upon on our investigation, we found out that the correct date of the accident was July 11, 2014. Unfortunately, because of this accident Mr. [redacted] received injuries, incurred medical bills, and missed time from work. In order for us to handle the medical claim for the service dates of July 11, 2014, the actual date of accident, we had to reset the claim with the correct accident date. Therefore, we closed claim number [redacted] and did not make any payments under this claim. We also coded the claim as an error with zero percent negligence on Mr. [redacted]. We reopened the claim under a new claim number (14-3135054) and made all payments under this claim.   Mr. [redacted] had previously contacted us because of other insurance companies rating him for two at fault accidents. We do report all insurance claims and our understanding is that both claims were showing up on a CLUE report that insurance companies use to help in the rating systems. Our claim notes state that we did send a correction to Lexis/Nexis that generates the CLUE report on October 22, 2014 in an attempt to correct this issue. I’m sorry that this hasn’t cleared up the issue for Mr. [redacted].  We do not report fault when submitting this information. Insurance carriers determine how they want to use the information reported. Our local manager sent Mr. [redacted] a letter that he can provide to any insurance company or agent that is rating him based on the two accidents in July of 2014.  We have resubmitted the request to have this incident (claim number 14-[redacted]) deleted from Mr. [redacted]’s records. This process takes up to 45 days for completion. When the process has been completed by LexisNexis, they will forward a corrected CLUE report to Mr. [redacted].I’m sorry for the inconvenience Mr. [redacted] has experienced. If you have any questions, please call me at 1-320-345-7072.Sincerely,Keith P[redacted]Keith P[redacted]Claims Manager

March 1, 2016Revdex.com, Inc. 2800 Euclid 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 Premier...

Insurance Company of [redacted]Ms. [redacted], I'm writing in reply to your email dated February 23, 2016. Upon receipt of the claim, we completed an investigation to attempt to find coverage for the accident. Mr. [redacted] reported the accident to our Loss Reporting Department; however, the coverage determination occurs in the Claims Department where a trained claims representative completed the coverage investigation.  Unfortunately, our investigation revealed that at the time of the loss, Ms. Bradley's policy was not in force. Therefore, there is no coverage for Mr. [redacted]’s loss.       If you have any questions, please call me at 1-630-378-8909.Sincerely, Timothy B[redacted]Timothy B[redacted]Claims Manager - Chicago

August 15, 2016Better Bus[redacted]ss Bureau, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted]Re: File Number: [redacted] Customer Name: David J. M[redacted] Policy Numbers: [redacted] and [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive...

Specialty Insurance CompanyMs. [redacted],I’m writing in reply to your letter dated August 9, 2016.Mr. M[redacted] began policy [redacted] on January 26, 2016. On July 22, 2016, he requested to remove the Electronic Funds Transfer (EFT) payment method from his policy. We removed EFT so no payment would be withdrawn from his account for the renewal and his policy would expire. On July 26, 2016, we received a faxed cancel request from Mr. M[redacted]’s agent, Amy C[redacted]. Because of this, we canceled the policy effective July 25, 2016, and the Cancel fee was charged. Mr. M[redacted] began policy [redacted] with us on July 25, 2016. Because he rewrote his policy with us, we agreed to waive his fees. Currently, there is no balance due on his canceled policy. I’m sorry for any frustration this situation caused Mr. M[redacted]. If you have questions, please call me at 1-440-620-6945.  Sincerely,Stephanie C[redacted]Stephanie C[redacted]Consumer Relations Specialist

February 22, 2016 Revdex.com 2800 Euclid Avenue - 4th floor Cleveland, OH 44115 Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Numbers: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company...

Name: Progressive Direct Insurance Company Ms. [redacted], I'm writing in reply to your letter dated February 16, 2016. I’m providing the following details to explain Ms. [redacted] unpaid balances on the above policies. December 27, 2013: We canceled policy [redacted] at Ms. [redacted]’s request and sent her a Final Bill for the unpaid balance owed of $202.44. January 4, 2014: Ms. [redacted] sent us a request to cancel both of her policies effective January 4, 2014, because she obtained a [redacted] policy. January 6, 2014: We canceled policy [redacted] effective January 4, 2014, and sent Ms. [redacted] a Final bill for the $74 balance owed. January 7, 2014: We sent Ms. [redacted] a memo advising we couldn’t cancel policy [redacted] effective January 4, 2014, because she’d already canceled it effective December 27, 2013. January 16, 2014: We sent another Final Bill to Ms. [redacted] advising she needed to pay off the $202.44 balance owed on policy [redacted], and that her failure to do so may result in her referral to a collection agency. January 26, 2014: We sent Ms. [redacted] another Final Bill on policy [redacted] for the $74. Due to the amount, we didn’t turn it over to an outside collection agency, but Ms. [redacted] still owes the $74. February 5, 2014: We didn’t receive the $202.44 and turned that debt over to an outside collections agency, [redacted]. I’m sorry for the situation. Once Ms. [redacted] contacts CCS at 1-866-945-4973 and makes the $202.44 payment, they’ll mark the account as paid. She’ll need to call us at 1-800-776-4737 to make the $74 payment on policy [redacted]. I’ve enclosed copies of the above documents for your review. If you have any questions, please call me at 1-440-395-3384. Sincerely, Dona R[redacted] Dona R[redacted] Consumer Relations Specialist

