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 Insurance

  185 Plains Rd Ste 300E Milford, CT 06461

• 

  Progressive Insurance Co.

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

• 

  Progressive Insurance

  1401 Route 52 Ste 200 Fishkill, NY 12524

• 

  Progressive Insurance

  902 Brinton Road Wilkinsburg, PA 15221

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:01/31/2025

  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.

  So I called progressive on December 15th 2024 and made my payment on the phone with a woman and paid $236.48 with my debit card. So not even a week later I get a paper saying my policy is going to be cancelled by the 8th because I didn't make my payment and there's even proof in the app. There saying it was withdraw from my account and returned but I changed it to where I could only pay with my debit card. Also chime said it was never returned. Also I still had at least 2 weeks before my next payment is even due and they cancelled my insurance. It's *** because I called and paid over the phone. Just look on the app. I just want my money back because nobody will help me there...

  Business Response

  Date: 02/25/2025

  Consumer Relations Department
  300 N Commons Blvd Box G24
  Mayfield Village, OH 44143
  
  
  *****************************
  
  
  
  
  February 25, 2025
  
  Better Business Bureau, Inc.
  200 Treeworth Blvd
  Broadview Heights, OH 44147
  Attn: Melissa Neal
  
  File: ********/****** *****
  Policy: *********/Personal Auto
  NAIC: *********
  Progressive Direct Insurance Company
  
  Hi Melissa,
  
  Thank you for sharing ****** *****'s inquiry with us and we are sorry for any
  negative experience she had. I appreciate the opportunity to respond.
  
  On October 15, 2024, ****** started her policy with us. We issued a payment of
  $216.96 to her bank account on November 15, 2024, but it was returned on
  November 25, 2024. We sent a cancellation notice that day, giving her until
  December 11, 2024, to make the payment. ****** paid $216.96 on November 26,
  2024.
  
  On December 15, 2024, we issued another payment of $236.96 to ******'s bank
  account, which was returned on December 23, 2024. We unenrolled her from
  automatic payments and sent a cancellation notice, allowing her until January 8,
  2025, to pay $236.96. The policy canceled as planned, leaving a balance of
  $157.54.
  
  We haven't received any other payments on the policy. If ****** has proof of a
  payment being deducted from her card, we are happy to review it. She can send
  proof of the payment being deducted to **************************** with her
  policy number in the subject line, and we will review it.
  
  I understand this situation may be frustrating, and I hope this explanation clarifies
  the events. If you have any additional questions, please email
  ******************************
  
  All the best,
  
  HM ****
  Consumer Relations Specialist

• Initial Complaint

  Date:01/31/2025

  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.

  In 2022 my car was stolen from my driveway, and I filled a claim. When it was found it was a total loss abandoned in the next town over.
  I reported this lots to progressive as my insurance provider. On the phone they have verified that myself and the other insured parties at the time were not at fault. However, for two billing cycles they have reported to Lexius Solutions that it was an at fault accident on my part and increased my insurance premiums as a result. I did call and try to rectify this the last billing cycle, but am apparently needing the assistance of a third party at this point dating back to when they started mischarging me for their own reporting error.
  The original agent was Lacey Lindbergh. Please reach out if any additional details are needed. Thank you.

  Business Response

  Date: 02/19/2025

  February 19, 2025
  Better Business Bureau, Inc. 200 Treeworth Blvd Broadview Heights, OH 44147 Attn: Melissa Neal File: ******** - ******** ****** Claim: **********
  Policy: *********-Personal Auto NAIC: 155-21727 Progressive Universal Insurance Company
  Dear Ms. Neal, Thank you for letting us know about Ms. ******** inquiry. We appreciate the chance to address her concerns. On May 30, 2022, Ms. ****** filed a not-at-fault theft claim. We never held her responsible for the incident. We sent her a letter to confirm this. To help further, we asked the Comprehensive Loss Underwriting Exchange (C.L.U.E) to update any reports. C.L.U.E is a loss history exchange by LexisNexis, and it may take up to 45 days for them to process our request. We can't control how other insurance companies use the LexisNexis C.L.U.E. reports when they rate policies, as they decide based on the information given. Ms. ****** can contact LexisNexis directly about her C.L.U.E reports by calling 1-888-497-0011. LexisNexis will only speak to the consumer directly or an authorized party. We updated her driving history from the start of her policy ********* on August 6, 2022, to now, to show that the incident on May 30, 2022, is not at fault. We refunded $1,058.46 to her credit card on file. We hope this helps with Ms. ******** concerns. If you have more questions, please feel free to contact us at ******************************
  Sincerely,
  Stephanie M.
  Claims Supervisor Randa C. Consumer Relations Specialist
  Consumer Relations Department
  300 N Commons Blvd Box G24
  Mayfield Village, OH 44143
  *****************************

• Initial Complaint

  Date:01/30/2025

  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.

