Progressive Corporation

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]

(The following was copy/paste by Revdex.com staff - LST)[redacted]June 15, 2017Revdex.com2800 Euclid Ave., 4th FL Cleveland, OH 44115-2408Attn: Lou [redacted] Re: File Number: 12182937 Customer Name: Pamela J[redacted] Claim Number: [redacted]          Policy Type: [redacted] Policy Type: Personal Auto     NAIC Number: [redacted] Company Name: [redacted]       Mr. [redacted],I’m writing in reply to your follow up letter dated June 12, 2017. I appreciate the opportunity to clarify the situation.On June 5, 2017, our claims representative spoke with Ms. J[redacted] and set her vehicle up to have repairs completed at [redacted]. We offered Ms. J[redacted] a rental under her policy, but she declined and advised us that she would be dropping her vehicle off for repairs on June 6, 2017.On June 7, 2017, Ms. J[redacted] went to [redacted] to drop off her vehicle. At the time of the drop-off, the shop didn’t know Ms. J[redacted] would be arriving, because they were expecting her on June 6, 2017, and they didn’t have her on their schedule for June 7, 2017.Ms. J[redacted] contacted our managed repair representative, regarding the shop’s lack of knowledge of her vehicle. The managed repair representative spoke with Buddy at [redacted], who advised the volume was too busy on June 7, 2017, and next week would be better. Ms. J[redacted] rescheduled to drop her vehicle off for repairs on June 14, 2017. She also requested to use her Rental coverage. We set up a rental vehicle for Ms. J[redacted] on this date.  She left the claims representative’s supervisor, Winona [redacted], a voicemail, who attempted to contact Ms. J[redacted] multiple times, without success. On June 15, 2017, we contacted [redacted] and confirmed Ms. J[redacted]’ vehicle is at the shop for repairs. Ms. [redacted] also confirmed with Ms. J[redacted] that her vehicle was at [redacted] for repairs and that she was in a rental vehicle. Ms. [redacted] advised Ms. J[redacted] that her estimated repair completion date would be June 23, 2017, and provided Ms. J[redacted] with the managed repair representative’s contact information, in case there were any questions about the repair process. Ms. J[redacted] was satisfied after her conversation with Ms. [redacted] and had no additional concerns. I’m sorry for the confusion this caused. If I can be of further assistance, please call me at [redacted].Sincerely,Sarah [redacted]Claims Manager

August 10, 2015Revdex.com2800 Euclid 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 Specialty Insurance Company[redacted]...

