Progressive Corporation

July
27, 2015
 
 
RevDex.com
2800
Euclid Avenue, 4th Floor
Cleveland,
OH 44115
Attn: [redacted]
 
Re: File
Number: [redacted]
Customer
Name: [redacted]
Policy
Number: [redacted]
Policy
Type: Personal Auto
NAIC
Number: [redacted]
Company
Name: Progressive Garden State Insurance Company
 
 
[redacted],
 
I’m
writing in response to your follow up letter dated July 21, 2015.
 
Verification
of garaging address is an important part of our underwriting process
and ensures that we are providing the most accurate rates for our
customers. Because the garaging address we obtained from [redacted]’
Consumer Report was different from the one listed on the policy, we
requested verification of her address. We sent [redacted] a letter on
May 22, 2015, asking that she provide a document showing her name and
complete address by June 12, 2015. As explained in our prior
response, [redacted] chose email as her method of delivery for all
policy documents in exchange for a discounted rate. Therefore, we
sent all notifications via email. Because of the large amount of
customers we service daily, we do not have the availability to make
phones calls to every customer requesting policy documents.
 
With
each call we received from [redacted], we provided her with several
different documents that we would accept as proof of her garaging
address. We do understand that [redacted] was unable to provide two of
the accepted documents, which is why we made the accommodation to
accept a current W2 form with a letter from her employer’s Human
Resource Department confirming her complete address.
 
On
July 17, 2015, [redacted] faxed the agreed upon documents from her
employer. We changed the policy to reflect the correct address
effective July 17, 2015, the same day we initially changed it,
resulting in a total credit of $406. We also canceled the policy
effective July 10, 2015, at [redacted] request and refunded $406.40 to
her bank account.
If
you have any questions, please call me at 1-[redacted].
 
Sincerely,
 
[redacted]
 
Rose
S[redacted]
Consumer
Relations Specialist
 
 
Enclosures

response attachedBusiness response copied and pasted below by Revdex.com staff MT 2/16/17:February 14, 2017Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted]Policy Type: Personal AutoNAIC Number: [redacted]Company Name: Progressive Mountain Insurance CompanyMs. [redacted],I’m writing in reply to your letter dated February 7, 2017. Thank you for the opportunity toclarify and reiterate what transpired on the [redacted] policy.• On December 15, 2016, we issued a Cancellation Notice advising the policy willcancel as of 12:01 a.m. on December 27, 2016, because we didn’t receive payment.• On December 28, 2016, we issued a Final Bill confirming we canceled the policyeffective December 27, 2016 at 12:01 a.m.• [redacted] accepts and processes payments on our behalf. Payments do go to[redacted]’s lockbox.• On January 3, 2017, [redacted] deposited the [redacted]’s payment and noted the postmarkdate was December 29, 2016.• [redacted] submitted the payment to the [redacted]’s bank on January 3, 2017.• The [redacted]’s bank determines the dates that they enter on their records and it wouldbe reasonable for them to show the process date of January 4, 2017.• The automated system picks up the postmark date entered, not the date we actuallyreceive the payment.I’m sorry for the situation, but our decision to deny the claim hasn’t changed.Sincerely,Dona [redacted]Consumer Relations Specialist[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I wish they would remove the $948 declarations page from the website as that part of the complaint is still unresolved. 
Regards,
[redacted]

[redacted]

