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Progressive

Reviewed

May 2013

by ConsumerSearch

Pros

Wide variety of plans, discounts
Thousands of local agents
May insure higher-risk drivers
Solid financial ratings

Cons

Mixed reviews for claims experiences
Some customers complain of sudden rate hikes

Our Analysis
Specs

Bottom line

Progressive has attempted to set itself apart with concierge-level claims service that aims to simplify customers' experience after an accident. However, as with most large auto insurers, reviews of the claims experience are uneven. On the plus side, Progressive has a wide variety of discounts and plans, and may be more likely to insure high-risk drivers. Some customers report sudden rate hikes, however.

Claims

Large network of repair shops. Progressive receives mixed marks for customer satisfaction with claims. In one large survey, the company gets average marks for interaction with representatives, appraisals, the rental-car experience and settlement. It receives poor reviews for the repair process. In another survey, customers who filed claims in the last three years were largely satisfied.

Progressive has its own repair shops as well as preferred-network shops where it will guarantee a high standard of work, but customers may also select their own. The company does not require the use of parts manufactured by the original vehicle manufacturer during repairs. Rental reimbursement coverage is available.

Policies

Low rates may not last. Customers report average satisfaction with Progressive's premiums. Though some reviewers say it's easy to receive a low rate, others say sudden hikes mean rates may not stay that way. Most customers are satisfied with customer service, and they can do business online, over the phone or with thousands of local agents. However, agents get below-average marks, as does the overall shopping experience.

Progressive gets above-average ratings for policy flexibility and a large number of available discounts, which include accident forgiveness and special rates for homeowners or multiple-policy holders. Customers may report claims 24 hours a day.

Our Sources

1. ConsumerReports.org

ConsumerReports.org editors rate 25 national and regional auto insurers. The ratings are reliable and unbiased, and are based on customer surveys that focus on satisfaction with speed of service, the claims process, estimates and premiums. Unlike other products, there are no in-depth reviews of the insurers with editorial comments.

Review: Car Insurance Ratings, Editors of ConsumerReports.org, Not dated

2. J.D. Power & Associates

Progressive receives 3 circles out of 5 for overall customer satisfaction in J.D. Power and Associates' rankings. The company receives 3 circles, an average rating, for first notice of loss, service interaction, the appraisal process, rental-car experience and settlement. It receives 2 circles, a below-average ranking, for the repair process.

Review: 2012 U.S. Auto Claims Satisfaction Study, Editors of J.D. Power and Associates, Oct. 29, 2012

3. J.D. Power & Associates

In regional rankings, Progressive receives 3 circles for overall satisfaction in California, the Northeast, the West, the north-central U.S. and the mid-Atlantic. It receives 2 circles, below-average marks, in the central U.S. and the Southeast. Ratings include categories for policy offerings, pricing, billing and payment, and contacting the insurer.

Review: 2012 U.S. Auto Insurance Study, Editors of J.D. Power and Associates, June 25, 2012

4. J.D. Power & Associates

Progressive receives 2 circles out of 5, or below-average marks, for overall purchase experience in J.D. Power and Associates' auto insurance shopping study. The company receives 3 circles, an average rating, for policy offerings, 3 for price and website and 2 for local agents and call-center representatives.

Review: 2013 U.S. Insurance Shopping Study, Editors of J.D. Power and Associates, April 29, 2013

5. Insure.com

Progressive receives 4 out of 5 stars overall in Insure.com's customer satisfaction ratings. It receives 4.5 stars for claims processing and customer service, and 3.5 for value. Seventy-seven percent of customers say they would recommend Progressive to a friend, while 81 percent say they will renew their policies.

Review: Best Insurance Companies: Customer Satisfaction Ratings for 2013, Editors of Insure.com, Not dated

6. Viewpoints.com

Progressive earns 72 out of 100 points based on nearly 490 reviews, receiving 3 out of 5 for customer service and available plans. Ratings include home and life insurance. Most reviewers praise the company for customer service and affordable rates; some report problems with claims and say their rates increased for no reason.

Review: Progressive Reviews, Contributors to Viewpoints.com, As of May 2013

7. Epinions.com

Progressive earns 2.5 out of 5 stars in more than 240 reviews. Several reviewers praise the company for good customer service, low rates and flexible plans. Some say they had problems getting claims paid or say their rate increased suddenly after being given a low quote or after a no-fault accident.

Review: Progressive Group - Auto, Contributors to Epinions.com, As of May 2013

8. TopTenReviews.com

Progressive is second in this ranking of 10 major car insurance companies, earning 9.6 out of 10 points overall. The company fares very well in scores for response and repair, as well as customer service and claims timeliness. It gets slightly lower ratings for policy flexibility and benefits and discounts.

Review: 2013 Best Car Insurance Reviews and Comparisons, Editors of TopTenReviews.com, Not dated

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