PHOENIX, ARIZONA -- June 2009, I purchased an auto policy from Progressive Insurance to protect myself against accidental risks and to provide financial security, and peace of mind. Five and a half years I trusted that since I paid every payment on time and every premium, that I would be protected and treated fair when I needed them. Early September 2013, I hit a little puddle of water and it ran me into a curb, there was no body damage just areas of the wheels were hit and two arms bent, it was totally driveable. I reported the claim to Progressive shortly after and spend what seemed like an hour telling the representative that I didn't want to take my car to their hack shop repair center.
After reporting my claim. I took my car to a the quality repair facility because I had seen some of their work and I knew that it could be fixed quickly. I pick up a rental car from and thought that I was in good hands. Two days later, I received a call from Progressive stating that my car was a total loss and that I had 72 hours to return the rental car. This news was a total shock because the vehicles showed no signs of damage to the body, just the wheels and some underneath components.
Progressive also told me that the actual value of my car was $9,200 after the deductible. I asked how they determined the value of my vehicle? I was told that Progressive had done extensive research to determine my car's actual value through regional car values and J.D. power and associates. It seemed fishy to me so I asked them to send the report attached along with the estimate. I received a Mitchell vehicle valuation report. The procedures that they claimed to be "extensive" were actually from a website that only insurance companies used to quickly give a low ball report and summary of the values of vehicles.
This report used to evaluate my Infiniti sports coupe was deceptive and artificially law. Throughout the report I found multiple errors and was very concerned with precisely how these data was collected. This report is used by insurance companies in order to justify offering as little cash possible for vehicles. The report even listed the MSRP of my vehicle at $32,750 when in fact the sticker on my car was $37,240. There was no tax. The mile search range was totally off (25 miles), they told me 150 miles is the lowest range.
Reductions for condition of my car listing poor/fair. Options were missing. Inflated reductions for market adjustments, reduced value amounts for having a sunroof in multiple comparable vehicles. Also all for tires were new. The report was so off and flawed. I emailed my concerns about the report. I called them to tell him all the errors but he kept cutting me off and told me "it is what it is". I begin to feel pressured to accept what I believed was an unfair valuation of my vehicle and to total my vehicle was ridiculous.
Several days went by and I had not heard from them, so I decided to call the supervisor. I explained to them that if the real, unflawed value of my car and the correct estimate amount were applied my car would not be close to a total loss at all. I also advised them that the repair estimate was unnecessarily inflated. I also explained to them that I do not have a way of qualifying for another vehicle and I really need to have this car repaired. They told me that they revised the estimate but the actual car value could not be adjusted. She told me the car was still a total loss.
She also disregarded my concerns that the report contained errors. I then called an independent appraiser and scheduled appointment to have my car appraised based on their review, my car was worth $13,600. I emailed this report to Progressive and I called to make sure that he received the report and asked them to review the claim to see if my car could be repaired. The representative, while laughing, said "certainly not." I was shocked because I've never been treated so terrible in all my life and asked to speak with his supervisor again but he said she was not in.
Later that day, I received a call from another supervisor and I told her about the representatives conduct and the fact that it was not acceptable. I made it a point to tell her all the errors and how I had been treated. I also asked if I could get a rental car until we figure out a solution to the problem. She told me no, that once the car is declared a total loss, she would not be able to provide me with a rental car. I explained to her that that the Infiniti was the only vehicle I owned, but she did not seem concerned.
It has been over 2 to 3 month since the claim and I have not been able to talk to anyone from Progressive that was even willing to listen to me or explain the discrepancies in their numbers. I can't understand why I am stuck with no vehicle, no help, and no information. Their behavior with the insults and verbal abuse were intimidating and wrong. Progressive used scare tactics and threats of fees to urge me to act now. I asked the supervisor to place me with another adjuster but she refused.
To top it all off when I bought the policy they gave me paper that tells you all about their wonderful auto loyalty member rewards. The pamphlet says after you are insured with them for 4 years you become a diamond member, with "full large accident forgiveness" and goes on to say "This helps keep your rates from going up if you're in an accident-even if its your fault". When I asked them about it, they told me "Yeah we changed that to 5 years now." WTF! Progressive is The Worst Auto Insurance Company, I would think Twice.