[redacted],I’m responding to your letter dated August 4, 2015. Thank you for the opportunity to clarify the situation.I am in receipt of [redacted]’s concerns regarding her experience with us resulting from the automobile accident occurring on July 23, 2015.  I had the sincere pleasure to both speak and meet with [redacted] on July 30, 2015. I apologized both over the phone and again in person for not only her involvement in the automobile accident but also for the customer service shortfalls that she experienced. I gathered very specific and direct feedback so as to appropriately coach the appropriate employees in hopes that these issues are not repeated.[redacted]’s bodily injury claim was resolved during our meeting of July 30, 2015.  We discussed the liability decision of 80 percent adverse our customer, [redacted]. I reduced [redacted]’s portion of responsibility from 20 percent to 15 percent. All the property damage handling is being thus far taken care of by      [redacted]’s automobile insurance carrier. We are awaiting her carrier’s subrogation demand to resolve her property damage claim; however, we did make an upfront reimbursement to [redacted] of 85 percent of her $500 deductible ($400) on       July 30, 2015,  in order to avoid causing her any further inconvenience.I’m sorry that [redacted] experienced any additional hassles in what is already a very stressful situation. She’s been provided my direct contact information should anything else arise where she would need to contact me. If you have any questions, please call me at [redacted].Sincerely,Debra B[redacted]Debra B[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.
[Progressive seems to put all the blame on [redacted], which was recommended to me by a Progressive Agent (as I am from [redacted] and do not know the area or the dealerships). Yes, the dealings with [redacted] have been more than problematic but that still does not explain why a claim that was reported on July 5th took until July 21st to make it to the dealership. There is also no explanation of why the claim representative, Jeness P[redacted], fails to respond to me or update me unless I call and leave messages (online or offline, via phone). The only person who has been helpful was Andrew A[redacted], which I have no problem with, but that seems to be an individual effort rather than Progressive Insurance's behavior -- as I have called Progressive Customer Service (1-800 number) many times trying to get someone to address the issue and find another Claim Rep (other than Jeness P[redacted]) to handle the claim. The issue was not addressed and my calls were not even returned. I have made so many calls to the dealership and Jeness and Andrew, I practically acted like the Claim Rep pushing for these repairs and managing this project. I should not have to do that. Additionally, as of this writing, my car (who was reported to Progressive on June 5th) is still "in service." I have been without a car for literally more than 2 months!I would like to remind you that Progressive tried to close the claim, before the claim was finalized or repairs were handled, just so they can hate a date that doesn't indicate the 2 months of waiting. Additionally, they seem to side for the company who refused to even give us the name of their insurance company! Even though I provided e-mail records/proof (unlike what Progressive is stating in his letter) of [redacted] admitting the abuse and the misconduct of the vehicle, yet refusing to provide any documentation (i.e. gas receipts, repair receipts, tow receipts, etc.) what I am hearing from Progressive is plain absurd (i.e. What do you think they would say? Sure, we accept liability? That is why they are paying their legal team). Jeness P[redacted] even said "They don't give us the name of their insurance company." practically saying she is unable to get what needs to be a legally required thing and as a result of this incompetence will have to put the blame on me. Unbelievable! Unprofesional! What is so sad and ironic is that I have been a Progressive Customer for more than 10 years and I have a very low number of tiny incidents on my record. So the fact that my integrity is questioned because I complained to Revdex.com about Progressive's incompetence is just unbelievable. Progressive says my Revdex.com claim has no merit. Well, proof is in the pudding. My car is still not with me and it's been more than 2 months. Progressive is my insurance company and the first time I had to make a claim in years I have to wait 2 months and spend countless hours of my own time to manage the claim. And I still don't have my car. After 2 months. Enough said.

[redacted] [redacted]April 21, 2017Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: Lou [redacted]Re: File Number: [redacted] Customer Name: Rene [redacted] Policy Number: [redacted] Policy Type: Motorcycle NAIC Number: [redacted] Company...

Name: Progressive County Mutual Insurance CompanyMr. [redacted],Thank you for your letter dated April 15, 2017. I hope this helps Mr. [redacted] to understand our cancellation process.Mr. [redacted] has been a loyal customer with us since January 18, 2014, until his policy canceled on April 14, 2017.I’m sorry for the confusion that we’ve caused with our cancellation process. I’d like to assure Mr. [redacted] that our cancellation process hasn’t changed. When a policy cancels during the policy period, the policy cancels on a 90% pro rata basis. This means that the policy premium is divided into two categories: the cost for the period the policy was active, and the cost associated with the period the policy wasn’t active, but would’ve been if not for the cancellation. We earn the cost of the policy for the active period, and 10% of the non-active period. This is earned because we processed the policy with the expectation that it would run its full term.On April 14, 2017, we canceled the policy at Mr. [redacted]’ request. There is an amount due after cancellation of $40.27 that’s due on April 26, 2017.I realize this isn’t the outcome that Mr. [redacted] was hoping for and I’m sorry for the frustration he’s experienced. I’m enclosing a copy of the signed application that discloses our cancellation process.If you have any questions, please feel free to call me at [redacted].Sincerely,Gwendolyn [redacted]Consumer Relations Specialist

Consumer Relations Department 6300 Wilson Mills Road, N71C Mayfield Village, OH 44143 Fax: 1-888-569-8942 [email protected] August 12, 2016 Revdex.com 2800 Euclid Avenue - 4th floor Cleveland, OH 44115 Attn: [redacted] Re:...

