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Progressive CorporationThis business is NOT BBB Accredited.
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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.
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Submit a ComplaintThe 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:07/28/2022
Type:Billing IssuesStatus: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 April 3rd 2022 I paid progressive insurance company in full $1961 for an auto policy effective 4/11/2022-10/11/2022.
In June I started receiving a monthly bill for $269. I called customer service and was notified the price of my policy increased due to a multi policy discount being removed and there was nothing they could do.
I never agreed to obtain any policy with progressive other than an auto insurance policy. I paid for that policy in full and I expect it to remain in effect until its renewel date of 10-11-2022 for the price I agreed to and paid up front.
It is completely unreasonable for Progressive to take money up front from customers and then change the price in the middle of the policy. A reasonable and ethical approach would be to change the price of the policy at the renewal date with notification.
I am requesting a refund of any money paid over and above the $1961 that was agreed upon and paid up front for my auto insurance policy.Business Response
Date: 08/08/2022
August 8, 2022
Better Business Bureau, Inc.
200 Treeworth Blvd.
Broadview Heights, OH 44147
Attn: Kristie *****
File: *************** ******
Policy: *********/Personal Auto
NAIC: 155-11851
Progressive Advanced Insurance Company
Dear Ms. *****,
Thanks for sending Mr. ******’s
concerns on July 28, 2022. I appreciate the opportunity to explain what
happened.
Mr. ****** is correct, he did
purchase a policy with us for a six-month paid-in-full premium of $1,961.50,
which included a Multi-Policy discount due to having a Homeowner (HO) policy
(*********) effective April 4, 2022 to April 4, 2023. Unfortunately, the policy
was canceled at Mr. ******** request.
On June 2, 2022, we removed the
Multi-Policy discount effective April 11, 2022 as it no longer applied due to
the HO policy being canceled. This change resulted in a $269 premium increase
with us sending a Coverage Summary Page and memo to Mr. ****** advising him of
the change.
On June 26, 2022, we sent a
bill for $269 that was due on July 11, 2022. As we haven’t received his
payment, a $10 late fee has applied with him being billed for $279 that was due
by August 11, 2022. As the premium charged is correct, the balance remains due.
I hope this explains our
actions and hope we’ve haven’t given Mr. ****** any reason to mistrust us.
Yours sincerely,
Annie *****
Consumer Relations SpecialistInitial Complaint
Date:07/28/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My family and I were in a multiple vehicle automobile accident on 6/11/22 where one of progressives customers was at fault. I tried to have vehicle towed to my house and was told I couldn’t because insurance wouldn’t cover it. Vehicle was towed to a storage yard and I had to find a ride over an hour home, and back the next day to get some belongings from the truck. I filed claim with progressive and found out that I am responsible for 980$ in towing
/storage fees for my totaled truck. Also dr office visit for injury during accident. It is now 7/28/22 and I have not received any compensation as of yet, in fact, my claim representative Brendan ****** has been flat out ignoring my calls and texts for the past couple weeks. I had to make contact with his supervisor to get any information about the claim. Also, we seem to be in disagreement on the injury settlement for my leg that was injured during the accident. The way the claim has been dragged on has caused me to turn away several jobs at my small business, missed camping trips, and loss of income and a high amount of un-needed stress that is causing medical issues. As of now this claim looks like it will end in court with either the progressive or with the driver himself.
Claim number **********Business Response
Date: 08/04/2022
August 4, 2022
Better Business Bureau, Inc.
200 Treeworth Blvd
Broadview Heights, Ohio 44147
Attn: Kristie *****
File: ******** * ****** ******
Claim: ********** (Personal Auto)
NAIC:
155-11770
United Financial Casualty Company
Dear Ms. *****,
I'm
writing in response to your inquiry dated July 28, 2022, regarding an accident
with one of our customers and our customer ****** ******, which occurred on
June 11, 2022. At this time the claim is still being handled and pending due to
a limits issue that exists due to the damages sustained in the accident. This
was a 3-vehicle accident in which another vehicle in the loss was determined to
be a total loss by another carrier.
At
this time, we were advised of the pay-out for the other vehicle involved is
more than $38,000. We have also paid to have Mr. ******'s vehicle inspected and
moved, which resulted in an estimate of more than $3,000. Due to the limits of
our policy only being $25,000.
Currently,
we are waiting for all final demands from the parties involved to properly
pro-rate settlement offers for the damage sustained; as soon as these are
received, we will contact the involved parties to discuss a resolution.
Concerning
Mr. ******'s injury complaint, we have made multiple contact attempts, which we
feel are fair and reasonable given the extent of his reported injury and
treatment, we will continue to do so to resolve this matter.
