Progressive Corporation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I don't agree with this at allIt is very sneakyI requested a quote weeks ago, was satisfied and called my current insurance plan to cancel on a certain dayI called to get some questions answered and to purchase and the lady was horribly rude and talking over meAt one point, she said "we aren't getting anywhere" because she wouldn't stop talking over meI finally asked to speak to a supervisorThe supervisor was just as rude but at least she eventually answered my questionsWhen I was ready to purchase, she said "let me get you back to the girl you were just speaking with"I said no but she did it anyway and I hung upI am a supervisor in a call centerIf any of my agents ever thought about speaking to one of my customers like that, I would be walking them out the doorIf I, as a supervisor, spoke to a customer the way that supervisor spoke to me, my boss would be walking me out the doorApparently, we have high standardsI was not going to continue with progressive but my boyfriend talked me into it, saying it was just that one girlI was running out of time, on a break at work and it was the last day I could do this because my current insurance ended the next day per my cancellationSo I got online to do it so I didn't have to talk to anyoneI got a quote for $less than the original quoteI agreed to purchase at that priceI'm assuming that it gave the total amount of six months at some point but never ever did it ever say that it was more than the quoteI didn't add it upI was running out of time I am again requesting the price quote I was given TWICEI have never dealt with a company so sneaky and misleadingI am honestly just so shocked Regards, [redacted]

March 14, 2016Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Commercial Lines NAIC Number: [redacted] Company Name: [redacted] [redacted] Ms [redacted] ,I'm writing in reply to your letter dated March 8, I'm sorry for any confusion and appreciate the opportunity to clarify the situationOn January 4, 2016, we wrote a commercial auto policy based on the information that Mr [redacted] providedWe listed the business class as towing services, gas stations and auto repairMr [redacted] engages in performing general auto repair and may include incidental towing On January 4, 2016, we recapped his policy coverages with him and he acknowledged that he understood and accepted the annual policy rate of $1,with 10-pay bill plan option.We issued the policy with Bodily Injury Liability at $25,each person, $50,each accident and Property Damage Liability at $20,000, Uninsured Motorist at $25,each person and $50,each accident.Mr [redacted] rejected Uninsured Motorist Property Damage and Garage Keepers Legal LiabilityWe provided an insurance company to assist him in obtaining General Liability insurance for his business, CommercialInsurance.netWe provided coverage effective January 4, to February 29, 2016, the date of cancelThere is no refund due Mr [redacted] , but he has a balance of $due March 17, If you have any questions, please call me at 1-440-910-1446.Sincerely,Georgette B [redacted] Georgette B [redacted] Commercial Lines RepresentativeEnclosures

Please see copy of cleared check as requested

Consumer Relations Department Wilson Mills Road, N71C Mayfield Village, OH Fax: [email protected] 23, Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Max Insurance Company Ms [redacted] , I’m writing in reply to your letter dated November 15, If Ms [redacted] feels any damages to her vehicle resulting from this loss weren’t repaired, we’re willing to re-inspect her vehicle at her convenienceWe can review the repairs completed and determine if any damages related to this loss weren’t considered in our appraisal and prior paymentWe can consider any documentation that she supplies, in reference to any damages her vehicle sustained because of this loss, that weren’t considered in our prior appraisal and prior paymentWe continue to advise Ms [redacted] that until we receive such documentation, we’re not able to make any additional paymentsIf you have questions, please call me at 1-315-401-Sincerely, Michael RB [redacted] Michael RB [redacted] New York Property Damage Process Leader

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.They have now said we only earned a $discount rather than $112, which does not match the message we received with the renewal notice Also that still does not explain how the rates went UP when a discount was applied Please refer to the definition of discount: [redacted] There is not even an obscure alternate definition where a discount means raising a price Regards, Theodore [redacted]

MsT***, Attached is our response Thank you, Rose [redacted] Consumer Relations Specialist [redacted]

