Complaints

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

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• 

  Progressive Corporation

  6300 Wilson Mills Rd Mayfield Vlg, OH 44143-2109

• 

  Progressive Corporation

  300 N Commons Blvd Box Ohw92 Mayfield Vlg, OH 44143-1589

• 

  Progressive Corporation

  6085 Parkland Blvd. Cleveland, OH 44124

• 

  Progressive Insurance Company

  100 Griffin Road, Suite C Portsmouth, NH 03801

• 

  Progressive Insurance

  1200 Veterans Hwy. Suite 100 Hauppauge, NY 11788

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:03/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Policy number ********* was canceled march 8th,2025..The policy was scheduled to start on April 4th,2025.After Realizing I did not need the policy I spoke to another representative who canceled the policy..But progressive still tried to bill me for it even tho i canceled it..My bank rejected the payment twice and Now i am hit with a 20 dollars fee as a rejection fee because my bank rejected the payment.The rep never mentioned to me there was gonna be any fee with the terms of ach payment to progressive when a payment is rejected from the bank.I do not want to be billed for that as the policy was canceled less than 5 mins after purchasing the policy.....I want this issue resolved

  Business Response

  Date: 04/10/2025

  
  April 10, 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. *****’s concerns about his policy. I appreciate the opportunity to review
  the account and respond.
  
  On March 8, 2025, Mr.
  ***** bought his policy with us online effective April 4, 2025, making a
  payment of $120.51 through his checking account. He signed his policy documents
  online, including the application informing him of the Returned Payment Fee. He
  called on the same day and requested we change the effective date of the
  policy, but he needed to speak with our Insurance Verification Team for that
  request, but they were closed. We processed the cancellation effective April 4,
  2025, per his request. At that point, we planned on issuing him a refund for
  the down payment. On the same day, he started a second policy (*********),
  effective that day.
  
  On March 19, 2025,
  the financial institution returned the payment to us, so we applied a $20
  Returned Payment Fee. Before buying the policy, we informed Mr. ***** about the
  consequences when the bank doesn’t honor the payments. We also received a
  returned payment on the second policy for that down payment as well.
  
  On March 27, 2025,
  Mr. ***** made a replacement payments on the second policy, preventing
  cancellation.
  
  On April 3, 2025, Mr.
  ***** made a payment of $20 with this credit card for the remaining balance on
  the first policy.
  
  I know Mr. *****
  requested we remove the fee from the policy, but we are unable to accommodate
  that request. The payment returned without any error by Progressive. He started
  a policy online and submitted for payment, then cancelled it. Cancelling of the
  policy doesn’t stop the payment he submitted.
  
  If Mr. ***** has any
  other questions about his policies, he can call Policy Services at 800-888-7764
  as they are always available and willing to help.
  
  Sincerely,
  
  Scott R.
  Consumer Relations
  Specialist

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was involved in a motor vehicle accident on Feb 7 2025. I filed a claim with Progressive on 3/10 (the next business day). I was found to not be at fault and the other driver was distracted and struck me. Progressive had me set up with repair shop and towing right away which I am thankful for. However they failed to file a claim with the other drivers insurance for about one month. I was notified on a friday that progressive would no longer be covering my rental. I found out the following Tuesday, the day before the rental was up, that the claim was never filed. I learned this from a Ronald ********. WHo after admitting progressive dropped the ball and lead to this inconvenience refused to help me further. The claim was filed finally. The other insurance has been much more responsive and helpful during this time. Today (3/19) I spoke to the Representative from K2 the other insurance company in regards to pay out and they informed me that they just requested documents from progressive for the pay out. I sent progresive a message stating that I wanted to keep them informed due to their negligence with my claim already. I received a call from Emily ******* who was immediately hostile and aggressive. I was accused of yelling at her and talking over her. I asked for a supervisor and she refused before she hung up on me. I am astonished and appalled at the horrible service progressive has provided to me thus far. Due to the negligence of Progressive Auto, I had to pay to extend my rental out of pocket. and I feel this whole process was delayed due to their negligence and lack of communication. Ms. ******* stated to me that a claim was attempted to be filed however there was a mistake transcribing the numbers over the phone. I can understand that, however I was never notified of the mistake. At this point I became accustomed to the poor service, however how Ms. ******* spoke to me on the phone was completely out of line.

