Jeffrey Wade
Progressive Insurance is one of the most popular insurance companies in the United States, offering a wide range of coverage options and available discounts. However, Progressive has received mixed reviews for its customer service and claims satisfaction, with some third-party organizations like JD Power giving it below-average ratings. JD Power is a well-known source of insurance company ratings, ranking companies based on customer satisfaction surveys. Their studies cover various aspects, including claims satisfaction, insurance shopping experience, and overall customer satisfaction. In 2024, Progressive ranked below average in every region in the US Auto Insurance Study. Progressive's score of 672 out of 1,000 in the 2024 Auto Claims Satisfaction Study placed it 20th nationally for customer satisfaction. While Progressive may offer competitive rates, its standing in customer service and claims handling is something potential customers should consider when choosing an insurance provider.
| Characteristics | Values |
|---|---|
| Customer satisfaction | Progressive ranked below average in every region in the 2024 J.D. Power U.S. Auto Insurance Study. |
| Customer satisfaction surveys | Progressive scored 672 out of 1,000 in the 2024 J.D. Power U.S. Auto Claims Satisfaction Study, placing it 20th nationally for customer satisfaction. |
| Customer service | Progressive falls short in customer service and claims handling, as reflected in its below-average rating on customer review sites like Trustpilot. |
| Claims satisfaction | Progressive was rated below average for claims satisfaction by JD Power. |
| Financial stability | Progressive has an A+ (Superior) AM Best rating for financial stability, meaning it is likely to meet its policyholders' obligations, like claims payouts. |
| Price | Progressive is cheaper, on average, for most drivers when compared to State Farm. |
| Online purchasing | Progressive allows customers to purchase a policy online, while State Farm relies more on in-person agent interactions. |
| Digital tools | Progressive ranked first out of 16 national insurers in the 2024 J.D. Power U.S. Insurance Digital Experience Study, with a score of 737 out of 1,000. |
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What You'll Learn
Progressive's customer service
Progressive is one of the most popular insurance companies in the United States, with a strong financial position and relatively few consumer complaints. However, Progressive's customer service and claims satisfaction have been identified as areas for improvement.
JD Power's 2024 US Auto Insurance Study, which evaluates overall customer satisfaction with insurers, ranked Progressive below average in every region. Progressive's score of 2.13 on the National Association of Insurance Commissioners (NAIC) Complaint Index, indicates that the company has received more complaints than expected relative to its market share. Progressive's NAIC score is higher than State Farm's, which was rated at 1.96.
Progressive's performance in JD Power's claims satisfaction studies has also been less than impressive. In the 2024 study, Progressive placed second to last out of 21 car insurance companies, with a score of 672/1,000. Similarly, in the 2025 Auto Insurance Study, Progressive and National General tied with a score of 672, which was below the average score of 697. Progressive's willingness to pay claims has been questioned, with the company rated below average for claims satisfaction by JD Power.
While Progressive falls short in some areas, it has been recognised for its digital tools. In JD Power's 2024 US Insurance Digital Experience Study, Progressive ranked first out of 16 national insurers in the service category, with a score of 737 out of 1,000. Progressive's online quote system and robust online tools, including a mobile app, have contributed to a positive digital experience for customers.
Overall, Progressive's customer service has received mixed reviews. While some studies and customer reviews indicate room for improvement, particularly in claims handling and satisfaction, Progressive has also been recognised for its digital capabilities and ease of purchasing insurance online.
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Progressive's financial stability
Progressive Insurance Company, commonly known as Progressive, was founded in 1937 to provide vehicle owners with security and protection by offering innovative car insurance. Progressive has an A.M. Best Credit Rating of “A+ or Superior”, indicating strong financial stability and the ability to meet ongoing insurance obligations. This rating is a positive indicator of Progressive's financial strength and stability. Additionally, Progressive has a BBB Rating of "A-", further demonstrating its financial reliability.
While Progressive does not have a Financial Stability Rating from Demotech Inc., the company's financial stability can be assessed through its financial performance and industry standing. Progressive is a well-established insurance provider, offering its services in all 50 states. The company provides personal and commercial automobile insurance, as well as specialty property-casualty insurance products and related services. Progressive's financial stability is reflected in its ability to maintain a strong market presence and consistently provide insurance coverage to a large customer base.
In addition to its strong financial foundation, Progressive also prioritizes customer satisfaction. According to J.D. Power's 2024 U.S. Auto Insurance Study, trust is a critical factor in influencing customer satisfaction and brand loyalty. While the study found that slightly more than half (51%) of customers have low trust in their auto insurer, Progressive's focus on building trust through transparency and communication can enhance its financial stability. Satisfied customers are more likely to renew their policies and maintain their relationship with the insurer, contributing to Progressive's long-term financial success.
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Progressive's Snapshot feature
Progressive is one of the most popular insurance companies in the United States, with a strong financial position and relatively few consumer complaints. However, Progressive falls short in customer service and claims satisfaction, as reflected in its below-average rating on customer review sites like Trustpilot and poor survey scores from third-party organizations like JD Power. Progressive's Snapshot feature has received negative reviews for its poor functionality, with complaints about it draining battery power and mistakenly faulting users' driving when they are passengers.