October 17, 2016Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Select Insurance CompanyMs [redacted] ,I’m writing in reply to your October 15, inquiryI appreciate the opportunity to address Mr***’s concerns and clarify the situation.I’d like to start by saying we responded directly to Mr***’s request for assistance received from him on September 29, 2016.I’d like to take a moment to explain why we contacted Mr [redacted] on several occasions during the course of the claim handlingOn the accident date, [redacted] was injured in Mr***’s vehicle but was not listed on the policyOur Medical Claims Representative, Jacklyn J***, was trying to determine whether Ms [redacted] was eligible for Personal Injury Protection (PIP) under this claimIn order to make that determination, she needed to confirm Ms [redacted] ’s identity and her residency at the time of the lossShe also needed to know whether any other policies of insurance existed that would be considered primary for PIP pursuant to Florida No Fault Law I’m sorry if Mr [redacted] felt the questions being asked were invasiveI see that we’ve extended PIP coverage under the policy.I see the initial claims representative assigned to the claim, Natalie T***, also contacted Mr [redacted] to verify which police agency responded to the scene of the accident in order to request the police report Our intent was to ensure we had all the available information updated in the claim in order to make sure it was handled appropriately.If you have any questions, please call me at 1-407-618-Sincerely,Luisa H [redacted] Luisa H [redacted] Claims Manager

(The following was copy/paste by Revdex.com staff - LST)***March 8, 2018Revdex.com Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Casualty Insurance Company MrT [redacted] I received your February 23, letterI appreciate MrM [redacted] sharing his concerns about our business practicesI’ll be glad to provide additional details about our comparison rating process and the actual reason that MrM [redacted] ’s rate increased at renewalMrM [redacted] purchased his policy with us through an authorized agent at A & M InsuranceAlthough we have no indication that we completed a comparison rate for MrM [redacted] , I’d like to briefly explain our processIf an agency customer requests comparison rates, we refer them back to their independent agent for helpCustomers that call us directly to quote a new policy may qualify for comparison rates, but if that option is available, we require the customer’s permission before continuing with the processAnd while we do monitor other companies’ pricing generally to ensure that we remain competitive, we do not use comparison rates to determine whether to increase an individual customer’s renewal rate.When we issued MrM [redacted] his Renewal Offer for February 22, 2018, if paid in full as he chose to do previously, his six-month rate increased by $We did have a rate change that affected many of our Washington customers as they renewed on or before October 13, 2017, and as required, we filed our new rates with the Washington Office of the Insurance CommissionerWe completed a review of the policy with MrM [redacted] on February 22, 2018, to see if we could find any additional cost savings for himWe determined that, at this time, we’re providing him with the best rate we can offerI’m sorry that MrM [redacted] feels we’ve been dishonest in any wayI realize that the price he pays for insurance is important, and I respect that as a savvy customer, he’d want to find a policy that best fits his needsI hope this additional information helps to understand the policy betterPlease feel free to call me at [redacted] if you have any questionsSincerely, Anna O***Anna O***Consumer Relations Specialist

Attached is our response and supporting documents.Business response copied and pasted below by Revdex.com staff [redacted] 2/9/17.February 3, 2017Revdex.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 Advanced Insurance CompanyMs [redacted] I’m writing in reply to your letter dated January 28, 2017.Mr [redacted] electronically signed his policy Application on June 29, The Application lists the discounts that apply to the policyThe Online Sign***e Discount is listed on the Application and states that it is applied to the first policy period onlyI’ve included a copy for your reference.In the state of [redacted] applicants are asked at the time of their quote if they’ve had any not at-fault accidents or comprehensive claims within the past monthsMr [redacted] completed the quote online, and he correctly stated that he had one not at fault accident that occurred on January 4, I’ve advised Mr [redacted] that this incident will no longer be included with his violation history during his next renewal cycle.The insurance history information we obtain is from a Consumer Report called [redacted] ***We aren’t always able to fully verify all of the specifics regarding insurance history from the reportsSo, there are times that we need to request additional proof from our customersPrior insurance details were discussed during a phone call with Mr [redacted] on February 1, Based on our conversation, I’ve updated his prior insurance information to reflect continuous insurance for months or greaterA credit of $has been applied to the policy and an updated policy document was sent to Mr [redacted] via email to confirm the change.Please call me at 1-440-620-with any further questions.Sincerely,Vicki F*Vicki F*onsumer Relations Specialist