File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance Company Ms. [redacted], I'm writing in reply to your letter dated August 7, 2016. I'm sorry for any inconvenience Ms. [redacted] experienced. We contacted Ms. [redacted] on August 10, 2016, and arranged for the repairs for her 2013 Mazda. Please call me with any questions at 1-440-395-3385. Sincerely, Sarah B[redacted] Sarah B[redacted] Claims Manager

October 20, 2017     Revdex.com, Inc. 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115-2408 Attn: [redacted]   Re:         File Number:   ...

                [redacted]                                                                                          Customer Name:           [redacted]                 Policy Number:              [redacted]                 Policy Type:                     Personal Auto NAIC Number:                [redacted] Company Name:           Progressive Advanced Insurance Company                  Mr. T[redacted]   I’m writing in reply to your inquiry dated October 8, 2017.   I’d like to start by apologizing to Ms. P[redacted]. We made an error and accidently issued an underwriting cancel on her new policy, [redacted]. If she can call us by October 31, 2017, we’ll be happy to reinstate it. I see that we’ve already issued a refund of $160.49 to her bank account. We’re unable to return her full down payment, because we did provide coverage up to the date of the cancel. Again, I’m sorry for our error. She can reach us at [redacted]    I’d also like to explain what happened with Ms. P[redacted]’ first policy, [redacted]. Unfortunately, after Ms. P[redacted]’ bank returned one of her payments, we had to issue a Cancellation Notice effective September 5, 2017. Because we didn’t receive Ms. P[redacted]’ payment by the cancellation date, we had to cancel this policy. It’s not what we wanted to do. Ms. P[redacted] did make her final payment of $184.01 for coverage through the cancellation date, so there is no balance owed. I’ve attached Ms. P[redacted]’ payment history in case she’d like it for her records.   I hope we hear from Ms. P[redacted] soon, and I hope we have a chance to earn her business back. If you have any questions, please call me at [redacted]   Sincerely,     Jeff P[redacted] Consumer Relations Specialist

(The following was copy/paste by Revdex.com staff - LST)[redacted]February 12, 2018Better Busin[redacted] Bureau, Inc.2800 Euclid 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: Progr[redacted]ive County Mutual Insurance CompanyMr. T[redacted]Thank you for your letter dated February 5, 2018. I hope the following information helps to explain the situation.We want to upfront with all our customers. On May 26, 2015, Mr. V[redacted] purchased his policy with us effective May 27, 2015 to November 27, 2015. That same day he signed his Application, and completed paperl[redacted] enrollment. On May 27, 2015, we sent him the Application, ID Card, Payment Schedule and a checklist. The checklist asked for proof of his prior insurance to avoid a premium increase.On June 17, 2015, we sent a notice reminding Mr. V[redacted] that we still needed proof of his prior insurance by July 1, 2015 to avoid a premium increase. On July 7, 2015, we hadn’t received his proof of prior insurance and it was removed from the policy resulting in an increase of $160. We issued a Payment Schedule, Coverage Summary and a notice advising that his premium increased because we didn’t receive his prior insurance information.He was on a monthly payment plan and his payments were scheduled to be withdrawn from his account automatically. On July 27, 2015, we submitted a payment to his checking account for $188.36. On August 1, 2015, the bank notified us that the account that we had on file was closed. On August 1, 2015, we remove the automatic bill plan from the policy, which resulted in an increase of $24.37. On August 4, 2015, we issued a Cancel Notice advising that we didn’t receive his July payment and a payment of 188.36 needed to be paid on or before August 17, 2015, to prevent the cancellation of his policy.On August 8, 2015, we received Mr. V[redacted]’ proof of prior insurance and issued a new Coverage Summary to reflect the change. This resulted in a decrease of $181. On August 14, 2015, Mr. V[redacted] made a payment of $94.24 to reinstate his policy without a lapse in coverage. He also added automatic payments back to the policy and changed the August 27, 2015, withdrawal date to September 6, 2015, in the amount of $102.22.On September 4, 2015, he removed the automatic payments, and we sent him a bill for $102.22 with a due date of September 6. 2015. When we didn’t receive the payment by September 9, 2015, we issued a Cancel Notice requesting the payment by September 21, 2015, to prevent the cancellation.On September 24, 2015, we received a payment of $102.22 and reinstated the policy without a lapse in coverage. That same day, we mailed the next bill for $110.34 with a due date of October 10, 2015. We didn’t receive his payment and on October 11, 2015. A $10 late fee applied to the policy. We sent the next bill for $230.68 with a due date of October 27, 2015.On October 12, 2015, Mr. V[redacted] contacted us regarding his billing. We explained that the payment that he made on September 24, 2015, covered his August bill. We were now billing for his September and October’s payment.On October 26, 2015, we issued his November 27, 2015, Renewal and Payment Schedule. We didn’t receive a payment to renew the policy. The following is a breakdown for coverage from May 27, 2015 to November 27, 2015:Total cost of the policy $ 638.00Total amount paid        -$ 431.82Total amount due        $ 206.18On November 29, 2015, we sent Mr. V[redacted] a Final Bill for $206.18. On December 20, 2015, we sent another Final Bill for $206.18 due upon receipt. Because we hadn’t received the payment by January 8, 2015, we forwarded his account to the collection agency of [redacted]Because the amount owed is valid, I’m unable to remove it from collections. I’d like to help Mr. V[redacted]. In the complaint he mentioned that he obtained other insurance. If Mr. V[redacted] would like to submit proof showing when his policy started, I’ll be happy to review it.I’m sorry I don’t have better news. If you have questions, please call me at [redacted]Sincerely,Gwendolyn A[redacted]Gwendolyn A[redacted]Consumer Relations Specialist

