After out-of-town accident, customer trusts us with repairs
In 20 years of driving I have been fortunate to have had only a single accident. The universe works in mysterious ways, and it is interesting that I should be in Atlanta, far from home, when this accident occurred.
Fortunately again, Progressive was my insurance company and I could not be more grateful. Within minutes of the accident, I was contacted by Chris, my claims representative.
I will admit, when presented with the choice of going to one of Progressive's Service Centers, I was hesitant. I dithered for several weeks while various people gave me advice on where to take my vehicle. None of it felt quite right, which brought me back to Progressive.
I came to your Norcross, Ga., Service Center and my experience with your company went from excellent to extraordinary. My initial experience was with Teisha. What a wonderful, friendly and knowledgeable professional. She explained my options and walked me through the process, and by the time I left, I had such a good feeling that I entrusted additional repairs unrelated to the accident to your team. Her patience, integrity and professionalism made me confident that both my vehicle and I would be well served by her.
I received back my vehicle newly painted, with new passenger doors, new front and rear bumpers, and a glow not seen since I drove it off the lot in 2005. John and Steve also receive honorable mentions in that John worked hard to get my vehicle returned to me before I departed on vacation, and Steve used no small amount of elbow grease to ensure that two dull areas easily missed on the top and trunk were polished to perfection.
In an age when "surly service" appears to be overtaking "service with a smile," I am so grateful that my journey through this experience was guided by exemplary Progressive employees.
Very truly yours,
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Progressive's Service Centers
Post-breakdown, customer gets immediate help at 1 a.m.
I am writing to you to inform you of the exemplary performance exhibited by two of your employees as they helped me work through my claim. My family and I were traveling through rural Missouri when we hit a large raccoon. Our automobile's radiator was disabled, and we were stranded in a cemetery at 1 a.m.
The first representative we talked to was extremely helpful in arranging for our vehicle to be towed and for transportation for my family to a local motel (not an easy task in the middle of the woods at 1 a.m.). I want to send my thanks and appreciation for her professionalism and exemplary execution of her duties. She would not get off the line with the service company until she was confident that proper arrangements had been established.
The following day, another representative contacted us and made arrangements for our vehicle repairs and a rental car so we could finish our business in Missouri and return home as scheduled. He also conducted himself in a very thorough and professional manner, and was extremely helpful. His professional execution of his duties is a model example for Progressive and sets the standard for service that is expected.
I cannot thank either of them enough for their outstanding customer service. I had recently been swayed by some of the advertising campaigns and was considering changing my insurance provider. Their conduct and actions completely changed my mind. I will not only remain a loyal Progressive customer, but I will recommend Progressive to those I make contact with.
After her kids' back-to-back claims, customer finds calm
I have been a customer of Progressive since 2004, and I want you to be aware of a true customer-sensitive and diligent worker under your management. Lisa has been a calm in what has been a very difficult storm in my life.
First, my son totaled his vehicle and exactly 14 days later, my daughter totaled her vehicle. Words cannot express how relieved Lisa made me feel. At the end of our conversation, I felt like the most important client Progressive has. She has been timely in returning my calls and processing my claims.
With customer service like Lisa provides, I will be a client of Progressive for some time to come, and a free commercial to all I come in contact with for Progressive.
Prompt, "Extra-Mile" Service Eases Stress of Boat Claim
Last month, I filed a claim on a boat that I had insured with your company. Unfortunately, the building where I stored my boat collapsed under the heavy snow, causing major damage. I contacted your company to file a claim.
The representative I spoke with on the phone was very polite and courteous. He informed me that I would soon be contacted by a field representative. Within an hour of my phone conversation, I received a call from Rob. Rob asked me some questions and then informed me of the next steps he would take to quickly facilitate my claim.
I just want you to know how impressed I am with the way Rob has handled my claim. He kept me apprised of each and every step he was taking, and made a very pleasant experience out of what normally would be an unpleasant situation. I just felt that his willingness to serve was outstanding. His communication skills in my opinion demonstrate over-the-top, extra-mile service, and he should be commended on a job well done.
I, too, am in the service business and therefore feel the need to point out great service when I see it. Rob has done an excellent job, and I am a very satisfied customer at this point.
Customer Felt Relaxed, Worry-Free, As We Resolved His Claim
AMAZING. This is the word I'd use to describe the excellent service I am receiving from Progressive after I reported my accident. I've never seen such prompt and courteous service from any company in my life.
The quick and responsive service is just too good to be true. I only had to pick up the phone and bang... Progressive did everything in such a quick and organized way. I just had to sit back and relax without worrying about anything.
I love the updates I get about my car repairs! I will never ever leave Progressive. You are what you say you are!!
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Progressive's Claims Service
Claim Boosts Customer's Confidence in Her Switch to Progressive
I would like to extend my gratitude and satisfaction in regards to the agents responsible for processing my recent claim. With many years of experience in marketing and retail management, I understand the value and impact of great customer service. It can make or break a business, and I want you to know how appreciative I am for the efficient and considerate responsiveness Katie and Stacie provided me with.
I recently changed from an insurance company I'd been with for over 8 years. With initial hesitance, I was reassured that my decision was a good one. During my interaction with Stacie in general, she was sincere, kind, receptive, and extremely informative as the process was somewhat foreign to me, since I have a good driving record.
During an understandably stressful time after an accident, with her positive attitude she was able to ease my mind in regards to the appropriate/responsible actions to take for efficient processing of my claim. She went above and beyond with every element of outstanding customer service. I believe that both agents are extremely valuable assets to your business.
I will most certainly continue my business with Progressive Insurance and have already advised my friends and family to consider the benefits of switching from their current agency, as it most certainly may be in their best interests. I also have many personal and business contacts throughout the country and anticipate recommending and speaking very highly of Progressive for years to come.
Thank you for your time and providing the best insurance available!