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Second year that insurer receives lowest ranking on study measuring consumers’ ‘auto auto insurance purchase experience’


It’s official (but it’s not surprising).  Consumers are not happy with Progressive Insurance Company.

Progressive recently received a below average rating in the J.D. Power 2014 U.S. Insurance Shopping Study (auto insurance purchase experience), which ranks auto insurers based on “overall customer satisfaction with the auto insurance purchase experience …”

That’s two years in a row.

In J.D. Powers’s 2013 U.S. Insurance Shopping Study, Progressive also scored a below average rating.

Progressive’s below average performances were marked by its “The rest” rating, which is J.D. Power’s lowest rating. “Among the best” is the highest rating. “Better than most” is the second highest. “About average” is third. And the lowest is the below average rating of “The rest.”

As an attorney who helps people injured in automobile accident cases, I’m not surprised by Progressive’s poor performance in the J.D. Powers studies.

Based on nearly 20 years of practicing auto accident law here in Michigan, I’ve seen some pretty egregious instances of anti-consumer behavior on Progressive’s part.

Below are examples:

  • Progressive charges more for auto insurance to low-income, but ‘safe,’ drivers than to higher-income, accident-prone drivers. For more information, please check out Michigan Auto Law’s blog post, “The poor pay more for car insurance than bad drivers.”
  • Progressive charges higher auto insurance prices to drivers with less education and lower-status jobs. In its study, “Major Auto Insurers Charge Higher Rates To High School Graduates And Blue Collar Workers,” the Consumer Federation of America found that Progressive “charges a factory worker with a high school degree higher annual premiums than a plant supervisor with a college degree” by anywhere from 8% to 33%. To read more, check out the CFA study.
  • Progressive ignored Michigan’s No Fault law by fabricating its own wage loss rules. For more information, take a look at  my blog post, “Progressive demands ‘7 verifiable proofs’ to avoid paying legitimate claim.”
  • To avoid paying “Underinsurance” benefits to the estate of a loyal Progressive customer who was killed in a crash, Progressive ‘defended’ the at-fault driver who killed Progressive’s insured customer. This is the case involving Progressive insured Kaitlynn Fisher’s estate, which her brother, comedian Matt Fisher, made infamous by publicly and justifiably blasting Progressive for its betrayal of his sister. For more information, please check out Michigan Auto Law’s blog post, “Progressive’s betrayal of woman after fatal car crash could happen to you.”

I should add that the Flo commercials are increasingly annoying, but that’s my own personal opinion and not really related to how  friendly “Flo” is in handling and adjusting automobile accident claims.

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