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

5,760 total complaints in the last 3 years.
2,039 complaints closed in the last 12 months.

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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:08/12/2022
Type:Customer Service 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 would like to share my experience with extremely unprofessional employee from progressive insurance company - Daniel ****** , his email is a********************** , his phone number is ********** . I got in to the car accident and representative who is responsible for my claim is Daniel ****** . dealership received my vehicle on March 17 2022, I was able to speak to Daniel 2 times for the whole period , until today my car is still in a body shop , the mechanic is calling me every week because he can’t reach Daniel because of this he can’t finish work on my car and he needs Daniel ****** assistance. Daniel is ignoring all calls and emails from me , from body shop, from dealership and from other progressive representatives who also trying to help me, my car is in ******* Dodge Chrysler Jeep Ram in **** ******* ** for 150 days already, and it will takes more days and no one know how long because of unprofessional work of progressive insurance representative Daniel ******, I do not have car and my salary is less than I’m paying for rental car and taxi , I still have to pay all extremely huge bills because some one is not doing his job right , I can’t explain the whole stress I’m experiencing every day , Daniel ****** doesn’t know what is customer service mean, what it means to respect your work and clients , because of his negligent attitude to work, suffer customers and the reputation of the company
Business Response
Date: 08/19/2022
August
19, 2022

Better
Business Bureau
200
Treeworth Boulevard
Broadview
Heights, OH 44147
Attn: Kristie *****

File:             ********/******
*************
Claim:         **********
NAIC:           155-10192
Progressive
Select Insurance Company

Hi
Ms. *****,

Thank
you for the opportunity to address ******** concerns.

I’m
happy to report we’ve resolved ******** claim. I personally spoke with Yelena
and the repair shop. The repairs were delayed due to a national back order of parts.
Unfortunately, this is out of our control. The parts were received, and the mechanical
repairs are complete.

On
August 17, 2022, we visited the repair shop to review the final supplement and
billing. We reached an amicable resolution. ****** chose to have the body
damage repaired at another location at a later date because the dealership
facility being backed up and unable to complete the body work for several weeks.

Best
Regards,

Christopher
** ******
Managed
Repair Supervisor
Initial Complaint
Date:08/08/2022
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 purchased a vehicle on Friday from ******, paid to start an insurance policy per the dealerships orders. Then I paid my down payment on the vehicle and was told they couldn't make the sale as they didn't have the title for the car. I was immediately refunded my money from ******.

Then I immediately called Progressive to get my money back and stop the policy, and they agreed to refund the money.

Woke up, and stil hadnt been refunded from Progressive, so I called and checked in with them today, and they said it would be 2 weeks before I get my money back. I need my money to be able to start another policy this week, once ****** finds the title for the car they sold me. I can't wait until the 17th.

This entire situation has been awful.
Business Response
Date: 08/18/2022
August 18, 2022

Better Business Bureau Inc.
200 Treeworth Blvd.
Broadview Heights, OH
44147
Attn: Kristie *****

File: ********/ ******* ********
Policy: *********
NAIC: 155-16322/ Progressive Direct Insurance Company

Hi Kristie,

This response is in regard to a complaint filed by ******* ********, I appreciate the opportunity to respond.

Mr. ******** started his policy on August 5, 2022 with a down-payment
of $69.68. He canceled his policy the same day.

Our process is to hold a payment 12
days; Hold days are to ensure
payment(s) have cleared from customer's bank/financial institution before a refund
is issued.

A refund was sent to Mr.
******** on August 17th for $ 69.68.

I’m sorry for any frustration, that’s never our intention. If
you have any questions, please email [email protected].

