Progressive Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

(The following was copy/paste by Revdex.com staff - LST)[redacted]From: Fell, Brien <[email protected]>Date: Thu, Aug 31, 2017 at 10:45 AMSubject: Re: [EXTERNAL] Cleveland Revdex.com re: Progressive CorporationTo: Lou Tekavcic <[email protected]>Lou,Thank you for your response.  The issues that remain are the same as in the initial complaint.  Neither I nor my wife were walked through the purchase contract.  We bought insurance for the two of us and not anyone else in the household.  I find it interesting that when they requested information on others in the household, I gave them the information.  Why was that request not made when I wrote them a check for the coverage?  I called the agent, Patrick [redacted]d, when I received information on the cancellation notice and left him a voicemail and my call was never returned.  It is a fact that my wife and I signed the Progressive contract but their claim that we misunderstood is not a fact.  Neither my wife or myself agreed that they could charge us for adding additional members of the family to the policy.Sincerely,Brien Fell

---------- Forwarded message ----------From: [redacted] <[redacted]@[redacted]Date: Wed, Aug 31, 2016 at 12:20 AMSubject: Re: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #[redacted].To: Revdex.com <[email protected]>RE: Complaint #[redacted]Just to let you know … I received a call today from a Progressive Insurance representative.  They will be taking care of the repairs on my car and also arranging for the use of a rental car while repairs are being done.Thank you.[redacted]

(The following was copy/paste by Revdex.com staff - LST)[redacted]July 24, 2017Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115 Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted]Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive [redacted] Insurance Company    Mr. [redacted], I’m writing in response to your follow-up letter dated July 17, 2017.Once we turn an unpaid balance over to the collection agency, they work directly with the customer to negotiate any payment arrangements to satisfy the unpaid balance owed. Unfortunately, we’re not aware of any agreement made between Mr. [redacted] and [redacted]); therefore, Mr. [redacted] will have to contact [redacted] about that agreement.If you have any other questions, please call me at 440-620-6944. Sincerely, Rose S[redacted]Rose S[redacted]Consumer Relations Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12162253, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I DO NOT agree with their response. There is no such thing as a MANDATORY fee for the state of [redacted], which is what the representative told me over the phone, that alone is fraud, much less is it an acceptable  business practice to charge an erroneous fee, especially when a person SELLS a car. That is completely and utterly shameful, to charge someone when they sell a car and no longer need insurance on the vehicle. I absolutely will NOT EVER use their products again, and I will be sure that all of my friends, family and colleagues know how scandalous this company is.
Regards,
Jessica [redacted]

response attached Business response copied and pasted below by Revdex.com staff ** 2/7/17:February 7, 2017Revdex.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 Company[redacted],I'm writing in reply to your letter dated February 1, 2017. I'm sorry for any inconvenience [redacted] experienced due to this claim.This was a multi vehicle rear end accident. [redacted] was driving her [redacted]. Our customer, [redacted], was driving a [redacted] was stopped for a red light behind other vehicles at the intersection of Cedar Ave. and 145th Street in Apple Valley, Minnesota. After she came to a stop, Mr. [redacted]’s vehicle came to a stop behind her vehicle. Shortly after Mr. [redacted]’s vehicle came to a stop, a third unknown vehicle rear-ended his vehicle pushing it into [redacted]’s vehicle.While waiting for the police to arrive at the scene, the third unknown vehicle driver left the scene of the accident. Mr. [redacted] stated that he informed the third vehicle driver that he didn’t have any damages. Mr. [redacted] doesn’t know why the third vehicle driver decided to leave the accident scene. Per [redacted], she didn’t get out of her vehicle to speak to the third vehicle driver herself. In the statement obtained by [redacted], she confirmed that our vehicle did come to a stop and was pushed into her vehicle by the third unknown vehicle.Based on the statements provided by Mr. [redacted] and [redacted], we determined that Mr. [redacted] isn’t liable for the damages caused in this loss. The third unknown vehicle is the proximate cause for failure to maintain a safe distance and driver inattention. Mr. [redacted] isn’t legally liable for the damages to the [redacted].If you have any questions, please call me at 1-651-[redacted].Sincerely,Jason G[redacted]Jason G[redacted]Claims Manager

[redacted]April 14, 2017Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: Melissa [redacted]Re: File Number: [redacted] Customer Name: Doretha [redacted] Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name:...

