Complaints

This profile includes complaints for Progressive Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Progressive Corporation

  6300 Wilson Mills Rd Mayfield Vlg, OH 44143-2109

• 

  Progressive Casualty Insurance Co.

  19-02 Whitestone Expressway Whitestone, NY 11357

• 

  Progressive Insurance Co.

  207 E 94th St Ste 4C New York, NY 10128

• 

  Progressive Insurance

  1200 Veterans Hwy. Suite 100 Hauppauge, NY 11788

• 

  Progressive Insurance Co.

  PO Box 7637 Princeton, NJ 08543

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refusing to process my auto claim for policy #*********.
  
  Najia ******* has had an attitude with me from the beginning, is asking for things that don't exist, that she doesn't need (such as my personal text messages - which is a privacy issue), and for things I've already sent.
  
  Progressive has every thing they need to process the currently open auto claim for this policy.
  Claim #************. These continuous, nonsensical delays are just an attempt to delay and avoid paying out on this claim.

  Business Response

  Date: 05/29/2025

  May 29, 2025
  
  
  
  Better Business Bureau, Inc 
  200 Treeworth Blvd. 
  Broadview Heights, OH 44147 
  Attn: Melissa Neal 
  
  File:    ********/**** Keeton 
  Policy: ********* 
  Claim: ************ * ************  
  NAIC:  ********* 
  Mountain Laurel Assurance Company 
  
  
  
  Hello Melissa,
  
  Thank you for sharing Mrs. ******** concerns with us. I appreciate the
  opportunity to respond.
  
  
  Mrs. ****** reported her claim after the
  at-fault party struck her vehicle. During our investigation, we needed to
  verify the date of loss and the use of the vehicle, as Mrs. ****** was driving
  for **** **** at the time.
  
  We determined that Mrs. ****** holds no liability for the incident. We
  completed an estimate for the damages, which are below Mrs. ******** deductible. While we cannot issue payment directly, we are committed to
  assisting her further by working with the at-fault party to explore options for
  covering the repair costs.
  
  
  We apologize for any frustration Mrs. ****** experienced during this process. We’re dedicated to resolving this matter
  promptly and fairly.
  
  If Mrs. ****** has any questions, she can call us anytime at *************
  
  
  
  Sincerely,
  
  Crystal ********* 
  Supervisor

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called progressive i believe in February or march inquiring about why I the autopay program was not being deducted from my account as in the app it states I am enrolled. I was told I am unable to get autopay as I had rejected payments, which was understandable. I asked why does it state in the app that I am enrolled. Was told it was an error but that my renewal was coming up in April and I would be able to enroll in the autopay program once I renewed. Which I did however I looked in the APP today and it wouldn't allow me to make changes or anything. I contacted customer service and was told I was given incorrect information that in a 6 month period I cannot have rejected payments. I let her know I was told by customer service that I would be eligible again once I renewed and I expect progressive to honor this. However they refused. This is false advertising and I don't remember signing anything about the autopay program rules and speculations. So in my book this is fraud.

  Business Response

  Date: 05/24/2025

  May
  24, 2025
  
  
  
  Better Business Bureau, Inc. 
  200 Treeworth Blvd 
  Broadview Heights, OH 44147 
  Attn: Melissa Neal
  
  File:    ********/***** *******  
  Policy: ********* (Personal Auto)
  NAIC: *********
  Progressive County Mutual Insurance Company
  
  
  
  Hi Ms. Neal,
  
  Thank you for sharing Ms. ********* concerns with us. I appreciate the chance to
  address them.
  
  Ms. ********* policy began on October 23, 2024. We tried to process automatic
  card payments on November 28, 2024, January 28, 2025, and February 28, 2025,
  but each attempt was unsuccessful.
  
  We
  place Ms. ******* on a payment restriction on February 28, 2025.
  
  On
  May 14, 2025, Ms. ******* called us about her rate increase. We informed her that
  we removed EFT (Electronic Funds Transfer) due to the declined payments. One of
  our representatives informed her that she could re-enroll in autopay when her
  policy renews. However, when she contacted us again at a later date, she
  learned that she couldn't be placed back on autopay due to the declined
  payments within a rolling six-month period.
  
  Our policy states that if there are two or more returned EFT or one-time ACH payments,
  or three or more declined automatic card payments within a rolling six-month
  period, we cannot reinstate automatic payments. The rolling six-month period
  starts from the date of the first declined or returned payment, and only the
  oldest declined payment is removed from this period. Unfortunately, we cannot
  offer automatic payments to Ms. ******* at this time.
  