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
my bank has told me they never got the withdrawl submittion until the 1st and at that time there was enough cash in account the fees of 52.00 caused the issue because of the date    if it was subbmited on the 28th as agreed to there would of been not issue so I want them to replace the fees as they were paid there money by the bank and I want my fees  returned.

(The following was copy/paste by Revdex.com staff - [redacted]April 2, 2018Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408[redacted] [redacted]
[redacted] [redacted]
[redacted]...

[redacted]
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[redacted]
[redacted] Company Name: Progressive Specialty Insurance Company[redacted]I’m responding to your letter dated March 11, 2018. Thank you for forwarding [redacted] concerns his recent policies and the balances we’ve referred to our collection vendors.While reviewing the information you provided, I was able to locate five different polices that are affiliated with [redacted] or his wife, [redacted] They were all written by the same authorized agent at Insurance Planning out of Cincinnati, Ohio. All the policies were started with a valid payment and below is a brief history of each.[redacted] Active from July 29, 2016 until requested cancellation of November 9, 2016. Refund issued for $255.89[redacted] Active from November 14, 2016 until we cancelled the policy of December 31, 2016. Refund issued for $171.30[redacted] Active from December 30, 2016 until requested cancellation of January 28, 2017. Refund issued for $399.63[redacted] Active from February 26, 2017 until we cancelled the policy due to customer’s prior policy history effective March 26, 2017.  Balance due after policy cancel $216.70. Bill sent for coverage.[redacted] Active from March 26, 2017 to June 15, 2017 until we cancelled the policy for non- payment. This policy cancelled with a most significant balance of $2766.55. We issued a final bill  and because payment wasn’t received, the balance was referred to our collection vendor in July 2017. Please allow me to provide a specific history for this final policy- March 26, 2018 – policy issued with two vehicles for a total price of $1767. We received an initial payment of $300.  March 31, 2018 – an additional vehicle (now 3 vehicles) added to the policy, increasing the total price to $5528. April 7, 2018 – an additional vehicle (now 4 vehicles) added to the policy, increasing the total price to $6769. April 24, 2018 – we were notified that [redacted] required an SR-22 filing on the policy, increasing the total price to $7814. April 26, 2018 – received payment of $290.05.In May of 2017, we attempted to collect a payment of $2659.96, which would have paid for the May policy installment and the catch-up billing for the multiple vehicles that were added during the first months of the policy for March and April. Being at about the half way mark of the six-month policy (March, April and May), given that the total rate was approximately $7814, we would have collected about half of this amount. The $2659.96 payment was returned from [redacted] bank as not authorized. We sent a proper notice of cancellation for non-payment and cancelled the policy effective June 15, 2017. I’ve provided all the policy documents and a full breakdown showing the charges while the policy was active. The balance due of $2766.55 is accurate for the period that we provided coverage. If[redacted] sold any of the vehicles or secured other insurance coverage prior to our cancellation date of June 15, 2017, and would provide documents showing this, we’ll be happy to revise the policy cancellation date and apply any credit to the balance due.As you can see, we provided the requested coverage and are attempting to collect the balance due for the service provided.  I hope this information has provided a better understanding of what happened. We take fraud very seriously, and although [redacted] mentions that he feels fraud is involved in this situation, from the information we’ve found it appears he legitimately requested these policies. He also mentions the change in monthly installment price which is definitely going to happen when the policy experiences so many changes within the first month. That price of the policy is more than four times the original price.[redacted] can make payment arrangements through our collection vendor until the balance is satisfied. If you have any additional questions, please call me at [redacted]Sincerely,Nancy [redacted]Nancy [redacted]Consumer Relations Specialist

