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 Insurance Coorporation

  PO Box 22031 Albany, NY 12201

• 

  Progressive Casualty Insurance Co.

  19-02 Whitestone Expressway Whitestone, NY 11357

• 

  Progressive Insurance Company

  7520 Astoria Blvd Ste 130 Flushing, NY 11370

• 

  Progressive Insurance

  1401 Route 52 Ste 200 Fishkill, NY 12524

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:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I originally signed up for car insurance through progressive for my 2016 Kia Sportsge I added the inclusion of collision insurance with a 1000 dollar deductible. Since the accident this morning progressive through it’s application and website shows me not having this collision insurance. Also within the claim for the accident this morning progressive says I didn’t have collision during the accident either.

  Business Response

  Date: 03/05/2025

  March 5, 2025
  Better Business Bureau, Inc.
  200 Treeworth Blvd
  Broadview Heights, OH 44147
  Attn: Melissa Neal
  File: ********/****** *****
  Policy: *********/Personal Auto
  Claim: ************
  NAIC: *********
  Progressive Direct Insurance Company
  Hello Ms. Neal,
  Thank you for reaching out to us regarding Mr. *****'s inquiry.
  We reviewed Mr. *****'s policy and claim. On August 15, 2024, Mr. ***** added
  the 2016 Kia Sportage to his policy with Property Damage, Bodily Injury, and
  Uninsured Motorist coverages. He removed the 2016 Chevy Cruze, which had
  Comprehensive and Collision coverage with a $1,000 deductible, on the same day.
  We sent him Declaration pages for both changes.
  On September 10, 2024, we sent a renewal declaration page that outlined the same
  coverages. Unfortunately, the Kia Sportage involved in the recent loss did not have
  Comprehensive or Collision coverage selected. This means there is no applicable
  first-party coverage for Mr. *****'s vehicle. Mr. ***** has not paid a premium for
  Comprehensive/Collision coverage for the loss vehicle.
  Per Policy Contract 9611 (06/14), Insuring Agreement: In return for your payment
  of the premium, we agree to insure you subject to all the terms, conditions, and
  limitations of this policy. We will insure you for the coverages and the limits of
  liability shown on this policy’s declarations page.
  If you have further questions or need assistance, please feel free to contact us at
  ******************************
  Sincerely,
  Gloria ******
  Claim Response Coordinator

• Initial Complaint

  Date:02/20/2025

  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.

  On 2-14-25 I was involved in a car wreck. The other driver ran a stop light, and hit my passenger side, smashing both doors. I am a full time Uber driver, and unable to work due to the collision. I have reached out to Progressive, and they keep telling me that they cannot get in contact with the other driver, although the other driver has the same insurance company! They know the other driver is at fault because they have the police report. I have lost wages since Friday, and I can't get a rental because I don't have it in my policy. I have been calling sine Monday about this, and losing income at the same time. My next step is to seek legal assistance because this is just unacceptable!!!!!
  I recommend No one does Any business with this company!!!!

  Business Response

  Date: 03/06/2025

  March 6, 2025 
  
  
  
  Better Business Bureau
  200 Treeworth Blvd.
  Broadview Hts., OH 44147 
  Attn:  Melissa Neal 
  
  
  File:    ******** - ********
  ********    
  Policy: ******** – Personal Auto 
  Claim: ************ | ************  
  NAIC: 
  ********* 
  Progressive Direct Insurance Company 
  
  Hello Ms. Neal,
  
  Thank you for your correspondence dated February 20, 2025, sharing Ms.
  ********’s inquiry. I’ve reviewed the details and would like to provide the
  following information.
  
  On February 14, 2025, the incident occurred and was reported to us under Ms.
  ********’s policy on February 15, 2025. During the initial claim handling, we
  identified that the other driver involved also holds a policy with us, and we
  initiated a claim accordingly.
  
