Progressive Corporation

August 5, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal AutoNAIC Number: [redacted] Company Name: Progressive Direct Insurance CompanyMs [redacted] ,I’m writing in reply to your letter dated July 26, I appreciate the opportunity to clarifythe situation.We complete an underwriting review of each customer’s policy as they come up for renewal.Claims history is one of the factors used in our renewal reviewsDuring our recent review ofMr [redacted] ’s claim history, we identified two out-of- state claims that occurred within theprior monthsBased on this, we elected not to offer Mr [redacted] a renewal for his nextpolicy period, and on May 18, 2016, issued a Nonrenewal Notice, effective June 18, 2016, at12:a.m.The claim information shared between insurance carriers through CLUE is limited to accidentdetails such as the amount and type of payoutWe do not report faultCarriers individuallydetermine the impact to their rates based on the claim information reported.We appreciate Mr [redacted] ’s interest in continuing his policy with us; however, ournonrenewal decision remains unchangedIf you have any questions, please call me at1-440- 910-6392.Sincerely,Anna O***Anna O***Consumer Relations SpecialistEnclosure

(The following was copy/paste by Revdex.com staff - LST)***September 21, 2017Revdex.com, IncEuclid 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: [redacted] Mr [redacted] ,I’m writing in reply to your inquiry dated September 13, I understand Ms [redacted] is upset with our decision, and I’m sorry for thatI’m more than happy to review the claim to see what happened On January 6, 2017, our customer reported a loss to usAs part of our investigation, we obtained statements from operators of both vehicles, and we ordered and received the accident reportAlthough Ms [redacted] didn’t receive a citation, the report noted multiple factors assessing her contributions to the accidentThe report lists the following factors: swerved or avoided due to wind, slippery surface, motor vehicle, object, non-motorist in roadway etcand over-corrected/over steeringThe report does not list any contributing factors for our customerPlease keep in mind that there does not have to be a citation issued in a motor vehicle accident to assess faultWe determined that Ms [redacted] was negligent in the operation of her vehicle and lost control, which caused damage to our customer’s vehicle, which is why we’re seeking recovery for the damagesThe police report didn’t list any insurance information for Ms***, so we searched to see if she had coverage at the time of lossWe discovered that she was uninsured when the loss occurred, so we referred her claim to collections I know this isn’t the response Ms [redacted] was hoping for, and I wish I had better news for herIf you have any questions, please call me at [redacted] .Sincerely, Tanya C [redacted] Claims Manager

May 19, 2016Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Casualty Insurance CompanyMs [redacted] ,I’m writing in reply to your letter dated May 12, Mr [redacted] began his policy on March 18, 2016, through his broker, The Visionary Insurance BrokerageAt that time, he made a payment of $and signed his ApplicationOn the Application, there is a section of three questions that we askOne of them is “Have all the household residents years of age or older, all regular operators of the vehicles described in this application, and all children who live away from home who drive these vehicles, even occasionally, been disclosed in the ‘Drivers and household residents’ section?” Mr [redacted] answered yes to thisOn March 29, 2016, we sent him a notice requesting that he call us to verify information on his policy by April 12, We didn’t receive a call, so we sent him a Cancel NoticeIt stated that he needed to call us or his policy would cancel effective May 8, Mr [redacted] called us on April 18, 2016, and we discussed his policy with himWe found that he lived with his parents and sistersBecause they are family household members, they need to be listed on the policyThat same day, effective March 18, 2016, we added [redacted] ***, [redacted] **, [redacted] **, and [redacted] to the policyThis increased the policy $1,for the six months [redacted] and [redacted] were added as Mr**’s parents and we requested proof of other insurance in order to change them from rated drivers [redacted] and [redacted] were both added as other relation, list only, and never licensedWe sent Mr [redacted] and email requesting that he provide other insurance proof for his parentsUnfortunately, we never received this requested proofMr [redacted] canceled his policy effective April 28, After cancel, there is a valid balance due of He made this payment on May 11, If Mr [redacted] would like to provide proof that his parents had other insurance, he can email it to me at [email protected] or fax it to me at 1-888-569-Once received, I’ll review the proof and update the policy accordinglyI’m sorry for any inconvenience Mr [redacted] has experiencedIf you have questions, please call me at 1-440-620- Sincerely,Stephanie C***Stephanie C***Consumer Relations Specialist

