ORLANDO, FLORIDA -- I would not normally advertise for a company, but I have recently had a really amazing customer service experience. I have a lot to say about my recent experience with my car insurance company, Progressive. I LOVE PROGRESSIVE. After my car wreck last Thursday I was in a lot of pain and very stressed about what would happen to my car, my health, the impact it would have on my daily life, bills, medical costs etc., etc...
Thank you to Progressive my life is so much more pleasant and less stressful at this point. I called to make a claim the next day with their claims department. I was not on hold very long and did not have to talk to 20 million computer voices while pressing buttons before I could speak to a person.
The gentleman was very courteous and went above and beyond in his empathy and consideration. He expressed concern for my well being and the outcome of the accident. Sure this is his job, but phone service representatives usually just do what is required of them with very little positive effect in their voice or attitude. He asked what had happened and the whole time, had a very sincere concerned tone "Oh wow, that is awful... You are so lucky it wasn't worse... Thank goodness you are OK, etc..." Regardless of his actual concern he was very calming and helpful.
He provided any contact numbers I may need and explained the full process of taking care of my claim. He located the nearest body shop for me and called them with me on the line to make the earliest appointment at my convenience. He constantly made sure everything was clear, simple, and without any problems. He provided me with a number to call him directly if I should have any issues. It continued to be an easy and smooth process...
When I arrived at the body shop the progressive representative promptly called the rental service then proceeded to go over the damages of the car with me while taking clear photos and checking every little detail. They listened carefully and also seemed concerned.
The representative from Hertz arrived very quickly and drove me to the rental location. They were also friendly and clearly explained every part of the rental and what part Progressive covered as well as what my options were with gas, daily insurance etc... Daily insurance for the rentals was usually $25.00 to cover any damage that may occur to the vehicle while in your possession. However, because I was there through Progressive, it only cost me $12.99 daily.
This meant that no matter what happened to the vehicle, from a small scratch to it being totaled, I was only responsible for that $12.99 and not held liable. Progressive would also call and extend the rental for me if necessary, so I simply get the keys to a car equivalent to my own or more and drive it for as long as I need. I ended up with an 08 Ford Fusion with dashboard controls on the steering wheel, a navigation system, Sirius satellite radio, and an in dash 6cd player :) and get to drive it for the length of my repair at no cost to me except gas and the optional daily insurance.
And there is more... Saturday another representative from Progressive called me. This time an equally kind and considerate woman. She was the one to handle my injuries and personal health coverage. She explained that Progressive will cover 80% of all costs including my x-rays, ambulance ride, ER fees, Cat Scan, and even prescriptions. They would file all the paperwork with the hospital then send paperwork to my health insurance company for the remaining balance. All I had to do was send them copies of my prescription receipts.
She expressed concern and told me not to "over-do-it" at work and to call her if I needed help with anything. She also told me she would call me in a few days to see how I was feeling. Even better, Progressive is reimbursing me for the days I missed at work due to the accident, all I had to do was sent copies of my last two paychecks. They even phoned my manager at work for me.
This is not my first positive experience with Progressive. Last time I just needed some body work after a car battery was left on the road and destroyed my front fender... They had the same great service with a rental... But this time with the medical issues, they just knocked my socks off with amazing customer service.
In short... If it is in your budget to switch car insurance companies, I strongly suggest looking into rates for Progressive. They are one of the less expensive companies and they also have included pet insurance for your pets traveling with you along with motorcycle, RV, Boat, and other types of insurance. Their kindness and amazing guest service has won me over. It may be their job, but they do it well and I feel safer and more can at ease because of it. So anyway, if you want to be worry free in a situation that be devastating, Progressive can help!
ILLINOIS -- I picked up Progressive for our boat. I hit something submerged in the water and it broke our transom assembly. Called right away to file a claim and they denied our claim. Said it was fatigue. Our boat is a freshwater boat and it doesn't sit in the water to get fatigued. When you hit something in the water new or not it's gonna break. 1800 a year for their terrible insurance. Stay away. You're better off without insurance at all if they are gonna deny every claim someone makes.
MAYFIELD, OHIO -- I was refinancing my Home and was told my insurance was high. I looked around for quotes, and because of the Auto Insurance was with Progressive my wife wanted to use their Bundle. Info was exchanged over the phone and I was given a policy that cancelled my existing policy. Within the month I received a letter that they had sent out an inspector who looked at the outside of the house, and based on his inspection they cancelled my insurance.
