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:05/05/2025

  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.

  am filing a complaint against Progressive Roadside Assistance regarding an overcharge on my towing bill (Claim #**************. The Progressive app clearly stated the tow destination was 17.5 miles, yet I was charged for 19 miles at $9.38/mile. I’m requesting a refund for the overcharge, as I relied on the app’s quoted distance when approving the tow. They owe me $14.07.
  
  Additionally, Progressive made it extremely difficult to file this dispute. I was first told to contact James **** by email, who then redirected me back to roadside service. After multiple calls, I was finally told to use a specific website to file my claim—information that should have been provided from the start. After wasting time inputting my info, the site wouldn’t allow submission due to a non-functional dropdown field. When I called again, I was told by someone named Scott to email him directly, and he would send me a case number. I never heard back.
  
  This lack of transparency and repeated runaround is unacceptable and not the first time I’ve experienced it with Progressive. Using Apple Maps to generate a mileage estimate and then billing based on Google Maps is deceptive. I’m seeking reimbursement for the difference in mileage charged and accountability for the poor handling of my complaint. Also, I have more attachments than BBB allows to upload to support my claim.

  Business Response

  Date: 05/19/2025

  May 19, 2025
  Better Business Bureau 2800 Euclid Avenue 4th Floor Cleveland, OH 44115-2408

  Attn: Melissa Neal

  File: ********/****** ******
  Policy: *********/Personal Auto-OR
  NAIC: *********
  Progressive Universal Insurance Company

  
  Hello Ms. Neal, Thank you for reaching out to us regarding Mr. ******’s roadside reimbursement inquiry. I understand the frustration involved.

  We partner with Agero, a vendor network, to assist our customers with roadside needs and reimbursement processing, as we do not have direct relationships with local roadside service companies. Our roadside coverage includes towing to the nearest qualified repair facility (NQRF). As an extension of benefits, we cover tows within a 15-mile radius of the disablement when the NQRF is within 15 miles. If a customer requests a tow beyond the NQRF, they are responsible for any overage fees. Our vendor's automated system calculates these fees using the best routes available at the time of service. If the customer agrees with the quoted amount, it is charged to the credit card they provide.

  On May 1, 2025, Mr. ****** requested a 20-mile tow service. Our vendor confirmed the distance using the disablement and destination locations noted in tow service pictures submitted by the local tow provider. Since the initial 15 miles were covered, he was quoted and charged a $37.50 overage fee for the additional 5 miles, as noted in his overage fee invoice.

  Although overage fees are not covered under our roadside coverage, our vendor agreed to refund the $37.50 to Mr. ******’s credit card as a one-time exception for any confusion caused. We ask that he allows 5-10 business days for the refund to reflect in his account. To clarify, only accident-related tows are handled by our claim’s representatives. We regret any confusion this may have caused.

  Additionally, since Roadside Assistance is a coverage, if our customers feel our vendor cannot meet their roadside needs, they have the option to secure their own service out of pocket and submit a copy of the invoice for reimbursement review, subject to the terms and conditions of the Policy Contract. This can be submitted directly via a link on our website or mailed to the address below:

  Roadside Assistance

  C/O Agero PO Box 9147

  Medford, MA 02155

  I appreciate Mr. ******’s feedback, which will be used by our vendor’s leadership to improve service for our customers in the future.

  Sincerely,

  Adriana **** ******** Response Coordinator

  
  

• Initial Complaint

  Date:05/03/2025

  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.

  Complaint Against: Progressive Casualty Insurance Company
  
  I am writing to formally dispute Progressive’s designation of my policy as fraudulent, and to request correction of my record.
  
  Roughly a year ago, I submitted a claim after discovering that my parked car—a red Toyota Corolla gifted to me by my grandmother—had been damaged in a Publix parking lot. I initially planned to pay out of pocket, but repair estimates exceeded $3,000, so I filed a claim online. Progressive immediately accused me of fraud, canceled my policy, and never paid out a dime.
  
  The fraud claim appears to stem from a minor accident my grandmother had over a year earlier, before I owned the vehicle. Progressive alleged my claim was linked to that old damage, even though the damage I reported was extensive and recent. I provided proof of shopping at Publix on the date in question and receipts for the repairs I paid for myself.
  
  Despite my appeals and evidence, the fraud label remained. Progressive gained nothing financially, yet this designation now threatens my ability to secure future coverage.
  
