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 Insurance Company

  7520 Astoria Blvd Ste 130 Flushing, NY 11370

• 

  Progressive Insurance Co.

  300 Horizon Center Blvd Ste 308 Robbinsville, NJ 08691

• 

  Progressive Casualty Insurance Company, Inc.

  5 Hearthstone Ct Ste 203 Reading Sta, PA 19606

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:03/05/2025

  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.

  Progressive did not properly inform me of a pending non-renewal. Progressive lost my documents verifying my address. I asked for a discount on my policy or a discount on a future renewal of my policy and was denied. My only notification for my policy non-renewal was singular email.

  Business Response

  Date: 03/24/2025

  Hello, 
  
  Attached is our response and supporting documents. 
  
  All the best, 
  
  Emily K.
  Consumer Relations Specialist
  

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23024436, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Progressive left out important details from their response.

  1. When I started my policy I was allowed to use my lease agreement as proof of my garaging address.

  2. Progressive lost this document and has no documentation of this happening.

  3. Proof of a garaging address is a requirement to sign up for insurance with Progressive.

  4. A notice in the mail is not an adequate notification of a policy cancellation, especially when it’s due to a mistake on Progressive’s end.

  5. Progressive has also failed to mention the two phone calls I already had to make to them to provide information previously furnished, including my SSN.

  Progressive lost my documentation and is blaming me for their mistake. I will not be furnishing this documentation again, as I already provided it.

  Progressive’s response takes no responsibility.

  Regards,
  
  Kevin Della Grotte
  
  
  
  
   

• Initial Complaint

  Date:03/03/2025

  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.

  Progressive Auto claim - Progressive is not willing to replace my headlight with an original - The repair shop (Progressive approved shop) states that I will have to cover the difference

  Business Response

  Date: 03/17/2025

  March 17, 2025
  
  
  Better Business Bureau, Inc.
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal
  
  File: ******** (****** ******) 
  Policy: ********* (Personal Auto)     
  Claim: ************
  NAIC: *********
  Progressive County Mutual Insurance Company
  
  
  Hi Melissa,
  
  Thank you for sharing Mr. ******’s concerns about his claim. I appreciate the opportunity to review the claim and respond.
  
  We completed an estimate on Mr. ******’s 2019 Audi A5 to include replacement of a headlamp with a remanufactured part, which is in accordance with his policy contract (under Part IV, Limits of Liability, Section 1, Subsection d) which says we can select alternative parts when available for repairs to the vehicle.   
  
  However, after receipt of the remanufactured part by his shop of choice, we determined that the part didn’t meet insurance quality.
  
  On March 6, 2025, we completed a supplement and updated the estimate reflecting an OEM part.
  
  If you have any questions, please feel free to call me at *************
  
  Sincerely,
  
  Kevin ******
  Manager – Managed Repair
  
  
  

• Initial Complaint

  Date:02/28/2025

  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.

  My wife was a victim of an accident that almost killed her at the fault of the other driver who fled the scene of the accident. Garbage from a vehicle in front of her, flew out of their trailer while on the highway at speed. That garbage impaled through the front windshield, missing my wife by inches. We filed a report with Nevada State Police and they searched for the other driver, but could not find them. It was my understanding that the State Police had video footage from at least three different highway cameras but could not make out the license plate of the offending driver. The General declared the accident was not our fault and declared our vehicle a total loss, when it was only a dent on the hood and the windshield needed replacing. We changed insurance companies because of the laziness of The Generals adjuster to even physically inspect the vehicle, to see that it was minor damages with the major damage to the windshield. Upon changing insurance, we were not made aware that The General committed fraud in their claims to Progressive that my wife was at fault. This being said, we believe that The General overcharged us during the last few months of our coverage from them and they provided false information to Progressive, thus their overcharging us. This has cause me financial harm in the effect that our insurance raised beyond my ability to pay and the State of Nevada forced me to get a "too poor to have insurance" requirement of an SR-22. Progressive refuses to correct this even though I contact LexusNexus and they have the information listed as my wife was not at fault. But Progressive refuses to vet the information, saying that I need to file a dispute, all in the while I'm still paying way more for insurance than they are legally allowed to charge me. I believe we've been scammed out of money by both The General Auto Insurance in partnership with Progressive as well as the Nevada DMV as they all benefit financially from the scam they've imposed on us.

