Progressive Auto Insurance: Is Customer Satisfaction Guaranteed?

Progressive Insurance is one of the largest auto insurance companies in the US, serving over 20 million drivers. It offers a wide range of insurance products, including auto, homeowners, renters, life, pet, and health insurance. The company has a strong financial rating from AM Best and is known for its competitive rates and wide range of discounts.

However, Progressive's customer satisfaction ratings are mixed. While some customers praise the company for its easy-to-use website, reasonable prices, and helpful service agents, others have complained about unexpected rate increases, issues with claims handling, and deceptive practices. Progressive's ratings from J.D. Power and the National Association of Insurance Commissioners (NAIC) are slightly below the industry average.

Overall, Progressive can be a good choice for certain driver profiles, especially those with poor credit or a DUI on their record, as the company offers some of the best rates for these groups. The company also has a wide selection of coverage options and add-ons, making it a flexible choice for many drivers.

Customer service ratings

Progressive has a mixed bag of customer service ratings. While some customers are happy with the service, others have had negative experiences.

Customer Satisfaction

In a 2023 survey by NerdWallet, Progressive scored below average when compared with other insurers for overall customer satisfaction. Progressive's customer service was rated 3.5 out of 5 stars by its customers, with 41% saying they were completely satisfied with the ease of reaching customer service, and 47% saying they were completely satisfied with the service provided. However, Progressive was ranked last in the customer survey's subcategories for customer service, claims handling, and likelihood to be renewed.

Customer Complaints

Progressive had close to the expected number of complaints about auto insurance submitted to state regulators relative to its size, according to three years' worth of data from the National Association of Insurance Commissioners (NAIC). Progressive received a score of 1.41 from the NAIC, indicating a slightly higher customer complaint rate than the national median.

Customer Reviews

On its website, Progressive has an average rating of 4.34 out of 5 stars from over 53,000 reviews. Positive reviews mention helpful and understanding service agents, while negative reviews cite unprofessionalism and long claims processing times.

Progressive's insurance coverage

Progressive Insurance Coverage

Progressive is one of the largest auto insurance companies in the US, serving over 20 million drivers. It offers a wide range of insurance products, including auto, homeowners, renters, pet, life, commercial, classic car, and recreational vehicle insurance. Here are the key details about Progressive's insurance coverage:

Auto Insurance Coverage

Progressive offers a variety of auto insurance coverage options, including:

• Basic liability coverage: bodily injury liability, property damage liability, medical payments, and uninsured/underinsured motorist coverage.
• Comprehensive and collision coverage: covers damage to your vehicle from accidents, theft, or natural disasters.
• Roadside assistance: covers emergency services like towing, jump-starts, and flat tire changes.
• Rental car reimbursement: provides a rental car while your vehicle is being repaired.
• Custom parts and equipment protection: covers aftermarket accessories and customisations.
• Deductible savings bank: reduces your deductible for each claim-free period.
• Ride-share coverage: fills gaps in commercial policies for ride-share drivers.
• Accident forgiveness: Progressive offers small accident forgiveness and larger benefits through its loyalty program.
• Pet injury coverage: covers veterinary bills if your pet is injured in a covered accident.

Homeowners Insurance Coverage

Progressive offers homeowners insurance through third-party insurers. The coverage includes:

• Dwelling coverage: protects your home and attached structures.
• Other structures coverage: covers unattached structures like garages and sheds.
• Personal property coverage: insures your belongings.
• Loss of use coverage: provides temporary living expenses if you can't stay in your home due to a covered loss.
• Personal liability coverage: covers legal fees and damages if someone is injured or their property is damaged.
• Medical payments coverage: pays for others' medical bills if they are injured on your property.

Renters Insurance Coverage

Progressive's renters insurance, provided through affiliated and third-party companies, includes:

• Personal property coverage: protects your belongings from theft or damage.
• Loss of use coverage: helps with temporary living expenses if you need to relocate due to a covered loss.
• Personal liability coverage: covers legal and medical expenses if someone is injured or their property is damaged.

Life Insurance Coverage

Progressive offers term and permanent life insurance policies through eFinancial. These policies provide a death benefit to your loved ones in the event of your passing.

Other Insurance Coverage

In addition to the above, Progressive also offers a range of other insurance products, including:

• Classic car insurance: covers antique, classic, and exotic cars.
• Recreational vehicle insurance: insures RVs, trailers, motorcycles, golf carts, snowmobiles, boats, and more.
• Pet insurance: in partnership with Pets Best, Progressive offers customisable pet insurance for dogs and cats.
• Health insurance: Progressive connects you with personalised health insurance options through eHealth.
• Business insurance: Progressive provides commercial auto, property, and workers' compensation insurance, as well as cyber insurance.

Progressive's online tools

The Snapshot program, which rewards safe drivers, can be accessed through the mobile app. The app displays information about your driving behaviour and provides custom tips to improve your driving. Progressive also offers free bundled pet injury coverage.

Progressive's insurance pricing

The cost of car insurance is determined by a variety of factors, including your driving record and credit history. Progressive's rates are generally higher for younger drivers and decrease as you age. Additionally, rates are typically higher if you live in a highly populated area, as you are at a higher risk for car theft, vandalism, and harm to your vehicle.

Progressive offers a range of discounts that can lower your insurance premium. These include:

• Continuous insurance discount
• Good student discount for teens added to their parents' policy
• Discounts for bundling home and auto insurance or other types of insurance, such as motorcycle, boat, and RV insurance
• Discounts for paying in full, receiving and signing documents online, and enrolling in paperless billing
• Discounts for setting up automatic payments from a checking account

Progressive also offers accident forgiveness programs and rideshare coverage.

Progressive's customer satisfaction

Progressive is one of the largest auto insurance companies in the US, serving over 20 million drivers. It offers a wide range of insurance products, including auto, homeowners, renters, life, pet, and health insurance. The company also provides coverage for motorcycles, recreational vehicles, boats, and classic cars.

Customer Satisfaction

Progressive has received mixed reviews when it comes to customer satisfaction. While some customers praise the company for its competitive rates, helpful agents, and easy-to-use website, others have expressed dissatisfaction with unexpected rate increases, billing issues, and challenges with claims handling.

Positive Feedback

Progressive has an average rating of 4.34 out of 5 stars on its website, based on over 53,000 reviews. Many customers highlight the company's competitive rates, user-friendly website, and helpful customer service representatives. Some also appreciate the wide range of discounts offered by Progressive, which can help lower insurance premiums.

Negative Feedback

On the other hand, Progressive has received some negative reviews on consumer review websites. Common complaints include unexpected rate increases, billing issues, and difficulties in resolving claims. Some customers have also expressed frustration with the company's customer service, claiming that their concerns were not adequately addressed.

Industry Ratings

Progressive has received the following ratings from industry research firms:

• J.D. Power: Progressive scored below the industry average in J.D. Power's 2023 Insurance Claims Satisfaction Study, falling about 8 points short of the national average.
• NAIC: Progressive received a score of 1.97 from the National Association of Insurance Commissioners (NAIC), which is higher than the national average, indicating lower customer satisfaction with their claims process.
• AM Best: Progressive earned an A+ (Superior) financial strength rating from AM Best, reflecting its strong financial position and ability to pay claims.

Overall Assessment

While Progressive offers a wide range of insurance products and competitive rates, there is room for improvement when it comes to customer satisfaction. The company has received mixed reviews, with some customers praising its services while others express dissatisfaction with rate increases, billing issues, and claims handling. It is important for individuals to consider their own experiences and priorities when choosing an insurance provider.

Frequently asked questions