Business Profile

Insurance Companies

Progressive Corporation

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Complaints

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

Customer Complaints Summary

5,763 total complaints in the last 3 years.
2,041 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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: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.
Called after receiving a letter demanding I add the neighbors to my insurance policy. When I called I spoke to a person named Raf. When discussing the issues with this request, I asked to speak who is RAF’s supervisor. He was rude and refused to tell me. He placed a request for someone to call but could not tell us who. He was not able to help, and said we just have to wait.
Business Response
Date: 05/01/2025
May
1, 2025

Better Business Bureau, Inc.
200 Treeworth Blvd
Broadview Heights, OH 44147
Attn: Melissa Neal

File: ******** (******* ********)
Policy: ********* (Personal Auto)
NAIC: *********
Progressive
Direct Insurance Company

Hello Melissa,

Thank you for bringing Mr. ********'s inquiry to our attention. I appreciate
the opportunity to address his concerns.

First,
I'm sorry Mr. ******** had a negative experience with our Underwriting team. If
someone requests a manager in that department, the representative submits a
request to have someone from management call out to the customer. This request
is sent to a group of leaders, so the representative won't know who will
respond as it depends on that individual's availability. We should have
explained that better during that call.

On April 9, 2025, we sent an Underwriting notice to Mr. ******** about drivers
we might need on his policy, with a due date of April 30, 2025. During a call
on April 17, 2025, he spoke with our Underwriting Team and revealed that he had
two roommates not listed on the policy. We confirmed that the individuals
mentioned in the notice were not part of his household. He asked to speak with
a supervisor, and we informed him of a 48-hour callback window, though we
couldn't specify who would call.

Unfortunately, because we didn't receive the necessary information about his
roommates, we issued a nonrenewal notice on April 17, 2025. A supervisor from
the Underwriting Team contacted Mr. ******** on April 18, 2025, explaining the
need to list his roommates on the policy. He declined, and we informed him of
the date his coverage would end if the information wasn't provided.

I understand this situation may have caused inconvenience, and I regret any
frustration experienced. If you have further questions or need assistance,
please feel free to contact me at *****************************.

Sincerely,

Scott R.
Consumer Relations Specialist
Initial Complaint
Date:04/16/2025
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.
There're mainly 2 issues:
1) I consulted about adding a driver 3 months ago. The progressive agent mistakenly took this as adding a member of household, and sent me a request to add Category A information about the person even after I no longer need to add this person as a driver. This mistake led to a further cancellation of my auto policy without NOTIFYING me in advance.
2) I tried to correct this mistake by contacting their sales department & state licensed agent & underwriting department. Sales and state licensed agent both claim this can only be fixed by underwriting, but underwriting can only be contacted by email, and they always give me a templated response asking me to provide Category A information about the person without even reading the email content.

Problem is the person only visited for a week and I am not able to (and should not) provide such personal info to Progressive. So I'm seeking assis***ce to resolve this issue.
Business Response
Date: 05/01/2025
May 1, 2025

Better Business Bureau, Inc
200 Treeworth Blvd.
Broadview Heights, OH 44147
Attn: Melissa Neal

File: ******** (****** ***)
Policy: ********* (Personal Auto)
NAIC: ***-*****
United Financial Casualty Company

Hi Melissa,

Thank you for sharing Mr. ***’s inquiry about his policy. I appreciate the
opportunity to review the account and respond.

On January 29, 2025, Mr. *** called us about adding his father to the policy.
During the call, he informed us that his father lives in the home but only has
a passport for identification. We explained that we needed to add his father to
the policy, but we wouldn’t cover him as a driver due to the lack of a driver’s
license. However, we still required his father on the policy because he resides
in the home. Mr. *** disagreed with this information, mentioned he would shop
around, and disconnected the call. During this call, we confirmed the correct
email address on file for communication. He was already participating in our
Paperless Program, requesting that we send all documents and bills to the email
on file.

After the call, we added Mr. ***’s father based on the information received and
our driver requirements. We added his father to the policy as an excluded
driver, and this change didn’t affect the pricing. We issued updated policy
documents and mailed an Exclusion form to the address on file. The Underwriting
notice we issued stated that we needed the form returned by March 3, 2025, or
we would set up the policy for cancellation.

On March 7, 2025, we issued an Underwriting Cancellation notice because we
never received the requested forms, listing a due date of March 31, 2025.

On March 31, 2025, we canceled the policy as we never received the requested
forms for the added driver. We issued a refund of $404.51 back to the credit
card on file.