  They charged me for 3 years for my granddaughter being on my policy when I never give them permission to put her on my policy for one she didn't even and still doesn't have a permit or license and doesn't even know how to drive I lived with them for 1month then moved to *********** Mo they lived in **** ******* Ar then was going to cancel my ins policy because I didn't sign a exclusion form . I shouldn't have had to because I never gave them permission to put her on my ins so because they were going to cancel me anyway I had to find a different ins company now they want to turn my account over to collections and I feel I don't owe them any money because what they done is ILLEGAL

  Business Response

  Date: 02/12/2025

  February 12, 2025
  
  
  Better Business Bureau, Inc.
  200 Treeworth Blvd
  Broadview Heights, Ohio 44147
  Attn: Melissa Neal
  
  File:            ********/***** ******
  Policy:         ********* (Personal Auto)
  NAIC:          **** *****
  Progressive Advanced Insurance Company
  
  
  Hello Ms. Neal,
  
  Thank you for sharing Ms. ******** concerns. We
  appreciate the opportunity to respond.
  
  To ensure we provide the right
  coverage, our Application asks customers to list certain people on their
  policy, including themselves and any household members of driving age, even if
  they don’t drive.
  
  We use third-party reports to
  ensure we can account for all household members that should appear on the
  policy. If we find that an individual has an address matching one of our
  policies and they’re not listed, we send a memo asking our customers to call us
  to verify the information.
  
  On June 12th, we sent Ms.
  ****** a letter asking her to call our Underwriting Team no later than July 3rd regarding ****.
  
  On July 13th, when we
  didn't hear from Ms. ******, we added **** to her policy as an excluded driver
  because we understood that she didn’t have a license but may be a household
  member. Based on her paperless preferences, we sent her an updated Declarations
  Page and an Exclusion Form to sign. We always aim to be transparent with our
  customers, so page 30 of Ms. ******** Policy Contract reminds her that she
  agrees that we can make these types of changes. Please know the state reviews
  and approves our processes.
  
  On August 7th, we sent
  the Exclusion Form again, along with the Non-Renewal Notice effective December
  6th.
  
  On November 6th, Ms.
  ****** had a bill due for $118.37. When we didn’t receive the payment, we added
  a $10 late fee.
  
  On December 6th, Ms.
  ******** policy expired, and we sent her a Final Bill of $128.37 because of the
  missed payment. The policy non-renewed because we didn’t receive the signed
  form, and she failed to contact the Underwriting Team.
  
  Ms. ****** can contact our
  Underwriting Department directly at 833-714-0060 with any other questions.
  
  All the best,
  
  Melinda C.
  Consumer Relations Specialist
  

• Initial Complaint

  Date:01/30/2025

  Type:Sales and Advertising 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.

  I continue to received UNSOLICITED MAIL addressed to SOMEONE WHO DOES NOT RESIDE AT MY ADDRESS. I have called, written and emailed requesting to OPT-OUT. ALL OF MY REQUESTS HAVE BEEN IGNORED. I AM NOT, NOR HAVE I EVER BEEN A CLIENT OR CUSTOMER OF PROGRESSIVE INSURANCE.

  Business Response

  Date: 02/19/2025

  February 19, 2025
  Better Business Bureau, Inc. 200 Treeworth Blvd Broadview Heights, OH 44147 Attn: Melissa Neal File: ********- ***** *********** Policy: NA
  NAIC: ********* Progressive Universal Insurance Company Dear Ms. Neal, Thank you for letting us know about Ms. ************* inquiry. We appreciate the chance to address her concerns. We have taken action to remove her address and the name of the person who does not live there from our mailing list. We update our records regularly, but please allow up to six weeks for this change to be fully processed. We understand how receiving unwanted mail can be frustrating, and we are committed to resolving this issue promptly. I apologize for any inconvenience this may have caused. If you or Ms. *********** have further questions or need additional assistance, please feel free to reach out to us at ******************************
  Sincerely, Randa C.
  Consumer Relations Specialist
  Consumer Relations Department
  300 N Commons Blvd Box G24
  Mayfield Village, OH 44143
  *****************************

  Customer Answer

  Date: 02/20/2025

  [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 made by the business in reference to complaint ID ********, and find that this resolution is TENATIVELY satisfactory to me. 

