Progressive Car Insurance review: Customer service

Thirteen days after they retrieved my vehicle, there was still no status update or settlement offer, and no total-loss letter for my lender. Supervisor Jean-Luc Saint Victor told me he'd call as soon as he got word on the status. I found out my car was officially a total loss by checking their website myself.

My claims adjuster, Debra Ball, told me on October 1 that my medical treatment was covered. I got treated — the clinic confirmed coverage with Progressive first. During my X-ray, Medical Adjuster Timothy Garnett called the clinic to say I was NOT covered. He then spoke to Ms. Ball, who denied ever saying I was covered. Besides the embarrassment of looking like I tried to scam the clinic, I now owe 100% of the bills. Had I known I wasn't covered, I would have been seen at my client's medical office at no cost.

October 1 was the last call I had with my claims adjuster, Debra Ball. She has not called me since and doesn't return my calls despite the many voice messages I have left. After a while, the voicemail box stopped accepting my messages. There have been broken callback promises from her supervisor, Jean-Luc Saint Victor. I finally got a callback after I complained publicly on their Instagram on October 19.

Meanwhile, I pay daily for a rental, my car loan bills keep coming, and I need my vehicle for work. They are preventing me from getting another and are causing me to lose a lot of money. It has been 36 days since my accident. This is how Progressive treats its customers.