February 19, 2016Revdex.com Euclid Avenue, 4th FloorCleveland, OH 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 Ms [redacted] ,I’m writing in response to your letter dated February 15, Mr [redacted] had a scheduled payment of $due by January 27, Because we did not receive this payment, we issued a Cancel Notice letting him know we must receive the $payment by February 16, 2016, to avoid cancellation of the policyOn February 15, 2016, we received an email from Mr [redacted] advising he attempted to access his policy to make a payment but could not do so because the policy was lockedIn reviewing the policy, we discovered when the policy went in to a cancellation status, an error occurred causing the billing to lockWe immediately reported the error to our IT department and assured Mr [redacted] if we did not get the error corrected by February 16, 2016, we would extend the payment date so his policy did not cancelWe corrected the policy the same day and accepted Mr***’s payment of $618.99, reinstating his policyWe sent Mr [redacted] a Renewal Offer for the next policy period, with a letter explaining we extended the due date to March 20, 2016, to ensure he has enough time to make the renewal payment.I’m sorry for our error and the inconvenience we causedIf you have any questions, please call me at 1-440-620-Sincerely, Rose S [redacted] Rose S [redacted] Consumer Relations SpecialistEnclosures

(The following was copy/paste by Revdex.com staff - LST)***April 14, Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: Melissa [redacted] Re: File Number: [redacted] Customer Name: Timothy [redacted] Policy Number: [redacted] Policy Type: Commercial LinesNAIC Number: [redacted] Company Name: Progressive Northern Insurance CompanyMs [redacted] ,I’m writing in reply to your email dated April 10, I’m sorry for the delay Mr [redacted] experienced with receiving his refund from usI hope the following helps explain our positionMr [redacted] paid us $1,on March 28, On April 5, 2017, Mr [redacted] advised us that this payment wouldn’t be honored by his bank and made a replacement paymentAt this point, his bank hadn’t notified us yetOnce the replacement payment was made, the policy was paid in full and extra monies were on the accountBecause Mr [redacted] advised us of the pending nonsufficient payment, we noted the policy to prevent any automatic refunds to be issuedWe did this so we wouldn’t have to bill Mr [redacted] once we received notification from his bank of the nonsufficient paymentIn the meantime, Mr*** requested some changes to be done to the policy that impacted the premiumOn April 10, 2017, we received notification from Mr [redacted] ’s bank that they wouldn’t honor the March 28, payment for $1,Because we were waiting for this notification from the bank, we couldn’t give Mr [redacted] a firm answer of when the refund from the changes would be issuedWhile we appreciate that Mr [redacted] was upfront about the March 28, payment that wasn’t honored by his bank, we had to wait for the official notification from the bank to update the billing on the policyOnce we received notification from his bank, we updated the billing on his policyA refund draft of $3,is scheduled to be mailed to Mr [redacted] on April 20, 2017.If you have any questions, please call me at [redacted] Sincerely, Erika [redacted] Commercial Lines SpecialistEnclosure