  Business Response

  Date: 04/03/2025

  
  April
  3, 2025
  
  
  Better
  Business Bureau
  200
  Treeworth Blvd.
  Broadview
  Hts., OH 44147
  Attn:
  Melissa Neal
  
  File:
  ******** **** ****
  Policy:
  ********* 
  Claim:
  ************
  NAIC
  *********
  Progressive
  Direct Insurance Company
  
  Ms.
  Neal,
  
  We
  received your inquiry of March 19, 2025. Thank you for forwarding                Mr. ****’s concerns about this claim.
  I’ve reviewed the file and I’m happy to provide additional information about
  what has happened so far.
  
  This claim was reported to us on February 10,
  2025, by our insured, Mr. ****. He  reported that another vehicle changed lanes
  and struck his 2024 Chevrolet Equinox, which is a vehicle listed on the Progressives
  auto policy.
  
  On February 11, 2025, we spoke with Mr. ****
  regarding what took place in the accident. We also scheduled a rental vehicle
  through Enterprise and scheduled the 2024 Chevrolet Equinox for repairs.
  
  On February 13, 2025, we completed the
  inspection. Because the length of repairs exceeded the 30-day rental policy
  limits, Mr. **** had to pay out of pocket rental costs.
  
  We finalized liability finding the driver of
  the vehicle that changed lanes into        Mr. ****’s vehicle to be at fault for
  the loss, and sent a subrogation demand to the at fault driver’s insurance
  carrier for the damages we paid out under Mr. ****’s policy along with his out
  of pocket expenses for rental, dog boarding cost, and car seat replacement
  cost. We are currently awaiting payment. Once payment is received for these
  items, we will then reimburse Mr. **** according to the at fault carrier’s
  payment.
  
  If you have any questions, please call me at
  ************ or I can be reached via email at ************************ .     
  
  Best Regards,
  
  Jon ******
  Claims Manager
  

• Initial Complaint

  Date:03/18/2025

  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.

  I’m extremely frustrated with how my car insurance policy has been handled. When I purchased the policy, I confirmed multiple times that I’m the only driver. Despite this, two unknown individuals — likely previous owners or tenants — were wrongly added to my policy. I paid the full 6-month premium upfront, yet now I’m being told I owe an additional $1,700 for these drivers I have no connection to.
  
  I was informed that I needed to submit an exclusion form, which I unfortunately missed. However, the deadline for that was only a month ago, and now I'm being held liable for two months of charges. This is completely unacceptable. I made it very clear from the beginning that I’m the sole driver, and I should not be penalized for something that was never my responsibility.
  
  I expect this to be corrected immediately. Please address this matter without delay.

  Business Response

  Date: 04/07/2025

  April 7, 2025
  Better Business Bureau, Inc. 200 Treeworth Blvd Broadview Heights, OH 44147

  Attn: Melissa Neal

  File: ******** - ***** ****** Policy: ********* NAIC: ********* Progressive Universal Insurance Company

  
  Dear Ms. Neal,

  Thank you for sharing Mr. ******** inquiry with us. I appreciate the opportunity to explain the situation and the steps we took to resolve it. On January 9, 2025, Mr. ****** reached out to update his car insurance policy. He informed us about his new vehicle and his move from Florida to Illinois. We confirmed his relocation and issued an Illinois policy. During the call, Mr. ****** mentioned living with relatives, ****** and ****** ****, but he was unsure if they had a policy with us or their birth dates. So, we added them as Excluded drivers. Mr. ****** confirmed no other household members of driving age were present, and we canceled his Florida policy. Shortly after, Mr. ****** asked to reinstate his Florida policy. However, realizing he lived in Illinois, our consultant helped him purchase the Illinois policy. We advised him on the importance of completing forms and online signatures. On February 18, 2025, since Mr. ****** hadn’t completed the Exclusion form, ****** and ****** **** were changed to Rated Drivers, increasing the premium by $1,486 for the period from January 9, 2025, to July 9, 2025. We sent revised documents to Mr. ******. On March 18, 2025, Mr. ****** called about the premium change, indicating five additional household members. He later retracted this statement and did not provide names. When informed they needed to be listed, he stated they no longer lived with him. On March 19, 2025, we received the signed Exclusion form, reverting ****** and
  

