Shuman Roy is an entrepreneur, business owner, and musician. He started RoysNoys, LLC in 2013 as a music production and education service company. He also offers small business consulting and advisory services to help businesses get from start-up mode to turn-key operations. Shuman earned his M.B.A from the Stern School of Business in 2001 and has an undergraduate degree from Manhattan College in ...

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Joel Ohman is the CEO of a private equity-backed digital media company. He is a CERTIFIED FINANCIAL PLANNER™, author, angel investor, and serial entrepreneur who loves creating new things, whether books or businesses. He has also previously served as the founder and resident CFP® of a national insurance agency, Real Time Health Quotes. He has an MBA from the University of South Florida. Joel...

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Reviewed by Joel Ohman
Founder, CFP®

UPDATED: Oct 14, 2021

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You’ve likely seen the commercials by now. You may be wondering exactly how this service works and what the benefits are. It may seem too good to be true, and many ask a simple question: what’s the charge? How much is an insurance company going to make bringing your rental car to you? Especially if you live near a rental car company that automatically picks you up when you need it, it may not seem as appealing. After all, rental cars are more expensive now. Your rental car reimbursement only goes so far.

You came to the right place. Let’s take a look at why “Progressive’s Concierge Claims Service” may be a great choice for you.

What do I get from Progressive Insurance concierge claims service?

According to the commercial, your Grandmother gets your son’s favorite compact disc back (that she left in the CD player when dropping her car off for repairs, because she was so “shaken up”). But what else?
Progressive “takes care of the details.”

If you’ve had an accident, you simply report it online (or via phone we’re assuming) and make an appointment to drop off the car (or have it towed) at a Progressive Service Center.

Progressive takes over from there. Without going through the motions step-by-step, they “deal with” the rest of the process from start to finish. Ultimately, you drop it off damaged and pick it up right where you dropped it off. More importantly, the whole process is completed in the same place with no running around required. When you come to drop your car off, your rental car will meet you, or it may be waiting for you. Of course, this is an optional coverage.

(Rental car insurance)

One of their main claims to fame is speed. Progressive aims to have you on your way within 15 minutes of arriving at their “Service Center.” Like roadside assistance, this will vary based on availability. Some areas of the country offer a more diverse range of providers than others. This part of your auto insurance policy is priced the same regardless of where you are.

To be clear, the Service Center isn’t where the car is actually repaired. Progressive’s Service Center is the drop off and pick up point only.

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Does Progressive insurance concierge make it easier to find a mechanic?

You don’t have to spend your own time finding a mechanic (that won’t rip you off) or getting estimates from several mechanics. Progressive already has preferred mechanics across the country. Of course, if you’ve already built a relationship with a specific individual, you could talk to customer service or your insurance adjuster about using them within the confines of your Progressive policy.

You’ll also save time and grief by not having to “go between” the insurance company and the repair shop to negotiate ongoing repairs and costs. It’s all meant to streamline your experience. Its success will depend on you.

Once the car is repaired, it’s returned to the Service Center, where it’s inspected for quality assurance. You don’t have to wait around and then try to find a ride back to the shop because you’re already there. Just like you would with a normal car rental, you can still opt for a collision damage waiver. In short, you’d still have to fill out claims paperwork, but you’d be off the hook for payments until your personal vehicles are repaired. Keep in mind, your rental car coverage may not pay this portion. So be prepared to pay the extra insurance premiums if you want this service as long as you’re working with the rental company.

When Progressive is satisfied with the repairs, they contact you to come pick up your car. They also have a representative available to answer any questions about the process from beginning to end.

What if Progressive is “satisfied” and you’re not?

No need to worry. Your repairs are guaranteed for as long as you own or lease your vehicle. After that point, it’s not your concern anymore. So if something goes wrong and it’s related to the original accident, Progressive would have to pay to fix it at no extra cost to you and without additional coverages.

Note: Only the repairs are guaranteed. Progressive is not liable for indirect, incidental, special, punitive, exemplary or consequential damages that result from your covered repair. In short, if the bad repairs caused you to get into another accident, your deductible and any increases in premiums related to that accident would still apply.

What’s “The Catch?”

It’s not so much a catch. You simply need to be sure you purchased all of the appropriate coverage on your policy to enjoy the benefits of the program.

For example, if you did not purchase collision coverage or comprehensive coverage, you don’t qualify to have your car repaired in the first place.

(Full coverage vs liability-only)

Also, you do not qualify for the onsite auto rental if you didn’t spring for the rental car coverage on your policy.

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Is Progressive all it’s cracked up to be?

This program saves Progressive millions of dollars per year on insurance claims fraud. How? They are in control of the process from beginning to end.

This leaves no room for unscrupulous mechanics or insured to try to skim some money off the top with inflated estimates or unnecessary repairs.

Progressive may also be able to control some of the (legitimate) repair costs. We imagine that if you want to be an “approved” mechanic in this program, you play by Progressive’s rules.

This might mean performing repair work at a lower cost to Progressive than would be charged to anyone off the street.

The repair shop likely gets increased business and reserves the right to call themselves “Progressive Approved,” which can be a big deal…the name is kind of well known!

Read more: Progressive Snapshot review.