February 12, 2016Revdex.com Euclid Avenue, 4th FloorCleveland, OH Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Claim Number: [redacted] Policy Type: Motorcycle NAIC Number: [redacted] Company Name: Progressive Michigan Insurance Company Ms [redacted] ,I’m writing in response to your letter dated February 5, I appreciate the opportunity to address Ms***’ concerns about her claim and clarify the situation.On August 2, 2015, Ms [redacted] reported vandalism occurred at the [redacted] in ***, MichiganMs [redacted] also reported that she had polished and waxed her [redacted] prior to taking the trip, and no damage was noticed when those activities took placeMs [redacted] reported her claim to us on January 7, 2016, at 12:p.mthrough our electronic reporting application and listed the accident location as a [redacted] ***, Michigan at approximately 11:p.mon August 1, In the report to us, Ms [redacted] indicated she is unsure of what happened and did not notice the damage immediately, as it was dark when she left the hotel the following morningShe indicated she heard an odd noise and the [redacted] was driving oddlyShe thought a mechanical problem had occurred or possibly bad gasMs [redacted] indicated she drove the vehicle home and parked in the garage, which is the location for the motorcycle, and that was the last time she drove the [redacted] in 2015.Ms [redacted] indicated that over the weekend, her husband went into the garage to pull the [redacted] out to move some things around and noticed damage on the [redacted] She reported damages on the [redacted] of a bent fender into the wheel and reported that must have been why she and her husband heard the odd noise when driving it home and why the [redacted] was driving oddlyMs [redacted] also reported that she was “not sure if someone had hit the [redacted] or if it was vandalized because there are several areas of damage that are not necessarily consistent with it being struck only onceThe damage is on more than one side; it is erratic.”On January 7, 2016, we assigned Ms***’ claim to Eric U**, who contacted Ms [redacted] the same dayMs [redacted] requested that MrU [redacted] call her husband, ***, to review the claim in more detailMrU [redacted] attempted to speak with ***, but he indicated it was not a good time and arranged to speak with him on January 8, 2016.On January 8, 2016, MrUre obtained additional details relating to the claim from Mr***Mr [redacted] told MrUre that be believed the location of the loss was the [redacted] in ***, Michigan on either August 1, 2015, or August 2,Mr [redacted] indicated that he and Ms [redacted] drove up to meet their family for an event at the [redacted] ***They left between 5:and 6:a.mthe next morning to go homeMr [redacted] indicated that on the way home, the [redacted] was riding rough and he thought he might have received bad gas when they filled up prior to the family eventMr [redacted] indicated he was able to get the [redacted] home and parked it in the garageMr [redacted] indicated that two days after getting home from the family event, he went up north to his cabin and had only been home for about two weeks since thenMr [redacted] indicated he only noticed the damage the night of January 6, He indicated that the [redacted] was parked next to Ms***’ motorcycle in the garage, and he went to move some things around and noticed the damageMr [redacted] indicated nothing had fallen on the [redacted] and it had not fallen downMr [redacted] advised MrU [redacted] the damages on the [redacted] are spaced out and it did not look like someone hit the [redacted] onceHe was not certain if it was hit multiple times and then picked up or if someone may have kicked itNo police report was made.On January 21, 2016, our Representative Keith M [redacted] completed an inspection of the [redacted] at [redacted] ***, Michigan ***He identified multiple areas of damage to the [redacted] to include the front fender, the rear fender, the tail light, the front passing lamp rings, the headlamp ring, the right slider cover, the windshield, the right lamp on the tour pack, the fuel tank and the upper heat shieldMrM [redacted] did not see any indication that the [redacted] had fallen over and indicated there appeared to be multiple areas of damage that would require multiple claimsMrM [redacted] called Mr [redacted] to discuss the damages identified at the inspectionMr [redacted] indicated that all damages happened at the same timeMrM [redacted] explained that the damages are not consistent with all being damaged at the same time and advised Mr [redacted] he would have the claim reviewed by management.Two leaders reviewed the inspection photos and spoke to MrM [redacted] , who inspected the [redacted] Both agreed the damages did not all occur at the same time and that multiple claims would need to be reported to have all damages resolvedMrU [redacted] spoke with Ms [redacted] and advised her that damages on the bike were not consistent with all occurring at the same timeMrU [redacted] indicated coverage exists to pay for the damages, but she needed to report additional claims for all the damages.On January 22, 2016, MrU [redacted] called Ms [redacted] to discuss the claim furtherHe advised Ms [redacted] that he spoke with MrM [redacted] , who inspected the [redacted] , and based on the damage locations and the type of damage, there appears to be three separate claims; one for the rear fender, light covers and exhaust, a second claim for the gas tank and heat shield and a third claim for the front lamp damage Ms [redacted] indicated that was not acceptable and requested email pictures of the damages so she could review with her attorneyWe emailed photos to Ms [redacted] as requested.We’ve explained to Ms [redacted] that coverage exists for the [redacted] However, in order to address all reported damages, three separate claims would have to be reported, as our assessment indicates three separate events took place to cause the damages and that all reported damages did not occur as a result of one vandalism event based on the type of damages presented.If you have additional questions, please call me at 1-269-459-3457.Sincerely,Kristine Y***Kristine Y***Claims Manager