  However, should I receive ANY FURTHER COMMUNICATIONS from this company, I RESERVE THE RIGHT TO RE-OPEN THIS COMPLAINT, OR FILE A NEW ONE.
  
  
  
  Regards,
  
  
  
  ***** ***********
  
  
  
  

  
  

• Initial Complaint

  Date:01/29/2025

  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 am filing a complaint against Progressive Insurance, specifically Kristin ******, for bad faith claim handling, false accusations, and excessive demands that have stalled my claim.
  1. False Accusations: Ms. ****** falsely claimed I do not make my payments, accused me of lying about my employment, and stated that I falsified phone records. These statements are untrue and defamatory.
  2. Excessive & Retaliatory Demands: Every time I provide what is requested, Ms. ****** adds new, unnecessary demands that were never originally required. She has now demanded identification and a recorded call with my daughter, which are irrelevant to my claim. This pattern of behavior only began after I challenged her handling of my case, making it clear that these demands are stall tactics and retaliation.
  3. Unprofessional Conduct & Delays: Instead of working toward a resolution, Ms. ****** places me on unnecessary holds, refuses to accept valid evidence, and keeps stretching the process out further. This is not standard claim processing—it is an intentional delay.
  
  Violations of Law:
  • Nevada Insurance Laws (NRS 686A.310 & NRS 686A.220) – Unfair claim handling and possible discrimination.
  • 15 U.S.C. § 45 – Federal Trade Commission Act – Prohibiting unfair and deceptive business practices.
  • Defamation & Bad Faith Practices – False accusations and excessive demands are harming my reputation and financial well-being.
  
  Resolution Requested:
  1. Stop Ms. ******’s retaliatory behavior and excessive demands.
  2. Acknowledge and correct her false accusations.
  3. Conduct a fair and impartial review of my claim without stalling tactics.
  4. Provide a written explanation for why these extra demands were added.
  
  If not resolved, I will escalate this matter to state and federal regulatory agencies.

  Business Response

  Date: 02/13/2025

  
  February 13, 2025
  
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal 
  
  File: ******** (****** ******)
  Claim: ************ (Personal Auto)
  NAIC: *********
  Progressive Direct Insurance Company
  
  
  Hi Melissa,  
  
  Thank
  you for sharing ****** ******’s concerns about their claim. I appreciate the
  opportunity to review our claim file and respond.
  
  I
  reviewed the claims and concerns outlined in the correspondence and sincerely
  apologize for any frustration this situation caused. ****** raised several
  issues about the handling of their claim, specifically related to the theft of
  an automobile, which may have coverage under their insurance policy. However,
  the timeline of events is clear and undisputed.
  
  On
  December 31, 2024, the customer’s policy cancelled due to nonpayment of
  premium.
  
  On
  January 6, 2025, the customer tried to reinstate their policy with a Statement
  of No Loss, a conditional statement of insurance that they didn’t have any
  known or unknown losses during the lapse period.
  
  On
  January 8, 2025, the customer reported the vehicle stolen and recovered with
  damages.
  
  We
  found inconsistencies in the claim that require further investigations per the policy
  terms and conditions.
  
  Regarding
  the false accusations, ****** said we claimed they didn’t make their payments,
  accused them of lying, and said they falsified phone records. This is not
  accurate as we let them know we cancelled the policy due to nonpayment and we
  received incomplete phone records.
  
  Regarding
  excessive demands, the items requested are part of the terms and conditions of
  the policy, and reflect standard investigative processes for theft claims
  .
  Regarding
  unprofessional conduct and delays, upon review, we didn’t find any evidence
  supporting these allegations in our claim file.
  
  We
  provided ****** with a clear list of items we requested under a formal
  Reservation of Rights.
  
  If
  they have any questions regarding this claim, please do not hesitate to contact
  me at 970-623-5287.
  
  Sincerely,
  
  Matthew
  *******
  Claims
  Manager
  

• Initial Complaint

  Date:01/29/2025

  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.