OREGON -- I purchased an auto insurance policy for a new vehicle, filled out all of the particulars and paid initial payment. On the way to DMV was pulled over as vehicle had no current tags. Officer said the paperwork Progressive had provided me was not legal in my state. I called Progressive's helpline and explained I needed an online insurance card or an email with the correct documents. The person on the phone with me seemed to have a decent command of the English language, but seemed utterly befuddled as to how to provide the documents. The officer left me with over 700 dollars worth of tickets. I was very lucky the car was not towed.
Somewhere between the 20 and 30 minute mark the Progressive helper sent me emails with the "correct" documents. Having printed the new documents I went to the DMV to license the vehicle, 3 hours later my number was called at the DMV, where the clerk rejected the documents. I got home and contacted Progressive. After being hung up on twice, I asked for an immediate refund and to cancel the policy. I was given a name and a reference number. This all occurred on 9/23/15. I was "insured" with Progressive for less than 6 hours. It is currently 10/4/2015 and I have received no refund.
To summarize, Progressive sold me a bogus policy costing me over 700 dollars in tickets and adding dings to my driving record. They then wasted over 3 hours of my time, and to follow it up they stole my insurance payment. Lying thieves, so if you want to feel like you have been prison raped, go with Progressive. If that doesn't sound fun to you, run, don't walk, away from the single worst company I have ever had the displeasure of dealing with.
SAN ANTONIO, TEXAS -- I had been a client with Progressive since 2003. I made it to their "Diamond Member list" which means "full large accident forgiveness" which meant that it helped me keep my rates from going up if you're in an accident - even if it's your fault." I was so excited when I was told I was a "Diamond Member". After 11 years of paying for full coverage for 5 vehicles and four drivers and being a good paying client, I was forced to leave them in 2015 because I had a bad year in 2014 and some hail and theft claims during the years I was with them.
At the end of my 6 months policy of 2014, I received my renewal for January to August 2015. To my SURPRISE, I was going to pay close to $1000.00 for the 6 months! That is a house payment! I called and asked nicely why my rate more than doubled and they said because I had one accident which I was at fault, one accident not at fault, two hail claims and one theft claim! THAT is why I paid you every month so you can cover for that for over 11 years!
I have paid you way over in these 11 years to cover for my claims and have more left over! I never wanted to change because I was happy with them and their rates. But I realized that if you have "accidents" or claims, they don't care. As long as you don't make them pay they will treat you good. Insurance's overall suck. They make you pay ridiculous rates after you have claims or accidents. That is why they are called "accidents", most of the time you can't avoid them!
Now, I have been forced to look elsewhere, but luckily I found an insurance that would insure me for more than half the price Progressive wanted to charge me. My advice is, try to fix any problems yourself before contacting your insurance! :(
ALBUQUERQUE, NEW MEXICO -- Progressive has what may be the most outrageously incompetent customer service I've ever experienced. Over 9 personnel transfers today, almost 4 hours on the phone, and after 7 years being with them I've come to my wits end.
It all started with leasing a new car in December. I added the new car to my Progressive account. They faxed verification of account to the dealership so that they would hand over the keys. Now 4 months later, I find out the car was never added, there is a warrant out for me for driving without insurance, and attempting to resolve the issue with Progressive supervisors was fruitless. There are plenty of unworthy places to do business with. Perhaps Monsanto and Halliburton are at the top, but after today, I'd place Progressive close to those ranks.
Hello, I have my office in a small quaint little East Texas town, it is (or was) a gorgeous old home just off the two lane highway going through town. It is a pier and beam with some of the original bodark stumps. I had just recently remodeled the gorgeous office which is a focal point while driving through town. On May 6 of 2013, a woman insured by Progressive was speeding through town and veered sharp to the right to avoid a car that had their left blinker on to turn into the apartments that I own across the two land highway.