On April 9, 2025, Mr. *** started a quote online, but we submitted the
application to our Underwriting Team for review. They are requesting more
information about possible drivers on the quote, as it doesn’t list his father,
despite the information received in January. He will need to work with our
Underwriting team to move that quote forward if he can provide the requested
documentation or update the quote.

I unders***d the frustration this situation may have caused Mr. ***, but I hope
this information clarifies what happened with the policy. He informed us that
his father lived in the house, and we explained our driver requirements.
Unfortunately, we never received the requested forms, despite communicating
through the confirmed contact information listed on the policy.

If Mr. *** has any other questions about the policy or would like to update the
quote, he can contact Policy Services at 800-888-7764. They are always
available and willing to help.

Sincerely,

Scott R.
Consumer
Relations Specialist
Customer Answer
Date: 05/01/2025
[A default letter is provided here which indicates your accep***ce 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:04/16/2025
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.
This business is continuously allowing persons to fraudulently insure their vehicles under my home address. This has happened multiple times with multiple vehicles and persons. I have called and requested the policy holder be forced to show proof of residency. I have told them I do not know any of these people and they continue to allow this. I am fed up with the fraud.
Business Response
Date: 05/02/2025
May 2, 2025

Better Business Bureau, Inc.
200 Treeworth Blvd
Broadview Heights, OH 44147
Attn: Melissa Neal

File: ******** - ****** Mulligan
Policy: N/A
NAIC: N/A
Progressive Group of Insurance Companies

Dear Ms. Neal,

Thank you for sharing ****** ********** inquiry with us. I appreciate the
chance to address her concerns.

On March 25, 2025, Ms. ******** contacted us about an issue with her address
being used incorrectly on someone else’s insurance policy. We quickly reached
out to our customer and the address was updated.

We appreciate Ms. ******** for informing us
about this issue. We regret any inconvenience this may have caused her.

Sincerely,

Arlene F.
Consumer Relations Specialist
Initial Complaint
Date:04/15/2025
Type:Product 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 canceled my insurance on 4/8 and am expecting a refund. First, I was told bank was holding it than on 2nd call, told check was in mail. Why, when they had my debit card info was refund not sent directly into my account? Amount is 134.88 and I need my refund back.
Business Response
Date: 04/28/2025
April 28, 2025
Better Business Bureau, Inc.
200 Treeworth Blvd
Broadview Heights, OH 44147
Attn: Melissa Neal
File: ******** - ********* ********
Policy: ********* – Personal Auto
NAIC: ***-****
Progressive Universal Insurance Company
Dear Ms. Neal,
Thank you for bringing ********* ********’s inquiry about her refund to our
attention. I appreciate the chance to address her concerns.
On April 4, 2025, Ms. ******** made an Electronic Funds Transfer (EFT) payment
to us. She then canceled her policy on April 8, 2025. We have a standard 12-day
hold period for EFT payments.
On April 16, 2025, we refunded $134.88 to her bank account.
I understand Ms. ********’s concern about the refund process. The 12-day hold
period ensures the security and accuracy of transactions. We sent the refund to the
bank account on file as soon as the hold period ended.
I hope this explanation helps Ms. ******** understand the timeline and process. If
there are any further questions or if you need assistance, please feel free to reach
out to me at ******************************
Best regards,
Randa C.
Consumer Relations Specialist
Initial Complaint
Date:04/14/2025
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.
When I started my car insurance with progressive I was at a $1,000 deductible but when I refinanced my vehicle through my bank it was recommended that I lower my deductible to $500 ( not mandated). I took the recommendation and on March 3rd of 2025 I hit a deer on my way home. I did not file police report nor did I need a tow. The front driver side of my vehicle is dented in and still has the deer hair inside. The claim adjuster Desiree stated she needed a document that stated why there was a change and when I called my lien holder they stated they DO NOT HAVE A LETTER OR TEMPLATE FOR THAT AND THEY FIND IT ODD THAT THEY WOULD ASK FOR IT. So that went on for a while and when I had no choice but to call my lien holder again and nice young man said he will generate a letter and send it out ( nothing has came yet). Since then Desiree and her management team have don’t NOTHING BUT LIE.
The first lie was - that the letter was needed
the second lie was -I started off with a 2,000 deductible.
The third lie - I WASN’T covered for the date of the accident!

This company has cancelled my claim without even sending someone out to look at my car and without them doing what they are supposed to do which is investigate, ask questions , contact the RIGHT people! Now, my car is getting worse and I have no choice but to drive it! I want my claim paid , Desiree reprimanded for her lack of service and understanding, I want my car fixed from the accident and any damages caused by me driving it after I reported my claim and they refused to do their job and most importantly a word with someone above her and her management team because they all lack the ability to understand the details of their job!

