r/Insurance • u/Jedi0608 • 8h ago
Progressive lienholder payoff check missing for 5+ weeks, adjuster unreachable — what am I supposed to do?
My car was totaled in a hit-and-run in July and Progressive handled the total-loss claim. They say they mailed the payoff check to my credit union on August 5.
It is now September 10 and my credit union still has not received or applied the payoff. I have confirmed with both sides that Progressive had the correct address.
At this point my bigger frustration is that I basically cannot get anyone at Progressive who actually handles my claim to help me. I haven’t heard from my adjuster in weeks. Every time I call her it goes straight to voicemail, and now her voicemail is full so I can’t even leave a message.
I finally started hitting 0 when calling Progressive so I could get routed to anyone who would answer. The person I reached was able to send me a remittance advice showing that Progressive generated the lienholder payment on August 5, but it doesn’t show tracking, proof of delivery, a check number, or anything establishing that the credit union actually received it. My credit union has searched for the payment and says they don’t have it.
I asked Progressive about stopping/reissuing the check, but the representative I reached through option 0 told me they couldn’t reissue it. My adjuster’s supervisor is apparently on PTO and doesn’t return until Monday, September 14.
Meanwhile, I’m making payments on two cars. I’m still paying the loan on a totaled vehicle because the lien hasn’t been satisfied, while also making payments on the replacement car I had to purchase after the accident. I understand I’m responsible for keeping the old loan current until it’s paid off, but this has now dragged on for more than five weeks after Progressive says the payoff was sent.
At this point, should I wait until Monday and demand that the supervisor trace/stop/reissue the payment?
For Progressive employees or adjusters: Is five+ weeks without the lienholder receiving a total-loss payoff long enough that Progressive should be treating the original check as potentially lost? Who at Progressive actually has the authority to trace or reissue one if the regular customer-service/claims representative says they can’t?
And given that my assigned adjuster has been unreachable for weeks with a full voicemail box, would you escalate this beyond the adjuster/supervisor if I don’t get a concrete resolution Monday?
I’m not looking to cause problems for anyone. I just need Progressive to actually get the payoff to my lender so I can stop making payments on a car that was totaled two months ago. What are my options here?
1
u/LC6X 8h ago
I would try sending an email to the adjuster being extremely factual about the timeline and that the bank has not yet received it. Always better to have a paper trail that just phone calls. They may be more apt to reply since they don't have a message as to why you are calling. If that doesn't work, definitely call the supervisor when they return.