  ****** **** to Excluded drivers, decreasing the premium by $959.46. That same day, Mr. ****** requested policy cancellation, and we refunded $208.43 to his credit card. We understand Mr. ******** frustration and regret any inconvenience caused. Our actions were based on the information provided and policy requirements.

  If you need further assistance, please contact us at *****************************.

  
  Sincerely, Randa C.
  Consumer Relations Specialist

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing regarding my recent no-fault rear end collision claim which pertains to the
  collision that occurred on Feb 26th, 2025. The vehicle was bought on June 25th, 2024, on
  the Tesla App at approx. $54000 after tax and $49000 before taxes in the state of
  California. I paid an extra $2000 for the latest ultra red paint. With a mileage of 3,855
  miles, the car was almost brand new at the time of the collision. Progressive has deemed
  the car a total loss. Progressive is offering a settlement figure after a deductible of $1000 is
  $37,047.47 before taxes and $41,150.42 after taxes.
  I am not liable for any deductible (of $1000) since it's a no-fault Collison. I believe a more
  accurate figure for the repair costs or replacement value would be $45,745 before tax.
  Specifically, I would like to address the following:
  1.Vehicle Repairs/Total Loss Valuation: After seeking multiple repair estimates and
  considering the full extent of the damages with Tesla and being advised by local body
  shop, I believe the settlement offer is lower than the actual costs required to return my
  vehicle to its pre-accident condition or an appropriate replacement value. The vehicle was
  bought on June 25th, 2024, on the Tesla App at approx. $54000 after tax. I paid an extra
  $2000 for the latest ultra red paint. With a mileage of 3,855 miles, the car was almost
  brand new at the time of the rear-end collision.
  I would gladly and happily accept the offer if Progressive can help me find a single used
  car of the same mileage, same Ultra red paint and configuration from 2024 in the market to
  purchase at this time at this price of $37,047.47. Please find the Kelley Blue Book 2024
  Tesla Model Y Pricing Report dated 03/04/2025 of $45,745 before tax attached. I am not
  asking for a penny more. I am just asking for the car's value as per Kelley Blue Book's
  pricing report.

  Business Response

  Date: 03/31/2025

  
  March 31, 2025
  
  
  Better Business
  Bureau, Inc.
  200 Treeworth
  Blvd.
  Broadview Heights,
  Ohio 44147
  Attn: Melissa Neal
  
  File: ******** (****** ****)
  Claim: ************
  Policy: ********* (Personal
  Auto)
  NAIC: *********
  United Financial Casualty
  Company (California)
  
  
  Hello Ms. Neal,  
  
  We received your correspondence sharing ****** ****’s concerns
  with us. I appreciate the opportunity to respond.
  
  I reviewed Ms. ****’s February 26, 2025 claim
  involving Amit *************** 2024 Tesla Model Y, driven by her, and a 2023
  Dodge Ram 3500, driven by ***** *******, where we found Mr. ******* 100%
  at-fault for the loss.
  
  We confirmed coverage for this loss and extended Mr.
  *************** available Collision coverage. We completed an inspection for his
  Tesla and declared the vehicle a total loss. We ordered a valuation for the
  vehicle with the third-party company, Mitchell, who considered the vehicle’s
  year, make, model, options, mileage, condition, and equipment.
  
  The Tesla had pre-existing and unrelated prior
  damages to the passenger rear liftgate from a previous claim (25-950605043)
  that they didn’t repair. In that claim, we completed an estimate for the
  damages and issued Collision coverage payment of $3,079.91 after applying his
  $1,000 deductible. Mitchell applied a deduction to the exterior body condition
  of the vehicle for this damage not repaired, which we communicated with Ms.
  ****.
  
