Progressive Auto Insurance Review

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Progressive Insurance
overall rating
3.9

Our Take 

Progressive offers several auto coverages including liability, comprehensive and collision, and uninsured and underinsured policies. With its range of policy discounts, it's a good choice for customers who want to save money on their premiums. However, the price of a policy can vary depending on the method of quote retrieval and application, and policies may be more expensive than some competitor offerings. 

  • Pros & Cons
  • Key Takeaways
  • Specifications
Pros & Cons
Pros
  • Wide range of policy discounts

  • Lower than average customer complaints

  • 24/7/365 customer support available

Cons
  • Prices may be higher depending on how you purchase

  • Policies can be on the more expensive side

  • Competitors receive higher customer satisfaction ratings

Key Takeaways
  • Progressive was founded in 1937 and has 20.4 million policies in force 
  • New customers save over $700 on average by switching to Progressive
  • A comprehensive customer service portal with chat, email, and phone service available
Specifications
  • Year Founded 1937
  • Types of Coverage Liability, Comprehensive & Collision, Uninsured/Underinsured, Roadside Assistance, as well as others
  • Available Discounts 13
  • Purchasing Options Online and over the phone
  • Customer Service Chat, email, telephone - 1-888-671-4405
  • Official Website https://www.progressive.com/

Pros Explained

  • Wide range of policy discounts: Progressive offers a total of 13 discounts. These range from loyalty-based to driver-based to how you get a quote and purchase coverage.
  • Lower than average customer complaints: The National Association of Insurance Commissioners (NAIC) awarded Progressive a 0.68 complaint score in 2020, bringing it below the average complaint score of 1.0.
  • 24/7/365 customer support available: Progressive offers customer service support 24 hours a day, seven days a week, 365 days a year.

Cons Explained

  • Prices may be higher depending on how you purchase: Because of online discounts and other expenses, prices for the same policy may be different depending on how you purchase. 
  • Policies may be on the more expensive side: Depending on where you live, Progressive may be a more expensive auto insurance option compared to competitors. 
  • Competitors receive higher customer satisfaction ratings: According to J.D. Power’s 2021 U.S. Auto Insurance Study, Texas was the only state or region where Progressive fell into the top three insurance companies based on consumer satisfaction.

Introduction

Progressive, known for its funny spokesperson Flo, is one of the top auto insurers in the country with over 18 million customers. Progressive offers a wide range of policies, including vehicle, property, commercial, and personal coverage. Unique discounts, including the Save with Snapshot, help Progressive stand out among its competitors.

Company Overview

Progressive was founded in 1937 and is headquartered in Mayfield Village, Ohio. This insurer offers coverage in all 50 states and Washington, D.C. It also offers several types of vehicle insurance, including liability, comprehensive & collision, and roadside assistance. 

Types of Coverage

Progressive offers four main types of coverage: liability, comprehensive and collision, uninsured and underinsured motorist, and roadside assistance. 

Liability Coverage

Progressive liability coverage covers property damage and injuries others suffer from your driving. This includes damage to other cars, damage to property (house, mailbox, street sign, guardrail, etc.), injuries to other people, as well as lawsuits and attorney and court fees. While liability insurance is required by nearly every state, the amount you’re required to have varies by state. 

Comprehensive and Collision Coverage

Comprehensive and collision coverage covers both repairs or replacement of a vehicle if you’re in an accident, regardless of who's at fault. However, they are not the same thing. Comprehensive insurance covers events out of your control, such as hitting a deer or a tree branch falling onto your car; collision insurance covers you if you collide with something else (other than an animal), such as backing up into a pole or getting into a fender bender. 

Comprehensive also covers damages due to theft, vandalism, fire, or other acts of nature.

Uninsured and Underinsured Motorist

Uninsured and underinsured insurance covers you if you’re hit by a driver with no or insufficient insurance protection. Specifically, uninsured motorist coverage protects you if you’re hit by a driver with no auto insurance, while underinsured coverage protects you if the driver that hit you doesn’t have enough coverage to pay for damages or injuries they caused. Uninsured and underinsured are offered alongside one another and mandated in most states. 