  We will provide feedback to the representative who gave incorrect information.
  If there are any questions or further assistance needed, please contact us at
  800-999-8781 or email ******************************
  
  I apologize for any inconvenience this may have caused. Thank you for your
  understanding and support in resolving this matter.
  
  
  
  Sincerely,
  
  Melinda C. 
  Consumer Relations Specialist

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There customers destroyed my house and they refusing to pay for the damages

  Business Response

  Date: 05/28/2025

  
  May
  28, 2025
  
  
  Better
  Business Bureau
  200
  Treeworth Boulevard
  Broadview
  Heights, OH 44147
  Attn:  Melissa Neal
  
  File:            ********/******* *******                                  
  Claim:         ************      
  NAIC:          *********
  Progressive
  American Insurance Company
  
  Hello
  Melissa,
  
  This letter is in response to your inquiry dated
  May 13, 2025.
  
  We’ve acknowledged liability for the accident. Our
  insured was responsible for causing damage to several properties. As multiple
  parties have filed property damage claims, the total damages exceed our
  insured's $10,000 Property Damage coverage limit.
  
  We’ve presented offers to settle all claims, but
  Mr. ******* has not accepted our offer. Recently, Mr. ******* informed us of
  further property damage, necessitating additional investigation to verify its
  connection to the incident and requiring new negotiations with all involved
  parties. We’re in contact with everyone involved and are actively working to
  resolve the claim within our insured’s policy limits.
  
  Please feel free to call me at 440-910-1830 with
  any additional questions.
  
  Sincerely,
  
  Tress *******
  Claims Manager
  Progressive Select Insurance Company

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was involved in an accident 02/07/2025 where a vehicle that was insured by Progressive Insurance backed into my vehicle and caused damage. The vehicle owner did not have her policy information on her at that time but gave me her personal information as well as the police officer that responded to the call. I received her policy information through my insurance company. I then contacted Progressive Insurance and filed a claim. Approximately 1 and a half to 2 months later Progressive Insurance tells me that she doesn’t have coverage. I find it difficult to believe that it takes 2 months to determine if someone is covered by insurance. Now I have to contact the courts and law enforcement to go through another lengthy process that getting my vehicle repaired where a lot of time has already lapsed due to this companies, so called investigation of whether or not if a driver is covered by them. I believe they wasted a lot of time to find a way to not pay for the damages done to my vehicle. Either someone has a policy with them or they don’t. And why is it that my insurance provided me with their information and a policy number under them.

  Business Response

  Date: 05/27/2025

  May 27, 2025
  
  Better Business Bureau, Inc. 
  200 Treeworth Blvd. 
  Broadview Heights, Ohio 44147 
  Attention: Melissa Neal 
  
  File: ********/***** *********  
  Claim: ************/Personal Auto 
  NAIC: *********  
  Progressive Preferred Insurance Company 
  
  Hi Melissa,
  
  Thank you for your letter dated May 12, 2025, and for sharing Mr. *********** inquiry with us. I appreciate the opportunity to clarify the situation.
  
  On May 7, 2025, we finalized our coverage investigation for this claim. We
  needed to confirm whether we had a valid and active policy on the date of loss.
  Coverage investigations can take time because we must allow our customers
  enough time to provide requested information. Additionally, we collaborate with
  our business partners, such as insurance agents and brokers, to verify
  information. We understand that coverage investigations can be frustrating for
  customers like Mr. *********, and I empathize with that. However, we have a
  duty to complete thorough investigations. Unfortunately, there was not an
  active policy with us for this loss. Two levels of leadership reviewed the
  coverage investigation before we communicated the decision. We called Mr.
  ********* and mailed him a letter confirming the decision.
  
  After receiving this inquiry, our leadership team reviewed the investigation,
  and we stand by it. As we do not have coverage for the accident, we are unable
  to address Mr. *********’s damages.
  
  I hope this helps address the concerns raised by Mr. *********. Please feel
  free to email ***************************** if you have any questions.
  
  Sincerely,
  
  Stephanie M.
  Claims Supervisor

• Initial Complaint

  Date:05/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an insurance with progressive insurance. I added my daughter to my insurance, the lady said it shouldn’t cost too much more- I was paying 315/ month. I just looked at my account- it was negative! They charged me 580!!!!! Without my consent!!!

