Progressive Corporation

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]

January 28, 2016Revdex.com, IncEuclid Avenue 4th FloorCleveland, OH 44115-2408Attn: [redacted] Re: Email Address Ms [redacted] ,I’m writing in reply to your letter dated January 22, I appreciate Mr [redacted] bringing this to our attention and allowing us the opportunity to clarify the situation.We have removed the email address from our customer's policy and Mr [redacted] should not be receiving any future emailsWe do have procedures in place to attempt verification of the email address when a customer purchases a policy with usWhen an incorrect email address is provided, this prevents our customers from receiving important communications regarding their policyI've contacted the agency to make them aware, and they will notify our customer.I'm sorry for the inconvenience Mr [redacted] experiencedIf you have any questions, please call me at 1-440-620- Sincerely,Annie G***Annie G***Consumer Relations Specialist

(The following was copy/paste by Revdex.com staff - LST)***I am not satisfied with their response because they completely failed to acknowledge the main part of main complaintThat being that my fiance received mail from them that state right on the front of the envelope that "Our Rates have dropped in Janesville, WI"I have attached an image of this mailing How is it that they claim their rates have gone down but mine have most definitely not gone downI have had no moving violations, tickets, nor accidents that would explain this This is nothing more than advertising from Progressive

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 disagree with this response but it is what I expected They claim that the retail value of this vehicle is $19,496.00, there is no why I would ever make such a sale on this vehicle before it was damaged I have now lost my retail value because of the extensive repair, I am uncomfortable with this repair and concerned with the safety of the vehicleAt best trade in Value according to NADA is 15,800, Kelly Blue book estimates about the same price I think that Progressive high balled the the value of the vehicle in their favor and I am the one left with all the loss I am highly disappointed that as a consumer that I have no protection against such an event like this I will have to settle this some how, but in the end I will have the loss Regards, [redacted]

followup for [redacted] Business response copied and pasted below by Revdex.com staff MT 3/2/17:March 2, 2017Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Melissa TrahanRe: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Garden State Insurance CompanyMsT [redacted] I’m responding to your letter dated February 23, Thank you for the opportunity to clarify the situation.MrT [redacted] reported a claim us on January 6, stating he struck a pole with his Nissan RogueAfter speaking to MrT [redacted] on January 6, 2017, he stated he should have Collision coverage on his NissanIn order to further research the dispute we ordered the recorded policy calls from our data storage facilityMrT [redacted] did call us on September 2, 2016, to request Comprehensive and Collision be added to his policy, however, he was thoroughly advised we could not add the coverage due to binding restrictions which were in place due to the weather in his areaOur representative clearly advised MrT [redacted] to call back to add the Comprehensive and Collision coverageAt no time during this call was the expectation set with MrT [redacted] that the coverage would be added at a later dateWe did give MrT [redacted] a quote for the cost of the policy without Comprehensive and Collision, which is $per month and the cost for the policy to add Comprehensive and Collision, which would be $a monthMrT [redacted] was provided two prices so he was aware what his policy would be once he added the Comprehensive and Collision coveragesMrA [redacted] electronically signed his Application and also signed his Coverage Selections Form on September 3, Since the call in September, additional calls were reviewed as follows:November 10, 2016November 25, 2016December 22, 2016January 6, 2016The calls reviewed indicated there was no request nor discussion of MrT [redacted] requesting Collision and Comprehensive coverages for his policyMrA [redacted] received Declarations Pages on the following dates:September 3, 2016October 22, 2016November 25, 2016December 6, December 22, 2016All of the above referenced Declarations Pages do not show Comprehensive or Collision coverages for the NissanThe cost of MrT***’s policy did not increase during this time for any coverage selection, as MrT [redacted] continued to pay the $per month he was advised during the September 2, callWhile the lienholder may require Comprehensive and Collision coverage on the Nissan, the coverages the customer selects is strictly the consumer’s choiceThe Coverage Selection Form that was signed by MrT [redacted] on September 2, 2016, was also sent to his lienholder, Nissan Credit Acceptance, indicating no Comprehensive or Collision coveragesWe only require that our customer’s purchase state mandated coverageAll other coverage is optional.The original representative was no longer available and the claim was re-assigned on Friday, February 3, I apologize for any delays regarding the status of MrT***’s claimIn an effort to gather all the relevant phone conversations, there were delays in updating MrT***At this time, there is no record or request of MrT [redacted] requesting to add Comprehensive and Collision coverage for his Nissan after September 2, Communications, specifically, Declarations Pages and Coverage Selection Forms, were sent regular mail and/or emailUnfortunately, Collision coverage was not active for this lossThank you for your consideration in this matterIf you have any questions, please call me at 1-440-910-3177.Sincerely,Jennifer [redacted] Jennifer [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 policyProgressive stated that I received a discount from my martial statusYet, when they changed me to single, my premium dropped and they credited me back moneyObviously, I was not getting any type of discount for having my ex on the policyIt was costing me more Regards, [redacted]

