ComplaintsforProgressive Corporation

• Initial Complaint

  09/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was recently involved in an auto accident in my 22 *****, I brought my truck to a collision center to be repaired. An adjuster from progressive met with the techs at the collision center and agreed upon the repairs that needed to be completed, one of which included reconditioning of the front passenger rim due to a crack. The collision center sent the rim off to a repair shop to be reconditioned, when the collision center received the rim it did not match the other 3 rims on my truck, the collision center than contact progressive and told them that they could not match the rim and that they need to replace the rim so it would match, progressive agreed and provided funds to the collision center to order the new rim. The new rim came in and the collision center and myself realized that the new rim did not match either, and the collision center cannot order in the correct matching rim for my truck. The collision center then told progressive again that it does not match and they cannot get a match. I reached out to progressive and asked what they were going to do about this since my policy states that in an auto accident incident, progressive will pay to bring my vehicle back to pre loss condition. Progressive said there is nothing they can do, they paid to have the rim replaced and it doesn’t match, progressive then recommended that I bring all 4 of my rims to a repair shop to be reconditioned to a matching color but that I would have to pay for that and they aren’t paying anymore out on the claim. Progressive needs to pay to either replace all 4 rims or pay to recondition all 4 rims so that they all match like they did before the auto accident, or in their terms ‘pre-loss condition’ which is NOT the state the truck sits in right now.

  Business response

  09/26/2024

  Hi ******, 
  
  Thank you for sharing Ms. ********s concerns about her claim. I appreciate the opportunity to review the account and respond. 
  
  I reviewed this claim from the beginning and the issue on this claim is that the manufacturer of this vehicle appears to have changed either the location of the production of these new OEM wheels, or somehow have a bad color match on this wheel. This is an issue from the manufacturer and not from the shop or insurance company. We have the exact wheel from the manufacturer and have it accurately on our estimate. 
  
  Recently, the repair facility could get a color match to the satisfaction of Ms. *******. She said there is no need for any additional follow up from us. 
  
  If you have any other questions about the claim, please contact me at 
  ************.
  
  Sincerely, 
  
  Jason *****
  Claims Manager
  
  

  Customer response

  09/26/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *******
  
  
  

• Initial Complaint

  09/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I switched my insurance policy on May 2024. I called progressive to let them know and to cancel my service. They didn’t. I have sent prove of my new insurance and still receiving correspondence that I owe them money. I should have a refund for canceling before my policy was over. Now, I am receiving correspondence that my account could be sent to a collection agency and my credit could be impacted. I have called and they tell me that they have some delays and it would take a couple of weeks. It has been a couple of months now. I don’t want to have problems with my credit and definitely not have any debts with anyone.

  Business response

  09/24/2024

  Hello ******,
  
  I’m happy to answer ******’s question regarding the cancellation of her policy.
  
  During my review of the policy, I see ****** provided documentation that she replaced coverage with Allstate effective June 4, 2024. Based on the documentation provided, I’ve updated the cancel date to reflect June 4, 2024.
  
  A refund of $478.77 will be mailed to the address on file. Please allow 7-10 business days for receipt of the check.
  
  I’m happy to have helped take care of this.
  
  Best Regards,
  
  Eva D.
  Consumer Relations Specialist

  Customer response

  09/24/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
  
  
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have filed a claim with progressive to cover my auto accident. Initial Agent has been argumentative, unhelpful, and rude. He had not even reviewed the policy, but continually stated that he was leaning towards denying the coverage. Showing an intentional course of action, regardless of facts. As we felt he handled this claim in bad faith, we requested to speak to his supervisor which he replied with “I will not give you her information and she will not want to speak with you anyway”. Agent also stated that the policies were written by lawyers to purposely have grey areas to make them confusing. Agents supervisor (Kaitlyn) said we just needed to provide medical bill with previous address on it and that would be enough to provide coverage. We have provided that and more and claim is still “under investigation” as they keep asking for more and more information. After supervisor stated that I only had to provide a medical bill for them to provide coverage, she passed me back to the original agent, who then started asking for additional information to continually investigate information that I have already provided. It has now been 3-4 days of “investigating” after the supervisor already told me when I provided the documents I would be covered. Not to mention the whole process in general is going on 2 weeks for one car accident. I have asked for a rental car several times, and each time it has been completely ignored, except the one time that Aaron said “that’s not possible” and then refused to show me in the policy where is states that it is not covered. I would like clarification as to where it states that if I have not received a written denial for this claim that I will not be provided with the rental coverage that is in my policy. Coverage should be allowed while claims are being investigated. This shows that progressive is acting in bad faith by trying to find reasons to deny coverage rather than helping their customers to provide coverage.

