Progressive Ada Violation Case

Part */?? This demand has nothing to do with the accident itself and everything to do with how I was mistreated as a disabled policyholder. Progressive mishandled my claim from day one, failed to comply with ADA requirements, and retaliated against me after I blind copied the Department of Insurance. My demand is $*,* for documented financial damages, ADA violations, and professional harm. I have all screenshots, emails, receipts, and timeline files ready for submission. Two separate claims were opened for the same accident — one under my policy, one under the at-fault driver’s — and Progressive failed to catch this. Marie was listed as the adjuster on all official paperwork, yet another adjuster (“Shannon”) appeared later. I was never informed of her. When I asked via online chat, the rep said they didn’t know who she was and had no contact info. A phone rep confirmed the same. I’ve never received a single message from Shannon.

Part */?? A check was issued under my policy on June * — after that claim had already been closed on June *. Marie never disclosed this to me. I only found out after I uncovered inconsistencies in the estimates and pushed for answers. The check was later voided without explanation. Her supervisor, Monique, claimed she reviewed everything and agreed with how it was handled. That means she either knowingly approved misconduct or never actually reviewed the file. As the owner of multiple brands and teams, I can say with confidence: that is not oversight — it’s liability. Marie also claimed the initial lower estimate was due to virtual photos, and that the second estimate reflected more visible damage. But the vehicle was never inspected in person. When I raised concerns about its safety, Daniel (a supervisor) agreed and asked if Progressive could tow it to the shop — which I approved. The damage was documented by photo at every stage.

Part */?? I explicitly requested email-only communication due to ADA-protected disability needs. Despite this, I was repeatedly called and texted. Marie admitted to removing my phone number from the file but blamed other departments. Every department I spoke to was told I required email-only contact under ADA protection — and they ignored it anyway. Then, after I blind copied the Department of Insurance on my communications, Progressive had me vetted by a supervisor with a background in mental health — the very issue I disclosed when requesting accommodations. That wasn’t a coincidence. It was retaliation. What Progressive didn’t know is that I had also blind copied the ADA Civil Rights Division at the same time. I have all screenshots, email threads, and chat transcripts proving these violations. I have documented everything — including every time I had to do the investigating that your team failed to do.

Part */?? Had this case been handled properly from the beginning, Progressive would’ve only been responsible for a rental and vehicle repair. Instead, I lost income, time, and trust. I was gaslit, ignored, and forced to uncover issues your team should’ve caught. My demand is not arbitrary — it reflects quantifiable damage: • Lost wages (myself and husband): $*,* • Emotional distress (ADA violations): $*,* • Business interruption & reputational harm: $*,* • Time spent correcting your errors: $*,* • Rental reimbursement & mileage: $* • Diminished vehicle value (estimated): $*,* • Breach of trust, ADA retaliation, and privacy: $*,* • Mutual NDA & silence clause: $*,* Total: $*,*, rounded to $*,* I understand diminished value can’t be finalized until repairs are done, but the loss is real. This was a * premium vehicle, undamaged until this incident.

Part */?? The car now has an accident history that will permanently reduce its trade-in value, resale potential, and insurance scoring — no matter how well it’s repaired. That financial loss is real, documented, and not speculative. To resolve this matter professionally and privately, I am requesting: *. $*,* payment via certified check or direct deposit *. A formal written apology acknowledging ADA violations, mishandling, and retaliation *. Permanent deletion of the claim from my policy record (not just closure) *. A mutual nondisclosure agreement (I’m open to reviewing Progressive’s version first, or my team can provide one that protects both parties) *. A formal request that all employees involved complete ADA and disability accommodation training to prevent future harm to other policyholders

Part */* This demand has been reviewed against comparable cases in Missouri. Legal advisors have confirmed the amount is appropriate and fully justified. It will be far less expensive to settle now than to defend this in court — especially with documented ADA violations and retaliation following regulatory escalation. You have until Monday, July * at *:* AM CST to respond. If Casey is not the individual authorized to make a settlement decision, this must be escalated to someone who is. However, the timeline does not change. If Progressive chooses not to resolve this professionally, I will proceed with full legal action and public exposure. This is not a threat — it is a final opportunity to close this with accountability and dignity. Sincerely, Kelly Rhoades Founder & Chief Innovation Strategist – Hostile Brands™ Founder@HostileBeautyBrand.com BCC: Missouri Department of Insurance, ADA Civil Rights Division

Yes

Kelly Rhoades

*-*-*

Please email me per ADA accommodations at Founder@hostilebeautybrand.com

I am fully prepared to move forward with litigation, but I’m also open to private settlement. This is not emotional — it’s documented, strategic, and I have every receipt. If Progressive doesn’t resolve this, I will escalate through legal and public channels. I have a full digital case file prepared — including screenshots, email threads, timelines, ADA correspondence, and formal demand letters. If you’d like access, I can provide it immediately via secure link or direct email.

Progressive has until Monday, July * at *:* AM CST to respond. If they fail to make an offer or engage in good faith, I am moving forward with formal legal action and public escalation. I am not bluffing — this will proceed.

This is not just about compensation. This is about setting a precedent. ADA violations, retaliation after regulatory escalation, and gaslighting disabled customers are serious issues. If they’ve done this to me, they’ve likely done it to others.

I’m the Founder & Chief Innovation Strategist of Hostile Brands™ — a consumer-facing brand with an audience and platform. Progressive didn’t just mishandle a claim. They mishandled someone who knew how to document it.

When should I expect to hear from an attorney

Thank you again for reviewing my case. I’ve compiled a full digital documentation packet including emails, screenshots, timelines, formal demands, and proof of ADA violations. Progressive mishandled this claim from day one — violating my rights as a disabled customer, gaslighting me repeatedly, opening two cases for one accident, and then retaliating when I reported it to regulators. I’m prepared to go to court if needed, but I am also open to private settlement. This isn’t emotional — it’s strategic and backed by extensive evidence. I’ve blind-copied the Department of Insurance and ADA throughout this process. Progressive has until Monday, July * at *:* AM CST to respond before I escalate. If an attorney is willing to speak with me further or needs immediate access to my case files, I’ll provide a full ZIP file or PDF portfolio by email. Please let me know if there’s anything else needed — I’m ready to move forward.

What is the name of the top attorneys in my area that would take my case and win if Progressive doesn’t choose to settle with me by Monday?

Will you send my case to lawyers?

That’s all. Thank you.

What is the likelihood Progressive will settle so we can be done with this. My anxiety is through the roof over how I’ve been treated and the mishandling of this case. I have literally had more panic attacks since this started than I have all year.

What is a reasonable counteroffer I should accept if they do counter?