The woman insured by Progressive was rude and upset. She had been texting and looked up to see the car stopped in front of her. The police came, we all took photos, even photos of the insured. The damage to my office building took pillars out, crashed my porch, my new Austin stone, my doors were immediately out of whack and were hard to open, the antique furnishings inside were slanting from the impact and it was clear that the foundation had shifted from various other obvious factors.
Progressive was called and they took weeks to send an adjuster out, when he finally arrived he stated that he was concerned for he had never handled an auto claim where their insured had crashed into a building. As expected from his attitude, it took weeks but the estimate came in at $2500.00 dollars and claimed that their insured had not caused all of the damage.
I threw a complete fit with Progressive and contacted the CEO. I was assured that I would be taken care of. Progressive then sent what they told me was a Texas State Licensed Engineer out to write a report. The report took weeks and my tenant and I waited and waited, we had been told not to use our building until the Engineers report was in.
After weeks of my daily emails requesting that the report be completed, the report came back with a ridiculous finding. The building was fine, according to their "Engineer", I had anticipated some type of Fraud response as I had looked Progressive up with the Texas Insurance Commission and seen that they had been fined many times and paid the fines for using unlicensed individuals to try to pay less on claims.
With this information, I looked up the Engineer, ** with Rimkus Engineering and SURE ENOUGH! ** had been sanctioned in 2002 NEVER to practice engineering in the state of Texas until he acquired his Texas PE License. ** was fined, and ** had recently been fined within months early and Rimkus Engineering hired an attorney to get him off for practicing without his Texas License.
I hired a REAL Licensed Engineer and a REAL foundation company to come in and give reports. This cost money, but I wanted a REAL answer. Sure enough, Progressive had tried to defraud me, as they had many others. I have estimates totaling way over $84,000.00 to make the repairs on my office building, not $2500.00 that Progressive wanted to pay.
To top this off, when we finally re entered my office, an armoire that had been knocked by the impact fell on top of me and pinned me down. I had to have surgery on my knee and am still enduring painful months of physical therapy. Progressive is a terrible insurance company and needs to be stopped. Everyone needs to switch insurance companies. Many innocent people are being defrauded on a daily basis.
I am going to the Texas insurance Commission, they will be fined. I am having to hire an attorney to go after Progressive. Progressive has tried to send a "Licensed Engineer". Now that they have been caught. They had their chance and Progressive has been caught red handed, ONCE AGAIN.
TROY, MICHIGAN -- I purchased policy with a payment plan. At the time of purchase, no one told me that if it's a 5 bill plan, I cannot go to 6 bill plan if there was an emergency and I could not pay on time. So I signed up for autopay. Now, during policy period, I had a change of address and the policy amount was hiked. The entire increased amount was added to last bill. Ever since this happened, I had been trying to contact customer care asking for an additional payment for a month now. (Since I would still have policy when making the 6th payment, this should not be an issue.)
All customer care agents were very rude and outright said no. A couple of days before the last bill was due I decided to try one more time. This time I spoke with a customer care supervisor. She said that now since the amount is invoiced, no change can be made. Had I contacted them earlier something could have been done. When I told her I have tried contacting earlier, then she changed her previous statement and said that nothing can ever be done! This is outrageous!! What kind of dumb people do you hire Progressive?! And I have better things to do in life than sit for hours every day on your customer care with incompetent and dumb people!!
COLUMBUS, OHIO -- My son was on a 6-month job in Phoenix and had to rent a car. His vehicle that was insured through Progressive had sit in his driveway the entire time not being driven but still being covered with monthly premium etc. He was hit by a hit and run driver in a parking lot and Progressive refuses to cover the car because he had rented multiple cars over a 6-month time frame even though each car was on a 30-day contract. They said that they do not cover a car that you do not have on your policy if you have the ability to use it frequently.
The Claims department employee Anneli ** and her supervisor Jeromy ** both reviewed the claim and denied it but was unable to answer many of my questions. Read the fine print on rental coverage in your policy. Do not let this happen to you!
