Progressive Corporation

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.
Let's first address the flaw in Progressive's policy. They require proofs of address as I previously mentioned that would be unattainable to recent college graduates (ie people who's garaging address would have changed from a high premium city to a low premium suburb). Such proofs include tax bills, mortgage statements, homeowners insurance or utility bills. As previously mentioned, these could only be obtained if one owns a home. Given that only 21.5% of people under the age of 25 own homes, and only 33.3% of people between 25 and 29 own homes, this is a large portion of recent college graduate who would be unable to prove their address and be forced to pay a higher premium according to Progressive's policy. Further, 12.4% of recent college graduates are completely unemployed having no W2 or Paystub to prove their residence. That isn't to say the remaining 87.6 would be able to prove it as not all employers include your address on your paystub. Progressive's policy quite obviously targets this age range forcing them to pay higher premiums by making it next to impossible for many graduates to provide appropriate proof of address. I fail to see how any of these more accurately prove someone's address than a combination of their license and car loan statement.
The "courtesy" Progressive claimed to have provided me came with less than a 5 business day window to provide the information. As I explained to the representatives, I was in the process of moving to another home, and it would take time for me to get paperwork from my previous address in order. While I was ultimately able to get some paperwork together for the representatives, I was forced to sit on hold and transfers for several hours, being treated rudely, making this a much more complicated situation than it needed to be.
While I did elect to receive email notifications on my account, this isn't to say Progressive would not have attempted to contact me via other methods in other situations- such as failure to make a payment. Why is it acceptable for them to resort to other methods of communication for various reasons, but not when it would increase my premium- aka when it would increase their profits. Further, why is it acceptable for them to pull a random address off my credit report, especially considering the address on my account is the most recent address on my credit report?
Again, Progressive's policies and customer services shows a severe lack of consideration for their customers. They are rude, and have no problems making alterations to your account to best suit their wishes.
Regards,[redacted]

February 29, 2016Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]  Re: File Number: [redacted]   Customer Name: [redacted]   Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto  NAIC...

Code: [redacted] Company Name: Progressive Advanced Insurance Company    Ms. [redacted],I am writing in reply to your inquiry dated February 20, 2016. I have included a timeline to help clarify Mr. [redacted]’s concern. On January 23, 2016, Mr. [redacted] reported a claim to us for an accident involving his 2007 [redacted]. On January 25, 2016, after inspection, we deemed the vehicle a total loss. We contacted both Mr. [redacted] and his lienholder, [redacted] Portfolio, to review the settlement.  On January 26, 2016, we prepared a settlement payment for $6947.02 and sent it to [redacted] at the address provided. On February 8, 2016, we received a call from Mr. [redacted] saying that [redacted] has not received payment. We immediately called [redacted] who confirmed they have not received payment. We offered to re-issue the payment, however; they advised not to reissue the payment because their mailing address is in California and they may be processing the payment.  On February 12, 2016, because we did not receive confirmation from [redacted] that they received payment, we re-issued it. On February 15, 2016 and February 16, 2016, we contacted [redacted] advising them of the re-issued payment. We also contacted Mr. [redacted] to give him a status update.   On February 24, 2016, we were able to confirm that [redacted] processed the payment for the loan.We sent Mr. [redacted]’s payment to his lienholder in timely manner. If you have any questions, please feel free to call me at 1-610-249-0507. Sincerely, Peter S[redacted] Peter S[redacted]Claims Manager

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]

April 11, 2016Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115Attn: Aisha IbrahimRe: File Number: [redacted] File Name: [redacted] Policy Number: [redacted]Claim Number: [redacted]Policy Type: Personal AutoNAIC Number: [redacted] Company Name: Progressive Select...