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

Attached is the response for file number [redacted]. If you have any prolems with the attachment, please call me at 1-[redacted] Michael F[redacted] Consumer Relations Specialist

May 27, 2016Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115Re: File Number: [redacted] File Name: [redacted] Policy Number: [redacted]Claim Number: [redacted]Policy Type: Personal AutoNAIC Number: [redacted] Company Name: Progressive Select Insurance CompanyTo whom it...

may concern, I’m writing in reply to your letter dated May 24, 2016. We appreciate the opportunity to clarify the situation.This claim was reported to us on April 19, 2016. We contacted our customer, Ms. [redacted] on April 20, 2016. We explained the claim process and asked her to release the vehicle from the tow yard. We made contact with the tow yard on April 21, 2016; however, the tow yard refused to provide information on fees owed as they said the person in charge of that was unavailable. We were not able to pick up the vehicle until April 22, 2016. On April 25, 2016, we inspected the vehicle and declared it a total loss. We spoke with our customer on this day and let her know her vehicle is a total loss. Contact was also made with her lienholder to request a guaranty of title. On April 26, 2016, our claim file manager spoke with Ms. [redacted] and sent the total loss settlement documents via overnight mail to expedite the process. On April 27, 2016, Ms. [redacted] called and left a voicemail message for our representative. Our representative responded to Ms. [redacted] via email, providing a claim status update. On May 3, 2016, our supervisor spoke with Ms. [redacted] who confirmed the signed total loss settlement documents were received but were still waiting for the lienholder to provide the guaranty of title.  On May 8, 2016, we settled Ms. [redacted]’s total loss claim and mailed our settlement draft to her lienholder.In response to Ms. [redacted]’s question regarding an increase in her rate as of the June 18, 2016 renewal date, there are several reasons her rate increased. The April 19, 2016 accident impacted the rate. Because of this accident, the policy no longer qualified for the Five Year Accident Free Discount or the Three Year Safe Driver Discount and finally, there was an overall rate increase for customers in Florida that became effective with the renewal.I’ve reviewed the policy and see that we are offering the best rate possible to Ms. [redacted] at this time based on the policy information.I’m very sorry for any frustration or inconvenience Ms. [redacted] experienced during the claim process, it wasn’t our intention.If you have any questions please call:Ivy O[redacted] Eva D[redacted]Ivy O[redacted] Eva D[redacted]Claims Manager Consumer Relations Specialist1-305-506-2556 1-440-620-6941

(The following was copy/paste by Revdex.com staff - [redacted] June 19, 2017Revdex.com, Inc.2800 Euclid Ave 4th FloorCleveland, OH 44115-2408Attn:  [redacted]   Re:  File Number: [redacted]        File Name:          [redacted]...

