Progressive Expands Concierge Level of Claims Service — Unveils First Center in Cleveland Area to Meet National Rollout Standards
New Parma Site Manages Entire Claims/Repair Process, Providing Convenience for Customers or Anyone in the Area Who Has a Claim with Progressive
MAYFIELD VILLAGE, Ohio — May 6, 2005 —For those who have ever been involved in an auto accident and filed a claim, you know what it's like — some insurance companies ask you to get your own estimates from repair facilities, find your own rental car and inspect the work yourself. At best the process is time consuming and inconvenient. At worst it forces you into unfamiliar territory and leaves you feeling unsure. Not anymore ...
Today, just over two years after the start of the national rollout, The Progressive Group of Insurance Companies opens a new service center in Parma, Ohio — its 21 st countrywide and the first in the Cleveland area that meets the new design standards. The site provides consumers with a concierge level of service in which Progressive takes full responsibility for managing the entire vehicle repair process.
Here's how the process works:
- The customer calls Progressive to report their claim any time of the day or night and brings the vehicle to the specially designed service center.
- Within minutes, the customer can be on their way in a rental car with assurance that Progressive will keep them informed of the status of their claim throughout the repair process.
- A Progressive claims representative prepares a repair estimate and makes arrangements to have the vehicle transported to an auto body shop that has met strict quality requirements and the repair process begins.
- When the work is finished, the vehicle is transported back to the Progressive facility where a claims representative and an auto body shop representative inspect the quality of repairs.
- Once the shop and Progressive are satisfied with the repair, the customer is called and asked to return to the center. The customer and a claims representative inspect the repairs together and the customer drives off knowing the repair facility and Progressive guarantee the repairs for as long as the customer owns the vehicle.
"Our concierge level of claims service is designed to make the claims process easy," said Paul Handa, Parma service center manager, Progressive. "It's really quite simple — the customer drops the car off and picks it up when repairs are done. We take care of everything in between."
The objective, according to Progressive President and CEO Glenn Renwick, is to create a more efficient and positive experience for everyone involved in a claim—customers, repair facilities and Progressive.
"When we started testing this concept in 2000, we operated with the hypothesis that providing this level of service would be a 'win-win-win'—good for our customers, good for repair facilities and good for Progressive. Testing bears this out — all constituents benefit," said Renwick. "It respects our customers' time, provides for end-to-end accountability on the quality and timeliness of repairs and gives our claims representatives an environment where they can provide superior customer experiences. The concept works; we plan to open 50 more service centers over the next few years, bringing this level of service to markets where Progressive has a large concentration of customers."
Even if you're not insured with Progressive, if you're involved in a claim with someone who is, you have the option of selecting the convenience of one of Progressive's service centers. The service is currently available at 21 sites in 18 markets across the country including Cleveland (2) and Columbus, Ohio; Pittsburgh; Philadelphia; Jacksonville, Orlando, Miami and Tampa, Fla.; Washington D.C.; Atlanta (2); New Orleans; Tempe, Ariz.; Houston (2); Dallas; Detroit; Virginia Beach and Richmond, Va.; and Indianapolis.
As Progressive continues to introduce new service centers across the country, locations will be chosen in areas where its customers are concentrated to make the new standard of service available to as many as possible. The complete list of locations has not been announced.
In addition to the new service centers where Progressive offers the convenience of having a claim representative manage the entire vehicle repair process, the company operates more than 430 claims offices in all 50 states. Although the existing offices are not equipped to offer the concierge level of service, claim representatives there continue to personally handle each customer's claim from start to finish.
"We deal with car crashes every day. Our experience gives us the knowledge and access to resources that many of our customers don't have. The service centers offer customers an easier way to get their car fixed after an accident," said Handa.
The Progressive Group of Insurance Companies, in business since 1937, ranks third in the nation for auto insurance based on premiums written and provides drivers with competitive rates and 24/7, in-person and online service. The products and services of the Progressive Direct Group of Insurance Companies are marketed directly to consumers by phone at 1-800-PROGRESSIVE and online at progressivedirect.com through the Progressive DirectSM brand. The Drive Group of Progressive Insurance Companies offers insurance through more than 30,000 independent insurance agencies that market their products and services through the Drive Insurance from ProgressiveSM brand. For more information, go to driveinsurance.com. The Common Shares of the Progressive Corporation, the Mayfield Village, Ohio-based holding company, are publicly traded at NYSE:PGR. More information can be found at progressive.com.
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