Progressive Receives U.S. Patent for Concierge Claims Service

February 15, 2008

  • February 15, 2008 at 11:45 am
    Warren B. says:
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    If a concept as simple as this can be patented it will hinder the efficiency of the free market.

  • February 15, 2008 at 12:39 pm
    curious george says:
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    yeah, soon just saying “hello, how may I help you?” will be a patented greeting

  • February 15, 2008 at 12:50 pm
    Missing the point says:
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    Understand that Progressive hass (succesfully!!!) turned the most painful part of auto insurance for a consumer into a MARKETING tool. This is brilliant and in my mind, patentable. Carriers and agents, let’s WAKE UP. Shame on us for getting smoked by these guys on what seems to be just good common sense.

  • February 15, 2008 at 12:56 pm
    Mighty Joe Young says:
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    They won patent rights because the vehicle is delivered to Progressive’s own repair
    shop:

    “The method begins with an insured operator or third party claimant reporting a vehicle damage claim to an insurance provider of the insured operator. The damaged vehicle is delivered to a facility operated by the insurance provider. The insured operator or third party claimant is provided with a rental car at the insurance provider’s facility. A repair estimate is prepared at the insurer’s facility by a representative of the insurance provider. A repair facility is then selected by the representative of the insurance provider. The vehicle is then picked up by the repair facility and repaired at the repair facility. The repaired vehicle is returned by the repair facility to the insurance provider’s facility. The repaired vehicle is returned to the insured operator or third party claimant at the insurance provider facility. The insured operator or third party claimant also returns the rental vehicle at the insurance provider facility at the same time the repaired vehicle is picked up.”

  • February 15, 2008 at 1:03 am
    curious george says:
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    price is a driving factor in where people buy their auto insurance

  • February 15, 2008 at 1:04 am
    Customer says:
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    I tell you what, I am a customer and it is the easiest claim service I have dealt with. Smack in the forehead, duh – that another company didn’t think of it.

  • February 15, 2008 at 1:05 am
    richard dasilva says:
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    So, they strongly CONTROL the whole claim-payment process and dress it up. Guess who will pay for this hoopla. Womb to the tomb protect is well provided for; choice is really not. On with the show.

  • February 15, 2008 at 1:07 am
    curious george says:
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    so easy a claims process a caveman can do it??

  • February 15, 2008 at 1:20 am
    Chad Balaamaba says:
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    This is a strong service concept and works well for the income level Progressive tends to attract. Many states require anti steering notices to all parties; not sure how CA views the practice of the insurer controlling the repair process. From a service point of view, it’s a great idea.

    The customers within my particular company undoubtedly would love this concept, but they wouldn’t be satisfied when their Lexus wasn’t repaired at a Lexus dealer, Mercedes at Mercedes, etc, etc.

    Wonder how the process works when the customer is not satisfied with the repair? There could be some diminished value implications down the road…

    Don’t get me wrong, this is still a strong idea. Let’s see how it works for them.

  • February 15, 2008 at 1:21 am
    SP says:
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    Yes, price is a driving factor. But claims service is a close second. I have had to deal with verious insurance companies because of claims. And doing so shows me which carriers to never put my own insurance through. If Progressive makes it this easy for all claimants, I’ll bet your they will get a few new clients out of the deal.

  • February 15, 2008 at 2:11 am
    Eli says:
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    If they’re so great, why did their President of the Claims division just get canned? The guy was there since 1999 and was unceremoniously “separated from Progressive”.

  • February 15, 2008 at 2:16 am
    SWFL Mark says:
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    Not every Lexus dealer has a body shop facility and the fact is that some independent body shops can and do outperform some dealership facilities.

    With regards to “steering”, in most cases that’s an easy issue to overcome. If a claims adjuster can say “We have a few repair shops that we work with and these shops will guarantee your repair. Also, you are free to choose any shop you like however you’ll have to ask that partcular shop about their guarantee policy”. It seems like most customers would want this service. Especially if they have never had a claim and don’t know where take their car. I know I would.

  • February 15, 2008 at 2:28 am
    ScottyP says:
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    Progressive does NOT do the repair. It is farmed out to selected repair shops that are continuously reviewed by Progressive. And like most insurers, Progressive does guarantee the work that is done. I’ve had a couple of clients use the service and they were very happy with it.

  • February 15, 2008 at 2:40 am
    Ian says:
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    An insurance policy is designed to “reimburse the insured”, not relieve him/her of personal responsibility to take care things like getting their car to a shop and arranging a rental. The more responsibility an insurance company assumes, the greater the likelihood for a complaint.

