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.
Regards,
[redacted]
iT IS A LIE. fIRST OF ALL THEY BROUGHT STUFF UP THAT WAS not ASKED ABOUT. 2ND THEY LIED ABOUT THE TOWING. I HAVE WITNESSES, THAT THE TOWE TRUCK CAME AT 7.15PM AND TOWED TO MY APARTMENT. I ALSO HAVE WITNESSES OF ME WAITING FOR THE TOW TRUCK. 3RD THE CAR WAS NOT TOWED ON APRIL 2 2016 TO THE REPAIR I HD TO CALL AGAIN ON APRIL 3 2016 AND WAIT 90 MINUTES AND IT WAS TOWED TO WHERE THEY REPAIRED IT. I TALKED TO A VERY RUDE PERSON WHO CALLED HER SELF HAYLEY AND SHE TOLD ME IT WAS MY LAST TOW WHICH I DO NOT UNDERSTAND BECAUSE THE TOW TRUCK DRIVER SIAD THEY WERE NOT! GOING TO CHARGE ME FOR STA TOW BECAUSE IT WAS A SHORT DISTANCE.I HAVE AN EMAIL DATED MARCH 29TH FROM LAUREN C[redacted] SAYING SHE WOULD BE HAPPY TO HELP US OUT ON OUR CLAIM AND WE WERE COVERED!!!!!!!!!!!!! SO THAT IS A LIE ALL I WANT YOU TO DO IS GET MY 33.00 OFF. I HALF ALSO NOTIFIED MEDIA DN INSURANCE COMMSSIONER. PLEASE HELP ME FIGHT AND GET MY 33.00 OFF. THESE PEOPLE ARE LYING.

October 4, 2017     Revdex.com, Inc. 2800 Euclid Ave, 4th floor Cleveland, Ohio 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. [redacted]   Thank you for your September 28, 2017 letter. I appreciate the opportunity to address Ms. R[redacted]’s concerns.   I reviewed her policy and the phone call she made the day she canceled the policy. On September 18, 2017, she called in and advised that she never took possession on a recently added 2017 Toyota Rav4. She also advised that she turned in her plates to the DMV. We confirmed with her that she wasn’t going to purchase a new vehicle, and she advised “not right now.”   Because of this, we processed her request to remove the 2017 Toyota effective the date it was added (September 16, 2017) and canceled the policy effective September 18, 2017. We’re unable to have a policy in New York for a customer without a vehicle listed.   While I understand Ms. R[redacted]’s frustration, we processed the cancellation per her request and according to the information she provided us. I know this wasn’t the outcome she was hoping for, but we’re unable to reinstate her policy.   Ms. R[redacted] did get a new policy with us effective September 28, 2017, for a 2017 Rav4. She paid this policy in full for $1,618. On October 2, 2017, we sent her a refund of $81 because we added the Multipolicy Discount to her policy. She should receive this refund in a few days.   I hope this information helps. If you have questions, please call me at 440-620-6945.    Sincerely,   [redacted]   [redacted] Consumer Relations Specialist

[redacted]

Ms. [redacted],
Attached is our response.
Thank you,
Rose S[redacted]
Consumer Relations Specialist Sr.
1-440-620-6944

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]
 I request a refund from September 14 to February 8 thank you The tuition bill clearly shows she moves into the dorm on that day

June 18, 2015Revdex.com2800 Euclid Avenue - 4th floorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] File Name:         [redacted]  Company Name: Progressive Group of Insurance Companies [redacted],I'm writing in reply to your...

email dated June 11, 2015. Based on the information [redacted] provided in her complaint, I am unable to locate her previous policy number. It is likely that the reason we are unable to reinstate her previously policy is due to the amount of time that has passed since the cancellation date. We are able to offer a lower rate to a customer purchasing a new policy that has had no lapse in their coverage. Therefore, because [redacted] did not have continuous previous coverage, we had to offer her the new policy rate, and could not honor her previous policy rate. We file our rating rules and rates with the State of [redacted] and we must remain compliant and apply them equally to each of our policyholder’s.  I’m sorry for [redacted]’s frustration in this matter. If you have any questions, please call me at [redacted]Sincerely, [redacted]Consumer Relations Specialist

August 4, 2016Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: Progressive Direct Insurance...