(The following was copy/paste by Revdex.com staff - [redacted]April 5, 2018[redacted] 
[redacted]Re: [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]pany[redacted]I’m writing in reply to your letter dated March 23, 2018. Thank you for the opportunity to clarify the situation.I’ve reviewed [redacted] complaint and can offer the following information.The issue regarding the additional out-of-pocket rental for $257.75 and the additional custom equipment of $326.10 have been resolved. On February 2, 2018, we sent [redacted] two separate checks for those amounts.In regard to his dispute over diminishment of value (DOV), he called on January 26, 2018, and requested a payment of $4,500 to resolve his property damage claim and to be compensated for DOV to his 2008 Chevrolet Corvette. The claims representative, Richard [redacted], advised [redacted] that he’d review his DOV claim and follow up with him by the next Friday.DOV describes a concept in which an item has lost value in the marketplace because of an occurrence or condition that cannot be altered. The item that has sustained a diminution of its value has sustained some type of damage or alteration that forever changes it and differentiates it from others of its kind or quality. The damage or alteration must be verifiable; that is, capable of being defined and measured. Most importantly, the damage or alteration cannot be undone or repaired in any manner but must be permanent.  Other than total losses, vehicles are capable of being repaired to their pre-loss physical condition with proper repair techniques. Through collaboration with the insured/claimant and the repair shop, accurate repair estimates can be written that are sufficient to repair vehicles to their pre-loss condition. Diminution in value should not be confused with a claim of inadequate repairs. Where the repairs were not complete or were inferior quality, there is recourse against the body shop.In most cases, these repairs will restore the pre-loss market value of the vehicle as well. However, where a diminution in value claim is alleged, each such claim is considered on its individual merits, based on the market value of the vehicle before and after the loss. The type of factors we consider include year, make, mileage, and overall condition of the vehicle, type of repairs required, and whether the owner actually suffered a verifiable loss at the time of a subsequent sale of the vehicle. The insured/claimant has the duty to establish their damage for a diminution in value claim. Their proof should not be arbitrary, based upon a formula or derived from non-verifiable, automated databases. Rather, their proof must be factual, verifiable, specific, and credible. In this case, [redacted] vehicle was repaired at a shop of his choice. [redacted] went through his own insurance carrier to have the damages repaired. The damages were to the left rear corner. We reimbursed his carrier for the damages in the amount of $14,973.26 including reimbursement of rental on October 26, 2017. The damages caused by our customer were undone, and the vehicle was repaired to pre-loss condition by the shop. To our knowledge, there is no issue with the quality of the repairs to [redacted] vehicle. We understand that a 2008 Chevrolet Corvette is not a common vehicle in the market place, however the vehicle was repaired by [redacted] shop of choice and replaced to pre-loss condition.  In an effort to resolve the claim, Mr. [redacted] made an offer to [redacted] on January 31, 2018, of $1,500 to resolve his claim. A voicemail was left along with a letter with the offer amount was mailed to [redacted]. On February 1, 2018, [redacted] sent an email restating his demand of $4,500 to resolve the claim. That same day Mr. [redacted] called [redacted] and left a voicemail requesting a call back to discuss the offer. Mr. [redacted] made a new offer of $1,850 on February 2, 2018. This offer was rejected by [redacted] and the same demand of $4,500 was made. Throughout February multiple calls were exchanged by Mr. [redacted] and [redacted] in order to resolve the claim. On March 8, 2018, Mr. [redacted]’s supervisor, John [redacted] called [redacted] in an attempt to reach a resolution on this claim. Mr. [redacted] offered $2,500 in a final attempt to resolve the claim. [redacted] rejected and stated if he did not receive payment for $4,500 he would take our customer to court for $9,500. Mr. [redacted] advised of our final offer and mailed confirmation of the offer on March 12, 2018. We have advised our customer to contact us in the event a lawsuit is filed.On April 5, 2018, Richard [redacted] reached out to [redacted] and left him a voicemail stating that we would agree to resolve his property damage for an additional $4,500, in exchange for a release. Mr. [redacted] is waiting to hear back from [redacted]. We’ll continue to work with [redacted] to resolve his claim.I hope this helps to explain the situation. If you have any questions, please call me at [redacted]Sincerely,Stephanie [redacted]Stephanie [redacted]Claims Manager

March 14, 2015Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] Customer Name:      [redacted] Policy Type: Personal Auto          NAIC Number:          [redacted] ...

Company Name: Progressive Northern Insurance Company Ms. [redacted],I’m writing in reply to your letter dated March 10, 2016. On December 2, 2015, Mr. [redacted] purchased his policy through agent, [redacted] Insurance Services. We issued his policy at an increased rate of $1,225 because of the May 8, 2015, at fault accident and the October 3, 2015, at fault accident that we discovered on his driving record. When Mr. [redacted] purchased his policy, he chose the paperless billing method; therefore, we sent all policy information to him via email. We subsequently canceled Mr. [redacted]’s policy effective January 11, 2016, for nonpayment. He owes a balance of $148.55, which represents the difference between the amount he paid, $137.50, and the final cost of the policy, $286.05. We have no record that Mr. [redacted] called us to cancel his policy. I’ve reviewed Mr. [redacted]’s policy and confirmed that he did not call us at any time while he was insured with us. Therefore, I’m sorry for any miscommunication Mr. [redacted] may have received from [redacted]. If he replaced coverage before January 11, 2016, he can send me confirmation of his replacement policy showing the same drivers and vehicles that were listed on this policy to the address, email or fax number listed above, and we will revise Mr. [redacted]’s cancel date and apply the appropriate credit.  I’m sorry for any frustration Mr. [redacted]’s experienced with his policy. If you have any questions, please call me at 1-440-395-0314. Sincerely,Lisa F[redacted] Lisa F[redacted]Consumer Relations SpecialistEnclosures

September 24, 2015Revdex.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...