  As part of our claims process, we conduct a comprehensive liability
  investigation. We informed Ms. ******** that we would reach out to her with the
  next steps upon completion of this investigation. On February 27, 2025, we
  concluded the liability investigation. Ms. ******** received regular updates
  during that time.
  
  We’ve communicated with Ms. ******** to address her vehicle damage and bodily
  injury claims. We have arranged for her vehicle inspection, and a rental car
  will be provided. Her injury claim is currently being processed.
  
  I trust this response meets your expectations. Should you have any further
  questions, please don’t hesitate to contact me at [email protected].
  
  Sincerely,
  
  Mallory B. *******  
  Claims Supervisor

  Customer Answer

  Date: 03/07/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** ********
  
  
  
  
  

• Initial Complaint

  Date:02/19/2025

  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.

  October 15,2024 my car was rolled over on by a distracted driver while car was parked at my job. Report it to progressive insurance company (mines and the offenders insurance). Fast forward to now all the claim adjuster did was hang up on me and drag her feet when it came to handling my insurance claim. My car is still damaged from the incident and the claims adjuster told me she wasn’t going to be proactive in making sure my insurance claim from the offender is paid out! The company has been notified through supervisors and the behavior is retaliation related! It’s been four months and one person has not signed off! But the claims adjuster is just solely not doing what’s needed to be done based on her not liking me! This is not following the insurance laws! Someone needs to be held accountable and my claim needs to be paid accordingly

  Business Response

  Date: 03/06/2025

  March 6, 2025
  
  
  Better Business Bureau®
  200 Treeworth Blvd.
  Broadview Hts., OH 44147
  Attn: Melissa Neal
  
  File: ******* *****
  Claim: ************ and ************ 
  Date of Loss: October 15, 2024
  NAIC: *********/Progressive
  Advanced Insurance Company
  
  Ms. Neal,
  
  Thank you for sharing ******* *****’s complaint. We are
  currently working on getting her paid for the damages to her 2013 Hyundai Sonata.
  
  We reviewed her policy. She doesn’t carry collision coverage.
  We have not been able to use her policy to make a payment for her damages.
  
  In our other Progressive drivers claim, we found them to be
  at fault for the loss. The issue is, we don’t have enough policy limits to
  cover all of the property damage. This is a three vehicle loss. We are working
  to secure a Property Damage releases from the third party and their insurance.
  Ms. ***** has sent in her release. Once we have both releases in, we will pay
  the prorated amount to both damaged parties.
  
  We have explained this situation to Ms. *****. We certainly
  regret her frustration. We are checking back regularly with the third party’s
  insurance in an effort to hurry the claim along.
  
  Sincerely,
  
  Charlotte *****
  Claims Supervisor
  Phone (385) 275-3638
  

• Initial Complaint

  Date:02/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unauthorized amount is constantly being taken out of my checking account. My policy number is *********. I only authorized monthly payments. Today, over 2502.25 was taken out of my checking account without my permission. This incident occurred back in December,2024. I am unable to purchase gas and food due to this issue.

  Business Response

  Date: 03/06/2025

  
  March 6, 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 his policy.
  I appreciate the opportunity to address them.
  
  On December 18, 2024, Mr. ****** made a payment of $1,875 to
  renew his policy.
  
  On December 20, 2024, we received a request to refund Mr.
  ****** for an overpayment as Mr. ****** didn’t wish to pay for the policy
  renewal in full.
  
  On December 23, 2024, we issued a refund to Mr. ****** for
  $1,676.60.
  
  The same day the bank reversed his payment of $1,875, which
  included his payment corrections for changing his policy to monthly payments.
  
  On December 30, 2024, we sent a bill for $1,676.60 based on
  the bank reversing the initial payment Mr. ****** made.
  
  On January 10, 2025, Mr. ****** made a payment of $198.40 and
  enrolled in Electronic Funds Transfer (EFT) for future payments.
  
  We sent a payment schedule to advise Mr. ****** of his
  upcoming scheduled payments which showed his upcoming payment on February 17,
  2025, in the amount of $2,502.25.
  
