Progressive Insurance is a provider of car insurance and customer service at an affordable rate. Many other insurance companies see them as an example and try to learn how to get success with focus on customer service.
History of Progressive Insurance
Progressive Insurance began its journey way back in 1937 by selling car insurance. Then it was the days of independent insurance brokers, who sold car insurances belonging to different insurance companies. Progressive Insurance also sold their insurance through these brokers. Initially, their policies were designed for customers with bad driving record and were considered as high risk by insurance companies. Since then they have successfully grown.
Today, they have variety of car insurance policies which can be bought online, on the phone or through independent insurance agents.
Service Goals.
Their service goals are based on the result of a survey carried out on car insurance customers. The survey showed that a customer wanted car insurance policy at reasonable rate, he would buy insurance from a company that is reputable and financially stable. Further the customers felt that they should get high quality service with faster issuance of the policy and also faster and fair claim adjustment.
Progressive Insurance has designed their goals to meet the needs and satisfaction of their customer. They have adapted technology in an innovative way so as to improve the handling of all aspects of car insurance. Whether it is a shopping for policy, filling the application, filling the claim or managing the policy, they want it to get done faster. They just don’t want the paper work to slow down the process of insurance. They want to eliminate it altogether.
The Success of Progressive Insurance and Service Oriented Architecture
Thanks to Progressive Insurance, insurance companies and business services aim to make their business customer- focused and deliver high quality service.
Insurance industries have realized the importance of service-orientation. Since most policies and coverage offered are almost the same, they have learnt that the way to ensure their presence in the competitive market is through their rates and the kind of customer service they provide.
New and creative services introduced by Progressive Insurance:
· AutoPro-introduced in 1994, this is a free service; a Progressive customer gets three competitive insurance rates comparison online or by phone. It does not mean that the lowest rates will be theirs.
· Save paperwork and time by purchasing a boat or a motorcycle policy on Progressive website.
· Use Progressive website-to file claim, monitor the progress (you will be saving time on writing claims to your representative or making calls for the same), you can manage your policy on their website.
· Immediate Response Claim Service: introduced in 1990, their claim adjusters work on sites of their customer’s accidents, thus speeding the process.
· Immediate Response Vehicle: In 1994 they introduced a many white Ford Explorers equipped with all technology to help the claim adjuster get enough data to make a settlement decision. This will speed up the process.
Conclusion
Progressive Insurance and Service Oriented Architecture is a customer friendly company. They have reshaped the business practices of car insurance companies.
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