Progressive Casualty Insurance
reviews and complaints

I am presently a policy holder with your organization, and I would like to advise you of a growing trend of complacency within your Claims Department. There have been several accident claims, between my wife and myself, that have been filed over the years, and apparently due to the lack of investigative skills by your Claims Representatives we have repeatedly been found at fault. I speak mainly of an accident that I was involved in on 9-27-16. I explained to your Claims Representative, in detail, how the accident occured, and that this explanation could be corroborated by the location of the damages to the vehicles involved. That even though my vehicle did strike the vehicle in front of me, that it was the second vehicle forcing its way into the traffic lane I was presently in, not allowing safe merging distance before or after his vehicle, that resulted in the accident when he slammed on his brakes before completely entering the traffic lane. it was dark, raining at the time, and the driver of the second vehicle also failed to use his turn signal before doing so, to indicate his intent. My vehicle incurred no structural damage, and other than a few minor scuffs, plus a 4-5"inch line of transferred paint, my vehicle received"No"damage at all. I explained to your representative, Seth, at the time of the incident, that I would accept no fault for the accident, and dispute any claims otherwise. It wasn't until recently that I found out that this accident was partly to blame for my premium increase, my wife was also involved in an accident that she chose not to dispute, even though damages to the vehicles involved indicated that the other vehicle struck the vehicle driven by my wife. I also found out that multiple, 6 total, personal injury claims of $5, 000 each were paid out regarding the incident on 9-27-16, whereas, there were only 2 individuals that complained of discomfort at the time of the incident. There was a total of 7 persons involved in this 4 vehicle accident, and I feel that your Claims Representatives are being frivolous with both your assets, and mine. I do not appreciate being indiscriminately charged with the poor driving habits of another, then being financially drained with additional premium costs for the same, nor do I find it acceptable for a poor driver to be rewarded for not properly protecting his passengers, The driver that was actually"At Fault" for the accident had multiple passengers. if you have any additional questions regarding this incident, my Policy Number is ([protected]), and I can be reached on my cell phone, [protected]. I would much like to speak with someone of authority regarding this incident, but definitely not the [censor] that has handled/mishandled it thus far.

My husband wrecked his 18 wheeler (which is our main source of income) on 11-18-17, it has been in the shop since then and hasn't even been started on. It was 11-31 before the adjuster ever came to look at it. His estimate was WAY below the shop estimate. The adjuster never answers his phone and only calls us back occasionally. The shop could not find the parts for the price that the adjuster said he found. The shop can't get in touch with adjuster. We can't get in touch with the adjuster. Meanwhile, we are moving out of state next week and don't have our truck that should have been finished WEEKS ago. My husband doesn't have income coming in. But those payments and bills for insurance are sure still coming. We need someone much better than our adjuster to contact us immediately! Nobody will communicate with us. We need it fixed or totaled out so we can buy a new one and get him on the road. My husbands name is Johnnie Dale Jones. His number is [protected]. Our adjusters name is Greg Cathey. Claim # [protected]

Progressive you lost a customer of 3 years today because you refused to take someone off my insurance that never lived in my home! Customer service was the worst i've ever been apart of! Also claimed they added the person in question after I just got a quote. Really? They were added because I added them! I will never deal with progressive again and will share this story on social media, youtube, bbb and whoever I have to do y'all will get as little business as possible.

We have had Progressive Insurance for quite some time. They have always been very helpful and quick to resolve all problems until now. My son had an accident and rolled his vehicle. Thankfully, he is fine, but the vehicle is not. He had purchased the vehicle about 6 weeks before rolling it. Progressive said he never called to give them the new VIN number. He had totaled another vehicle right before he purchased this vehicle. Progressive paid the claim, and my son signed the title of the totaled truck over to Progressive. Progressive continued to take the insurance premium out of my checking account, so it didn't dawn on me that they wouldn't have the new vehicle on the policy. They said we could have kept the old truck, so they kept taking the premium. They knew we didn't keep the truck because we signed the title over to them, and they had picked the truck up.