Kind Regards,

Amy
******
Consumer
Relations Specialist
Initial Complaint
Date:08/05/2022
Type:Customer Service 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.
Below I have provided two separate estimates of my 2017 Hyundai Elantra. I had an incident on June 23 and was reported on June 27. Since reporting, they have quickly notified me, my insurance has gone up but moved slowly when approving my vehicle estimate. My car hasn't been worked on or repaired because the auto shop is still waiting for Progressive to approve everything so they can start.It has almost been two months and I still don't have a clear date when the estimate to be approved or when my car will be repaired.
Business Response
Date: 08/29/2022

August 29, 2022

Better Business Bureau, Inc.
200 Treeworth Blvd.
Broadview Heights, Ohio 44147
Attn: Kristie *****

File ID: ******** (****** *******)
Claim: ********** (Personal
Auto)
NAIC: 155-27804
Progressive West Insurance Company

Hello
Ms. *****,

Thank you for sharing ****** ********* concerns with us. I appreciate the opportunity to respond.

I’ve reviewed Mr. ********* June 23, 2022 claim involving his
2017 Hyundai Elantra, driven by him, that was involved in a single vehicle
accident. I hope you find this information helpful with providing an update.

I apologize for the concerns Mr. ******* expressed and any
delays he experienced with the repair process and the handling of his claim.

We have since completed a supplemental estimate for the
repairs to his vehicle on August 8, 2022 and sent a supplemental payment of
$2,461.87 on August 9, 2022. We have issued total Collision coverage payments
totaling $3,744.94 for the repairs to his vehicle to date and intend to continue
monitoring the repairs until completion on his behalf.

I’m sorry to hear
that Mr. ******* did not have the ideal customer experience. That is never our
intention. However, I’m happy to see that we have since moved his claim forward
towards resolution.

If Mr. *******
requires additional assistance, he can
call or email Representative, Brandon ****** at ************ (email: ****************@progressive.com), Supervisor, Jeremy ****** at ************ (email:
*************@progressive.com), or Manager, Frank ******* at ************.

Sincerely,

Eric *******
Compliance Manager
916-246-3219
Initial Complaint
Date:08/04/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had insurance with progressive for over 6 months. When I purchased my vehicle it was registered to an address in ********* County due to the information I had. I was not parking or keeping my vehicle in ********* I live in ** ****** ******. Progressive asked me for proof of address and raised my rate by over 200$ stating that I need to provide proof of address. My vehicle and myself are now registered to my home address in ** ****** county Maryland and progressive still refuses to change my address on file with them. I live with family therefore I do not have any utility bills or anything in my name with this address on it. Progressive is refusing to take anything that I can provide such as a letter from my family I have sent them a picture of my car parked at the address and they will not accept any of it.

I would like progressive to accept that my vehicle is registered through the MVA to my address in ** ****** county Maryland. I would like them to accept a notarized letter from the homeowners at this property as proof that I live here. I would like them to accept my pay stubs with my current address. They are refusing to accept anything I can provide and it’s honestly very unprofessional the way they are treating me I have a one year old son and I cannot afford 500$ a month for car insurance because they think I live somewhere I do not live!!!!!!
Business Response
Date: 08/22/2022
August 22, 2022

Better Business Bureau, Inc.
200 Treeworth Blvd.
Broadview Heights, OH 44147
Attn: Kristie *****

File: ************** ******
Policy: *********/Personal Auto
NAIC: 155-11851
Progressive Select Insurance Company

Dear Ms. *****,

Thanks for sharing Mr. ******** concerns. We know that cost is an important factor when it comes to choosing
insurance, and I’m sorry if we’ve given him any reason to mistrust us.

Unfortunately, under the
circumstance and information received from other sources, we required proof of
his garaging location. For acceptability, the proof must be one or two of the
documents noted in the letter we sent him on July 6, 2022 advising him of what
information was needed to avoid an increase or cancellation of the policy. I don’t see that we received valid proof, but
if Mr. ****** would like for me to review it, he can fax it to ************.
Unfortunately, as he canceled the policy, this will not result in
reinstatement.