  We shared the settlement amount with Ms. ****,
  and she disputed the actual cash value (ACV) amount. Ms. **** disagreed with
  the deduction ($1,158.67) taken for the unrelated prior damages and that we
  applied deductibles for both claims.
  
  We explained to Ms. **** that we will continue to
  accurately reflect any unrelated prior damage on the valuation for this current
  loss and that deductibles apply to every loss event where coverage applies,
  regardless of fault determination. If Mr. *******’s carrier, ******, confirms
  coverage, and accepts liability for this loss, we can waive Ms. ****’s
  deductible for this claim.
  
  We considered documentation provided by Ms. ****
  and submitted the comparable vehicle listings provided to Mitchell for their
  review, but the ACV amount did
  not increase as the comparable vehicles did not meet Mitchell’s requirements.
  We agreed to honor our highest settlement amount with Ms. ****.
  
  I understand that Mr. ************* references
  Kelly Blue Book (KBB), but we disagree with any assertion that it lists the
  accurate market value (ACV) for his vehicle. It is our position that Mitchell’s
  valuation is fair and reasonable based on the available documentation while
  adhering to and consistent with California Code of Regulations 2695.8(b).
  
  Since Ms. **** continues to disagree with the
  valuation amount, we shared with her the available appraisal provision within her
  policy (page 25) with us, which I included below for reference: 
  
  APPRAISAL
  
  If we cannot
  agree with you on the amount of a loss, then we or you may
  demand an appraisal of the loss. Within 30 days of any demand for an appraisal,
  each party shall appoint a competent appraiser and shall notify the other party
  of that appraiser’s identity. The appraisers will determine the amount of loss.
  If they fail to agree, the dis­agreement will be submitted to a qualified
  umpire chosen by the appraisers. If the two appraisers are unable to agree upon
  an umpire within 15 days, we or you may request that a judge of a
  court of record, in the county where you reside, select an umpire. The
  appraisers and umpire will determine the amount of loss. The amount of loss
  agreed to by both appraisers, or by one appraiser and the umpire, will be
  binding. You will pay your appraiser’s fees and expenses. We will
  pay our appraiser’s fees and expenses. All other expenses of the
  appraisal, including payment of the umpire if one is selected, will be shared
  equally between us and you. Neither we nor you waive
  any rights under this policy by agreeing to an appraisal.
  
  In the event, she elects to pursue the appraisal
  option and hires and provides us with her appraiser’s information, we can
  proceed with the steps labelled in the provision noted above. 
  
  Regarding any medical expenses incurred from this
  loss, they have available Medical Payments coverage ($10,000 limit amount) on their
  policy with us that we can extend to Ms. **** if she would like to submit
  medical bills to us. In addition, Ms. **** has an option to file a Bodily
  Injury claim directly with ******.
  
  Regarding any loss of use or rental expenses, Ms.
  **** does not have Rental Reimbursement coverage on her policy with us, but she
  has an option to pursue loss of use and or submit any incurred rental expenses
  directly with ******. I included ******’s information below for reference:
  
            Claimant
  carrier: ******
            Claim#:
  ***********
            Reference#:
  ***************
            Representative:
  ******** *********
            Phone#:
  ************ **** *******
  
  
  I apologize for the concerns Ms. **** expressed,
  but rest assured we continue to manage her claim in a fair and reasonable
  manner while considering her applicable coverages and policy provisions.
  
  If Ms. **** has questions about her claim, she
  can contact Supervisor Kenneth ******** at ************ (****** **********************************) or Manager Lou ******* at 7***********
  (email: *********************************).
  
  Sincerely,
  
  Eric K.
  Compliance Manager
  
  

• Initial Complaint

  Date:03/18/2025

  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.

  12/03/24
  Automatic card notification sent
  
  To whom it may concern,
  
  I noticed that ** *** was added to my policy. I confirmed with my landlord, no such tenant resides on the property of *** *********** *** ******** ** 01002.
  
  I receive no prior email communication from Progressive regarding this matter.
  