  Business Response

  Date: 03/18/2025

  March 18, 2025
  
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal 
  
  File: ******** (**** ********)
  Policy: ********* (Personal Auto)
  NAIC: *********
  Progressive Direct Insurance Company
  
  
  Hi Melissa,  
  
  Thank you for sharing Mr. ********’s concerns about his policy. I appreciate the opportunity to review the account and respond.
  
  On August 12, 2024, Mr. ******** bought his policy online, making a payment of $356.75 with his checking account. On the same day, he signed his policy documents online and completed enrollment in our Paperless Program, requesting we send all documents and bills to the email address on file, ****@****.mobi. During the quote process, we showed the accident listed as an At Fault Accident and he signed the Application confirming that information.
  
  I understand Mr. ******** disputes the At Fault listing. Often with hit and run accidents, the insurance company uses Collision coverage to resolve the vehicle’s damages. By doing so, it can result in other carriers using a default rating of At-Fault. We encourage Mr. ******** to reach out to The General to ensure that have rated him accurately for the loss. We are happy to review a letter from The General showing ******* didn’t cause the accident, which he can email to ****************************. If we receive valid documentation showing she didn’t cause the accident, we will adjust the policy accordingly.
  
  I’m sorry for the frustration this situation caused Mr. ********, but I hope this information clarified what happened on the policy and provided an option to resolve his concerns. If he has any other questions about his policy, he can contact Policy Services at 800-888-7764 as they are always available and willing to help.
  
  Sincerely,
  
  Scott R.
  Consumer Relations Specialist

• Initial Complaint

  Date:02/28/2025

  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.

  As of today, February 27, 2025, my adjuster, Brittany ********, who is responsible for assisting me with my claim for an accident that occurred on February 15, 2025, has been difficult to reach. I called her today due to a lack of updates on my claim, as the last time I heard from her was on February 21. After speaking with other adjusters, I was informed that she has not been documenting any notes regarding my auto claim. My claim has now been open for nine days, yet I have not been provided with any recommended body shops and had to find one on my own. Additionally, when I called her today, she answered the phone with an unprofessional attitude, saying, “Oh my god, what? Hello.” I pay over $600 for insurance and simply need assistance in resolving this issue. I want my car repaired without feeling like I am inconveniencing anyone or being met with unnecessary attitudes.

  Business Response

  Date: 03/18/2025

  March 18, 2025
  Better Business Bureau, Inc.
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal
  File: ********/****** ******
  Claim: ************
  Policy: *********/Personal Auto
  NAIC: *********
  Progressive Direct Insurance Company
  Dear Ms. Neal,
  Thank you for sending us the inquiry regarding Ms. ******'s concerns. I have reviewed the
  inquiry and our claim file and will provide the following information.
  On February 17, 2025, Ms. ****** reported that another vehicle struck her 2020 Nissan
  Altima while she was attempting to parallel park.
  On February 20, 2025, we spoke with Ms. ******, who described the incident as a hit and
  run. Ms. ****** agreed to take photos and a video of the damage to her vehicle, enabling
  us to complete an estimate.
  Based on the information Ms. ****** provided, we reported a claim to GEICO, as this was
  the insurance listed for the other driver's vehicle that Ms. ****** advised was involved in
  the incident.
  GEICO informed us that their customer claimed they were not involved in the incident, and
  they would likely deny liability. We shared this information with Ms. ****** and issued
  payment for the damages to her vehicle directly, as per her request.
  Attached is a copy of the estimate and the payment for the damages to Ms. ******'s
  vehicle.
  We will work to recover the amount we paid under Ms. ******'s policy.
  If you have any questions, please contact me at 412-501-6515.
  Best Regards,
  Jon ******
  Claims Manager
  