[redacted] Attached is our response.Thank you,Rose S [redacted] Consumer Relations Specialist [redacted]

Consumer Relations Department Wilson Mills Road, N71C Mayfield Village, OH Fax: [email protected] April 14, Revdex.com Euclid Avenue - 4th floor Cleveland, OH Attn: Aisha [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [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 April 8, We received report of the claim on February 21, When we spoke with Mr [redacted] the following day, he voiced his concern that his policy wasn’t showing that it included Collision coverage for his ChryslerWe’re committed to thoroughly investigating claims and fulfilling our contractual obligations to our customersWe investigated the coverage issue and took Mr***’ concerns very seriouslyWe requested a copy of the recorded call from February 2013, which is when he spoke with our Policy Services Department to add the loss vehicle to his policyUnfortunately, due to the age of the call, it took time to locateWhen we were able to review the call on March 10, 2016, we confirmed that Mr [redacted] did in fact request full coverage for the vehicleAt that time, we promptly cleared coverage and moved forward with the claimWhen I spoke with Mr [redacted] to address his concerns I agreed to waive his deductible and reimburse his out of pocket rentalWe’re sorry for the frustration and inconvenience we caused Mr [redacted] with adding the vehicle to his policy and for his claims experiencesIf you have any questions, please call me at 1-207-245-Sincerely, TJ M [redacted] TJ M [redacted] Claims Manager