Progressive Direct Insurance CompanyMs. [redacted],I’m responding to your letter dated April 10. 2017. Thank you for the opportunity to clarify the situation.On April 1, 2017 at 10:26 p.m., we were notified by Ms. [redacted] s that she was involved in an accident. At the time of report, she said that she needed a rental vehicle. We direct bill, reservation was set up for her with [redacted] in College Park, Georgia. The following day [redacted] didn’t have any vehicles available at that location or several other area locations. Throughout the region, rental car availability was adversely impacted by the [redacted] that was held in Augusta, Georgia that same week. On April 3, 2017, we reassigned the claim to Desiree [redacted]. Ms. [redacted] did call into the office before Desiree had an opportunity to review the claim and call out to the customer. On that same day, Desiree secured Ms. [redacted] a rental vehicle with [redacted] in Morrow, Georgia.   Ms. [redacted] has requested reimbursement for her added stress related to the rental experience. Unfortunately, we’re unable to honor her request for payment as this isn’t covered under her policy. Additional fees or charges from a rental car company for insurance, damage waivers, optional equipment, fuel, or accessories are also not covered under the terms of the policy.This coverage is limited to the daily limit shown on the Coverage Summary for a maximum of 30 days and is a reimbursement coverage. We assist with the reservations and direct billing as a convenience and courtesy to our customers.I’m sorry for the inconvenience this situation caused Ms. [redacted]. The circumstances for rental car availability were immediately beyond our control. If you have any questions, please call me at [redacted].Sincerely,George [redacted]Claims Manager

(The following was copy/paste by Revdex.com staff - LST)[redacted]March 22, 2018Revdex.com 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 Number: [redacted]  Company Name: Progressive Direct Insurance Company Mr. T[redacted]I received your March 14, 2018 letter. I understand that this has been a stressful situation for Mr. [redacted], and I’d like to explain what’s taken place so far with our handling of his claim. On December 3, 2017, we received report of a theft claim for December 2, 2017, involving Mr. [redacted]’ 2017 Volkswagen Golf. It’s standard industry practice with claims of this nature to do a complete investigation before issuing payment, and I’m sorry for the added frustration this has caused Mr. [redacted]. On December 4, 2017, we took a statement from Mr. [redacted] and identified the need for additional records to verify the facts of loss he provided. On December 5, 2017, and January 4, 2018, we issued Mr. [redacted] a Reservation of Rights Letter. These letters detailed the additional records that we needed from both Mr. R[redacted] and our named insured, [redacted] to move the claim forward.On January 30, 2018, Mr. [redacted] called to tell us that he would not be providing the necessary documents and that he wanted his claim closed. We sent him a letter, acknowledging his request, and closed the claim. On March 7, 2018, we sent Mr. [redacted] a copy of his recorded statement, as he requested, to the address listed on the policy. Since receiving your letter, we’ve reopened the claim and contacted Mr. [redacted] to confirm his intent to cooperate with our investigation by providing the information requested. At this time, we require the following to move the claim forward:  * Cell phone records for the time period between September 1, 2017, and December 4, 2017, for the following phone numbers:      [redacted] and [redacted]. These records must include text and call history for that timeframe and be in a PDF file format.   * Financial records, including all checking, savings, personal loans/lines of credit, and an auto loan statement for the time period between      September 1,2017, and December 4, 2017, for both Mr. [redacted] and Ms. [redacted]  * Full name, address, and contact information, for the material witness “[redacted]  * Full name, address, and contact information for the material witness “[redacted]”  * Maintenance records and receipts for any modifications done to the vehicle for the past 12 months.  * Proof of repairs to the Volkswagen Golf, including estimates, receipts for parts purchased, and photos of the vehicle after repair.   * Information for the company that towed the recovered vehicle.   * An inspection of the vehicle, prior to the completion of any repairs and prior to any disposal of the vehicle. Mr. [redacted] does have Rental coverage available for the Volkswagen under his policy, with limits of $30 per day and a $900 maximum. Once we can verify coverage for this loss, we’ll be glad to reimburse any out-of-pocket rental expenses he incurred, up to the available policy limits. We appreciate the opportunity to work with Mr. [redacted] to bring his theft claim to a resolution. Please feel free to call me at [redacted] if you have any questions. Sincerely, [redacted]Claims Supervisor