There was a 12' Lilac bush that touched my gutter, and a screw that was holding a piece of siding in place (That was there when I moved in 7 yrs ago, because I didn't put it there, and it passed the sales inspection, and three appraisals). Basically, they did not want my business, but the agent on the phone had no problem canceling my current policy. DO NOT USE PROGRESSIVE BUNDLE PRODUCT.
WEST PALM BEACH, FLORIDA -- Car went in for minor front end repair from an accident; 2009 VW Jetta Wolfsburg. Came back with hood and lights all wrong. Hood seemed too long/hooded over the headlights. It appears they used non-oem, perhaps used/refurb parts. Doesn't look right. Worse, the shop they chose apparently can't properly recode a car after taking battery out either. Stereo doesn't work now, which was working when I dropped it off, but of course the stereo now not working as soon as I pick it up is all just a big coincidence. What a crock.
Please, whatever you do, do NOT take your vehicle here for any type of repair. They not only send it off to a repair shop that does a poor job, but also do not care and do not stand behind their work. My wife noticed the front end looked goofy as soon as she saw it... You're telling me their "professionals" (I use the term loosely) didn't notice what my accountant wife picked up on right away?! It's not even her car... I'll update once we get the assessment from a real shop. Plan to also send that report along with our paperwork to the Attorney General in FL. People have to be complaining about this other than just us...
The shop they sent it to isn't even registered with the BBB!!! This is what we get from an insurance company we have been with for almost 10 years and never had a claim?! STAY AWAY FROM PROGRESSIVE SERVICE CENTERS - THEY PURPOSEFULLY TELL SHOPS TO USE NON-OEM/USED/REFURB PARTS AND COULDN'T CARE LESS WHAT HAPPENS TO YOUR CAR. THEY WILL ALSO STILL CHARGE YOU AS IF THE SHOP DID A TOP QUALITY REPAIR!
The guys working there are NOT repair/automotive trained personnel. They are there to do the paperwork and get the cheapest local shop to do the minimum repairs on your car while still charging you as if they are from a real dealership or autobody shop. We made this mistake by not researching it before we agreed to them "handle" our repair for us because it would be "so convenient".
We were 2+ weeks without a car, got it returned with a goofy looking front end full of crap parts and our premium stereo no longer functioning. THANK YOU PROGRESSIVE FOR SERVICE BEFITTING A LONG TIME CUSTOMER! I'D RATHER PAY MORE SOMEWHERE ELSE THAN GIVE THEM ANOTHER $1.
TAMPA, FLORIDA -- I had Progressive Insurance for 6 years. I was a loyal customer and never had a claim or late payment. I bought a truck and traded in my Jeep for it. That's when the wheels fell off the Progressive wagon. Evidently (although I was never told this), my insurance switched from being due every 6 months to a month by month plan. I had recently moved so the first indicator I got was a notice of cancellation.
I called to get paid up and find out what the problem was. The agent told me I owed 108 dollars. I said, fine, let's pay it and get back on track, figuring they'd send me a 6-month bill. Wrong! I got another notice of cancellation two months later. I called again and paid what was due and pleaded with the agent to let me pay for the next 6 months. I was told I couldn't because my policy was in cancellation status.
This happened twice, and I finally resolved to find another company. I asked the last agent I spoke with on the 8th of January how long my 108 dollars would carry me and they said it would carry me through the 28th. On the 25th, I switched Insurance companies to State Farm and figured I'd get a refund for the 3 days I didn't use. Wrong again! I got a bill for around 30 dollars! This he explained was some bizarre algorithm (which took him 10 minutes of hold time) to come up within which he pro-rated my 6-month policy (you remember, the one they wouldn't let me pay up in full each time?).
So the supervisor was called in on the call and he told me he was sorry that the agents gave me misinformation but he couldn't write it off or he would be breaking the law. I asked him if he could listen to the other phone calls I'd made (they're recorded). He told me it wouldn't matter. So I asked him how much it would cost me to get away from Progressive. 30 dollars I was informed. By now this was beginning to look like a real bargain.
I decided that 30 dollars is okay because I work in public safety and I can't count the number of times people ask me about vehicle insurance. I will be only too happy to share my story and (hopefully) point them to another company in the future and hopefully lose them far more than they've cost me. If you like the shell game, You're going to Love Progressive! Good Luck!