April 19, 2016Revdex.com Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Paloverde Insurance Company Ms [redacted] ,I’m writing in reply to your letter dated April 11, I appreciate the opportunity to clarify the situationOn December 21, 2015, Ms [redacted] initiated a policy with us by phone with a six-month rate of $1,She completed the purchase of this policy with a credit card payment of $We fully disclosed the rate and payments to Ms [redacted] at that time.Ms [redacted] had a prior policy with us (908119394), which she purchased online at a six-month rate of $749, effective December 8, We rescinded the policy effective the same date, because her bank did not honor the initial payment of $124.86.In comparing the rates for both policies, Ms [redacted] qualified for additional discounts under the prior policy, including an Online Quote and Snapshot® Discount, which did not apply to the new policyThe new policy also reflected a lapse in coverage from December 8, 2015, until December 21, 2015, which affected the rateWe canceled policy [redacted] effective January 30, 2016, as Ms [redacted] did not respond to our request to contact us for the completion of an underwriting reviewWe’ve also since been notified by the issuing credit card company of a dispute with the initial payment of $we received from Ms***After reversing this payment, a balance of $remains for the coverage we provided her until the cancel date of January 30, I’m sorry for any confusion or frustration this caused Ms***If you have questions, please call me at 1-440-910-6392.Sincerely, Anna O***Anna O***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.Response from progressive:"the chance to review the claim file and share some information that will help address her concernsMrsI [redacted] has two claims involving her Ford Mustang that we’re currently in the process of resolvingThere was a glass loss that happened on July 24, 2017, and a July 31, loss where her Ford Mustang was damaged and items were apparently stolen from the vehicle while being towed."My response: I filed claim for broken rear window It took over days to get a car rental, days to have my car towed to a Progressive arranged facility and Progressive arranged tow company I discussed with corporate the need to have the car protected as the glass is very fine and will blow around and damage the leather interior I was ensured by Progressive it would be shrink wrapped by the tow company before it leaves for repairsFirst, the car was never shrink wrapped The only protection done to it was what I did at the time the window shattered How do I know this? well because the tow company delivered the car to my house over miles away from where it was located This Progressive arranged tow by management had the car shipped to my house instead of a repair facility When they shipped the car, it was never wrapped or protected in any fashion It was picked up on Friday at am, I was called and told it was picked up and wrapped By pm I did not get any information on when the car got to the repair facility so I called to find out where it was I was then told that the car was in-route to my home and that because they had to shrink wrap the window and clean the glass it took more time and that the driver stopped for the night I was then told it would be delivered by noon Saturday I was contacted at 2pm Saturday by the driver who wanted to drive my car to my home because the delivery truck was too large to enter the subdivision I told him absolutely not since the car was shrink wrapped and not drivable He then called back and said he was at the subdivision trying to deliver the car I asked where he was since not transport truck was at our subdivision They asked the location and name of our area and kept trying to deliver the car to a house I was then called by this drivers manager who said they are trying to deliver the car and we weren't there I told him my son and husband and security guard are at the gate and there no truck or driver I asked what address they tried to deliver the car to and it was NOT my address They tried to leave my car at an unknown address The car was finally delivered at 6pm on Saturday When it arrived the car was on a truck with cars that were "totaled" My car had extensive damage to the body from items falling off the wrecked cars and hitting mine, it had oil and other fluids all over it, the window was never wrapped, the glass was never cleaned out, the glove box was open, the middle console was open, the back seat has cigarette ashes all over, the head rest was up in the rear, the A/C was set on full blast, the radio was on Track one, and several items stolen out of the vehicle All of which was not done before pick up The car was locked and in pristine condition other than a broken rear window It was delivered to the wrong location in a total mess There was water pooling in the rear and trunk of the car I immediately called the manager of the tow company and was told that he was the 3rd tow vendor to have the car He said he questioned the window and how he does not tow nice vehicles The other tow vendor told him that the owner knows this and doesn't care the rear window was not wrapped and that it was being towed with sever other cars wrecked I have names and numbers to all of these people who will confirm what happened I then called corporate and was told that in order to continue repairs after the rear window was fixed that I HAD to file a second claim other wise the car would have to be picked up and no repairs would be done until the tow company paid for them and the rental car I said this WAS NOT MY FAULT but the FAULT of PROGRESSIVE and they should have to make those arrangements and compensate me I was told that is not how it works and that there was not other way I was also told that the second claim would not be put on my file or reported, that it was just a formality to continue my rental and get repairs