  Business response

  09/18/2024

  Hi ******,
  
  Thank you for the opportunity to respond to Mr. *******’s concern.
  
  On August 18, 2024, we received report of this claim, where ******** ******, an unlisted driver, collided with an object while driving the 2023 Toyota 4Runner. Mr. ******* filed a claim on his policy to seek Collision coverage for this loss; however, he does not insure ******** on his policy. When an unlisted driver is operating a covered auto, we have to complete additional investigative steps.  
  
  I apologize that the adjuster did not clearly explain what we needed to assist Mr. ******* in moving the claim forward. Further, it is not our process to deny supervisor contact info when a customer requests it.
  
  At this time, the claim is under a Reservation of Rights while we continue to work with Mr. ******* and ********, to complete the coverage investigation of this claim.  I spoke with both of them and explained what we need to move forward with their claim and look forward to assisting them further. 
  
  If you have any additional questions, please feel free to call me at ************
    
  
  Sincerely,
  
  Kaitlyn *********
  Claims Supervisor
  

  
  

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So it all started on 05/01/2024 when Progressive tried charging me $589.62 for them putting my parents under my insurance when they have there own insurance with ***** insurance an i stated that to them . They told me to send them proof that they had insurance with them so i did an they stated i had to wait 15/20 business days for them to review . After they reviewed it on July 2 , 2024 they told me the information was invalid so i had to send them the information again also had to wait another 15/20 business an by the way thats a whole month ! So after they finally reviewed it they stated that they cannot send me a refund of what ever i was owed because to many days went past but it takes 15/20 business just for them to review the information. Now August 5 , 2024 i went to renew my insurance an now my payment went up to $196.20 an the reason was cause i had “points “ on my license an i had a so called at fault accident as what progressive told me . So i denied that cause i know i had no point an the accident that they have at fault , i know for fact im not at fault cause i was sleeping when it happened and a little kid crashed his bike to my loaner car at the time my car was getting fixed . So progressive tells me to call (lexus nexus) cause thats who they use . I call them i get the information needed an i send it to them it says im not at fault for the accident an i have no points an progressed continues to tell im wrong an there treating me as if im crazy an it’s embarrassing. They ive done everything they’ve told me to do yet im wrong an the number they told me to call was wrong an the information that lexus nexus gave me is wrong but yet they told me to called them . There falsely charging me an for the last 6 months that i payed they falsely charged me cause i have 0 points on my license an have 0 accidents .

  Business response

  09/19/2024

  
  Thank you for sharing Mr. ****'s concerns with us. I appreciate the opportunity to
  respond and clarify the situation.

  
  On February 26, 2024, we sent a memo to Mr. **** requesting proof of his parents'
  insurance to keep them listed only on his policy.

  
  By March 22, 2024, we had not received the required proof, so we added his
  parents as insured drivers, which increased the rate by $248.82.

  
  On June 26, 2024, we sent Mr. **** a renewal offer. The rate increased by $80 due
  to the loss of the e-sign discount, the inability to obtain **** ******' driver's license,
  and a general increase in rates in the area.

  
  On June 28, 2024, we received proof of insurance for his parents, but the ID card
  provided was expired and thus invalid.

  
  On July 30, 2024, we updated both parents to list only again, which decreased the
  current rate by $48.35 and the renewal rate by $444, changing the payments on
  the policy to $196.20.

  
  On August 12, 2024, a payment of $196.20 was returned to us from the bank. We
  sent a cancellation notice that same day, giving until August 29, 2024, to make the
  payment before coverage would end. We also removed automatic payments, which
  increased the policy by $216.20. The policy was canceled as scheduled, and there is
  a final balance of $215.06.

  
  I understand that this situation has been frustrating for Mr. ****. We have followed
  our procedures and communicated the necessary steps and deadlines throughout
  the process. Unfortunately, we cannot offer a refund for the charges incurred as
  they were based on the policy terms and conditions.