(The following was copy/paste by Revdex.com staff - LST)[redacted]November 17, 2017Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted]Re: File Number: [redacted] Claim Number: [redacted] On Behalf of: [redacted] Policy Type: Personal Auto  NAIC...

Number: [redacted] Company Name: Progressive County Mutual Insurance Company Mr. T[redacted]Thank you for your letter dated November 3, 2017. I hope the following information helps explain our position regarding Mr. H[redacted]’s claim.  It’s our understanding that the loss occurred on August 27, 2017, but our customer didn’t report the loss to us, it was reported by Mr. H[redacted]'s agent which is why there was a month delay in getting in contact with the H[redacted]’s. We were advised that Mrs. H[redacted] was alerted by another guest at a party at her home, that Mr. [redacted] hit her vehicle. Mr. or Mrs. H[redacted] contacted Mr. S[redacted] but he refused to provide his insurance information. A police report was made two days after the loss, in which Mr. or Mrs. H[redacted] provided the officer with the events from the party. The officer never spoke with Mr. S[redacted], it was only reported to them for documentation purposes. We’ve spoken with Mr. [redacted] – who is not listed on our policy, and he has advised that he wasn’t involved in a loss on August 27, 2017. He states that he didn’t have possession of Mr. Jacob S[redacted] (our policyholder’s) vehicle on the date in question. We’ve spoken with Mr. Jacob S[redacted] who has also stated that neither his vehicle nor Mr. [redacted] was involved in a loss with Mrs. H[redacted]’s vehicle. Mr. [redacted] has advised that he never told Mr. H[redacted] that he was the person driving the vehicle that hit his wife’s car, and he wasn’t at the party. It’s our understanding that both parties are neighbors. We don’t know the extent of the relationship, but we’re under the impression this is how they have each other’s numbers. At this time, we’re unable to take care of the damages to the H[redacted]’s vehicle. We don’t have any proof of loss, such as pictures of the vehicle at the scene of the loss or evidence from the police officer that Mr. [redacted] or Mr. Jacob S[redacted] stated  that they caused the loss. If it were found that Mr. [redacted] was the cause of the loss, his insurance company would be primary for handling the claim if he has an active insurance policy. Per our policy, the insurance follows the driver, if the driver’s insurance policy isn’t active, then we’ll take over as secondary. To date, Mr. [redacted] has been uncooperative in providing any additional information on this loss, as he’s adamant that he wasn’t at the party, wasn’t driving Mr. Jacob S[redacted]’s vehicle and did not hit Mr. H[redacted]’s vehicle. We have no issues finalizing liability in this claim, because we need proof that there was a loss between both parties. If the H[redacted]’s have any pictures of the vehicle at their residence, or if another guest has any pictures or some other documentation showing that Mr. [redacted] admitted to the loss, we’re happy to review any evidence. If he’s found liable we would then need to determine if he has an active insurance policy, as they would have to be notified as primary insurance to handle the claim. Mr. H[redacted] advised us on November 6, 2017, that he would be providing additional information for our review. At this time, we’re unable to honor the request for payment because we don’t have enough proof of loss and our customer  is disputing any involvement. If you have any questions, please call me at [redacted]Sincerely, [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.Response from progressive:"the chance to review the claim file and share some information that will help address her concerns. Mrs. I[redacted] has two claims involving her 2013 Ford Mustang that we’re currently in the process of resolving. There was a glass loss that happened on July 24, 2017, and a July 31, 2017 loss where her 2013 Ford Mustang was damaged and items were apparently stolen from the vehicle while being towed."My response:  I filed 1 claim for broken rear window.  It took over 3 days to get a car rental, 5 days to have my car towed to a Progressive arranged facility and Progressive arranged tow company.  I discussed with corporate the need to have the car protected as the glass is very fine and will blow around and damage the leather interior.  I was ensured by Progressive it would be shrink wrapped by the tow company before it leaves for repairs. First, the car was never shrink wrapped.  The only protection done to it was what I did at the time the window shattered.  How do I know this? well because the tow company delivered the car to my house over 280 miles away from where it was located.  This Progressive arranged tow by management had the car shipped to my house instead of a repair facility.  When they shipped the car, it was never wrapped or protected in any fashion.  