April 26, 2016Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive County Mutual Insurance Company To Whom It May Concern,I’m writing in reply to your letter dated April 20, I appreciate the opportunity to clarify the situationOn November 30, 2012, Ms [redacted] called us and requested that Rental coverage be removed from her policyWhen, Ms [redacted] added the [redacted] on December 3, she elected not to add rentalBecause Ms [redacted] felt this change was made in error, we needed to pull the call history in order to determine what happened and make the appropriate decision regarding coverageMs [redacted] is no longer disputing the lack of Rental reimbursement coverage on her policy.We’ve inspected her car and presented an offer to settle her claim on April 20, This offer is based on the value of her vehicle at the time of the lossWe’re waiting for her to sign the necessary title paperwork and release the salvage vehicle to us so that we can settle her claimWe’re prepared to pay her claim when she is ready to move forwardTo avoid further frustration, we’ve given Ms [redacted] a single point of contact while we work with her to resolve this matter.I'm sorry for any inconvenience she’s experiencedIf you have any questions, please call me at 1-610-310- Sincerely,Curtis G***Curtis G***Catastrophe Manager

Response attachedBusiness response copied and pasted below by Revdex.com staff MT 3/9/17:March 9, 2017Revdex.com Euclid Avenue, 4th floorCleveland, OH 44115Attn: Melissa [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Northwestern Insurance CompanyMsT [redacted] I’m writing in reply to your email dated March 2, 2017.I understand MrT***’s frustration that his policy was in force even though he was unable to driveMrT [redacted] purchased this policy on December 5, At the time that he purchased the policy, he requested an SRbe sent to the state of California showing that he had the minimum coverage requirements for the stateThe policy continued until it expired on December 5, At that time, we sent an SRto the state of California advising the policy had expiredWhile I understand and sympathize that MrT [redacted] was not able to drive during that timeframe, we are unable to refund the payments that he made on the policyIf you have any questions, please call me at 1-440- [redacted] Sincerely, Janeen [redacted] Janeen [redacted] Litigation Underwriting Specialist

August 17, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal AutoNAIC Number: [redacted] Company Name: Progressive Select Insurance CompanyMs [redacted] , I’m writing in reply to your letter dated August 12, We appreciate the opportunity to clarify the situation.Ryan [redacted] secured a policy with us on June 27, 2016, at 11:a.mThis claim involving Mr [redacted] and Mr [redacted] was reported to us with a loss date of June 28, 2016, at 6:a.m., by Ms [redacted] There were no injuries and no police report was filed.We contacted the [redacted] ’s insurance carrier, ***, where we determined the loss was reported to them with a June 27, 2016, 6:a.mloss timeWe requested cell phone records from both parties and secured a recorded statement from Mr [redacted] During the recorded call Mr [redacted] admitted the accident occurred on June 27, at approximately 6:a.m., and that he purchased this policy after the loss already occurred.We informed Ms [redacted] that Mr [redacted] admitted purchasing the policy after the loss and that coverage is being denied for this loss.If you have any questions, please call me at 1-813-371-3854.Sincerely,Douglas H***Douglas H***Claims Director

I don't have any information relative to this policy since it has been well over two years I checked my credit report and was shocked that Progressive had this placed on my credit report It was a policy that was purchased ONLINE when I lived in [redacted] You should have it under my driver's license number which was [redacted] My date of birth is [redacted] *** I am in the process of obtaining a three bureau credit report; however, submitting that via email with my social security number and other personal information goes against my better judgment The last four of my social are [redacted] is you can do a search based on that

(The following was copy/paste by Revdex.com staff - LST)***November 17, 2017Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Gulf Insurance CompanyMrT [redacted] I received your November 9, letterI understand MrM [redacted] s frustration with not receiving reimbursement as expected and with the communication difficulties he experiencedI’d like to explain what happened with his payment.Our records show that we mailed MrM [redacted] a payment of $for rental reimbursement on August 4, 2017, to the address on file; I’m sorry to learn that he never received it.In addition to his letter to your office, MrM [redacted] sent us an email on November 8, 2017, to let us know about the payment issueWe spoke with him the following day, and at his request, we reissued the payment for pick up at our Service Center in Springfield, Virginia This payment cleared on November 13, 2017.I’m glad we could resolve this matter for MrM [redacted] If there’s anything else we can do to help, please call me at [redacted] or [redacted] at [redacted] Sincerely, [redacted] Claims Manager

