Country’s Third Largest Auto Insurance Group, Progressive, Releases Local Accident Data to Mark Opening of New Service Center That Reduces Drivers’ Time Managing Vehicle Repairs From About Four Days to About 15 Minutes
On average, more than 65,000 car crashes happen in the Kansas City metropolitan area each year — that’s about 170 a day. Since drivers report spending at least four days managing the process of filing a claim and getting their vehicles repaired after an accident, these crashes result in thousands of wasted hours for local drivers every day. The Progressive Group of Insurance Companies, the third largest auto insurance group in Missouri and fifth largest in Kansas, today released local accident data in conjunction with the opening of its first Service Center in the Kansas City area offering a “concierge” level of claims service to drivers involved in crashes, reducing the time they spend on the claims/repair process from about four days to about 15 minutes. With the new service, Progressive claims representatives take care of all aspects of the process so that drivers don’t have to.
Progressive claims data shows its Kansas City area drivers are about the same as its average driver countrywide when it comes to the likelihood of being involved in a car accident (Kansas City drivers are 1 percent more likely that its average U.S. driver).
But, while generally speaking the more populated an area the greater the likelihood of being involved in a crash, Kansas City bucks the trend; Progressive’s drivers here are more likely to crash than its drivers in the four next-largest U.S. metropolitan areas. Kansas City drivers are 4 percent more likely to crash than Portland, Oregon drivers; 1 percent more likely than Cincinnati drivers; 7 percent more likely than Cleveland drivers; and 10 percent more likely than Denver drivers.
Progressive’s statewide data shows its Kansas drivers are 15 percent less likely to crash than the national average while its Missouri drivers are 3 percent more likely. And in comparison to St. Louis, Kansas City fares better: Drivers here are 6 percent less likely to crash than drivers in St. Louis.
So what does this mean to you?
In greater Kansas City, nearly half (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 wasted and inconvenience caused are 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, Kansas City drivers collectively lose more than 1,000 days of time spent — that’s more than two 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 the newly opened Kansas City Service Center 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 just for 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 Kansas City drivers who then have to spend days managing vehicle repairs themselves,” said Shane Ocander, Kansas City 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 opening of the new Service Center at 1930 S. 45th St. marks the 33rd Progressive Service Center in the U.S. and the first in the Kansas City area.
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 Ocander. “It shortens the amount of time customers have to spend dealing with claims from at least four days 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 his or her way in
a rental car with assurance that Progressive will keep him or
her informed of the status of the 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 complete 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.
Shane Ocander, Kansas City Service Center manager, is available for interview.
Editor’s note: Customer testimonials available upon request.