  On February 17, 2025, we processed his EFT payment.
  
  On February 19, 2025, Mr. ****** requested a refund of
  $2,502.25. During our conversation with him he disconnected the call.
  
  On February 20, 2025, we reviewed Mr. ******** billing and
  payment history and denied his request for a refund.
  
  On February 21, 2025, the bank returned his payment. We
  issued a cancellation for the outstanding balance of $2,502.25 with the cancel
  date of March 7, 2025.
  
  On February 24, 2025, we spoke with Mr. ****** and discussed
  the billing.
  
  On March 5, 2025, we spoke with Mr. ******, but he
  disconnected the call.
  
  Mr. ****** received a refund for his policy that we didn’t
  owe based on the returned payment from his bank.
  
  If he would like to make a payment on his policy, he can call
  us at 800-888-7764.
  
  
  Best
  regards,
  
  Alyssa
  Consumer Relations Specialist
  

• Initial Complaint

  Date:02/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my Progressive insurance policy the same day I made my final payment, ensuring I was no longer covered or responsible for any additional charges. Despite this, Progressive is claiming I owe $386.46, which is completely unjustified.
  
  I contacted customer service for an explanation, but I was given vague responses and no clear breakdown of the charge. If I canceled my policy and had no active coverage, why am I being billed? This feels like an unfair billing practice, and based on similar complaints, I am not the only one who has experienced this.
  
  Consumers should be aware of how Progressive operates. If you plan to cancel your policy, get everything in writing and monitor your account closely to avoid surprise charges. I will be disputing this charge and escalating the matter to the State Insurance Commissioner if necessary. Progressive needs to be held accountable for these questionable billing practices.
  
  Resolution Requested: I want Progressive to remove this unfair charge and provide a transparent explanation for why they are billing me after my policy was canceled.

  Business Response

  Date: 03/04/2025

  March 4, 2025
  
  
  Better Business Bureau, Inc.
  200 Treeworth Blvd
  Broadview Heights, Ohio 44147
  Attn: Melissa Neal
  
  File:            ********/******
  ******
  Policy:         *********/Personal
  Auto-TX
  NAIC:          *********
  Progressive County
  Mutual Insurance Company 
  
  
  Hi Ms. Neal,
  
  Thank you for sharing Mr. ******’s concerns with
  us. I appreciate the opportunity to assist.
  
  On June 7, 2024, Mr. ****** purchased the auto
  policy with us. He enrolled in the Electronic Funds Transfer (EFT) payment plan
  and signed the EFT Authorization form electronically.
  
  On November 4, 2024, we emailed Mr. ****** his
  renewal documents. These documents included a payment schedule that showed the
  monthly payments of $509.19 starting on December 7, 2024.
  
  On December 7, 2024, we requested a payment of
  $509.19 from his bank account.
  
  On January 7, 2025, we requested a payment of
  $509.07 from his bank account.
  
  On January 16, 2025, his bank returned the payment to
  us and we added a $20 returned payment fee. We then mailed a Cancel Notice
  asking him to make a replacement payment by January 28, 2025, to avoid
  cancellation.
  
  On January 28, 2025, we cancelled his policy for
  non-payment. We sent a Final Bill for the remaining balance of $386.46. The
  balance includes the returned payment fee and the premium for coverages we provided
  from January 7, 2025, to January 28, 2025.
  
  We have not received any prior requests to cancel
  this policy from Mr. ******. If Mr. ****** purchased another policy, he can
  send us proof of the policy and we can revise the cancellation. He can send a
  copy of his Declarations Page from the new carrier to
  [email protected], please reference the policy number with us in the
  subject line.
  
  We apologize for any frustration this process has
  caused. I'm hopeful this explanation provides the needed clarification.
  
