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Progressive CorporationHeadquarters
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Complaints
This profile includes complaints for Progressive Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,755 total complaints in the last 3 years.
- 2,038 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/14/2025
Type:Service or Repair IssuesStatus: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 called progressive i believe in February or march inquiring about why I the autopay program was not being deducted from my account as in the app it states I am enrolled. I was told I am unable to get autopay as I had rejected payments, which was understandable. I asked why does it state in the app that I am enrolled. Was told it was an error but that my renewal was coming up in April and I would be able to enroll in the autopay program once I renewed. Which I did however I looked in the APP today and it wouldn't allow me to make changes or anything. I contacted customer service and was told I was given incorrect information that in a 6 month period I cannot have rejected payments. I let her know I was told by customer service that I would be eligible again once I renewed and I expect progressive to honor this. However they refused. This is false advertising and I don't remember signing anything about the autopay program rules and speculations. So in my book this is fraud.Business Response
Date: 05/24/2025
May 24, 2025
Better Business Bureau, Inc.
200 Treeworth Blvd
Broadview Heights, OH 44147
Attn: Melissa Neal
File: ********/***** *******
Policy: ********* (Personal Auto)
NAIC: *********
Progressive County Mutual Insurance Company
Hi Ms. Neal,
Thank you for sharing Ms. ********* concerns with us. I appreciate the chance to address them.
Ms. ********* policy began on October 23, 2024. We tried to process automatic card payments on November 28, 2024, January 28, 2025, and February 28, 2025, but each attempt was unsuccessful.
We place Ms. ******* on a payment restriction on February 28, 2025.
On May 14, 2025, Ms. ******* called us about her rate increase. We informed her that we removed EFT (Electronic Funds Transfer) due to the declined payments. One of our representatives informed her that she could re-enroll in autopay when her policy renews. However, when she contacted us again at a later date, she learned that she couldn't be placed back on autopay due to the declined payments within a rolling six-month period.
Our policy states that if there are two or more returned EFT or one-time ACH payments, or three or more declined automatic card payments within a rolling six-month period, we cannot reinstate automatic payments. The rolling six-month period starts from the date of the first declined or returned payment, and only the oldest declined payment is removed from this period. Unfortunately, we cannot offer automatic payments to Ms. ******* at this time.
We will provide feedback to the representative who gave incorrect information. If there are any questions or further assistance needed, please contact us at 800-999-8781 or email ******************************
I apologize for any inconvenience this may have caused. Thank you for your understanding and support in resolving this matter.
Sincerely,
Melinda C.
Consumer Relations SpecialistInitial Complaint
Date:05/13/2025
Type:Service or Repair IssuesStatus: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.
There customers destroyed my house and they refusing to pay for the damagesBusiness Response
Date: 05/28/2025
May 28, 2025
Better Business Bureau
200 Treeworth Boulevard
Broadview Heights, OH 44147
Attn: Melissa Neal
File: ********/******* *******
Claim: ************
NAIC: *********
Progressive American Insurance Company
Hello Melissa,
This letter is in response to your inquiry dated May 13, 2025.
We’ve acknowledged liability for the accident. Our insured was responsible for causing damage to several properties. As multiple parties have filed property damage claims, the total damages exceed our insured's $10,000 Property Damage coverage limit.
We’ve presented offers to settle all claims, but Mr. ******* has not accepted our offer. Recently, Mr. ******* informed us of further property damage, necessitating additional investigation to verify its connection to the incident and requiring new negotiations with all involved parties. We’re in contact with everyone involved and are actively working to resolve the claim within our insured’s policy limits.
Please feel free to call me at 440-910-1830 with any additional questions.
