Progressive Casualty Insurance
reviews and complaints

Progressive insurance
Bad faith insurer

On june 30, 2012; my pregnant wife, while driving, was struck by another vehicle.
The driver of the offending vehicle, a seattle police officer, admitted fault. He was insured with progressive insurance.
Our daughter was born prematurely at just over 3 lbs.; spending the first weeks of her life in the natal intensive care unit at providence hospital, everett wa.
We spent that time healing, juggling jobs and responsibilities, which included our 2-year old son.

Our major medical coverage plus personal injury protection with our own insurance providers covered most of our medical expenses.

We were left with a balance of the expense to repair my wife’s vehicle, lost wages & deductibles and therefore approached progressive insurance for $6, 843.19 minus an offset from our own coverage of $555.25; leaving a remaining balance of $6, 287.94 to make us financially whole.

Progressive insurance through a series of adjusters over three years made embarrassingly low counter offers, eventually forcing us to court. There, during a fourth appearance, on a legal technicality unrelated to the claim, our case was summarily dismissed.

What you can do to help

1) sign this petition
This petition will be forwarded to the current president of the national association of insurance commissioners, ted nickel; asking for a nationwide investigation into the claims practices of progressive insurance.
https://www.change.org/p/ted-nickel-make-insurance-provider-accountable

2) contact your own, state insurance commissioner
If you have ever had reason or cause to file or been involved in a claim with progressive insurance, or been a customer; and, been treated unfairly with regards to a claim, billing or coverage; contact your state insurance commissioner at the corresponding office listed with the national association of insurance commissioners. http://www.naic.org/documents/members_membershiplist.pdf

3) vote with your feet
If you are currently insured with progressive insurance, get quotes from other carriers and consider changing your provider. Do not drop insurance before securing proper coverage at a competitive price.

4) consult an attorney
If you currently have a claim of any size with or against progressive insurance or someone insured with them, schedule a consultation immediately. Two opinions are good, three are better.

5) check your portfolio
If you own stock in progressive insurance nyse: pgr, consult your financial advisor to consider the value of this holding and whether divestment is in your best interest.

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The basics of bad faith

First party insurance

Refusal to pay a claim without a reasonable basis or even if insurer has a reasonable basis for denial, failing to properly investigate the claim in a timely manner.

Third party insurance

Failure to defend or indemnify or settle claim within policy limits without a reasonable basis, or failing to properly and in a timely manner, investigate of defend the claim.

Types of conduct which may be bad faith:

1) deceptive practices of deliberate misrepresentations to avoid paying claims
2) deliberate misinterpretation of records or policy language to avoid coverage
3) unreasonable litigation conduct
4) unreasonable delay in resolving claim or failure to investigate
5) use of improper standard to deny a claim
6) arbitrary or unreasonable demands for proof of loss
7) abusive and coercive tactics to settle a claim
8) compelling an insured to contribute to settlement
9) failing to thoroughly investigate the claim in accordance with their own procedures
10) failing to maintain adequate investigative procedures
11) failing to disclose policy limits and explain applicable policy provisions or exclusions

Thank you for your help

In advance, i greatly appreciate your assistance in bringing this to light.

Thank you.

Claim number [protected]. Just had an awful experience at the claims department. If a supervisor says he will not bring someone in the room that has been rude towards a claim customer. Why would.he proceed to do it. He then proceeds to say this is.not 1960 which is referring to being racist. My son is black and i am highly offended. This was very unprofessional of the SUPERVISOR. And can not believe i am going through this, being miscarried my child after this accident.

Just purchased a new car. So I needed to add it to my insurance. After being quoted the price. They added it to my policy for it to be the wrong state. So I called back to insure the vehicle in the correct state and they said they were reviewing my policy and I couldn't make changes to my account until I recieved an email. The person I talked to said it would be two days so I scheduled a car inspection where I needed proof of insurance 3 days away and have yet to receive an email. The customer service was horrendous. The last lady I spoke to made it seem as if I were responsible for my account needing to be reviewed and here I am with no insurance on my car. This was a major inconvenience and I'm getting quoted for prices right now to switch my policy Friday.

