Leading auto insurer Progressive has a long history of innovations. And,
on January 29, 2008, it received U.S. Patent No. 7,324,951 for one of
its methods of processing vehicle damage claims, which it calls its
concierge level of claims service. This service helps to save drivers
time and effort; Progressive takes responsibility for the entire vehicle
claims/repair process following a crash.
Conceived in 2000 and rolled out beginning in 2003, concierge level of
claims service is designed to save drivers time. The auto insurance
claims process typically delivers a check to the customer for the amount
of the repairs, leaving the customer to find a repair shop, get a rental
Progressive’s concierge level of claims
service is now available through 54 specially designed centers in
metropolitan markets in the U.S. In most states, the driver needs only
to report the claim, drop off the car and drive away in a rental car.
Progressive then writes an estimate for the damage and contacts a repair
facility to pick up the car and fix the damages. Once the car is
repaired, it is returned to the center, the repairs are inspected and
the customer is notified. When the customer returns, he or she picks up
the car and drives away knowing that the repairs are guaranteed by
Progressive and the shop.
Progressive’s concierge service not only saves
people time in managing the claims/repair process but, according to the
J.D. Power and Associates 2007 Insurance Claims StudySM,
the service also delivers repaired vehicles back to customers faster.
That study reports that Progressive’s
concierge service cuts the average time from first notice of the claim
to completion of vehicle repairs by an average of 4.8 days relative to
the industry average.
“We continuously evaluate all of the services
we offer to make sure they’re as customer
friendly as possible,” said Progressive CEO
Glenn Renwick. “Our customers tell us that our
claims service, including our concierge service, is the most valued
experience we offer. Being able to deliver our customers’
cars back to them with guaranteed repairs more than four days faster
than the rest of the industry is something we’re
very proud of. It’s also gratifying that the
U.S. Patent Office recognizes the uniqueness of the method and, as a
result, has granted a patent to protect the methodology.”
Progressive holds several other patents, including three for its
usage-based insurance programs and one for its online policy servicing