[redacted]       Claim Number: [redacted]       Policy Type: Personal Auto       NAIC Number:   [redacted]       Company Name: Progressive Preferred Insurance CompanyMr. [redacted],  I’m writing in reply to your letter dated June 9, 2017. I appreciate the opportunity to clarify the situation. On December 19, 2016, we received report of a claim from our customer, William C[redacted]. The details of our investigation confirmed Mr. C[redacted] made a left turn and collided with Ms. [redacted]’s vehicle. We accepted full responsibility, so there is no dispute in liability.We’re currently in the process of resolving the Bodily Injury claim for [redacted]. We’ve received all the medical bills relating to this loss. In order to complete our evaluation, we’re awaiting the medical records from [redacted] Health for the date of loss. Once these records are received and reviewed, we’ll complete our injury evaluation. I’m sorry for the delay in this matter, but these records are necessary to complete a full evaluation for proper resolution. We’re currently working with a third-party retrieval company to obtain these records. Once we’re in receipt of these records, we’ll immediately contact Ms. [redacted] to discuss the resolution of her Bodily Injury claim.I'm sorry for the inconvenience this has caused. If you should have any questions, please call me at 1-623-299-4868.Sincerely,Derlyn G[redacted]Derlyn G[redacted]Claims SupervisorFor your protection, Arizona law requires the following statement to appear on this form.  Any person who knowingly presents a false or fraudulent claim for payment of a loss is subject to criminal and civil penalties.

Please see the attached response and supporting documentation.

Consumer Relations Department 6300 Wilson Mills Road, N71C Mayfield Village, OH 44143 Fax: 1-888-569-8942 [email protected] August 9, 2016 Revdex.com 2800 Euclid Avenue - 4th floor Cleveland, OH 44115 Attn: [redacted] Re: File...

Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance Company Ms. [redacted], I'm writing in reply to your letter dated August 2, 2016. Mr. [redacted] reported a claim on June 14, 2016, for alleged damage related to the Snapshot ® device. That same day, we contacted Mr. [redacted] to obtain information regarding his complaint. Mr. [redacted] indicated at the beginning of April 2015, he started having issued with his 1997 Mercury Sable not accelerating over 30 mph and his check engine light was flashing. Mr. [redacted] indicated he took the vehicle to Goodyear and they replaced the PCM and an ignition coil. We requested the repair paperwork for review and consideration. On June 15, 2016, we received paperwork from Mr. [redacted] dated April 11, 2015, through April 17, 2015 (copy enclosed). There was no diagnostic report to support the repairs, just an invoice for repairs for $784.66. The data collected from the Snapshot device shows the last date of contact from the device was April 8, 2015, and that we received the returned device on April 23, 2015. We reviewed the paperwork submitted by Mr. [redacted]. There’s no diagnostic report to support that the Snapshot device was the cause of failure of the PCM and ignition coil. We communicated the denial to Mr. [redacted] on June 28, 2016. I’m sorry for Mr. [redacted]’s frustration. If you have any questions, please call me at 1-440-910-7896. Sincerely, Meegan K. S[redacted] Meegan K. S[redacted] Claims Supervisor – Specialty Claims

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 $91.00 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]

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 have read what Jeremy W[redacted] wrote and have to dispute every word he said. First of all I'm getting in contact with my lawyer and the insurance commissioner of [redacted], things he wrote were untruthful! He said that I stopped by to talk about about a matter of the car on  Friday April 10 no I stopped by because I was there to pick up my car for the second time for them to fix it. Mr Michael C[redacted] didn't know anything about these problems until weds right before I picked it up. I have a witness that stood there and heard me C[redacted] say that he literally got there right before I did and he didn't even have a chance to test drive my car. No he didn't test drive my car multiple times he was the only one that seemed to want to help and fix my car. I rode in the car with him for his first test drive I told him many many times that my car rose a lot differently. As for Jeremy stating that the reason my pain doesn't match is due to a prior bad paint job, I have the voicemail from their claim rep Jared unruh stating that it was due to static electricity. Jeremy was not a part of these issues and he needs to know I am not a happy progressive customer. There were things on my car that were fixed that shouldn't have been and the things that should have been fixed weren't.... I have had my car back maybe two months and the front and rear bumper are already falling off I shouldn't have to pop them back in after I get done driving somewhere... Their number one preferred auto body shop does a poor job in repairing things.... The place I took it to get looked at after my sunroof flew off my car told me my paint still doesn't match he showed me some more of the pieces that aren't repaired very well.... If brookside kept saying that my motor mount wasn't broken why when I picked it up the second time from there did a skinny guy have to put more clips and pins under the motor before I left to drive away!!! This is ridiculous I shouldn't be having this many problems because of my insurance company and a body shop... The second body shop even pointed out all the rust that was underneath the sunroof and that wouldn't be from wear and tear. 
Regards,
[redacted]