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 understand that the repairs would not be covered if due to mechanical failure but when you do not have your policy in front of you you rely on the Progressive agents to tell you what is or isnt covered and when of them told me not to worry and that the towing would be covered even after the agent said it might not then we think we can trust the knowledge of the agents that work for ProgressiveConveniently they only recorded one converstaion, even though the Grievance complaint rep that I spoke too informed me that ALL conversations regarding claims are recordedSo either way there is a lot of dishonestly and mistrust going on with this companyThere is no way we would have had our trailer towed that far if we thought we might be responsible for that bill when there was a town miles away we wanted to have it towed too but once again the Progressive agent told us we had to have it towed to a Certified RV repair place in order for the towing and repairs to be coveredI have researched other complaints from other customers and have found similar dishonest and bad faith insurance actions also taking placeIt is too bad that I didnt research Progressive more before I ever did business with them and if nothing else I hope this serves a a warning to other customers that are looking for an honest inusrance company....although that my be an oxymoron right there Regards, [redacted] ***

[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: 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]

Attached is our response.Business response copied and pasted below by Revdex.com staff ** 2/13/17:February 13, 2017Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted] Re: File Number: [redacted] File Name: [redacted] Company Name: Progressive Group of Insurance Company [redacted] ,Thank you for your follow up letter dated February 6, [redacted] called me and left me a voicemail after she received my initial letter to youI called her on February 6, 2017, the same day you sent this follow up letterI discussed [redacted] ’s concerns and advised that she needed to call us or go on [redacted] and quote a new policy with usI advised that this should prompt us to rerun the CLUE reportI let her know that as long as the report was updated, it should reflect the correct information [redacted] began a new quote with us on [redacted] on February 6, 2017, and February 7, To date, she hasn’t purchased this policyWe’re happy to assist [redacted] with purchasing her quoteIf she’d like, she can call us at 1-800-888-to speak to a licensed sales representative for [redacted] ***I hope that I’ve addressed all of [redacted] ’s concernsIf not, she can call me at 1-440- [redacted] and I’d be happy to help herSincerely,Stephanie C***Stephanie C***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 If possible, I would like the business sto contact me directly as well Thank you, [redacted]

January 21, 2016Revdex.com, IncEuclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] * [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Max Insurance CompanyMs [redacted] ,I’m writing in reply to your letter dated January 14, 2016.Ms [redacted] began her policy with us on October 20, At that time, she had A September 25, speeding violation, a December 23, at fault accident, December 23, traffic light or sign violation, and a June 30, at fault accident listed on her driving historyMs [redacted] ’s policy renewed with us on April 20, At that time, a January 28, waived claim was added to her driving historyThis was a glass claim and we paid $for this claimThe addition of this claim to her driving history didn’t impact the price of the policyMr [redacted] ’s policy renewed with us on October 20, At that time, a June 13, waived claim and an August 29, waived claim were added to her driving historyNeither of these claims affected her policy price at renewalPlease note that the at fault accidents listed on her driving history occurred before she began her policy with usIf these are incorrect or Ms [redacted] would like addition information on them, she should contact LexisNexis at 1-800-456-to obtain a copy of her CLUE reportMs [redacted] advised in her letter that her speeding violation had fallen off her driving historyViolations are listed on our New York policies form months and are unable to be removed midtermBecause the speeding ticket was still on her driving history at her October 20, renewal, it would remain on the policy until her next renewal, which would have been April 20, We offer a Good Student Discount in New York when the driver on a policy meets the following criteria: Driver must be rated and cannot be the named insured or spouse of the named insured.Driver must be a full time student years old or younger.Driver must have a grade point average (GPA) of or better ("B" average) or top percent of class.Because Ms [redacted] is the named insured on her policy, she isn’t eligible for this discountThere isn’t an easy explanation on how we produce a rate for each customerThe pricing process starts where we categorize each of the variables that we believe are critical to pricing accuratelyThese variables range from vehicle information, driving record, driver information, garaging zip code, and many othersBased on historical data, we review the risk associated with each combination of these variablesThese variables allow us to price each of our customers as accurately as possible based on their risk “profile”When one of these variables is changed, it can alter the price of your policyOn September 22, 2015, Ms [redacted] updated her address and her policy increased $at her October 20, renewalWhen she updated her garaging zip code, her policy increased due to the change in her risk “profile”Many factors can influence the rate assigned to a vehicles’ garaging zip codeThe frequency of claims and cost to cover these claims can affect the price to insure a vehicle in a certain areaBecause her zip code changed from to 13317, her rate changedThis change is not based on whether Ms [redacted] lived alone or with othersBased on the information we collected for Ms [redacted] ’s policy, we’ve rated her accurately for the time she was insured with usPlease note that different insurance companies use different rating methods and have different prices for coverageOur rates are on file with the New York Department of Financial ServicesMs [redacted] renewed her policy on October 20, 2015, with a payment of $Her next payment was due on November 30, 2015, for $She made this payment on November 30, Her next payment was due on December 20, 2015, for $We didn’t receive this payment, so we sent her a Cancel NoticeIt requested that she make a payment of $by January 20, 2016, or the policy would cancelMs [redacted] requested to cancel her policy with us effective January 12, Currently, there is a balance due after cancel for $This is a valid amount due for coverageShe can call us at 1-800-888-to make this paymentI’m sorry for any frustration Ms [redacted] has experiencedIf you have questions, please call me at 1-440-620- Sincerely,Stephanie C***Stephanie C***Consumer Relations Specialist