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

[redacted] [redacted]September 6, 2017Revdex.com 2800 Euclid Avenue, 4th FloorCleveland, OH  44115Attn: Lou [redacted]Re: File Number: [redacted] File Name: Garry [redacted] Company Name: Progressive Group of Insurance CompaniesMr. [redacted], I’m...

writing in reply to your letter dated August 29, 2017. I’m sorry for the frustration Mr. [redacted] experienced with our mailings. I’ve submitted a request to our Processing Department to remove him from our mailing list, and from receiving future mailing advertisements from us. This process can take several weeks to take effect. I’m sorry, but I’m unable to stop any mailings that may already be in the process of being distributed to himI hope this action helps ease Mr. [redacted]’s concerns. If you have any questions, please call me at [redacted].Sincerely, Michael [redacted] Consumer Relations Specialist

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.Thank you for your swift reply,I would like to know if it is possible for the insurance agent who completed my paperwork (Agent ID# [redacted]) to pay for the $82.00 premium fee since it cannot be waived and since he was responsible for filing this fraudulent information. It has been very troublesome for me because when the insurance company asked for additional paperwork to adjust my policy I was dumbfounded because I believed the agent completed my application accurately and truthfully. Moreover, I called the agent a few times every other week asking about this issue, but he said that he already resolved the issue with the insurance company which was a lie. This is the main reason why I wasn’t as aggressive in seeking answers and resolutions earlier. Unfortunately, I received a letter from the insurance company ([redacted]s) seeking additional funds to pay for this premium due to his inadequacy and lack of professionalism when he lied about my driving experience without my knowledge or consent. I called the agent and insurance company a few times in hopes to resolve this issue professionally and soundly, but they refused to transfer the phone to their manager when I asked. This has been very frustrating for me because I have to pay the price by being misquoted intentionally so the agent can gain a client. Furthermore, I personally feel I am being taken advantage and scammed by the insurance company by having to pay the penalty of this premium due to their own agents skewing my driving experience without my knowledge or consent. I believe that this issue can be resolved if the agent from [redacted]s (Agent ID# [redacted]) pays this premium fee due to his inadequacy of being honest and professional with his clients. Thank you and I truly appreciate your help in resolving this matter. Sincerely,[redacted]Additional Information:[redacted]
[redacted]
[redacted] (Agent ID# [redacted])
Regards,
[redacted]

(The following was copy/paste by Revdex.com staff - LST)[redacted]August 28, 2017Revdex.com, Inc.2800 Euclid Ave, 4th floor Cleveland, Ohio 44115-2408Attn: Lou [redacted]Re: File Number: 12342567 Customer Name: Elizabeth [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number:...

[redacted] Company Name: Progressive County Mutual Insurance CompanyMr. [redacted]Thank you for your letter dated August 22, 2017. I have great news! I’ve canceled Mrs. [redacted]’s policy effective June 1, 2017. I’ve also made an accommodation to waive the $5 installment fee for removing automatic payments.I’ve reviewed the call from May 17, 2017, Mrs. [redacted] stated that she wouldn’t be renewing her policy with us on June 1, 2017, because of the increased payments resulting from her husband being added to the policy. We removed the automatic payments from the policy to prevent the next withdrawal on June 2, 2017.Mrs. [redacted] had a bill plan with a customer selected due date. With this bill plan, Mrs. [redacted] selected the second of each month to have her payments withdrawn from her checking account. Although the payment wouldn’t come out of her account, the policy would still renew if the renewal isn’t canceled.Based on this call, I can understand Mrs. [redacted] being under the impression that her policy would cancel effective June 1, 2017. Mrs. [redacted] will receive a revised Cancel Notice in the mail within 7-10 business days. This leaves a balance due of $12.48. I’ve contacted [redacted] (collection agency) and informed them of the revised amount due.I’m glad that I could resolve this matter for Mrs. [redacted]. If you have any questions, please feel free to call me at [redacted].Sincerely,Gwendolyn [redacted]Consumer Relations Specialist

copy and pasted by ** 10/13/17July 6, 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 Garden...