[redacted]August 28, 2017Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted]Re: File Number: [redacted] Customer Name: Deborah F[redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Travel...

Trailer NAIC Number: [redacted] Company Name: Progressive Universal Insurance CompanyMr. [redacted],Thank you for your letter dated August 19, 2017. I appreciate the opportunity to address Mrs. F[redacted]’s concerns.On July 19, 2017, the F[redacted]s reported a crack in the sidewall of the Keystone Raptor fifth wheel travel trailer, after returning from a road trip with the trailer. They believed the incident occurred around July 2, 2017, but wasn’t sure if they struck anything or had an incident because of road construction. They stated they felt they had to have had an incident to cause the crack in the trailer wall.Our claims representative examined the damage. On the left front side of the trailer there was a crack in the bonded sidewall. It was about 8” in length and originated in the lower front corner of the slide out cut-out area. There were no other signs of damage to the trailer. Cracks like this, originating from the cutout corner of the sidewall, are common and typically due to the stress and weight of the trailer over time. The nature of cutting a hole in the side of a trailer wall causes that area to be susceptible to fatigue. We discussed this with the repair facility that our customer selected. We agreed that there might have been an issue with the framing of the trailer and obtained a written Authorization to Tear Down document from our customer. Our customer agreed to the partial dismantle of the front of their fifth wheel trailer, to view the steel welded frame to see if it was damaged or had failed. We also asked Lippert Inc., the manufacturer of the frame the trailer was built upon, to weigh in after the tear down had been completed.The exposure of the frame didn’t reveal any fatigue or structural failure, and Lippert Inc. stated they couldn’t assist. Lacking any damage to the frame and lacking any incident that the insured(s) could point at to have caused the damage, we verbally and in writing stated our position with regards to the stress crack and it not being a covered loss due to an exclusion in the Wisconsin Travel Trailer Policy (3651 08/10 WI):EXCLUSIONS - READ THE FOLLOWING EXCLUSIONS CAREFULLY. IF AN EXCLUSION APPLIES, COVERAGE WILL NOT BE AFFORDED UNDER THIS PART I.Coverage under this Part I will not apply for loss:8. to any vehicle that is due and confined to: a. wear and tear; b. prior loss or damage; c. manufacturing defects; d. improper or lack of routine maintenance, or failure to perform maintenance as prescribed by the manufacturer; e. contamination, pollutants, odors, sewage, or waste; f. freezing; g. gradual accumulation of snow or ice on a vehicle; h. scorching, marring, scratching, or breakage of internal equipment or furnish­ings whether permanently attached or not. However, this exclusion does not apply to: (i) scorching, marring, scratching or breakage caused by malicious mischief, vandalism, riot, civil commotion, fire, or lightning; or (ii) breakage of glass which is permanently a part of or attached to the covered vehicle; i. mechanical or electrical breakdown or failure; or j. road damage to tires. This exclusion does not apply if the damage results from the theft of a vehicle;A search of the [redacted] and other forums, supports that this is a common issue. There’s also a known issue of “flexing” of the frame and the trailer, while traveling down roadways.I know this isn’t the answer that Mrs. F[redacted] hoped for. We don’t take any claim lightly, but we didn’t find any indication of an incident or a loss to this trailer.If you have any questions, please feel free to call me [redacted]Sincerely,Michael J. [redacted]Michael J. [redacted]WI Special Lines Field Supervisor