• Initial Complaint

  Date:02/27/2025

  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 am writing to register a complaint against Progressive Commercial Insurance Policy number:********* for an Inflated Insurance Premium without notice or consent and age discrimination. I purchased Commercial Insurance for our small business December 26, 2024, from Progressive after weeks of trying to get the best affordable down payment and affordable monthly rates. Everything was finalized after the downpayment of $3,700.00 was paid with 10 monthly payments of $1,836.85 for a remaining amount of $18,338.43 starting January 26, 2025 – October 26, 2025. I paid the first payment in the amount of $1,836.85 January 26,2025 per my contract due date. We received a notice in the mail on or about February 7, 2025, dated January 30, 2025, with a new insurance policy. The entire policy amount had doubled to $41,558.00 I called Progressive and was told due to an accident that occurred August 15,2024 with ***** ****** in his personal vehicle. The agent referred to the fact that ******* age had a lot to do with the increase in the policy. I gave her the information for two other drivers, she implied that they were old as well and it would make the premium increase by $5000.00. I gave her my information and she said the same thing. I told the agent that we have a small business and there’s no way we could afford to pay $8000.00 per month for insurance. Nor would we have agreed and passed up more Page 3 of 3 affordable insurance in December 2024 when it was time to renew. We have been misrepresented, misled and discriminated by Progressive Insurance Company, I sent them everything they asked for, otherwise they wouldn’t have taken the down payment and insured our business. Now we are being held undress to pay for some coverage we are unable to pay then and now. That’s why we shopped around for what we could afford.

  Business Response

  Date: 03/13/2025

  March 13, 2025
  
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH  44147
  Attn: Melissa Neal
  
  File: ******** (***** ******)
  Policy: ********* (Commercial Auto) 
  NAIC: ********* 
  Progressive County Mutual Insurance Company
  
  
  Dear Ms. Neal,
  
  Thank you for bringing these concerns to our attention. I appreciate the opportunity to review and respond to this matter.
  
  On December 26, 2024, this policy began directly through Progressive. At the time the policy started, we found an accident for one of the drivers on the policy. The customer told us the driver didn’t cause the accident.
  
  On December 30, 2024, we mailed a memo to the customer, requesting they send us valid documentation showing the accident as Not-At-Fault to maintain the same rating.
  
  On January 29, 2025, we completed our follow-up process about the accident dispute documentation. We didn’t receive valid documentation, resulting in us changing the Not-At-Fault rating to At-Fault effective the start date of the policy. We mailed a Declarations Page and memo to the customer as confirmation of these changes.
  
  Please note we will still accept valid documentation to adjust the accident rating accordingly. The documentation must state the driver as Not-At-Fault or show the accident as expunged/erased.
  
  While this may not be the outcome the insured wanted, I hope I explained what happened in more detail and addressed all questions and concerns.
  
  If there is anything additional, we can help with, please feel free to contact me directly at *************
  
  Sincerely,
  
  Jessica L. ******
  Commercial Lines Resolution Specialist

• Initial Complaint

  Date:02/27/2025

  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.

  BEWARE!!!!! The worst insurance company! Car involved in an accident with an F250. My car was parked, and I was not even in state. Progressive refused to fix the entirety of the damages.. The agent I was working with Kianna has now ignored me for over a month. Multiple phone calls, voicemails and emails With no reply. I have nobody else to reach out to. Not to mention, this is not my insurance because I was not involved in the accident. It is the person who hit my car insurance policy. I am pregnant and without a car to get to any of my appointments or work. For three months I had to pay out-of-pocket for Ubers and car rentals AGAIN I was not even in the car!! And I still can’t drive it… It Is still UNSAFE To drive according to the body shop and the rim and tire shop. For progressive to put a pregnant woman in an unsafe car is ridiculous What am I supposed to do? They have no sympathy. They do not care.

  Business Response

  Date: 03/17/2025

  March 17, 2025
  
  
  Better Business Bureau, Inc
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal
  
  File: ********/***** ********
  Claim: ************ – Personal Auto
  NAIC: ********* 
  Progressive Advanced Insurance Company
  
  
  Hi Melissa,
  
  Thank you for bringing Ms. ********’s concern to our attention. I appreciate the opportunity to respond and apologize for any frustration caused.
  