  My request is simple:
  
  Remove all fraud-related notations from my policy and internal records.
  
  Provide written confirmation that these records have been corrected.
  
  If this is not resolved promptly, I will escalate this to the Florida Office of Insurance Regulation and may seek legal counsel. I hope Progressive will recognize this was a misunderstanding, not fraud.
  
  Thank you for your attention. You may contact me at ************ or ********************* ********** **** ****

  Business Response

  Date: 05/15/2025

  May 12, 2025
  
  Better Business Bureau, Inc.
  200 Treeworth Blvd 
  Broadview Heights, OH 44147 
  
  
  Attn: Melissa Neal
  
  File: ********, **** **** 
  Policy: *********
  Claim: ************
  NAIC: *********  
  Progressive Select Insurance Company
  
  Hi Melissa,
  
  Thank you for bringing Mr. ****** inquiry to our attention. We appreciate the
  opportunity to address his concerns and explain our claim handling.
  
  On August 27, 2024, Mr. **** filed a claim, and we assigned it to a file owner
  the same day. We took a recorded statement from Mr. ****, and since this was a
  new policy, we requested documents to show when his prior coverage ended. On
  September 3, 2024, the file owner spoke to Mr. ****** agent about the prior policy
  and asked if there were any prior claims. The agent confirmed there were no
  prior claims and mentioned that Mr. ****** grandmother gave him the vehicle.
  
  On the same day, the file owner called Mr. **** again to ask for more details
  about the date of loss, as the loss occurred three days after the policy
  inception. Mr. **** advised that all damage occurred on August 22, 2024.
  However, the file owner explained that we had pictures from June 10, 2024,
  showing the damage on the car prior to the start of the policy.
  
  On September 9, 2024, the claims manager denied the claim due to Mr. ****
  misrepresenting the date of loss to gain coverage. The file owner's supervisor
  called Mr. **** to explain the reason for the denial. On September 23, 2024,
  the claims manager called Mr. **** again due to an escalation to reiterate the
  reason for the denial.
  
  Our claim's leadership team agrees with the claim denial and the handling/timeliness
  of the claim. We stand by our decision based on the evidence and information
  available.
  
  We understand this situation may be frustrating, and we regret any
  inconvenience it may have caused. If you have any further questions or need
  additional assistance, please feel free to contact me at
  ******************************
  
  Sincerely,
  
  Gloria ******  
  Claim Response Coordinator 

  Customer Answer

  Date: 05/15/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I appreciate the opportunity to respond to Progressive’s letter. Unfortunately, their version of events is not accurate and omits key details that significantly change the nature of this situation.
  
  1. Progressive falsely claimed to have spoken with “my agent.”

  In their response, Progressive states they contacted “my agent” for information about my prior insurance and claims history. That is incorrect.
  What they actually did was contact my grandmother’s prior insurance provider — without her authorization — to obtain information about her past coverage on the vehicle. I had just received this vehicle as a gift from my grandmother, and she no longer had it insured. They never spoke to my agent or reviewed my coverage history in context.
  
  2. I was aware of a minor prior scrape — not the damage I claimed.

  To be clear, I was aware that my grandmother had a minor fender bender — a superficial scrape from backing out of her driveway. It was barely visible and did not appear to be significant.

  However, the damage I later discovered and reported — which occurred at a Publix parking lot — was far more extensive and clearly different in location and severity. That was the basis for the claim I filed.
  
  3. Progressive denied the claim without ever inspecting the vehicle.

  Despite citing “photos from June 10,” Progressive:
  1. Never physically inspected my vehicle,
  2. Never verified whether the damage I reported matched their referenced image,
  3. And never shared the alleged photos with me at any point during or after the claim process.
  4. They made a fraud determination based solely on an unverified image and an assumption — without offering me an opportunity to clarify or providing transparency into the evidence they were using.
  
  4. When I tried to cancel the claim in good faith, they refused and retaliated.

  As the process dragged on and became increasingly adversarial, I decided to cancel the claim and cover the repair costs myself. When I informed Progressive of this, I was told directly:
  “You’re not canceling the claim. We’re canceling your policy because this is fraud.”
  That response was not only unjustified — it was retaliatory and coercive. I attempted to take a responsible, out-of-pocket approach, and instead was accused of fraud without investigation.
  
