In a movethat other companies may copy, the Progressive Group of Insurance Cos. has opened a service center that serves as a one-stop shop, allowing its auto insurance policyholders to get a repair estimate and a rental car in 15 minutes.
“The service center approach is simple, and it works,” said Theresa Wise-Marshall, manager of Progressive?s Glen Burnie Service Center.
“By using a service that handles the claims and repair process from start to finish, people can save time and spend it the way they want to.”
Marcellus Andrews, an economist with Insurance Information Institute, said Progressive is making a bold customer service move that may be copied by other insurance companies.
Progressive is the sixth-largest auto insurance company in the Maryland and it has a 6.6 percent share of Maryland?s auto insurance market, the company stated.
According to Progressive, the Baltimore area has about 148 vehicle accidents each day.
Progressive opened its service center at 841 Cromwell Park Drive in Glen Burnie on Sept. 25. It?s the company?s first center in Maryland.
Progressive said 44 percent of all claims handled by Progressive in the Baltimore area are considered minor, with repair costs of less than $2,000 in damage to each vehicle.
Drivers “can simply drop off the damaged vehicle and, in about 15 minutes, can leave in a rental car assured that a claims representative will handle the process from beginning to end and that the repairs will be guaranteed,” the company stated.
The service is available to Progressive policyholders and any vehicle owner involved in a claim against Progressive.
Syd Payne, regional claim manager for Progressive, said customers have reacted positively to the Glen Burnie center.
“It?s a one-stop shop,” Payne said.