completed while Progressive went after the tow company I have all the names and number to confirm this also Obviously with this response, this is a lie Progressive claim: "Because the damages from these two incidences occurred independently of each other, it required us to handle as two separate claims [redacted] We filed a claim with the tow company that towed the vehicle, however, they denied the claim stating that they didn’t cause any damage to her vehicle, and we’re not able to produce evidence that they caused the damage"My response: I was forced to file claims as a Prgressive agent told me I had to as stated above The tow company did contact me and asked for pictures and said they would pay for all damages I have before delivery and after delivery picture with the window broken that was given to both the tow company and Progressive So the statement above by Progressive is NOT TRUE!Progressive response: "Regarding the lost or stolen personal effects from the vehicle, Exclusion # under Part IV Comprehensive Coverage reads as follows: Coverage will not be afforded under this Part IVto portable equipment, devices, accessories, and any other personal effects that are not permanently installedThis includes, but is not limited to: a.tapes, compact discs, cassettes, DVDs, and other recording or recorded media; b.any case or other container designed for use in storing or carrying tapes, compact discs, cassettes, DVDs, or other recording or recorded media; c.any device used for the detection or location of radar, laser, or other speed measuring equipment or its transmissions; and d.CB radios, telephones, two-way mobile radios, DVD players, personal computers, personal digital assistants, or televisions; Because items stolen and or personal effects taken from her vehicle falls under this exclusion, we’re not able to provide coverage"My response: Since Progressive made the tow arrangements and arranged to have the car delivered to the wrong location they are responsible This WILL NOT fall under my insurance claim since I was told by Progressive that I had to file a second claim in order to continue to get the repairs completed without having any delays and no rental That this was just a formality, nothing else! Progressive caused this damage by having a Progressive tow company take my car to the wrong location, not to repair shop, it was not properly wrapped, sat open to the weather, it rained all night, was place on a truck with several damaged or totaled cars going to a junk yard when I was told it would be a single car tow, someone was in my car smoking, using the A/C, going through my personal information, steeling several expensive items I had the car locked and clean before pick up It was delivered damaged inside and out all because what Progressive promised, did not happen This is Progressive's responsibility not mine and is not something that falls under my insurance coverage, rather Progressive's responsibility This is very disturbing that I have and continue to have a Progressive person lie to me and what is actually going on, espin a response to the Better Buisness Bureau.Progressive response:We understand this loss and claims experience has not met MrsI [redacted] s expectations and we’re committed to addressing each of her concernsAccording to the complaint, MrsI [redacted] incurred additional expenses such as days use of a taxi, hours on the phone, and time spent at a repair shopBecause of this experience, and our previous discussion with MrsI [redacted] we’ve made a business decision to waive her $Comprehensive deductible on each claim, totaling $Our inspector spoke with MrsI [redacted] on Monday, October 2, 2017, to understand and address concerns over the quality of repair work that was completed on her vehicleMrsI [redacted] asked that we meet at her house on October 9, 2017, to resolve the outstanding issuesPlease don’t hesitate to contact me at [redacted] with any questionsSincerely, Henry M [redacted] Claims ManagerMy response: I was not going to cover the second $deductible since it was Progressive who caused the problem not me! As I was told by corporate anyway After being treated like dirt when I first filed the claim and having poor help, being threatened, hung up on, failure to get rental, having been lied to, having my car severely damaged by all with wrong doings of Progressive, just to mention a fewProgressive management thought it best to wave the first deductible I was never told it was for any items stolen The items missing that were filed by a police report cost over $ No where close to any compenstation that needs to be given for this disaster!Furthermore, the reason I am meeting up with Progressive agent on Oct.9th is because the convertible top place on my car, that was found by Sean the Progressive adjuster, was used and not factory built for the car As a result, my husband, after picking the car up, tried to put down and up the top It did not line up, did not lock, or seal When it rained, water pour into the interior The entire outside of the car needed damage repair and paint However, the Progressive agent told them only to paint the repaired areas As a result, the bumpers do not match The back plastic piece along the trunk was cracked and not replaced, the floor mat was torn, and the wiper system is faulty I asked Sean why the same or better top was put on my car since that is was I was told by Progressive management would happen Sean stated that since my car was more than year old it did warrant one and a used top was warranted I cannot believe this is the type of treatment give to paying customers This is not what I have paid forThis is not was I was told by corporate Progressive personnel, and this is not what I am going to tolerate That is why I contacted the Revdex.com If need be will peruse further legal action if everything I have asked for or was promised by Progressive is not completed Regards, [redacted]