We have spoken to an attorney, and he informed up that we needed to file a complaint first. So I am filing a complaint.

I also wanted to mention that Progressive had the wrong VIN number on the old truck. When we went to register the older truck, the county tax office discovered that Progressive had transposed numbers on the policy. The attorney said we needed to make sure that was known as well. We have a copy of the policy with the transposed numbers.

Thank you for your help in this matter
Mitchell Sawyer
mm.[protected]@suddenlink.net

A progressive customer totaled my Audi A4 on September 13, 2017. A progressive rep contacted me, Stephanie Harrell from Marietta GA office and offered me an extremely low payoff that had options on my car listed incorrectly and omitted. They tried to appraise my vehicle that had 59k miles to vehicles with over 129k miles and low ball me and told me I could only have 2 days car rental. I jad to tent my own car. I also had to hire an outside appraiser. After over 40 days and continuously requesting to the rude adjuster to contact my appraiser to negotiate they finally agreed and the payoff changed by over $2k. The adjuster was extremely rude constantly and very difficult to deal with. She told me I had to drive to their offices in Atlanta over 2 hours from where I reside to turn in my title and receive my payoff. I can't take off work to do this and she told me too bad. I spoke with her alleged supervisor Ollie who told me if I would FedX overnight my title to them they would turn around that same day and FedX my check to me. They received my title Thursday Nov 2, 2017. Today, Nov 3rd, I received call from Stephanie the adjuster telling me she didn't see the letter I enclosed with my title with my mailing address so she is stopping payment on ck she sent out yesterday and resending me ck today but I would not get it until Tuesaday and just too bad. I stated that she could FedX it overnight and I'd receive it Saturday. She said no that I would get it Tuesday. Throughout this entire process of over 50 days now she has been extremely rude and made racist jabs and has intentionally lied and delayed this payoff. I have tried to only correspond with her in writing as she is so rude, hateful and racist on the phone. Plus, my emails prove her unwillingness to do the things she promises and her intentional delays. I am turning everything over to the commissioner of Insurance safety and fire in GA. I've had to suffer a hardship for over 50 days now without a payoff to replace my vehicle and she just laughef and said it's their policy to only pay 2 days rental and I should've taken their first offer which ended up being over $2k less than what was negotiated. People like Stephanie Harrell should not work customer service. I have contacted an attorney and will be seeking reimbursement for my 50+ days hardship but will also be filing against her personally for her extremely rude racist comments towards me. I would NEVER have progressive insurance and would never recommend them. I have had a car totaled before and dealt with Geico Insurance. It's been like night and day. Geico covered my rental and paid me for my loss within 2 weeks. No comparison. Progressive should be ashamed to have employees like Stephanie Harrelk and her supefvisor Ollie who lie and try to force people thru threats and extremely rude behavior to take a low ball payoff. It's a scam they pull because they think you have no choice because they won't cover your car rental. They try to force you to take their low offer by causing you hardship and telling you that you have to take it. Shameful.

Wife was involved in a car accident October 2 2017 That wasn't her fault an it's been over a month an still have not fixed car I've talked to 2 different people an wife has talked with couple an they haven't even sent out an adjuster to c how much damage was done or when their goin to fix it I've been with them for a good while I think sense 2004 hav two claims the whole time either one being are fault so needless to say we r definitely looking for different insurance company that care bout their services more

This is the second time I have had to use Roadside Assistance - wrecker service. The first time there was a mix up and it took them two hours to get to me. Today there was another mix up. The company originally said they would be here in an hour. Then I get a second text that said it would take another hour. I called to complain and the wrecker service deleted my reservation and they had to make a new one. I have currently been waiting for 3 hours now. My mechanic shop has closed and I am extremely frustrated!

