Progressive Insurance -- how can they do this??

[MushyMushy]

Mushy did you communicate with Progressive through emails all this time?

Email and phone. We've just never had any issues to deal with, or so we thought.

Now I will say that our mailman must be the lamest in history because he mixes up mail all the time. ALL the time. We're constantly walking things across the street or putting it back out for him to take. So when we wouldn't get our ID cards, we chalked it up to that and would just go online to get them.

Even though that wasn't what caused it this time, I'm thinking it's time for a P.O. box!

 

[MichelleVW]

Email and phone. We've just never had any issues to deal with, or so we thought.

Now I will say that our mailman must be the lamest in history because he mixes up mail all the time. ALL the time. We're constantly walking things across the street or putting it back out for him to take. So when we wouldn't get our ID cards, we chalked it up to that and would just go online to get them.

Even though that wasn't what caused it this time, I'm thinking it's time for a P.O. box!

Do you have my mailman!!??

 

[MushyMushy]

Remember that you don't know what exactly was said by the neighbor to the CS rep. The words used may not have specifically been to cancel the policy but more along the lines of "Do whatever you need to in order for me to not receive these mailings" and it resulted in the CS rep keying in a policy cancellation.

You're right, that's true. But the rep I spoke with was very concerned and went off to double check it all with a manager. She was pretty clear that after the numerous calls to change the address that this person requested cancellation.

I just went on their website and they do have our correct mailing address now. Whew.

 

[phorsenuf]

I wonder something. With so many companies going green and not sending paper correspondences so much I wonder if Progressive offers a choice.
Maybe the rep thought she was canceling the paper method of delivery and accidentally canceled the policy.

Still not cool, but maybe just an error on the CS's part and not the neighbor being malicious.

 

[golfgal]

Email and phone. We've just never had any issues to deal with, or so we thought.

Now I will say that our mailman must be the lamest in history because he mixes up mail all the time. ALL the time. We're constantly walking things across the street or putting it back out for him to take. So when we wouldn't get our ID cards, we chalked it up to that and would just go online to get them.

Even though that wasn't what caused it this time, I'm thinking it's time for a P.O. box!

I would report your mail person to the postmaster in your office. This is not acceptable. We had a week or two where we must have had a sub and got mail for neighbors around the corner who have the same house number and a similar street name but other than that we never get anyone else's mail.

 

[dis-happy]

So to cancel, she had to OPEN your mail and get your account information. That's illegal.

 

[allison443]

You're right, that's true. But the rep I spoke with was very concerned and went off to double check it all with a manager. She was pretty clear that after the numerous calls to change the address that this person requested cancellation.

I just went on their website and they do have our correct mailing address now. Whew.

I think Progressive has a large share of the blame...they admit they got "numerous calls" to change the address and didn't do so??

 

[floridaminnie]

But can any company change an address if someone else is calling? Why didn't the person a. give you the mail since he/she knows who you are, or b. return it to sender. It's a BIG no no to open mail that isn't yours. I can't imagine calling a company to cancel something of someone else insurance.

 

[TheBigBadWolf]

My old insurance company would not let me cancel my policy over the phone. They made me come into the office and cancel in person. They said too many people call and try to cancel their ex's insurance being vindictive, so they make their clients come in person when they are canceling their insurance policy. That really made me cranky since I lived 25 miles from their office!

 

[Lisa loves Pooh]

So to cancel, she had to OPEN your mail and get your account information. That's illegal.

Yep---that is why you "return to sender/wrong address". Then the sender has to figure it out. If the DA kept the mail...calling wouldn't do much.

 

[shortbun]

Do you NOT have an agent? I would never buy insurance without the advice of an agent regarding what coverage I needed.

 

[bumbershoot]

The realtor thing isn't really the same. The realtor has her phone number, and she's refusing to fix her flyers. In this case, Mushy's trying to get the address fixed, the insurance company can't/won't, and the neighbor didn't take the easy way of just *telling* Mushy...I can't see the correlation at all.


