Customer service must be experienced firsthand. In order to write about customer service, it must be observed and experienced. It must be the truth. On March 21, 2016, a drive on 395 South turned into a nightmare as the Customer Service Examiner drove to meet with students at an urban youth program. The faithful Ford Taurus was shaking so much that it was impossible to keep the vehicle on the road. There was a problem that started with crashing into a mound of frozen snow in DC on February 6th, 2016.
Having replaced the front tires and the brakes, the steering problems indicated that there was a far more serious problem that several visits to the Auto Care Center had not been able to repair. It was time to call Progressive. Now, complaints about insurance customer service after an accident are all over the television. Many people claim that insurance companies take their money; however, they are treated poorly after an accident. Well this experience is not one of the frequently known complaints. Progressive immediately said to bring the Ford Taurus to the Progressive Service Center closest to the writer’s home in Silver Spring.
Upon arrival a handsome, well dressed, gentleman opened the door and greeted his customer with a broad smile. He offered coffee or a soft drink and took the customer to a comfortable chair and asked for the needed information. Within minutes an intelligent and well-spoken Progressive Claims Adjuster came over and introduced himself as Patrick and explained the process of determining what caused the steering problem and to find out what happened on the March 21, 2016, drive and how it was related to the crash in the snow on February 6, 2016.
As Patrick explained the Progressive process of how to investigate the damage he made it clear that Progressive wanted to repair damage that was related to the collision in the snowstorm without paying for damage to the nearly 10-year-old car that was not related to the February 6th, 2016, collision. It was a logical and fair concern. Having driven the Ford Taurus to many states and cities to cover events over the past half-decade it was certain to have wear and tear from many potholes and unplowed streets. The accident on February 6, 2016, found ice and snow on the residential streets that made driving treacherous and impossible.
Whomever said that all insurance companies are only out to take a customer’s money without providing customer service after an accident; he or she has not been to the Progressive Service Center in Silver Spring. After explaining the process, Patrick allowed the customer to retrieve books, research papers, camera, voice recorders, and materials from the Ford Taurus as he drove a brand new car to the door and opened it for his Progressive customer. He checked the car, which did not have a scratch on it and he explained the keyless features, the computer operations and tried to adjust the seat to fit his 6’6 300-pound client.
The entire process only took 30 minutes and the journalist was enroute to complete another interview. Patrick called almost daily with updates on the progress of the repair to the Ford Taurus and even called to say that when a larger vehicle was available the customer could come in to switch from the smaller car, all covered under his Progressive policy. As the journalist prepared to drive away a young woman asked about the field of journalism today. The writer gave her the advice that Progressive had proven, “Always tell the truth, the whole truth, and nothing but the truth.”
Progressive Auto Insurance gave the customer service that they promised 25 years ago.