June 20, 2016Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Boat NAIC Number: [redacted] Company Name: Progressive Direct Insurance CompanyMs [redacted] ,I’m writing in reply to your letter dated June 10, 2016.I’m sorry for any confusion, but we did notify Mrs [redacted] of the change in the coverages offered prior to her renewal in At that time, her policy was set to expire on October 9, 2013, and we issued her a Renewal Offer on August 26, 2013, which included a notice advising that the On-Water Towing and Labor coverage has converted to Sign & Glide®This notice did refer her to the included Sign & Glide coverage endorsement for detailsThe endorsement advised that Sign & Glide would cover on the water towing from the site of a covered disablement to the nearest accessible dock or port where it can be repaired or removed from the waterIt advised that anything beyond that would be considered an out of pocket expense for the customerWe feel that we appropriately identified the change in coverage and notified Mrs [redacted] in a timely manner, which would allow her the opportunity to consider her options.Regarding the June service request, it’s unclear if there was an error on our vendor’s part or if the tow to location was the nearest assessable portWhile we understand Mrs [redacted] ’s frustration, we’re unable to honor her request for reimbursementI’m sorry for any frustration she’s experiencedIf you have questions, please call me at 1-440-910-0615.Sincerely, Heather M***Heather M***National Claims Unit

(The following was copy/paste by Revdex.com staff - LST)***August 14, 2017Revdex.comEuclid Avenue, 4th FloorCleveland, Ohio 44115Attn [redacted] RE: File Number: [redacted] File Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Select Insurance CompanyMrT [redacted] I’m writing in reply to your August 10, inquiryThank you for bringing the C***’s concerns regarding the policy cancellation to my attentionI can certainly understand why MrC [redacted] is upsetI’d like to apologize for the frustration our cancel notice causedThat’s certainly not what we intendedI’ve reviewed the policy and appreciate the chance to provide some information that will help answer MrC***’s questions.The C***’s drivers licensing information didn’t cause the policy cancellationI see the initial payment of $658, processed on August 1, 2017, was returned by the bank unpaidWhenever the initial payment is returned unpaid by the bank, the policy is null and voidFor this reason, we’re not able to reinstate the policy.I’d also like to say I’m very sorry for the negative experience the C***’s encountered when going through the policy purchase process! It’s a shame that their first experience with us was a negative oneThat’s not what I like to hearI’ve passed along some feedback to make sure this situation doesn’t happen to any other customers going forward.If the C***’s haven’t already purchased another policy with another carrier, I’d invite them to give us a call at [redacted] We’d be more than happy to start another policy for themSince we already have the licensing documentation on this policy, the process should be much easier and less stressful.Please don’t hesitate to contact me at [redacted] with any questions.Sincerely,Eva D [redacted] Eva D [redacted] Consumer Relations Specialist

Attached is our response and supporting documents

Consumer Relations Department Wilson Mills Road, N71C Mayfield Village, OH Fax: [email protected] February 11, 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: [redacted] Company Name: Progressive Direct Insurance Company Ms [redacted] , I'm writing in reply to your letter dated February 4, In determining the value of Ms [redacted] ’s vehicle, we used a service provider, Mitchell’s International, who uses a process developed by J.DPower & [redacted] At the time of the loss, they were unable to locate any recent comparable vehicles in the state where Ms [redacted] resides (Utah)We provided her with a copy of the Mitchell’s valuation report along with our offer of settlementShe rejected our offer, and located other vehicles out of state to support her assertion of a higher valueWe asked the vendor to attempt an alternative valuation methodThey completed a local dealer quote method that came back with a slightly higher valueWe offered MsHarman this new value and are currently waiting on her responseWe also offered her the appraisal clause in her policy if we aren’t able to agree on a value, which she hasn’t accepted to dateI'm sorry for Ms [redacted] ’s frustration and look forward to resolving this claimIf you have any questions, please call me at 1-385-275-Sincerely, David Sean D [redacted] David Sean D [redacted] Claims Manager