  Final Notes:

  I acted in good faith. I insured a vehicle gifted to me by a family member, reported damage I believed occurred while in my possession, and was honest throughout the process. I did not hide the minor incident my grandmother had — I simply reported different, more significant damage that I discovered after the vehicle was transferred to me.

  Progressive, on the other hand:

  1. Denied the claim without a single inspection,
  2. Refused to share evidence,
  3. Misrepresented who they spoke to,
  4. And retaliated when I tried to resolve the matter privately.
  
  I respectfully request that the BBB:

  1. Not accept Progressive’s response as factually accurate,
  2. Request Progressive produce the “photos” they claim to have used,
  3. And consider this matter for further investigation, as it reflects poor claims practices, a lack of transparency, and a hostile approach to policyholders trying to do the right thing.

  Sincerely,
  **** ****
  
  
  
  Regards,
  
  
  
  **** ****
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:04/30/2025

  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.

  When I acquired this policy I answered the question about drivers, being the only driver. Immediately I was sent a letter by Progressive accusing me of lying. They sent me the page to sign, with their envelope, which I mailed the 3rd day. So on April 10th I called Progressive to make sure they received it, they said they had no record but not to be concerned as it took them up to 3 weeks to record any changes through mail, we'll there's there 21 days they gave me to return the paperwork, so the lady at Progressive told me to make sure they got it to email it, sending it to them twice. I did so as you can see.
  Above and beyond this con job, I told them my husband **** *** lives in Texas, has for over 4 years, caring for his mother, and somehow let his license expire. So how is he driving the car here in TN. Second my son ****** has no license, just and ID, has never had a license, doesn't know how to drive. His grandmother bought him this car, in hopes one day he will drive it,as a gift of inheritance.
  Neither one is driving this car, and I rarely do. I can't understand a customer like me who paid in full insurance for 6 months, and no driving record, or accidents is being harassed and now to the point of madder than **** to deal with such a fraudulent claim against me. This is nothing but a shakedown for more money, and a real good chance of losing a good customer. It's ashamed they put money, and false claims over retaining a customer's business. This is not how I thought Progressive did business, I was with them for years, then they pulled a rate increase, and I left. I was giving them another chance and they just blew it. I called customer service today 4/30/2025, and all they wanted to discuss was me paying for something I'm not getting, and that's insurance on two people who are NOT driving this car.

  Business Response

  Date: 05/19/2025

  May 19, 2025
  Better Business Bureau, Inc.
  200 Treeworth Blvd
  Broadview Heights, OH 44147
  Attn: Melissa Neal
  File: ********/******* ***
  Policy: *********/Personal Auto
  NAIC: *********
  Progressive Mountain Laurel Insurance
  Dear Melissa Neal,
  Thank you for sharing ******* ***'s inquiry about her policy. I appreciate the
  chance to address and clarify the situation.
  We strive to ensure our customers have the right coverage. We list certain
  individuals on the policy during the application process, including the policyholder,
  their spouse, regular drivers of their vehicles, driving-age relatives living with them,
  and children who live away but occasionally drive the vehicles. We review consumer
  reports regularly to verify this information, and we found that ****** and ****
  might live with Ms. ***. We sent a memo on February 19, 2025, asking for more
  information. Since we didn't get a response, we added them to the policy on March
  4, 2025, effective the same day, and sent a new declarations page to show this
  update. This change decreased her rate by $1.71. Our policy contract explains that
  we can make these changes to keep things clear.
  When drivers are excluded from coverage, we need a signed form to keep them
  excluded on the policy. We didn't receive the exclusion form, so on March 29, 2025,
  we changed **** and ****** to insured status effective March 4, 2025, which
  increased the rate by $974.04. On April 8, 2025, effective March 26, 2025, we
  updated both **** and ****** back to excluded drivers, resulting in a decrease of
  $836.20. The remaining balance is $137.84 with these changes. The bill was due on
  May 7, 2025, and on May 9, 2025, we applied a $10 late fee.
  The balance due is valid because we didn't receive the exclusion forms by the due
  date, and the drivers were added to the policy. I understand Ms. ***'s concerns
  and regret any inconvenience this may have caused.
  Best regards,
  Consumer Relations Department
  300 N Commons Blvd Box G24
  Mayfield Village, OH 44143
  *****************************
  HM West
  Consumer Relations Specialist