I have been with progressive for a while. The agent said that I had to many Road side assistance. I use the road side assistance for a reason. I have a disability I deal with everyday. I pay my insurance every month on time. Progressive did not show any remorse about it .Will not recommended progressive at all. I asked for my money back on what I gad paid into Progressive Insurance.

I realize all the fine print in your policies protect and give your reps the protection to validate such things as. But as a consumer a human being who does not remember the fine print what has been done to me feels like a sneaky greedy way to get as much money out of me as possible. After my son-was in an accident in my vehicle no one verbally told he would be added I had to find out after the withdrawal. I was told emails were sent that I did not see. And I think with the various times we did speak to the claims adjuster this should have been communicated as a courtesy. I will be canceling my policy and assuring you to tell everyone who will hear me that I do not recommend you for having no sensitivity to such matter. A $600 addition to my $340 all at one with out my consent is completely unethical and just completely dehumanizing. I was with American family for over 15 years and I will gladly be going back with very ill feelings about your company.

I have spoken to rep via you web chat and sent an email to your company.
Progressive was notified that on 9/29/17 at 112 ASHBURY RD ST SIMON ISLAND, GA there was tree branches touching your power lines. GA Power hired a tree cutting company, who caused damage to my clients vehicle. I am trying to speak with someone in your claims office so I can get more information.
I sent an email on 10/17/17
Spoke with reps via chat on 10/17/17; 10/12/17; 10/11/17;
I was told the claim office # is [protected] - I tried to contact this number and the phone just rings with no answer or way to leave message
Please have someone call me at [protected] and reference claim [protected]

My car was involved in an accident that sustained front end damage. Nothing too major. I took it to my Ford dealer collision center. I did not have rental care reimbursement on my policy at the time although I have since added it. It took the adjustor 4 days to make it out to the shop. No work could be done during that time because apparently Progressive has to approve literally EVERYTHING that needs to be done. The adjustor went to the wrong dealership. We then started the back and forth of every single bolt that needed to be replaces, the adjustor had to come out to approve. He/she sometimes didn't show up or was late in coming by a couple days. My car took a unprecedented 25 days to get repaired due to this cat and mouse game progressive played. It should have taken at the most 10 days. I am fighting to get them to pay the car rental bill which was close to $900.00 for the time over the approximate time it should have taken had we been dealing with any other insurance company.

My vehicle was hit by a person insured b y progressive on Sept 14, 2017. It is now October 20th, 2017. Your insured person received the only ticket for the accident. ticket 28-772. The claims adjuster as been hostile and rude. I have summited 4 times to request a new adjuster. He, today refused to let me speak to someone else. HE ADMITTED HAVING A COPY OF THE POLICE REPORT. Additionally, not taking responsibility for the accident. Yet, sends a letter on Sept 26th telling me to remove my vehicle to mitigate damages. REALLY? Your company is causing me pain and suffering everyday dragging this out. The police report has your drivers statement at the scene, and a witnesses from another vehicle. WE reported the accident to YOU when it happened. I want your company to do what is right and take responsibility. Salt River Pima-Maricopa Community police record #[protected] Insurance policy #[protected]

So, I called three times prior to my address, I spoke with my agent and several customer services . It still took over a month to get done. Now while I was updating my address I was also filing complaints on my current agent for poor customer service and maltreatment. Nothing was done. Justin the agent I complained about REFUSED to change or update my policy. on 9/12/17 I was in a hit and run accident. Justin called me later that week and was beyond disrespectful, he called me and asked what I was doing to get in an accident. When I mentioned I was actually inside Justin was still was rude saying that filing a claim would not be the best decision to make. Justin also asked me if I was competent in understanding how a claim works. I mentioned, this is not my first insurance company or inference. After filing a claim anyway underwriting needed information from me, Justin called me on October 3rd, and told me I needed to call them because it was getting on his nerves to keep calling me. I informed him this information had already been updated. I asked him to change his tone. Justin proceeded to curse at me 3 times on this phone call and also called me incompetent. Now also this is a reminder I had already filed four complaints and asked him and customer service to switch my insurance agent. Nothing was done in either instance. I have tried contacting corporate and his immediate supervisor and neither has given me a response. I would appreciate if I received any notification as a response whether it be via email : .[protected]@gmail.com or phone: [removed]

