Progressive Auto Insurance: Totally Unprofessional
Written: Mar 25 '01 (Updated Feb 04 '06)
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Pros: Nothing especially great--their motorcycle insurance was somewhat cheaper that the competition
Cons: Very rude, arrogant, evasive associates
The Bottom Line: Avoid Progressive! If it's this difficult solving a paperwork oversight, how much trouble would a CLAIM be?
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| bkiser's Full Review: Progressive Group - Auto |
I've got a motorcycle that's fairly expensive to insure. I've insured it through Progressive for years, dropping the insurance during the winter months because I don't ride it then, and restarting coverage during the summer months. I've always used Progressive for it because it was the cheapest carrier, but I recently had a very, very bad experience with Progressive.
On or about September 18, 2000 I purchased motorcycle insurance from Progressive. I paid up front and in full for the entire year. On October 19, 2000 my insurance was canceled, due to Progressive saying they had not received my Kentucky No Fault Rejection Form. I called immediately and confirmed that they did not receive it (or they didn't process it--I know I sent it). They sent me another one out, and as always, I have trouble with the confusing forms, so I called Progressive for advice on which option to choose. After a bit of explaining myself (they refused to talk to me about the form, citing "We can't tell you how to fill out the form."), I was told which option is the one I should choose to get the best rate, and mailed the form immediately. On or about November 21, 2000, my insurance was canceled again! (Keep in mind it was paid in full back in September.) This time, they said they did receive the form, but said an option was selected that made my premium higher than I originally paid. (Thanks for helping me pick the right option there, Progressive. Not.) They agreed I should not have been canceled, but rather a bill should have been mailed to me. So they agree to send me another form. On December 23, 2000, my insurance was canceled yet again, and I never did receive the third form. It was winter at this point, so I didn't call Progressive back immediately, but rather waited until around January 9, 2001, at which time I called and spoke to Andy Sangha. Andy was polite, but not very helpful. He would not reinstate my policy. I spoke to his supervisor, Mike Slores, who was rude, arrogant, and contradicted himself. At one point in our long, unpleasant conversation, he admitted (and I quote): "We reinstated your policy because it was our error", and also "we're not saying that it was your fault." As I reiterated to Mr. Slores, if this mess isn't my fault, then I want it straightened out. I even offered to fill the form out and fax it to them if he would send it. He refused. When I repeatedly asked why he refused, he would go back to the statement that they'd mailed out several of the forms. I reiterated that I'd returned both forms that I received, and that the problem appears to be processing on their end. When I argued that if they had mailed out several, then one more wouldn't hurt, and that I'd fax it in immediately, he refused. He was very evasive through this whole conversation, and wouldn't give me a straight answer why I couldn't be reinstated. After much arguing, I basically forced him into admitting "It's my decision" (another direct quote). I took down his supervisor's name, but I did not contact him, given Progressive's reputation for poor customer service. I simply did not want to go through this battle again.
I am disappointed in Progressive because I felt as if their associate was accusing me of doing something wrong--perhaps trying to sneak something over on them. I don't know what they did with my paperwork, but I know I filled it out and returned it. They even helped me decide which option to pick on the Kentucky No Fault form (of course, they told me wrong and later canceled me for that wrong selection). I will never use Progressive again after this incident, even if I have to pay more at another insurance carrier. I was paid up from September to September, but they only covered me from September to December--all because of multiple clerical errors on their part!
*** March 29 Update ***
I wrote a letter using www.planetfeedback.com, which they forwarded to Progressive's customer service, and got a response fairly quickly. Progressive apologized for any "misunderstanding", but said my policy could not be reinstated nor could any money be refunded. The email explained that since 90% of the premium is used in the first few months of the policy, there is nothing to refund. I think they're forgetting the basics here: I paid for a 1-year policy, but only received 4 months of coverage (and mostly winter months, at that). They still owe me 2/3 of a year. Crooks.
*** April 12 Update ***
I've been contacted by Heather Kilbane, an extremely polite representative of Progressive, regarding my Epinion (Looks like Progressive does have the intelligence to monitor their public image, if not protect it in practice). For the first time, a good attitude has been put forth by a Progressive employee. Heather was very apologetic for the poor service I've received thus far and promised a refund--I am unsure of the amount, but will update my review when I get it. She appeared to have researched my case, and had listened to the phone conversation I had with Mike Slores. She agreed that "this is what we are trying to avoid" (a direct quote, I believe). My understanding is that she has contacted his supervisor. Good for Progressive! It's just unfortunate that anyone would have to go through this much crap to resolve such a petty problem.
*** April 26 Update ***
Finally! This issue is now resolved. I received a draft today from Progressive for $81, which accounts for the 2/3 of my balance that they originally refused to refund. My thanks go out to Heather Kilbane, Epinions, and to the power of the Internet.
*** April 27 Update ***
Today, unexpectedly, I received two gift certificates totaling $30 from Heather. Progressive screwed up huge, but I appreciate the attempt to correct the problem and reestablish our business relationship. I have increased my customer service rating in recognition of Heather's efforts.
Recommended:
No
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Epinions.com ID:
bkiser
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Reviews written: 33
Trusted by: 18 members
About Me:
I'm a Systems Consultant for the Kentucky Commonwealth Office of Technology.
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