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Letter to the Editor
Tuesday April 8
Progressive Announces National Roll-Out of One-Stop Claims Process Program
Auto insurer Progressive is rolling out its one-stop claims processing program on a national level, according to a company press release. "Concierge" is not mentioned by name in the release, but it appears to be, in fact, the program that has been tested in the Cleveland market, taking responsibility for the entire vehicle repair claims process.As part of its national rollout of this new standard of service, Progressive opened the first of a new breed of claims service centers in Columbus, Ohio, providing the one-stop convenience option for customers or anyone in the area who has a claim with Progressive. The company plans to open 19 more centers throughout the U.S. this year.
According to Progressive, when a customer calls the 24/7 line at 1-800-PROGRESSIVE to report a claim, he is directed to a new, conveniently located center. At the claims center, the customer drops off the car, picks up a rental vehicle and leaves. A Progressive claims representative prepares a repair estimate and selects a repair shop that has met strict quality requirements. (Editor's note: i.e. a DRP facility?) The vehicle is transported to the shop (Editor's note: The press release does not indicate whether the shop handles pick-up and delivery.) and the repairs start. The customer is kept informed about the status of the repair throughout the process. When the work is finished, the vehicle is transported back to the Progressive claims center. A Progressive claims representative and a shop representative inspect the quality of the repairs and the customer is notified. The customer and claims representative inspect the vehicle together and the customer drives off knowing the repairs are guaranteed by the shop and Progressive for as long as the customer owns the vehicle.
"This new standard of service is about respecting the customer's time by putting all the services they need under one roof," said Brian Passell, claims group president, Progressive. "Using this service makes getting a car fixed easier and more convenient."
The objective, according to Progressive CEO Glenn Renwick, is to create a more efficient and positive experience for everyone involved in a claim -- customers, auto body repair shops and Progressive. The service is aimed at saving time and adding convenience for customers, providing a steady flow of work for body shops and resulting in increased Progressive customer satisfaction.
Progressive began testing this new standard of claims service in February 2000 when it opened its first claims service center in Cleveland, Ohio. Since then it has opened six additional test centers in Virginia Beach, Va., Orlando, Fla., Philadelphia, Pa., New Orleans, La., Tempe, Ariz. and Pittsburgh, Pa.
At the end of 2002, the Company determined that the new level of service was more efficient and provided greater customer satisfaction and began planning the national rollout. In addition to the Columbus location, centers in Richmond, Va. and Atlanta, Ga. will open in April 2003. By year-end, Progressive plans to be providing this type of service from 27 claims service centers in total; 2004 plans have not yet been announced.
In the national rollout, the company will locate facilities closest to areas where its customers are concentrated to make the new standard of service available to as many as possible. In addition to the new claims service centers providing one-stop handling of vehicle repair claims, Progressive continues to operate more than 350 claims offices in all 50 states. Although the existing offices are not equipped to offer the one-stop service, company representatives there continue to personally handle each customer's claim from start to finish and, in most states, offer them the choice of having the vehicle repaired in a shop where the work is guaranteed.
"We have knowledge and access to resources that many of our customers don't have. Our intent is to use that experience to provide a superior level of service everywhere we do business," said Passell.
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