  Ms. ******** stated that our customer pushed her vehicle into a curb on the left side, causing a left center wheel bend. I spoke to our customer, who confirmed her vehicle impacted the 2020 Chevrolet Camaro on the right front fender and did not push it onto a curb on the left side. The damages claimed by Ms. ******** are not in line with the current loss.
  
  I advised Ms. ******** that we will not cover the damage she is claiming, and she accepted our investigation findings. We’re currently seeking clarification regarding rental, including a pending invoice and documentation, from Ms. ********.
  
  I hope this helped to clarify the concern. If you have any additional questions, please feel free to call me at *************    
  
  
  Sincerely,
  
  Maria ******
  Managed Repair Supervisor
  

• Initial Complaint

  Date:02/26/2025

  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.

  On January 30, 2025, I gave my 17 year old son permission to drive to school and was hit by anpther driving stating that the car in front of my son swerved in front of her causing her to over correct and hit my son sending him over the curb and 7 inches from a concrete wall. My son was not on my insurance because he had just moved back into the home on January 3, 2025. After the accident I called the insurance company AND I spoke with the other driver who let me know she was in several accidents prior to this just a few months prior and that my son was NOT at fault. I recorded the conversation AND of her giving me her insurance information and ID. they said they could not use this information because her face is NOT identificable, however she has VERY distinct tattoos on her arms, which can be identified. The sheriff was also very sketchy and did not interact with my child but did, however, interact with the other driver, helping her take things out of her trunk and stating to her, in front my husband AND son, that my son did something wrong, to which she stated that was not correct several times. When I called the insurance they requested proof of my son’s address of where he was for the time he was not in the home. Asked me if he had his own room. Asked me for college applications just to finish the liability and coverage investigation. Now, on February 11, 2025, Progressive did not contact me but added my son on my insurance policy and states “NO FAULT ACCIDENT on 1/30/2025, 0 Points” according to CLUE. Since this was listed as of February 11, 2025, this is showing that liability has already been established! If this has been reported to the national reporting agency through LexisNexis. And it is now February 27, 2025 with NO results, my car is not operational and the claims adjuster Arianna ****** is not answering calls or emails from me or my lawyer. Progressive also added my son without my permission and did NOT ask my permission, and my car is not fixed.

  Business Response

  Date: 03/14/2025

  March 14, 2025
  
  
  Better Business Bureau
  200 Treeworth Boulevard
  Broadview Heights, OH 44147
  Attn:   Melissa Neal
  
  File:              ********/******* *******                              
  Claim:           ************         
  NAIC:            *********
  Progressive Select Insurance Company
  
  Hello Melissa,
  
  Mrs. ******* is represented by counsel and her attorney advised us not to communicate with Mrs. ******* regarding our investigation. We’ve directed our
  communication through her attorney throughout this process. We finalized our liability investigation on March 4, 2025, and advised her attorney of our findings. 
  
  Based on our investigation, we found that Mrs. *******’s son is a resident of her household and was added to the policy as a driver. We have also communicated the findings of our collision coverage investigation to Mrs. *******’s attorney.
  
  We will continue to work with Mrs. *******’s attorney to resolve the property damage claims.
  
  Should Mrs. ******* want to discuss options regarding changes to her policy, including potential cancellation of her policy, we ask that she contact our Policy Services department at **************. Our representatives are available to address any policy questions she may have and advise her of the potential effects of not carrying insurance. 
  
  Sincerely,
  
  Ryan *****
  Claims Manager

• Initial Complaint

  Date:02/26/2025

  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.

