I am writing to compliment both Progressive, and representatives Matt and Christopher for the outstanding service that I received in connection with my recent motor home claim. I am a veteran of the insurance business, and I have worked with claims reps from over one hundred insurers over the past 30 years. In all of those years, I have never seen the level of service that I experienced with Progressive on this claim. From day one, it was clear to me that I would be treated fairly, and that it was important to Progressive that my questions be answered promptly, professionally, and accurately. In addition, this was a complicated claim and the damage to my motor home required a high level of expertise to insure a quality repair. Progressive's relationship with the repair facility insured that the work would be done to the type of standards that I would expect.

Both Matt and Chris kept me informed on a weekly basis during the process and thoroughly explained the type of work being performed so that I would be comfortable with the outcome. Simply put, this type of service is exactly what policyholders hope to receive from an insurance company when they experience a loss. It is very clear that your company has invested in a superior process, and that service is a top priority. In the end, that is what sets you apart from everyone else.

I wanted to be sure to let you know what a great job your people are doing, and that I will have absolutely no reservations recommending Progressive to both my clients and associates in the future.

Thanks again for taking such good care of me.

Yours Sincerely,

D. C.

I was recently involved in a minor auto accident where the at-fault driver was a client of Progressive Insurance. I was very impressed with the way Progressive handled the claim. (Claim? What claim? I never even had to fill out any paperwork). I was contacted the day of the accident by a Progressive adjuster who arranged to meet me, at my convenience, to assess the damage. Progressive gave me multiple options for the repair work, scheduled my appointment for me, called to give me an update on the repair, and followed up afterwards to make sure I was happy with the work. It couldn't have been any easier.

I would like to single out your employee Josh for truly exemplary service. His pleasant demeanor and helpful attitude turned what might have been an exasperating experience into a painless one. At every point in the process he was eager to make sure things went smoothly and painlessly. "I want to make sure you are happy," was his constant comment.

This was amazing service — and you're not even my insurance company! Perhaps you should be.

Sincerely,

S. F.

Dear Kay,

I am writing to commend the competence, efficiency, kindness and proactive suggestions of one of your employees, Megan, who handled my claim on December 8, 2008, when I had an accident in a rest area of I-94. Megan's job performance was extremely impressive and her comforting tone of voice calmed me down immediately in spite of the rather serious accident, so I thought it would be only fair for me to let her supervisor know of her excellent work.

I have been driving since 1983 in three different countries (South Korea, Canada, and the U.S.A.). It was the very first accident in which I had my car damaged at all, but it was so much damage to be totaled. I had no personal experience of such an accident situation at all. Not knowing what to do, I just called Progressive to talk to someone, well anyone. To all my surprise and beyond my expectations, Megan handled everything so quickly and in the most appropriate way: 1) She fetched a tow truck from the nearest city (Fergus Falls), 2) She made an appointment at a body shop so that the car should be evaluated for its damage and be repaired if necessary, and 3) She even helped me reserve a rental car at the nearest place from the body shop. While she was calling all these different places for my reservations, she let me make my own choices of services and also let me listen to her conversations with different sales persons so that I could intervene in their conversations when necessary. It turned out, in an amazing Oway, that although I had a serious car accident all I had to do was to make one simple phone call to Progressive. Megan solved all my problems right away when I did not even know what problems I had at that moment! The only other thing I needed to do, gladly, of course, was to pick up a check from one of the Progressive offices on December 11, which was already ready for me on December 10. I must admit that the way Megan handled my claim was one of the most impressive job performances I have ever observed in a number of countries.

By dint of Megan's help, I could begin to drive a rental car in less than a couple of hours after the accident and made it to my classes before too late. I am a professor of philosophy teaching at Minnesota State University Moorhead, and it was the last day of the semester when I needed to give students information on their final exams and papers. If I had not had Megan's excellent help, I could not have made it to my students and they would have been very much confused about the necessary course work to be done at the end of the semester. Megan helped out not just me, she helped many of my students, as well. So, quite naturally, I felt like telling my students about the accident and how efficiently Megan of Progressive handled my claim. I also commented that I could not believe that the U.S. economy was experiencing some serious crisis when the U.S. had such competent insurance companies as Progressive. Well, over 100 students of mine at Minnesota State University Moorhead came to know more about Progressive and they were so proud of the excellent job performance of one of your employees. I even joked that if Progressive should enter the health insurance market, the U.S. should be able to solve all the recalcitrant problems in her health care system in the nearest future!