April 11, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115Attn: Aisha IbrahimRe: File Number: [redacted] File Name: [redacted] Policy Number: [redacted] Claim Number: [redacted] Policy Type: Personal AutoNAIC Number: [redacted] Company Name: Progressive Select Insurance CompanyMs [redacted] , I’m writing in reply to your letter dated March 24, We appreciate the opportunity to clarify the situation.Upon receipt of your correspondence, our claims representative made attempts to contact Mr [redacted] by phone, leaving a voicemail message as well as by email.On April 4, 2016, our claims representative made another email attempt to contact Mr [redacted] Mrs [redacted] responded to the email advising they would like to discuss the claim via emailThe claims representative requested information on the [redacted] ’s concernsMrs [redacted] explained the vehicle issues began in September 2015, and the battery was replaced twiceThey took the vehicle to a repair facility on December 18, 2015, to evaluate the problems they were havingOur representative contacted Mrs [redacted] via email on April 5, 2016, letting her know we are reimbursing them for the repair costWe mailed a payment of$on April 5, 2016.We let Mrs [redacted] know we would be happy to review any additional documentation in regard to the battery replacement if Mrs [redacted] was able to submit receipts for the batteries.If you have any questions, please call me at 1-440-910-7896.Sincerely,Meegan S [redacted] Meegan S [redacted] Claims Manager

June 18, 2015Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Company Name: Progressive Group of Insurance Companies [redacted] ,I'm writing in reply to your email dated June 11, Based on the information [redacted] provided in her complaint, I am unable to locate her previous policy numberIt is likely that the reason we are unable to reinstate her previously policy is due to the amount of time that has passed since the cancellation dateWe are able to offer a lower rate to a customer purchasing a new policy that has had no lapse in their coverageTherefore, because [redacted] did not have continuous previous coverage, we had to offer her the new policy rate, and could not honor her previous policy rateWe file our rating rules and rates with the State of [redacted] and we must remain compliant and apply them equally to each of our policyholder’s I’m sorry for [redacted] ’s frustration in this matterIf you have any questions, please call me at [redacted] Sincerely, [redacted] Consumer Relations Specialist

November 23, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, Ohio 44115Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: 155-Company Name: Progressive American Insurance Company [redacted] ,I’m writing in reply to your November 18, inquiryI appreciate the opportunity to address [redacted] ’s concerns and clarify the situation.I’ve completed a review of the above mentioned claimOur liability decisions are based on the statements from all parties involved and any witnesses, as well as a review of the police report and photos of any damages.After reviewing this claim, we have now adjusted our initial liability decision We have reached out to [redacted] and are in the process of resolving her claim at this time.If you have any questions, please call me at 1-954-233-Sincerely,Scott S [redacted] Scott S [redacted] Claims Manager

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com:The police found the vehicle on tuesday around 1amI do hope that for future, progressive can help anyone whos car was stollen with a snapshot in it, be found quickerHowever, my situation has been resolvedThank you Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11180830, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below APRIL 5, 2016Revdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] REF: File Number: 11180830Dear Revdex.com Representative,The response from Progressive lacks any offer of monetary settlement, and therefore is not anacceptable resolutionAll the company is doing is providing excuses for not covering the portionof the RV that was damaged by high winds and driving rain on the date of the stormSince I paida higher premium for their “named value” policy for ten years, this company has accepted thisvalue by accepting my premiums.At this point, due to the amount of damage, this RV is most likely a total lossSince the namedvalue is $19,000, there is a reasonable assumption that the company should pay this amount,and then claim ownership to the vehicle to sell as they wish.It is peculiar and unprofessional that the company would go to great lengths at this point to digup maintenance information as the excuse to deny claimsI have never had an insurancecompany go to such lengths to escape their responsibilitiesAs a buyer of a used vehicle, I didnot receive any maintenance book from [redacted] that gave me a reason to use a UV protectanton the roofMy efforts to maintain this vehicle correctly included an internet search andquestioning the local RV dealer, Howard RV, where I found the necessity to seal the jointsregularly with the appropriate self-leveling caulk made expressly for RV roofsI did not findanything at that time about UV protectantTherefore, I did maintain the roof to the best of myknowledgeHad Progressive been proactive and gone to these lengths to provide thismaintenance information to their policy holders instead of saving this excuse for a claim, maybethey would have a pointHowever, the facts still remainI had not seen any water damage orroof damage until after the stormAlso, the camping trailer and tree right beside my RV weredamaged by concentrated gusts that were not recorded by any weather monitoring serviceI amcertain that if they try hard enough, they can concoct excuses for most any comprehensive claim;and now believe that is their primary tactic for these events rather than proper customer service.So we are at an impasseIf the company could prove that some of the underlying damage wasdone by water in the past, that damage would, of course be due to wear and tearBut since theexclusion rejects only any damage, “That is due and confined to: wear and tear;” the onlydamages that may be excluded are previous damages, as being confined to wear and tearIt isobvious that the latest damages are due to a windstorm and I can prove that in a court, as wellas a court of public opinionTo alleviate these actions and settle this, I suggest that Progressivepay only 50% of the stated value and allow me to keep the RVSince it is nearly impossible todetermine how much, if any, damage is previous to the storm, I feel this is a fair compromise byboth parties.Sincerely, [redacted] MCE [redacted] MCELead Mechanical EngineerGE-Hitachi Nuclear Energy