Insurance CompanyMs. [redacted], I’m writing in reply to your letter dated March 24, 2016. We appreciate the opportunity to clarify the situation.Upon receipt of your correspondence, our claims representative made attempts to contact Mr. [redacted] by phone, leaving a voicemail message as well as by email.On April 4, 2016, our claims representative made another email attempt to contact Mr. [redacted]. Mrs. [redacted] responded to the email advising they would like to discuss the claim via email. The claims representative requested information on the [redacted]’s concerns. Mrs. [redacted] explained the vehicle issues began in September 2015, and the battery was replaced twice. They took the vehicle to a repair facility on December 18, 2015, to evaluate the problems they were having. Our representative contacted Mrs. [redacted] via email on April 5, 2016, letting her know we are reimbursing them for the repair cost. We mailed a payment of$390.86 on April 5, 2016.We let Mrs. [redacted] know we would be happy to review any additional documentation in regard to the battery replacement if Mrs. [redacted] was able to submit receipts for the batteries.If you have any questions, please call me at 1-440-910-7896.Sincerely,Meegan S[redacted]Meegan S[redacted]Claims Manager

(The following was copy/paste by Revdex.com staff - LST)[redacted]May 18, 2017Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Lou T[redacted] Re: File Number: [redacted]   Customer Name: Christian [redacted]   Policy Number: [redacted]   Policy Type: Personal...

Auto NAIC Number: [redacted]  Company Name: Progressive Southeastern Insurance Company Mr. [redacted],I received your letter from May 11, 2017. I’m sorry to hear about the difficulty Mr. [redacted] is experiencing because of the outstanding balance on his prior policy. I’m glad to explain the reason for the amount owed.     On January 22, 2017, we sent Mr. [redacted] a Bill for a payment of $201.16, due by February 7, 2017. On February 11, 2017, we sent a Cancel Notice, asking for the payment of $201.16 by February 24, 2017, to prevent cancellation.On February 24, 2017, at 12:01 a.m., we canceled the policy for nonpayment, with a balance of $137.41 remaining for the coverage we provided until the cancel date. We applied an uncashed refund check for $7.14 from 2015 to the policy, which reduced the balance owed to $130.27. We canceled the policy because we didn’t receive payment by February 24, 2017. I don’t show that we got a request from Mr. [redacted] to cancel the policy prior to this date. If he bought other coverage before the cancel date and can provide documentation showing this, I’ll be happy to revise the date of the cancel and the balance owed.  I can understand that good credit is important to Mr. [redacted], and I’d like to help with updating the policy if any of the information we have is inaccurate. I’ve enclosed the billing notices we sent for reference.  If I can answer any questions, please call me at [redacted]. Sincerely, Anna O[redacted]Consumer Relations Specialist

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]

January 11, 2016Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted]Customer Name: [redacted]Claim Number: [redacted]Policy Number: [redacted]Policy Type: MotorcycleNAIC Number: [redacted]Company Name: Progressive Premier Insurance Company [redacted],I'm writing in reply to your letter dated January 7, 2016.After my telephone conversation with [redacted] on December 14, 2015, Irequested any additional information he had because he advised that he possessedadditional documentation that might alter our liability decision.We received the documentation via US Mail on December 21, 2015.I reviewed the additional information provided and determined that there’s nothingto support a change in our liability decision. I mailed a letter to [redacted] onDecember 24, 2015, advising that we reviewed his additional information and we’reunable to alter our liability decision at this point (copy enclosed).We remain willing to review any information that [redacted] provides to help us with our investigation, but we can’t alter our liability decision unless warranted.If you have any questions, please call me at 1-[redacted].Sincerely,Sam ** H[redacted]Sam ** H[redacted]Claims Supervisor

May 2, 2016Revdex.com 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...