My car was parked in Advance Auto parking lot. I was in the store. One of the employees said to me "hey isn't that your car?" That plow guy just backed into it hard and pushed it forward up onto the curb! I got the drivers information. And the progressive information. Also I have spoken with the drivers boss from Woodies tire service. She apologized and stated they were taking full responsibility and would take care of everything. That was last Wednesday. On Thursday after speaking to Jennifer again she said she was going to call in a claim and I would get a call back same day. That didn't happen. Now on Friday I spoke with someone at Progressive and they said they just received the claim. Also I pleaded for a rental car as my car is now dangerous and illegal to drive as a result of the damage. They said they can't approve a rental until they talk to the owner and the driver! Seriously? the owner filed the claim! Now I call the driver and the Jennifer and ask them to call Maritza Ribeiro [protected] who is now assigned the case. I finally got a call from Maritza at about 5pm on Monday saying that she spoke with both parties and now I can proceed getting the car inspected for damage and get a rental. Now she tells me I have to come up with the deposit to get a rental! I am broke and the victim and should not have to pay one cent! She keeps asking when I can schedule the car to be dropped off. I keep telling her my wife works six days a week (its my wife's car) and until she has a rental I can't take the car anywhere because my wife needs a car to get to work! Not to mention that my wife is super unhappy and uncomfortable now being forced to drive an unsafe car! After going around in circles with Maritza on this I get really pissed and tell her I want to speak with her boss. She said ok but I haven't heard a word from them and yet another day my wife is forced to use the damaged car! The car was hit in the rear. I had an autobody shop do a preliminary inspection and they discovered a smashed tail light, quarter panel damage, bumper damage, trunk damage, then they opened the trunk and discovered more pushed in structure that they said need to be put on a machine and pulled back out. It was after this I spoke with the witness and found out the car was pushed onto the curb. So I wouldn't be surprised if there is damage under the front as well. I can tell you the alignment is off now and the car pulls to the right. I ca also tell you that now the exhaust has been bumped it is now louder and obviously leaks dangerous fumes under the car. The car is a 2003 civic hybrid with high mileage. I know the car is not worth a whole lot and its easy to see the damage is going to cost a lot so I wouldn't be surprised at all if it is deemed totaled. Maritza wanted me to bring the car in and drop it off. I can't do that being alone I would be stuck there. Also I said I wanted to be there for the estimate and speak directly to them. She said I can't do that. She also said once I drop the car off I am committed to having them do the repair. I told her I am not sure I will want them to fix it. She said then we can't give you a rental car. I am so furious. This is a very clear cut case of my property being damaged by your insured. It is my right to decide what I want done with the car once the damage estimate is done. I should be given a settlement check immediately to do with as I please. Not as you say. I can choose to have it fixed or not. I can choose to fix it myself or not. Doesn't matter, you owe me a settlement check! claim number is [protected]. Tomorrow will be a week already we have suffered with the damage. We should already have a settlement check from you. Instead things are at a complete standstill and I am not having it.

I had insurance for a truck that was totaled. Its on my credit report for $ 663. I refuse to pay for that when the truck was totaled jn a car accident for 18, 000. The lady on the phone said she couldnt help me out. Told me to find the paper work for the truck saying it was totaled. I dont have access to those papers. Progressive said I never told them it was totaled.

They have well over charged me and now have stolen money off my bank card for a device that I have never received I went through four different people in customer service trying to explain my original insured truck had failed and I got a new one and they cannot quote me now because of some quote years prior when I was on another person insurance policy and they charged my bank account 50.00$ which ain't nothing but aggravation because of someone else progressive is a terrible insurance company and I will never recommend it even if you have a accident they don't pay and or not as corporative as Geico and I have just switched and have better luck trust Geico not pro thief

My car was hit by one of your clients and went into the body shop 2/1/17. Upon dropping it I also received a rental from Enterprise which is in the same location as Progressive. The rental was being paid by Progressive so the only thing I needed to show was my DL and insurance. Upon returning the vehicle I advised the agent Karen that I should have toll charges and she said they would be mailed to me. I provided my debit card only to put gas in the car. Within a week my car was debited for $289 for Toll Charges. I immediately called the location and was told there was nothing they could do. Trying to explain I understand the charges have to be paid but I didn't give anyone permission to save or charge my debit card. This card should've never been kept on file. Here it is today I just received another debit for $20. I've called the agent that helped me Nathan concerning this matter but he has never called me back. At this point I would like Progressive to pay these charges because my card was not to be saved and the fact that no one has returned my calls is very unprofessional. I guess since they've fixed my car this isn't their issue but it is.

My account has been paid in full but I'm still being charged

I would like someone to call me back asap regarding this matter.
Tamekia Thrower
469.571.1891

My car was sent to the progressive shop at the end of november, the paint is peeling, and they dont want tomtake responsability, this is what i wa told at the shop.

""Sometimes people don't realize that snow causes scratches to the paint because it's soft and doesn't make a sound. Maybe you drove over snow this winter and scratched the paint under the bumper. This could also cause the bumper to bend and warp causing the paint on the passenger side to peel off."

Ok, i need to know what im expenting in a few more weeks sun, snow, ?

i need somebody to take responsability is only few weeks after the paint job, and nobody is taking responsability, answering my calls.

This is going on for 3 weeks, I NEED HELP!