December 19, 2016Revdex.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: Progressive West Insurance Company
[redacted], I am writing in reply to your letter dated December 12, 2016. We appreciate the opportunity to further address [redacted]’s concerns. The insurance contract is between [redacted] and Drive Insurance. For this reason, we are unable to bill [redacted]’s agent, [redacted], for the additional premium that resulted from the corrections made to the policy. Our records reflect [redacted] placed two calls to Customer Service. One on December 1, 2016, and the other on December 12, 2016. On both occasions, we elevated [redacted]’s call to a Customer Care Supervisor as he requested. We serviced both calls with the assistance of an interpreter. The first call, received on December 1, 2016, is referenced in the prior letter dated December 8, 2016. During the second call placed on December 12, 2016, [redacted] requested that his policy be canceled. We informed him that canceling the policy effective December 12, 2016, resulted in a $90 refund. [redacted] informed us the refund amount differed from one quoted on December 1, 2016 and requested that his call be elevated. During his conversation with the Customer Care Supervisor, we confirmed the refund amount previously quoted reflected the correction made to his years licensed. We explained that the correction made to his years experience occurred on December 7, 2016, after we provided the quote. The correction resulted in an increase in premium which impacted the refund amount quoted to him on December 1, 2016.[redacted] requested that his policy cancellation effective date be changed from December 12, 2016, to December 14, 2016. We processed his request and informed him that the change in the cancellation effective date revised his refund amount from $90 to $78.51. [redacted] agreed with the refund amount provided.  We issued [redacted]’s refund on December 14, 2016. We issued the refund in the form of a draft and mailed it to: [redacted].I’m sorry that [redacted]’s decided to cancel his policy. We certainly value him as a customer and would find it privilege to do business with him in the future. If you have any questions, please call me at 1-800-333-8443.Sincerely,JoAnn C[redacted]JoAnn C[redacted]Progressive West Representative

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]
Thank you or responding, we hired a "professional" DOV, agent. His company has worked with Progressive many times in CO. His name is Bob and staff member sara helped us out, they are out of [redacted]. They sent us a report that the loss is $2,770.00 and this is WITHOUT you paying the $400 for the appraisal, this was out of our pocket. We are asking for what his estimate stated, we sent this to Your Sara on 1//13/16 at 9:41 am. This report that they came up with is their full value of our loss, so we are not settling for nothing. Please review his report and let us know thanks.

December 7, 2015 Attn: [redacted] Revdex.com2800 Euclid Avenue, 4th floorCleveland, OH 44115 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 email dated December 3, 2015. [redacted] quoted and purchased his policy online at a six month rate of $1,105. He paid the policy in full at time of purchase. When he purchased the policy, he indicated that he had completed a Defensive Driving course and that he had another policy with us, which gave him the discounts for Defensive Driving and Multi-Policy. On October 28, 2015, we sent notification to [redacted] that we removed the Multi-Policy Discount because we could not locate another policy for him. This resulted in an increase of $95 to his rate. We sent [redacted] a checklist advising him that we needed verification of his Defensive Driving course. On November 2, 2015, we sent him another memo requesting this verification. We didn't receive it and removed the discount on November 20, 2015. This resulted in an increase of $100 to his rate. I do not find any notifications that we sent [redacted] regarding a multi policy holder. Copies of the documents are attached. Also, I've listened to [redacted]'s call to us on November 3, 2015. Our representative was very patient and courteous during this difficult call and she did not make any disparaging remarks to [redacted]. Please let me know if you would like a copy of the call. Based on the information that [redacted] supplied in his application and not sending the requested verification, his policy is being rated correctly.  I'm sorry for any confusion.Please call me with any questions at 1-440-[redacted]Sincerely,Sharon ** S[redacted]Consumer Relations Specialist