  I am seeking for a refund of $674.49, and I request a requote on my policy. I do not wish to add any additional driver to my policy, and nobody else has the permission to operate my vehicle shown on the policy.
  
  Sincerely,
  ****** *****

  Business Response

  Date: 04/14/2025

  Hello, 

  April 14, 2025      
  
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal 
  
  File: ******** (****** *****)
  Policy: ********* (Personal Auto)
  NAIC: *********
  Progressive Direct Insurance Company
  
  
  Hi Melissa,  
  
  Thank
  you for sharing Mr. *****’s concerns about his policy. I appreciate the
  opportunity to review the account and respond.
  
  On
  October 23, 2024, we emailed Mr. ***** at the email address on file, *****.*********************,
  an Underwriting notice about a driver we found out about, ** ***. In this
  notice, we let him know we needed a response by November 13, 2024, or we would
  add them to the policy.
  
  On
  November 18, 2024, we added ** *** to the policy because we didn’t get a
  response to the previous notice, increasing the policy $674.49. We issued
  updated policy documents showing the changes and why.
  
  On
  December 10, 2024, we emailed a payment reminder for the $674.49 due on
  December 13, 2024.
  
  On
  December 13, 2024, we submitted for a payment of $674.49 from the credit card
  on file.
  
  On
  March 16, 2025, we issued renewal paperwork for the term starting on April 13,
  2024. This included the Declarations Page showing the added driver and updated
  term pricing.
  
  On
  March 18, 2025, Mr. ***** called in and spoke with our Underwriting Team. We
  confirmed that he has a roommate, but not the driver added. On the same day, we
  received a signed statement for the added driver, allowing us to remove them
  from the policy.
  
  On
  March 19, 2025, we removed ** *** from the policy effective the day we added
  her, decreasing the policy $674.49 on the previous term and $847 on the
  renewal. We issued a refund of $673.07 back to the credit card on file.
  
  I’m
  sorry for the frustration this situation caused Mr. *****, but I hope this
  information clarified what happened on the policy. We issued notices to let him
  know about the driver, but didn’t get a response. We received documentation
  later on that allowed us to remove the driver and return the pricing back to
  normal.
  
  If
  Mr. ***** has any other questions about his policy, he can call Policy Services
  at 800-888-7764 as they are always available and willing to help.
  
  Sincerely,
  
  Scott
  R.
  Consumer
  Relations Specialist

• Initial Complaint

  Date:03/18/2025

  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 am filing a complaint against Progressive Insurance for their failure to properly process my diminished value claim following an accident on [Accident Date] involving my 2023 Honda Accord EX.
  
  After filing my claim, Progressive initially issued a grossly inadequate payment of $266.40, despite the significant damage and repairs totaling $3,617.76, which included structural repairs and accident-related mechanical failure requiring additional work.
  
  I formally requested reconsideration and invoked the appraisal clause, yet Progressive has failed to provide any meaningful response. I have:
  
  Left multiple voicemails with the assigned adjuster, Sheneater, with no response.
  Followed up via email with the previous adjuster (Ronald), who assured me my case was forwarded, yet no progress has been made.
  Attempted to return the adjuster’s early-morning call outside business hours, but was sent to voicemail again.
  Despite my repeated attempts to communicate professionally and in good faith, Progressive continues to delay, ignore, and avoid handling my claim properly. At this point, I am requesting:
  
  All future communication be handled via email only for transparency and documentation.
  A fair reassessment of my diminished value claim in line with Georgia standards.
  Immediate action from Progressive to initiate the appraisal clause process, which I have formally requested.
  If Progressive continues to neglect my claim, I will escalate further by filing a formal complaint with the Georgia Insurance Commissioner and seeking legal counsel.
  
  I expect a prompt and professional resolution to this matter.
  
  Thank you,
  
  ***** ********** Claim #************
  Policy #*********

  Business Response

  Date: 04/01/2025

  
  April 1, 2025
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal
  
  File: ********/***** **********                                   
  Claim: ************ 
  Policy: *********/Personal Auto                
  NAIC: *********
  Progressive Premier Insurance Company of Illinois
  
  
  Hi Melissa,
  
  Thank you for sharing Mr. ************ concerns about his
  claim. I appreciate the opportunity to address them.
  