  Customer Answer

  Date: 05/19/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  As you can see, I was the only insured from the beginning. They assumed a lie that my husband and son were driving, my husband was in Texas and my son doesnt drive. Now they want to penalize me for no response when I may not have even received the reject letter at all, it could of been delivered to another address like *** ***** **** **** which my mail carrier does very often. They just lost a customer as I dont trust this company anymore. I will be cancelling all my insurance policies immediately. (New world predictive drivers, doesnt matter if true, an assumption, true or not to shake down a customer for cash)
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* ***
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:04/30/2025

  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.

  signed up with progressive and my rates kept skyrocketing every month i asked to cancel my coverage only to find out im being charged over a matter of $172.44 and being threatened it’s going to a collections agency when i didn’t renew my policy

  Business Response

  Date: 05/15/2025

  May
  15, 2024
  
  
  Better
  Business Bureau, Inc.
  200 Treeworth Blvd.
  Broadview
  Heights, OH 44147
  Attn:
  Melissa Neal
  
  
  File:  ********/  **** ****
  Policy: *********/  Auto                                                      
  NAIC: *********/Progressive Paloverde
  Insurance Company
  
  Dear Ms. Neal,
  
  Thank
  you for sharing the customer's concerns with us. I appreciate the opportunity
  to provide clarity on the situation.
  
  
  We
  strive to ensure our rates reflect the most accurate risk assessments based on
  various factors, including claims history and vehicle usage. **** requested
  that we cancel his coverage, and we processed this request according to our
  standard procedures.
  
  Regarding the charge of $172.44, this amount reflects the balance due for the
  coverage period before the cancellation request. Our records show that ****** February and March were returned from the bank. He did make two partial
  payments but on March 25, 2025, we sent a cancel notice effective April 6,
  2025.
  
  The
  unpaid balance is based on the coverage provided during that time. We
  understand he did not renew the policy, but the balance pertains to the
  previous term.
  
  We sent notifications about the outstanding balance, and we aim to resolve any
  issues amicably. We encourage **** to address this balance to avoid further
  actions, such as referral to a collection agency.
  
  I regret any inconvenience this situation may have caused. If you need further
  assistance, please email *****************************.
  
  Best regards,
  
  Amy S. 
  Consumer Relations Specialist
  
  

• Initial Complaint

  Date:04/24/2025

  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.

  Upon entering into the lease with Progressive insurance, we had accepted roadside asstance program. I have an intoxalock device in the car which has failed on 4 different occasions. The tows were due to an issue with the device not the car. Progressive is now going to drop coverage because we used the roadside assistance "to many times in a month" which they had NEVER discussed would have been an issue. Now i'm being forced to find another insurance company within the time till may 3rd. All information, SUCH AS, the information regarding the limit of tows per time should have been disclosed at the time of the paperwork.

  Business Response

  Date: 05/02/2025

  April 24, 2025
  
  Better Business Bureau, Inc. 
  200 Treeworth Blvd 
  Broadview Heights, OH 44147 
  Attn: Melissa Neal
  
  File:    ******** - **** Lee 
  Policy: ********* – Personal Auto
  NAIC:  *********
  Progressive Hawaii Insurance Company
  
  
  Hi Ms. Neal,
  
  Thank you for bringing Mr. ***** inquiry
  about his policy to our attention. I appreciate the chance to clarify this
  situation.
  
  Mr. *** started his policy on March 31, 2025. During the first thirty days, he
  filed three roadside assistance claims. Our Underwriting team
  reviewed the policy and
  determined three claims within the first thirty days to be
  excessive and an unacceptable risk.
  
  Our policy contract allows us to cancel a
  policy for any reason if we mail notice within the first 59 days. I understand
  this isn't what Mr. *** wanted, but we can't change this decision. However, he can
  start a new policy with us anytime.
  
  I regret any inconvenience this may have caused.
  
  Sincerely,
  
  Arlene F. 
  Consumer Relations Specialist

• Initial Complaint

  Date:04/22/2025

  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.

  Open insurance claim for 3 weeks, no response from insurance adjuster or her supervisor in over a week despite leaving voicemails and emails. I am still waiting for reimbursment for my air bnb. Progressive is also still supposed to pay out the contractor and nothing has been done. The contractor has threatened to place a mechanics lien on my property if not paid by progressive.