  • February 15, 2008 at 3:20 am
    concerned says:
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    I agree with you, Chad. It seems like the whole point of view is for the faster service. However, I’m concern if they are using the original manufacture parts rather than aftermarket or used parts. Progressive already began providing quick claim service for several years. My understanding is that they launched this program not only for the quick service, but more focusing on reducing the cost of claim settlement. No matter how fast they repair the vehicle, the bottom line is the premium. I wouldn’t want to pay more than $200 each year for the service which I rarely need.

  • February 15, 2008 at 3:21 am
    claimant says:
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    Not a fad my freind. It’s a winner. I am indy agt. and was hit by progressive driver. The process worked well for me, they did the stuff that I hate, and saved me at least 1/2 days work. I’ll be happy with that fad any day.

  • February 15, 2008 at 3:38 am
    JJ says:
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    I wonder if they would be so nice to a third party claimant if you had a $200,000 BI claim with an attorney. I doubt it.

  • February 15, 2008 at 3:55 am
    SP says:
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    Eli, I think you are missing the point. No one is saying that Progressive is the best carrier out there. They have had more problems than many. We are just discussing the merrits of their concierge claims service. It is a great idea.

  • February 15, 2008 at 4:08 am
    lastbat says:
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    I was with Progressive twice in my life; and if you are in a position that doesn’t allow you to go with a better company, Progressive is not that bad. I saved a ton of money with them (I had a couple tickets) and when I did wind up wrecking my car (fell asleep at the wheel) the service was great. Granted, now that I’ve been “clean” for many years they can’t compare with the rates I’m getting, but their service was good – especially considering the market they generally go for. I think this is a great idea. I wish my company had the service. Having to handle all that crud myself just ticks me off and reminds me that things aren’t going right.

  • February 15, 2008 at 4:21 am
    concerned says:
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    By the way, I believe Progressive and two other carriers, M… and I… were cited for substantial amount as penalty for violating The Anti-Steering Law in few years ago. I’m an agent and have had several complaint calls from insured after filing the claim because they felt they were forced to go to the body shop referred by the company. All body shops are required to gurantee on all of the repairs anyway.

  • February 16, 2008 at 12:21 pm
    wudchuck says:
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    um….how’s that becoming a patent? afterall, is that not good customer service? at GEICO, they have a express shops, where we do the same but these shops are already at a local body shop. now we give the claimant the opportunity to get use another repair shop if they want. but at our express shop, there is a body shop and the enterprise rental at the same spot. so similar to what PROGESSIVE has. so why is it patented? it’s just a procedure for caring…does that mean every osha regulation should be a patent? like the new rescue mine chamber?!

  • February 16, 2008 at 5:34 am
    Rocket Man says:
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    This concierge service is another way of selling insurance, even though it comes under the ambit of the claims department. That’s what every claims adjuster adjuster should do. Afterall, isn’t every Progressive employee an integral part of the company. You know, the parts equalling the sum. We need more adjusters doing sales work. Remember the days when the claims department operated under the slogan, “you ain’t getting nothing from us”! The times they are a’changin’ . Good.

  • February 16, 2008 at 6:31 am
    SWFL Mark says:
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    Concerned, are you really an agent or just telling us you are? Glad you’re not mine. I’m no Progressive fan but I can’t understand why any agent wouldn’t support a process in which a company assists the customer with finding a well qualified body shop. Most people have never had a claim, don’t know where to turn, and need to be pointed to a facility that can make “all” the repairs on a timely basis. If your companies are “steering” your cients to the wrong shops, improve your companies.

  • February 18, 2008 at 9:35 am
    Scott says:
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    I agree with Mark…I’m a former auto adjuster and this is a nightmare for those (insured’s and claimant’s) who feel they are owed everything because they’ve paid you premium for all these years or because you hit my car. The last thing an insurance company is going to want to do is out right choose which shop does the repair. Might as well put a noose around your neck and hang yourself over a barrel and let the vehicle owner put their hand on the lever…..Dance little puppet…dance…
    At least in the old claim process, there was still some buffer between the insurance company and the vehicle owner (more so with the insured) on the quality of repairs. Also, didn’t someone point out earlier under the patent entry that the repair facility was “operated” by Progressive….Seem to me they may have more than just a hand in the cookie jar. From a monetary standpoint, they are able to control their collision costs by controlling the cost of the repair. That makes sense, but if I was a claimant, no matter what my car was, I would not want them to do the repairs. I have a friend who is a property manager with them and I will do some more checking into this….could make for some good lawsuits…

  • February 18, 2008 at 10:27 am
    Fighting Saints says:
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    You couldn’t be more right. I believe that other companies, agents & adjusters get
    upset with Progressive because they lead the way coming up with new ideas. Other companies can’t or don’t want to change things so they will lag behind in customer service which is so important in today’s market.

