Progressive Doubles Auto Claims Training Capacity, Opens Industry's First Motorcycle, ATV, RV and Boat Claims Training Center
Growing Base of Customers Means More Representatives Are Needed To Deliver Company's 24-Hour, In-Person Claims Service
MAYFIELD VILLAGE, Ohio — January 22, 2003 — Progressive (NYSE: PGR) today announced the opening of two new expanded auto insurance claims training facilities and the industry's first center dedicated to training representatives to handle motorcycle, ATV, RV, boat and personal watercraft claims.
The survey of 656 consumers countrywide who purchased their auto insurance through a local agent was conducted in December 2002. Respondents were asked whether they prefer to go to their agent or to the company directly for various service-related transactions. Ninety-one (91) percent said they prefer to go to their agent to add/change vehicles or to ask questions about their policy or coverages. Another 86 percent said they prefer to deal with their agent for address changes and to get copies of their policy or ID cards.
But the survey revealed that for payment-related transactions, consumers are a little more likely to deal directly with the company. Almost half (48 percent) said they prefer to make payments directly to the company and approximately one-third (34 percent) said they go to the company directly to check on a payment.
The survey showed that consumers may also be getting more used to doing routine transactions online. Almost half said they'd be likely to change their address (45 percent) or check on a payment (44 percent) via a secure Web site. And, more than one-third said they would use an online site to get copies of their policy or ID cards (37 percent), or to add or change vehicles (34 percent). Less than one-third, however, would go online to make payments (29 percent) or ask questions about their policy or coverages (28 percent).
"These findings reinforce the value that local agents add to not only the insurance buying process, but also to service after the sale," said Bob Williams, Progressive's agent group president. "It also points out that a fair number of consumers are comfortable using the Internet to conduct some of the more routine transactions themselves. A customer self-service Web site, combined with agents' personal availability, allows agents to respond to consumers' desires to manage their policies in different ways."
Independent agents can give their Progressive customers online access to their policies via a secure Internet site ( personal.progressive.com ), personalized with the agency's name and phone number. According to Gomez TM , the leader in benchmarking online offerings, personal.progressive.com, which gives customers access to their policy information, is "top notch" in functionality and availability. Progressive agents can also use the company's secure, agent-dedicated Web site, ForAgentsOnly.com (FAO), to make endorsements, view customer claims information, view and print policy documents, and access agency management data.
The Progressive group of insurance companies, in business since 1937, comprises the nation's fourth largest auto insurance group. The more than 30,000 independent agencies that represent Progressive combine their own personalized service and counsel with Progressive's trusted brand, superior 24/7 service, innovative technology and competitive rates.
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