Progressive Receives U.S. Patent for Its Concierge Claims Service Method

MAYFIELD VILLAGE, Ohio – Feb. 15, 2008 – 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 car, etc.

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 capabilities.

Progressive’s concierge level of claims service is available to drivers in the following states/markets:

Arizona: Phoenix
California: San Diego
Colorado: Denver
Connecticut: Hartford-New Haven (Milford, Newington)
Florida: Jacksonville-Brunswick (Georgia), Miami-Ft. Lauderdale, Orlando-Daytona Beach-Melbourne, Tampa-St. Petersburg-Sarasota, West Palm Beach-Ft. Pierce
Georgia: Atlanta (Decatur, Marietta, Norcross)
Illinois: Chicago
Indiana: Indianapolis
Kansas: Kansas City
Louisiana: New Orleans
Maryland: Baltimore
Michigan: Detroit (Livonia, Sterling Heights)
Minnesota: Minneapolis-St. Paul (Burnsville, Coon Rapids)
Missouri: St. Louis
Nevada: Las Vegas
New York: Albany-Schenectady-Troy, Buffalo
Ohio: Cincinnati, Cleveland (Akron, Mayfield Village, Parma), Columbus
Oklahoma: Oklahoma City
Oregon: Portland
Pennsylvania: Harrisburg-York-Lancaster-Lebanon, Pittsburgh, Suburban Philadelphia
Rhode Island: Providence-New Bedford
Texas: Austin, Dallas-Ft. Worth (Grand Prairie, Lewisville, Mesquite), Houston (North, Southeast and South), San Antonio
Virginia: Norfolk-Portsmouth-Newport News, Richmond-Petersburg, Washington, D.C.
Washington: Seattle-Tacoma
Wisconsin: Milwaukee


About Progressive

The Progressive Group of Insurance Companies, in business since 1937, is the country’s third largest auto insurance group and largest seller of motorcycle and personal watercraft policies based on premiums written, and is a market leader in commercial auto insurance.

Progressive is committed to becoming consumers’ #1 choice for auto insurance by providing competitive rates and products that meet drivers’ needs throughout their lifetimes, superior online and in-person customer service, and best-in-class, 24-hour claims service, including its concierge level of claims service available at service centers located in major metropolitan areas throughout the United States.

Progressive companies offer consumers choices in how to shop for, buy and manage their auto insurance policies. Progressive offers its products, including personal and commercial auto, motorcycle, boat and recreational vehicle insurance, through more than 30,000 independent insurance agencies throughout the U.S. and online and by phone directly from the Company. Private passenger auto products and prices are different when purchased directly from Progressive or through independent agencies. To find an agent or to get a quote, go to

Tags: ,