If
you have any questions or concerns, please feel free to call me at
*************
Sincerely,
Jonathan
*******
Claims
SupervisorInitial Complaint
Date:07/25/2022
Type:Sales and Advertising IssuesStatus: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 am getting junk mail insurance offers. I have already applied to the OPT-OUT list two years ago, yet Progressive continues to send me junk mail. I have also called the customer service number 1-866-552-7542 and was assured I would no longer receive mailings. I just received another one today.Business Response
Date: 08/04/2022
August
4, 2022
Better
Business Bureau
200
Treeworth Boulevard
Broadview
Heights, OH 44147
Attn: Kristie *****
File: ************** ****
Policy:
na
Progressive
Insurance Company
Hello
Kristie,
Thank
you for sharing ******* feedback regarding unwanted mailings. I’m so sorry we’ve
caused some frustration. That’s certainly never our intent.
To
help, I’ve removed ***** from our mailing list. This will stop further mailings
from going out. Please allow 7 to 10 business days for this to take effect.
I’m
glad I could take care of this for *****.
If
you have any questions, please call me at *************
Best
Regards,
Eva
********
Consumer
Relations SpecialistCustomer Answer
Date: 08/04/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** ****Initial Complaint
Date:07/24/2022
Type:Billing IssuesStatus: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 enrolled in progressives safe driving snapahot program and installed there device in my car in feb 2022 i finished the program this month and returned the device to them i recieved there highest rating an A+ my account page says im getting $168 discount on my renewal i just recieved my renewal forms and there is no discount my rate acually went up i called them and was told they did give me the discount but did a revision of rates in my area so my rates went up so basiclly they gave me $168 discount but raised my rates over $200 i think this is some kind of scam to avoid giving me the discount i earned i got several quotes from other ins co and no one else has raised there rates for my area this has got to be illegal please make them give me the discount i earned and deserve thank youBusiness Response
Date: 08/04/2022
August 4, 2022
Better Business Bureau
200 Treeworth Blvd
Broadview Heights, OH 44147
Attn: Kristie *****
File ******** *** ** **** ***
Policy *********
NAIC 155-14800
Progressive Garden State Insurance Company
Dear Ms. *****,
We received your inquiry of July 24, 2022. Thank
you for forwarding Mr. ****** concerns about his policy. I’ve reviewed the file
and I’m happy to provide additional information about what’s happened so far.
Mr. **** started his policy with us effective February
13, 2022 at a six-month price of $550. When he started the policy, he agreed to
enroll in our Snapshot® Program at the time of policy purchase. This added a
first term only discount called the Snapshot Participation Discount. This
discount is put in place while we are collecting driving data to qualify the
customer for a more permanent discount based on their own driving habits. The
participation discount for this first initial policy period was $55.91.
During this initial policy per, Mr. **** removed
the Electronic Funds Transfer (EFT) payment option from his policy. This change
resulted in a revised policy price for the first six-months to $609.
On July 11, 2022, we sent a Renewal Offer for the
second policy period which is set to start effective August 13, 2022. The total
price is $593. This price takes into account the Snapshot Discount (as
calculated by Mr. ****** driving data) for $169, removing the discount would
result in a total price of $762.
I understand that Mr. **** feels that the policy
price should be lower altogether but there are other factors that affect the
price for the Renewal Offer. These include the removal of the Electronic
Signature Discount for signing policy documents online. This discount is only
offered the first policy period when the documents are required. The policy
Renewal Offer price was also affected by an increase in our overall rates for
the state of New Jersey. This rate change affected all our NJ customers. Rate
changes, whether increase or decrease, are needed to keep up with the costs of
claims. In most recent times, we’ve experienced increased claims costs due to
rising medical costs, vehicle repair costs and increased parts costs, and
increased rental costs due to the delays in getting parts.
I’m sorry for the inconvenience that this situation
has caused Mr. **** and we’re hopeful that he will continue his policy for the
upcoming renewal. If you have any questions, please call me at ************.
Best Regards,
Nancy *******
Consumer Relations SpecialistInitial Complaint
Date:07/22/2022
Type:Service or Repair IssuesStatus: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.
Car accident July 3rd no real injury LB Police Department did not come out, no report was made. I had two recorded statements made on me July 3rd, and July 4th, 2022 and I still attempted to make the report.
The adjuster Ariana ******* threaten me after I declared to take my vehicle to my own Autobody shop, and after I complained about her actions, she falsified who her Supervisor was, and had another adjuster contact me by the name KC ****** and they both attempted to mislead me. I did all the work as far as my claim, and I gotten the run arounds after being misled and being told I need to do extra to get my claimed approved. I went through several reasons to prolong my claim to even pulling perosnal and private phone records, and once I found out that KC ****** wasn't a Supervisor but an adjuster, she had me put under and insurance investigator, name Michelle ***, "
and pulled my rental car service in which all I pay for, in addition I pay for uninsured motorist, and I was hit by a hit and run driver. To make matters worse, I've constantly have to give unnecessary information to have my claim approved, and let alone everytime I give information, someone is on vacation or tries to manipulate the information given to prolong out my claim. I have filed a California Insurance Investigation and I have just contacted corporate office and I'm waiting for a call back or a response.Business Response
Date: 08/04/2022
August 4, 2022
******** *****
**** ******** ****** **
**** *****, CA *****
Hello Mr. *****,
I'm writing in reply to your letter to the Department of
Insurance. I have had an opportunity to review your file and will provide you
with an update regarding our coverage investigation.