And also if this claims goes unresolved I will file a civil suit and seek more than just damages at that point for peoples job, payment for wrongful denial and pain and suffering.
Business Response
Date: 04/28/2025
April 28, 2025

Better Business Bureau, Inc.
200 Treeworth Blvd
Broadview Heights, OH 44147
Attn: Melissa Neal

File:    ******** - ****** *****
Policy: ********* – Personal Auto
Claim: ************
NAIC: *********
Progressive Universal Insurance Company

Dear Ms. Neal,

Thank you for sharing the inquiry regarding Ms. *****' concerns. I appreciate
the opportunity to provide clarity on this matter.

On March 3, 2025, Ms. ***** reported that her vehicle collided with a deer
earlier the same date.

Further investigation was necessary as she
had adjusted her comprehensive coverage deductible from $2,000 to $1,000 on
February 11, 2025.

Our claim investigator spoke with Ms. *****
for a detailed recorded interview and requested the necessary documents to
confirm the timeline she provided surrounding the date of loss.

Unfortunately, we have not received the
required documentation to proceed with the claim. As a result, we conditionally
denied the claim. If Ms. ***** provides the requested documents, we will gladly
review them and continue with the investigation.

We have communicated with Ms. ***** about the necessary steps to complete our
investigation. I understand the frustration this situation may cause, and I
assure you that we are here to assist Ms. ***** further.

If you have any additional questions or need further assistance, please feel
free to contact us at ******************************

Sincerely,

Jessica ********
Claims Manager
Initial Complaint
Date:04/13/2025
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.
Progressive is the company that insured the driver who hit my vehicle. The car had damage to bumpers and they tore my vehicle apart to see if the vehicles bumpers were worth fixing. They did not tell me that they would be taking my whole vehicle a dissembling it to see if worth fixing. They weren’t transparent about the rental they gave me. They want me to pay deductible and claim on my insurance. They have called me at work one of them not going over options just telling me I have to surrender vehicle. They want me to take lower than what my car is worth if I keep it. The auto body shop doesn’t have my vehicle assembles and I do not have vehicle. When I talked about stress and my ptsd they told me that I couldn’t have PTSD if I wasn’t in vehicle. Even though there was a car in my yard for several hours just sitting in it. I don’t feel that I should have to pay for rental damage since I only had a rental because of their driver hitting my car and the time it took for them to take my car apart. Also the claims specialist told me originally it was covered not to get any other insurance.
I have not been able to go to work because of transportation. I have been told I have to pay for things when I was not any part of the accident. I was sleeping in my home. They have been condescending and seem to try and take advantage of my situation. Why would you take a car apart? I drove the car for over a 1.5 months before they looked at vehicle.
Business Response
Date: 04/28/2025
Our response is attached. Thank you.
Business Response
Date: 05/07/2025
Our response is attached. Thank you.
Customer Answer
Date: 05/07/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23198756, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Dear Ms. Neal,
Progressive is not being transparent with BBB. The back end of my car was hit. In order to deem the car a total loss they took action on parts of the vehicle not related to accident to be able to deem the car a loss. I just received a email from progressive saying they are looking this over. They are also well aware that my financial company will not allow me to keep vehicle unless they full amount of pay off. I would still owe 10,000 on vehicle and would have to come up with that amount to keep vehicle. Not once did they explain any options. They should not be taking responsibility for my AC, or any other part of my vehicle that didn’t involve accident. If they can’t reverse the total loss they should have to cover full cost of vehicle pay off price. The result of their actions would impact my life in a negative way and cause harm to myself and my family. This situation has caused me anxiety, depression, I have missed work when I didn’t have car. They have had several people involved in this situation playing hard ball and making demands and another apologized and tried playing nice to build my trust.,I never authorized a take down of my vehicle. They refuse to take accountability for the stress and loss of wages. They knew my financial company would not allow me to keep vehicle. They had no plans on giving me the vehicle back. When I called for it they wouldn’t allow at first. I filed a complaint on Caliber as well. The quote they gave for repairs clearly shows that they added several items not related to accident. The price of labor was the highest cost. They did not allow we to get a second opinion.
they also have told me in emails that they are reevaluating things.