July 20, 2016Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: [redacted]Re: File Number: [redacted] File Name: [redacted] Claim 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 July 18, 2016.As previously stated in my letter dated [redacted] 20, 2016, our claims representative inspected Ms. [redacted]’s vehicle on February 1, 2016, and wrote an appraisal for $1,455.47 to return her vehicle to pre-loss condition. We issued a draft to her for that amount that same day. We subsequently issued a draft to [redacted] Rent-A-Car for $219.73 to reimburse them for the rental Ms. [redacted] utilized while her vehicle was being repaired.   Upon receipt of additional correspondence from Ms. [redacted] requesting additional compensation for her property damage loss, we contacted [redacted], the repair facility she chose to repair her vehicle. [redacted] advised they repaired the vehicle and returned it to her in pre-loss condition based on the estimate we completed for $1,455.47. I believe the estimate accurately assessed the damages to the vehicle, as the vehicle was repaired for that figure.Ms. [redacted]’s correspondence references NYCRR 216.10(e) (1). This section of the regulation is outlined below:(e) Within 10 business days of the completion of its investigation of a property damage claim, the insurer shall:(1) make a written offer which is first computed in the same manner as would be used if the claim were made under a first-party coverage by one of its insureds, and, if applicable, modified to give effect to the comparative negligence statute of this State, or any other state subject to policy limits. Any offer based on comparative negligence shall contain a factual and complete explanation of the insurer's basis for apportioning culpability. If the claim presented is greater than policy limits, then the claimant must be so advised; We issued our draft within the time limit prescribed in the regulation. Sections 216.7(b) (1) and 216.7(b)(8) do not apply to claims arising under motor vehicle liability insurance contracts affording coverage for claims of property damage by third parties, which are caused by the alleged negligence of the insured.We’ve advised Ms. [redacted] that if she felt any damages to her vehicle resulting from this loss weren’t repaired, we would be willing to re-inspect her vehicle, at her convenience, in order to review the repairs completed and determine if any damages related to this loss weren’t considered in our appraisal and prior payment. We also advised that we would consider any documentation that she supplies in reference to any damages her vehicle sustained because of this loss that weren’t considered in our appraisal and prior payment. We’ve advised Ms. [redacted] that until we receive such documentation we would be unable to make any additional payments. If you have questions, please call me at 1-315-401-3430.Sincerely,Michael R. B[redacted]Michael R. B[redacted]NY Property Damage Process Leader

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.These regulations are being misconstrued.
These regulations are meant for the insured and insurer. Standard set so that
insurance companies cannot put junk parts or parts that may fail on their customers
vehicle. Policies that insurance companies have, state what parts they will put
on a customers’ vehicle if they were in an accident and they were at fault are
agreed to when the policy is purchased by the insured. If a new vehicle at a
dealership was hit while parked on the lot by another person, then their
insurance company would have to replace the parts. I am very sure that an
insurance company couldn’t tell the dealership that they can put OEM equivalent
aftermarket parts and certified used parts for the same year vehicle on the new
vehicle. Again these regulations are meant for an insurance company and their customer.
All the wording in these regulations are meant for the insurer and insured.
This is an attempt to mislead a victim and to provide the lowest cost parts to
a persons damaged vehicle that was parked with not occupants.
Regards,
[redacted]

January
19, 2016
 
 
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
Code: [redacted]
Company
Name: Progressive Premier Insurance Company of Illinois
 
 
Ms.
Ibrahim,
 
I
am writing in reply to your inquiry dated January 12, 2016.
 
We
have spoken with Mrs. [redacted] and resolved her concerns. We are
sincerely sorry for any inconvenience she may have experienced.
 
If
you have any questions, please call me at 1-440-620-6940.
 