  
  If you have any further questions or need additional assistance, please feel free to
  contact us at ******************************
  

• Initial Complaint

  08/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Progressive Insurance for deceptive and unethical business practices that have caused me financial hardship. In April 2024, I signed up for an auto insurance policy with Progressive, selecting options like paperless billing, e-signing documents, and uninsured motorist coverage, which were supposed to provide discounts. These selections were reflected in my policy, and I was quoted a monthly payment of $281.44. Based on this, I provided Progressive with my payment information. Recently, I discovered my monthly payment has significantly increased to $381. When I contacted Progressive, I was told this increase was due to my failure to submit an additional paper document confirming the options I had already selected. This redundant requirement seems like a tactic to inflate premiums without clear communication, a deliberate attempt to defraud customers. Progressive claims I was informed of this requirement via email, but I question why I would need to confirm something I already confirmed. Given the volume of spam and promotional emails customers receive daily, it is unreasonable to expect us to find critical information that directly impacts our finances. Ironically, while I had to take an extra step to confirm my discount options, no such step was required when I signed up for automatic payments—another supposed discount. Additionally, I enrolled in bodily injury insurance, an additional cost, without needing to confirm this selection. However, I was required to confirm that I did not want uninsured motorist coverage, which would have reduced my payment. The pattern is clear: anything benefiting the company requires no extra steps, while customer savings come with hurdles. This practice is unfair, unethical, and should be illegal. Might I add while I am billed billed for mailed billing notices, I have never received one!

  Business response

  09/23/2024

  Hi ******, 
  
  Thank you for sharing Ms. ******’s concerns about her policy. I appreciate the opportunity to review the account and respond. 
  
  On April 24, 2024, Ms. ****** bought her policy from one of our sales representatives. During this quoting process, she agreed to enroll in our Paperless Program and sign her policy documents online. We had her email, rose.******@icloud.com, listed on file to receive these notices to complete those tasks. On the same day, we emailed her a notice to sign her documents and register her account online. 
  
  On April 27, 2024, we emailed Ms. ****** a notice to sign her policy documents online. 
  
  On May 1, 2024, we emailed Ms. ****** a notice to sign her policy documents online. 
  
  On May 4, 2024, we mailed a packet of paperwork to Ms. ****** that included her application and Uninsured Motorist Coverage form. 
  
  On May 16, 2024, we emailed Ms. ****** a notice about her Uninsured Motorist paperwork. We also mailed her another copy of the form for her to fill out and return to us. We explained in this notice that if she didn’t fill out and return the form, we would increase the limits and the premium. 
  
  On May 25, 2024, we emailed Ms. ****** a notice about the Paperless Discount and a reminder to complete the enrollment online. When someone wants to participate in our Paperless Program, we have them complete the enrollment online so they can show that they can get on the website to see the documents. We upload all the documents to the website for Ms. ******’s review. 
  
  On June 3, 2024, we updated the Uninsured Motorists coverages on the policy as we didn’t receive the forms requested, increasing the policy $318. We mailed update policy documents to the address on file, including another Uninsured Motorist Coverage form. We can still receive the form and would apply the change to the policy effective the date we receive a valid, signed form. 
  
  On June 5, 2024, we removed the eSign Discount from the policy as Ms. ****** didn’t sign her policy documents online, increasing the policy $223. We mailed updated policy documents to the address on file, showing the changes. Unfortunately, we have now closed the option to sign documents online.  
  
  On June 12, 2024, we removed the Paperless Discount from the policy as Ms. ****** didn’t complete the enrollment online, increasing the policy $103. 
  
  On August 24, 2024, Ms. ****** completed the enrollment for Paperless, we added the discount, crediting the policy $34.30. 
  
  I’m sorry for the frustration this situation caused, but I hope this additional information helped clarify what happened on the policy. I know everyone receives many emails throughout the day, but we sent multiple reminders to try to receive those forms in a timely fashion. 
  
  If Ms. ****** has any other questions about the policy, she can call Policy Services at ************ as they are always available and willing to help. I attached a copy of the Uninsured Motorist form for her review, if she wants to fill it out and return it to us to update the policy. 
  
  Sincerely, 
  
  Scott R. 
  Consumer Relations Specialist
  

  
  

• Initial Complaint

  08/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ask and they push my bill farther my father just got hit by a drunk driver and I’m helping him I ask the 3 weeks ago when I made my last payment nothing couldn’t be done as a current customers and long customers no one came help I just gave them almost $900 as courtesy they should be able to help me

  Business response

  08/28/2024

  Hello ******,
  
  Thank you for sharing Ms. ********’s concerns regarding her policy billing. We appreciate the opportunity to respond.
  