  Refusal to complete an audit on my acct.Begin service with progressive in 2023, policy was like 700.00, a little higher then usual but oh well wanted to try a new service was with previous 10 yearsThen renewal came premiums increase by 75.00 I called and spoke to supervisor explain if I have a perfect record no tickets or accidents why isn’t it decreasingNobody could explain, so i obtained a quote from,progressize and it was much lower. And they said I had to cancel the one I was in and start a new which makes no senseSix month later another renewal comes up and my premiums on my car goes up again.This is ridiculous it’s increasing, I’m 58 no tickets or accident ever no claims filedI usually pay around 90.00, not to mention I have my motorcycle policy there and my mortgage insurance as wellNo discounts just paying moreNew renewal is here, I asked them to have underwriting due audit and the rep refused

  Business Response

  Date: 02/14/2025

  February 14, 2025
  
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal
  
  File: ********/******* *******
  Policy: ********* – Personal Auto
  NAIC: ********* 
  Progressive Advanced Insurance Company
  
  
  Hi Melissa,
  
  Thank you for bringing Ms. *******’s concern to our
  attention. I appreciate the opportunity to respond.
  
  On September 8, 2023, Ms. ******* started her policy with us,
  with a total premium of $709.50.
  
  Later that day, we added the Multi Policy Discount, when she
  purchased a Motorcycle policy with us, which caused a decrease of $43.
  
  Ms. *******’s March 8, 2024 renewal term premium was $715.50,
  which increased due to the expiration of the eSign Fulfillment discount and a
  rate adjustment in the state of Arizona.
  
  The September 8, 2024 renewal increased to $775.50 due to
  another rate adjustment in the state. We regularly review our rates and
  sometimes find it necessary to increase them based on the cost of doing
  business in the state.
  
  On September 18, 2024, Ms. ******* removed automatic payments,
  which removed the involved discount and caused an increase of $53.86.
  
  On September 23, 2024, Ms. ******* spoke with our rate team,
  who completed a review of her policy details, to look for savings.
  
  On December 18, 2024, effective September 8, 2024, we edited
  the Multi Policy discount, as Ms. ******* bundled a Homeowners policy with us.
  This change caused a decrease of $25.
  
  On January 30, 2025, Ms. ******* added automatic payments
  back to the policy, which caused a decrease of $11.21.
  
  On February 8, 2025, we calculated and issued Ms. *******’s
  renewal information for the March 8, 2025 term. Her total premium decreased by
  $14, totaling $736.50.
  
  I’m sorry for any miscommunication about a review of Ms.
  *******’s policy. She can give us a call anytime at 833-216-3427 for a review
  for savings, which in some cases includes quoting and starting a new policy
  with us.
  
  I hope this helped to explain the concern. If you have any
  additional questions, please let us know.
  
  
  Sincerely,
  
  Gabriella V.
  Consumer Relations Specialist
  

• Initial Complaint

  Date:01/28/2025

  Type:Billing 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.

  On 01/24/2025 I submitted a payment of $299.95 to the company to pay my policy in full my payment schedule on the policy showed a payment due 1/18/2025 and my final payment 2/18/2025.
  Upon checking my account today I saw that they charged me an additional $153.92. When calling to figure this out I was told they do not see the additional payment in the system then that the payment would not make my policy overpaid as now have a magical additional payment due 3/18/25 so when the receive that current payment it will go towards that.

  Business Response

  Date: 02/12/2025

  
  February 12, 2025
  
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal 
  
  File: ******** (***** ******)
  Policy: ********* (Personal Auto)
  NAIC: *********
  Progressive Direct Insurance Company
  
  
  Hi Melissa,  
  
  Thank you for sharing
  Ms. ******’s concerns about her policy. I appreciate the opportunity to review
  the account and respond.
  
  On December 18, 2024,
  we issued an updated Payment Schedule as Ms. ****** made a payment on December
  16, 2024, replacing the payment scheduled through automatic payments for
  December 18, 2024. This document showed that we had a payment for $153.92
  scheduled for January 18, 2025.
  
  On January 15, 2025,
  we emailed a payment reminder to Ms. ******, letting her know about the payment
  we scheduled for January 18, 2025, for $153.92.
  
  On January 18, 2025,
  we submitted for a payment of $153.92 from the checking account on file for
  automatic payments. Depending on the financial institution, it can take a
  couple days for them to post it on the statement.
  
  On January 24, 2025,
  Ms. ****** made a payment online for $299.84, covering February and March. The
  website showed the previous payment submitted on January 18, 2025, when she
  went in to make the payment.
  
  Currently, Ms. ******
  has paid the balance in full, and we don’t show any remaining balance until the
  renewal in April. The payment we submitted to the checking account covered
  January and her manual payment covered February and March.
  