It was picked up on Friday at 11 am, I was called and told it was picked up and wrapped.  By 10 pm I did not get any information on when the car got to the repair facility so I called to find out where it was.  I was then told that the car was in-route to my home and that because they had to shrink wrap the window and clean the glass it took more time and that the driver stopped for the night.  I was then told it would be delivered by noon Saturday.  I was contacted at 2pm Saturday by the driver who wanted to drive my car to my home because the delivery truck was too large to enter the subdivision.  I told him absolutely not since the car was shrink wrapped and not drivable.  He then called back and said he was at the subdivision trying to deliver the car.  I asked where he was since not transport truck was at our subdivision.  They asked the location and name of our area and kept trying to deliver the car to a house.  I was then called by this drivers manager who said they are trying to deliver the car and we weren't there.  I told him my son and husband and security guard are at the gate and there no truck or driver.  I asked what address they tried to deliver the car to and it was NOT my address.  They tried to leave my car at an unknown address.  The car was finally delivered at 6pm on Saturday.  When it arrived the car was on a truck with cars that were "totaled".  My car had extensive damage to the body from items falling off the wrecked cars and hitting mine, it had oil and other fluids all over it, the window was never wrapped, the glass was never cleaned out, the glove box was open, the middle console was open, the back seat has cigarette ashes all over, the head rest was up in the rear, the A/C was set on full blast, the radio was on Track one, and several items stolen out of the vehicle.  All of which was not done before pick up.  The car was locked and in pristine condition other than a broken rear window.  It was delivered to the wrong location in a total mess.  There was water pooling in the rear and trunk of the car.  I immediately called the manager of the tow company and was told that he was the 3rd tow vendor to have the car.  He said he questioned the window and how he does not tow nice vehicles.  The other tow vendor told him that the owner knows this and doesn't care the rear window was not wrapped and that it was being towed with sever other cars wrecked.  I have names and numbers to all of these people who will confirm what happened.  I then called corporate and was told that in order to continue repairs after the rear window was fixed that I HAD to file a second claim other wise the car would have to be picked up and no repairs would be done until the tow company paid for them and the rental car.  I said this WAS NOT MY FAULT but the FAULT of PROGRESSIVE and they should have to make those arrangements and compensate me.  I was told that is not how it works and that there was not other way.  I was also told that the second claim would not be put on my file or reported, that it was just a formality to continue my rental and get repairs completed while Progressive went after the tow company.  I have all the names and number to confirm this also.  Obviously with this response, this is a lie.   Progressive claim: "Because the damages from these two incidences occurred independently of each other, it required us to handle as two separate claims [redacted]. We filed a claim with the tow company that towed the vehicle, however, they denied the claim stating that they didn’t cause any damage to her vehicle, and we’re not able to produce evidence that they caused the damage. "My response:  I was forced to file 2 claims as a Prgressive agent told me I had to as stated above.  The tow company did contact me and asked for pictures and said they would pay for all damages.  I have before delivery and after delivery picture with the window broken that was given to both the tow company and Progressive.  So the statement above by Progressive is NOT TRUE!Progressive response: "Regarding the lost or stolen personal effects from the vehicle, Exclusion # 9 under Part IV Comprehensive Coverage reads as follows: Coverage will not be afforded under this Part IV. to portable equipment, devices, accessories, and any other personal effects that are not permanently installed. This includes, but is not limited to: a.tapes, compact discs, cassettes, DVDs, and other recording or recorded media; b.any case or other container designed for use in storing or carrying tapes, compact discs, cassettes, DVDs, or other recording or recorded media; c.any device used for the detection or location of radar, laser, or other speed measuring equipment or its transmissions; and d.CB radios, telephones, two-way mobile radios, DVD players, personal computers, personal digital assistants, or televisions; Because items stolen and or personal effects taken from her vehicle falls under this exclusion, we’re not able to provide coverage. "My response:  Since Progressive made the tow arrangements and arranged to have the car delivered to the wrong location they are responsible.  