Sincerely,
 
Jeff
P[redacted]
 
Jeff
P[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. The Progressive website does NOT STATE the word "downpayment". The Progressive website does NOT STATE the amount of $144 per each month. The Progressive website does NOT STATE that I'm required to pay a balance if I cancel before the 6-month policy. Progressive website does NOT STATE that I'm actually purchasing a 6-month policy.  The Progressive website STATES that my initial payment is of $81.02 from January 02 - February 02. Progressive website STATES, "Start your policy today for $81.02". Progressive website STATES that I'm actually choosing (NOT PURCHASING) a 6-month package. What the progressive website is basically doing is SCAMMING costumers. The Progressive website implies that one is purchasing a coverage for the first month at a low rate, then followed by 5 months of higher rate payments.  However, the progressive website does not imply that the total price of the policy is divided equally, if by any means one is to cancel before the 6 months of such policy. Most importantly, the progressive website does not imply (in any way) that one is paying a downpayment. The progressive website is deceiving costumers by using language that do not relate to purchasing a 6-month policy or purchasing a downpayment. This is a pretty dishonest and ugly scheme, which is also know as a SCAM. If the progressive website would state that one is actually purchasing of a 6-moth policy with a downpayment of ($) and a balance due if cancel before the 6 month-policy, then I would be responsible of paying the amount due.    
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12148408, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Mr. T[redacted] Anna Ortiz would not have received a notification about my new policy with [redacted]'s, because I do not have a [redacted]'s insurance policy. The last contact I made with you I attached a declaration of coverage from [redacted]. I will attach it again. Please note the date that the policy begins and then note the dates that Progressive references. 
Regards,
Christian [redacted]

Consumer Relations Department 6300 Wilson Mills Road, N71C Mayfield Village, OH 44143 Fax: 1-888-569-8942 [email protected] August 17, 20** 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 Premier Insurance Company of Illinois Ms. [redacted], I’m writing in reply to your letter dated August 10, 20**. I requested the retrieval of any recorded calls in reference to the above policy to determine applicable coverages for this loss. We didn’t find any calls from either of Ms. [redacted]’s phone numbers to our Policy Services department on the date of the policy inception or the surrounding dates. Our website has safeguards in place to educate consumers about the coverages available; it includes an invitation to chat with a live agent, which gives them an option to have a licensed agent call them at their convenience to discuss the coverage options available and to answer their questions before they purchase a policy. Our internet message retrieval request also found no communications from Ms. [redacted] on or around the policy inception date. Based on our investigation, we couldn’t find any evidence that Ms. [redacted] requested Collision coverage at the time of policy inception. I called and spoke with Ms. [redacted] on July 27, 20**, to advise her there’s no Collision coverage for this loss. If you need anything else, please call me at 1-678-621-6541. Sincerely, Tony S[redacted] Tony S[redacted] Newnan Claims Supervisor

May 31, 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 Number: [redacted]       Company Name: Progressive Advanced Insurance Company Ms. [redacted],I’m writing in reply to your letter dated May 23, 2016. I appreciate the opportunity to clarify the situation.Mr. [redacted] requested that we pay for an OEM windshield.  However, Mr. [redacted]’s policy provides in pertinent part: LIMITS OF LIABILITY 2. Payments for loss to a covered auto, non-owned auto, or custom parts or equipment are subject to the following provisions: . . .  d. In determining the amount necessary to repair damaged property to its pre-loss condition, the amount to be paid by us: (i) will not exceed the prevailing competitive labor rates charged in the area where the property is to be repaired and the cost of repair or replacement parts and equipment, as reasonably determined by us; and (ii) will be based on the cost of repair or replacement parts and equipment which may be new, reconditioned, remanufactured or used, including, but not limited to: (a)  original manufacturer parts or equipment; and (b)  nonoriginal manufacturer parts or equipment. (emphasis added)As such, the use of Original Equipment Equivalent (OEE) glass is allowed.  Furthermore, OEE glass meets the same Federal Motor Vehicle Safety Standards as OEM glass. In this particular case, the original quoted price for OEE windshield was $203.72 while the auto dealer quoted $608.33 for the cost of an OEM windshield. We explained to Mr. [redacted] that the main reason for the price difference is that auto dealers are free to set price points for windshields using their own discretion and many will often price OEM parts higher. We also explained that the OEE windshield meets the same federally mandated safety standards as the OEM windshield. That said, if he elected to choose an OEM windshield we would still paid the reasonable and necessary cost for replacement of his windshield, and Mr. [redacted] would be responsible to the repair shop for the difference.At this time, we have confirmed that Mr. [redacted] had his windshield replaced with an OEE windshield and we have forwarded payment to the shop for $398.94.   It is our understanding that there is no balance due.We do regret any frustration he experienced while dealing with this situation. We work with shops on pricing when we can and we hope that we can better assist him in that regard with any future claims he may have. If you should have any questions, please call me at 1-440-910-7503.Sincerely, Jesus R L[redacted]Jesus R. L[redacted]National Claims Unit

