Complaint Review: progressive auto insurance - mayfield village Ohio

About 2 years ago I switched from geico to progressive because it would save me a few dollars a month and I like to spend my money wisely (or I'm cheap... you decide). fast fwd 2 years... while driving home from work one night, had a gentleman hit the right rear of my vehicle. I was in moving traffic and he was exiting a parking lot... so long story short 100% his fault. before this my truck did not have a scratch.

50k miles 2016 nissan frontier pro4x. i was pretty upset, but gritted my teeth, and started making calls and taking pictures. gentleman who hit me was in a work truck, and I recall being thankful he pulled over. I called police, they came and gave me an incident report with this gentlemans' drivers license, address, phone. I also got his insurance info - turns out we are both insured by progressive.  

a week later called to get info about renting a vehicle while mine was being repaired and progressive says "well sir, at this time we can't move forward on your claim because we haven't gotten a callback from the liable party". I say... "but there's a police report?" they say "sorry sir". I say... "so if he just doesn't return your call EVER, then what?"

they say " then we deny the claim. At that point you can put it through your insurance". Forgot to mention a relative detail... in speaking with the gentleman who hit me, I can see he speaks very little English. I recognize the accent - can tell he's latino. my wife, is a native spanish speaker. She offers to call the guy. She gets a hold of him. He says he spoke to them, but is sorry and will speak to them asap. She asks and he tells her he only speaks Spanish.

I call progressive immediately to try to get them to call him within 10 mins -while it's fresh on his mind. they say "sorry, the claims adjuster is in a meeting right now". I say, "I don't believe the adjuster speaks spanish anyway, and the person who calls needs to speak spanish - can you please help me out here. I'm ALSO your customer". They say they'll call but I can tell it's just to get me off the phone.   Next day I ask "did you call". They say "well I just tried him a few minutes ago, and no answer". I say "did you call in spanish". no response.

Then he sends me a message saying 'send me pics of your vehicle on all four sides'. I msg him asking: "did the guy contact you?" they reply "oh, sorry, meant to send that text to someone else". then he does answer that he did not call in spanish like I had begged, but that he had an interpreter standing by for once he got him on the phone.   Couldn't come at a worse time... right now with all the covid19 panic. Really wrestling with spending $500 to fix damage that was completely the other guys fault, and possibly could have been avoided/covered if progressive had really tried.  

So then, a few days ago, I noticed a windshield crack (it's az) and figured - no big woop. has happened before and geico just took care of it - should be the same with progressive. Called them - my policy does cover it, but they say I have to meet my deductible first. job costs $450. Deductible is $500.   I post this here being fully embarrassed at telling my own dirty laundry online. Long story short - really was not worth it to save $15 a month.