  We would first like to say that we are sorry to hear of her father’s injuries and extend our well wishes for his fast recovery.
  
  On June 4, 2024, we sent Ms. ********’s renewal bill which indicated that she had a current balance on the prior term of $685.79 and the initial renewal installment of $655.30, which totaled $1,341.09, due on July 7, 2024.
  
  On June 14, 2024, we emailed a reminder that the prior balance of $685.79 was due on June 17, 2024.
  
  On June 19, 2024, we charged a $10 Late fee, which we disclose in our Application.
  
  On June 21, and June 22, 2024, we emailed reminders that the total of $1,351.09 would be due on July 7, 2024.
  
  On July 6, and July 7, 2024, Ms. ******** made multiple payments, which totaled $1,098.32. Although this was not the full amount due on the renewal, the payment was enough to keep the policy active.
  
  On July 7, 2024, we renewed Ms. ********’s policy, and she added coverages to vehicles, which increased her renewal by $676.
  
  On July 9, 2024, because she did not pay the full amount due, we charged a $10 Late fee.
  
  On July 11, 2024, we issued a Cancellation Notice due on July 27, 2024, for $252.77, the remaining balance due on the renewal.
  
  On July 25, 2024, Ms. ******** made multiple payments, which totaled $252.77.
  
  On July 27, 2024, we issued our next bill for $890.51, due August 11, 2024. Please note that this bill included premium from her July 7, 2024 change and her next installment. 
  
  On August 13, 2024, we charged a $10 Late fee.
  
  On August 15, 2024, we issued a nonpayment Cancellation Notice for $890.51 due on August 31, 2024. 
  
  The policy is currently pending cancellation.
  
  We certainly appreciate Ms. ********’s business; however, we are following our standard Cancellation Notice procedures according to our agreement with the state of New York. 
  
  We are sorry for Ms. ********’s current situation and hope that this explanation provides the needed clarification.
  
  For additional questions related to the policy, Ms. ******** can contact our Customer Service department at ************. 
  
   
  Sincerely,
   
  Jessica P.
  Consumer Relations Specialist
  

  Customer response

  08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** ********
  
  
  
  
   

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have already tried to get into contact with Progressive about this debt, they always directed me to ***** & ****** and when I tried to get on a payment plan, they tried to take the full amount, go figure scummy debt collector tactics. So when I contacted ***** and ****** about it, I got no reply. I’m not paying anyone over the phone, as a victim of Identity Theft myself, why the heck would I pay some random person over the phone, that would be very stupid and very irresponsible. Now Progressive is threatening to sue me, one of their minions called one of my employees phones and gave out private information. I don’t know who called, but the Law Offices of blah blah blah is not calling me back to clear this up. I think the voicemail box is for Diane Taylor and her number is +1 (630) 237-3637. Progressive as usual is no help and doesn’t seem to respond to CFPB complaints or phone calls. I would like to settle but seems like someone is dragging this out. Who do I talk to about this!? I'm not trying to get sued. I just want this over!

  Business response

  08/15/2024

  Hi ******, 
  
  Thank you for giving us the opportunity to address Ms. ******’s concerns about their policy. We appreciate that they are interested in paying off the balance owed on their Commercial Auto Policy. 
  
  The customer’s policy cancelled effective October 12, 2023. When Ms. ******’s policy cancelled, it included a remaining balance of $1,438.52. We issued the invoices for the balance due. 
  
  On November 22, 2023, we referred the account to ***** & ****** for collections. Once a policy is in collections, we let our customer know they can call the collection agency to work out any payment arrangements. Working with the collections company can update the process faster.
  
  ***** & ****** contacted Ms. ******, trying to collect the balance owed on our behalf. When they contacted her, she couldn’t pay the balance in full, so they offered her two options. They could either set up a payment plan with a fixed amount and due date, or a settlement option where ***** & ****** would take a lessor amount and consider it paid in full. With this second option, she would pay the full settlement amount in one lump sum. She requested to do a payment plan on the lower settlement amount, which is not an available option. 
  
  I understand Ms. ******’s concerns about making a payment over the phone. With all the scams happening, you should be cautious on who you give account information to. ***** & ****** does offer other payment options such as going online and paying via credit card or ACH, or they can mail the payment to ***** & ****** at PO Box *****, ******* ****, ** *****. They ask she reference their file number ********, so they apply the payment to the right account. 
  
