The Progressive Corporation (NYSE:PGR):
Country’s Third Largest Auto Insurance Group, Progressive, Reveals Local Accident Data to Mark Opening of New Service Centers that Reduce Drivers’ Time Spent Managing Vehicle Repairs from About Four Days to About 15 Minutes
On average, more than 71,000 car crashes happen in the Dallas-Forth Worth area each year – that’s about 1,300 a week and more than 190 a day. The Progressive Group of Insurance Companies, the fourth largest auto insurance group in Texas, released local accident data today in conjunction with the introduction of a new, time-saving service in which Progressive claims representatives handle all aspects of the claims/repair process so drivers don’t have to. The service is only available at a Progressive Service Center; two recently opened in the Dallas-Forth Worth metropolitan area.
While it’s generally true that the more populated an area the greater the likelihood of being involved in a crash, this isn’t always the case. For example, Dallas-Fort Worth leads the state in population but Progressive drivers here are 9 percent and 7 percent less likely than its drivers in Houston and San Antonio, respectively, to be involved in an accident.
Progressive claims data also shows its Texas drivers overall are about the same as its average driver countrywide when it comes to the likelihood of being involved in a car accident. By comparison, drivers east of Texas have a higher chance while the opposite is true for drivers north and west of the state: Progressive’s drivers in Louisiana and Arkansas are 16 percent and 4 percent, respectively, more likely to be involved in a crash than its average U.S. driver while its Oklahoma and New Mexico drivers are 5 percent and 27 percent less likely.
So what does this mean for you?
In the Dallas-Fort Worth area, 44 percent of all crash claims handled by Progressive are considered minor in terms of repair costs since they cause less than $2,000 in damage per vehicle, but the time and inconvenience caused is anything but minor. Drivers who have been involved in accidents and had their cars repaired afterward estimate they spent at least four days arranging for alternate transportation, getting repair estimates, finding a shop, getting updates, inspecting the repairs, etc.
In a single day, Dallas drivers collectively lose about 1,100 days of time spent – that’s almost three years – managing the claims/repair process.
But now, thanks to Progressive’s new “concierge” level of claims service that oversees all elements of the vehicle repair on behalf of the driver, the time spent managing the claims/repair process has been reduced to about 15 minutes. A driver simply drops off the damaged vehicle at one of the Dallas-area Service Centers and can leave in a rental car assured that a claims representative will handle the process from beginning to end and that the repairs will be guaranteed. And the service is not limited to just Progressive customers – it’s also available to anyone involved in a claim with a Progressive customer.
“We’re sharing local crash data to highlight the fact that accidents do happen and when they do, no matter how minor, they cause major inconvenience for Dallas drivers who then have to spend days managing vehicle repairs themselves,” said Christopher Proctor, Mesquite Service Center manager, Progressive. “By using a service that handles all aspects of the claims/repair process ‘soup to nuts’ for them, people can save time and spend it the way they want to.”
The two newest Progressive Service Centers are located at 355 Grand Junction Blvd. in Mesquite and at 2890 Lake Ridge Drive in Lewisville, Texas. There are now five Service Centers in Texas – three in the Dallas area and two in Houston – and 32 countrywide.
The objective of the service is to create a more positive and efficient experience for everyone involved in a claim – customers, body shops and Progressive.
“The Service Center approach is simple and it works,” said Chuck Smack, Lewisville Service Center manager, Progressive. “It shortens the amount of time customers have to spend dealing with claims to about 15 minutes and can also reduce the time it takes to get their car back after an accident.”
How the Process Works
— The customer calls Progressive to report the claim any time of
the day or night and then schedules an appointment to bring
the vehicle to the specially designed Service Center.
— In about 15 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
— A Progressive claims representative prepares a repair estimate
and contacts an auto body shop based on its track record of
providing superior service and ability to begin work promptly.
Both Progressive and the shop reach agreement on the cost of
the repairs; the shop then transports the vehicle from the
Service Center to its facility and the repair work begins.
— When the work is finished, the vehicle is returned to the
Service Center where representatives from both Progressive and
the body shop inspect the quality of repairs.
— Once satisfied with the repair quality, Progressive calls the
customer and asks him or her to return to the Service Center
where, together with the claims representative, the customer
inspects the repairs.
— The customer then leaves with a written guarantee on the
repairs that both Progressive and the body shop stand behind
as long as the customer owns the vehicle.
All Service Center people handle claims for Progressive Direct(SM) and Drive(R) Insurance from Progressive customers and undergo specialized claims and customer satisfaction training at the company’s expanded claims training facility in Tampa, Fla.
Progressive employs more than 13,200 claims people in more than 460 offices countrywide. Although this concierge level of claims service is not yet available in all markets where Progressive operates claims offices, claims representatives there continue to personally handle each customer’s claim from start to finish.
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 www.progressivedirect.com through the Progressive Direct(SM) brand. The products and services of the Drive Group of Progressive Insurance Companies are offered by more than 30,000 independent insurance agencies and online at www.driveinsurance.com through the Drive(R) Insurance from Progressive brand. 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 www.progressive.com.
Christopher Procter and Chuck Smack are available for interview.
Editor’s note: Customer testimonials available upon request.