  Business Response

  Date: 05/29/2025

  May
  29, 2025
  
  
  
  Better Business Bureau, Inc. 
  200 Treeworth Blvd 
  Broadview Heights, OH 44147 
  Attn: Melissa Neal
  
  File: ******** (****** *****) 
  Policy: ********* (Personal Auto)
  NAIC: *********
  Progressive
  Select Insurance Company
  
  
  Hi
  Melissa,
  
  Thank you for bringing ****** *****'s inquiry to our attention. I appreciate
  the opportunity to address her concerns.
  
  On March 31, 2025, ****** ***** had an accident with her 2018 Ford Edge, and we
  determined she was at fault. During our investigation, we found that ******** *****, who lives with Ms. ***** and is related to her, needed to be added to
  the policy. We added ******** ***** to the policy on April 2, 2025, based on
  the information received from claims, which increased the policy by $392.71. We
  issued updated policy documents to reflect this change.
  
  On April 8, 2025, we submitted a payment of $188.41 from the checking account
  on file. This was the original amount due before the change, and we couldn't
  update it because we couldn't give enough notice.
  
  We
  emailed Ms. ***** a payment reminder on May 5, 2025, for the amount due on May
  8, 2025.
  
  On
  May 8, 2025, we submitted a payment of $581.08 from the checking account on
  file.
  
  On
  May 14, 2025, we received notice from the bank that Ms. ***** stopped the
  payment. As a result, we removed the Electronic Funds Transfer discount and
  automatic payments, as we were no longer authorized to take payments from that
  account.
  
  On
  May 23, 2025, we issued an invoice for $1,040.51, which includes May and June's
  premium with the added driver.
  
  I recommend Ms. ***** call Policy Services for a policy review to ensure we are
  rating her accurately. She can also consider excluding ******** from coverage
  to help with pricing. Policy Services is available at 800-888-7764 and is
  always willing to help.
  
  Sincerely,
  
  Scott R.  
  Consumer Relations Specialist

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 17th, 2025, My truck as struck by another driver while I was stopped at a stop sign. The accident was 100% the other driver’s fault. I filed a claim with their insurance company (Progressive) and was told that they’d be in contact within the next business day. That never happened. I called them multiple times. I sent text messages. After a month and a half, I was forced to file with my insurance company to have my truck repaired. I also filed a complaint with the NC insurance Commission. That prompted a phone call from Progressive to say that they accept responsibility for the accident, but that’s it. Since they ignored me for a month and a half, I already have the claim in motion with my insurance company though for the repairs and I don’t have rental car coverage on my own policy. If the accident was my fault, I’d pay for a rental car while mine was being repaired. The accident was not my fault and now Progressive is refusing to cover a rental car since I filed with my insurance company. I wouldn’t have filed with my company if they hadn’t ignored me for a month and a half. I feel that Progressive is 100% responsible for covering this rental car expense. They cannot simply ignore me for a month and a half and hope I go away. They need to take care of their responsibilities. The last page I was on while filing this complaint said you’d need an account number but didn’t give a place to put it. The insurance number for the driver at fault is *********. Can you help?

  Business Response

  Date: 05/23/2025

  May 23, 2025
  Better Business Bureau, Inc.
  200 Treeworth Blvd
  Broadview Heights, Ohio 44147
  Attn: Melissa Neal
  File: ********/****** *****
  Claim: ************/Personal Auto-NC
  NAIC: *********
  Progressive Premier Insurance Company of Illinois
  Hello,
  Thank you for sharing Mr. *****’s concerns with us. We appreciate the opportunity
  to review this situation and provide details of the outcome.
  On March 17, 2025, Mr. ***** and Ms. ****** were involved in an intersection
  collision. Ms. ****** turned short and struck Mr. *****’s vehicle. The claim was
  reported to us on March 18, 2025, and we assigned it to an adjuster the same day.
  During the assignment, we discovered that Ms. ******, who was driving our
  customers 2012 Toyota Highlander, was not a listed driver on the policy. Therefore,
  we needed to conduct a coverage investigation in addition to the liability
  investigation.
  On March 18, 2025, we attempted to contact our insured, ***** ******, the owner
  of the 2012 Toyota Highlander, and reached out to Mr. ***** to inform him about
  the claim, the adjuster, and to request any pictures he had. We tried to contact Mr.
  ****** again on March 21, 2025, via call and text but received no response. We
  received the police report on March 24, 2025.
  On April 2, 2025, we spoke with Mr. *****’s insurance carrier, informed them of the
  coverage investigation, and obtained Mr. *****’s facts of loss. We attempted to
  contact Mr. ****** again on April 2, 2025, via call and text with no response.
  On April 16, 2025, we finally reached Mr. ****** to discuss the driver of the vehicle
  and obtain contact information for Ms. ******. We contacted Ms. ****** on April
  25, 2025, to discuss her driving the vehicle and to obtain a statement regarding the
  facts of loss.
  On April 30, 2025, we resolved the coverage issue. We contacted Mr. ***** on May
  1, 2025, to confirm that we had cleared coverage and accepted liability. Mr. *****
  informed us that he had used his insurance coverage for the damages to his
  vehicle. We assured him that once we receive the demand from his insurance
  carrier, we will review it for reimbursement.
  If you have any further questions, please contact me at 980-209-8111 or
  *****************************.
  Sincerely,
  Liz *****
  Claims Manager
  