  Business Response

  Date: 05/05/2025

  May 5, 2025
  Better Business Bureau
  Serving Greater Cleveland
  200 Treeworth Blvd.
  Broadview Hts., OH 44147
  File: ********
  Policy: ********* – ****** ********
  Claim: **************
  NAIC: *********
  American Strategic Insurance Corporation
  Dear Melissa Neal,
  Thank you for bringing our customer's inquiry, dated April 15, 2025, to our
  attention. Customer inquiries are important to us, and we appreciate the
  opportunity to address them.
  On April 5, 2025, we began contacting our insured to address her
  concerns about delays in communication, coverage uncertainty, and temporary
  housing accommodations during an uninhabitable condition caused by a failed
  plumbing stack. Initially, the cause of loss was unknown, requiring additional time
  to obtain the plumbing report and photos necessary to confirm whether coverage
  could be extended.
  On April 28, 2025, once we confirmed the cause of loss as wear and tear, we
  informed our insured that the policy does not cover repairs to the plumbing system
  itself but does cover resulting damages and necessary temporary housing under her
  Water Backup Endorsement and Coverage D (ALE). We issued
  payments, accordingly, including full reimbursement for her temporary housing and
  payment to the mitigation vendor for the covered cleanup work. We also extended
  housing during the repair timeline and worked closely with the insured and
  contractors to facilitate appropriate accommodations.
  
  Page 2
  If you need further information regarding this matter, please do not hesitate to
  contact our Complaint Resolution Department via email to
  *****************************. To guarantee a timely response, please be sure to
  include ***************************** on any responses or correspondence
  regarding this matter.
  Sincerely,
  
  Admir *******
  Claims Manager

• Initial Complaint

  Date:04/19/2025

  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.

  Progressive added one of our adult children to policy in April 2023 and even with proof of his drivers license and being insured with ***** for 2 years they have REFUSED to remove him from our policy. Even with proof citing a policy. When information that is asked for gets sent they change the rule of need which do not apply and continue to refuse to remove him.

  Business Response

  Date: 05/05/2025

  May 5, 2025
  Better Business Bureau, Inc.
  200 Treeworth Blvd
  Broadview Heights, OH 44147
  Attn: Melissa Neal
  File: ********/***** ****************
  Policy: *********/Personal Auto
  NAIC: *********
  Progressive Casualty Insurance Company
  Dear Melissa Neal,
  Thank you for sharing ***** ****************'s inquiry with us. I appreciate the
  chance to address her concerns.
  We know how important it is for our customers' policies to match their needs. In
  April 2025, we processed a claim and found that Ms. ****************'s policy didn't
  list all drivers. To ensure full coverage, we added ***** ******** on March 23,
  2025, and sent a new declarations page to show this update. This change increased
  the rate by $821.52, as outlined in the policy contract, which allows for such
  updates to keep everything clear.
  On April 21, 2025, we got the signed form to exclude ***** from coverage, which
  lowered the rate by $334.17. The next day, April 22, 2025, Ms. ****************
  canceled her policy, and we issued a refund of $519.14.
  We haven't received any more proof to remove ***** from the policy yet. I am
  sorry for any trouble this may have caused. If you have more questions, please
  reach out to me at *****************************.
  All the best,
  HM ****
  Consumer Relations Specialist

  Customer Answer

  Date: 05/07/2025

  [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,
  
  
  
  ***** ****************
  
  
  
  Hello!
  The complaint I placed against Progressive has been resolved. Thank you!
  ***** *******
  

• Initial Complaint

  Date:04/19/2025

  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.

  Policy Number: 980371721
  RE: Incorrect Information on Policy and Premium Reduction Request
  
  I received my Auto Insurance Coverage Summary and it was a revised Renewal Declarations Page – Notification that my policy period has changed.
  Under the outline of coverage, it states that my:
  • Annual Miles are: 6,000-7,999
  • Length of ownership when the policy started was at least 3 years but less than 5
  • I am enrolled in the Snapshot Program
  
  My current Odometer reading as of March 30, 2025 is 6628 (picture attached) which even at the bare minimum calculation of 6628 ÷ 3 years = 2209.33 miles traveled per year. This needs to be adjusted to reflect the limited number of miles I travel with my vehicle. I am enrolled in the Snapshot Program to get a better rate on my insurance but it keeps going up.
  
  If my concerns are not addressed, I will be forced to research other companies for my insurance options.
  