This WILL NOT fall under my insurance claim since I was told by Progressive that I had to file a second claim in order to continue to get the repairs completed without having any delays and no rental.  That this was just a formality, nothing else!  Progressive caused this damage by having a Progressive tow company take my car to the wrong location, not to repair shop, it was not properly wrapped, sat open to the weather, it rained all night, was place on a truck with several damaged or totaled cars going to a junk yard when I was told it would be a single car tow, someone was in my car smoking, using the A/C, going through my personal information, steeling several expensive items.  I had the car locked and clean before pick up.  It was delivered damaged inside and out all because what Progressive promised, did not happen.  This is Progressive's responsibility not mine and is not something that falls under my insurance coverage, rather Progressive's responsibility.  This is very disturbing that I have and continue to have a Progressive person lie to me and what is actually going on, esp. in a response to the Better Buisness Bureau.Progressive response:We understand this loss and claims experience has not met Mrs. I[redacted]s expectations and we’re committed to addressing each of her concerns. According to the complaint, Mrs. I[redacted] incurred additional expenses such as 3 days use of a taxi, hours on the phone, and time spent at a repair shop. Because of this experience, and our previous discussion with Mrs. I[redacted] we’ve made a business decision to waive her $250 Comprehensive deductible on each claim, totaling $500. Our inspector spoke with Mrs. I[redacted] on Monday, October 2, 2017, to understand and address concerns over the quality of repair work that was completed on her vehicle. Mrs. I[redacted] asked that we meet at her house on October 9, 2017, to resolve the outstanding issues. Please don’t hesitate to contact me at [redacted] with any questions. Sincerely, Henry M[redacted] Claims ManagerMy response:  I was not going to cover the second $250 deductible since it was Progressive who caused the problem not me!  As I was told by corporate anyway.  After being treated like dirt when I first filed the claim and having poor help, being threatened, hung up on, failure to get rental, having been lied to, having my car severely damaged by all with wrong doings of Progressive, just to mention a few. Progressive management thought it best to wave the first deductible.  I was never told it was for any items stolen.  The items missing that were filed by a police report cost over $800.00.  No where close to any compenstation that needs to be given for this disaster!Furthermore, the reason I am meeting up with Progressive agent on Oct.9th is because the convertible top place on my car, that was found by Sean the Progressive adjuster, was used and not factory built for the car.  As a result, my husband, after picking the car up, tried to put down and up the top.  It did not line up, did not lock, or seal.  When it rained, water pour into the interior.  The entire outside of the car needed damage repair and paint.  However, the Progressive agent told them only to paint the repaired areas.  As a result, the bumpers do not match.  The back plastic piece along the trunk was cracked and not replaced, the floor mat was torn, and the wiper system is faulty.  I asked Sean why the same or better top was put on my car since that is was I was told by Progressive management would happen.  Sean stated that since my car was more than 1 year old it did warrant one and a used top was warranted.  I cannot believe this is the type of treatment give to paying customers.  This is not what I have paid for. This is not was I was told by corporate Progressive personnel, and this is not what I am going to tolerate.  That is why I contacted the Revdex.com.  If need be will peruse further legal action if everything I have asked for or was promised by Progressive is not completed.
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.
They are lying and committing fraud they had no evidence I was in an accident and because I didn't report a accident that didn't happened they told me it was my fault. They claim we are in legal contrast for them to represent me but we also had a legal contract of my policy before they changed it and double my premium after this legal contract.so they can in force the contract when they want but take it away when they want I will be seeking legal action I have a huge social media following I will be telling the world how decietful they are and I will be taking each one of the people that dealt with case to court individually since no one want to own up and tell the truth.
[redacted]

