Progressive Insurance

What customers love

• Individual claims representatives occasionally provide exceptional service and professionalism
• Online tools and quote comparison features are functional and easy to use
• 24/7 customer service availability

Common concerns

• Claims are routinely denied, delayed, or underpaid with poor communication and lack of transparency; adjusters fail to respond, transfer cases without notice, and ignore customer evidence
• Premiums increase dramatically and unexpectedly (30-100%+) without clear justification, often based on factors outside customer control rather than driving record
• Billing issues including unauthorized charges, failure to process cancellations, retained funds after cancellation, and incorrect payment plan enforcement
• Unfair liability determinations in accidents; company interprets fault strictly in their favor and shows unwillingness to reassess even with additional evidence
• Poor customer service with dismissive representatives, hang-ups, lack of follow-up, and difficulty reaching assigned adjusters
• Data privacy concerns with unauthorized sharing of personal information to third-party insurers without clear disclosure