July 19, 2016RevDex.com2800 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: [redacted] Ms.... [redacted] ,I’m responding to your letter dated July 13, 2016. Thank you for the opportunity to clarify the situation.After reviewing the situation and speaking to Ms. ***, we are in agreement to offer a renewal of her policy this coming September 24, 2016.I spoke to Ms. [redacted] earlier today and offered our apologies for the poor customer service she experienced and explained our resolution. She was very happy that I called and satisfied with the outcome of our review.If you have any questions, please call me at 1-440-620-6943.Sincerely,Nancy A [redacted] Nancy A [redacted] Consumer Relations Specialist

Attached is the responseBusiness response copied and pasted below by Revdex.com staff 2/7/17:January 31, 2017Revdex.comEuclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal AutoNAIC Number: [redacted] Company Name: Progressive Mountain Insurance CompanyMs [redacted] ,We’re writing in reply to your letter dated January 25, We’re sorry for the situation and any miscommunication and we appreciate the opportunity to explain when we received the payment and the coverage denial On December 15, 2016, we issued a Cancellation Notice to Mr [redacted] advising that his policy would cancel as of 12:a.mon December 27, 2016, because we hadn’t received his paymentIt stated the payment must be received or postmarked by 12:on December 27, 2016, if he wanted to avoid the cancellationIt also provided options for him to make the payment over the phone or online at progressive.com.Mr [redacted] reported the claim at 9:p.mEST on December 27, 2016, indicating that he struck a deer while driving his Toyota CamryThe reported loss location was Quacco Road in Savannah, GeorgiaAfter the initial report, we contacted Mr [redacted] on December 28, 2017, at 10:a.mESTDuring that call, we indicated that we’d transfer the claim to a file owner for follow upThe new claim representative contacted Mr [redacted] later that day at 2:p.mESTDuring that discussion, our representative indicated that he’d look into the policy payment and explained that we hadn’t received the payment and that if the postmark were after December 27, 2017, there likely would be no coverage, as the policy canceled effective December 27, 2017, at 12:a.m.On December 28, 2016, we issued a Final Bill confirming that we canceled the policy December 27, at 12:a.mand the balance owed on the canceled policy.On January 4, 2017, we received a payment with a postmark date of December We applied the payment to the balance owed and issued a $refund to Mr***.On January 5, 2017, Mr [redacted] called about the paymentWe advised that unless he provides proof from the post office that shows they received the payment prior to 12:a.mon December 27, 2016, the policy will remain canceledOn January 6, 2017, Mr [redacted] contacted us regarding the automated system that advised him the payment was on December 29, We advised him that the system picks up the postmark date entered, not the date we actually received the payment, which was January 4, As the loss was outside of the active policy period, we denied the claimOn January 17, 2017, we formally communicated the denial to Mr [redacted] both verbally and in writing.We’ve enclosed copies of the policy and claim documentsIf you have any policy questions, please call DonaIf you have any claims questions, please call David.Sincerely, Dona R [redacted] David F [redacted] Consumer Relations Specialist Manager Central Claims Unit [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I've gone over the renewal documents, and it does NOT show the $Snapshot discount on my Policy It indicates on their (Progressive) website that I earned a discount, but again, my question is st [redacted] the same!!! Where in these policy documents is there a "line" showing a discount of $91.00???? The days are fast approaching renewal, and I have no problem going elsewhere even if I have to pay a higher premium Why is it so difficult to understand -- all I want is a line by line description of premium rates and DISCOUNTS! I want to be able to see where the Snapshot discount has been applied It is not on these policy documents Please advise ASAP Thank you Regards, [redacted] ***