Sincerely,
Tress *******
Claims Manager
Progressive Select Insurance CompanyInitial Complaint
Date:05/12/2025
Type:Service or Repair IssuesStatus: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 was involved in an accident 02/07/2025 where a vehicle that was insured by Progressive Insurance backed into my vehicle and caused damage. The vehicle owner did not have her policy information on her at that time but gave me her personal information as well as the police officer that responded to the call. I received her policy information through my insurance company. I then contacted Progressive Insurance and filed a claim. Approximately 1 and a half to 2 months later Progressive Insurance tells me that she doesn’t have coverage. I find it difficult to believe that it takes 2 months to determine if someone is covered by insurance. Now I have to contact the courts and law enforcement to go through another lengthy process that getting my vehicle repaired where a lot of time has already lapsed due to this companies, so called investigation of whether or not if a driver is covered by them. I believe they wasted a lot of time to find a way to not pay for the damages done to my vehicle. Either someone has a policy with them or they don’t. And why is it that my insurance provided me with their information and a policy number under them.Business Response
Date: 05/27/2025
May 27, 2025
Better Business Bureau, Inc.
200 Treeworth Blvd.
Broadview Heights, Ohio 44147
Attention: Melissa Neal
File: ********/***** *********
Claim: ************/Personal Auto
NAIC: *********
Progressive Preferred Insurance Company
Hi Melissa,
Thank you for your letter dated May 12, 2025, and for sharing Mr. *********** inquiry with us. I appreciate the opportunity to clarify the situation.
On May 7, 2025, we finalized our coverage investigation for this claim. We needed to confirm whether we had a valid and active policy on the date of loss. Coverage investigations can take time because we must allow our customers enough time to provide requested information. Additionally, we collaborate with our business partners, such as insurance agents and brokers, to verify information. We understand that coverage investigations can be frustrating for customers like Mr. *********, and I empathize with that. However, we have a duty to complete thorough investigations. Unfortunately, there was not an active policy with us for this loss. Two levels of leadership reviewed the coverage investigation before we communicated the decision. We called Mr. ********* and mailed him a letter confirming the decision.
After receiving this inquiry, our leadership team reviewed the investigation, and we stand by it. As we do not have coverage for the accident, we are unable to address Mr. *********’s damages.
I hope this helps address the concerns raised by Mr. *********. Please feel free to email ***************************** if you have any questions.
Sincerely,
Stephanie M.
Claims SupervisorInitial Complaint
Date:05/12/2025
Type:Billing IssuesStatus: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 have an insurance with progressive insurance. I added my daughter to my insurance, the lady said it shouldn’t cost too much more- I was paying 315/ month. I just looked at my account- it was negative! They charged me 580!!!!! Without my consent!!!Business Response
Date: 05/29/2025
May 29, 2025
Better Business Bureau, Inc.
200 Treeworth Blvd
Broadview Heights, OH 44147
Attn: Melissa Neal
File: ******** (****** *****)
Policy: ********* (Personal Auto)
NAIC: *********
Progressive Select Insurance Company
Hi Melissa,
Thank you for bringing ****** *****'s inquiry to our attention. I appreciate the opportunity to address her concerns.
On March 31, 2025, ****** ***** had an accident with her 2018 Ford Edge, and we determined she was at fault. During our investigation, we found that ******** *****, who lives with Ms. ***** and is related to her, needed to be added to the policy. We added ******** ***** to the policy on April 2, 2025, based on the information received from claims, which increased the policy by $392.71. We issued updated policy documents to reflect this change.
On April 8, 2025, we submitted a payment of $188.41 from the checking account on file. This was the original amount due before the change, and we couldn't update it because we couldn't give enough notice.
We emailed Ms. ***** a payment reminder on May 5, 2025, for the amount due on May 8, 2025.
On May 8, 2025, we submitted a payment of $581.08 from the checking account on file.
On May 14, 2025, we received notice from the bank that Ms. ***** stopped the payment. As a result, we removed the Electronic Funds Transfer discount and automatic payments, as we were no longer authorized to take payments from that account.
On May 23, 2025, we issued an invoice for $1,040.51, which includes May and June's premium with the added driver.