Universal Insurance Company Ms. [redacted],I’m writing in reply to your letter dated April 23, 2016. I appreciate the opportunity to address Ms. [redacted]’s concerns with the status of her policy. On February 25, 2016, Ms. [redacted] purchased a six-month policy with an initial payment of $46.98. She elected automatic payment withdrawals for the remaining payments. Ms. [redacted] has had continuous coverage with us since that time. Prior to withdrawing the scheduled payments, we sent her reminders by email.We do use credit as a factor in the determination of our rates, but we would not cancel or refuse to write a policy based on credit. We did not issue Ms. [redacted] any notices alleging termination of coverage; however, we did issue a Notice of Underwriting and Rating Decision. This is a required notice that issues when we obtain information from consumer reports, such as a credit report, which prevents the customer from receiving the best possible rate. I’ve enclosed this document for your review. If Ms. [redacted] can provide us with a copy of her declarations page from her other carrier, I’ll cancel her policy effective the date her new policy started and credit her for any time we did not provide her with coverage. As another option, Ms. [redacted] can request cancellation/refund of her policy with the other carrier to prevent duplicate coverage and maintain her current policy with us. Her policy with us will remain active until she requests to cancel. I’m sorry for any confusion Ms. [redacted] experienced. If you have questions, please call me at 1-440-910-6392. Sincerely, Anna O[redacted]Anna O[redacted]Consumer Relations Specialist

6300 Wilson Mills Road N71C Mayfield Village, OH 44143 Fax: 1-888-[redacted] [email protected] November 4, 2015 Revdex.com 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 Direct Insurance Company [redacted], I’m writing in reply to your letter dated October 29, 2015. I appreciate the opportunity to address [redacted]’ concerns with our Snapshot ® program. Snapshot considers the total mileage, time of day the vehicle is driven and total hard braking events. The Snapshot device will beep when a decrease in speed of 7 mph/second occurs. This feedback can help our customers identify situations that are likely to require hard braking and avoid them. We encourage safe driving at all times but realize that hard braking may sometimes be necessary due to circumstances beyond the customer’s control. [redacted] mentioned that the Snapshot device beeped regularly when his wife was stopped at a stop sign. There may be a delay of several seconds after a hard brake occurs before the audible tone sounds. It’s likely that the beep signaled a hard braking event that occurred as she was approaching the stop sign. For the [redacted]r listed on [redacted]’ policy, Snapshot recorded 68 hard brake events in 604 trips over 1,501 miles driven from June 4, 2015, through October 23, 2015. Based on the data collected, we applied a 2 percent Snapshot discount to his renewal policy period beginning November 21, 2015. Some of our customers elect to try the program a second time for better results, and this option is available to [redacted] and his wife as well. I’m sorry for the frustration this caused [redacted]. If you have any questions, please call me at 1-440-[redacted]. Sincerely, Karen B[redacted] Karen B[redacted] Snapshot Process Consultant

Attached is our response and supporting documents.Business response copied and pasted below by Revdex.com staff ** 2/9/17.February 3, 2017Revdex.com, 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: 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, 2016. The Application lists the discounts that apply to the policy. The Online Sign[redacted]e Discount is listed on the Application and states that it is applied to the first policy period only. I’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 39 months. Mr. [redacted] completed the quote online, and he correctly stated that he had one not at fault accident that occurred on January 4, 2014. 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 reports. So, there are times that we need to request additional proof from our customers. Prior insurance details were discussed during a phone call with Mr. [redacted] on February 1, 2017. Based on our conversation, I’ve updated his prior insurance information to reflect continuous insurance for 36 months or greater. A credit of $8 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 1-440-620-7247 with any further questions.Sincerely,Vicki F[redacted]Vicki F[redacted]Consumer Relations Specialist

Consumer Relations Department 6300 Wilson Mills Road, N71C Mayfield Village, OH 44143 Fax: 1-888-569-8942 [email protected] November 23, 2015 Revdex.com 2800 Euclid Avenue - 4th floor Cleveland, OH 44115 Attn: [redacted]...

