Emily sent a message to Glenn M. Renwick - Chief Executive Officer and President of Progressive Corporation - Email Address that said:
I cannot express enough how disappointed I am in the claims process that I have experienced with Progressive. I feel completely forgotten about and insulted by the lack of information, help, organization and guidance with my claim that was submitted in December for my Mazda. I have been a Progressive customer for years, have four family members and four cars covered through you. I have never had an accident claim with progressive. My assigned claims rep went on FMLA leave within days after the claim started. Michael, called us once to say hi and apologize for the delay in her initial contact. We never heard back from her after the 19th. We were never reassigned to a different claims rep, our pictures and witness info was never passed along to anyone else. A claims trainer, Mary touched base with us later and requested all the same info again and let us know that Michael's supervisor would handle it further. We again were never contact or given direction on where to go, or what to do with anything in the claims process. In January we started receiving correspondence from the original tow company that we needed to come get the car or have it released to progressive. Again, we received no contact from any claims rep, only limited guidance from Mary. Today, we found out that we are now responsible for the $850 tow and storage fees that were completely avoidable IF we had been given any guidance from any claims rep, instead we FINALLY receive a phone call from our original claim reps supervisor, the one that we were promised weeks ago was taking over the claim, Carlos Penaflor. Carlos was unapologetic and rude. He made my husband feel like garbage because we were only carrying collision on this vehicle that was involved in the accident. He basically said that our claim was finished, even though in our opinion it never even started beyond the original phone call we made to report it. I'm left again with no guidance, no answers, no explanations, and no help from Progressive. This was a terrible experience start to.... finish??? I would very much appreciate a call regarding my experience. Carlos would not give us anyone else that we could talk with, he refused to escalate our troubles to anyone else within Progressive. I work for a very large corporation, one that values its customers and will always do what is necessary to protect its reputation and do what's right for the customer. If my company operates the way yours did with us, I wouldn't have a job. Right now I have no desire to do any additional business with Progressive. I am so disappointed and frustrated at this whole experience. You are more than happy to collect over $300/month from me, but when I needed you most you were no where to be found. I am really hoping ours is an isolated incident and that Carlos's cold, hands-off approach will be reviewed and corrected for others going forward. Again, please reach out to me. I would love the opportunity to discuss this further with Carlos' supervisor as originally requested.
Sincerely disappointed,
Emily