I recommend Ms. ***** call Policy Services for a policy review to ensure we are rating her accurately. She can also consider excluding ******** from coverage to help with pricing. Policy Services is available at 800-888-7764 and is always willing to help.
Sincerely,
Scott R.
Consumer Relations SpecialistInitial Complaint
Date:05/09/2025
Type:Service or Repair IssuesStatus: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 March 17th, 2025, My truck as struck by another driver while I was stopped at a stop sign. The accident was 100% the other driver’s fault. I filed a claim with their insurance company (Progressive) and was told that they’d be in contact within the next business day. That never happened. I called them multiple times. I sent text messages. After a month and a half, I was forced to file with my insurance company to have my truck repaired. I also filed a complaint with the NC insurance Commission. That prompted a phone call from Progressive to say that they accept responsibility for the accident, but that’s it. Since they ignored me for a month and a half, I already have the claim in motion with my insurance company though for the repairs and I don’t have rental car coverage on my own policy. If the accident was my fault, I’d pay for a rental car while mine was being repaired. The accident was not my fault and now Progressive is refusing to cover a rental car since I filed with my insurance company. I wouldn’t have filed with my company if they hadn’t ignored me for a month and a half. I feel that Progressive is 100% responsible for covering this rental car expense. They cannot simply ignore me for a month and a half and hope I go away. They need to take care of their responsibilities. The last page I was on while filing this complaint said you’d need an account number but didn’t give a place to put it. The insurance number for the driver at fault is *********. Can you help?Business Response
Date: 05/23/2025
May 23, 2025
Better Business Bureau, Inc.
200 Treeworth Blvd
Broadview Heights, Ohio 44147
Attn: Melissa Neal
File: ********/****** *****
Claim: ************/Personal Auto-NC
NAIC: *********
Progressive Premier Insurance Company of Illinois
Hello,
Thank you for sharing Mr. *****’s concerns with us. We appreciate the opportunity
to review this situation and provide details of the outcome.
On March 17, 2025, Mr. ***** and Ms. ****** were involved in an intersection
collision. Ms. ****** turned short and struck Mr. *****’s vehicle. The claim was
reported to us on March 18, 2025, and we assigned it to an adjuster the same day.
During the assignment, we discovered that Ms. ******, who was driving our
customers 2012 Toyota Highlander, was not a listed driver on the policy. Therefore,
we needed to conduct a coverage investigation in addition to the liability
investigation.
On March 18, 2025, we attempted to contact our insured, ***** ******, the owner
of the 2012 Toyota Highlander, and reached out to Mr. ***** to inform him about
the claim, the adjuster, and to request any pictures he had. We tried to contact Mr.
****** again on March 21, 2025, via call and text but received no response. We
received the police report on March 24, 2025.
On April 2, 2025, we spoke with Mr. *****’s insurance carrier, informed them of the
coverage investigation, and obtained Mr. *****’s facts of loss. We attempted to
contact Mr. ****** again on April 2, 2025, via call and text with no response.
On April 16, 2025, we finally reached Mr. ****** to discuss the driver of the vehicle
and obtain contact information for Ms. ******. We contacted Ms. ****** on April
25, 2025, to discuss her driving the vehicle and to obtain a statement regarding the
facts of loss.
On April 30, 2025, we resolved the coverage issue. We contacted Mr. ***** on May
1, 2025, to confirm that we had cleared coverage and accepted liability. Mr. *****
informed us that he had used his insurance coverage for the damages to his
vehicle. We assured him that once we receive the demand from his insurance
carrier, we will review it for reimbursement.
If you have any further questions, please contact me at 980-209-8111 or
*****************************.
Sincerely,
Liz *****
Claims ManagerInitial Complaint
Date:05/08/2025
Type:Service or Repair IssuesStatus:ResolvedMore 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.