  Regards,
  
  Emily K.
  Consumer Relations Specialist
  

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re: Policy Number ********* CC: Better Business Bureau, Insurance Commissioner
  02/17/2025
  To Whom This may concern:
  On 02/17/2025, I contacted progressive insurance regarding my front windshield replacement. Progressive agent advised me that my windshield replacement was not covered by the comprehension insurance. I had a little pin hole on the passenger side of the windshield on 02/7/2025. So, this morning 02/17/2025 after defrosting my car after a bad snowstorm that occurred 02/16/2025 my front wind shield is cracked from right to left. When calling progressive today at 3:50 pm the agent advised me that there was a claim on file but there was no claim number generated and there must be a glitch in the system.
  I advised the agent that I am contacting the insurance commissioner, because since getting my policy with progressive, an agent within progressive changed my address and policy information because the agent stated that the adjuster had not received my garage information on time. On Jan 13, 2025. I sent my information by email, fax, and mail because, progressive insurance letter states that the garage information for the Dodge Charger needs to be received by Jan 19, 2025. I sent the title along with paystub. The adjuster did not review my documentation on time. Which resulted in agents changing and or removing policy information. Then ultimately increases my policy. Which is causing financial hardship. This is deceptive trade practices of progressive insurance. And something should be done immediately. I would like an audit or an investigation of my insurance file on my progressive insurance account. And a claim file to have my window shield replace.
  
  Regards,
  ****** ********* *******

  Business Response

  Date: 03/05/2025

  March
  5, 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 February 17, 2025. Thank you for forwarding                Ms. *******’s concerns about
  this claim. I’ve reviewed the file and I’m happy to provide additional
  information about what has happened so far.
  
  Please
  know we use ********, a glass vendor to assist our customers in all their glass
  claim filing needs and can further assist in the repair process should our
  customer choose to use them for the repairs, including the billing processing.
  
  Ms. ******* started her policy on December 14, 2024, with liability-only
  coverage for her 2011 Dodge Charger. Coverage selection was reflected on the Application
  she signed, and the Declarations Page sent to her, which are also available to
  her via her online policy documents tab.
  
  February
  6, 2025, Ms. ******* reported a glass only loss via our glass vendor. With a
  reported date of loss of January 30, 2025. A claim was not created at the time
  as there was no Comprehensive coverage for the vehicle, and she was to pay
  out-of-pocket for the repair. Later that day, Ms. ******* called our services
  team, requesting a policy change to add Comprehensive coverage to $2,000/$0
  glass coverage to be effective February 11, 2025. However, an error was
  identified when our rep misspoke in advising the new coverage would cover her
  prior glass damage, and suggested she report the claim after the 11th.
  
  On
  February 18, 2025, Ms. ******* reported a glass-only loss via our loss
  reporting unit, with a reported date of loss of January 30, 2025. That same
  day, the newly assigned file owner spoke with Ms. ******* to gather details
  about the incident. She explained an object hit her windshield causing a crack
  to the passenger side, on January 28, 2025, and had another impact causing a
  crack to the driver's side on February 14, 2025. We asked for photos
  of the damage for further review and provided her with a content submission
  link.
  
  January 19, 2025, after receiving a BBB inquiry from Ms. *******. Mr. ******, a
  member of our glass resolution leadership, tried to discuss the concerns with
  her, but she declined, indicating she would follow up with the Insurance
  Commissioner.
  
  Because,
  the photos received confirmed Ms. *******'s damage report, and the previous
  services rep misspoke in advising the new coverage would cover the previous
  damage, an exception to honor coverage request was sent to leadership for
  review.
  
  On February 20, 2025, a one-time exception was made due to the identified
  error. The file owner informed Ms. ******* of the decision and transferred her
  to our glass vendor for assistance with the repair process. A repair
  appointment was scheduled for February 27th, at one of our vendor’s
  repair locations, per her request.
  Ms.
  ******* was satisfied with the decision and had no further concerns at that
  time.
  
  We apologize for any frustration or confusion Ms. ******* experienced. She is a
  valued customer, and we appreciate her bringing this matter to our attention.
  Further know our leadership team will ensure to use the identified
  opportunities as a coaching tool to ensure a better customer experience in the
  future.
  