Response attached

(The following was copy/paste by Revdex.com staff - LST)[redacted]February 26, 2018Revdex.com2800 Euclid Ave 4th FloorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] File Name:  Claim Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name:...

Progressive Direct Insurance CompanyMr. T[redacted]Thanks for sharing Mr. B[redacted]'s concerns. Good news is, we've resolved this claim. On February 3, 2018, we received report of this claim. The facts of loss were that a 2011 Dodge Nitro driven by [redacted], struck a parked and unoccupied 2002 Mitsubishi Montero owned by [redacted]. Due to the claim being reported on a Saturday, the file was assigned to our claims representative on Monday, February 5, 2018. Upon assignment and review of the file, we noted a coverage issue that required an investigation to determine if coverage would apply for this loss. Our claims representative contacted Mr. B[redacted] on February 5, 2018. Mr. B[redacted] advised that he would call back. He called back later that day, indicating he was unhappy with the claims process, and that he could not immediately obtain a rental vehicle.  Mr. B[redacted] spoke with our claims supervisor. The supervisor informed him that due to the current coverage investigation, we would be unable to set up a rental for him. She advised him that if he had any out of pocket cost or any other expenses associated with this loss, we could discuss reimbursement after the investigation was completed, and if coverage was determined to be provided for this loss. Mr. B[redacted] called back and spoke with his claims representative. She explained the process to him again and setup the inspection of his vehicle pending the outcome of our investigation.  Mr. B[redacted] called back on February 6, 2018, requesting the file be reassigned to another claims representative. We honored his request, and reassigned the file. The new claims representative sent Mr. B[redacted] a letter informing him of his duties to mitigate his damages while we were completing our investigation. Mr. B[redacted]’s vehicle was inspected on February 7, 2018, and deemed to be a total loss. We spoke with Mr. B[redacted] on February 7, 2018, to advise him that the inspection was completed. We also advised him that the vehicle was determined to be a total loss, and the value, along with what the payout would be, pending the resolution of coverage.  We completed the investigation regarding coverage on February 12, 2018, and made the decision to provide coverage for this loss. We notified Mr. B[redacted] of this decision on February 12, 2018, at which time his wife, [redacted] went to the Huntsville Claims Office to complete the settlement of the total loss for their vehicle. Mr. B[redacted] made note of the need of the police report, but based on the facts of loss and the recorded statement of [redacted] confirming he lost control striking a parked vehicle and a mailbox, the police report was not necessary in making our liability decision.  I'm sorry for any inconvenience this may have caused Mr. B[redacted], but due to the coverage issue noted upon report of this claim, an investigation was required prior to us being able to issue any payments against Ms. L[redacted]’s policy. If Mr. B[redacted] has any out of pocket expenses, we'll be happy to review them for possible reimbursement. I will reimburse Mr. B[redacted] for the cost of the police report, of $17, that he mentioned in his complaint.  Please feel free to call me with any questions at [redacted]Sincerely,Dennis B. [redacted]Dennis B. [redacted]Claims Manager - Alabama