March 21, 2016Revdex.com2800 Euclid Ave, 4th Fl.Cleveland, OH 44115Attn:  [redacted]Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct...

Insurance Company FEIN Number: [redacted] Ms. [redacted],I'm writing in reply to your email dated March 12, 2016.Ms. [redacted] quoted her policy online and didn't include Comprehensive coverage during that process. During the quoting process, when she listed a lienholder and didn't include Comprehensive coverage, there was information that advised her that her lienholder may require this coverage. It's up to the customer to know what their lienholder requires.Ms. [redacted] called us to purchase the policy. We reviewed her call to us when she started the policy, and we've confirmed there was no mistake made on our end. During the call, Ms. [redacted] advised that she did not want full coverage on her vehicle. Our representative explained Ms. [redacted]’s coverages line by line, which did not include Comprehensive coverage, to which there was no rebuttal and Ms. [redacted] agreed with them. At the end of the call, her coverages were clearly explained and she agreed to what she was quoted, again with no rebuttal.Ms. [redacted] electronically signed her Application for coverage which showed no Comprehensive coverage on her vehicle. We sent her two Coverage Summaries confirming there was no Comprehensive coverage on her vehicle. After reviewing our file, our coverage decision will stand as is. Unfortunately, there was no applicable coverage on the policy at the time of loss. I'm sorry for any inconvenience Ms. [redacted] has experienced. Please call me with any questions at 1-440-910-7905.Sincerely, Ryan L[redacted]Ryan L[redacted]Claims ManagerEnclosure

(The following was copy/paste by Revdex.com staff - [redacted]September 19, 2017Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] File Name: [redacted]        Policy Number: [redacted]        Policy...