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 11, 2025, my daughter had an accident. We have Progressive Insurance. The claim number is **-*********. I drove the vehicle to their suggested auto repair shop because the suggested shop was not too far from my home. I decided that I wanted another opinion, so I paid out of pocket to have the vehicle towed to my home and then paid out of pocket to have it towed to my shop of choice for a second opinion. Towing is part of an accident, and they did not pay for either tow. I have the receipts and emailed conversations with the Emily K. **** ***** * ****************************. I pay my premiums every month and this is unacceptable.

  Business Response

  Date: 05/21/2025

  May 21, 2025
  
  
  Better Business Bureau, Inc 
  200 Treeworth Blvd. 
  Broadview Heights, OH 44147 
  Attn: Melissa Neal 
  
  File: ********/**** *. ***  
  Claim: **-*********/Personal Auto 
  NAIC: ********* 
  Progressive Garden State Insurance Company
   
  
  Hi Melissa,
  
  Thank you for sharing Ms. ***** inquiry about her claim. I appreciate the
  opportunity to address it.
  
  On February 5, 2025, our customer reported the loss. We offered Ms. *** a
  choice of repair options, and she initially selected ***** **** ****, one of
  our recommended network repair shops in *****, New Jersey. This shop is
  conveniently located within three miles of Ms. ***** residence.
  
  On February 11, 2025, Ms. *** requested a second opinion and asked to move her
  2019 Volkswagen Jetta to *** ********* repair shop, ****** **** ********* in
  Philadelphia, Pennsylvania, which is 85 miles from her residence. We informed
  Ms. *** that she would be responsible for the towing cost to her chosen shop.
  There are multiple repair facilities within a reasonable distance to Ms. ***’s
  residence that she could have chosen for a second opinion.
  
  We paid Ms. *** a reasonable towing cost of $250. If any additional information
  becomes available, we are prepared to review the claim further.
  
  If you have any questions, please feel free to call me at ************.
  
  Best regards,
  
  Emily ****  
  Claims Manager

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Policy: ********* An accident that my son was involved in has been put on my record.
  I totally understand the mistake, but I have tried to resolve this to no end for months.
  I am told, over and over that the claims adjuster (Reagan) must fix the problem. I have reached out to her on four different occasions and her supervisor on one occasion.

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  
  
  Better Business Bureau 
  200 Treeworth Blvd. 
  Cleveland, OH 441147 
  Attn: Melissa Neal 
  
  File: ******** (***** *********) 
  Claim: ************  
  Policy: ********* (Personal Auto) 
  NAIC: *********
  Mountain Laurel Assurance Company 
  
  
  
  Dear Ms. Neal,
  
  Thank you for sharing Mr. *********** concerns. I appreciate the opportunity to
  respond and am pleased to report the actions taken on the claim since the
  inquiry was filed.
  
  On July 15, 2024, the loss occurred, and we identified the driver involved as
  ***** *********, not his son ***** *********, Jr., who was also a listed driver
  at the time.
  
  On March 14, 2025, Mr. ********* brought the driver discrepancy to our
  attention. We updated the driver information to reflect the correct full name and
  date of birth.
  
  On April 30, 2025, Mr. ********* informed us that the accident was still
  appearing on his driving record. We verified that the liability coding was
  attached to Mr. ***** *********, Jr. and sent a memo to our Underwriting
  department. We explained the steps taken to Mr. *********.
  
  On May 8, 2025, Mr. ********* reached out again to inquire about the delay in
  updating the claim on his driving record. We noted that the alert was sent and
  was still being processed.
  