  I’m sorry for any
  frustration this situation caused Ms. ******, but I hope this information
  clarified what happened on the policy. We issued reminders to make sure she had
  her payment scheduled in place before submitting any payments. If she has any
  other questions about the policy, she can call Policy Services at ************ as they are always available and willing to help.
  
  Sincerely,
  
  Scott R.
  Consumer Relations
  Specialist
  

  Customer Answer

  Date: 02/18/2025

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** ******
  
  
  
  
  

• Initial Complaint

  Date:01/28/2025

  Type:Sales and Advertising 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.

  I have asked multiple times over the span of a couple years to be removed off your mailing list. I am still receiving mail to my home that is irrelevant. Remove my name and my address off your list.

  Business Response

  Date: 02/18/2025

  March 5, 2025
  
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 
  44147
  Attn: Melissa Neal
  
  File:    ******** – ***** *********
  Policy: N/A
  NAIC:  N/A
  The Progressive Group of Insurance Companies
  
  Hi Ms. Neal,
  
  Thank you for sharing Ms. *********’s reply
  to my February 18, 2025 letter that provided her mailing address.
  
  Today I’ve submitted the form to remove Ms. ********* from our mailing list. As
  a reminder it can take up to 6 weeks before the mailings stop.
  
  Best regards,
  
  Arlene 
  Consumer Relations Specialist
  

  Customer Answer

  Date: 03/10/2025

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *********
  
  
  
  Thank you. I approve this response. 
  

• Initial Complaint

  Date:01/27/2025

  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.

  Progressive insurance denied an accident claim stating that the driver lives with me and was not listed on the policy. 24 hrs prior to signing and obtaining car insurance on 6/28/24, I inquired if my 2 adult children needed to be excluded from the policy or do to their living status which both did not reside with me but used my address as a mailing address. Was told NO by the representative as long as they did not reside in the home. This call ALLEGEDLY was recorded for quality assurance but is now missing or can’t be located. On January 6, 2025, I was incapacitated and could not drive my vehicle after a dental procedure. I asked my son to go get my vehicle so it would not be parked on a private lot overnight and risk being towed. I have him permission to go get the vehicle and move the vehicle from the lot. While operating my vehicle, he was struck by a vehicle who loss control and spun into my vehicle. A second vehicle lost control and struck
  My vehicle a few moments later while my son was not in the vehicle but standing outside of the car. Progressive claims that my son lives with me and was not listed on the policy. The denies my claim for damages. As if 1/26/24 Progressive had not informed me of the denial but instead has me believing that the vehicle would be covered. The claim representative did not communicate properly throughout this process causing my vehicle to sit at the tow lot for over 23 days. When speaking with her(Samantha ******) on 1/27/25, she has concluded the car was not going to be covered on 1/9/25. Her supervisor did not offer an explanation for why this occurred other than saying my son lived with me when I completed the application for the policy. This is FALSE. Progressive has failed to prove that my son lived at my residence and failed to provide the proof from the phone recording that a representative said I did not need to include my children on my policy. I would like this matter looked in to and the claim reopened

  Business Response

  Date: 02/11/2025

  February 10, 2025
  Better Business Bureau, Inc.
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal
  