On August 9, 2022, Mr. ****** spoke with our service consultant, and he indicated he lived with his in-laws.
When asked about his garaging location, he stated that he lived with his wife, and
wasn’t giving us any more information. Mr. ****** requested cancellation of the
policy effective August 8, 2022, leaving a balance due of $266.06 for coverage provided
up until that date.

I’m sorry for the frustration
this matter has caused as it wasn’t our intention. If you should have any
questions, please email me at [email protected] or call me at ************.

Yours sincerely,

Annie *****
Consumer Relations Specialist
Initial Complaint
Date:08/04/2022
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 pay monthly for Roadside service. I requested a tire change at 9 pm on August 3rd. I received at text at 933 pm advising Roadside had secured a company to change the tire in approximately 30 - 60 minutes. At 90 minutes I checked back and was advised it would be a longer wait. An hour later I again checked the status, "Rain" called to report she was not able to get a response from the provider. She delayed my assistance 20 minutes to reach the provider and call back. An hour later I again reach out, to get put in hold, ignore is more like it. Only to receive a text message stating the provider is no longer available. Five hours later, I get a call stating the only provider they have requires payment up front. Now, I have been awake for 24 hours. I have to be to work in 3 hours. Please tell me why I am paying more than $20 for this to happen. Almost a diamond member....you make it seem like a big deal. As I sit here in my car crying, over needing to get a tire changed I realize that I need a new insurance. One that actually cares and values me as a customer. Diamond no more!
Business Response
Date: 08/12/2022
August 12, 2022

Better Business Bureau
200 Treeworth Blvd
Broadview Heights, OH 44147
Attn: Kristie *****

File ******** ****** ********
Policy *********
NAIC 155-16322
Progressive Direct Insurance Company

Dear Ms. *****,

We received your inquiry of August 4, 2022. Thank
you for forwarding
Ms. ********** concerns about this policy. I’ve
reviewed the file and I’m happy to provide additional information about what’s
happened so far.

Unfortunately we don’t have direct
relationships with roadside service companies so we use a vendor network to
ensure a broader service area. The service providers are local, privately owned
roadside service companies therefore there can be instances in which service
can be delayed or accepted but later declined if a previous customer is still
being assisted. The expectation however is that the providers will notify our
vendor immediately or as timely as possibly when unable to go to the scene so
another provider can be dispatched.

We agree the level of service was unacceptable
and shared the concerns with our vendor, who will review the events and ensure
their leaders utilize the opportunities as a coaching tool. Further they will
be reaching out to Ms. ******** to apologize and address any additional
concerns she might have.

We appreciate Ms. ********** business and the
opportunity she took to let us know about her concerns. If you have any
questions, please call me at ************.

Sincerely,

Heather ******
Progressive Representative
Initial Complaint
Date:08/03/2022
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 took out a auto insurance policy for my ex wife after out divorce on a truck she took ownership over, and they knowingly kept the vehicle on my policy as well from sept 2019 until October 2021. We were both paying liability and uninsured motorists on the same truck for over two years. My premiums were over $250 per month. Also when i contacted them about this matter after realizing she was paying her own insurance, they were rude and not willing to admit any fault. They tried to nearly double my premiums when i took the vehicle off my policy after being with them for 10 years. After choosing to part ways with them they decided to reimburse me for less than half of what they owe me. I have truly been taken advantage of by progressive insurance. I want the rest of my money back that you took from me in premiums for those 2 years.
Business Response
Date: 08/24/2022
August 24, 2022

Better Business Bureau, Inc.
200 Treeworth Blvd
Broadview Heights, Ohio 44147
Attn: Kristie *****

File: ******** / ****** ******
Policy: ******** (Personal Auto)
NAIC:
155-44695
Progressive Paloverde Insurance Company

Dear Ms. *****,

Thank you for forwarding
Mr. ****** concerns to our attention. I appreciate the opportunity to explain.