  Supporting documentation has been included for your review.
  
  If
  you have any questions, please call me at 440-910-2386.
  
  Best regards,
  
  Adriana Maya ******** 
  Progressive Representative
  

• Initial Complaint

  Date:02/15/2025

  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.

  ASI/Progressive Policy # ********** ASI/Progressive Claim # *******-******
  
  A full depiction of what we experienced is attached as a PDF.
  
  This is in regards to a homeowners insurance claim filed with ASI/Progressive. The claim was submitted on Friday 12/20/24 and denied for the first time on Monday 12/30/24. It was then escalated and reexamined by the supervisor of the original adjuster, only to be denied again on 1/17/25.
  
  After experiencing plumbing issues we had a plumber come out to discover we had a cracked drain pipe under our slab foundation and our floor would need to be dug up to repair. We promptly contacted Progressive to get a claim started.
  
  To summarize:
  
  The insurance adjuster denied our claim (stating wear and tear, which was later debunked) without inspecting the entirety of the damage, before receiving any diagnosis from the expert (plumber), before receiving a proposal or invoice depicting the work, and based their decision on a photo that did not show the full scope of the problem. We also learned that it was noted in the report that the plumber agreed with his decision, this was not the case. The adjuster did not contact the plumber until after the claim was denied and closed.
  
  We were denied again after contacting a supervisor; the new basis being that it might predate our ownership of the home and it was not a sudden event. They are assuming that this did not occur during the 2.5 years we have lived here, and what we experienced was in fact a sudden event.
  
  The policy states that coverage is provided for sudden and accidental events. A sudden event can be defined as ‘an event that happens quickly and unexpectedly, without warning, or with little preparation.’ How is this not considered a sudden event? Our plumbing was functioning without issue during the day, then it was not at night.
  
  We are prepared to provide any additional information needed. We appreciate your time and attention to this matter.

  Business Response

  Date: 02/27/2025

  February
  27, 2025
  
  
  Better Business Bureau, Inc.
  200 Treeworth Blvd
  Broadview Heights, Ohio 44147
  Attn: Melissa Neal
  
  File:              ********/***** ******          
  Policy:           **********/Homeowners Policy-IL                                                    
  Claim:           **************     
  NAIC:            *********
  American Strategic
  Insurance Corporation 
  
  Hello,
  
  Thank you for sharing Mr. ******** concerns with us
  regarding his claim. I appreciate the opportunity to assist.
  
  Since
  receiving Mr. ******** inquiry, we spoke with him regarding the reason for the
  denial.  Despite the visible physical
  evidence and the plumber confirming that the damage likely predates the
  insured's home ownership, the insured disagrees with this assessment.
  
  We
  provided Mr. ****** with a copy of his Policy Contract. A claims supervisor
  also reviewed the relevant exclusions to explain why we have denied the claim.
  
  If
  Mr. ****** has any additional questions, he can contact his adjuster directly.
  
  Sincerely,
  
  Teresa R.
  Field Claims Manager
  

• Initial Complaint

  Date:02/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Progressive is violating Debt Collection Practices. They are calling claiming that they are United Delivery Service file number ****** and will serve me at work. They claim they will serve us between 8 and 4 tommorrow for documents that require our signature. If we do not call to schedule the serving of documents the issue will be considered unresolved and they will proceed with legal action.
  
  We have requested a 1099 on any amount writen off and the amount any alleged debt was sold for to United Delievery Services or any other collector. UDS claims they are working for **** and ******. We have also written **** and ****** asking the amount the debt was bought for and a copy of the 1099. They refuse to respond in writting

  Business Response

  Date: 03/04/2025

  
  March
  4, 2025
  
  
  
  Better Business Bureau, Inc. 
  200 Treeworth Blvd 
  Broadview Heights, OH 44147 
  Attn: Melissa Neal 
  
  File: ********/****** and ***** ******* 
  Policy: *********-TX Personal Auto
  NAIC: *********
  Progressive County Mutual Insurance Company
  
  
  
  Dear Melissa,
  
  Thank you for bringing ****** and ***** *******'s inquiry to our attention. I
  appreciate the opportunity to address their concerns.
  