  File: ********/** ****** ****
  Claim: ************
  Policy: *********/Personal Auto
  NAIC: *********
  Progressive Select Insurance Company
  Dear Ms. Neal,
  Thank you for sending us the inquiry about Ms. ****'s concerns.
  Ms. **** purchased the policy online on June 28, 2024.
  In her inquiry, Ms. **** advised that she called us before purchasing the policy to
  inquire about her children who did not live at the policy address, but they received
  mail there. Ms. **** stated that we said that she did not need to add them to the
  policy.
  Ms. **** was unable provide to us our representatives name, the date or time of
  the call. She only advised that it was the day before she started the policy. Ms. ****
  began the quote on June 4, 2024, and activated the policy on June 28, 2024.
  Unfortunately, we cannot locate any associated call without the necessary
  information.
  By signing the Application for Insurance, Ms. **** agreed that she had listed
  everyone who we required to be on the policy at the time of policy inception,
  including all children living away from home who drive these vehicles, even if only
  occasionally.
  On January 6, 2025, Ms. **** reported the claim and advised that her son
  *********** **** was driving the 2016 Land Rover. Ms. **** did not list ***********
  as a driver on the policy. We assigned a file owner the same day and started
  working on the claim.
  On January 8, 2025, we spoke with Ms. ****. She asked if we needed to provide a
  release for the vehicle. We advised Ms. **** that it was required but also informed
  her that coverage was pending. While assisting Ms. ****, we reviewed the claim
  Consumer Relations Department
  300 North Commons Blvd Box G24
  Mayfield Village, OH 44143
  *****************************
  Page 2
  regarding the unlisted driver coverage issue. We noticed four cars on the policy, but
  Ms. **** was the only driver. We mentioned this newly discovered information to
  Ms. ****, and she became upset and did not want to continue the conversation
  regarding the coverage issue.
  On January 9, 2025, we spoke with Ms. **** to review the coverage questions.
  During her statement, Ms. **** stated that her son, ***********, travels for work
  most of the time, does not have any other residency but hers, and receives mail at
  Ms. ****'s address. She also advised that *********** comes home approximately
  four times a year and stays for a few days to a few weeks. Please note, the police
  report lists ***********'s address as Ms. ****'s address.
  On January 10, 2025, we requested a premium workup to determine if there would
  have been any material impact from Ms. ****'s failure to list *********** as a driver
  on the policy when she started it.
  On January 14, 2025, we advised Ms. **** that we were still investigating the
  pending coverage issue and would update her once we received additional
  information.
  On January 17, 2025, the premium workup showed that there would have been no
  significant impact on the premium. At that time, we reviewed the claim for denial
  due to the **** ******** **** ****** ************
  On January 23, 2025, management approved the denial of Ms. ****'s claim.
  On January 24, 2025, we communicated our denial decision to Ms. **** by
  voicemail and mail.
  I appreciate the opportunity to respond to this matter.
  
  Sincerely,
  Dante *********
  Claims Manager
  

• Initial Complaint

  Date:01/27/2025

  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.

  On Thursday I went to pay my monthly insurance of about $194.00. When I logged into the app I noticed that my bill was double what it should have been. I immediately called and was transferred to the underwriting department who informed me that they had taken the initiative to place my minor brother on my policy as my child. I immediately told them he had been excluded from my policy along with the other household members when the policy was created 9 months ago. They proceeded to argue with me that they had emailed me before they added him to my policy. I have no record of this email ever being sent. I immediately canceled my policy after hanging up with them. The agent Kirsten who canceled my policy informed me that I owed roughly $35.00 for him being added to my policy. I asked to speak to a supervisor and instead, she transferred me to the underwriting department who continued arguing with me.

  Business Response

  Date: 02/12/2025

  
  February
  12, 2025
  
  
  Better
  Business Bureau
  200
  Treeworth Boulevard
  Broadview
  Heights, OH 44147
  Attn:  Melissa Neal
  
  File:            ********/***********
  ******                              
  Policy:
          *********
  NAIC:          *********
  Progressive
  Select Insurance Company
  
  Hello
  Melissa,
  
  I’m
  happy to answer ************* question regarding the addition of some household
  members, and how that affected the policy.
  
  ************* policy began on April 30, 2024. I’ve included a copy of the Application and
  relevant Policy Contract pages that explains all person’s of licensing age (15
  years of age and older), residing at the policy address, must be included on
  the policy.
  
  On
  May 13, 2024, we sent a memo asking *********** to give us a call so we could
  verify information for some household members. On this date, we also sent an
  email letting *********** know there’s important policy information needing to
  be addressed.
  
  On
  December 12, 2024, we sent an email and memo asking *********** to call us to
  confirm unlisted drivers.
  
  Effective
  January 13, 2025, ******** ****** was added to the policy. We sent an updated
  Declarations Page, memo and email, explaining this action.
  
  On
  January 23, 2025, *********** spoke with our representative about the
  additional household members, and he confirmed they are all household members.
  Effective January 23, 2025, *******, and ****** were added as excluded drivers.
  An updated Declarations Page was sent. An email was sent letting Christopher
  know he’ll need to sign/return the Exclusion form for ******* and ******.
  
  Later,
  on January 23, 2025, *********** asked us to cancel his policy. We canceled the
  policy as requested. I’ve attached a copy of the Final Bill that demonstrates
  how the balance of $28.36 is calculated. Because there were no errors made,
  we’ve respectfully declined ************* request for a billing adjustment.
  
  I
  hope this helps provide clarification, and addresses ************* question.
  
  Best
  Regards,
  
  E.D.
  Consumer
  Relations Specialist
  
  Enclosure