  We reached an agreement with Mr. ********** over his
  Diminution of Value claim. We worked through the appraisal clause to address
  his concerns and issued a payment of $4,000.
  
  If you have any questions, please feel free to call me at
  404-439-7251.
  
  
  Best
  regards,
  
  Daniel J. *********
  Claims Supervisor
  

  Customer Answer

  Date: 04/11/2025

  [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,
  
  
  
  ***** **********
  

  Hi Melissa,

  
  

  Progressive took care of my claim, and this issue has been resolved. Thank you so much for having my back and helping me straighten everything out. You guys are awesome.

  
  

  Sincerely,

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

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

   

  
  

• Initial Complaint

  Date:03/16/2025

  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.

  Back on Feb 2nd, 2025, I had a lady hit my car in a Walmart parking lot, she was found 100% at fault. Since then, I have been trying to get my claim resolved because she apparently had issues with her insurance. First off, I have been given very inaccurate information about when a resolution would happen almost each time, I have talked with someone I have been it would only be a few days and now we are almost at 2 months. I had the first initial adjuster pretty much of colluding with the lady who hit me as apparently, she only got her insurance the day before. Countless times I by not only the first claims rep but the 2nd one as well I was told that I would either get a follow up text or phone only to get none, 5 different times now I have requested a supervisor in claims and after waiting a very long time I get their voicemail, leave a detail message only to still have no one call me back. I have been told that even though I was not at fault that it would have to go against my policy and then there would be the possibility that I would get reimbursed and if I didn't it would go against my insurance as an at fault accident, all of which I have confirmed with claims departments from other companies that none of this is true and that they would have the ability of waiving my deductible since it was not my fault. None of this seems to matter even though this was not in the least bit of my doing as I can't get anyone to take this serious or even call me back. This experience has been the worst experience I have ever had with any company ever and has already made me cancel both my auto and condo policy. I am looking for anyone within the company to take this serious and help me resolve this as my car is a lease and is due back soon, which I have made very clear to the few people I have spoken with

  Business Response

  Date: 04/04/2025

  
  April 4, 2025
  
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal
  
  File: ********/******* *******
  Policy: ******** – Personal Auto
  Claim: ************
  NAIC: *********
  Progressive Advanced Insurance Company
  
  
  Hi Melissa,
  
  Thank you for bringing Mr. *******’s concern to our
  attention. I appreciate the opportunity to respond.
  
  On February 2, 2025, this claim occurred.
  
  That same day, we completed our liability determination, before
  we transferred the claim due to dual loss claim handling.
  
  On March 17, 2025, I received Mr. *******’s concern and contacted
  him to understand what we previously explained and addressed with him. I
  empathized with his concerns regarding the duration of the ongoing claims
  investigation.
  
  I confirmed that he requested not to use his own policy for
  the initially reported claim (************). We found the other party at fault
  for the accident, and liability didn’t cause delays in handling, as Mr. *******
  was not at fault.
  
  We reviewed that he still has the option to use his coverage,
  and we have not denied him coverage under his policy. We closed the original
  claim per his request, as he preferred to use the policy of the at fault party,
  who we also insure. The claim was active, open, and is undergoing a coverage
  investigation for our other customer, as we were handling it under a
  Reservation of Rights.
  
  I let Mr. ******* know we hadn’t finalized our investigation
  yet and how the other customer’s Policy Contract applies. I apologized for any
  delays and explained that we must adhere to the Policy Contract in order to
  have an accurate process.
  
  We consider Mr. ******* a third party claimant when seeking Property
  Damage from someone else’s policy and not his own policy. We cannot waive a
  deductible on his policy because we’re investigating coverage under the at
  fault party’s policy and had not yet completed our investigation.
  
  During our call, we also discussed that once we verify coverage,
  we’ll contact him to discuss who is the primary insurer for the other vehicle.
  
  Mr. ******* agreed to wait for a callback from me. I advised
  him that we’ll call ***** to confirm whether they afforded coverage or not.
  
