After being a loyal (and accident free) customer for five years... I was rear ended. The other driver was at fault. All was fine at first. They processed my claim to get repairs quickly, and I paid my deductible. When it came time to get my deductible reimbursment from the other drivers insurance it went down hill. First they neglected to request my accident report from the police. Three times! After 2 months and countless phone calls I had to go to the station and get it (and pay for it) myself. Once they had that I continued to get the run around about whether or not they had contacted the other company and filed a claim. Finally, I found out my original agent had been let go. The new one had no idea I was even waiting for a claim. Nearly a year later, I physically went to the office. No agent would speak to me. I was told everyone was at lunch (the entire office?). I was advised by a receptionist who tried to dig up my file for me that I should contact the other company myself because they were "unable to process my claim". I took their advice. The same day I contacted the other company. Within 2 days I had begun my claim process and dropped Progressive. For the other company. At a cheaper premium. With better coverage. And an agent who does business face to face.