I
reviewed Mr. ******** entire policy and found that on March 7, 2022, we
backdated the removal of the 2009 Chevrolet Silverado to November 26, 2019. On
March 7, 2022, we issued a credit of $213 in the form of a draft; this cleared
our bank on April 21, 2022. Any remaining credits applied to the policy since
it was not paid in full. Our call representative was correct that the premium
would increase due to the Multi-Car discount being removed.

I
understand this may not be the resolution Mr. ****** was hoping for and I
apologize for any frustration this may have caused. If you have any questions,
please feel free to contact me at [email protected]

Best
regards,

Shana
*******
Consumer
Relations Specialist
Initial Complaint
Date:08/01/2022
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.
Involved in an auto accident July 16, 2022 and filed claim. Called to review my policy coverage with representative. Found to not have comp or collision coverage on a financed vehicle. Received follow up call from Claim Manager. Explained I called June 23, 2021 while at the dealership to update policy to reflect lienholder, and prior June 17, 2021 updated policy to reflect new vehicle I would be purchasing. Claim Manager was able to pull calls from 06/23/2021. Summary of call: Customer called into Progressive, spoke to Insurance Verification team. Customer requested insurance binder be sent to dealership per dealership request. Progressive Agent verified accuracy of vehicle description and lienholder information. Towards end of call, Agent asked Customer if they would like to review their policy, Customer declined. Customer stated they looked at policy the week prior and was all set. At no point was customer advised of lienholder coverage requirements nor did customer refuse coverage. Because Customer opted out of reviewing their policy and did not ask insurance agent probing questions such as what coverage- specific requirements Lienholder has on 06/23/21 call, Progressive is not liable. However, the duty owed by an insurance company to an insured is fiduciary in nature. Insured contracted with Progressive to gain protection, peace of mind and security. As a general consumer reviewing their Verification of Insurance, I would have no questions as to whether I’m legally insured to drive this vehicle not only meeting State requirements, but those set forth by lienholder- as they are listed on said Verification. My Compulsory requirements were met and comp/collision was listed under "Optional Coverage" , I am not a licensed insurance agent, I trusted Progressive licensed agents for guidance and if I was lacking coverage I would have expected to be advised. Due to negligence, the agent brought on unnecessary financial risk to myself
Business Response
Date: 08/15/2022
August
15, 2022

Better
Business Bureau Inc.
200
Treeworth Blvd.
Broadview
Heights, OH 44147
Attn:
Kristie *****

File:
*************** ********
Claim:
*** *******
Policy:
*********
NAIC:
155-16322

Dear
Ms. *****,

I
have reviewed Ms. ******** complaint and I appreciate the opportunity to
respond.

Ms.
******** replaced her 2013 Infinity with a 2017 Jeep Wrangler on June 17, 2021,
using our online services. She elected not to have Comprehensive (Comp) and
Collision (Coll) on her Jeep, and she didn’t have Comp and Coll on her Infinity
before she replaced it.

Ms.
******** was involved in a loss on July 16, 2022, and she added Comp and Coll
to her Jeep on July 21, 2022, after the loss.

I
called Ms. ******** today about her complaint. I explained that I have the
transcript showing we sent verification of insurance to her lienholder, using
the address she provided when she replaced the vehicles in June 2021. Ms.
******** explained that the address she provided was incorrect.

Ms.
******** said she spoke to a Claim Supervisor, Samuel, and that he agreed to
send her a phone call that she placed to us after she replaced the vehicle. I
called Samuel and he explained that on the call, Ms. ******** called to get
verification of insurance. At that time, our representative asked if she wanted
to go over her coverages but Ms. ******** declined, stating she already did
that when she replaced the vehicles. I also let Ms. ******** know that we
record calls for our own purpose, we aren’t required to record nor provide the
phone call to customers. However, Samuel said he is requesting that the call be
saved and provided to Ms. ********, he will likely provide it to Ms. ********.

I
understand Ms. ******** is upset, and I wish I had better news. It’s our
customers responsibility to meet their lienholders requirements and ensure her
vehicle has the coverage they wish to have.