Policy: ********* An accident that my son was involved in has been put on my record. I totally understand the mistake, but I have tried to resolve this to no end for months. I am told, over and over that the claims adjuster (Reagan) must fix the problem. I have reached out to her on four different occasions and her supervisor on one occasion.Business Response
Date: 06/02/2025
June 2, 2025
Better Business Bureau
200 Treeworth Blvd.
Cleveland, OH 441147
Attn: Melissa Neal
File: ******** (***** *********)
Claim: ************
Policy: ********* (Personal Auto)
NAIC: *********
Mountain Laurel Assurance Company
Dear Ms. Neal,
Thank you for sharing Mr. *********** concerns. I appreciate the opportunity to respond and am pleased to report the actions taken on the claim since the inquiry was filed.
On July 15, 2024, the loss occurred, and we identified the driver involved as ***** *********, not his son ***** *********, Jr., who was also a listed driver at the time.
On March 14, 2025, Mr. ********* brought the driver discrepancy to our attention. We updated the driver information to reflect the correct full name and date of birth.
On April 30, 2025, Mr. ********* informed us that the accident was still appearing on his driving record. We verified that the liability coding was attached to Mr. ***** *********, Jr. and sent a memo to our Underwriting department. We explained the steps taken to Mr. *********.
On May 8, 2025, Mr. ********* reached out again to inquire about the delay in updating the claim on his driving record. We noted that the alert was sent and was still being processed.
On May 22, 2025, we updated the policy to show the accident as a Not at Fault accident effective November 9, 2024, when we added it to the policy. This resulted in a credit on the prior term of $174.07 and $166 on the current term. We issued updated policy documents showing the changes.
If you have any additional questions, please contact me at ************.
Sincerely,
Cherie *******
Claims ManagerCustomer Answer
Date: 06/02/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory.
Regards,
***** *********
Initial Complaint
Date:05/08/2025
Type:Service or Repair IssuesStatus: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 name is ****** ******. On April 22, 2025, I was told by Progressive Insurance that if I paid the balance due, my auto insurance would be reinstated with no lapse and backdated to April 6. I followed their instructions and paid via Western Union. After payment was confirmed, a representative asked if I had been in an accident. When I said yes, they refused to reinstate. I was scared, needed my insurance, and corrected myself under pressure. They reinstated the policy anyway. Later, I found out the other party had filed a claim, and Progressive denied me coverage—despite accepting my payment and reinstating me. I never filed a claim. I now face financial harm and liability exposure while Progressive continues to process a claim under my policy. I’ve filed a formal complaint with DOBI and submitted a sworn declaration. I want this addressed publicly to prevent this from happening to others.Business Response
Date: 05/28/2025
May 28, 2025
Better Business Bureau
200 Treeworth Blvd.
Broadview Hts., OH 44147
Attn: Melissa Neal
File: ******** ****** *******
Policy: *********
Claim: ************
NAIC *********
Progressive Garden State Insurance Company
Ms. Neal,
We received your inquiry of May 8, 2025. Thank you for forwarding Ms. *******’s concerns about this policy and claim. I’ve reviewed the file and I’m happy to provide additional information about what has happened so far.
The incident was reported to Progressive by ***** Insurance on April 25, 2025. According to *****, the time of the accident was 9:25 AM, involving two vehicles: Ms. *******'s and the ***** policyholder's. The police report, however, recorded the time of the accident as 10:23 AM. The Progressive claims representative contacted the ***** driver, who confirmed that the accident occurred around 9:25 AM. The ***** driver explained that they initially called the police at 9:25 AM, but no officers were dispatched as there were no injuries. Because one vehicle was not drivable, the police were contacted again at 10:21 AM, arriving at 10:23 AM, which is reflected in the police report. The ***** driver provided a photo from their cell phone showing the initial call to the police was made at 9:27 AM.
Upon reviewing Ms. *******'s policy, our records show that her policy was canceled on April 6, 2025. Ms. ******* attempted to reinstate her policy on April 22, 2025, at 10:03 AM. Due to her payment history, she was informed that payment must be made via money order, cashier’s check, or Western Union. Ms. ******* made a payment on April 24, 2025, at 8:57 AM and provided a statement of no loss to reinstate her policy without a lapse.
