Progressive Receives U.S. Patent for Concierge Claims Service

February 15, 2008

Progressive Insurance reports it has received a U.S. patent for one of its methods of processing vehicle damage claims, which it calls its concierge level of claims service.

With this service, 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 car, and follow up with these vendors.

Progressive's concierge level of claims service is now available through 54 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.

According to the J.D. Power and Associates 2007 Insurance Claims Study, the service delivers repaired vehicles back to customers faster than typcial claims servces. That study reported 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.

The new patent it received is U.S. Patent No. 7,324,951. Progressive holds several other patents, including three for its usage-based insurance programs and one for its online policy servicing capabilities.

Source: Progerssive