If you have any questions, please email [email protected].

Sincerely.

Amy ******
Consumer
Relations Specialist
************
Initial Complaint
Date:07/31/2022
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 CLAIMS they're always open and always here when you need them, right? So why on earth are they leaving a disabled female on a walker, her little baby girl, and their dog, all stranded on a sidewalk in 102° heat for the whole weekend! I even have loaner car coverage on my policy! But they just say, "sorry, the rental cars aren't available on the weekend, and insurance isn't really set up for catastrophes anyhow." REALLY?!!, that's EXACTLY what the purpose of insurance is, That's why I pay for Rental cars on my policy, but they're going to leave us stranded on the last day of the month with no money and no way to get home or even to a hotel with A/C so we don't end up dead like the other people that have already died here of heat stroke today! Progressive, you are immoral, uncaring, and in my opinion should be criminally liable for abuse and neglect! Been stranded 19 hours and counting! Even spoke to supervisor and got nowhere!
Business Response
Date: 08/09/2022
August 9, 2022
Better Business Bureau
200 Treeworth Blvd.
Broadview Hts., OH 44147

Attn: Kristie *****, Dispute Resolution Specialist
File: ******** * ****** *******
Claim: **********
Policy: ******** – Personal Auto
NAIC: 155-10194
Artisan and Truckers Casualty Company

Dear Ms. *****,
I am writing in response to your letter on July 31, 2022. I understand Ms. *********
concerns, and I am happy to address them.

On July 30, 2022, Ms. ******* reported to us online that her vehicle had been
vandalized. We spoke with her that same day and set up a tow from the residence
she was at, since her vehicle was unsafe to drive. We also set up a rental vehicle
reservation for her and advised that the rental companies were closed, and she
could pick up the vehicle on Monday August 1, 2022.

We spoke with her multiple times and explained that unfortunately, we have no
control over the hours that a rental car company is open. We assured her that the
rental vehicle would be available on Monday.

On August 1, 2022, we contacted her and provided the rental reservation number
again and the rental car company’s contact information.
I am sorry for her experience and I do understand her frustration. If we could have
provided a rental vehicle sooner, we most certainly would have been happy to do
so.

I hope this information is helpful. If you have any questions, please call me at ****
******** or email me at [email protected].
Sincerely,
Melissa *******
Response Coordinato
Initial Complaint
Date:07/30/2022
Type:Product 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.
This is regarding my claim of July 27,2021, Claim # **********. Progressive asked me to pay the $500.00 deductible to fix my car, and they reimburse when the case is closed. I accepted, and provide every information regarding the case in detailed to their Claim Agents: Tyland and Brian. The agents lied to me regarding the way they were handling the case for almost a year. From telling that they are trying to reach my lawyer and he is not getting back to them, to claiming that there was a video attached to the police report, and the fact that they contacted the police to get the report and there is nor report. All false attempt. Then I filed a complaint with the Progressive and Gina ******* called me and promised me to address the issue. She called back and started to repeat the stuff that the agents claimed and did not try to understand the fact that whatever the circumstances were, the agents mishandled the case and progressive need to step up and reimburse me the $500.00. She bluntly said that regardless she cannot do that.
and she asked me if I want to go to the small case court and file a complaint. I decided that I first approach BBB.
Business Response
Date: 08/03/2022
August
3, 2022

Better
Business Bureau, Inc.
200
Treeworth Blvd.
Broadview
Heights, OH 44147
Attn:
Kristie *****

File:    **************** ******
Policy: ********* (Personal Auto)
NAIC: 155-32786
Progressive
Specialty Insurance Company

Hi
Ms. *****,

I’m writing in reply
to your letter requesting additional information on our handling of this claim.

This is a matter
regarding the resolution of the above-mentioned claim. Our goal is to
investigate and resolve all claims accurately and in a timely manner. This loss
was reported to us by our insured, ******* ******, on July 21, 2021, with the
same loss date.