State Insurance CompanyMr. [redacted],I’m responding to your letter dated June 28, 2017. Thank you for the opportunity to address [redacted]’s concerns about the cost of her policy.We realize that price is an important factor when considering insurance. I’d like to provide a brief history of [redacted]’s policy over this past year, including some changes that have affected the price.May 20, 2016 Policy renewal price $820November 20, 2016 Policy renewal price $1,047–during our review for  [redacted]’s renewal period, we discovered a violation on  her driving history for April 29, 2016. This violation  resulted in a surcharge to her policy driving history and  the removal of our Three Year Safe Driving Discount,  which caused the increase in price.May 20, 2017 Policy renewal price $1,082–an increase of $35, which is due to a change in our overall rates. From time to time,  we find it necessary to change our rates, and upon  making this decision, we are required to file our request with the state of [redacted] for approval. We did discover a discrepancy in the medical coverage for [redacted] and increased the price by $346.21, but once we were able to get the necessary medical insurance  information from [redacted], this cost was removed, and  the total policy price remains at $1,082 for the current policy period.I’m sorry that [redacted] is not happy with the price of her policy, but given the rating factors used to calculate the price, she’s currently receiving our best price possible. We do offer 24/7 assistance for a free policy review, to make sure she’s getting all discounts and reductions possible. She can take advantage of this free policy review by calling us at [redacted].If you have any questions, please call me at [redacted].Sincerely,Nancy A[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 business response  contains only half truths. I declined to fix my vehicle, because Progressive told me that I would have to front ALL repair costs until the claim was settled at which point Progressive would reimburse me. I'm very happy that I made this decision as I would be out thousands of dollars for a very long time considering Progressive's lack of ability to do their job. They may have called their representative and said it may take 100 days for a police report to be filed, but that is not the case with this police report and Progressive knows it. The police department has told multiple representatives at Progressive that the report is ready!!! [redacted] the case manager acknowledged that the police department told them it was ready yet the "Progressive process" is to use some cheap and ineffective third party vendor that collects accident reports for them, that clearly doesn't work. I reject any statement indicating that Progressive has fulfilled their obligations as my insurance company, that I PAY FOR, and I find them negligent and unreasonable in their efforts to resolve this claim. I want full transcripts from every phone call, as I will continue to pursue my options within the fullest extent of the law. 
Regards,
Jarryd T[redacted]

attachmentBusiness response copied and pasted below by Revdex.com staff ** 1/26/17:January 26, 2017Revdex.com, Inc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115-2408Attn: [redacted]Re: File Number: [redacted]   Customer Name: [redacted]   Policy Number: [redacted]  Policy Type: Personal Auto  NAIC Code: [redacted] Company Name: Progressive Advanced Insurance Company        [redacted],I’m writing in reply to your inquiry dated January 8, 2016. I’m sorry if the billing history wasn’t clear and if we let them down. I’m happy to take the time to explain in more detail. We did increase the [redacted]’s rate when we couldn’t obtain a Motor Vehicle Report (MVR) from the state, which caused an increase of $322. As soon as we received a valid license number, we reversed the endorsement, which caused a decrease of $322. Because we increased and decreased the same amount the endorsements offset one another. [redacted] never paid any portion of the $322. We sent notification to the [redacted]s letting them know we needed updated license information and of the policy changes, which is our standard business practice. I’ve attached the notifications we sent. Please note, we don’t order MVRs every term, so we may not be aware that we need updated information until we order the MVR.  *image unavailable for copyWe inform our customers when we need updated information that may help them qualify for a lower rate. I’ve attached the notification requesting occupation information. We updated the [redacted]’s occupation and employment information when we became aware of it. Generally, an endorsement is effective when our customer notifies us. We made an accommodation to backdate the change in the [redacted]’s occupation and employment to December 8, 2016, which resulted in a decrease of $87. We split the credit up over the entire six-month policy period, or about $14.50 per month.*image unavailable for copyI understand that [redacted] is disappointed that our customer service representative was anything less than polite and helpful. Billing can be confusing and our representatives are trained to help our customers understand what’s going on with their account. In this case, we fell short. We should’ve taken the time to walk [redacted] through our online billing and help clarify how it works. p.2Because of the confusion we caused, I’ve made an additional accommodation to backdate the [redacted]’s occupation and employment to all terms that are still available on our system, which dates back to December 8, 2014. We’ll send Coverage Summaries and a new Payment Schedule as soon as possible. Please note that the credit on each term will vary based on how were rating policies at that time. We’ll apply any credit to the current amount due.We do offer policy reviews at every renewal to ensure our customers are receiving the best rate possible. The [redacted]’s can call us at 1-800-776-4737 and we’ll be happy to review their policy at any time.      I hope I’ve been able to clarify and resolve the [redacted]’s concern. We appreciate them allowing us to be their insurance carrier since 2008. If you have any questions, please call me at 1-440[redacted].Sincerely, Jeff P[redacted]Jeff P[redacted]Consumer Relations Specialist