Progressive Snapshot is a free, usage-based insurance program that tracks your driving habits to offer personalized discounts. It allows users to choose between monitoring via an app or a plug-in device, with the option to limit monitoring to one policy period. The average discount for signing up is $94, and the average discount for driving is $231 per year. However, it's important to note that Progressive raises rates for about 20% of Snapshot drivers due to risky driving behaviours, and the program is not available in California.
The data tracked by Progressive Snapshot includes braking, acceleration, speed, cornering, miles driven, phone use while driving, and the time of day. While Progressive states that occasional hard braking won't impact your score, frequent hard braking will. Phone use is only considered when calculating the discount in certain states and if the mobile app is used; it is not a factor if the plug-in device is used.
Snapshot also includes Progressive Accident Response, which sends a notification if it detects an accident and offers to connect you to emergency services or provide roadside assistance. However, one limitation of Snapshot is that it may not always accurately distinguish between the driver and the passenger, and users must remember to edit this information after a trip is logged.
Overall, Progressive Snapshot can offer significant discounts for safe drivers, but there is a risk of rates increasing for those with risky driving habits. It is important for users to carefully consider the potential benefits and drawbacks of the program before enrolling.
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JD Power's ranking methodology
J.D. Power is a global leader in consumer insights, advisory services, and data and analytics. It has been delivering industry intelligence on customer interactions with brands and products for over 55 years. The company is based in North America, Europe, and the Asia Pacific.
J.D. Power's ranking decisions are independent. However, award winners may pay to license the use of J.D. Power awards in advertising and marketing materials. The company is known for its large sample sizes and unbiased methodology. According to J.D. Power, it surveys more than 5 million Americans for its studies each year.
J.D. Power ranks auto insurance companies in three different studies:
- Auto Claims Satisfaction Study
- Auto Insurance Shopping Study
- U.S. Auto Insurance Study
The U.S. Auto Insurance Study measures customer satisfaction with auto insurance in 11 geographic regions. A separate category addresses usage-based insurance (UBI), along with diagnostics that influence UBI participants' experiences with their insurer's usage-based auto products.
The Auto Insurance Shopping Study ranks companies based on the shopping experience and their digital platforms.
The U.S. Individual Life Insurance Study measures the experiences of customers of the largest individual life insurance companies in the United States across eight core dimensions (in order of importance):
- Trust
- Value for price
- Ease of doing business
- People
- Product offerings
- Ability to get service
- Problem resolution
- Digital channels
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Progressive's position relative to competitors
Progressive is one of the most popular insurance companies in the United States, and it is in a strong financial position with relatively few consumer complaints. However, Progressive falls short in customer service and claims satisfaction, as reflected in its below-average rating on customer review sites like Trustpilot and poor survey scores from third-party organisations like JD Power. Progressive's willingness to pay claims is another factor to watch out for.
JD Power's 2024 US Home Insurance Study found that rate increases led more people to shop around, and the ongoing home insurance crisis in states like Florida and California has left people with fewer options. The larger overall home insurance study, redesigned in 2024, surveyed 14,122 homeowners and renters on five factors: trust, price for coverage, people, digital channels, problem resolution, product/coverage offering, and ease of doing business.
In 2023, JD Power's relative average scores for Progressive and GEICO were closer—only five points apart—with GEICO's scores topping Progressive's in seven of the 11 regions. GEICO's higher scores relative to Progressive may be due to its "fundamental advantage" of an underwriting expense ratio below 10%, allowing it to be less aggressive on price and corrective underwriting actions. In 2024, Progressive ranked below average in every region, while GEICO was among the top 5 insurers ranked by customer satisfaction scores in four regions.
Progressive ranked second to last out of 21 car insurance companies surveyed in JD Power's 2024 claims satisfaction study, with a score of 672/1,000. In the 2024 US Insurance Digital Experience Study, Progressive ranked first out of 16 national insurers in the service category, with a score of 737 out of 1,000. In the shopping category, Progressive scored above average, with a score of 519 out of 1,000.
Progressive's Snapshot feature has received negative reviews for draining battery power and mistakenly faulting the user's driving when they are a passenger. However, Progressive offers a lifetime renewal guarantee after 20 years of coverage, and its accident forgiveness benefit won't raise rates on the first claim under $500 or the first large crash after five years of accident-free coverage.
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Frequently asked questions
Progressive has received mixed ratings from J.D. Power, with some studies ranking it below average for claims satisfaction and customer service, while others place it in the top five insurers in California. Progressive's Snapshot feature, which evaluates driving to set rates, has been criticised for draining battery power and faulting passengers as drivers. However, Progressive's digital tools have been well-received, ranking first out of 16 national insurers in J.D. Power's 2024 U.S. Insurance Digital Experience Study.
J.D. Power conducts customer satisfaction surveys that allow for company-to-company comparisons. Their studies cover various factors, including trust, price for coverage, people, ease of doing business, product/coverage offerings, problem resolution, and digital channels. They also consider the number of complaints a company receives relative to its market share.
Progressive has been outperformed by competitors like GEICO, State Farm, and Allstate in J.D. Power's rankings. In 2024, Progressive scored 672 out of 1,000 in the U.S. Auto Claims Satisfaction Study, placing it 20th nationally for customer satisfaction. Progressive's willingness to pay claims has also been questioned, with JD Power rating it below average in claims satisfaction. However, Progressive ranked higher than Nationwide in JD Power's latest auto insurance study.
