Progressive Concierge Claims Centers

To enhance their customer service experience, Progressive Auto Insurance developed a drive-up Claim Center program, where accidents and claims are processed in a one-stop shop. The customer brings their damaged vehicle to the Claim Center where they are issued a loaner vehicle. The damaged vehicle is assessed on-site by Progressive estimators, transported off-site for repairs by a contract body shop and returned to the Claim Center, where it is re-inspected for quality control, cleaned in the on-site wash bay and returned to the customer.

Richard L. Bowen + Associates (RLB+A) was retained by Progressive to redesign their prototype Claim Center to increase efficiency and improve the customer experience. Following a substantial redesign of the prototype, Progressive utilized RLB+A as the Site-Adapt Architect. Each Claim Center has the following features, all of which vary depending upon market demands:

Drive-through Drop-Off and Pick-Up canopies
Lobby with Customer Service Representative stations
Administrative Office Area
Inspection Bay Area anging from 6 to 18 inspection bays
On-site parking for customers and rental/damaged/repaired vehicles