  Dec.09,2024 Flood I work in ********** LA and on this day It had flooded at my job . I let my insurance company know what had happened and that my car was involved in a flood and that the car wasn't starting / cutting off. with this being said the battery had died. they had someone come out to try and jump it off and it didn't work. they later had it towed to ****** on Manhattan which is on of there sites for inspections. They came back and said they could do anything there because it was a collision center. but these ppl had done told them it was flood damage total out they came back and said they needed it to go some place else. Now it went to *** auto where he said oh it was just a battery and oil I'm not checking nothing else. Now they telling me I have to bring it to another place since they didn't do what they wanted done. They just giving me the run around while I don't have away to and from work. lastly he going to tell me today about ********* collision center. and my reply was its a collision center didn't you have a problem with ****** being a collision center in the being since it wasn't from a wreck. Did ask them if they wanted to talk to the ppl I work for so they can tell them that it had flood back here or if they needed them to write a letter or anything. Since my car is the only one that hasn't been paid off or anything since Dec. He told me no n they know it was in the flood they just need to see how bad it was . They not understanding that nobody wants to deal with a flooded car. so i have been getting the run around . I don't have a car to get back and forth to work and it is starting to stress me out. Since they doing as if they do not care

  Business Response

  Date: 03/13/2025

   

  
  March 13, 2025
  
  Better Business Bureau, Inc.
  200 Treeworth Blvd.
  Broadview Heights, OH 44147
  Attn: Melissa Neal 
  
  File: ******** / **** ********
  Policy: ********* (Personal Auto)
  Claim: ************
  NAIC: *********
  Progressive Paloverde Insurance Company
  
  
  Hello Ms. Neal,
  
  Thank you for sharing Mrs. ********’ concerns with us. I appreciate the opportunity to address this matter further.
  
  Mrs. ******** filed a flood claim for her 2012 GMC Terrain on December 23, 2024. Her vehicle was parked and unoccupied during a flood event on December 9, 2024. The vehicle was towed to ****** on December 30, 2024; however, ****** was unable to work on it. We agreed to move the vehicle to a shop of her choice.
  
  On January 9, 2025, Progressive re-inspected the vehicle at her shop of choice, ****. They advised that the vehicle only needed an oil change and a battery replacement. They completed an estimate that included a pre-scan. The total estimate amounted to $1,270.88, which is below Mrs. ********' $2,000 deductible. The vehicle was not deemed a total loss.
  
  I spoke with Mrs. ******** on February 20, 2025, and she expressed concerns about possible water in her engine. On February 27, 2025, we agreed to have her vehicle towed to ***** **** for an engine diagnosis.
  
  On March 5, 2025, ***** **** confirmed that there was no water in the engine and that the vehicle was running properly. I also confirmed with ***** **** that Mrs. ******** is scheduled to pick up her vehicle on March 11, 2025. The total estimate for Mrs. ********' claim is $1,419.05, which remains below her $2,000 deductible.
  
  If you or Mrs. ******** have any further questions, please to contact me at ************ or at *****************************.
  
  Sincerely,
  
  Nathaniel *****
  Progressive Claims Supervi

• Initial Complaint

  Date:02/25/2025

  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 got a Progressive policy through a broker, ********. The policy was 4/23/2024-10/23/2024 The policy was paid in full When the policy ended, my car was put into storage. I’m getting my car out of storage this week (02/2025) I found out this morning that the policy auto renewed without approval or awareness last year (10/2024) Progressive has an outstanding balance for the unapproved renewal of $160.71. Progressive sent the balance to collections, and will not reverse the charge. I want the charge and outstanding balance removed.

  Business Response

  Date: 03/12/2025

  March 12, 2025
  
  
  Better Business Bureau Inc.
  200 Treeworth Blvd.
  Broadview Heights, OH  44147
  Attn: Melissa Neal  
  
  File: ******** – ******* *******
  Policy: ********* - Personal Auto                                                                    
  NAIC: *********
  Progressive Michigan Insurance Company   
  
  
  Hello Melissa,
  
  Thank you for sharing Mr. *******’s concerns. I’ve reviewed the policy and am happy to provide the following information.
  
  When Mr. ******* bought this policy on April 23, 2024, he chose to have his payments automatically deducted from his bank account via electronic funds transfer (EFT). The authorization form he signed acknowledges we will deduct payments on the policy, including any renewals of the policy, and it explains the authorization remains in effect until Mr. ******* notifies us that he wishes to end it, either in writing, by accessing his policy online, or by calling us.  
  
