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Letter to the Editor

Progressive Marks One Year Anniversary of Concierge Direct Repair Program with Opening of 20th Claims Center in Miami

In April of 2003, after more than three years of market research and testing, Progressive became the first auto insurance company to take full responsibility for managing the entire vehicle repair process handling everything from selecting an auto body shop where the work is guaranteed to inspecting the repairs and keeping the customer informed of the progress.

The customer calls 1-800-PROGRESSIVE to report a claim and brings his/her vehicle to the specially designed claims facility. A Progressive claims representative prepares a repair estimate, makes arrangements to have the vehicle transported to an auto body shop that has met strict quality requirements and the repairs start. Once the estimate has been written, the customer is able to pick up a rental car and leave. Throughout the process, a Progressive representative keeps the customer informed of the repair status. When the work is finished, the vehicle is transported back to the Progressive facility where a claims representative and an auto body shop representative inspect the quality of repairs. Then the customer is called and asked to return to the center. The customer and a claims representative inspect the vehicle together and the customer drives off knowing the auto body shop and Progressive guarantee the repairs for as long as the customer owns the vehicle.

"Our concierge-level of claims service is designed to make the claims process easy," said Juan Andrade, Gulf Region claims general manager, Progressive. "It's really quite simple--the customer drops the car off and picks it up. We take care of everything in between."

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. Its aim is to save time and add convenience for customers, and to provide a steady flow of work for participating body shops.

Currently the claims service is available at 20 sites in 18 cities across the country including Jacksonville, Orlando, and Tampa, Fla.; Columbus, Ohio; Atlanta; New Orleans; Tempe, Ariz.; Houston; Detroit; Indianapolis; and Richmond, Va.

Progressive plans to continue to introduce new facilities across the country. The complete list of 2004 locations has not been announced.

"We deal with car crashes every day. Our experience gives us the knowledge and access to resources that many of our customers don't have. The claims centers offer customers an easier way to get their car fixed after an accident," said Andrade.

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