Progressive needs to be aware that agero is leaving their customers on the side of the road for as much as 4 hours. As a progressive agent I have always raved about the excellent claims service progressive provides to their customers. Recently I have received 2 complaints about roadside assistance.in both cases insureds were left waiting for a tow truck.in both cases the local police department made our insureds get their vehicles moved and insureds were forced to call a tow truck themselves. This is not what we, as agents nor our clients expect. I understand that most insurance companies use agero as their go to roadside assistance, but, maybe it is time for those companies to make agero accountable. If the tow companies are not responding timely then I believe they should be removed from the call list. Progressive does not need to have their great claims service ruined by an outside vendor.

Hi

Our car was recently hit on the back by a person with progressive insurance.
We brought the car to the progressive repair.

Our claim is [protected]

But the service shop refuses to fix the problem in the proper way. They keep arguing the problem we are seeing after the "repair was completed", is with some straps on top of bumper when clearly the problem is with bumper itself, and therefore straps attaching to it look very weird, with visible significant gaps in the horizontal line, and not flushed in when connecting with other part of the strap.

They are making us go there several times, losing time and work. Certainly trying to difuse our complain. Also they brought a "shop manager" and he insisted the work was done as per Mercedes specs. Which by the way is completely absurd because it simply LOOKS BAD.

I work for Oracle corporation and Progressive has a special plan for Oracle employees which I am currently not using. However I will make sure our complain about this bad experience (and bad quality of repair) is known.

I will expect the problem to be solved to our expectations. And we will continue going to the shop until the problem is solved, but I want to report the very bad experience we are having both from a service standpoint (where the personnel wants us to take it as it is not matter what), and the quality of the repair which seems certainly bad.

Thanks,
Esteban Rodriguez

Hello my name is Brianna Perkins. I wrecked my car a couple weeks ago and progressive is my primary insurance. There was an issue with the color of the paint that was used on my bumper when the repairs were done. Progressive refused to make sure the paint matched the rest of the car because they would rather argue with the nice gentleman fixing my car instead of do their job and make sure my car is returned to me in pre-existing condition. So now I have to ride around with two different colors of paint on my car in which I'm still making payments on . I have paid progressive A ton of money for them to screw me over once again. I will be discontinuing my insurance service with them because they did not do their job as they never do. I hope that no one ever has to go through this again and watch all their hard earned money go down the drain.

After being with progressive for 9 years doubled our rate. Called to try and talk with them about this or for them to at least match the other Company. All they said was sorry we can't. I understand rates go up slightly. But this was $1400.00 a year higher. Smell something fishy. Cancelling my policy that day. No loyalty to their customers at all!
I don't think they cared!

So 6 months ago my bill was around $800 and then today I opened my bill and saw a $200 increase. I of course called and the guy told me that one of my neighbors had a high medical plan and that people in my town were speeding and getting into accidents so they raised my bill.This is the stupidest reason ever Ive ever seen. Can anyone explain why Im paying more because of my neighbors problems or because of someone else problems, is that person me who's getting into the accident no... then why increase my bill. If your raising my bill because of my neighbors I have no more to say but that Progressive is the worst insurance company Ive ever seen in my life.

I've been with Progressive for 9 years. I was in a car accident 3 weeks ago. My car was deemed a total loss and Progressive offered me a rediculous low ball settlement check. I own the car outright and worked my [censor] off to pay it off less than 6 months ago. I fought and argued that the "comps" they selected to determine the value of my car were subpar. They had much more milage or were multiple owner vehicles, some had even been in a wreck. These are not comps. I had a pretty much perfect condition, one owner, 6 year old car, with 60k miles on it. They did up the value a bit but not as much as it should have been. I could not replace my car for the value they thought it was unless I wanted one of those subpar options. This went on for two weeks. They sent out another adjuster to review the inspection of the damage on my car and somehow came up with even more damage. In the end, the tipping point determining whether my car was totaled or not was a mere $600. They would not budge any further and I finally accepted the settlement after researching what it means to own a salvage/rebuilt vehicle because I'm keeping my damn car. Insurability and financing a future buyer may be a difficulty for a salavage title, but as I love my car and worked so hard for it, it was worth it to me. I could have kept fighting, the next step would have been arbitration but that would only cost me more money and time.

Progressive claimed that they would continue to cover my car at full coverage, no change to my policy. I wasn't comfortable with that answer because they seemed to want nothing but to total my car. Why? So I called back and asked more questions. I taliked to 3 different reps about this issue, a singular contact would have been really great. Yeah, I could keep paying the premium for full coverage but my car would never actually receive that coverage. Should it be in an accident again, progressive will only pay out the scrap value of the car. Why would I pay for full coverage to only receive what is essentially liability coverage? I started to shop around and found five companies that would cover a salvage/rebuilt title. I went with State Farm with better coverage for about $20 more a month than I have been paying with Progressive. I moved all three of my policies today - auto, motorcycle, and home. I now have 250/500/250 with a $500 deductible, roadside, and rental coverage, as well as an umbrella liability policy. For only $20 more. And I have a real agent I can speak to face-to-face, if I wanted, about my policies and claims. This alone is invaluable.