April 6, 2016Revdex.com2800 Euclid Avenue, 4th FloorCleveland, OH 44115Attn: [redacted]Re: File Number: [redacted] File Name: [redacted]Claim Number: [redacted]Policy Type: Personal AutoNAIC Number:   Company Name: Progressive Select Insurance CompanyMs. [redacted], I’m...

writing in reply to your letter dated July 28, 2016. We appreciate the opportunity to clarify the situation.Upon inspection of Ms. [redacted]’s 2013 [redacted] on July 12, 2016, our Claims Representative, Adrian Gonzales, determined the damage to Ms. [redacted]’s engine was not a result of water ingestion, rather a wear and tear, lack of lubrication condition. Additional damage was also noted to the vehicle’s timing chain and timing gear.Under the 9611 (0713) Florida Auto Policy, Exclusion #8: wear and tear and mechanical, electrical or electrical breakdown or failure are specifically excluded from coverage.Ms. [redacted]’s claim has been denied in accordance with the above Policy Exclusion.We understand that Ms. [redacted] has since moved her vehicle to another location for a second opinion. We will gladly revisit our denial and coordinate a follow-up inspection (re-inspection) with Ms. [redacted]’s new shop of choice, [redacted] Service of [redacted] Park. We will be in contact with Ms. [redacted] once this re-inspection has been completed.If you have any questions, please call me at 1-305-506-2558.Sincerely,William F[redacted] Jr.William F[redacted] Jr.Claims Manager

August 15, 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]        NAIC Number: [redacted]       Company Name: [redacted] and [redacted] Company Ms. [redacted],I’m writing in reply to your letter dated August 8, 2016. I appreciate the opportunity to clarify the situation.On July 14, 2014, we received a report of a loss that Mr. [redacted] was involved in on July 11, 2014. The other party involved in the loss reported this claim with an accident date of July 12, 2014. Upon on our investigation, we found out that the correct date of the accident was July 11, 2014. Unfortunately, because of this accident Mr. [redacted] received injuries, incurred medical bills, and missed time from work. In order for us to handle the medical claim for the service dates of July 11, 2014, the actual date of accident, we had to reset the claim with the correct accident date. Therefore, we closed claim number [redacted] and did not make any payments under this claim. We also coded the claim as an error with zero percent negligence on Mr. [redacted]. We reopened the claim under a new claim number (14-3135054) and made all payments under this claim.   Mr. [redacted] had previously contacted us because of other insurance companies rating him for two at fault accidents. We do report all insurance claims and our understanding is that both claims were showing up on a CLUE report that insurance companies use to help in the rating systems. Our claim notes state that we did send a correction to Lexis/Nexis that generates the CLUE report on October 22, 2014 in an attempt to correct this issue. I’m sorry that this hasn’t cleared up the issue for Mr. [redacted].  We do not report fault when submitting this information. Insurance carriers determine how they want to use the information reported. Our local manager sent Mr. [redacted] a letter that he can provide to any insurance company or agent that is rating him based on the two accidents in July of 2014.  We have resubmitted the request to have this incident (claim number 14-[redacted]) deleted from Mr. [redacted]’s records. This process takes up to 45 days for completion. When the process has been completed by LexisNexis, they will forward a corrected CLUE report to Mr. [redacted].I’m sorry for the inconvenience Mr. [redacted] has experienced. If you have any questions, please call me at 1-320-345-7072.Sincerely,Keith P[redacted]Keith P[redacted]Claims Manager