[redacted] Re: File Number: [redacted] Customer Name: [redacted] Claim Number: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Premier Insurance Company of Illinois [redacted], I'm writing in reply to your letter dated November 19, 2015. Due to the presented circumstances, our Special Investigations Unit investigated this claim. I'm sorry for any inconvenience [redacted] experienced and for any unacceptable interactions. Since [redacted] has an Actual Cash Value (ACV) policy, we presented an offer to him for the ACV of his [redacted]. I’m sorry if he feels we used a strange algorithm, but we based the value of his vehicle on a market search of vehicles with similar miles and options for sale in the Atlanta area. [redacted] accepted the offer and signed the applicable paperwork to resolve his claim. On October 12, 2015, we issued payment to the lienholder, [redacted]. I’ve enclosed copies of the cashed draft, Coverage Summary, and policy for your review. If you have any questions, please call me at 1-[redacted]. Sincerely, Robert G[redacted] Robert G[redacted] Claims Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not necessarily satisfactory as I still don't understand why I was billed for 3 people & vehicles when only 2 people & vehicles were being  covered. I will seek further clarification from Ms.A[redacted] at Progressive. 
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]This is incorrect but I will make note on line so in the future other will know what they are up against.  Thank you Revdex.com for your help in this matter.
Regards,
James [redacted]

April 8, 2016Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115Attn:  [redacted]Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Universal Insurance CompanyMs....

[redacted],I'm writing in reply to your email dated March 31, 2016.     Our customer, [redacted], reported this claim on March 11, 2016. We understand Mr. [redacted]'s concerns, but unfortunately the vehicle being driven by our customer was not listed on the policy. Our investigation supports that the loss vehicle is owned by Mr. [redacted]’s, business, which may have been uninsured at the time of loss. We've been attempting to qualify the unlisted vehicle for coverage under this personal auto policy contract.  Our investigation has concluded that the unlisted vehicle is a 2002 Chevrolet Express Cutaway 16 foot box truck used in Mr. [redacted]’s furniture business.  Unfortunately, this vehicle does not meet the definition of an “auto” as defined in this policy. Due to this, the insured will not meet the definition of an “insured person” under Part I – Liability to Others, as required for coverage.Progressive Policy Form 9610 Edition 03/07:GENERAL DEFINITIONSThe following definitions apply throughout the policy.  Defined terms are printed in boldface type and have the same meaning whether in the singular, plural, or any other form.2. "Auto" means a land motor vehicle: a. of the private passenger, pickup body, or cargo van type; b. designed for operation principally upon public roads; c. with at least four wheels; and d. with a gross vehicle weight rating of 12,000 pounds or less, according to the manufacturer's specifications. However, "auto" does not include step-vans, parcel delivery vans, or cargo cutaway vans or other vans with cabs separate from the cargo area.PART I - LIABILITY TO OTHERSADDITIONAL DEFINITIONS: When used in this Part I:1. "Insured person" means: a. you or a relative with respect to an accident arising out of the ownership, maintenance, or use of an auto or trailer; b. any person with respect to an accident arising out of that person's use of a covered auto with the permission of you or a relative; c. any person or organization with respect only to vicarious liability for the acts or omissions of a person described in a or b above; and d. any Additional Interest shown on the declarations page with respect only to its liability for the acts or omissions of a person described in a or b above.We've denied this claim and closed our file of any further handling. I'm sorry for any inconvenience Mr. [redacted] has experienced.If you have any questions, please call me at 1-309-407-3240.Sincerely,Terry B[redacted]Terry B[redacted]Claims Manager

September 17, 2015Revdex.com 2800 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: United Financial Casualty Company[redacted], I’m writing in reply to your follow up letter dated September 15, 2015. The $50 refund was refunded directly back to [redacted]’s bank account. We sent this to his bank account in two separate transactions on August 26, 2015. The transaction amounts were $27.70 and $22.30.If you have any questions, please call me at 1-440[redacted].Sincerely, Janeen H[redacted]Janeen H[redacted]Consumer Relations Specialist