Type: Personal Auto        NAIC Number: [redacted] Company Name: Progressive Direct Insurance CompanyMr. [redacted], I’m writing in reply to your email dated September 12, 2017. I understand Ms. [redacted] is concerned with the unexpected bill we sent her for the balance due on her canceled policy. Thank you for the opportunity to address this matter. Ms. [redacted] owes $20.24 on her policy because we charged her $254.21 for the period of June 19, 2017, through August 19, 2017, and she only paid us $233.97.When Ms. [redacted] bought her policy, she qualified for a rate of $647.13 because she told us she had continuous insurance before her policy started with us. We asked her to send us confirmation of her previous policy; however, we didn’t receive it, so we increased her rate by $113.22, or approximately $20 per month. I’ve attached the letter we sent to her to let her know that we increased her rate.If Ms. [redacted] can send us proof of her prior policy to the address, fax number or email listed above, I’ll be happy to review it and apply the appropriate credit to her policy.The $20.24 is a valid balance that Ms. [redacted] owes us, but we hope we can adjust her policy accordingly if she provides the requested information. If you have any questions, please call me at 440-395-0314.                                                                                                                                                                            Sincerely, Lisa F[redacted]Consumer Relations Specialist

(The following was copy/paste by Revdex.com staff - LST)[redacted]February 12, 2018Revdex.com2800 Euclid Avenue, 4th FloorCleveland, Ohio 44115Attn: [redacted] RE: File Number: [redacted] File Name: [redacted] Policy Number: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC...

Number: [redacted] Company Name: Progressive Select Insurance CompanyHi Mr. T[redacted]I’m writing in reply to your February 6, 2018 inquiry. Thank you for making us aware of Mr. B[redacted] concerns about our decision to deny his claim. I’ve reviewed the claim and appreciate the opportunity to explain how we reached our decision.Mr. B[redacted] reported a claim on September 12, 2017, indicating there was damage to his 2002 Mercedes-Benz C230, caused by Hurricane Irma. He provided the date of loss as September 9, 2017.On September 18, 2017, we spoke to Mr. B[redacted] who indicated there were scrapes, dents, and paint came off due to the hurricane’s winds. We inspected his vehicle on  September 20, 2017. During the inspection we noted various panels that had peeling clearcoat. Mr. B[redacted] indicated the clearcoat was not in that condition prior to the hurricane. A coverage investigation was initiated at that point to determine whether the damages claimed were a result of a covered loss under his policy.To help get a better understanding of Mr. B[redacted] claims, we contacted Mr. B[redacted] prior insurance company, [redacted], to discuss his prior total loss claim with them. They indicated his vehicle had pre-existing damage when they valued it, including fading and poor paint, which Mr. B[redacted] later indicated was repaired. We asked Mr. B[redacted] to submit pictures he felt supported the condition of his vehicle prior to the loss date which were taken in March of 2017. We reviewed the pictures, but they didn’t support the condition of his vehicle prior to the date of loss because they weren’t time-stamped.After reviewing the available evidence, including the pictures from the inspection, we determined the damages being claimed weren’t the result of a covered loss, but rather wear and tear. Mr. B[redacted] Policy Contract (Florida Personal Auto Policy form 9611 edition (07/13) states the following:Part IV – Damage to a Vehicle:INSURING AGREEMENT - COMPREHENSIVE COVERAGEIf you pay the premium for this coverage, we will pay for sudden, direct, and ac­cidental loss to a:1. covered auto, including an attached trailer; or2. non-owned auto;and its custom parts or equipment, that is not caused by collision.A loss not caused by collision includes:1. contact with an animal (including a bird);2. explosion or earthquake;3. fire;4. malicious mischief or vandalism;5. missiles or falling objects;6. riot or civil commotion; 7. theft or larceny;8. windstorm, hail, water, or flood; or9. breakage of glass not caused by collision.EXCLUSIONS - READ THE FOLLOWING EXCLUSIONS CAREFULLY. IF AN EXCLUSION APPLIES, COVERAGE WILL NOT BE AFFORDED UNDER THIS PART IV.Coverage under this Part IV will not apply for loss:8. to any vehicle that is due and confined to: a. wear and tear; b. freezing; c. mechanical, electrical, or electronic breakdown or failure; or d. road damage to tires.After the coverage review went through the proper channels, the denial was relayed to Mr. B[redacted] verbally and in writing, and he disputed our findings. He indicated the damages were consistent with hurricane wind damages and that the winds reached 150 mph. He later provided additional documentation he felt supported this should be a covered loss, including typed correspondence from three individuals who indicated they saw his vehicle prior to the date of loss and there was no paint damage and/or apparent paint damage. We reviewed the correspondence, but found this documentation wasn’t enough evidence to change our denial decision. The paint peeling is something that occurs over time, and isn’t the result of a sudden, direct or accidental incident. I know this isn’t the outcome Mr. B[redacted] hoped for, and I wish I had better news. We’ve carefully considered the facts of loss in our investigation, and based on the information available, we respectfully support our liability decision.    Please don’t hesitate to contact me at [redacted] with any questions.Sincerely,Bob H[redacted]Bob H[redacted]Catastrophe Manager