I have phone records to verify my first 4 complaints were ignored I listed the agents contact information below. JMS INC AUTO [protected] [protected]@VT.EDU

Dear Progressive or Investigating Agency,

I have been a "Gold" customer of Progressive Insurance for over three years now. Unfortunately, an old woman performed a "hit and run" on my vehicle on Sept 14th at 5:35-5:45pm approx. The sad reality was that the bruises, second degree burns was nothing compared to the shady dealings with this company.
First, they assigned an agent Ryan Brown to my claim (ticket number [protected]. Ryan was pleasant, but extremely unprofessional. I would end up playing phone tag with him for over two weeks. Even though I told him as a science teacher, what the best hours to reach me at were. Ryan was supposed to contact Nissan to see what the next step should be? Since I already warned them that he would call them. Now that my vehicle had been found to have a faulty air bag and therefore part of the accident was to blame on Nissan's faulty manufacturing. It would be three weeks later I find out from Dakota Johnston at Nissan that Ryan did the same thing with her. Played phone tag wit Nissan for five business days and then quit calling back. Nissan even noted in a recorded conference call that Progressive was the reason the vehicle had not been looked at yet. Ryan furthermore asks me if he can take the car to a salvage yard to be looked at.
Then I get assigned to Todra. Whom again was pleasant and I sent in the pictures of my injuries to the agent. After no response for a while, I was emailed by Melissa Sharpless saying she was taking over the case/claim on September 29th. Then on October 9th, I am told a field agent who had my vehicle sitting in a salvage yard for over a couple of weeks, that a field agent should be able to look at it and give an adjustment. I was told after the initial inspection, that I can choose a body shop of my own choosing to perform the tear down and decide if the car is repairable or a total loss. I called five times with it always going to voicemail with a two hour call back (generally). By the end of the 9th I was assured the estimate ad been sent, the tow truck company was bringing it to the repair shop. I speak with the owner of the repair shop before closing on Oct. 9th and he say's the company doesn't have a tow truck before closing to bring it in.
Then on October 10th, I played phone tag between the repair shop, and Progressive to make sure my car got to the repair shop. Long story short, the car again was promised but no delivery. Then same story on Oct. 11th, no car but progressive assuring me it would be their by this morning on the 12th. Even the tow truck service giving the auto repair shop his word, "car will be delivered before the start of business on the 12th of October. Imagine my surprise when again I call the repair shop and the vehicle has not been delivered. And the repair shop again has to beg for my vehicle to be dropped off at the repair shop. This is going on 72 hours with not so much as a valid point about why this is being done. Not even an offer for Progressive to get a rental car for me until they can solve this dilemma.
Instead I get a claims representative that claims since its not in your policy we cannot do that. My policy is about the vehicle, not about the horrendous customer service she delivered. Or for the fact that as Nissian pointed out my whole dilemma for being without a vehicle for this long is Progressives fault, since for nearly three weeks I had three different agents assigned to my claim. With Ms. Sharpless adding insult to injury when I sent in my photos of my injuries, saying this. " These photos look they have had a filter used on them." I assured her I did not use a filter, or not intentionally. Since I shot the photos with my camera on my phone. As I was left with excruciating pain, from the 2nd degree burns up both of my hands wrist and forearms.
Then Ms. Sharpless suggests why not simply try and reconfigure the photos so they don't have a "filter" look to them. I thought this was insanely insensitive since looking at the photos remind me of terrible pain not to mention they are gruesome. So I sent them back to her "labeled non-filtered" just to satisfy the request. This is of course, after I learned how to reconfigure the pictures on an Android. Furthermore, if the technology or quality of the photos was not up to Progressive's standards why was no field agent sent out for nearly three weeks on this claim.
So long story short, I am considering going to the BBB over this. As once again the car has not been delivered to the repair shop. And I am once again having to wait on Progressive Insurance to be able to do its job. This is not how you keep your customers. Furthermore, if Nissan was liable and I was an insurance company I would have done anything necessary to work with them. Since, once their investigation is completed if Nissan confirmed it would end in a new vehicle.