In relation to the
facts of loss, our insured driver turned right at an intersection with a green
light while the claimant coming from the opposite direction turned left on a
solid green light and failed to yield the right of way to our vehicle. We found
the claimant driver 100%
at-fault for the
accident.

We were unable to
come to a resolution with the other insurance carrier on liability, and our insured
then initiated the repair process through us. We paid for the repairs of our
customer’s vehicle less the applicable $500 deductible.

The police report was
adverse to our driver, and it stated that the officer viewed video of the
accident and noted our customer ran a red light, causing the accident. Our insured
received a citation from the police department in the mail with a court date
after the accident. We advised our customer that the officer viewed a video
attached to a red light and noted that in his observation write-up, which may
have been misconstrued by our customer to believe that there was a video
attached to the police report, which there was not.

We followed up with
our customer on September 30, 2021 and October 20, 2021, inquiring about the
results of the court decision. On October 20, 2021, our customer advised us
that the ticket was dismissed. We kept our liability decision 100% adverse to
the claimant due to this and advised our insured of the same.

The claimant’s
insurance carrier, ***** ****, filed intercompany arbitration against us on
January 21, 2022. We submitted the appropriate evidence to support our liability
decision. The independent arbitrator
found our customer 100% at-fault for the accident. As such, we had to pay for
***** ****** damages under our Property Damage Liability coverage. Based on the
binding decision, we couldn’t recover damages or reimburse our customer her
deductible.

Our subrogation
specialist then received a follow-up call from our customer in which she
mentioned issues with the handling of the claim. We then reached out to our customers attorney
on April 12, 14, 15 & 20, 2022, and we were finally given permission to
talk to our customer on the 20th. Our subrogation specialist then
reached out on April 25, 2022 and was able to talk to our customer about the arbitration
decision and that we did not have our her at-fault for the accident, we still
had the claimant at-fault, but the arbitrator’s decision was binding regarding
recovery/payment of the damages. Our customer then advised us that her attorney
got an amended copy of the police report after the hearing, but we searched for
an amended copy in May and June 2022, and we were unable to find one. The
attorney wouldn’t provide a copy.

Our supervisor, Gina
*******, spoke with our customer and listened to her concerns, and we then
reached out to the police department directly. The police department advised us
that no amended report was made by an officer. Gina ******* then called back to
discuss her findings regarding an amended police report, arbitration decision
and our attempts to find additional supports for her. We advised her that we
couldn’t reimburse the deductible based on our lack of recovery.

Yesterday, I reached
out to our customer and left a voice message. I advised that I understood her
concerns and that we would be reimbursing her $500 deductible back to her for
the issues this has caused. I told her to call me back directly if she had any
questions. I issued payment for her deductible. I heard back from our customer the
same day, and she was thankful for the reimbursement of her deductible.

I'm sorry for the
inconvenience this has caused. If you have any additional questions, please
call me at ***************

Sincerely,

Sean *******
Subrogation Claims
Manager

Customer Answer
Date: 08/11/2022

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.
Progressive contacted me and they reimbursed me for $500.00. I appreciate BBB help in this matter and understanding of the Progressive insurance management team.

Good to feel being protected.

Thank you

Regards,

******* ******
Initial Complaint
Date:07/30/2022
Type:Customer Service 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.
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I was hit on the driver side rear part of my car on June 6 2022. I decided to go through my insurance because progressive stated it would be faster for me to get a rental which I needed to get to work. My insurance coverage only covered 1 month car rental. I contacted progressive after the month was over and they told me that they had concluded the investigation and their customer was at fault. Even though they told me this, they stated they could not provide a rental. They told me that I could rent a car and they will reimburse via my insurance Geico. I did not get anything in writing stating they will pay. I have been out of a car for now going on 3 months. I am not sure when I am going to get my car back and this has put a tremendous hardship on me and my family. I have been riding a scooter and train to work. My son is about to go back to school and I will not have a way to pick him up. Even though Progressive has accepted liability they are not doing anything regarding the hardship that their customer has put me through for the past three months.
Business Response
Date: 08/17/2022