Code: [redacted]  Company Name: Progressive Advanced Insurance Company    [redacted],I’m writing in reply to your letter. Thank you for the opportunity to address [redacted]’s concerns. We obtained statements from all drivers involved in the loss, which contradict one another. [redacted]’s mother in law, states that her vehicle was stopped at the time of the accident. Our customer, [redacted], states her vehicle was stopped at the time of the accident. We spoke with [redacted] and advised her we are denying the claim because it’s a word versus word accident. We advised [redacted] she can proceed through her own insurance company, [redacted], for her damages and they would make a determination on how they want to proceed. [redacted] will make their liability decision independently of our decision.  We have asked [redacted] for pictures of the damage to his mother in laws car, unfortunately he has refused. I’m sorry for any frustration this may have caused. If you have any questions, please call me at 1-[redacted].Sincerely, Doug M[redacted]Doug M[redacted]Claims Supervisor

October 21, 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’m writing in reply to your inquiry dated October 17, 2016. Thank you for the opportunity to clarify the situation.  On August 8, 2016, Ms. [redacted]’s 2008 [redacted] Tahoe was involved in an accident. On August 17, 2016, we completed an inspection of Ms. [redacted]’s vehicle at her chosen repair facility, [redacted] Body Shop. Ms. [redacted] indicates her vehicle was in the body shop for a month and a half. Unfortunately, we were unable to control the timeliness of Ms. [redacted]’s chosen repair facility, which resulted in her exhausting the rental coverage with us. Upon delivery, Ms. [redacted] was not satisfied with the alignment of her vehicle’s hood, which her chosen repair facility resolved. She also had concerns with the vehicle’s steering. We worked with the repair shop to get the steering issues diagnosed and paid for additional repairs based on their recommendation.  Ms. [redacted] continued to have concerns with her vehicle so we suggested that she take her vehicle to a local [redacted] dealer for further diagnosis. We reimbursed Ms. [redacted] $149 for the diagnostic fee and we have added additional items to our collision estimate based on the dealer’s findings. The additional repairs do not constitute total loss under North Carolina law. We’ll continue to work with Ms. [redacted] to ensure resolution of her concerns. We have also spoken with our representative to ensure professionalism and timeliness in all customer interactions.  If you have any questions, please call me at 1-919-845-5637.Sincerely,Armando A[redacted]Armando A[redacted] Claims Manager

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 complaint is that it costed me more to have someone on the policy that had ZERO coverage or benefits of the policy. Progressive stated that I received a discount from my martial status. Yet, when they changed me to single, my premium dropped and they credited me back money. Obviously, I was not getting any type of discount for having my ex on the policy. It was costing me more. 
Regards,
[redacted]

April 26, 2016Revdex.com, Inc.2800 Euclid Ave, 4 th floorCleveland, Ohio 44115-2408Attn: [redacted]Re: File Number: [redacted]Customer Name: [redacted]Policy Numbers: [redacted] and [redacted]Policy Type: Personal AutoNAIC Number: [redacted]Company Name: Progressive Specialty Insurance...

CompanyMs. [redacted],I’m writing in reply to your letter dated April 19, 2016.Mr. [redacted] began policy [redacted] on October 5, 2015. On October 28, 2015, werequested that he provide us with his marriage information by November 10, 2015.Unfortunately, we didn’t receive this information, so we removed the married statusfrom his policy. This increased the policy $531.30. We sent him a notice and anupdated Coverage Summary and payment schedule.At that time, Mr. [redacted]’s policy was on our Electronic Funds Transfer (EFT) billplan. This means that he authorized us to automatically withdraw his monthlypayments from his checking account.On December 6, 2015, we withdrew the scheduled EFT payment of $667.34 fromthe checking account on file. On December 8, 2015, Mr. [redacted] called in and sentus proof of his marriage. We added the marriage rating back onto his policy and itdecreased $531.30. We made an accommodation to refund his EFT account the$667.34 and withdraw a payment of $376.34. On December 11, 2015, he made apayment of $110.06.On December 16, 2015, Mr. [redacted]’s bank advised us that the payment of$667.34 wasn’t honored. This means that we refunded him $667.34 that we neverreceived from him. We added a $20 Returned Payment fee. We sent him anupdated payment schedule on December 16, 2015, showing that his next paymentwould be $943.89 due January 6, 2016. This included the $667.34 that he owed usplus his monthly payment.On January 6, 2016, we withdrew the payment of $943.89 from Mr. [redacted]’s bankaccount. On January 19, 2016, his bank notified us that this payment wasn’thonored. We added a $20 Returned Payment fee and sent him a Cancel Notice. Itstated that he needed to make a payment of $943.89 by February 5, 2016, or thepolicy would cancel. We didn’t receive this payment and his policy canceled.We requested that Mr. [redacted] send back the two Snapshot® devices after hispolicy canceled. We didn’t receive these, so we added two $50 Snapshot Devicefees to his policy. After cancel, he owed a balance of $1,087.40. He made thispayment on March 9, 2016, when he began policy [redacted]. He returned theSnapshot devices on March 16, 2016, and we removed the two $50 fees. We senthim a $100 refund to his credit card.Mr. [redacted] had a valid lapse in coverage from February 5, 2016 to March 9, 2016.As a result, we’re unable to honor his request to reimburse him for car rental fees.I’m sorry for any frustration Mr. [redacted] has experienced. If you have questions,please call me at 1-440-620-6945.Sincerely,Stephanie C[redacted]Stephanie C[redacted]Consumer Relations SpecialistEnclosures

