More than 25,000 car crashes happen each year in Oklahoma City. If you’ve ever had a crash, you know that if you’re lucky enough to emerge from the vehicle uninjured, your troubles are far from over. An accident takes only seconds to occur, but overseeing the entire claims repair process can take days of a driver’s time making phone calls and driving to and from appointments.
With the opening of the Oklahoma City Service Center, The Progressive Group of Insurance Companies (Progressive)(NYSE:PGR), the third largest auto insurance group in the country and fifth largest in Oklahoma, is offering drivers the choice of using a re-engineered accident claims repair process that takes only minutes – not days – of their time.
Traditionally, drivers are expected to manage the entire claims/repair process after an accident, including reporting the claim to the insurance company, arranging for a rental car, getting estimates on the repair work, checking with the shop to see when the work will be done, inspecting the repairs and picking up the car, and finally, returning the rental car. With the new “concierge” level of claims service, the driver simply drops off the damaged car at one of Progressive’s 25 Service Centers in the U.S. and, in about 15 minutes, can leave the center in a rental car assured that a claims representative will handle the repair process from beginning to end. This is the first Service Center in the Oklahoma City area.
Progressive is the first group of insurance companies to take responsibility for the entire claims repair process, even if you’re not insured with them – the time-saving service is also available to drivers who are involved in a claim with a Progressive customer.
On January 10, 2006, Progressive demonstrated how its innovative, one-stop claims service works – complete with a live car crash – at its new Oklahoma City Service Center at 601 S.E. 89th Street. Following an accident:
— The customer calls Progressive to report a claim any time of the day or night and brings the vehicle to the specially designed Service Center.
— In about 15 minutes, the customer can be on their way in a rental car, if desired, with assurance that Progressive will keep them informed of the status of their claim throughout the repair process.
— A Progressive claims representative prepares a repair estimate and contacts an auto body shop that has met strict quality requirements. Both Progressive and the shop reach agreement on the cost of the repairs; the shop then transports the vehicle back to the facility and the repair process 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 to schedule a pickup appointment. Both the customer and Progressive inspect the repairs together and the customer drives off with a written document stating that the repair facility and Progressive guarantee the repairs for as long as the customer owns the vehicle.
“Time is money, and anyone involved in an accident will tell you that they don’t have time to deal with it,” said Jason Mathies, Oklahoma City Service Center manager, Progressive. “So, we say, ‘let us deal with it for you.’ You should see the smiles that break out on people’s faces.”
The objective, according to Progressive President and CEO Glenn Renwick, is to create a more efficient and positive experience for everyone involved in a claim – customers, repair facilities and Progressive.
Renwick said: “This service respects our customers’ time and delivers a quality repair that’s guaranteed. The concept works; we’re delighted to bring it to Oklahoma City and we plan to open 50 more Service Centers over the next few years, bringing this level of service to markets where Progressive has a large concentration of customers.”
If you’re a Progressive customer, or if you’re involved in a claim with someone who is, you have the option of selecting the convenience of one of Progressive’s Service Centers. The service is currently available at 25 sites across the country.
Progressive employs more than 140 people working in six Oklahoma claims offices and nine people in the new Oklahoma City Service Center. 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 Drive(R) Group of Progressive Insurance Companies offers insurance through more than 30,000 independent insurance agencies that market their products and services through the Drive Insurance from Progressive brand. For more information, go to driveinsurance.com. 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 progressivedirect.com through the Progressive Direct(SM) 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 progressive.com.
Jason Mathies, Oklahoma City Service Center manager, is available for interview.