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Progressive Insurance Review 2018: Complaints, Ratings and Coverage

January 12, 2018

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  • Customer satisfaction ratings are average or lower for auto insurance and average for home insurance.
  • Relative to its size, Progressive auto insurance gets more complaints to state regulators than other companies
  • 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 third-largest auto insurance provider also offers home, renters and life insurance through third parties.

Auto insurance rating

Progressive ranked 23rd out of 23 insurers in NerdWallet’s ranking of the best car insurance companies, earning 3.5 stars out of 5 for overall performance. NerdWallet’s rating is a score based on:

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

Complaints

Progressive had more than the median number of complaints to state regulators for auto insurance in 2017 relative to 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.


Auto insurance rating

Progressive ranked 23rd out of 23 insurers in NerdWallet’s ranking of the best car insurance companies, earning 3.5 stars out of 5 for overall performance. NerdWallet’s rating is a score based on:

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

Complaints

Progressive had more than the median number of complaints to state regulators for auto insurance in 2017 relative to 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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NerdWallet’s star ratings are based on the following three factors, each weighted equally to produce a 300-point maximum total score:

  • 2017 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 company satisfaction data from the Consumer Reports Winter Survey. Higher satisfactions ratings from Consumer Reports were given higher scores in our calculation.
  • 2017 J.D. Power ratings from three studies encompassing regional customer service satisfaction, auto claims satisfaction and shopping satisfaction. Ratings from each of the separate 2017 studies were averaged to form one overall score from J.D. Power. The higher the average, the more points the insurer scored in our calculation.

Only larger insurers with data available in all three of these categories were included. Smaller insurers not listed here may also be good choices and are worth consideration.