Progressive Corporation

[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

(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

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

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

(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

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

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]

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

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 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]

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]

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]

(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

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]
I have not received any information or response to the matter concerning my car from any one. The check that I did not cash is not enough to cover my car.

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]

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 find that this resolution is satisfactory to me. 
Regards,
[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]