  On September 26, 2024, we sent Mr. ******* a renewal offer for his next policy due to become effective October 23, 2024. With this notice, we let Mr. ******* know that we’d automatically withdraw his payment of $599 on October 23, 2024, to renew his policy, and if he did not want to renew automatically, to please contact us by phone. Because Mr. ******* did not call us, we withdrew the scheduled payment of $599 and renewed the policy.
  
  Unfortunately, Mr. *******’s bank notified us that they did not honor the $599 payment. We reversed the payment from the policy and sent Mr. ******* a cancel notice both by email and U.S. Mail, letting him know we must receive his payment by November 17, 2024, to avoid cancellation. We did not hear from Mr. ******* or receive a payment, so the policy canceled leaving a balance due of $160.71.
  
  We charged him $129.34 for coverage from October 23, 2024, to November 17, 2024, plus $11.37 for the prorated MCCA Deficiency Recoupment, MCCA Full Recoupment, and Statutory Assessment Recoupment fees, and a $20 returned payment fee, for a total of $160.71. We sent him two bills for the balance, and because we did not receive it, we referred the balance due to collections.
  
  On March 6, 2025, we received Mr. *******’s payment, satisfying the balance owed.
  
  Because the balance we reported was a valid amount that Mr. ******* owed at that time, we can’t remove it from his credit record. However, we have notified the collection agency to update the report to show he satisfied the balance.    
  
  If you need anything else, please let us know.  
  
  All the best,
  
  Rose
  Consumer Relations Specialist

• Initial Complaint

  Date:02/24/2025

  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 sent in a document saying I had insurance before I got with them and I sent to there email address and it don’t take that long to get something to the email and they put my insurance up to 236.34 and I’m not paying that much for insurance and there number is 1-800-776-4737

  Business Response

  Date: 03/11/2025

  
  March 11, 2025
  
  
  Better Business Bureau, Inc.
  200 Treeworth Blvd
  Broadview Heights, Ohio 44147
  Attn: Melissa Neal
  
  File:            ********/******** ******
  Policy:         *********/Personal Auto-NC
  NAIC:          *********
  Progressive Premier Insurance Company of Illinois
  
  
  Hi Ms. Neal,
  
  Thank you for sharing Ms. ******’s concerns with us. I appreciate the opportunity to assist.
  
  On January 6, 2025, Ms. ****** purchased auto insurance with us. She confirmed she had auto insurance coverage prior to this policy, so we included a Continuous Insurance Discount. To maintain the discount, we asked her to provide proof of her prior coverage from July 6, 2024, to January 6, 2025. We asked her to provide that to us by January 28, 2025, to avoid an increase.
  
  On January 28, 2025, we sent an Underwriting Memo asking her to provide the proof of prior insurance to us by February 11, 2025, otherwise we will remove the discount. We provided her with a list of documents that we can accept as proof.
  
  On February 15, 2025, we removed the prior insurance information, which removed the related discounts of Five Year Accident Free and Continuous Insurance: Silver, effective January 6, 2025. The rate increased by $201 and we sent a Declarations Page that outlined the changes.
  
  We also sent an Underwriting Memo that explained we removed the prior insurance information and increased her premium. We provided her with a list of documents that she could still send to us to review.
  
  On February 26, 2025, she sent us a bill from a debt collector, FirstPoint, dated for November 25, 2024. This is the same documentation she provided to the Better Business Bureau in her inquiry. We cannot accept this document as proof of prior insurance.
  
  The proof of prior insurance must be a Declarations Page or ID Card from a prior carrier showing coverage from July 6, 2024, to January 6, 2025. The proof must show her Bodily Injury Liability limits and list her as a covered driver. She can send this proof to **************************** and we would be happy to review it.
  
  We apologize for any frustration this process has caused. I'm hopeful this explanation provides the needed clarification.
  
  Regards,
  
  Emily K.
  Consumer Relations Specialist