May 4, 2016Revdex.com Euclid Avenue, 4th floorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Boat NAIC Number: [redacted] Company Name: Progressive Southeastern Insurance CompanyMs [redacted] , I’m writing in reply to your letter dated April 28, When we determine what a customer should pay for insurance, we look at a lot of information about the customer and their driving record We also look at the customer’s credit historyUnderstanding how the customer uses credit helps us to determine a much more accurate rateWe do not look at the customer’s credit scoreUnlike lenders, who determine credit worthiness based on how much money a person has borrowed and their ability to pay, we look more broadly at how they use credit—such as the number of open loans and accounts in good standing For example, we’ve found that customers with open accounts in good standing are less likely to be involved in an accidentThis, in turn, allows us to offer a lower rateA number of groups, including EPIC Actuaries, LLC; the University of Texas at Austin; Fair, Isaac & Company and the Texas Department of Insurance, have researched and confirmed the use of credit information in connection with underwriting insuranceAnd, the federal Fair Credit Reporting Act approves our use of creditHere are specific reasons, related to credit use, why we did not offer our lowest premium to [redacted] We also stated these reasons on the notice of underwriting action.1) You have fewer than open, satisfactory loans and accounts.2) You had no auto loans or leases reported opened within the last years.3) You have no open loans or accounts.The following credit history result comparisons have been provided to show what would have been a better result:Mr [redacted] ’s result: You have fewer than open, satisfactory loans and accounts.Better result: You have at least open, satisfactory loans and accounts.Your result: You had no auto loans or leases reported opened within the last years.Better result: Your most recent reported auto loan or lease was opened more than year ago.Your result: You have no open loans or accounts.Better result: You are using 90% or less of your available credit.If you have additional questions or require more information, please call me at 1-440-620-7869.Sincerely, Susan W [redacted] Susan W [redacted] Credit Information Supervisor

April 8, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Claim Number: [redacted] Policy Type: Manufactured Home NAIC Number: [redacted] Company Name: Progressive Specialty Insurance CompanyMs [redacted] ,I’m responding to your letter dated March 31, Thank you for the opportunity to clarify the situation.The claim was filed by our customer, [redacted] ***, for damage to his [redacted] manufactured home on February 29, Mr***’s policy with us became effective on February 19, Upon report of the claim, he confirmed interior water leaks causing damage in his homeWe contacted him the same day, and he stated that he was away from home at the time of the lossWhen he returned, he observed debris in his yard and noted a neighbor had some missing shutters, so he believed the leaks were due to a recent windstormHe confirmed the metal roof was original when the home was built, but he had completed repairs and maintenance on the roof in the past.We inspected Mr***’s home on March 1, The inspection did not reveal any evidence of wind damage to the home or his premisesThere was evidence of worn, cracked roof sealant on the entire roof as well as an area of newer sealant in the location of the interior water leaksAn inspection of the area around the home did not reveal any pieces of sealant or other parts of the roof on the groundI have included inspection photos with this letter for your reviewAt the inspection,Mr [redacted] advised us the newer sealant was applied by an unknown individual sometime in The interior inspection of Mr***’s home confirmed water damage to the ceiling in a hallway and bedroomThe water stain on the bedroom ceiling had multiple water stains indicating a pre-existing issue with the roofBecause of the lack of evidence of damage to Mr***’s home from a sudden event or covered loss, a letter of denial was issued for the specific exclusions listed on the policyThe letter was sent to Mr [redacted] on March 4, We also contacted Mr [redacted] via telephone on March 7, 2016, to confirm our position of denialLater that day, Mr [redacted] spoke with a claims supervisor regarding the denial, indicating he had a roofing contractor tell him wind had stretched the metal roof causing the roof leakAs a result of this discussion, we met with a contractor from [redacted] Industries at the home on March 23, The contractor indicated wind had pulled the metal roof pans up and stretched the metal on the entire roof resulting in several leaks within the home; however, he could not confirm when this damage occurredThis issue is not uncommon on structures with metal roofing due to age and repeated exposure to the elements over timeThere was no new evidence provided to indicate the issues with the roof occurred on the date of loss or during the days the policy had been activeAs a result, the initial decision to deny coverage for the damage to Mr***’s home was not changed.We make every effort to respond to customers claims quickly and accuratelyIn this case, there was no evidence of damage to the exterior of Mr***’s home caused by a covered loss under the policy or within the active term of the policyIf you have any questions, please call me at 1-216-416-7649.Sincerely,Scott L***Scott L***Claims Manager

