I've had Progressive on our vehicles for two years now, and on my motorcycle just about forever. But I just filed my first claim with them last month after the neighbor's tree fell over and damaged my wife's Buick. It has been interesting.
I filed the claim online, which was fairly straightforward. I got a call from the assigned claims representative a couple of days later, who gave me a claim number. Since we were traveling at the time, she said she would send out an adjuster to the house to check out the car, which was parked back home. Then she called me back to say, no, the adjuster wouldn't come to the house since the car was driveable and that I'd need to take it to a shop for an estimate when I got back. She would follow up with me when I was back home.
A couple of weeks later I try to call her back, but her phone number is no longer working. Called the main Progressive number and eventually got someone who gave me a different claim rep and phone number. Over the next week I try to contact the new rep, who doesn't answer his phone. I also tried to contact him over the Progressive web site, no response. Eventually his voice mailbox fills up. I call the 800 number again, and am told my claim has been transferred to the 'weather team'. My call is transferred to the weather team; I give up after 20 minutes on hold. The next day I call the 800 number again. The rep I talk to gives me the direct number for the weather team, and takes the information for our local body shop. He tells me to leave the car with the shop and they'll send an adjuster out to look at it.
I call the collision shop and tell them I'm dropping off the car and that Progressive will be sending out an adjuster. The shop's receptionist patiently explains to me that in Michigan, Progressive NEVER sends out adjusters! She said I probably talked to someone in another state that doesn't know how they operate here. Just bring it in and they'll do the estimate and submit it to Progressive. When I brought it in, the estimator told me that Progressive is absolutely the worst company to deal with for claims, both from their perspective and the customers.
Our insurance is paid up for another year. I figure it will be time to switch companies then; I've found three years is about as long as I can stick with an auto insurance company; it will be time to switch next year.
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