CLEVELAND, OHIO -- I have Progressive for 4 yrs now. I am a Gold Member. I live in Alaska. They have not paid me a claim yet. I have full everything! Recently My Motor Home had carburetor problems in Little Susitna Access Road in Point McKenzie area. My cellular carrier AT&T does not have coverage where I broke down. I called them through a propane facility nearby that just close for the day after I used their phone and after giving Road Assistance accurate directions. I waited and waited and no sign of the Road Assistance person.
Finally, I had to walk nearly 3 miles on that cold, dark, isolated road near a State Prison to get in cell range. I got hold of the Road Service area guy and asked why he has not come yet. He said, he is coming from Anchorage, and I was in Point Mackenzie! Several cities away! There are no tow Trucks in the Mat-Su valley? I asked him why they do not send someone locally and he was silent. The guy tells me that he has to take the drive-shaft off or else he will leave me stranded.
I asked him why they did not bring a flat-bed tow truck knowing the distance it had to be towed beforehand. He said my 21 ft 8,000 lb Motor Home was too heavy! I told him that I have seen Buses on them. He was silent. He tells me that he has 9 years experience doing this. I notice, when he was taking the drive-shaft that he should not force it out. He forced it without my consent and bended one u-bolt and stripped the thread of both. He said, 'I have some replacements'. He did not have any. Today I called auto parts and have not found u-bolts yet.
I also found a cup bearing missing. I called them up. He said to the answering lady that he gave it to me. He did not tie the cups! You think they called me to bring me the parts? They did not. I complained to Progressive. They gave me the lip service, but no action yet. I am still stranded. There were farmers there that tried to give more assistance than they could to me, but were unable. And you think Progressive is trying to outdo them! Also, when the tow truck guy was pulling out the tow bar from underneath, he was forcing with the hydraulics the tires and I do not know yet if he damaged the steering since I cannot drive it yet.
I had to help him get out his device so he would not damage or puncture my tire. By the way I was courteous all the time and there was no provocation or argument from my part except that if they will not come, I will seek another company. Because, they were telling me they did not find me yet and I had the policy in front of me saying that I was covered until October of next year. Saying that, they decided to respond. If they wanted me to fix the problem myself; I was unable to do so. Tuesday, they had a guy come to take pictures of the damage. In the meantime, I had to pay, about $70 dollars in parts and taxi and still did not get the right parts.
Instead of them fixing the problem they are passing the bucket to the tow company. It seems they are doing their best not to pay. There is one thing the public needs to be aware of and that is that having a squeaky clean record is no indicator that those who have such record are what the record implies. Records can be forged. If the Progressive Alaska guy is defrauding customers so that he looks squeaky clean to his company, Progressive, because he appears to be a 'good luck' guy to have since the company does not have to pay claims while they have him.
This would be an example of that in the case that Progressive does not know about it, which appears to be the case! Since this guy is very accommodating when I call Progressive and does not answer me when I call him directly. So far it is still lip service, passing the bucket and nothing done by them to solve the problem except to take pictures. I was broken down on Saturday and it was yesterday, a Tuesday that I was able to solve the problem myself and as I expected, Progressive did not beat me to it.
Now it remains to be seen if they reimburse me or they fabricate excuses not to pay and even have the audacity to make it look my fault or even worse, that I deserved it. It is the last case I am after. People should do the best job they can regardless of whether the customer is deserving or not. In my case, I did not do anything to either company to deserve this treatment.
Top reasons why I will never switch from USAA to Progressive. Clientele: While driving down the highway, I was struck from the rear by an inebriated unemployed Progressive driver, who was already on probation for DUI. It feels good to insure others who would be court-martialed if they behaved like this individual.
Clarity: When I call USAA, I don't have to be transferred from a National Office to a local office, and since I don't need to be transferred I don't get two different stories about the service they provide. When I call Progressive, the national office tells me that they will go wherever I need, service and inspect the car wherever I like and generally accommodate me.
But when I call the local office I am told I must go to their body shop during working hours have my car checked out. When I call the national office and ask to speak to someone higher up, they route me to another claims adjuster in the same department who also cannot help. No bureaucracy, that's why I love USAA.
Availability: When I call USAA, I am told we will be here all night to help you. My Progressive claims adjuster works only works four days per week.
