Progressive Auto Insurance Complaint - Horrible Policies = Unsatisfied Customers
SCOTTSDALE, ARIZONA -- Mr. Renwick,
The policies that are held at your company for internal matter are ridiculous. Let me tell you my story. I purchased a Progressive policy in early April 2001. A few weeks later I was in an accident. I spoke with several Customer Service Reps and my claims adjuster over the next few weeks after the accident. All of the reps that I spoke with were informed of my most recent change of address. The claim was handled by the other persons insurance company so it was a done deal as far as Progressive was concerned.
Fast forward to Sept. 2nd 2001. I receive a bill for $80, a cancellation notice, and a letter address change on the same day. The cancel notice states that my policy was terminated on Aug. 23rd, 2001, but at the same time a bill was enclosed for $80. I promptly sent out payment for the $80, about 12 days later the check was cashed and I went about my business.
Today, Oct. 1st, 2001 I received a letter and a check for $80.00 stating that my policy had been cancelled on Aug. 23rd. I immediately called Progressive to learn more about the situation. I spoke with several agents including Cynthia who is a lead agent. She basically told me that my policy was canceled because I did not write down a 'confimation number' during my conversation from the hospital with a CS agent about my address change. She agreed that the policy is ridiculous but 'that's the way we do business'.
I am a Customer Service Manager with a major computer manufacturer. I can not understand how a company can expect to have return business when it holds it's customers to outlandish policies such as this one. I called a CS Rep from the hospital to let them know about the accident. The address change was a moot point during that conversation I was in the hospital in a neck brace when I made the call. How could you expect a customer to write down and retain a confirmation number during a time like this? I also learned that it is Progressives policy to not have mail forwarded to new addresses, which I also find ridiculous.
I did not pay the $80 bill because I did not get any notices from your company. As soon as I did receive one I paid it in timely fashion. Progressive still canceled my policy. Not only did they cancel it, but I did not receive final notice of the cancelation until Oct. 2nd. over 40 days later.
How hard is it to pick a phone and call someone?
To help keep me as a potential future customer, I would like the following:
My policy reactivated immediately retroactive to Aug 23rd with no charge.
To continue doing business with Progressive.
At the very least I would like a response from your company regarding this incident. Thank you for your time.