Consumer Relations Department Wilson Mills Road, N71C Mayfield Village, OH Fax: [email protected] August 17, 20** Revdex.com Euclid Avenue - 4th floor Cleveland, OH Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] *** Claim Number: **- [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: ***-*** Company Name: Progressive Premier Insurance Company of Illinois Ms [redacted] , I’m writing in reply to your letter dated August 10, 20**I requested the retrieval of any recorded calls in reference to the above policy to determine applicable coverages for this lossWe didn’t find any calls from either of Ms***’s phone numbers to our Policy Services department on the date of the policy inception or the surrounding datesOur website has safeguards in place to educate consumers about the coverages available; it includes an invitation to chat with a live agent, which gives them an option to have a licensed agent call them at their convenience to discuss the coverage options available and to answer their questions before they purchase a policyOur internet message retrieval request also found no communications from Ms [redacted] on or around the policy inception dateBased on our investigation, we couldn’t find any evidence that Ms [redacted] requested Collision coverage at the time of policy inceptionI called and spoke with Ms*** on July 27, 20**, to advise her there’s no Collision coverage for this lossIf you need anything else, please call me at 1-678-621-Sincerely, Tony S [redacted] Tony S [redacted] Newnan Claims Supervisor

October 20, Revdex.com Euclid Avenue, 4th Floor Cleveland, OH Attn: [redacted] Re: File Number: [redacted] File Name: Marcus V [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: United Financial Casualty Company MrT [redacted] I’m writing in reply to your letter dated October 13, I understand MrV***’s frustration, and I’m sorry that he felt that we haven’t met his expectations MrV [redacted] always has the right to choose the facility that completes the repair of his vehicleWe didn’t advise that he must take his vehicle to our vendor or any other facilityWe’ve consistently advised that payment will be the reasonable cost based on the prevailing competitive rates in the areaUnfortunately, the facility he chose provides additional services other than glass replacement and; therefore, charges a labor rate higher than the glass repair facilities in his area We’ve approved the use of original manufacturer equipmentThis part is solar coated and includes one other additional rain sensor featureThis rain sensor feature is carried on numerous makes and models and is considered a standard process in the glass replacement industryIt doesn’t require special repair that only a dealer could conduct The to hour repair time quoted by a local glass shop in his area obtained by the supervisor he spoke with on September 25, 2017, was based on an average repair time for a basic windshield installationThe exact repair time for his windshield wasn’t requested from that local glass shop The National Auto Glass Specifications benchmark guide, the standard utilized by the auto glass industry, indicates that the repair time for a windshield replacement on his vehicle is hoursThe BMW dealership quoted an additional two hours of repair time for pre-inspection and post-inspection at a cost of $per hour, which is not required for windshield replacement We’re unable to authorize the hours of unnecessary repair time for pre-inspection and post-inspection, which are unrelated to the windshield replacementAdditionally, we can’t authorize a labor rate that exceeds the reasonable labor rate being offered by the glass repair facilities in the area I understand this isn’t the answer that MrV [redacted] wantedIf have any questions, please call me at [redacted] Sincerely, Heather M [redacted] Heather M [redacted] Progressive Claims