In the end, I need for Progressive to make this right. I am a teacher, I need to get to my job safely and efficiently. Not be waiting for my claim to be solved four weeks after the fact. If this continues the way it has been it will have to result in attaining the services for litigation proceedings.

I returned my snapshot on May this year and I confirmed with the representative that I already paid the snapshot fee. However, just now now, four month later, I received an email from progressive saying I need to pay twice the snapshot fee because they do not receive it for four months. I called and the representative just urged me to pay. Bad service.

Timothy Kizer is the supervisor I was referred to speak to about adding information to a claim. While giving him this info he made a comment about my insurance choice and about it not being very "prudent" which is an unwanted opinion, unprofessional, and an overstep of boundary. What a [censor]. For customer service purposes, Kizer needs to know that he should do what's in his job description instead of sharing his negative opinions. A lot of auto accident related discussions can be sensitive and Kizer has no regard to that.

Progressive Insurance has great customer service until they have to pay anything out or use your money to fix your car you pay insurance for. I have had the worst experience getting anything fixed through Progressive. The claims personal and adjusters Brett and Kenny are the worst they are a pair to defiantly stay away from. Cheap parts, partial payments and never willing to fight on your behalf. They had every excuse as to why they couldn't do something. Horrible insurance. Please buy elsewhere you will never get your money from this company.

Matthew Berner of Albany Progressive company went above-and-beyond to make sure that I did not get fully reimbursed for the damages to my vehicle. When his/your insured driver hit my vehicle it went through insurance and it was determined that Progressive would not pay the "additional liability" coverage for a rental vehicle. However, my insurance company told me that if I did not get the liability and if something happened to my rental (which is not unlikely considering what your insured did to my car) then MY insurance premiums would increase. Your driver AGREED to pay this additional cost. However, they changed their mind once Matt Berner told him it was "his choice" to pay, which confused the driver. When I asked Matt to please talk to the driver again to explain that while it was his choice he has already agreed to pay it, Matt yelled and me and said, "No! I won't call him again!". This is the first time I have cried after a customer service call because of how badly I was treated.

My car got into a minor collision and it is taking over 3 weeks to get my car repaired because the insurance adjuster didnt do a complete inspection/quote. The collision center has to keep ordering more parts and taking ten times as long instead of being able to order them all at once. My car is still not finished being repaired and im extremely upset and dissapointed with progressive insurance and their policies

Apparently Progressive decided that since my grandson lived in the house that they would go ahead and charge us for his insurance. They never informed us that they were doing this and they started taking two and a half times two payments from my husband's checking account starting in June. What they didn't know was that my grandson decided to move out because he didn't want to pay any bills when he turned 18 on April 21st 2017.
What they also did was put my husband's bank account into near deficit or deficit actually because they were taking this money and again did not inform him that they were doing this. He accidentally found out via a call to them when he had trouble with his car. We informed them that my grandson had moved out and actually moved in with his mom. He is not on any lease does not have an apartment he's 18 years old but he does not live here. What they sent us for proof to prove that he left our house there's no way we can do this because he would have to be set up in his own place to do this. We're requesting our money back from June through September that they took without our permission. The most that we could provide for him is a signed affidavit stating that he does not live in our house again and that he does indeed live with his mother. Had we known this when they done it we could have had the opportunity way back then to cancel this insurance and go with another company and it makes me so sick that they would do this and not inform us thoroughly that they were doing it because the payments truly truly jumped not to mention my grandson has his own insurance policy.