  • February 18, 2008 at 10:55 am
    blondie says:
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    Cudo’s to Progressive! While you may think it is a fad, I am re-thinking my auto insurer. Based on the experiences I have had with 2 collision losses in my 25 years driving, I know this type of service has merit. My policy may have “indemnified” me for the loss to my vehicle, but the time, inconveniences, stress and head-aches of the experience probably ate away a year of my life expectancy.

    I think the concierge service goes a long way towards making me “whole” without the hassles of your typical claim service. While this type of service may not be for everyone, to me (and I’m sure a few other consumers out there) it is well worth it. If you don’t think so, buy your coverage from someone else, no biggie.

  • February 18, 2008 at 11:01 am
    Reason says:
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    The catch is you only get the “concierge” level of service if you submit to their body shop.

    How do you think they select these shops; by the quality of the work or the level of expertise?
    NOT.

    It is all about who will “get in bed” with Progressive.
    Kickbacks and incentives; that’s the ticket.

    Cut the parts prices to X% over cost, reduce the labor rate in exchange for guaranteed volume, use LKQ parts instead of OEM whenever and where ever possible.

    Before patenting the term “concierge” they should have looked into its meaning.
    When you seek the assistance of the concierge for dinner reservations, he usually doesn’t dictate where you eat.

  • February 18, 2008 at 1:38 am
    SWFL Mark says:
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    So let’s see. Progressive promotes a service to it’s customers that promises hassle-free, faster claims handling where the repair is guaranteed and then, by your description, Progressive chooses to use inferior body shops. Now the claims adjuster is busy handling complaints & being the traffic cop for the guaranteed repair instead of handling new claims. You’re not very bright are you? Am I the first to tell you this or did you know it already?

  • February 18, 2008 at 4:30 am
    agentsman says:
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    You don’t get it do you. What in the world does this have to do with a BI claim? Did you not read the release

  • February 19, 2008 at 8:36 am
    agentsman says:
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    Progressive does not own the repair facilities. They use the same facilities that every other company uses, they can simply provide volume and a steady stream of work for the shop, which warrants faster repair times and hence, more satisfied customers. The intent here is strictly for the customer experience, Progressive breaks even on this process.

  • February 19, 2008 at 8:41 am
    wudchuck says:
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    so, they so-called patented this idea, but does not the word itself already been used by other industries? for example, is there not a concierge service at casinoes, or cruise ships. so why is the auto insurance industry getting a patent for something that has already been in place in other industries, are we not copying the same thing? sounds like it to me!

  • February 19, 2008 at 9:16 am
    blondie says:
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    Let me see if I remember how my last claim went: file the claim and wait for the adjuster to call, get an appraiser assigned and wait. Finally get the estimate, try to find a shop that will do the repairs for the “insurance” price and find a rental car (and find out the daily rental fee far exceeds my daily coverage amount unless I agree to rent the super-de-duper ultra sub compact car). Next I get a call from the shop that there is more damage, call the adjuster (who does not have the time to return my calls because they are too busy with the quantity and cost efficiency of their claims, not quality and satisfaction of the claimant) then wait for the appraiser to come out to the garage to view and approve the additional repairs. Wait, wait, wait, the clock is ticking on my rental…

    Despite what you think, I see the merit in “concierge” SERVICE.

  • February 19, 2008 at 9:27 am
    Big B. says:
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    Why would an Insurance Copmapany of this magnitude endorse a shop that used inferior parts? Wouldn’t that be a surefire way to get a nice lawsuit of some sort? Especially if those parts were found to be the cause of an accident, injury, or worse yet death. I doubt a company that large would willingly put itself at risk like that. Is it a way for them to control where the car is repaired? Of course. Are they getting a discount for those repairs? Probably. Are those discounts manifested through lower end parts or shoddy work? I doubt it.

  • February 19, 2008 at 9:39 am
    Scott says:
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    Blondie….

    It has either been a while since you’ve had a claim or the insurance company you’re dealing with is very much behind the times. All major insurance companies have several body shops on a preferred list that will remove majority if not all of the hassels you mentioned. What they don’t do is decide which shop to take YOUR car. Unless the reporting in the article has a few things wrong, then the only real difference between Progressive’s and the other carriers service, is the choice of shop…..If Progressive is choosing the shop then shame on them……if the owner is really choosing the shop, then their program is no different than everyone else and instead of being the leader of the pack they in essence are way behind. Most major carriers have had their program in place for the better part of 7-10 years now.