  Later that day, we called Mr. ******* back, as we received
  verbal confirmation from ***** that they were elevating their coverage review
  to upper management for a coverage denial, as the vehicle owner sold the
  vehicle. They stated they would provide written documentation within the next
  two business days.
  
  In good faith, we took their verbal confirmation as a denial
  to expedite his claims process. We made this accommodation to save time instead
  of waiting for the physical letter from the other carrier.
  
  I let him know we would clear coverage and provide coverage through
  our customer’s policy.
  
  We resolved coverage and confirmed handling his repairs for
  his Property Damage claim. I confirmed Mr. *******’s shop of choice and
  contacted the shop to arrange for him to drop off his vehicle for repairs.
  
  We also scheduled a rental, and I advised him he could pick
  up the rental the same day he dropped off the vehicle for repairs. I text Mr.
  ******* his rental reservation code for Enterprise.
  
  Currently, we’ve addressed Mr. *******’s concerns. We’re
  monitoring the repairs of the vehicle, which are ongoing at ******* Collision
  in *******, Arizona. The shop's estimated time of completion is April 4, 2025,
  and they stated they’d update Mr. ******* if there are any changes to the
  repair completion date.
  
  I hope this helped to clarify the concern. If you have any
  questions, please feel free to contact me at 480-509-7764.
  
  
  Sincerely,
  
  Angie ********* 
  Claims Supervisor
  
  
  
  
  

• Initial Complaint

  Date:03/14/2025

  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.

  Unfortunately the day i update my plan with progressive February 28th 2025, a car hit my car. I filled a claim that night. Was in communication with theq rep Johnathan ****. I sent him all photos and info we received from the vehicle that hit the car. He was supposed to be contacting the other cars owner to get his insurance. Last i spoke with Johnathan was friday march 7th and he told me he will give me an update the lastest on march 11th. I didn’t hear from him so i check the app and found my claim closed with no explanation. I have been trying to call and leaving voicemails to him everyday since with no reply. I also tried to call customer service and they couldn’t help me with no explanation. I just bought this car on February 12th and paid $584 on my policy thinking I wouldn’t have any problems. I want to know why my claim is closed and what they are going to do to fix my vehicle.

  Business Response

  Date: 03/27/2025

  March 27, 2025
  Better Business Bureau, Inc.
  200 Treeworth Blvd
  Broadview Heights, OH 44147

  
  Attention: Melissa Neal

  
  File: ********/****** ******
  Claim: ************
  Policy: *********/Personal Auto
  NAIC: *********
  Progressive Direct Insurance Company

  
  Dear Melissa Neal,

  
  Thank you for sharing Ms. ******'s inquiry with us. We appreciate the opportunity
  to address her concerns.
  On February 28, 2025, Ms. ****** filed a claim after her vehicle was involved in a
  collision. She spoke with our representative and provided all the necessary photos
  and information. Ms. ****** wanted to pursue the claim through the other party's
  insurance to avoid paying her collision deductible. Initially we closed the claim
  without payment, however our file owner did not respond to Ms. ****** in a timely
  manner to inform her the process was still ongoing while the claim was in closed
  status.
  Upon further review, our claims supervisor found that the other party was
  uninsured at the time of the accident. This means Ms. ******'s Underinsured
  Motorist Property Damage coverage now applies.
  On March 18, 2025, we reopened the claim and transferred it to a local branch
  adjuster to resolve the issue. We called and left Ms. ****** a voicemail. She called
  us back and we updated her on the claim status.
  We are sorry for any delay in communication and any frustration Ms. ****** may
  have incurred. We are committed to resolving her claim promptly.

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

  
  Sincerely,
  Gloria B.
  Claim Response Coordinator

• Initial Complaint

  Date:03/13/2025

  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.