  On April 30, 2024, we renewed the *******s' policy. Their agent updated the
  policy's Comprehensive and Collision deductibles on May 2, 2024, which reduced
  the policy cost by $404.
  
  On
  May 6, 2024, the bank returned their renewal payment of $892.37 as unpaid, so
  we added a $20 returned payment fee. We sent a notice asking for payment by May
  18, 2024, to prevent cancellation.
  
  Unfortunately, we canceled the policy on May 20, 2024, and sent a final bill
  for $730.96 which covered them from April 30th to May 18th.
  
  On
  June 9, 2024, we forwarded the outstanding balance to collections. We do not
  sell our policies but use an outside collection company to obtain the
  outstanding balance on our behalf.
  
  We understand the *******s' concerns about the collection process. We assure
  you that we adhere to all applicable debt collection practices. We encourage
  them to contact the collection agency directly for any further clarification on
  their procedures.
  
  We regret any inconvenience this situation may have caused. If you have any
  further questions or need additional assistance, please feel free to contact me
  at ******************************
  
  Sincerely,
  
  Jasmine G. 
  Consumer Relations Specialist

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Your debt collectors are claiming that we are to be served court documentation. You did not attach the court documentation. You are threateing a law suit with no intent of going to court. This is a violation of the FCRA and this debt is void. You are responsible for your debt collectors actions.
  
  
  
  Regards,
  
  
  
  ****** And ***** *******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the second time within the month that Progressive underwriters have cancel my insurance. I paid early and they cancel because they need certain information. They claimed that I didn’t put my nephew on the insurance. My nephew is in the Airforce and has his own policy. We provided the information and they reinstated the insurance. Now they are canceling my policy again because I had an accident that happened in December and oh because a check was sent back. The crazy part is paid days earlier before the payment set date so that makes no sense. My next step is to get a lawyer and create a class action lawsuit against Progress

  Business Response

  Date: 03/03/2025

  
  March 3, 2025
  
  
  Better Business Bureau, Inc. 
  200 Treeworth Blvd 
  Broadview Heights, OH 44147 
  Attn: Melissa Neal
  
  File: ********/***** ******
  Policy: *********-TX Personal Auto
  NAIC: *********
  Progressive County Mutual Insurance Company
  
  
  Dear Melissa,
  
  Thank you for bringing the customer's concerns about their insurance policy to
  our attention. I appreciate the chance to explain the situation.
  
  On the day the customer started their policy with us, we reviewed the
  information they provided to evaluate risk factors. Within the first 59 days,
  we noticed an early term loss, which can suggest possible future issues. We
  also encountered billing problems and a returned payment, which made us
  question the reliability of future payments.
  
  These events together increased the risk factor, so we ended coverage in
  accordance to our Policy Contract, which states that we may do so. I understand
  this might be upsetting, and I am sorry for any trouble this has caused.
  
  If you have more questions or need further help, please contact us at
  [email protected].
  
  Sincerely,
  
  Jasmine G. 
  Consumer Relations Speciali

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am requesting a refund of $70.67 in addition to the refund check they sent out on 1/30/25 for $132.86 as well as a waiver of the $50 cancellation fee, which was levied against me despite my frustration with Progressive after five changes in my premium in less than three months as a NEW customer
  
  On 11/6/24 I purchased a vehicle and obtained insurance coverage through the dealership with Progressive Insurance. The premium was $409.00 + $5.00 Motor Vehicle Enforcement Fee = $414.00
  
  On 12/6/24 I notified my Progressive agent of my address change. As a result of the change in address my premium amount decreased and I was sent a refund of $6.67 ($414.00-$6.67 = $407.33)
  