Regards,

Jennifer Andrews
Initial Complaint
Date:04/12/2025
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.
On 4/3/25 I transferred full coverage from my old vehicle to my new vehicle on the Progressive online app. And was paying cost for coverage with additional $500 on my policy. On 4/10 I called Progressive to make a claim. They told me I did not have coverage and are denying me coverage. They allowed me to transfer the coverage through the online app which was also requirement through our leinholder, then took the coverage away. When speaking to the Policy supervisor about the issue to get the coverage they said that this feature should not even be allowed on the app because they have issues with it. They took my coverage away and are denying me coverage.
Business Response
Date: 04/28/2025
April 28, 2025

Better Business Bureau, Inc.
200 Treeworth Blvd
Broadview Heights, OH 44147
Attn: Melissa Neal

File: ******** - ****** Alexander
Policy: ********* – Personal Auto
Claim: ************
NAIC: *********
Progressive Universal Insurance Company

Dear Ms. Neal,

Thank you for bringing Ms. *********** inquiry to our attention. We appreciate
the opportunity to address her concerns.

On April 10, 2025, Ms. ********* filed a claim. We took a recorded statement
from her on April 11, 2025. Our file owner informed her that she lacked
first-party coverage, so her damages would not be covered. We denied the claim
because she did not have Collision coverage at the time of the loss.

Ms. ********* added her vehicle to the policy using our online app but did not
choose Collision coverage. She has not paid a premium for this coverage, which
is why it does not apply to her loss.

We apologize for any frustration Ms. ********* may have felt. We aim to ensure
our customers have the right coverage and encourage them to review their policy
details carefully when making changes.

If Ms. ********* needs additional assistance, she can contact us at 1-800-776-4737.
We are here to assist with any further questions or concerns.

Sincerely,

Gloria ******
Claim Response Coordinator
Initial Complaint
Date:04/11/2025
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.
My auto insurance policy was paid in full to 5/1/25, i sold the vehicle no 4/2/25 and cancel the auto insurance policy on the same day and they charge me a $30.00 fee witch is not in the insurance policy. I asked customer service why should I keep insurance on a vehicle that I no longer have?
Customer Answer
Date: 04/11/2025
I had a six month auto insurance policy with progressive insurance for my auto. My auto insurance policy was paid in full for six months. I solid that vehicle on 4/2/25 , and canceled the policy on the same day 4/2/25 . Progressive gave me a refund for the remainder of the policy, which was for maybe a month and they deducted $30.00 from my refund so call cancelation fee witch is not in the policy contract. I am seeking $30.00 that they owe me.
Business Response
Date: 04/25/2025
April 25, 2025

Better Business Bureau, Inc
200 Treeworth Blvd.
Broadview Heights, OH 44147
Attn: Melissa Neal

File: ********/***** ******
Policy: *********/Personal Auto
NAIC: ***-*****
Progressive Premier Insurance Company of Illinois

Hi Melissa,

Thank you for sharing Mr. ******’ concerns. I appreciate the opportunity to
address them.

On October 18, 2024, Mr. ****** purchased a policy with us, set to begin on
November 1, 2024. On the same day, he signed his Application for insurance,
agreeing to the terms and conditions and confirming the accuracy of the
information provided. The Application, under the section labeled “Other
Charges,” stated that we would charge a $30 cancellation fee if the customer
cancels the policy during the first term for any reason.

Mr. ******' policy term was from November 1, 2024, through May 1, 2025. On
April 2, 2025, he canceled his policy with us, which was within the first
policy term. While we understand he sold the vehicle and no longer needed the
insurance, he wasn’t insured with us long enough for us to waive the $30
cancellation fee.

We’ve attached a copy of the Application Mr. ****** signed that explains the
fee. I’m sorry for any frustration this may have caused Mr. ******.

Best regards,

Alyssa
Consumer Relations Specialist
Initial Complaint
Date:04/10/2025
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.
I have photographic proof and a witness statement that a person insured through Progressive hit my car and ran. Progressive has already sent me an appraisal of what they should be paying. The witness described the person driving, plus any other information they had, was given to Progressive. However, Progressive claims they can’t get into contact with the driver and is refusing to settle my claim. I want the damages done by their client to my car paid for! My insurance is already showing Progressive’s client as at fault, they need to pay for damages.
The silver Nissan is the car insured by Progressive and is the car at fault for hitting me. The red Ford is my car, and the car I need Progressive to pay damages for.
Business Response
Date: 04/22/2025
April 22, 2025

Better Business Bureau, Inc.
200 Treeworth Blvd
Broadview Heights, OH 44147
Attn: Melissa Neal

File: ******** (****** ****)
Policy: ********* (Personal Auto)
Claim: ************
NAIC: *********
Progressive **** Insurance Company (California)

Hello Melissa,

Thank you for sharing Ms. ****'s concerns about her claim. We appreciate the opportunity
to address her concerns and explain our claim handling.