  I wrecked my 2022 grand Wagoneer 12/14/24. My car has been at tow yard unable, unable to be driven since then. I have had to rent a car and in the mean time I have lost my job of 15 years
  I reported the accident to progressive. I had hit a mailbox on way to work. I gave them a recorded statement then they told me they had to investigate. So I am going through separation from husband. He took all the money out of our joint account which had autopay on for progressive. On 12/14/24 around 8am I checked the mail since I work long hours as a general manager it had been a week or longer. I noticed mail from progressive. I seen that insurance hadn’t been paid and had been cancelled. So I got on my phone and immediately paid the bill from my personal account since joint he took all the money. There was a form I had to sign stating. Car had not been involved in accident. And I signed it and paid the money. This was at 922am. I immediately left for work ,which is like an 8 to 10 minute drive from my home. On way to work I hit mailbox at 930am but I had forgotten my phone at home and my car wouldn’t drive so I walked to my husbands workers house about 2 blocks away. He brought me back to site so I could call police but police was already there before I got back. I explained what happened and car was towed.
  I have done 3 recorded phone interrogations. Sent my cell phone records for the month of December per their request. I had to go to tow yard and take pictures and video of my car and send to them about 1 month after wreck. At one point Wanda my rep told me it was approved and where would I like to take it and next day she said still investigating. Now she wants my husbands workers name and number. My exes number and ring video footage from my house on that morning but he hadn’t been paying the monthly fee so none of it is recorded. I just need someone to help me.

  Business Response

  Date: 03/28/2025

  March 28, 2025
  Better Business Bureau, Inc.
  200 Treeworth Blvd
  Broadview Heights, OH 44147

  
  Attn: Melissa Neal

  
  File: ******** - ******* ********
  Claim: ************
  Policy: ********* – Personal Auto
  NAIC: *********

  
  Progressive Universal Insurance Company

  
  Dear Ms. Neal,

  
  Thank you for sharing ******* ********' inquiry regarding her claim. I appreciate the
  opportunity to address her concerns.
  On December 19, 2024, Ms. ******** reported an accident involving her 2022 Jeep
  Grand Wagoneer. She stated the accident happened on December 14, 2024, at
  9:30 a.m. CT. We started investigating coverage and liability as soon as we
  received the report. Our records show that her policy had been canceled due to
  nonpayment on December 9, 2024. However, we reinstated the policy at 9:21 a.m.
  on December 14, 2024, just minutes before the reported accident.
  Given the close timing between the policy reinstatement and the accident, we
  placed the claim under a Reservation of Rights. This allowed us to investigate the
  timing of the loss in relation to the policy reinstatement to confirm coverage. We
  have maintained communication with Ms. ******** throughout this process, informing
  her of her responsibility to mitigate any charges and storage fees related to the
  vehicle while the investigation is ongoing.
  Initially, Ms. ******** was not fully cooperative, leading to a conditional denial of the
  claim on February 28, 2025. However, on March 7, 2025, she expressed her
  willingness to cooperate, and we reopened the claim. We have since obtained
  statements from her and identified additional information and parties necessary to
  reach a final decision on coverage. We are actively working with Ms. ******** to
  gather the outstanding material evidence needed to resolve this matter.
  I understand that this situation may be frustrating. We are committed to resolving
  this matter as quickly and accurately as possible.
  
  If you have any further questions or need additional assistance, please feel free to
  contact me at 630-378-8909 or
  ******************************
  Sincerely,
  Andrew ******
  Claims Manager

• Initial Complaint

  Date:03/13/2025

  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 / Progressive Premier Ins Co of IL is pursuing payment for an insurance policy which I do not have with them on a Honda vehicle which I have never had. This is fraudulent.

  Business Response

  Date: 03/28/2025

  March 28, 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 about this policy.
  I appreciate the opportunity to address them.
  
  This policy was started on August 23, 2024, with Mr. **** as
  the Named Insured and only driver on the policy.
  
  We haven’t received any phone calls related to this policy
  since inception. If Mr. **** is stating this policy is fraudulent, he would
  need to call us to discuss the issues, so we can provide a resolution.
  
  Mr. **** would need to call Customer Service at 800-888-7764,
  at his earliest convenience, they are available 24/7 to assist him.
  
  
  Best
  regards,
  
  Alyssa
  Consumer Relations Specialist