This claim was reported to us on July 3, 2022, for an
incident reported to have occurred on July 3, 2022. The vehicle incident
involved your 2012 Dodge Challenger being driven by you, which you reported was
struck by another vehicle who fled the scene in **** *****, California.
We have been unable to verify the facts of loss as reported
by you.
The documentation that requested at this time includes the
following:
Your cellular voice call details for the dates of June 1, 2022 through July 4, 2022. (Must be in PDF format, any excel or word formats will not be accepted)
A subsequent recorded statement with Michelle *** once your cell phone records are in.
Unfortunately, you have not provided the requested
documentation in the needed format, and we are unable to resolve your claim
until that is in and a subsequent recorded statement has been taken.
In the event you wish to provide us with the documentation
listed in the reservation of rights letter that is being sent to you, please
contact Claims Supervisor Casey ******, at *************
You can also call me with questions at *************
Sincerely,
Amanda ******
Claims ManagerCustomer Answer
Date: 08/04/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that they have made deliberate false statements in response to the matter. I have gave then my pdf and contacted Progressive at my cellular provider store, show print outs of phone records and provided a recorded statement on July 27, 2022, at 9:00am in the morning. Progressive has harassed me, made numerous of false statements even on the recorded line. They have asked for information that has nothing to do with my accident and have prolonged my case even further. They offered to remove parts off my vehicle while paying someone or a 3rd party to declare an outcome of their desire. They have not picked up the vehicle and refuse to honor my rental car, even with proof of the accident. The phone record issues was resolved and I will be forwarding over emails between Progressive and I so you can see the truth. Progressive had attempted in bad faith tactics that are documented and its not proper protocols. On that recorded statement on July 27th 2022, Michelle *** falsely stated O have yellow paint on my car, asking me to change my statement while claiming they still pay out my claim, and when I requested the pictures of the damages on my vehicle, there was no yellow paint on my vehicle damages, so Michelle *** has told a lie on a legal recorded statement. Once my car was claimed a total lost, I received no proof of it and they have kept my total lost a secret from me and refuse to follow good faith insurance protocols and still pursuing to lie to me the client and prolong my claim by harrassing me and requesting unnecessary information outside my claim.Business Response
Date: 08/10/2022
August 10, 2022
Better Business Bureau Inc.
200 Treeworth Blvd.
Broadview Heights, OH 44147
Attn: Kristie *****
File: ********
Policy: *********
Claim: **********
NAIC: 155-11770
United Financial Casualty Company
Hello Kristie,
Thank you for sharing Mr. *****’ additional concerns
with us. I appreciate the opportunity to respond.
I apologize that Mr. ***** continues to disagree
with our investigation and has made assertions that we have mishandled his
claim, but we disagree. Rest assured the steps we have taken, the documentation
we have requested, and our review of all matters that are material to this loss
remain necessary for us to move his claim forward and finalize our
investigation.
We kindly request Mr. *****’ cooperation with our requests
and investigation so that we can move his claim forward; in addition, our requests are consistent with the
provisions listed in his policy with us on page 27-28 under PART VI – DUTIES
IN CASE OF AN ACCIDENT OR LOSS which states the following:
PART
VI—DUTIES IN CASE OF AN ACCIDENT OR LOSS
For coverage to apply under this policy, you or the person seeking coverage must promptly report each accident or loss even
if you or the person seeking coverage is not at fault. You or the
person seeking coverage must provide us with all accident or loss
information, including time, place, and how the accident or loss happened. You or the person seeking coverage must also obtain and provide us the names
and addresses of all persons involved in the accident or loss, the names and
addresses of any witnesses, and the license plate numbers of the vehicles
involved.
If you or the person seeking coverage
cannot identify the owner or operator of a vehicle involved in the accident, or
if theft or vandalism has occurred, you or the person seeking coverage
must notify the police within 24 hours or as soon as practicable.