On April 11, 2025, we contacted Ms. **** to explain the status of her claim. We
have been trying hard to reach our customer. We made phone calls, sent text
messages, emails, and letters, and contacted the Agent on Record, but we
haven't been able to reach them. We have a pending coverage issue, requiring
their cooperation.

We looked at all the evidence Ms. **** and the witness provided, but it doesn't
identify the driver by name or date of birth. Unfortunately, we can't clear
coverage or liability until we get a statement from our customer directly. We
sent a Reservation of Rights letter to them and all listed drivers under this
policy, asking them to contact us as soon as possible to resolve the claim
investigation.

We spoke with Ms. ****, and she understands the situation and will wait for our
final decision. We also informed her carrier, *****, about the pending concerns
and issues with the claim. We apologize for any inconvenience this caused Ms.
****.

If you have any more questions or need help,
please feel free to contact me at ******************************

Sincerely,

Gloria ******
Claim Response Coordinator
Customer Answer
Date: 04/29/2025
[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:04/10/2025
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.
Progressive insurance added someone in my auto insurance policy without explicit consent. And collected extra 150 dollar a month for around a year. The person was not living in USA anymore during entire duration of the charges and the person's international travel record and visa documents proves it from government website. After I noticed and even though I gave legitimate proof their customer Representatives refuse to give me back full amount.
Business Response
Date: 04/23/2025
April 23, 2025
Better Business Bureau
200 Treeworth Blvd.
Broadview Heights, Ohio 44147
Attention: Melissa Neal
File: ********/***** ******
Policy: *********/Personal Auto
NAIC: *********
Progressive Direct Insurance Company
Dear Ms. Neal,
Thank you for your letter dated April 10, 2025, and for sharing Mr. ******’s
concerns. I appreciate the opportunity to respond.
Throughout the life of a policy, we review consumer reports to verify information so
that we can accurately rate the policy and determine if we need to make any
changes based on updated information provided by the reports. We typically verify
driving history, claims history, and any persons associated with the policy address
that the policy does not already list.
On April 10, 2024, we emailed Mr. ****** a memo advising him that he might need
to list **** ******* on his policy. We asked Mr. ****** to call our Underwriting
Department on or before May 1, 2024. We indicated that if we didn’t hear from
him, we’d add the driver to ensure accurate coverage.
On May 10, 2024, we emailed Mr. ****** a notice advising him that we recently
asked him to contact us regarding Mr. *******. Since we weren’t able to get in
touch, we added him to the policy. This change resulted in an increase of $322.11
from May 10, 2024, to September 7, 2024. Mr. ****** called to discuss Mr.
*******. We advised that to remove Mr. ******* from his policy, Mr. ****** would
need to send us proof of residency for Mr. ******* or complete a signed statement
stating that Mr. ******* does not reside in Mr. ******’s household, nor does he
operate or have access to operate Mr. ******’s vehicles.
On February 19, 2025, Mr. ****** called stating that Mr. ******* was out of the
country, is not a household member, and was only using the address for mailing
purposes. He also advised that he has some contact with Mr. ******* and will try to
get the proof of residency information. We advised Mr. ****** to call us back, and
we could issue him a signed statement if he needed that. We informed him that

with the signed statement, we would not be able to backdate removing Mr. *******
from the policy. Please note that with the signed statement option, we would
remove the driver based on when we receive the signed form back.
On February 20, 2025, we received proof of residency for Mr. ******* and removed
him from Mr. ******’s policy, effective March 7, 2024. This resulted in a decrease of
$739 from September 7, 2024, to March 7, 2025, and a decrease of $647 from
March 7, 2025, to September 7, 2025.
On March 4, 2025, we mailed a draft to Mr. ****** in the amount of $739. The draft
was cashed on March 13, 2025.
We applied the $647 credit to the renewal premium, reducing the renewal rate from
March 7, 2025, to September 7, 2025, to $812.
I understand Mr. ****** is not pleased with our process. Unfortunately, due to our
claims experience, we have found it necessary to be diligent in pursuing possible
unlisted drivers who may be living in our customers' households. This process helps
us to keep the cost of doing business down.
If Mr. ****** has any policy questions, he can call our policy services anytime at
800-888-7764, or he can chat Monday through Friday, from 5:00 a.m. to 12:00
a.m. ET (excluding holidays).
I hope this helps to explain our policy handling and address the concerns raised by
Mr. ******.
If you have any questions, please feel free to email ******************************
Sincerely,
Danette E.
Consumer Relations Specialist

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