(The following was copy/paste by Revdex.com staff - [redacted]September 29, 2017Revdex.com, 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: Progressive Universal Insurance CompanyMr. T[redacted]Thank you for your letter dated September 25, 2017. I appreciate the opportunity to address Ms. A[redacted]s concerns.As a consumer myself, I can understand that it can be very upsetting to see a bill that is significantly higher than your used to paying. This increase resulted from Terrance A[redacted] (unlisted driver) being added to the policy following a claim. When he was added to the policy, he had three at fault accidents that significantly increased the cost of the policy.On July 14, 2017, Ms. A[redacted]’s policy expired with a remaining balance of $621.23. On July 16, 2017, we sent a Final Bill with a due date showing upon receipt for the coverage that we’d already provided. On July 23, 2017, we received a payment of $155.50. On August 6, 2017, we sent another notice due upon receipt for $465.73 to avoid collections. On August 20, 2017, we received a payment of $155.73. This left a balance of $310.We thank Ms. A[redacted] for the payments that she made after her policy expired. Unfortunately, we can’t make payment arrangements on a policy that isn’t active. We want to be sensitive to our customer’s needs, so we don’t turn accounts over to collections immediately. Mrs. A[redacted]’s account wasn’t forwarded to Credit Collection Services until August 25, 2017, which is 43 days after the payment was due.I hope this helps Mrs. A[redacted] to understands why the account was forwarded to collections. If you have any questions, please feel free to call me at [redacted]
Sincerely,[redacted]Consumer Relations Specialist

July 29, 2015Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: 10691817Customer Name: [redacted]Policy Number: [redacted]Policy Type: Personal AutoNAIC Number: [redacted]Company Name: Progressive Direct Insurance Company[redacted],I’m responding to your letter dated July 22, 2015.I’m sorry for any confusion, but having an excluded driver on the policy and a customer’s marital status are separate issues and rating factors. We look at the overall combination of many factors on the policy, and in this case, the combination of changing [redacted]’s marital status and removing his excluded ex-wife, lowered the rate on the policy.It is correct that [redacted] received the benefit of a lowered rate by virtue of his marital status, because a single driver is rated different that a married driver.  A customer is required to list all household members on their policy. They can chose to list them as a rated driver or exclude them from coverage. An excluded driver on [redacted]’s policy did affect the rate. Based on our past loss experience, policies with excluded drivers tend to have an increased chance of loss over other policies, and therefore, we rate them differently. It is the customer’s responsibility to promptly notify us of any changes. Because we didn’t make an error, we aren’t backdating the removal of [redacted] any further back than we’ve already done.If you have any questions, please call me at 1-440-[redacted].Sincerely,Dona R[redacted]Dona R[redacted]Consumer Relations Specialist

January 27, 2016Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] File Name: [redacted] Claim Number: [redacted] Policy Type: Personal AutoNAIC Number: [redacted]Company Name: Progressive Direct Insurance CompanyMs. [redacted],I'm...

writing in reply to your email dated January 21, 2016.Mr. [redacted] filed a claim with us on January 18, 2016, after an accident he had earlier that day with our customer, Robert [redacted]. At the time of this complaint, we had not been able to make contact with Mr. [redacted] and confirm how the accident occurred.  We have since made contact with Mr. [redacted] on January 21, 2016, at 12:45 PM, and obtained photos of his vehicle on January 22, 2016, in order to finalize our liability decision. We then contacted Mr. [redacted] on January 22, 2016, and arranged for his vehicle to be dropped off for an estimate and repairs at one of our network facilities, Breakaway Honda. On January 25, 2016, Mr. [redacted] dropped off his vehicle and obtained a rental car. Our estimate of damage to Mr. [redacted]’s vehicle totals $1,557.52 and repairs have started.  I’m sorry for any inconvenience Mr. [redacted] experienced because of the claim delay. If you have any questions, please call me at 1-803-576-4101.Sincerely, Ken W[redacted]Ken W[redacted]Claims Manager

May 23, 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: Motorhome NAIC Number: [redacted] Company Name:...

