Progressive Casualty Insurance
reviews and complaints

I have a 2006 dodge ram 1500. I hit a deer on Thursday November 30th and I took it to Sony's body shop in traverse city mi as it is not drivable. When the adjuster called my and told me to amount I began asking questions because there is a significant amount of damage to my passenger side wheel well/ axle are because that is where the blunt of the hit occurred. I was informed that some of that probably wouldn't be covered because it wasn't deer related.. However I maintain a clean and very well maintained vehicle. The wheel felt like it was going to fall off and grinds, as well as some noises when shifting in an out of years. Now I understand things not related are not covered, and I am totally understanding of that. However all of the damage in that area. The adjuster also acted like he was talking to a child who wouldn't have basic knowledge. I do not appreciate that from a company I have been loyal to and paid alot of money in premium to.

I was the victim of a car crash while sitting still at a stop sign. A Progressive customer T boned another car in front of me and propelled that car into me as I sat still. I called Progressive and was assigned a claims adjuster. At first it seemed as if Progressive would accept liability but then the adjuster found a loophole to deny coverage. The police report wasn't clear which of the two vehicles stopped first leaving it to interpretation that they arrived simultaneously. That was not the case. I was the witness. The Progressive customer arrived second. There is a second eye witness who says the same thing. However, Progressive is still dragging their feet and won't pay the claim. I had no part in the accident except for being hit while sitting still. The claims adjuster Taylor Schofield was clearly inexperienced and didn't know how to handle the situation correctly so her approach was to try to be authoritative and shut me down. She said repeatedly, "there is no further discussion", " I am not changing my mind", " end of discussion." She continually told me to file with my own insurance saying "That's why you have full coverage." She became exasperated and hung up on me in mid sentence. I have filed a compliant with the state of Wisconsin Insurance Commission and she is named in the complaint. She now says she is investigating further but she has both witness statements, the police report showing the location of the accident within the intersection (which clearly implicates the Progressive driver), photos that show the Progressive driver T boned the other driver. Yet, she is stalling. My car, a BMW 640xi had to be towed away and sits in the collision center awaiting Progressive to take responsibility. I am covering all my own costs including towing, car rental, etc. in the meantime. The claims adjuster is poorly trained and is out of her element in this job. When she realized she was in the wrong, instead of taking responsibility she tried to shut me down and hung up on me. I will be pursuing further action against Progressive above her head.

So I've been using Progressive for over 15 years and never filled one claim with them until now. After hitting a deer recently I had to file a claim and the process was fairly simple up front. The issues came once may truck was in the shop and I was trying to contact my claims rep and field agent with questions. I'd left several messages over a 3 day period and sill no return calls and actually it was about a week before I ever got a call back. The funny part was I had already picked up my truck and they had no clue. Having been such a loyal customer of Progressive for so many years I can't believe the type of service I received from this company. Thanks for being there for me in my time of need Progressive. The icing on the cake was when I called up the corporate office explained what was going on and that I had some questions the guys began to give me attitude. So at this point I have decided to look for a new insurance company.

For the experience that I have with progressive service line make me feel that it was a good choice to stop business with this company.

I was trying to request a letter of experience of my previous accident for my current insurance company 3 weeks ago, at the very earliest time, they told me my request will be a rush request, and it will cost about 2 days maximum to process it, however until now no one even care about my request, they just submit the request and the ticket goes to processing department, no one follow up, until I called 3 weeks later, my request still outstanding there. I called 4 times within 3 weeks to follow up with my request, every single time the representative told me the same thing: they will submit a rush request,

However, who really take the responsibility to take care of my rush request in this insurance company? Representative told me all they can do is to check the status in computer, and the one who really process and send out my fax is a separate department. I don't have the access to reach out processing department to make sure they sent out the letter on time, and there is no way for the people who help me on the phone to make sure my request being sent on their end.

I feel like this issue will be going back and forth forever! I think this company has a serious issue about their processing management. I feel sad for them and very disappointed about their service.

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.