(The following was copy/paste by Revdex.com staff - LST)***November 17, 2017Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted] Re: File Number: [redacted] Claim Number: [redacted] On Behalf of: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive County Mutual Insurance Company MrT [redacted] Thank you for your letter dated November 3, I hope the following information helps explain our position regarding MrH***’s claim It’s our understanding that the loss occurred on August 27, 2017, but our customer didn’t report the loss to us, it was reported by MrH***'s agent which is why there was a month delay in getting in contact with the H***’sWe were advised that MrsH [redacted] was alerted by another guest at a party at her home, that Mr [redacted] hit her vehicleMror MrsH [redacted] contacted MrS [redacted] but he refused to provide his insurance informationA police report was made two days after the loss, in which Mror MrsH [redacted] provided the officer with the events from the partyThe officer never spoke with MrS***, it was only reported to them for documentation purposesWe’ve spoken with Mr [redacted] – who is not listed on our policy, and he has advised that he wasn’t involved in a loss on August 27, He states that he didn’t have possession of MrJacob S [redacted] (our policyholder’s) vehicle on the date in questionWe’ve spoken with MrJacob S [redacted] who has also stated that neither his vehicle nor Mr [redacted] was involved in a loss with MrsH***’s vehicleMr [redacted] has advised that he never told MrH [redacted] that he was the person driving the vehicle that hit his wife’s car, and he wasn’t at the partyIt’s our understanding that both parties are neighborsWe don’t know the extent of the relationship, but we’re under the impression this is how they have each other’s numbersAt this time, we’re unable to take care of the damages to the H***’s vehicleWe don’t have any proof of loss, such as pictures of the vehicle at the scene of the loss or evidence from the police officer that Mr [redacted] or MrJacob S [redacted] stated that they caused the lossIf it were found that Mr [redacted] was the cause of the loss, his insurance company would be primary for handling the claim if he has an active insurance policyPer our policy, the insurance follows the driver, if the driver’s insurance policy isn’t active, then we’ll take over as secondaryTo date, Mr [redacted] has been uncooperative in providing any additional information on this loss, as he’s adamant that he wasn’t at the party, wasn’t driving MrJacob S***’s vehicle and did not hit MrH***’s vehicleWe have no issues finalizing liability in this claim, because we need proof that there was a loss between both partiesIf the H***’s have any pictures of the vehicle at their residence, or if another guest has any pictures or some other documentation showing that Mr [redacted] admitted to the loss, we’re happy to review any evidenceIf he’s found liable we would then need to determine if he has an active insurance policy, as they would have to be notified as primary insurance to handle the claimMrH [redacted] advised us on November 6, 2017, that he would be providing additional information for our reviewAt this time, we’re unable to honor the request for payment because we don’t have enough proof of loss and our customer is disputing any involvementIf you have any questions, please call me at [redacted] Sincerely, [redacted] *** Claims Manager

August 12, 2016Revdex.com, IncEuclid Avenue 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Advanced Insurance Company Ms [redacted] ,I’m writing in reply to your letter dated August 5, The following is a summary of our investigationOn May 11, 2016, we received report of the accident from Ms [redacted] She reported that our customer Ginger Grass rear-ended her vehicleAfter an investigation of the loss, we determined MsGrass percent liable for the loss.On May 17, 2016, we inspected Ms [redacted] ’s [redacted] ***.We paid the body shop to pre-fit the aftermarket bumper cover listed on the estimate to ensure it fit correctly per their requestThe body shop painted the aftermarket bumper cover and installed it on Ms [redacted] ’s vehicle without verifying if it would fit properly, as they had requested and been paid to doMs [redacted] picked up her vehicle from the body shop and then contacted us and advised that the bumper did not fit properly On May 23, 2016, we inspected Ms [redacted] ’s vehicle at her residence and agreed that the bumper did not fit properlyWe issued payment for the difference in the cost of the part to have the bumper cover replaced with an original equipment part from [redacted] If there was a problem with the part, the shop was aware that they should notify us before replacing it, which they failed to doWe have paid to have Ms [redacted] ’s vehicle repaired to pre-loss conditionWith respect to your claim of diminished value, please be advised that a claims history search for Ms [redacted] [redacted] shows it had been involved in two losses prior to the subject incident Due to your vehicle having been involved in these two accidents prior to this loss, there is no evidence that this specific incident diminished the value of your vehicle.I'm sorry for the inconvenience Ms [redacted] has experiencedIf you have any questions, please call me at 1-623-299- Sincerely,Brian Van V***Brian Van V***Managed Repair Manager

February 2, 2016Revdex.com Euclid Avenue, 4th floorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance CompanyMs [redacted] , I’m writing in reply to your letter dated January 26, I understand Mr***’s frustration that we are unable to order credit at the current renewalBased on the way we are filed, we are able to order credit once every monthsSince we ordered Mr***’s credit information in July 2015, for the current policy, we won’t be able to order the credit again until the renewal that will start on August 15, Unless a customer requests that we order credit, we only order credit for a review every monthsI’m sorry for any inconvenience that this may cause Mr***If you have any questions, please call me at 1-440-395-3383.Sincerely, Janeen H [redacted] Janeen H [redacted] Consumer Relations Specialist