Customer Review - Progressive

Wrong information provided.

I was at fault and it was a small ding to a car. I was going to settle matters without filing a claim. The other party agreed. The person I hit went to get an estimate. I thought was very high for the damage done-- a ding the size of a quarter and some scrapes to the paint job. I found another shop for a second opinion and the other person agreed to a second estimate. I also called Progressive to get information and asked if I reported the incident, would I have to follow through with a claim. The rep told me no-- that an adjustor could quote me a price and then I could decide whether or not to file or pay out of pocket. So, I reported it and a claims specialist followed up... got all the info from me about who was hit, how it happened, etc. I asked specifically again for a claim not to be filed until I have all the details. I was told not to worry about it... everything was going to be alright. Half hour later, the person I hit sends me a text message saying "thanks... they are even covering a rental and will get the car fixed tomorrow." What??? But you told me that I could decide whether or not to file a claim or pay out of pocket. I called claims line again and talked to the same specialist who told me that, when a claim is filed, it is the party not at fault who gets to decide where to get the car fixed, how the damages get paid, and the rest of the details. I told him that's not what he and I discussed, and that's not how I had agreed for it to proceed... The accident had happened 2 weeks prior. We didn't get a police report, had not called insurance companies, nothing because both the other party and I had agreed it was not necessary. I had asked specifically in my phone calls to Progressive about protocol if a claim is filed and was told not to worry... I would be notified of the price and then I could decide what to do about paying. Well, they tell me now that by law once an "adverse party" comes forward, there is nothing I can do. So... even if it's a small ding, the person can choose to have it covered by Progressive and not me.. the person gets a rental car for undetermined amount of time... they can provide estimates wherever and I just accept whatever is decided by Progressive and the other party... No voice... no say...and I the customer cannot do a darn thing now... Thanks Progressive... way to go... I asked a simple question so that I could make an educated decision as a consumer... All I got in the last phone call was "sorry we didn't tell you everying. There's nothing we can do now." I think you should do something about it. Listen to your customer service tapes, hear the wrong information that was provided to me and cover any repercussions that have evolved because of your poor customer service.