I did think of one thing...after DH (then-fiance) moved out of his mom's (he'd moved back in with her to help her after she had two heart attacks inside of a year), he kept trying to get his car registration changed. He'd send in the change, they'd send a "did you send this?" notice to the old address. His mom, of course, lived there. She's not fluent in English either in reading (she does fine driving and shopping, but other than that she's lost) or speaking, and didn't understand. She'd check off "no I didn't make this change" on the notification, and it would get changed BACK to her address. This happened SO many times, and she only told us what was happening after around 2 years, maybe more. Every year she'd say "oh I got your registration form, I paid your tabs, here they are", but wouldn't say "I keep changing your address back".


But certainly you can't be a DA in the US without reading English? So that couldn't have been a reason for why the neighbor didn't just go and talk to the OP...

 

[Northstar]

Look, in your neighbor's defense... this was not a case of misdelivered mail.

What came to her mailbox was insurance documents with your name, but her address, on it. It's just possible, if you know her slightly, she may not have realized that "Joseph and Margaret Smith" on the envelope are Joe and Peggy next door.

I'd be reserving my ire for the insurance company. If your neighbor called numerous times to say, "There is no policyholder for your company at this address," they should have contacted you. They are the ones who hold the contact information for the policyholder, including phone and email.

The insurance company is trying to deflect blame for their messup. They should have contacted you as soon as they knew the address was incorrect. By their own admission, they had numerous notifications of this. They also should never have cancelled the policy without your permission. That is just unbelievable.

 

[golfgal]

Look, in your neighbor's defense... this was not a case of misdelivered mail.

What came to her mailbox was insurance documents with your name, but her address, on it. It's just possible, if you know her slightly, she may not have realized that "Joseph and Margaret Smith" on the envelope are Joe and Peggy next door.

I'd be reserving my ire for the insurance company. If your neighbor called numerous times to say, "There is no policyholder for your company at this address," they should have contacted you. They are the ones who hold the contact information for the policyholder, including phone and email.

The insurance company is trying to deflect blame for their messup. They should have contacted you as soon as they knew the address was incorrect. By their own admission, they had numerous notifications of this. They also should never have cancelled the policy without your permission. That is just unbelievable.

I will go as far as it isn't even the companies fault but the ONE CS person that messed up.

 

[Bren's Mom]

Remember that you don't know what exactly was said by the neighbor to the CS rep. The words used may not have specifically been to cancel the policy but more along the lines of "Do whatever you need to in order for me to not receive these mailings" and it resulted in the CS rep keying in a policy cancellation.

Yes, THIS!

Before you go voting your neighbor out of office, remember that Progressive SAYS she canceled the policy...that does NOT mean she actually DID do that. You're taking the word of a large insurance company who, after many years, couldn't even keep your address straight in their records?

 

[MushyMushy]

Yeah, I've calmed down some since I've slept on it. When DH gets home we are going to investigate it a little more thoroughly and actually go down to talk to the neighbor and let her know what Progressive said and what her take on it is.

It may also be time to shop for a new insurance company, although this is the only problem we've had with them. I don't know about that though. We're a little leery of insurance companies after being royally screwed by State Farm.

 

[Bren's Mom]

That sounds like a good plan.

If Amica services your area I'd check with them. I've had them for 10+ years and they are WONDERFUL. I've had 2 accidents (neither my fault, but they still handled the claims) and they were great. Rates are reasonable. They are easy to reach on the phone. Can't say enough good about them.

 

[dawson5]

A bit of a different situation, we built a home in Michigan. Before we had a proper address we just had a lot number. The bank was sending papers to the lot and it was returned. When it was returned it started a process where they called us to find out what was going on. If your neighbor was getting your mail and putting on there "return to sender" why did this not trigger something like that? Maybe find out what their policy is on returned papers (especially important things like your proof of insurance card) and then make a decision. I wouldn't give the company, the CS rep or the neighbor any benefit of the doubt in this.

It still floors me that a neighbor wouldn't contact you. At the very least, look in the phone book and see that "joe smith's" address is very similar to her own and let them know what's going on, especially as it had been going on for some time.

 

[C.Ann]

That's a pretty significant "mistake" and if a CS rep cancelled your insurance just because "Peggy Smith" said they should - that's a huge mistake!!

I would want to get to the bottom of it ASAP.. I'm not sure if I would shop for new coverage though - depending on what your investigation turns up.. Could just be "one" very, very poorly trained rep..

Good luck!

 

[Northstar]

You know what would be really funny (though annoying), if it turns out the neighbor who got your mail also has a policy through the same company and she was trying to cancel HER policy!