  On 12/11/24 Progressive issued a letter showing my new mailing address and my garaging address by matching zip code with the mailing address. This policy was now $401.00 + $5.00 Motor Vehicle Enforcement Fee = $406
  
  On 1/15/25 I received notification that my premium had increased. The policy increased $70.67 (thus $406 + $70.67)=$476.67 but the correspondence showed $473 +$5.00 Motor Vehicle Enforcement Fee = $478.00
  
  On 1/18/25 they updated my premium to show the price increase had been rescinded by $64.00. The policy was $409.00 + $5.00 Motor Vehicle Enforcement Fee = $414.00 (the ORIGINAL) amount of my premium and does NOT reflect the $6.67 refund check they had sent me earlier.
  
  On 1/21/25 I was notified my premium went back up by $64.00. The document showed my premium was now $473.00 + $5.00 Motor Vehicle Enforcement Fee = $478.00. I logged into my account and it showed I owed $70.67 on 2/6/25.
  
  On 1/29/25 I cancelled my insurance with Progressive
  
  On 1/30/25 I received notice from Progressive about the cancellation of my policy. It showed a negative balance of $203.53 but the refund allowed was only $132.86 which is a difference of $70.67, the amount Progressive was asking me to pay on 2/6/25...an amount I HADN'T EVEN YET PAID

  Business Response

  Date: 03/04/2025

  
  March 4, 2025
  
  
  Better Business Bureau, Inc.
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal
  
  File: ******** - **** **********
  Policy:  ********* - Personal Auto
  NAIC: *********
  Progressive Specialty Insurance Company
  
  
  Hello Melissa,
  
  Thank you for sharing Ms.
  **********’s concerns regarding her premium on the cancelled policy. We
  appreciate the opportunity to provide additional information and a resolution.
  
  After review of the changes
  impacting Ms. **********’s policy, we found that due to a processing error, we
  finalized her policy at the incorrect rate.
  
  On March 3, 2025, we
  corrected Ms. **********’s policy to reflect the $406 rate, which displayed
  after the change on December 6, 2024. We then reprocessed the cancellation
  effective January 29, 2025.
  
  The corrected cost for
  coverage, including fees, from November 6, 2024, until January 29, 2025, was $242.39.
  Taking into account the prior refund, Ms. ********** paid $274.47, which
  created an additional refund of $32.08. We mailed this refund check on the same
  day.
  
  Regarding our $50
  Cancellation fee, our policy Contract states on page 52 under CANCELLATION
  REFUND, “If this policy is cancelled, any refund due will be computed on a
  daily pro rata basis. However, we will retain a cancellation fee if,
  during the initial policy period, this policy is cancelled at your request or for nonpayment of premium. Because this is a standard disclosed fee,
  we respectfully decline Ms. **********’s request to reimburse it.
  
  We apologize to Ms.
  ********** for the inconvenience and error in the billing process. We are sorry
  to lose her as a customer and hope she will consider us again in the future.
  
  For additional questions related to the policy, Ms.
  ********** can contact our Customer Service department at 800-876-5581.
  
  Sincerely,
  
  Jessica P.
  Consumer Relations Specialist
  
  
  
  
  
  

  Customer Answer

  Date: 03/11/2025

  [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,

  
  

  I did receive the check yesterday so the case can be closed. Thank you for your efforts in securing the additional refund. I haven't done the math to see if everything checks out. It's very confusing because I was issued about five different final bills and they each show a range of cancellation fees from $50 to $150 so it's all really confusing. I'm thinking many different people worked on my account throughout the two plus months that I had insurance with them...which yielded different figures depending on who handled them and what information they had at the time. Nobody was on the same page. It was a hardship for me to change companies because I pay my premiums in full and needed to come up with the full amount for the next company. It's an annual premium versus Progressive's 6 month premium and they did NOT hound me about my garaging address. It was also a better priced premium. So, I'm at least happy with the new company, who I had insurance with previously. Thanks again!

  
  

  ****