  Ms. ****** should contact ***** & ****** and let them know which option she will accept, pay the full balance over monthly installments, or pay a lower amount in one lump sum payment. 
  
  I hope this information helps Ms. ****** with resolving this situation. If she has any other questions about the policy, she can contact me directly at ************.
  
  Sincerely, 
  
  Erika ********
  Commercial Auto Resolution 

  Customer response

  08/16/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Progressive could never seem to send me anything to the right address. I never got the correspondence. But all of a sudden I get emails from a collection, literally only two months from the time you say the payment was missed. The other problem that I have is that when I went to set up the payment plan with ***** and ******, They tried to pull the whole thing, not the payment plan I had agreed to 3 months ago I have also called ***** and ****** to get in touch but I can’t get ahold of anyone there. You’re saying it’s with ***** and ******, but I can’t pay the bill to ***** and ****** for the last month, then I get a letter with an intent to sue if I don’t pay in the mail. Someone better tell me what’s going on, because threatening to sue without intent is against the law. I did not sign any agreement with anyone other than progressive. But they are referring to you “Progressive” as their client and if you have no idea what I’m talking about then you better get yourself informed real fast on the situation and get back to me.]
  
  Regards,
  
  ***** ******
  
  
  
  
   

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This Monday, August 5, 2024 will make the third week that I have been waiting to hear back from and receive services from my insurance company (Progressive) regarding a claim from July 15, 2024. The amount of times that I have called in each day since my car has been waiting at the shop has exceeded speaking to over two dozen representatives- to which only one has left me feeling like they actually helped me and left me with all of my questions answered. (His name is **** ****) He is the only one that provided me with any useful information for my claim, however I am still waiting after all of this time even after moving it from the original shop I had my car at to an in network shop. I have called several times to the shop and made several trips and have also reached out to my insurance and it appears nothing is getting done yet because we have yet to hear from the adjuster on site who's name is *****? I do not have rental assistance included on my policy and so this is going on the third week that I am missing work due to being without my vehicle. This is a matter that needs to be resolved quickly for the sake of my employment. My car is sitting in the shop just waiting to be started on but can't due to non communication on their end with me. I would like help in resolving my claim with them and for them to take care of my car like they said that they would. Please help!

  Business response

  08/27/2024

  Ms. *****,
  
  We received your inquiry of August 5, 2024. Thank you for forwarding Mr. ******’ concerns about this claim. I’ve reviewed the file and I’m happy to provide additional information about what has happened so far.
  
  This loss was reported to us by Mr. ****** on July 15, 2024 which is the same as the date of loss.
  
  Mr. Fulmore ******’ **** ***** ********** was originally scheduled to be inspected at ****** ***** **** **** and then moved to *** * **** **** on July 25, 2024. After the initial inspection was completed by *** * **** ****, we  reinspected the vehicle and declared it a total loss on August 2, 2024. 
  
  On August 5, 2024, we notified Mr. ****** of the total loss declaration. We met with Mr. ****** on August 8, 2024 to complete the total loss paperwork. The vehicle lien has been satisfied and payment for the excess amount over the loan balance was issued directly to Mr. ******. 
  
  We apologized for the delays with the initial inspection. Feedback has been provided to the representative involved in the initial inspection delays. At this time, Mr. ****** is aware that his collision claim has been paid in full and the claim is closed. If you have any questions, please call me at ************. 
  
  Best Regards,
  
  ***** *****
  Claims Manager

• Initial Complaint

  08/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Regarding car insurance policy# *********. I got a quote from Progressive online to start a new policy. I started the policy and the actual amount was almost twice as the price quoted online. Since I started the policy the second payment would be much higher than the first month's payment I made and wold be $265.68!!! I immediately began to search for a new insurance policy to replace this one. I found one that would only be $128 a month for the same coverage! Thats $137.68 less a month than Progressive. I immediately started the policy with this new insurance company. I immediately reached out to Progressive to cancel the existing policy with them since I had started this new policy. In a chat with a progressive representative they told me the only way to cancel the policy was I had to send proof of an existing policy. They gave me the email **************************** to email the documents to show proof of coverage . I immediately emailed proof of my new insurance with ******* to the email ****************************. I called the representative after emailing it to confirm receipt. The representative told me they did not see it yet to call back tomorrow Saturday August 3rd. I called back in the afternoon of Saturday August 3rd for another representative to tell me that though they received it it can take up to 24 hours to process. I told him it had already been over 24 hours. I had spoken to another representative which said it can take 3 weeks. I cannot wait 3 weeks and pay two insurance companies to cover my car. I have never had this problem before usually they would cancel the policy upon request. At this point I am now covered under two car insurance companies and I cannot afford that. All I want is for Progressive to cancel my policy since I sent proof of my new policy. I had already paid Progressive $394.46 just to start this policy. I now realize they are way more expensive than many insurance carriers. See attached documents.