A person seeking
coverage must:
1. cooperate with us in any matter
concerning a claim or lawsuit;
2. provide any written proof of loss we may reasonably require;
3. allow us to take signed and recorded
statements, including sworn statements and examinations under oath, which we may conduct outside the presence of you or any other person seeking
coverage, and answer all reasonable questions we may ask as often as we may reasonably require;
4. promptly call to notify us about any
claim or lawsuit and send us any and all legal papers relating to the
claim or suit;
5. attend hearings and trials as we require;
6. take reasonable steps after a loss to protect
the covered auto, or any other vehicle for which coverage is sought,
from further loss. We will pay reasonable expenses incurred in providing
that protection. If failure to provide such protection results in further loss,
any additional damages will not be covered under this policy;
7. allow us to have the damaged covered
auto, or any other damaged vehicle for which coverage is sought, inspected
and appraised before its repair or disposal;
8. submit to medical examinations at our expense by doctors we select as often as we may reasonably
require; and
9. authorize us to obtain medical and
other records.
I’m sorry this isn’t the answer Mr. ***** was
hoping for, but our position will remain unchanged that we are unable to issue
any payments for his claim until our investigation has been finalized and
coverage has been confirmed.
If Mr. ***** has questions regarding our
investigation or would like to provide us with the documentation, we have
requested he can contact Supervisor, Casey ****** at ************, Manager,
Amanda ****** at ************, or Special Investigator, Michelle *** at
************.
Sincerely,
Eric *******
Compliance ManagerInitial Complaint
Date:07/21/2022
Type:Service or Repair IssuesStatus: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.
Claim was made on 4/22/22 in regards of a hit and run accident. Police report, call logs, and photographs have been constantly requested and uploaded countless of times. Claim was then closed by progressive with no reason given as we have constantly uploaded the documents they have requested.Business Response
Date: 07/28/2022
July 28, 2022
Better Business Bureau
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115
Attn: Kristie Angel
File: **************** ******
Claim: ********** (Auto)
NAIC: 155-16322
Progressive Direct Insurance
Company
Hello Kristie Angel,
Thank
you for forwarding Mr. ******’s concerns.
I’ve reviewed the file and I appreciate the opportunity to explain our
claim handling.
The
claim was filed by our customer, Mr. ******, on April 23, 2022, for a loss that
was reported as occurring on April 22, 2022.
We spoke with the insured driver, Ms. ********** for her version of
events. She stated she walked out of the
salon and noticed the damages to the vehicle.
Ms. ********** stated an unknown vehicle struck her parked unoccupied
vehicle. The vehicle sustained damages
to the left side of the front bumper. Ms.
********** was found 0% at fault for the loss.
A
coverage investigation was warranted due to our customer lowering their
deductible from $1,000 to $300 within 30 days of reporting the loss to us. The claim was referred to our Special Investigation
Unit for further review. During the
course of the coverage investigation, conflicting information was presented about
the date of loss and specific documentation was requested by our Special
Investigation Unit that would assist with confirming the date of loss.
Multiple
attempts were made by us via calls, text messages, emails, and letters to
obtain the requested documentation from our customer during the time frame of
May 18, 2022 - July 22, 2022. We
received all of the requested documentation from our customer on July 25, 2022,
and we were able to afford coverage for the loss.
I
apologize for any frustration that Mr. ****** may have experienced. I am happy that we were able to resolve the
coverage investigation and move the claim forward.
If
you have any questions, please call at 440-910-0503.
Sincerely,
Gloria
B*****
Claims
Response CoordinatorCustomer Answer
Date: 07/28/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******* ******Initial Complaint
Date:07/21/2022
Type:Billing IssuesStatus: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 charging me for a car that is no longer on my policy and they will not adjust my bill. My July payment is nearly 700 dollars when it should be less than that if they properly adjusted my bill after removing the Kia k900.Business Response
Date: 07/27/2022
July 25, 2022
Better Business Bureau, Inc.
200 Treeworth Blvd.
Broadview Heights, OH 44147
Attn: Kristie *****
File: ********/****** ** *******
Policy: *********/Personal Auto
NAIC: 155-11851
Progressive Advanced Insurance Company
Hi Kristie,
Thanks for sending Ms.
********* concerns. I appreciate the opportunity to provide you with this
information.
Our records indicate that on
June 27, 2022, we deleted Ms. ********* 2011 Kia Sorento effective May 17, 2022
the day after loss. This resulted in a premium credit of $616.
Effective July 10, 2022, we
removed the 2002 Honda Accord, and the 2015 Kia K900, resulting in a credit of
$1,088.69. These changes revised her payment due on July 25, 2022 to $653.95
(includes past due amount still owed for changes). Her payment due in August
changed to $329.33, with the September payment being at $329.24.
On July 22, 2022, Ms. ******* added a 2017Nissan Versa, which resulted in an increase of $570.87 that will
also affect her payments due August and September.
I’m sorry for the inconvenience
this has caused and hope this information helps. If you should have any
questions, please email me at [email protected] or call me at *************
Yours sincerely,
Annie *****
Consumer Relations Specialist
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