Revdex.com,I have read and reviewed the response from Progressive. While their response did not result in the outcome I desired, I appreciate your efforts to resolve the issue. I find Progressive’s response understandabale, and acknowledge the regulatory burdens they face regarding offering loyalty benefits to its customers.I will be duly canceling my policy with Progressive and seek a less costly option for similar coverage moving forward. Again, thank you for your efforts.Sincerely,[redacted]

Consumer Relations Department 6300 Wilson Mills Road, N71C Mayfield Village, OH 44143 Fax: 1-888-569-8942 [email protected] February 8, 2016 Revdex.com 2800 Euclid Avenue - 4th floor Cleveland, OH 44115 Attn: [redacted] Re:...

File Number: [redacted] File Name: [redacted] Claim 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 February 1, 2016. I reviewed the claim and I’m providing the following to address each of Mr. [redacted]’s concerns in the order that he presented them. Original [redacted] Parts: On January 7, 2016, we completed a preliminary estimate with Mr. [redacted] present. Claims Representative Jeffrey H[redacted] gave him a copy of the original estimate. The original estimate had aftermarket parts listed and there was never an agreement made for us to pay for Original Equipment Parts (OEM). The Oklahoma Department of Insurance states regarding parts usage: http://www.ok.gov/oid/faqs.html#c237 12. My automobile had original parts on it before the accident. Why is the company allowed to use "like kind and quality parts"? Following an auto accident, an insurance company’s limit of liability is the actual cash value of the property or damaged part of the property at the time of the loss. Putting brand new parts on an older vehicle would result in betterment, which is not the intention of the policy. If you still insist on new factory parts, the company will likely require that you pay the difference between the new parts and the "like kind and quality parts". Mr. [redacted] directed the shop to order OEM parts. In making that decision, he became financially responsible for the part price difference, if there was one, and for any potential delays associated with those parts. Page 2 Parts Delivery: On January 18, 2016, Mr. H[redacted] completed a supplemental inspection, at which time he validated parts availability for those parts listed on our repair estimate. Those parts were available the next day from the vendor cited. Mr. [redacted]’s statement that the parts would’ve been on the same delayed delivery truck is unfounded, as that vendor wouldn’t use the same delivery truck as the OEM supplier. The vendor we cited parts from confirmed on January 25, 2016, that the parts we quoted were still available and had the shop and Mr. [redacted] elected to purchase them, they would’ve had them delivered on January 19, 2016. Repair Time: Based on delivery of the parts on January 19, 2016, and based on industry standards, the shop would’ve been able to paint the parts necessary and install them in one to two days, rendering a last day of rental owed by us as January 21, 2016. Mr. H[redacted] was proactive throughout the repair process communicating this with Mr. [redacted] and he was consistent in his messaging. At one point, the repair facility informed Mr. H[redacted] that Mr. [redacted] knowingly deviated from the aftermarket parts written on the estimate and specifically requested the shop to order the OEM parts. Upon recognizing the potential delay, Mr. H[redacted] attempted to explain this to Mr. J[redacted] who berated him and our company and swore about the inferior quality of the parts we’d estimated. Per our standard cycle time calculations, a repair of 11.6 hours should take three days. We recognized the potential delay due to the supplemental inspection, and paid for eight days of rental accordingly. The shop was completing additional unrelated repairs when Mr. H[redacted] inspected the vehicle on January 18, 2016, which included metalwork, priming, block sanding and refinish. These repairs may or may not have been a factor in the delay, as it’s very possible that the shop could’ve spent time working on the accident related damages versus the personal pay and met the expected delivery date. I'm sorry for Mr. [redacted]’s frustration, but the primary reason for the delay was his decision to utilize OEM parts, and subsequently, he inherited any potential costs associated with that delay by making that decision. Thank you for the opportunity to explain the decisions made on this loss. If you’d like to discuss this further, please call me at 1-405-416-7258. Sincerely, Ryan S[redacted]
Ryan S[redacted] Claims Manager Enclosures