  Business response

  08/28/2024

  
  Hello ******,
  
  I’m very sorry to learn ******* is upset. I’d like to explain the cancel process.
  
  When a policy is within its first 60-days of the initial policy period, an insurer cannot cancel the policy without documentation. This is in accordance with Florida Statutes. In this instance, we asked ******* to provide us with a copy of his replacement policy’s Declarations Page or I.D. Card.
  
  We received an email on August 2, 2024, which included the required documentation, and we canceled the policy as requested.
  
  A balance of $17.37 remains due after cancel. We provided coverage from the policy start date of June 28, 2024, until the cancel date of August 2, 2024. We received only the initial payment of $279.60 to start the policy. 
  
  I’ve included a copy of the Final Bill that explains how the balance is calculated.
  
  Best Regards,
  
  Eva D. 
  Consumer Relations Specialist
  

  
  

  Customer response

  08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.] This company has very deceptive practices! They quote you one thing and then charge you something else! Because of this I had to seek other insurance options. No matter what, since I provided the information they requested right away, regardless if I had just started the policy or if I had it a year, once proof of other coverage was given they should have immediately canceled the policy! The only reason they cancel the policy was because I filed the BBB report. That shows that if it wasn't for the BBB reaching out to them they would never have canceled the policy! They weren't trying to follow the rules they were trying to be deceptive and even though they receive proof that I had obtained insurance coverage through another carrier they still kept the policy despite my many calls and conversations with Representatives! So I reject their explanation as it is obvious they were just being deceptive and trying to obtain more money out of me! As for the payment they said I made they are wrong I had paid additional money they said I owed from a previous policy which I never received notice of! So the remaining balance they are indicating I don't think should be owed since I have suffered so much and I've had such a great financial loss from having a policy with them! I don't think I owe them another dime since they have taken so much money from me! If you look at this company's history you'll see that they have very deceptive practices!

  
  Regards,
  
  ******* *****
  
  
  
  
   

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Don't fall for the snapshot discount scam, it's just a way for them to sell and profit off your driving information without actually giving you any kind of a discount. After receiving 5 of 5 stars on my driving history and getting a 30% discount my costs on a minimum liability insurance plan still went up by 10%, with the apparent discount I got the total policy increase was nearly 40% over a 6 month period and their only explanation was inflation. Their only attempt at rectifying was a requote that came back at nearly 50% more than the 6-month 40% increase they already gave me.

  Business response

  08/23/2024

  Dear ******,
  
  Thank you for sharing ****** *****'s concerns regarding his insurance policy and the Snapshot® program. I appreciate the opportunity to address them further.
   
  On February 27, 2024, ****** started his policy online and agreed to the Snapshot terms and conditions before installing the device or registering the app. He enrolled in the program's 5.0 (continuous) version, which monitors driving behavior for the term and applies results at the next renewal. This monitoring continues each term for new results.
   
  Participants in the Snapshot program receive a discount for the first term if they enroll at the inception of their policy. The program is optional, and participants can opt-out at any time. However, if we collect more than 30 days of data, we will apply the results at renewal, even if the customer did not complete the program. At renewal, we replace the Snapshot Participation Discount with a new discount, no change, or a surcharge based on the monitored driving behavior.
   
  On August 27, 2024, ****** earned a discount for his policy renewal. His policy is currently set for installments rather than paid in full, which affects the premium.
   
  I understand that ****** is concerned about the increase in his premium despite receiving a discount from the Snapshot program. Please note that we regularly review our rates to ensure they reflect current market conditions, including inflation and rising repairs and medical care costs. These factors can impact premiums even when applying a discount.
  
  We value ****** as a customer and hope this explanation clarifies the situation. 
  
  Sincerely,
  
  Jasmine G.
  Consumer Relations Specialist
  

  
  

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