August
17, 2022

Better
Business Bureau
200
Treeworth Boulevard
Broadview
Heights, OH 44147
Attn: Kristie *****

File:             ********/******* *****
Claim:         **********
NAIC:           155-10192
Progressive
Select Insurance Company

Hi
Kristie,

Thank
you for sharing Mr. ******* concerns regarding the handling of his claim. I’d
like to share some details that I hope are helpful.

On
August 1, 2022, we spoke with Mr. ***** to discuss his vehicle repair and
rental. Mr. ***** elected to go through his carrier, Geico, for his vehicle
repair and rental. He informed us that his 2021 Cadillac is still in the shop
and repairs are almost complete. He also informed us that he has reached his
policy limits for rental coverage under his Geico policy. We explained the subrogation
process, and let him know we’re awaiting Geico’s subrogation demand, which will
include damage to his vehicle and rental charges. We let him know that he has
the option to obtain a rental himself and submit the invoice to Geico, who will
then submit the invoice to us with their subrogation demand. Once we receive
the demand, we will review it and make payment to Geico for money paid out for
all property damage and rental, up to our policy limits.

Mr.
***** requested something in writing confirming that we accepted liability at
100% and that we’d reimburse additional rental charges. We emailed Mr. ***** to
let him know we accepted 100% liability and will reimburse additional rental
charges in addition to the subrogation demand once received from Geico.
Mr.
***** responded to our email advising he understands the process.

Sincerely,

Henry *********
Claims Manager
Customer Answer
Date: 08/19/2022
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.

This is unacceptable, I was not at fault and the insurance solution is for me to come out of pocket with money I don't have to rent a car. I have not had my car since June 6. Do you know how much money I would have to spend to continue to rent a car for months. The assumption that I should cover this to get reimbursed who knows when, is insulting. This has caused a terrible hardship to my family. My son just started school and my wife is having to leave work early losing hours to pick him. So not only do I have to ride a scooter and the tri-rail (in the heat/rain) to work but now our household income is being affected. I just received confirmation from the mechanic shop that another part needed for the car will not arrive until the second week of September. I will be going on 4 months without a car. In the meantime I am still responsible for my car payment. How hard is it for progressive to pay for the rental if they are ultimately going to refund the said rental.

Regards,

******* *****

Business Response
Date: 09/01/2022
August
31, 2022

Better
Business Bureau
200
Treeworth Boulevard
Broadview
Heights, OH 44147
Attn: Kristie *****

File:             ********/******* *****
Claim:         **********
NAIC:           155-10192
Progressive
Select Insurance Company

Hi
Ms. *****,

As previously communicated, Mr. ***** elected
to go through his carrier, Geico Insurance for vehicle repairs and rental. He
informed us that his 2021 Cadillac is still in the shop and repairs are almost
complete. He also informed us that he has reached his policy limits for rental
coverage under his Geico policy. We explained the subrogation process to Mr. ***** and that we are awaiting the subrogation demand from Geico, which will include
damages to his vehicle and rental charges that were incurred. We informed him that
he may obtain a rental vehicle himself and submit the invoice to Geico and they
will submit it to us with their subrogation demand. We have Property Damage limits of $25,000. Once
we receive the subrogation demand, we will review it and make payment to Geico
for money paid out for all property damage and rental up to our policy limits
of $25,000.

Unfortunately, we are unable to make payments on this claim
until the repairs have been completed and we have received the final demand
from Geico.

We
apologize for any inconvenience and or hardship that this loss has caused and
if you have any additional questions, please contact us at *************

Sincerely,

Henry
*********
Claims
Manager
Progressive
Select Insurance Company

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