Attached is our response and supporting documentation.

My name is [redacted]. Drivers license number [redacted]. I don't have the policy number cause that's been a few years ago. I saw on my credit report you sent to collections saying I owed $230 but when you cancelled my policy I had made a payment and you returned...

it. Why return a payment then send to collections saying I owe you money makes no sense.

Consumer Relations Department 6300 Wilson Mills Road, N71C Mayfield Village, OH 44143 Fax: 1-888-569-8942 [email protected] August 11, 2016 Revdex.com 2800 Euclid Avenue - 4th floor Cleveland, OH 44115 Attn: [redacted] Re:...

File Number: [redacted] Customer Name: [redacted] Policy Number: [redacted] Policy Type: Personal Auto NAIC Number: [redacted] Company Name: United Financial Casualty Company Ms. [redacted], I'm writing in reply to your letter dated August 4, 2016. Mr. [redacted] chose the Electronic Funds Transfer (EFT) payment method and acknowledged that it was his responsibility to have funds in the account at the time of each deduction. On May 31, 2016, we issued an EFT Payment Schedule that provided the dates and the amounts for the automatic withdrawals. It also stated that due to payment processing time, the transaction might not post immediately. I’ve enclosed copies of these for your review. We sent a $49.41 payment to Ms. [redacted]’s bank on July 28, 2016. Per Ms. [redacted], her bank didn’t process it until August 1, 2016, which put her account in arrears. Their removing it a few days later wasn’t what put the account in arrears. If they processed the payment on July 28, 2016, her account would’ve been less the $49.41 at that time and still wouldn’t have been available on August 1, 2016. I'm sorry for the situation, but we aren’t responsible for the bank fees. If you have any questions, please call me at 1-440-395-3384. If I’m not available, you can reach us on our 24-hour line at 1-877-280-8418. Sincerely, Dona R[redacted] Dona R[redacted] Consumer Relations Specialist

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 18, 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: Mountain Laurel Assurance Company          Ms. [redacted],I’m writing in reply to your letter dated April 11, 2016. I appreciate the opportunity to clarify the situation.On March 15, 2016, we received report of the claim from Ms. [redacted] that she  struck a 2013 [redacted] driven by [redacted], while driving her 2011 [redacted]. She stated that she was traveling on Highway 45 at approximately 60 mph, when another vehicle (1), travelling in front of her, swerved to avoid striking Mr. [redacted]’ vehicle. Ms. [redacted] could not stop in time and struck the 2013 [redacted]. We are still trying to verify the facts of loss and make contact with the Mr. [redacted].Per the police report Ms. [redacted] provided, both parties were noted as contributing for “following too closely” and there isn't any applicable insurance carrier for the 2013 [redacted]. We have advised Ms. [redacted] on several occasions that the coverage she chose to insure her 2011 [redacted] with is Bodily Injury, Property Damage and Uninsured Motorist Bodily Injury coverages. Ms. [redacted] doesn't have Collision coverage on her policy that would be applicable in this loss for damages to her vehicle. She doesn't dispute that she did not have this coverage for this loss, therefore, because this coverage isn't available on her policy, we are not reimbursing Ms. [redacted] for the damages as a result of this loss. I'm sorry for the inconvenience Ms. [redacted] has experienced. If you have any questions, please call me at 1-440-910-3177.Sincerely,Jennifer B[redacted]Jennifer B[redacted]Claims Manager