June 9, 2015Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115 Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company...

Name: Progressive Direct Insurance Company [redacted]I’m writing in response to your letter dated May 30, 2015. I appreciate the opportunity to respond to [redacted]’s concerns.The impact to [redacted]’s [redacted] was confined to the right front.  On April 1, 2015, [redacted] wrote an estimate. The licensed Appraiser, Sasha L[redacted], and the repair shop agreed that the front bumper cover, grille assembly, right front headlamp, hood, and radiator support required replacement. The right front fender did not require replacement and was repaired for three labor hours. There was no confirmed damage to [redacted]’s right front tire or wheel.   On April 1, 2015, [redacted] contacted [redacted] and advised her that they would not complete the repairs until April 24, 2015, because the radiator support for the vehicle was on back order. The repair shop did complete the repairs by April 24, 2015.On April 25, 2015, we received a call from Dan D[redacted], the owner of the vehicle, indicating that a wheel alignment was not completed on the vehicle.  On April 27, 2015, [redacted] called and indicated that she was upset about the following issues and stated that her car was not restored to pre-loss condition. [redacted] indicated that she requested the shop use a less expensive after-market grille. They did not use this grille because it did not properly fit and would not have restored the vehicle back to pre-loss condition. [redacted] also indicated that the collision repair shop did not complete an oil change as she requested and there was an alignment issue. The oil change was unrelated to the loss and an alignment was not included on the original estimate because there was no impact to the vehicle’s wheel, tire, or right front suspension mounting area. Our representative contacted the repair shop to discuss [redacted]’s concerns. The shop confirmed that the grille she requested (that was not on our estimate) did not fit, so they purchased a grille from [redacted] at no additional cost to [redacted] to expedite the repairs. The shop indicated they were not able to complete an oil change due to time constraints, but did apologize to [redacted]. The oil change was not on the estimate because it was not loss related.On April 29, 2015, [redacted] called in and reported that in addition to the oil change and alignment issue, there were also black marks on the inside of the vehicle. [redacted] did not address these marks when she picked up her vehicle on April 24, 2015, nor did she mention it in previous discussions. As a customer courtesy, our Supervisor, Kara C[redacted], reviewed the file and agreed to pay for an alignment to the vehicle, even though there was no damage to the wheel, tire, or right front suspension mounting point. Ms. C[redacted] also contacted the repair shop and provided pictures of the black marks located on [redacted]’s windshield, sunroof, and right front interior door trim. None of these areas were near the repaired areas of the vehicle. A representative contacted [redacted] to address her concerns and schedule an appointment at the repair facility so they could investigate those concerns.   On April 30, 2015, our Representative, Sara M[redacted], re-inspected [redacted]’s vehicle and documented her concerns. During the inspection, [redacted] indicated there was a fit issue with the hood molding, but the molding was not damaged in the initial loss. [redacted] also pointed out the right headlamp was “off” and did not look like the left headlamp and pointed out damage to the vehicle’s rear bumper and right rocker molding near the rear of the vehicle. Ms. M[redacted] explained to [redacted] that those damages were not consistent with the right front damages caused in the loss and therefore will not be covered.On May 11 2015, we scheduled an appointment at [redacted] of [redacted] because [redacted] did not wish to return to [redacted].   At that time, [redacted] met with our Appraiser Ashley S[redacted], and the repair shop manager to discuss all of her concerns. The shop agreed to complete the following at our cost:Replace the right headlamp with another headlampDetail the car to remove the black spotsComplete an alignment by [redacted] Address the hood molding issue Additionally, as a customer courtesy, [redacted], the original repair shop, agreed to pay for a rental for [redacted] because she did not have Rental coverage on her policy. On May 19, 2015, Ms. S[redacted] emailed [redacted] to confirm her satisfaction with the repairs. [redacted] responded on May 25, 2015, indicating that on her way to [redacted], she heard a clunking noise and her car stalled. Please note that there was no damage to [redacted]’s engine or transmission from the March 24, 2015 accident.  On May 26, 2015, [redacted] spoke to Supervisor Kara C[redacted], and confirmed her check engine light came on after the vehicle stalled. The vehicle was moved to [redacted] for a re-inspection. Ms. C[redacted] advised [redacted] that the engine issue needed to be diagnosed to determine if the new condition was related to the loss.  On May 29, 2015, the shop technician at [redacted] confirmed there was a loud knocking noise coming from the top rear section of the engine, not in the impact or repair area. The technician also noted that there was an oil change completed on May 3, 2015, by [redacted] and the vehicle had been driven 1,172 miles since the last known oil change. The mileage on the vehicle at the time the engine stalled was 75,504, which is 1,759 more miles than when the original estimate occurred on April 1, 2015. The technician confirmed that the engine knocking was not likely related to the loss, and required further assessment by a mechanic or a [redacted] dealership. Our Appraiser Ashley S[redacted] contacted [redacted] to discuss the repair shop’s assessment, explain the next steps, and to obtain an authorization to tear down the engine for diagnosis of the engine condition. After our efforts to contact [redacted] on June 1, 2015 and June 2, 2015, were unreturned, we confirmed her vehicle was moved to ** [redacted] in [redacted] on June 3, 2015. Ms. S[redacted] contacted Stuart at ** [redacted] and faxed him a copy of our estimates. Stuart from ** [redacted] confirmed there was no impact to the engine or shifting to engine’s mounts.On June 8, 2015, Ms. S[redacted] went to the shop, confirmed there was no visible damage to the engine and was advised that Stuart would complete the vehicle’s assessment once he returned next week. Ms. S[redacted] will follow up with the repair shop manager when he returns to confirm the engine tear down was completed as [redacted] requested and he will work with the repair shop to determine the source of the problem. As we discussed with [redacted] on June 3, 2015, a recent internet search revealed there are several recalls and known engine issues to the [redacted]. The engine model on her car is known to experience, “engine bearing failure, overheating, oil consumption, piston ring failure, and/or connecting rod knock. Unfortunately, these non-collision mechanical issues are not covered by [redacted]’s auto insurance policy.If you have any questions, please call me at 1-[redacted].   Sincerely, Kara C[redacted]Kara C[redacted]MRR Supervisor

