Linda's complaint:
May 17, 2013

Insurance Company: Progressive
Coverage Type: Auto/Boat/Motorcycle

• PolicyHolder Service - Inadequate Service
• PolicyHolder Service - Denied Access to Services
• Claim Handling - Denial of Claim
• Marketing & Sales - Misrepresentation

In the state of MA, insurance companies are basically required to waive deductibles for auto glass. I don't know the official terminology, but it boils down to the fact that if you have comprehensive coverage, not a penny should come out of pocket for auto glass and no surcharges or additional fees should be added to the policy because glass is "no fault". Well progressive does not operate by this rule. I have comprehensive coverage but they won't cover my windshield replacement. I have gotten different answers from different people, but I've been told 1) you have to purchase special glass coverage to get no deductible 2) it would be free to repair glass, but not replace 3) there is no provision to separate glass from any other claim.

1) If progressive is using some additional coverage to comply with MA law, they should be required to ask you when you start a policy if you want that additional coverage. They did not ask me.

2) According to all of my research and discussions with other insurance companies and repair places and dealerships there should be no distinction between repair and replace.

3) That's just not true. MA law requires it and progressive should learn the laws.

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