Posted by NeverAgain on November 27, 2003 at 14:29:38:
In Reply to: Terrible experience with Progressive Insurance posted by M. J. S. on November 27, 2003 at 00:14:55:
For starters there's no such thing as "Hit and Run Coverage". Perhaps you mean collision. If you had collision on a car that is more than 10 years old you're insane. The cost of the collision coverage on an old car will far outweigh what you get back from the insurance company if the car is totalled, and most older cars in ANY accident will be totalled because the cost to repair the damage will usually be more than the car is worth blue book. Collision and comprehensive on an old car is not cost efficient. And yes, you are expected to know what kind of coverage you have. You filled out the form on line, it was up to you to pay attention. I'm also guessing that the site automatically takes comp and collision off on 10 year old or older cars. Progressive is one of the few insurers who WILL ALLOW comp and collision on old cars. Many will not even allow you that option because it's not cost efficient for you or them. And NO it is not standard for there to be a pop up when changes are made to fields of information on an on line site. I've never seen a site do that, not an insurance site, not any other site.
: I bought auto insurance from a Progressive telephone agent in 2002. On October 14, 2003, I purchased a new used car to drive instead. On October 17, 2003, I logged onto the Progressive website to replace my vehicle being covered. I clicked on "replace" an auto and followed the instructions, believing that the only transaction occurring was, as stated, the "replacement" of my vehicle, rather than any "change" in coverage. There were no warnings or pop-up boxes to indicate that Progressive automatically resets its browsers to change all customers' insurance back to minimum settings. Instead, customers are supposed to figure this out for themselves, with no warning, by carefully comparing old and new insurance at the end of the transaction. A reasonable person such as myself would assume that "replace" a vehicle means just that and would not know to check for an automatic change in level of coverage.
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: Progressive advertises its website as being award-winning and easy to use, and actively encourages consumers to conduct transactions online. Progressive advertises its awards to encourage customers to feel comfortable about conducting transactions online. Had I done this transaction on the telephone, obviously, my insurance coverage would have stayed the same.
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: Less than 2 weeks later, on Nov. 1, my car was hit-and-run while parked. I filed a police report. I called to find out what I was covered for, since I had not looked into my level of coverage since initially signing up with the telephone agent, and I was shocked to learn that my hit-and-run insurance had been deleted when I replaced my coverage online, since I had taken no action whatsoever to change or lower my level of coverage.
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: Progressive refused to cover my claim, stating I had intentionally lowered my coverage. Had I never logged onto the website, I still would have been covered under the 30 day grace period when changing vehicles.
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: I acted in good faith. Progressive's poorly designed website, which they encouraged me to use, misled me into thinking that the only transaction occurring was the replacing of my vehicle. It is standard on websites to include warnings or pop-up bars if anything unusual or unexpected might occur in a transaction; Progressive had none. I regret the day I ever logged onto their site. While filing a complaint with the state insurance commission, I found that Progressive has MORE complaints registered against it than its percentage of the market share!
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