On a beautiful clear day, my Grand Cherokee Limited was struck in the rear by a driver insured by Progressive. The police came and issued a ticket to the Progressive driver for traveling too close. Not for "texting while driving" which is a crime in this state. But the Progressive driver admitted liability and fault with no attempt to lessen responsibility. Their car was totally destroyed.
Then came the Progressive trickster. They offered me a "settlement" that was lower than the cost to repair my vehicle. I found that the Kelly Blue book placed the value of my Grand Cherokee at 7800.00. I was told that if the value of the repairs were greater then the value of the vehicle, then the vehicle would be declared a total loss. From a highly rated repair shop, I got an estimate of 7200.00. LESS THAN the value Blue Book Value of my Jeep. There should have been no problem.
The Progressive Trickster said that Progressive does not use the Blue Book, they use NADA, which had the value of a similar vehicle at 5725.00. The problem was that the price quoted was for a different engine and different body style.
I obtained a Market Valuation Report for my Jeep, which is a lengthy for very fair market appraisal for a vehicle. It showed the value to be at 7300.00. Again lower than the repair costs. I was then told that if the repairs exceed 70% of the value of the vehicle, then the vehicle will be declared a total lost. BUT... The Progressive Appraiser gave me a repair quote of $5000.00. The Progressive Trickster said that Progressive had to take the HIGHEST repair estimate, which means they IGNORE their own appraisers.
After too much time being spent as a victim of a Progressive Policy Holder, I took the issue to my own insurance company. They will issue me a check that is very close to the repair cost and go after the money from the driver of the Progressive client. In my own opinion, Progressive Insurance used any tricks, deceptions, misleading statements or half truths to keep from paying a legitimate claim. I wonder how badly Progressive treated their own policy holder.
My advice is the same as others I have seen, if you are hit by someone who is UNFORTUNATE enough to be paying Progressive for insurance, go to your own company first. They should go to bat for you and help make things right. My state has a new law that is the culmination of years of insurance company abuse against its policy holders by unreasonably denying of delaying the payment of valid claims. The law requires insurance companies to pay DOUBLE damages if they don't pay what they own when they owe it.
4 years ago when I first bought Progressive, I chose the company because they gave off an honest impression. I knew that my rates would be high at first especially since I already had a fender bender on my record. As 2 and 3 years passed by without any decrease in my payments, I remained patient thinking it was because of the accident I had before joining them and eventually they would respect me as a valuable customer who always made his payments.
After this infraction expired from my record I naturally assumed I would see a well deserved decrease in my premium when it renewed. I did not however and that prompted a customer service call to find out why. The lady I spoke with was very nice and professional, (kudos to her) she figured out a way to cut my premium by eliminating some excessive coverage. She took me down to the minimum legal coverage amount of liability and my premium was lowered over $150. I was very happy after and progressive was at the top of my list.
3 months later my policy was renewed. I was shocked to find my premium cost had gone right back up to $700, worse so because my coverage remained at the lowest amount. I was paying the same amount 6 months before for higher coverage options. This of course prompted another call.
I had to seriously probe the reason for the bill hike up from the guy I talked to. He eventually spilled the beans. He told me it was probably increased again because I had bad credit. He was right, later in the year when I checked my credit report the few companies that searched for my report included Progressive. This company completely generalizes you. Their statistics tell them that people with bad credit are bad drivers.
In all honesty even though I have bad credit I am a good driver. I had one fender bender in 2005 and have never got a speeding ticket. I can barely help the fact that I have to pay my rent and bills and don't make enough to pay off my debt. This has recently changed and for 6 months I have been working 2 jobs all day and night to barely get ahead. I am slowly repairing my credit now. This to me though is incredibly shady and bad business practice. I only have a couple months left to pay these corporate jerks and I'm doing my research to find another institution that is in no way related to Progressive.
Have you seen their new lame commercials. One of them even says "do you own a house? discount" bla bla bla.
I am hoping the bad karma of this policy will float their way soon and they lose all the poor people paying extra for the wealthy people to get discounts. This is very backwards.
DES MOINES, IOWA -- On September 23, 2008 I was involved in an accident with a motorcycle where the driver hit the passenger side of my vehicle with his mirror while trying to merge into my lane due to lane closure ahead of us; causing $1000 of damage. The other driver asked me to take it to where his mother was a manager of a body repair shop which I did, she asked that I give her son a day to call his insurance, PROGRESSIVE because of the cost of repairs. I waited 2 days and the other driver never called Progressive.