  I have sent hard copies of this letter to the Better Business Bureau and the Minnesota State Attorney General’s Office to solicit their assistance in this matter.
  
  Sincerely,
  
  ****** *. ****

  Business Response

  Date: 05/02/2025

  May 2, 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 Mr. ****'s inquiry about his policy. I appreciate the
  opportunity to address his concerns.
  
  Mr. **** began his quote online on April 24, 2024, and completed all vehicle
  and driver information. He then called us to finalize the quote with one of our
  sales reps. We issued policy documents showing the details of his policy.
  
  On
  August 10, 2024, Mr. **** enrolled in the Deductible Savings Bank, which
  increased his premium by $5.48, and we issued updated policy documents.
  
  We
  processed renewal paperwork on October 5, 2024, for the term starting November
  2, 2024, and issued new policy documents with policy details.
  
  Again,
  on April 7, 2025, we processed renewal paperwork for the term starting May 5,
  2025, and issued new policy documents.
  
  There was no error on our part as Mr. **** started the quote with the
  information provided. However, we updated the mileage effective the day we
  received his inquiry and request to update the policy. We hadn’t receive a
  request previously.
  
  On
  May 2, 2025, we adjusted the mileage based on the information received from Mr.
  ****, decreasing the current term by $0.88 and the renewal term by $12.
  
  While I understand rate changes can be frustrating, we strive to keep rates
  stable while adjusting them to meet business costs. This change affected all
  customers in Minnesota. We hope this explanation clarifies the situation for
  Mr. ****.
  
  If you or Mr. **** have further questions, please feel free to reach out to us
  at *****************************.
  
  Sincerely,
  
  Scott R.
  Consumer Relations Specialist

• Initial Complaint

  Date:04/18/2025

  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 driving to work at Tesla on I-80 East in Sparks. A vehicle in the left lane had their transmission blow up. I swerved to miss a piece of debris and it hit my tire giving me a flat and hitting the bottom side panel of my vehicle. There were pieces hanging under the vehicle. My husband got tired of having to drive me to work for 2 months so I Finally had *** * **** put the pieces back up so they didn't rip the side panel off if caught. There were 4 cars involved in the accident. Crash report # is ************. I had to purchase a tire for $91.21 and I got towed by **** to Discount Tires. ****** ****** *** whose Progressive Policy # is ********. I was assigned to Lauren ****** **************  She told me to send her pictures and took all of the info. The pictures weren't good enough so she sent someone associated with Progressive to take better pictures. The insured vehicle that was at fault had limited liability. Since, there were other people involved I was told that the money had to be split between all parties involved to pay all of the damages. It has been over 4 months that I have been trying to get money to get my vehicle fixed. I keep being told by Lauren that if I want things done faster that I should place a claim through my insurance company even though it wasnt my fault and I would probably get my insurance rate raised and I would also have to pay a $500 deductible unless my insurance could get them to pay it. The last time I spoke to Lauren was at 6:48 pm April 6th. I told her that this was ridiculous that it had been well over 3 months since the accident occured and told her that I wanted my car fixed what was the hold up. She said that one person never finished making a claim so until she does they can't do anything. So, I asked how long this could possibly take. She said that it could possibly take up to 4 years. This is just absurd. I just put a dollar amount in but I didnt pay to get the damage appraised so I am not sure.

  Business Response

  Date: 05/02/2025

  May
  1, 2025
  
  
  Better Business Bureau 
  Attn: Melissa Neal 
  200 Treeworth Blvd. 
  Broadview Hts., OH 44147 
  
  File:              ********/***** *******
  Claim:           ************/Personal
  Auto-NV
  NAIC:           ********* 
  Progressive Direct Insurance Company 
  
  
  Dear Ms. Neal,
  
  Thank you for allowing us to respond to your letter dated April 18, 2025. After
  reviewing ***** *******’s inquiry, I have completed a thorough review of the
  claim.
  
  On January 12, 2025, our customer reported the loss to us. After several
  attempts to reach our customer, we sent a Reservation of Rights letter on
  January 23, 2025, requesting their full cooperation with our investigation. We
  did not receive a response to this letter.
  
  On
  January 27, 2025, we received and reviewed the police report, identifying a
  potential Property Damage limits issue due to three claimant vehicles being
  damaged in this loss and our customer carried state minimum limits of liability
  for Nevada.
  