Progressive Preferred Insurance Company Ms. [redacted], I'm writing in reply to your letter dated May 14, 2016. I’m providing the following details of this claim for your review. An attorney represents Mr. [redacted] and we’re not able to discuss this complaint with him directly. His attorney is aware of our position regarding this matter. Mr. [redacted] reported a claim on August 6, 2015, at 8:23 p.m. We spoke to Mr. [redacted] on Friday, August 7, 2015, at 9:56 a.m. An appointment was schedule to inspect the 1999 [redacted] on Tuesday, August 11, 2015. At the inspection, our representative noted the seals along the side of the coach, which hold the one-piece fiberglass roof against the left roof radius, were worn out, and failed allowing the roof to separate while underway. On the right side of the coach, where the roof seal hadn’t failed, the remaining seal was well beyond its useful lifetime. The left sidewall had delaminated from a long-term water leak at the location where the roof seam failed. In addition, we noted all of the seams were in poor condition, including near the front cap/roof joint where mold and black wet rot confirm the existence of a long-term condition stemming from lack of maintenance. It appears that someone had incorrectly attempted to repair it by applying new latex caulk over the original urethane sealant. Based on this physical evidence, we determined that weather didn’t cause the damage to Mr. [redacted]’s coach. The manufacturer, [redacted] Industries, recommends the inspection of all roof seams every six months and replacement of any seam that has failed. There is considerable chatter on most notable RV owner forums regarding this specific issue on [redacted] and [redacted] coaches, and how to avoid the exact damage that Mr. [redacted] is claiming. The poor condition of the seams and the considerable delamination on the sidewall are both evidence supporting the lack of routine maintenance and long-term water leakage. Mr. [redacted]’s policy contract specifically excludes these types of damages from coverage. As a result, we denied Mr. [redacted]’s request for coverage. We provided the specific policy language referenced to Mr. [redacted] and his attorney. Sincerely, Curtis G[redacted] Curtis G[redacted] Catastrophe Manager 1-610-310-0936

August 2, 2017Revdex.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: Progressive Direct Insurance CompanyMr....

[redacted],I’m responding to your letter dated July 25, 2017. Thank you for the opportunity to clarify the situation.We’ve completed an exhaustive search, using both [redacted] and [redacted]’s date of birth, driver’s license number, social security number, and vehicle information and have located the following policies with us.[redacted] September 13, 2003 to August 28, 2004[redacted] April 22, 2005 to April 22, 2006[redacted] August 16, 2010 to January 7, 2011[redacted] February 7, 2015 to September 9, 2015[redacted] September 12, 2016 to January 31, 2017The policy in question ([redacted]), for the 2002 Ford Explorer, was canceled due to nonpayment on January 7, 2011. I’ve enclosed a screen shot of the accounting history, which reflects a return payment of $301 that was not honored by the bank. We subsequently sent proper notification of the cancellation, and when the policy canceled effective January 7, 2011, at 12:01 a.m., there remained a balance due of $296.97 to pay for coverage until the date of cancel. We sent two bills in an attempt to collect the balance, and when payment wasn’t received, the balance was referred to our collection vendor on February 18, 2011. Our original collection vendor was [redacted], but the file has been continued to our current vendor, [redacted] ([redacted]).Mrs. [redacted] disputes the balance based on the premise that the vehicle was totaled in January of 2013. She called us on July 25, 2017, and we searched all the policies listed above and explained that we could not locate a policy or claim for her for the 2002 Ford in 2013. We tried multiple times to explain the balance was due to a returned payment from her bank and that this policy was active and canceled two years prior to when she is confirming the vehicle was totaled, which would make the totaled vehicle issue irrelevant. Mrs. [redacted] explained to our representative, Darlene, that she would try to locate a copy of her policy for 2013 for the 2002 Ford to assist in locating any information that may tie it to our claim. Darlene provided her direct phone number for any further assistance, but to date, we have not had any additional calls from Mrs. [redacted] or received any additional information.Based on the information we have to date, the $296.97 balance is valid. Once it is paid to our vendor, [redacted], Mrs. [redacted]’s credit history will be noted as a satisfied balance for this entry.I’m sorry for any confusion this matter has caused, and I would be happy to assist in resolving this, by reviewing and researching any further information provided by Mrs. [redacted]. If you have any questions, please call me at [redacted]Sincerely,Nancy [redacted]Consumer Relations Specialist