I have had an excellent experience with Progressive Auto Insurance Claims service. I live in Ann Arbor, and the claims representative was probably from the Detroit area.
My car was hit by someone in the parking lot, who left a note with their details. Their insurance was Progressive (mine is AAA), and I had to follow up the claim with Progressive (I asked my insurance agent at AAA what to do, and he said it will be handled by Progressive themselves).
I called the 1800 number of Progressive, and was assigned a claim number etc. the representative followed up with me by email, and advised me on how to go about the process. He asked me to leave my car at Livonia, where the adjuster would come have a look at it and also would set me up with a free rental car while my car was being fixed (you are entitled to a free rental when it is not your fault).
However, I was a little skeptical about this, and did not want to drive all the way to Livonia, so I spoke to a local collision shop I trusted. Since my car is a European car, I would not trust it to any random shop in Livonia, who I knew nothing about.
So I told Progressive that I will be leaving my car at the collision place of MY choice, and they can have their claims adjuster drive down there and have a look at it (be sure to get the repairs done at a place YOU want not at a place THEY want... they are obliged to comply). They agreed to this. As soon as I dropped off my car, there was a rental car ready for me from Enterprise (arranged by Progressive), who came and picked me up from the collision place.
The claims adjuster subsequently evaluated the claim, and I was able to get my car fixed within a week without any hassles. The estimate for the damage was $700, it was just a slight nick, hardly noticeable on my rear fender, but since the whole panel would have to be clear-coated etc, the labor charges itself were high. My rental covered the whole period, for which I did not have to pay anything extra, not even insurance, since my AAA insurance would follow me on the rental car too.
In all, the claims process (at least for me) was really smooth, no waiting on hold at the 1800 number, no harassment from the claims rep, nothing.
Thanks a lot Progressive, and keep up the good work!