  • February 19, 2008 at 10:00 am
    Rocket Man says:
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    The program has been in place since 1974 by I a major company for whom I once worked. The adjuster would tell the customer about several shops that would guarantee the repairs and together any issues would be resolved to their satisfaction. The largest drawback was the issue of steering. But when customers took the money and selected their own shops, the issue usually became the amount of the repair estimate. Now, at that point it became double work: requiring the original adjuster or another adjuster visit the shop; the volume of claims work kept rising for the adjuster; meetings to iron out the differences; or, even pulling out the car from the shop. There is not enough time in the day for claims work! It keeps piling up. As it turned out, under such situations everyone was unhappy, phones rang with complaints, letters were written to Claims Managers, the adjusters were cursed out, on-and-on-and-on, etc. Progressive is on the right track provided the customer is agreeable to getting his vehicle fixed and not wish to “profit $$” from the property damage. Follow the $$!

  • February 19, 2008 at 11:57 am
    Stat Guy says:
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    My agent is an independent who placed me with a regional carrier; I had two auto claims in 15 years….both times, my agent coordinated the whole thing for me (with my permission and without having an agreement to steer my business to any one repair shop)…but the main thing was to get the car to a shop quickly, have it repaired quickly and get my out of my rental a back into my car. From start to finish, it was 10 days for the longest. But I did have to do some of the talking. My agent is the best, in my estimation and I have not given it a thought to “save 15% on my car insurance to switch to GEICO”. If this service can be patented, then many carriers must have lousy service…..and Progressive is beating them to the punch. But not my agent!

  • February 19, 2008 at 12:00 pm
    curious george says:
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    we need to go back to passenger trains anyway; more efficient with less energy usage

  • February 19, 2008 at 6:33 am
    JGD says:
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    What exactly is it that they patented? GEICO and Allstate both have programs similar to this, just with different names. If they patented the “name,” isn’t that really a trademark? As far as whether or not it’s a good idea–I’ve found in claims that, for every person who insists on using their “own” shops/rental companies/etc, there is another who just wants their claims examiner to tell them what to do, because they have never had to deal with body repairs. The service can only work if it is an optional one; if it was mandatory to use it, that would be steering. But being able to offer an optional service that makes all the repair and rental service choices and arranges everything is a big chance to give good customer service to the people who want this help. As long as no company tried to make it mandatory, it really should not be a problem.

  • February 20, 2008 at 9:38 am
    Stat Guy says:
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    you’re probably right; there is no way we’ll continue with the oil based, internal combustion, single user automobile for much longer. What happens when the oil really does run out? I happen to like trains and would gladly ride light rail if it were available in my area.

  • February 20, 2008 at 9:51 am
    Curious Georgette says:
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    Other insurance companies have “Concierge” claim services and call it that as well. So what in the world could progressive be doing that is so different from every other company that follows the marketing heard?

  • February 20, 2008 at 10:13 am
    lastbat says:
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    What they’re doing that is different from other companies is this – they walked down to the patent office.

  • February 23, 2008 at 12:28 pm
    Keith says:
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    The program that regressive has patented has been around for years before Progressive was even doing business. Auto body repair shops have provided the same services without the ILLEGAL CONTROL & STEERING that is associated with Progressive & Travelers Concierge Claim Service.
    Customers come into my shop.
    We set them up with a rental car.
    We write an estimate.
    Negotiate the repairs with the insurance company.
    We repair the vehicle with quality that far exceeds that of regressive body shops, because we control the repair process, not the insurance companies.
    When the vehicle is completed, the customer returns the rental, picks up their car, receives a lifetime warranty, and OUR CUSTOMERS LOVE THE SERVICE, THE SPEED, AND THE QUALITY!

    Progressive may own the patent, but they will never own my shop or the services we have been providing since the 1950’s.

  • March 14, 2008 at 1:18 am
    rockinhorse says:
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    Progressive’s Concierge Program is nothing but their desperate response to being kicked out of most reputable, main stream body shops because of incompetence and unethical claim practices. They have no choice but to operate this way. No ethical repair facility will allow Progressive on their premises. This program only serves to help Progressive conceal the fact that their customer’s vehicles will, in most cases, be torn down by untrained, unqualified technicians and repaired at heavily negotiated rates. Just like Walmart, at Progressive, you get what you pay for.



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