I’ve written about how much I like the customer service provided by Progressive Auto Insurance. Unfortunately, I have to take back all the praise I have thrown their way. I will spare you the details, but suffice it to say my husband had to go to the New York DMV 5 times because we couldn’t get what we needed from Progressive. When I called, I knew more about Progressive’s computer system than the customer service supervisor I spoke with for over an hour. I got a quote from Geico shortly after the DMV fiasco, and ended up getting a better policy for less than half of what we were paying.
Even after hearing Geico commercials about customers saving a ton of money, I didn’t feel the need to switch. In fact, I was a happy Progressive customer for more than nine years, but having cheery customer service reps doesn’t do any good if they’re incompetent.
I feel like this should go without saying, but I’ll say it anyway: You can get people to pay a premium only if the service you provide is top-notch. Sorry, Progressive. Even a friendly face like Flo won’t win us back.