  To date, only Mrs. ******* and one other party listed on the police report have
  cooperated with us regarding their Property Damage claims. We received a
  subrogation demand from the carrier of one of the vehicles and completed an
  estimate on Ms. *******'s vehicle. We are still awaiting a response from the
  third vehicle owner to determine if a limits issue exists and if the damage
  will be handled at a pro-rated amount.
  
  On April 29, 2025, we sent a final contact letter to the third party,
  requesting contact within 10 days. If we do not hear from the third party by
  May 9, 2025, we will proceed with handling the damages of the two parties who
  have cooperated, up to our Property Damage limits.
  
  I trust this explanation provides the needed clarification.
  If
  you have additional questions, please contact us at *****************************.
  
  Sincerely,
  
  Jennifer ********  
  Claims Manager 
  
  
  

• Initial Complaint

  Date:04/17/2025

  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 submitted a claim through my homeowner insurance back in Feb due to a old issue in my home. Is, having a very hard time getting anyone to ,are a decision if I’m going to have coverage. They brought in a company who pretty much much me at fault but I’ve maimed my unit the best that I can. I was advised last week that it was sent to leadership and a decision should be made in 48 hours and it’s been 7 days all while I’m still getting sick as I have no where else to go and can’t afford to keep going to a hotel. I am asthmatic and I have ny 92 year old mother whom also is bring affected by this.

  Business Response

  Date: 05/01/2025

  April 30, 2025
  Better Business Bureau – Greater Cleveland
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  File: ********
  Policy: ********* – ******* ******* and ******* * *****
  Claim: **************
  NAIC: *********
  American Strategic Insurance Corporation
  Dear Melissa Neal,
  We received your request for assistance dated April 17, 2025. We appreciate the
  opportunity to address the policyholder’s concerns.
  On February 19, 2025, the policyholder reported a claim for mold growth in the
  coat/foyer closet, discovered on January 31, 2025, from an unknown source.
  On February 25, 2025, our assigned adjuster completed a field inspection. The
  inspection of the foyer/entry closet revealed stains and discoloration on the corners
  of the drywall above the baseboards. The affected wall shares space with the
  AC closet located inside the laundry room on the adjacent wall.
  The adjuster requested the policyholder’s HVAC invoice and mold reports,
  which we received on March 19, 2025. The policyholder provided a work order
  dated February 27, 2025, from ******* Engineers (HVAC company). The work
  order included complete air conveyance system remediation and cleaning on the air
  handler unit, blower wheel, coil, drain line, blower housing, and supply and return
  ducting. Their inspection at that time found no leaking from the AC drain line pan.
  We also received a mold testing report from the policyholder dated February 14 and
  March 3, 2025, completed by ***** Environmental.
  Neither the HVAC cleaning report from ******* Engineers nor the mold report from
  ***** Environmental determined the source of any microbial growth.
  
  Page 2
  On March 25, 2025, we assigned an independent indoor air hygienist (*** ****) to
  determine the cause and origin of the mold and conduct mold testing. We received
  their report on April 9, 2025, which identified chronic (30 days to years) air handler
  condensation dripping from the evaporator coil as the cause of the water damage
  and mold growth in the HVAC closet, coat closet, laundry room, and east bedroom
  closet.
  Our policy provides coverage for sudden and direct damages. The report concluded
  that chronic air handler condensation dripping from the evaporator coil caused the
  water damage and mold growth. The policy carries a limit on rot and mold-related
  damages. For this endorsement to be applicable, the mold or rot must be caused by
  a peril that is insured against. Based on our investigation, the microbial growth was
  not caused by a sudden and accidental event. For these reasons, we were unable to
  respond to this claim with payment.
  When this BBB inquiry was received, the claim was in the final coverage decision
  review process. We emailed a coverage declination letter to the policyholder on
  April 22, 2025. The adjuster called and spoke with our insured on April 22,
  2025, advising that coverage was denied. The resolution date was April 22, 2025.
  We received a mediation request on April 28, 2025, and we will reach out to the
  customer to gather any additional information and attend the mediation once a
  date is set. The coverage decision remains unchanged.
  We remain willing to review any new information. If you need further information
  regarding this matter, please do not hesitate to contact our Complaint Resolution
  Department via email at *****************************. To ensure a timely
  response, please include ***************************** in any responses or
  correspondence regarding this matter.
  Sincerely,
  Matthew ******
  Claims Manager