A Frustrating Experience with Progressive Insurance
I apologize for the lengthy post, but I need to share our experience.
About six months ago, my wife’s car suffered significant water damage after we unknowingly drove through a flooded street. The Hyundai alerted us that it detected water and was shutting down to prevent further damage—something I didn’t even realize was possible. We had the car towed to the Hyundai dealership, where they recommended replacing the flood harness, as the interior had standing water. Unfortunately, it took a week for a Progressive representative to assess the vehicle. While Progressive approved most repairs, they denied the floor harness replacement.
After 35 days, we got the car back; however, the power-adjustable seats and mirrors were not functioning. I brought it back to the dealership, and they diagnosed the issue as a faulty floor harness that shorted out the door module. When I submitted this new estimate to Progressive, the representative claimed the floor harness was likely a pre-existing problem and wouldn’t be covered. After explaining how electronics work for about 15 minutes, they agreed to cover the door module but insisted the floor harness was probably fine.
Weeks later, once the shop received the new parts, the floor harness quickly shorted out the replacement door module. This prompted a third estimate for the floor harness to be sent to Progressive. By this point, the total payout from insurance reached $10,000 on a $24,000 car, and I had been without my vehicle intermittently for 2.5 months. Progressive insisted that the dealership explore every other possible issue before they would approve the floor harness replacement. This prolonged investigation, which involved dealership staff and even a factory representative, took another 2.5 months, during which it was ultimately confirmed the floor harness was indeed faulty. Just two days later, Progressive deemed the car a total loss.
Today, they contacted me with the payout total of $24,500, which exceeds what I owe—so I’m relieved about that. However, I’m frustrated that it took six months to get to this point, despite the dealership identifying the problem from day one, which Progressive disregarded. To make matters worse, my wife lost her job over a month ago due to unreliable transportation, and Progressive refused to provide us with a rental car since we had already exhausted our 30-day policy limit during the first month the car was in the shop.
Throughout this ordeal, getting in touch with someone at Progressive was nearly impossible. I would leave messages for my contacts and their supervisors, but very few calls were returned.
Now, I’m considering consulting a lawyer to understand my legal options. I believe I may have grounds to sue for acting in bad faith, but I’d prefer to avoid that. Do you think I have a legitimate case for reimbursement, and what steps should I take? Does Progressive have an internal dispute resolution process, and has anyone had success with it? This entire experience has been incredibly frustrating, and I plan to switch away from Progressive as soon as this is resolved.
I’m really sorry to hear about your challenging experience with Progressive. It sounds incredibly frustrating, especially given the impact it’s had on your wife’s job and your overall peace of mind. From what you’ve described, it does seem like you have a valid case for dissatisfaction, and pursuing reimbursement might be worth considering.
Before consulting a lawyer, you could try a few steps:
Document Everything: Gather all relevant documentation, including repair estimates, communication with Progressive, and records of your calls. Having everything in one place will strengthen your case.
Contact Customer Service: Try reaching out to Progressive’s customer service or claims department again, and express your complaints. Ask specifically about their internal dispute resolution process. Sometimes escalating your case or requesting to speak with a supervisor can yield better results.
File a Complaint: If you don’t get a satisfactory response, you might consider filing a complaint with your state’s insurance commissioner. They can sometimes help mediate disputes between consumers and insurance companies.
Legal Consultation: If all else fails, seeking a consultation with a lawyer who specializes in insurance claims could provide clarity. They can help you understand whether you truly have grounds for a bad faith claim and the best way to proceed.
Social Media: Consider sharing your experience on social media or platforms like Better Business Bureau (BBB). Companies often respond more quickly when their reputation is at stake publicly.
It sounds like you’ve been very patient throughout this ordeal, but it’s important to advocate for yourself and your family’s needs. Good luck, and I hope you get a resolution soon!