April 18, 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 Marathon Insurance Company Ms [redacted] , I’m writing in response to your follow up letter dated April 8, 2016.We implemented the overall rate change for all renewal policies beginning May 23, and forwardIn reviewing Ms***’s policy, I’ve confirmed that she does have the Excess Medical Personal Injury Protection coverage, which coordinates benefits with her existing health insurance policy.As explained in our previous response dated March 24, 2016, because of the overall change in our rates, we’re unable to comply with Ms***’s request to offer her the same coverages she carried on her expired policy at the $1,rate she previously receivedWe did acknowledge that our representative made an error in telling Ms [redacted] that her rate wouldn’t increase because of the January 17, claim, and we took responsibility for our error by removing the accident from the current renewal policyHowever, because it was a valid claim, we will add it to the policy upon the next renewal effective August 28, If you have any questions, please call me at 1-440-620-Sincerely, Rose S [redacted] Rose S [redacted] Consumer Relations Specialist

Revdex.com:Mr [redacted] t said that the deductible would be refunded since there was no liability on my part in the claimHe further said that Progressive would issue payment for the dent in the roof of my vehicle from the ice debris that impacted my roof when it flew from the other negligent vehicle operator's vehicle Regards, Chuck ***

August 4, 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 Number: [redacted] Company Name: Progressive Direct Insurance... CompanyMs. [redacted] ,I'm writing in reply to your email dated July 29, 2016.On May 5, 2016, Mr. [redacted] 's step-son, [redacted] , was involved in an accident while driving a 2001 [redacted] that was listed on Mr. [redacted] 's policy. On June 7, 2016, Mr. [redacted] processed a change online adding [redacted] to the policy. On June 8, 2016, we sent Mr. [redacted] a memo and the Kentucky No-Fault Rejection Form requesting that he complete the form and return it to us since he added a driver to his policy. We didn't receive the completed form back, but on June 18, 2016, Mr. [redacted] processed a change online removing [redacted] from his policy. On June 22, 2016, we sent a memo to Mr. [redacted] advising him that we needed additional information for [redacted] by July 12, 2016, in order to avoid a premium increase or cancellation of his policy. That memo also included a list of documents that we will accept as proof of residency and garaging for [redacted] . We didn't receive the requested information/documents and we added [redacted] back to the policy effective June 16, 2016.On July 28, 2016, we received documents regarding [redacted] but these were not the documents we requested and they were not legible. Mr. [redacted] requested to cancel his policy effective August 3, 2016. He has an amount due after cancel of $54.82 due by August 19, 2016. I'm sorry for any inconvenience he's experienced.Please call me with any questions at 1-440-395-3385.Sincerely,Sharon D. S [redacted] Sharon D. S*Consumer Relations SpecialistEnclosure

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12149293, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowprogressive is completely missing the point.My complaint is about their adjuster Martin [redacted] screaming at me on the phone,after years of claimless payments to progressive, I was treated unbelievablyThey are trying to sweep this under the rug obviouslyRegards, J P

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 Unfortunately, they are not being honest in their response, so I cannot acceptI will move to [redacted] complaint, and if that doesn't get resolved then we will go to courtI am not letting this go, especially since they are being dishonestThey did not confirm with the shop that the repairs could be buffed out in the beginning, that is a lieThe shop manager at [redacted] will confirm that he and I both stated from the start it needed repaintingThe only person who said no was the representative at progressiveNot calling me back for over a week is poor communication, and they won't admit that eitherThis is just one instance proving that the New Mexico branch of Progressive doesn't have proper business people to initiate internal controls and processes to keep their service consistent across all statesThis branch is lacking, and the dis-honest response from management is a good indication of why they are having to deal with this Regards, Patrick [redacted]

Please find our response attached