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Progressive Insurance Review 2018: Complaints, Ratings and Coverage


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  • Customer satisfaction ratings are average or lower for auto insurance and average for home insurance.
  • Compared to other insurers of its size, Progressive auto insurance gets fewer complaints to state regulators.
  • Offers a variety of helpful tools and apps for tech-savvy consumers.

Progressive is probably best known for its car insurance, although it also offers insurance for just about anything with a motor. The country’s fourth-largest auto insurance provider also offers home, renters and life insurance through third parties.

Auto insurance rating

Progressive ranked 18th out of 25 insurers in NerdWallet’s ranking of the best car insurance companies, with a rating of 4 stars out of 5. NerdWallet’s rating is a score based on:

  • J.D. Power ratings for auto insurance claims satisfaction and customer service.
  • Consumer complaints against the insurer about auto insurance, based on data from the National Association of Insurance Commissioners.

Complaints

Progressive had fewer than the median number of complaints to state regulators in 2016 concerning auto insurance (the latest data available) for a company of its size, according to the National Association of Insurance Commissioners.

Customer satisfaction

  • Progressive ranked among “the rest” for overall purchase experience for auto insurance in J.D. Power’s 2017 U.S. Insurance Shopping Study, the lowest possible rating.
  • It ranked “about average” for overall satisfaction in J.D. Power’s 2017 Auto Claims Satisfaction Study.

Financial strength: A+ (“superior”)

Progressive’s financial strength is “superior,” according to ratings agency A.M. Best. Financial strength is important because it indicates how well an insurer can pay claims.

Progressive auto insurance

Progressive offers the usual auto insurance choices, as well as many add-on options. Depending on your state, you can choose from:

  • Roadside assistance, which pays for help if you run out of gas or in case of a breakdown, flat tire, dead battery or keys locked in your car.
  • Gap insurance, under which Progressive pays up to 25% above the value of your car if it’s totaled, to cover a loan or lease balance.
  • Custom parts and equipment value, which pays to fix or replace custom accessories you add to your car.
  • Pet injury protection, included if you buy collision coverage. It pays veterinarian bills if your pet is injured in a car accident.

Snapshot is a free opt-in program that collects information on your driving habits, including speed, how much you drive and when you drive. Progressive uses the data to adjust your insurance rates up or down next time you renew, and you get an automatic discount for signing up. Data is collected either from a device you plug in to your vehicle or a mobile app.

Rideshare insurance is available from Progressive for residents in 21 states (and counting) who drive for companies such as Uber and Lyft. Typical insurance from ridesharing companies only covers the period between accepting a ride and dropping off a customer. This add-on insurance expands your personal auto policy anytime you have the app on, so you’re covered even between rides.

» MORE: Rideshare insurance for drivers

Other types of insurance from Progressive

In addition to auto insurance, you can get the following types of policies directly from Progressive:

Progressive Insurance policy options
Commercial auto insuranceSnowmobile insurance
Boat insuranceTravel trailer insurance
All-terrain vehicle insuranceSegway insurance
Recreational vehicle insuranceBusiness insurance
Personal watercraft insuranceUmbrella insurance

Progressive offers other policies through third parties. You can get a quote and sign up for these policies through Progressive, and even receive a discount on your existing Progressive policy if you combine the policies. Here are other types of insurance you can get from Progressive’s partners:

Third-party insurance through Progressive
Homeowners insuranceClassic car insurance
Renters insuranceMechanical repair insurance
Mobile home insurance (in most states)Travel insurance
Condo insuranceWedding and event insurance
Flood insurancePet insurance
Health insuranceID theft insurance
Life insuranceInsurance for driving in Mexico

» COMPARE: Home insurance quotes from Progressive

More about Progressive Insurance

Website: Progressive’s website includes an insurance quote tool and a portal where customers can log on, pay bills and see claim statuses. Additional helpful features include:

  • The Name Your Price tool, which helps you find a policy to fit your budget. Keep in mind that a lower price will come with a trade-off in coverage.
  • A comparison feature that shows competitor rates alongside Progressive’s quote for the same policy options.
  • Auto financing resources that allow you to get an auto loan quote or refinancing quote from Capital One, a Progressive partner.

Mobile app: Progressive’s main smartphone app allows you to report a claim and helps you find a repair service center.

Snapshot mobile app: When you sign up for Snapshot, this app can tell you about your driving behavior, details about your trips and provide custom tips to improve your driving. It can also monitor your driving, instead of plugging a device into your car’s data port, but that feature isn’t available in every state.

Google Assistant capability: If you have a Google Home device, you can use it to ask Progressive’s digital voice assistant a variety of insurance questions.


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Methodology

NerdWallet’s auto insurance star ratings and rankings are based on the following three factors, each weighted equally:

  • 2016 consumer complaints data from the National Association of Insurance Commissioners. The median complaint ratio for the industry is 1. Lower ratios are better. Insurers whose median complaint ratios were more than 1 received fewer points; those lower than 1 received more points.
  • 2017 regional customer service satisfaction data from J.D. Power. The higher the average J.D. Power rating across regions, the more points the insurer scored in our calculation.
  • 2016 auto claims satisfaction data from J.D. Power. The higher the J.D. Power rating, the more points the insurer scored in our calculation.

Only larger insurers with data available in all three of these categories were included. In case of ties, NAIC consumer complaints data were used to break the tie. Smaller insurers not listed here may also be good choices and are worth considering.