You truly get what you pay for with Progressive.

December 2016, I was in an accident where the other party veered into my lane and hit me. Because I hesitated in my interview the agent told me I was lying. She then proceeded to call my work phone number repeatedly each day for a month even after I told her to please not contact that number. All she wanted to do was tell me again that she thought I was lying and that I was going to claim fault for the accident. This was the worst experience I've ever had with a claims agent. Kristianne Justeson forced me to claim fault for an accident that I was the victim of.

December 13, 2016, someone hit the side of my car due to speeding down a residential street. I placed a claim in right away with progressive. I was automatically told it was my fault. The person who was handling my claim Lucy was the worse claims representative ever. Before she received all the evidence and information she blamed me. Nothing I stated to her she took into accountability. I called the next day to speak to a supervisor and someone name Elaine spoke with me. Her response was the same as Lucy. At that point I was angry. So a week later I picked up the police report to send to them. The report stated that he was an unsafe driver and that he was speeding but that was still not enough for progressive. It was still my fault stated by Lucy. The point of this review is to let people know that progressive is a rip off. If someone hits your car prepare for the worse. Progressive will not fight for you, they will not look at any evidence, and it doesn't matter what you say. You will automatically be at fault. It is now a month later and I am still fighting this case. If you have progressive switch over to another company.

For almost 3 years an accident claim has been opened on my policy. You were trying to collect deductible. My son has waited for this money. Contacted you last fall and was told deductible hadn't been collected and will work on it. If he received a check, that will be why. Yesterday claim was still open. My son left message again for the adjustor. Talked again today and received the run around. All of sudden claim is closed and we are out $500.

My name is basem samwael claim # [protected] I been involved in car accident in 12/30/2016
My car been hit from from other vehicle witch insurers with progressive my car towed to impound yard I have no transportation I been paying from my pocket to go anywhere because I did fill claim and told I have to wait for the adjuster call . I didn't got any call so I did call and left a message in 01/05 me christall phone [protected] she called me back I explained to her my situation and my need for rent car or fix my car she talked with bad attitude said I have to wait and if I rent a car it will be my responsibility tell she do her investigation I ask how long will take she said she don't know I Lola her police report and witness clearly showing it is your client fault she said I don't car about that and have to wait and she don't know when that will be . I called yesterday and today I left message hope you can help me I don't want go to Attornys and courts I just need my car back and the money I spend for transportation thank you

I'm writing this to complain about Progressive, I call in October explaining to them that I was moving to another country. I told the customer service representatives that I need my driving history with them and that I wanted to cancel. They sent me my driving history, but never canceled me. Now I'm getting a bill stating I owe money. I live in a total Canada now and they are not admitting there fault in an attempt to collect $208.32. I did everything I thought I was suppose and they don't care at all.

Kareem Allen

Hello, I am writing to submit my pure frustration with progressive insurance and I hope that this can be resolved if not I will be taking my business elsewhere. I started this policy as a transfer over from Virginia to New Jersey. This was back in august I did the switch over to New Jersey. I had paid previously for my Virginia policy and then ended up getting a refund of $66/ and some change. Then I changed my billing to come out 10 days later. There was a mishap I swiped my card somewhere and because it was a chip they got my information and took my money. So when they payment came out it went negative. I then got everything straightened out and and paid 215 the following day I saw it was returned. Progressive then tried to process the payment again I guess because it was refunded and I got the money back from the double payment. Then my car was totaled October 1st. I had a rental car from 1st - 26 then after I had no car. I spoke with a rep and he said they would be making the changes and putting my account on hold because it was another driver added to my policy because they still had my address for a Long Branch NJ address when I had already moved. So that was not fixed because I had to call back 2 times and escalate to another supervisor to get the forms mailed to me to fill out and send back to them, When I got the form back I sent it back and mailed it in to them with my signature then Ms. Penny then fixed it and got my payments back to the name insured I was told it was going to be on from after October 26th. This wasn't all fixed till late December I paid the $98/ for the name insured and then I got a vehicle and called to add on the policy. Now they are saying I owe $1000/ when I know this had nothing to do with me or my fault if there was going to be a remaining balance on the account then that should of been told to me for switching to names operator. This has to be fixed by my pay date or I am going to take legal action since I have been with you all it has been nothing but frustration on top of frustration.