August 30, 2016Revdex.com2800 Euclid 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 Number: [redacted] Company Name: Progressive Direct...

Insurance CompanyMs. [redacted],I’m responding to your letter of August 19, 2016. Thank you for the opportunity to clarify the situation.Ms. [redacted] purchased her policy originally in March of 2015. As policy Renewal Offers are  extended, the price usually does change from one term to another. Her current policy term of March 16, 2016 to September 16, 2016 price is $650 or about $109 per month for six installments. We’ve sent a Renewal Offer for September 16, 2016 to March 16, 2017 for $703 or about $118 per month.The recent August 2016 claim is considered a waived claim and did not affect the price of the policy at all. The reason for the increase is a change in our policy rates. We filed an adjustment to our rates with the state of Ohio. The new rates affect all customers as they renew on or after July 15, 2016.I’m sorry for any inconvenience this increase has caused Ms. [redacted]. Our Renewal Offers are sent out approximately a month in advance to respectfully give our customers the option to review at the offered rate or to make other arrangements for their insurance. If you have any questions, please call me at 1-440-620-6943.Sincerely,Nancy A[redacted]Nancy A[redacted]Consumer Relations Specialist

August 1, 2016Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, 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 County Mutual Insurance Company      Ms. [redacted],I’m writing in response to your letter dated July 26, 2016. I appreciate the opportunity to address Mr. [redacted]’s concerns and clarify the situation.We thoroughly investigated the accident that occurred on July 20, 2016. We interviewed both drivers involved in the loss and obtained pictures of the damage to both vehicles. We also used pictures of the accident scene and spoke to managers from both Sears and Macy’s asking if store parking lot cameras were able to capture footage of the accident. We confirmed that none of the cameras had captured the accident.   Because Mr. [redacted]’s policy only carries liability coverage, we did not complete an official estimate for his vehicle. We do however have pictures of Mr. [redacted]’s vehicle that he provided to us.     Mr. [redacted] confirmed during his initial statement that he was going to make a right turn from parking lot aisle way to go into main roadway. He stated that he did not see the other vehicle involved until impact. Mr. [redacted]’s statement confirms the other vehicle driver’s statement, which was that Mr. [redacted] failed to see the other vehicle coming on main roadway and pulled out causing collision. The damage to both vehicles is consistent with this original version of the accident. The damage to Mr. [redacted]’s vehicle is to the left front portion of the front bumper. The damage to the other vehicle involved starts at the right rear fender and goes all the way to the right bedside panel.A picture taken at the scene of the accident confirms Mr. [redacted]’s original contention, that he was making a right turn and the other driver’s contention that she was going straight on main roadway. Mr. [redacted] has since recanted his original statement and is now stating he was completely stopped when the other vehicle was cutting across the parking lot and hit his stationary vehicle. This recanted version is not consistent with the damage location to either vehicle or the picture from the scene of the accident.  Since receiving this complaint, the claims representative has reached out to Mr. [redacted] in an attempt to meet with him and further discuss this loss by reviewing a scene diagram. Mr. [redacted] stated he is not able to come into the office and indicated he would draw a loss diagram and send it to us. We did receive the diagram depicting Mr. [redacted]’s new version of how the loss occurred. Mr. [redacted] mentions that there is a police report for the accident. We have requested a copy of the police report; however, this police report is a report filed by Mr. [redacted] at the local police station and not a scene investigated report. Because this report is a walk in report, it will only have Mr. [redacted]’s account of the loss and will not include the other driver involved. In an effort to help and protect Mr. [redacted] from any other carrier subrogation or any litigation against him, we finalized liability using all available information, which clearly puts Mr. [redacted] at fault. If we were to finalize in favor of Mr. [redacted], we would be doing him a disservice, as well as the other driver involved by making an incorrect decision.  Mr. [redacted] indicated he wants us to pay for the damages to his vehicle; however, as mentioned above, Mr. [redacted]’s policy is a liability only policy and does not include first party coverage. Therefore, we’re unable to afford coverage for his vehicle repairs. If you have any questions, please call me at 1-915-519-3033.Sincerely,Alejandro A[redacted]Alejandro A[redacted]Claims ManagerEnclosure

[redacted]September 7, 2017Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115 Attn: Lou [redacted]Re: File Number: 12351905 Customer Name: Roger [redacted] Policy Number: 914499346 Policy Type: Motorcycle NAIC Number:...

155-24279 Company Name: Progressive Max Insurance Company      Mr. [redacted],Thank you for your August 26, 2017 letter and for forwarding Mr. [redacted]’ concerns about the bill he received. I can certainly understand that finding out he still owes a balance on a policy that’s been canceled can be frustrating. I looked at the policy and am happy to clear up any confusion and explain the reason for this balance. Mr. [redacted] initially purchased the policy on April 17, 2017, covering a 2006 CPI GTR Moped, for an annual rate of $90. He made an initial payment of $45, and on May 1, 2017, we sent Mr. [redacted] a bill for the remaining balance of $50, due by May 17, 2017. After we sent this bill, Mr. [redacted] made the following changes to his policy.May 4, 2017, removed the 2006 CPI Moped and added a 2004 Suzuki GSX-R600, added Comprehensive and Collision with $500 deductibles (+ $885.34)May 13, 2017, we corrected the engine size for the 2004 Suzuki (-$116.12), then Mr. [redacted] asked us to remove the Suzuki and re-add the 2006 CPI Moped (-$723.69)May 15, 2017, removed the 2006 CPI Moped and added a 2004 Honda CBR600F4 (+ $636.86)On June 1, 2017, we sent Mr. [redacted] a bill for $732.39, due by June 17, 2017. This amount includes the $50 due on May 17, 2017, plus all the changes listed above.On April 17, 2017, Mr. [redacted] added $1,000 Medical Payments coverage, which increased the rate by $50.15.On July 2, 2017, we sent Mr. [redacted] a bill for $787.54, due by July 17, 2017. Because we didn’t receive the payment, we sent Mr. [redacted] a Cancel Notice, letting him know that we must receive his payment by August 2, 2017, to avoid cancellation. We didn’t receive the payment, and the policy canceled, leaving a balance due of $247.49.We charged Mr. [redacted] $277.49 for coverage from April 17, 2017 to August 2, 2017, which included all policy changes, $10 in installment fees and a $5 late fee, for a total of $292.49. Mr. [redacted] made one payment of $45, leaving a balance due of $247.49.Mr. [redacted] is right. He does have the option to purchase a new policy with us, and we’d be happy to write one for him. However, he’ll have to pay the $247.49 balance owed on this policy and an initial payment to start a new policy.I hope this information clears up any confusion about the remaining balance due. If you have any questions, please call me at 440-620-6944. Sincerely, Rose [redacted]Rose [redacted]Consumer Relations Specialist Enclosures