When It Comes to Service, Auto Insurance Consumer Prefer Their Local Agent
But Many Would Also Use the Internet for Routine Transactions
MAYFIELD VILLAGE, Ohio — January 23, 2003 — Although technology is re-shaping the way we conduct business, consumers still overwhelmingly seek the personalized service and counsel of their local insurance agent for important coverage questions and complicated policy service tasks. However, the availability of a secure, online self-service Web site could prompt more consumers than many agents may realize to take routine policy transactions into their own hands. These are the findings of a recent survey by Progressive (NYSE: PGR), the largest writer of auto insurance through independent agents in the United States.
The expanded auto claims training centers, located in Cleveland and Tampa, Fla., can now train over 7,500 claims reps each year, up from 3,000 previously. The company also operates an auto claims training center in Tempe, Ariz.
The industry's first-ever motorcycle, ATV, RV, boat and personal watercraft claims training center, also located in Tempe, accommodates 2,000 claims reps a year and becomes the company's fourth claims training center. Previously, this type of training was conducted in the company's auto claims training centers.
The need to train more representatives is driven by the company's growth and its commitment to provide fast, fair and accurate claims service to customers throughout the country.
"We believe our claims training to be the most comprehensive in the industry," said Brian Passell, claims process leader, Progressive. "And it has to be. You buy auto insurance so the company will be there if you have an accident-we take that responsibility seriously and work hard to provide a service that is faster and better-and we provide it in person 24 hours a day, 7 days a week."
Progressive's hands-on training uses all types of vehicles that have been damaged in accidents, severe weather or fire so representatives can learn how to write repair estimates and repair the vehicles themselves so they know what it takes. Computer-based, classroom and field training allow students to master all types of claims using cutting-edge technology. New claim representatives attend several classes ranging in length from two days to two weeks; existing reps return for classes periodically throughout their Progressive careers.
There are more than 22,000 Progressive employees countrywide; about half of them, located in more than 350 offices in 50 states, handle claims on behalf of customers.
The Progressive group of insurance companies, in business since 1937, ranks fourth in the nation for auto insurance, is the largest writer of motorcycle insurance in the US and also provides RV, ATV, boat and personal watercraft insurance. The companies offer insurance by phone at 1-800-PROGRESSIVE, online at progressive.com and through more than 30,000 independent insurance agencies. The Progressive Corporation, the holding company, has headquarters in Mayfield Village, Ohio. More information can be found at progressive.com.
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