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]

(The following was copy/paste by Revdex.com staff - LST)[redacted]Progressive Never sent a New policy stating any early Termination Fees also I Never called and asked my Deductible too be raised from 500.00 too a 1000.00 I only just found that out when I spoke with them about my New Motorcycle thats why we dropped them I would of never Jumped from a 500.00 deductible too a 1000.00 especially when theres so many other insurance companies Less … They Breeched Contract simply raising the deductible whithout My Knowledge … I just want the 71.00 dollars waived

Melissa, Did you reach out to Priscilla, in order to obtain these documents, as I provided you with her mobile telephone number (which is [redacted]) as she stated that she would be more than happy to send the invoice to you. Or is it that you need her to send it to me and then I send it to you all?.........  I want to make sure that you all get just what you are asking for from the Dealership and I was told, by Priscilla, that they do have the invoices showing all the work that was done on my SUV. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is Not satisfactory but I will accept this from what I see is the best they can do even though I feel it is very misleading and almost to the point of fraudulent. I will seek advise from an attorney but I appreciate you guys helping me. Thank you
Regards,
[redacted]

attachmentBusiness response copied and pasted below by Revdex.com staff MT 2/2/17:January 31, 2017Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Melissa TrahanRe: File Number: [redacted]     Customer Name: [redacted]   Policy...

Number: [redacted]   Policy Type: Personal Auto  NAIC Code: 155-11851  Company Name: Progressive Advanced Insurance Company     Ms. T[redacted]I’m writing in reply to your inquiry dated January 25, 2017. Thank you for the opportunity to clarify the situation. During a recent phone call, we discovered that Mr. W[redacted]’s auto dealer, [redacted], went online to our website and provided Mr. W[redacted] an insurance quote, acting as an insurance agent. Because Big Joe’s isn’t an authorized agent, we’ve set Mr. W[redacted]’s policy up to cancel. We sent Mr. W[redacted] notification that we were cancelling his policy. We’ve provided Mr. W[redacted] with an auto insurance quote from our licensed representative, which came back higher than the unauthorized quote. On direct policies, we do base a portion of our rate on education and occupation.   If Mr. W[redacted] would like me to cancel his policy back to the day it started, I’ll make an accommodation to do so. I’ll need a written request from Mr. W[redacted] stating that he’d like to cancel his policy effective January 7, 2017, and that he understand that this means we didn’t provide him with any coverage. Mr. W[redacted] can email his request, including his policy number to [email protected]. We’ll also have to notify PennDOT that we rescinded the policy. PennDOT may impose fines for not having insurance. I’d suggest that Mr. W[redacted] check with PennDOT concerning any potential fines before requesting that we cancel effective inception.If we don’t hear from Mr. W[redacted], we’ll cancel his policy on February 11, 2017, and send any refund to the account we have on file. I’m sorry for any inconvenience this may have caused. If you have any questions, please call me at 1-440[redacted]
Sincerely, Jeff P[redacted]Jeff P[redacted] Consumer Relations Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.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. 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 ourliability decision.   the reply in bold has incorrect information, but it should be "she lost control".   The little things about calling a high school student at 8am when school has started or trying to pressure me into getting the vehicle moved from the collision center was wrong!  I had the vehicle loss and was without a vehicle for three weeks until I found a suitable replacement.  Progressive insurance stated that a rental wouldn't be reimbursed after the vehicle was totaled.  the first auditor was replaced due to her negativity and stating that progressive wouldn't pay due to insurability verification issue.  2nd auditor communicated to me twice that I should move the vehicle from the collision center.  additionally a decision was made at the end of the week and I wasn't notified until Monday .progressive insurance made this process as difficult as possible.  I got paid for a totaled SUV and report, but I didn't get paid for cleaning up the debris from the loveseat that was run over and the damage to my fescue lawn.  The R[redacted] never returned to clean up their mess .  send a corrected letter that's been reviewed and corrected.  attention to details and customer service for the victim wasn't a 100%.    Regards,
[redacted]

Attachment

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