Attitude: When I speak to USAA about my accident they can't wait to genuinely show concern and look out for my welfare. When I can get a hold of anyone at Progressive, I get terse responses and feigned concern. When I come to the Progressive office, the claims adjuster tells the secretary to take my paperwork and lets the secretary try to determine what is happening with my case because she is too busy to see me (though she saw doing a deliberate about face upon seeing me and calls the secretary twice to see if I have gone away yet).
When she does come to see me she tells me “You just don't know how the insurance business works.” Clearly, I don't know how Progressive works, but I know how USAA does, I am treated with respect, concern and prompt service.
Responsibility: When I take the day off work to personally fetch police reports, contact sheriffs departments, rental car companies and bring needed documentation to the office, but am still told that Progressive does not have the documentation to repair my car and that I should contact my insurance company because they can work faster. USAA bends over backward to cover everything, pay out the claim and get my car into the shop though it was no fault of theirs; it consumes their time and resources and involves them unnecessarily.
Understanding and Timeliness: USAA understands when I tell them I am leaving at 5AM for pre-deployment certification training for two weeks and that I will not be able to contact them for two weeks. USAA apologizes for the service that Progressive has provided and stresses that they understand that it is not acceptable to leave my wife without transportation.
The Progressive claims adjustor tells me after an exterior examination of my car that it is not their fault that I am leaving, that the brake light on my dash must have been on before the accident and that my car should be drivable for my wife. Progressive also suggests that I should use my pre-deployment leave to fix the car. In a word USAA understands service.
CALIFORNIA -- I have been a Progressive Auto Insurance client since 2005, however since 2001, I was with Drive Insurance, which was acquired by Progressive in 2005.
9 days ago, when I was backing out from a private parking lot, I had a very mild collision with a vehicle, which was not present behind me at the time I was backing out. I checked my back thoroughly. When the tail of my vehicle was about 1/4th in the aisle, an impact with a vehicle occurred. The 3 passengers from that vehicle stated they were sitting behind me, in stopped position in their car, for approx. 20 seconds, "looking at their navigator". Had that been true, I would have seen them. Where they came from, and at what speed, remained speculative at best.
The adjuster at Progressive took my recorded statement and expressed that I was at fault, without obtaining the recorded statement from the other driver yet. Progressive's adjuster defended the other driver's position, stating they had the right of way. In my view, he disregarded that the other driver's defense lacked logic, as I would have seen a vehicle parked right behind me, on the aisle.
My theory is the other driver made their move after I began to back out, as my back was clear at the time of my motion, whereas they advanced at a speed that made their motion unpredictable. Anybody can back out when the back is clear, however, if a vehicle approaches the vehicle which is in the process of backing out, at a speed that guarantees a collision, the collision will not be preventable by the vehicle which is backing out. Accusing the one who is backing out of fault automatically, is nothing short of sloppy.
This fine detail was disregarded by the adjuster, who proposed fault on my behalf, without even having taken a statement from the other driver yet. I am very disappointed about my insurance's opinion-oriented approach to a scenario that definitely is not as simple as they scripted. Their at-fault decision against me is formed without regard to illogicalities in the development of the impact.
Progressive decided I was at fault and is increasing my insurance premium, plus giving me "points". The damage on the other driver's property was a mild dent on the front right fender. I paid insurance premiums for 5 years to Progressive, plus 5 years to Drive Insurance, which they acquired. What I paid them on premiums by now, would take care of the minor damage they wish to pay for with ease, and still leave them with excellent profit. Seems not enough.
Thus, they raise my premium amount, plus add "points". Certainly, how else would that "Progressive-Lady" in TV commercials be on air every 30 minutes nationwide, manically selling promises which sound too good to be true. If the government decides to regulate insurance companies' profit mongerism at the expense of consumers by arbitrary fault decision, I surely will be the first one to vote for that. I'll terminate my clientelship with Progressive latest at the time of premium increase. I do not recommend Progressive to anyone.
PS: They also imposed a late fee penalty on my account once "by mistake", though I always paid on time. Had I not requested correction, I would have overpaid them.