I should have let you know above that I am a permanent resident of the U.S. with a Korean citizenship. It was a heartwarming experience to come to see my American students feel proud of such an excellent job performance of Megan in this difficult time of economic crisis. Please let me know if you have any questions. Thank you very much for having read this letter.

Sincerely,

C.H., Ph.D., Moorhead, Minn.

I wanted to take a few minutes from dealing with our family emergency and vehicle wrecks, just to make you aware of the caliber of employee you have on your staff. Many times we as individuals take time to complain of wrongdoing or things we disagree with but don't make the time to recognize the people out there that make a difference on a daily basis. As you probably hear on a daily basis due to your line of work, our family is currently going through some very rough times. However, there have been a few people out there that, merely by their demeanor and caring attitudes, have made a big difference in our outlook of our situation.

One of those persons is Tanya (a claims adjuster with your company). About a month ago we almost lost our older son to diabetes-induced shock. Not long afterward, my wife was the victim of a hit and run on her vehicle, a few days later she had a wreck in my vehicle and the very next day she lost her dad. To top things off, our financial situation with all these issues has taken a turn for the worse. This has caused some major stress in our household. Tanya could have chosen to look at our situation in many different ways. Or, she could have simply ignored the situation and go about her business in a professional yet not caring manner.

Instead, Tanya demonstrated a great amount of care and genuine concern. She was very patient and flexible, and looked for ways to accommodate our situation in a compassionate manner, while still doing her job (it can be a tricky balance). Her professional and caring attitude made my wife feel at ease, and at least not to be concerned with the situation of the vehicle. I know this may seem a minor detail, but when you are going through so much, the smallest details can some times be the most important ones. And I am very thankful to her for taking the time to make my wife feel good, at a time when she really needs it. I wanted to take a moment during a busy and chaotic time for our family, to thank Tanya for the way she treated us, and to let her management be aware of our experience with her. You should be very proud to have her on board at your company.

Thanks for taking the time to read this e-mail.

A.B., Savannah, Ga.

My name is P.B., and I have sent you this letter to commend one of your employees.

On the morning of January 14, I was on my way to a job that I had recently begun. I was on the 91 freeway making my morning commute when I felt my vehicle driving strangely. I pulled over and discovered that I had a flat tire. After calming down a bit, I decided to try and change the tire myself (I am not an AAA member). My attempt to change the tire quickly led me to tears as I realized I had no idea what I was doing. I was leaning on my car crying, and it was at this point that someone pulled up their vehicle behind me.

A young man approached me and politely asked if he could be of some help. I explained my situation; he smiled, and told me not to worry. He said he would be happy to put the spare tire on for me and that it would just take a few minutes.

While he was changing the tire, we started talking. He mentioned that he worked for Progressive insurance and that he was on his way to work, as well. I repeatedly thanked Kevin and told him how much I appreciated his help. He was so sweet and joked that no thanks was needed, if I promised not to let this ruin my day. When Kevin was done, I asked him for one of his business cards and gave him a hug. Later that day, I called to thank him again. It was after this conversation on the phone that I also decided to write this letter.

In today's world, it's nice to know that there are still people out there who would take the time to help. I am sure that Kevin is a great asset to your company and because of him, I am now considering buying a policy with Progressive.

Sincerely,

P.B.

Dear Alan,

I just wanted to THANK YOU for the amazing work you did on my recent claim with Progressive. While an accident is never a pleasant experience, I was surprisingly pleased with the level of customer service my insurance company provided me!

From the very first phone call, you had an auto shop within an hour for me to drop my car off, even on a Saturday. And within a few more hours, you had already spoken to all involved parties, established fault, waived my deductible (which was so generous of Progressive), and given me the support and peace of mind I needed.

The auto shop that was recommended, Douglas Auto Body, did an amazing job as well, finishing my car five days earlier than estimated! They provided me a ride to the rental car company, and treated me with courtesy and diligence. I was extremely satisfied with their repair and service.

Not only did I come out of this whole experience unharmed and with a repaired car, but [with] a renewed faith in my insurance company and the auto repair industry, as well. So, thank you and please keep up the good work!

Peace and best wishes always,

A Satisfied Progressive Customer.

A.N., Pasadena, Calif.