The adjuster did estimate the damage two days later and said he needed to complete his investigation, calls me that afternoon and finds fault 60%/40%. At this point I am shocked, 40% at fault because I didn't see him hit me? I decide to let my insurance co, USAA handle the claim. In the state of Iowa you can NOT sue if you have coverage. I am really upset and explain this to my adjuster. To date the other driver has refused to contact my insurance company and give a statement and the Progressive adjuster has refused to give my insurance company a copy of the other driver's statement.
USAA contacted Progressive to let them know they are taking the case to arbitration. The Progressive claim adjuster call me two days ago to let me know he has sat on the arbitration board and I'm going to lose and is offering 80%/20% FAULT. He says you were speeding up, not exactly true: I was accelerating from a stop at a traffic light and not even 1/10 of a mile the other driver hits me.
The adjuster says he's looking out for my best interest. My insurance company is going to lose so explain why Progressive would offer more money. That doesn't sound like Progressive at all. I stayed calm and told the adjuster I would need to speak to my husband and immediately contacted my insurance company. Progressive looks out ONLY for what is BEST for PROGRESSIVE. AVOID, AVOID, AVOID AT ANY COST!!!
HARRISBURG -- Where to start. I was hit by someone who ran a stop sign and also not doing the speed limit and trying to keep his dog from falling off the front seat. Needless to say I was quite jarred. I received whiplash and terrible bouts of dizziness for about 3 weeks. I had to go through PT and lost a lot of hours through work. I couldn't lie let alone move too fast and I am a CNA. Of course there was someone at my house 4 days after the accident to "settle". NO WAY. Sorry I forgot to mention, we both have Progressive Ins. I was convinced to take my van (a Windstar that was hit by a full sized Cadillac in the front driver's side fender) to one of their shops. MISTAKE.
The repairs were done in a week. My van came out completely crooked. I pointed it out to shop. I was spoken to like a "stupid" woman (whose father was a body man and a mechanic all of my life). Needless to say there was a fight. Eventually it was fixed by a good shop but they could only do as much as the company would "allow". We still have mismatched paint and they wouldn't fix a tie rod damaged on that side, stating wear and tear. We finally settled on a small settlement of $2500.
The accident was the end of September 2007 and then in December we discover we mysteriously have a cracked transmission which had started making noise in October (we just wasn't sure what it was and it didn't occur all the time). We again started dealing with the insurance co. The Ford dealership with certified Ford mechanics could not determine definite cause but were sure that it could possibly have a connection to the accident.
After fighting with them for 2 weeks, no go. I offered to go half's with them, no go. So now we are stuck with a $3000 bill. We went through many arrogant managers and when I asked for a # for a headquarters, I was repeatedly hung up on. As you know when you call they want your claim number. When they would get that they would also hang up on me. So I am still fighting. I sure to no avail.
My family has been good paying customers of Progressives for a number of years now. While their customer service is friendly enough and answer the phone promptly when needed they do nothing for you in a time of need. Friendly only goes so far.
Let me explain... One of our cars was unfortunately hit and totaled by a completely uninsured motorist. (Yes uninsured amazingly enough in this day and age.) Thankfully no one was hurt physically but the emotional toll has been big. We lost our main car, spend days taking cabs for now and getting rides from others. Why? Progressive has not even paid us for the towing fees when the car was hit. We got ZERO - just a nice man saying that our only option is we need to go to court to try to collect money for damages - that is the only way since there is no company to sue.
So basically what I am saying is we paid thousands upon thousands of dollars to this company for years and we don't get a dime out of this. Forget that UNDERINSURED motorist part written into the policy-I inquired about that. That is only if someone is actually insured in an accident. What we came out with was a letter from Progressive to bring to a court stating they would have paid us book value for our car if the other man had been insured.
So ladies and gentlemen, please be aware that this could happen - you pay premiums you get nothing in your time of need. Hopefully we win this case as the other person was clearly at fault but I've been told by others it may be hard to actually COLLECT the money. Thank you for giving us a chance to vent here. It's not been easy having to unexpectedly shop for a car now with ZERO down payment. Progressive is okay but beware if you have to file a claim.