  On May 22, 2025, we updated the policy to show the accident as a Not at Fault
  accident effective November 9, 2024, when we added it to the policy. This
  resulted in a credit on the prior term of $174.07 and $166 on the current term.
  We issued updated policy documents showing the changes.
  
  If you have any additional questions, please contact me at ************.
  
  Sincerely,
  
  Cherie *******  
  Claims Manager

  Customer Answer

  Date: 06/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. 
  
  
  
  Regards,
  
  
  
  ***** *********
  
  
  
  
  

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ****** ******. On April 22, 2025, I was told by Progressive Insurance that if I paid the balance due, my auto insurance would be reinstated with no lapse and backdated to April 6. I followed their instructions and paid via Western Union. After payment was confirmed, a representative asked if I had been in an accident. When I said yes, they refused to reinstate. I was scared, needed my insurance, and corrected myself under pressure. They reinstated the policy anyway. Later, I found out the other party had filed a claim, and Progressive denied me coverage—despite accepting my payment and reinstating me. I never filed a claim. I now face financial harm and liability exposure while Progressive continues to process a claim under my policy. I’ve filed a formal complaint with DOBI and submitted a sworn declaration. I want this addressed publicly to prevent this from happening to others.

  Business Response

  Date: 05/28/2025

  May
  28, 2025
  
  Better
  Business Bureau
  200
  Treeworth Blvd.
  Broadview
  Hts., OH 44147
  Attn:
  Melissa Neal
  
  File:
  ******** ****** *******
  Policy:
  ********* 
  Claim:
  ************
  NAIC
  *********
  Progressive
  Garden State Insurance Company
  
  Ms.
  Neal,
  
  We
  received your inquiry of May 8, 2025. Thank you for forwarding Ms. *******’s concerns
  about this policy and claim. I’ve reviewed the file and I’m happy to provide
  additional information about what has happened so far.
  The incident was reported to Progressive by ***** Insurance on
  April 25, 2025. According to *****, the time of the accident was 9:25 AM,
  involving two vehicles: Ms. *******'s and the ***** policyholder's. The police
  report, however, recorded the time of the accident as 10:23 AM. The Progressive
  claims representative contacted the ***** driver, who confirmed that the
  accident occurred around 9:25 AM. The ***** driver explained that they
  initially called the police at 9:25 AM, but no officers were dispatched as
  there were no injuries. Because one vehicle was not drivable, the police were
  contacted again at 10:21 AM, arriving at 10:23 AM, which is reflected in the
  police report. The ***** driver provided a photo from their cell phone showing
  the initial call to the police was made at 9:27 AM.
  Upon reviewing Ms. *******'s policy, our records show that her
  policy was canceled on April 6, 2025. Ms. ******* attempted to reinstate her
  policy on April 22, 2025, at 10:03 AM. Due to her payment history, she was
  informed that payment must be made via money order, cashier’s check, or Western
  Union. Ms. ******* made a payment on April 24, 2025, at 8:57 AM and provided a
  statement of no loss to reinstate her policy without a lapse.
  Our claims investigation revealed that Ms. ******* provided a
  false statement of no loss. The accident occurred on April 22, 2025, at
  approximately 9:25 AM, which was after her policy cancellation on April 6th and
  before the policy reinstatement and statement of no loss on April 24, 2025.
  A claims denial was issued to Ms. ******* on May 2, 2025. The
  claim was denied due to fraud and misrepresentation, as Ms. ******* knowingly
  concealed or misrepresented material facts when reinstating her policy and
  providing a false statement of no loss. Although Ms. *******'s 2018 Mercedes
  had a $1,000 deductible, no payment was made due to the claim denial.
  As outlined in her policy contract, her policy will still
  provide minimum liability limits (25k Property Damage and 25/50 Bodily Injury
  for third-party claims). Additionally, a law enforcement referral was completed
  regarding Ms. *******'s involvement in fraud and misrepresentation.
  I have enclosed a copy of the denial letter for your review. Below is
  the policy wording for the basis of the coverage denial.
  
  
  PART VII –
  GENERAL PROVISIONS 
  
  FRAUD OR
  MISREPRESENTATION 
  
  This policy was
  issued in reliance upon the information provided on your insurance application
  and the coverage selection form. We will not provide coverage, and may void
  this policy at any time if you:
  1. made incorrect
  statements or representations to us with regard to any material fact or
  circumstance;
  2. concealed or
  misrepresented any material fact or circumstance; or
  3. engaged in
  fraudulent conduct;
  at the time of
  application or at the time of renewal. This means that we will not be liable
  for any claims or damages that would otherwise be covered.
  
