Top reasons why I will never switch from USAA to Progressive:
1. Clientele: while driving down the highway I was struck from the rear by an inebriated unemployed Progressive driver, who was already on probation for DUI. Its feels good to insure others who would be court-martialed if they behaved like this individual.
2. Clarity: when I call USAA I don’t have to be transferred from a National Office to a local office, and since I don’t need to be transferred I don’t get two different stories about the service they provide. When I call Progressive the national office tells me that they will go wherever I need, service and inspect the car wherever I like and generally accommodate me, but when I call the local office I am told I must go to their body shop during working hours have my car checked out. When I call the national office and ask to speak to someone higher up, they route me to another claims adjuster in the same department who also cannot help. No bureaucracy, that’s why I love USAA.
3. Availability: when I call USAA I am told we will be here all night to help you. My Progressive claims adjuster works only works four days per week.
4. Attitude: when I speak to USAA about my accident they can’t wait to genuinely show concern and look out for my welfare. When I can get a hold of anyone at Progressive I get terse responses and feigned concern. When I come to the Progressive office, the claims adjuster tells the secretary to take my paperwork and lets the secretary try to determine what is happening with my case because she is too busy to see me (though she seen doing a deliberate about face upon seeing me and calls the secretary twice to see if I have gone away yet). When she does come to see me she tells me “You just don’t know how the insurance business works.” Clearly, I don’t know how Progressive works, but I know how USAA does, I am treated with respect, concern and prompt service.
5. Responsibility: When I take the day off work to personally fetch police reports, contact sheriffs departments, rental car companies and bring needed documentation to the office, but am still told that Progressive does not have the documentation to repair my car and that I should contact my insurance company because they can work faster. USAA bends over backward to cover everything, pay out the claim and get my car into the shop though it was no fault of theirs; it consumes their time and resources and involves them unnecessarily.
6. Understanding and Timeliness: USAA understands when I tell them I am leaving at 5AM for predeployment certification training for two weeks and that I will not be able to contact them for two weeks. USAA apologizes for the service that Progressive has provided and stresses that they understand that it is not acceptable to leave my wife without transportation. The progressive claims adjustor tells me after an exterior examination of my car that it is not their fault that I am leaving, that the brake light on my dash must have been on before the accident and that my car should be drivable for my wife. Progressive also suggests that I should use my predeployment leave to fix the car.