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Letter to the Editor

Progressive Survey Shows Auto Insurance Consumers Want Responsive Service and Expert Counsel

MAYFIELD VILLAGE, Ohio -- Consumers continue to expect an extremely high level of service from their insurance agent, according to a survey by Progressive Insurance, the country's fourth-largest auto insurer and largest auto insurer through independent agents.

Progressive surveyed 900 auto insurance consumers across the country who purchased their policy from a local agent. Nearly all of them -- 99 percent to be exact -- said that they want their insurance agent to be responsive and available whenever needed. This overwhelming expectation for service was reflected throughout the survey results, which revealed that consumers want local availability, expert counsel and advice, the ability to handle all their insurance needs, and online access to their policy -- all from their agent.

Consumers said that having someone in their community is important to them: 92 percent of respondents said they want their agent to have a local office where they can go for sales and service. And they're drawn to a particular agent through a combination of referrals and advertising. Fifty- nine (59) percent said a family member, friend, or co-worker recommended them to their current agent, while 27 percent said they found their current agent through advertising in the local Yellow Pages, an office sign, or other advertisement.

Consumers also expect their agent to provide unbeatable service and advice. Ninety-five (95) percent of the respondents said it was important for their agent to offer expert counsel. Ninety-two (92) percent said that it is important for their agent to handle all of their insurance needs, despite the fact that only 38 percent said representing more than one company was important.

Consumers' high expectations for service extend beyond what an agent typically provides in the office. Seventy-five (75) percent of respondents said it is important for their agent to call regularly to review insurance needs, while 45 percent said that they want their agent to offer policy access via the Internet.

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