  Any changes we
  make at your request to this policy after inception will be made in reliance
  upon information you provide. If you:
  1. make incorrect
  statements or representations to us with regard to any material fact or
  circumstance;
  2. conceal or
  misrepresent any material fact or circumstance; or
  3. engage in
  fraudulent conduct;
  in connection
  with a requested change we may void the policy or reform it as it existed
  immediately prior to the requested change. We may do this at any time,
  including after the occurrence of an accident or loss.
  
  When we have not
  voided or reformed the policy, we may still deny coverage for an accident or
  loss if you, in connection with the policy application, in connection with any
  requested change, or at any time during the policy period, have knowingly
  concealed or misrepresented any material fact or circumstance or engaged in
  fraudulent conduct and that concealment, misrepresentation, or fraudulent
  conduct was material to a risk we assumed.
  
  We may deny
  coverage for an accident or loss, for which coverage is sought under this
  policy, if you or a person seeking coverage has knowingly concealed or
  misrepresented any material fact or circumstance, or engaged in fraudulent
  conduct, in connection with the presentation or settlement of a claim.
  
  If you have any further questions, please feel free to contact me at 856-780-4625.
  
  Best Regards,
  
  James ********
  Claims Manage

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Auto insurance policy number *********
  I possess Progressivecomprehensive glass coverage and have a cracked windshield, yet they are requesting a payment of $1,000 from me. I have a recorded telephone conversation with a glass representative stating that I do not have glass coverage. However, he is unable to verify this since I completed the application online. I am aware that I have been paying for this coverage. They mentioned that if I had completed the application over the phone, they could have accessed the call recording. Nevertheless, they claim that their online application cannot be incorrect? Every vehicle I have insured has consistently had glass coverage. Therefore, I intend to share the recorded telephone call on various social media platforms. Additionally, I experienced five disconnected calls while being transferred. I believe they are taking advantage of me, and I will be filing a complaint with the Better Business Bureau, as I refuse to pay $1,000 for a windshield replacement that should be covered at no cost. Furthermore, they also mishandled my Snapshot device. The device they sent was defective, resulting in a $35 monthly rate increase for the past three months without notification. They sent a return box, which I used to send the device back, but they claim that they have not received it, which I believe is untrue.

  Business Response

  Date: 05/23/2025

  May 23, 2025
  
  
  Better Business Bureau Inc.
  200 Treeworth Blvd.
  Broadview Heights, OH  44147
  Attn: Melissa Neal  
  
  File: ******** – **** ******
  Policy: ********* - Personal Auto                                                                    
  NAIC: *********
  Progressive Universal Insurance Company   
  
  
  Hello Melissa,
  
  Thank you for sharing Mr. ******’s concerns. I’m
  happy to let you know that we have resolved this matter for him.
  
  We work with Safelite, a glass vendor, to help our
  customers with their glass claim reporting, repair needs, and invoice
  processing. On May 7, 2025, Mr. ****** reported a glass loss through our
  vendor, claiming glass damage that required replacement. We verified coverage
  and found a $1,000 Comprehensive deductible applicable to glass. Mr. ******
  requested a further review, asserting he had selected the full glass coverage
  option at policy inception. We referred the claim to our glass resolution team
  for review.
  
  On May 8th, the newly assigned file
  owner thoroughly reviewed the online policy purchase and coverage options
  selected, finding no errors on our part. The file owner spoke with Mr. ******,
  advised him of the findings, and reiterated the deductible. Mr. ****** disagreed,
  recalling he had selected the $0 glass option, and said he would elevate the
  matter further.
  
  Your department and our social media group received
  additional concerns, prompting us to elevate the issue to our glass leadership
  team for further consideration.
  
  On May 12th, we decided to honor Mr.
  ******’s request for a $1,000 Comprehensive deductible, including the $0 glass
  option, for this experience. Mr. **** from our leadership team called Mr.
  ******, advised him of the decision, and backdated the coverage to policy
  inception, resulting in a premium increase. Mr. ****** agreed and appreciated
  the resolution. We updated our vendor, and at Mr. ******'s request, scheduled a
  repair appointment for May 15th.
  
  To address Mr. ******’s concern about the Snapshot
  ® fee, we did receive the returned device and removed the additional $30 charge
  from his policy.
  
  If you need anything else, please let us know.  
  
  All the best,
  
  Adriana **** ********    
  Progressive Representative