Our claims investigation revealed that Ms. ******* provided a false statement of no loss. The accident occurred on April 22, 2025, at approximately 9:25 AM, which was after her policy cancellation on April 6th and before the policy reinstatement and statement of no loss on April 24, 2025.
A claims denial was issued to Ms. ******* on May 2, 2025. The claim was denied due to fraud and misrepresentation, as Ms. ******* knowingly concealed or misrepresented material facts when reinstating her policy and providing a false statement of no loss. Although Ms. *******'s 2018 Mercedes had a $1,000 deductible, no payment was made due to the claim denial.
As outlined in her policy contract, her policy will still provide minimum liability limits (25k Property Damage and 25/50 Bodily Injury for third-party claims). Additionally, a law enforcement referral was completed regarding Ms. *******'s involvement in fraud and misrepresentation.
I have enclosed a copy of the denial letter for your review. Below is the policy wording for the basis of the coverage denial.
PART VII – GENERAL PROVISIONS
FRAUD OR MISREPRESENTATION
This policy was issued in reliance upon the information provided on your insurance application and the coverage selection form. We will not provide coverage, and may void this policy at any time if you:
1. made incorrect statements or representations to us with regard to any material fact or circumstance;
2. concealed or misrepresented any material fact or circumstance; or
3. engaged in fraudulent conduct;
at the time of application or at the time of renewal. This means that we will not be liable for any claims or damages that would otherwise be covered.
Any changes we make at your request to this policy after inception will be made in reliance upon information you provide. If you:
1. make incorrect statements or representations to us with regard to any material fact or circumstance;
2. conceal or misrepresent any material fact or circumstance; or
3. engage in fraudulent conduct;
in connection with a requested change we may void the policy or reform it as it existed immediately prior to the requested change. We may do this at any time, including after the occurrence of an accident or loss.
When we have not voided or reformed the policy, we may still deny coverage for an accident or loss if you, in connection with the policy application, in connection with any requested change, or at any time during the policy period, have knowingly concealed or misrepresented any material fact or circumstance or engaged in fraudulent conduct and that concealment, misrepresentation, or fraudulent conduct was material to a risk we assumed.
We may deny coverage for an accident or loss, for which coverage is sought under this policy, if you or a person seeking coverage has knowingly concealed or misrepresented any material fact or circumstance, or engaged in fraudulent conduct, in connection with the presentation or settlement of a claim.
If you have any further questions, please feel free to contact me at 856-780-4625.
Best Regards,
James ********
Claims ManageInitial Complaint
Date:04/24/2025
Type:Service or Repair IssuesStatus: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.
Upon entering into the lease with Progressive insurance, we had accepted roadside asstance program. I have an intoxalock device in the car which has failed on 4 different occasions. The tows were due to an issue with the device not the car. Progressive is now going to drop coverage because we used the roadside assistance "to many times in a month" which they had NEVER discussed would have been an issue. Now i'm being forced to find another insurance company within the time till may 3rd. All information, SUCH AS, the information regarding the limit of tows per time should have been disclosed at the time of the paperwork.Business Response
Date: 05/02/2025
April 24, 2025
Better Business Bureau, Inc.
200 Treeworth Blvd
Broadview Heights, OH 44147
Attn: Melissa Neal
File: ******** - **** Lee
Policy: ********* – Personal Auto
NAIC: *********
Progressive Hawaii Insurance Company
Hi Ms. Neal,
Thank you for bringing Mr. ***** inquiry about his policy to our attention. I appreciate the chance to clarify this situation.
Mr. *** started his policy on March 31, 2025. During the first thirty days, he filed three roadside assistance claims. Our Underwriting team reviewed the policy and
determined three claims within the first thirty days to be excessive and an unacceptable risk.
Our policy contract allows us to cancel a policy for any reason if we mail notice within the first 59 days. I understand this isn't what Mr. *** wanted, but we can't change this decision. However, he can start a new policy with us anytime.
I regret any inconvenience this may have caused.
Sincerely,
Arlene F.
Consumer Relations SpecialistInitial Complaint
Date:04/22/2025
Type:Service or Repair IssuesStatus: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.
Open insurance claim for 3 weeks, no response from insurance adjuster or her supervisor in over a week despite leaving voicemails and emails. I am still waiting for reimbursment for my air bnb. Progressive is also still supposed to pay out the contractor and nothing has been done. The contractor has threatened to place a mechanics lien on my property if not paid by progressive.Business Response
Date: 05/05/2025
May 5, 2025
Better Business Bureau
Serving Greater Cleveland
200 Treeworth Blvd.
Broadview Hts., OH 44147
File: ********
Policy: ********* – ****** ********
Claim: **************
NAIC: *********
American Strategic Insurance Corporation
Dear Melissa Neal,
Thank you for bringing our customer's inquiry, dated April 15, 2025, to our
attention. Customer inquiries are important to us, and we appreciate the
opportunity to address them.
On April 5, 2025, we began contacting our insured to address her
concerns about delays in communication, coverage uncertainty, and temporary
housing accommodations during an uninhabitable condition caused by a failed
plumbing stack. Initially, the cause of loss was unknown, requiring additional time
to obtain the plumbing report and photos necessary to confirm whether coverage
could be extended.
On April 28, 2025, once we confirmed the cause of loss as wear and tear, we
informed our insured that the policy does not cover repairs to the plumbing system
itself but does cover resulting damages and necessary temporary housing under her
Water Backup Endorsement and Coverage D (ALE). We issued
payments, accordingly, including full reimbursement for her temporary housing and
payment to the mitigation vendor for the covered cleanup work. We also extended
housing during the repair timeline and worked closely with the insured and
contractors to facilitate appropriate accommodations.
Page 2
If you need further information regarding this matter, please do not hesitate to
contact our Complaint Resolution Department via email to
*****************************. To guarantee a timely response, please be sure to
include ***************************** on any responses or correspondence
regarding this matter.
Sincerely,
Admir *******
Claims ManagerInitial Complaint
Date:04/19/2025
Type:Billing IssuesStatus:ResolvedMore 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 added one of our adult children to policy in April 2023 and even with proof of his drivers license and being insured with ***** for 2 years they have REFUSED to remove him from our policy. Even with proof citing a policy. When information that is asked for gets sent they change the rule of need which do not apply and continue to refuse to remove him.Business Response
Date: 05/05/2025
May 5, 2025
Better Business Bureau, Inc.
200 Treeworth Blvd
Broadview Heights, OH 44147
Attn: Melissa Neal
File: ********/***** ****************
Policy: *********/Personal Auto
NAIC: *********
Progressive Casualty Insurance Company
Dear Melissa Neal,
Thank you for sharing ***** ****************'s inquiry with us. I appreciate the
chance to address her concerns.
We know how important it is for our customers' policies to match their needs. In
April 2025, we processed a claim and found that Ms. ****************'s policy didn't
list all drivers. To ensure full coverage, we added ***** ******** on March 23,
2025, and sent a new declarations page to show this update. This change increased
the rate by $821.52, as outlined in the policy contract, which allows for such
updates to keep everything clear.
On April 21, 2025, we got the signed form to exclude ***** from coverage, which
lowered the rate by $334.17. The next day, April 22, 2025, Ms. ****************
canceled her policy, and we issued a refund of $519.14.
We haven't received any more proof to remove ***** from the policy yet. I am
sorry for any trouble this may have caused. If you have more questions, please
reach out to me at *****************************.
All the best,
HM ****
Consumer Relations SpecialistCustomer Answer
Date: 05/07/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory.
Regards,
***** ****************
Hello!
The complaint I placed against Progressive has been resolved. Thank you!
***** *******
Progressive Corporation is NOT a BBB Accredited Business.
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