Roadside Assistance

Progressive’s roadside assistance is 24/7 additional coverage that you can add to your policy. The coverage is offered through Agero, which has 80 million customers nationwide. Roadside assistance covers the following:

  • Vehicle towing: Tow to a location with a 15-mile radius
  • Winching: Pull your car out of mud, snow, water, or sand within 100 feet of the road/highway
  • Battery jump-start: Jumpstart your car on the scene 
  • Fuel delivery: Pays for the cost of fuel as delivery and service is free
  • Battery change on electric cars: Provides a tow to the nearest charging station 
  • Locksmith service: Service provided if keys are lost, stolen, or locked inside the vehicle
  • Flat tire change: Flat replaced for no cost
  • On-scene labor: Provide up to one hour of labor if the car isn’t running

Progressive also offers the following types of insurance: 

  • Medical payments: Pays for medical and funeral expenses, as well as your passengers or family members regardless of fault.
  • Loan/lease payoff: Can cover the difference between what you owe on your car and what it’s worth (up to 25% of the cash value). 
  • Rental car reimbursement: If you're in a covered accident, this coverage will pay for a rental up to the policy limit (typically $40–60 per day) while the vehicle is getting worked on.
  • Custom parts and equipment value: Can cover parts such as stereo or navigation system, custom wheels, or a paint job. 
  • Rideshare coverage: This coverage helps bridge an insurance gap if you're driving for a rideshare company.

Discounts

Progressive has 13 different types of discounts that policyholders can take advantage of. Some of the more popular types include multi-policy, multi-car, safe driver discount, and good student discount.

Loyalty-based Auto Discounts

  • Multi-policy: Having two more policies through Progressive saves an average of 4%. 
  • Multi-car: Having more than one vehicle policy through Progressive saves an average of 4%.
  • Continuous insurance: Switching to Progressive qualifies you for a discount based on how long you were with the past insurer.

Driver-based Auto discounts 

  • Safe driver discount: The safer you drive, the more you can save.
  • Teen driver discount: Discount available for teens on the policy under the age of 18.
  • Good student discount: A full-time student who maintains a B average or better qualifies.
  • Distant student discount: Available for a full-time student that is 22 or under and lives 100 miles away without a vehicle at school.
  • Homeowner discount: If you own a home, and even if not insured through Progressive, it can get you a discount.

Discounts for How You Get Quotes and Coverage:

  • Online quote: Obtaining a quote online, and even if you finish over the phone, you’re eligible.
  • Sign online: Signing online policy documents gives you a discount.
  • Paperless: Opting to go paperless makes you eligible.
  • Pay in full: Paying upfront and in full for a discount. 
  • Automatic payment: Setting up payments automatically earns you a discount.

In addition to these discounts, Progressive offers the Save with Snapshot, also known as usage-based insurance, which allows you to pay based on how much you drive. Depending on your driving, you obtain a discount for participating and then receive a personalized rate after the first year. Customers who use this feature save an average of $146 a year.

You can request a quote online or speak to a representative over the phone to obtain one, but understand that your quote may not exactly reflect your actual insurance costs, depending on how you acquire it or apply for coverage. 

Payment Options

There are several different ways you can pay for your policy at Progressive: 

  • Automatically through a checking account, credit card, or debit card (pay this way and earn the automatic payment discount)
  • Paying upfront and in full (qualifies you for the pay in full discount) 
  • Text message
  • Phone call to 1-800-776-4737
  • Mail
  • Online account

You can pay monthly for your policy but will miss out on the discount you'll receive for paying for your policy in full (which typically covers six months.)

The price of your insurance policy is based on several factors:

  • Whether you’re a teenage driver: Teens may be more likely to get into accidents and are generally more expensive to insure.
  • Age: Typically rates stabilize after teenage years until age 75.
  • How much you use your vehicle: The more you use your car, the more your policy may cost.
  • Whether you have speeding tickets or traffic violations: More tickets equates to higher premiums.
  • If you’ve had at-fault, not-at-fault, or one-car accidents: These also increase your premium.
  • Location: Living in heavily populated urban places increases premiums.
  • What type of coverage you select: Typically, the more coverage you have, the more your policy will cost. 
  • How you pay: The way you pay determines if you’re eligible for a discount.
  • Credit score: Typically, the higher your credit score the lower your premiums.
  • Continuous coverage: If you have no gaps in coverage, you likely will get a lower rate.
  • Vehicle engine size: A V8 engine or greater may mean higher premiums.

Loss Ratio

Progressive has a loss ratio score of 62.29%, which isn't the greatest among companies we looked at. This loss ratio led to a 2 out of 5 rating in our internal study. Given this loss ratio, one might expect Progressive's annual premiums to be lower than competitors. But its annual average premiums are $2,430, with the median annual premium being $1,544. Compared to the competition, Progressive tends to have slightly higher premium costs.

Other Features

Progressive has several other features, including: 

  • Online comparison tool: Compare prices to competitors online.
  • Name Your Price tool: Tell Progressive what your budget allows, and it will show you a range of options.
  • Deductible Savings Bank: Optional coverage that will decrease your policy’s cost every six months.
  • Small accident forgiveness: Rate won’t increase for a claim under $500.
  • Large accident forgiveness: If you have an accident but haven’t had any accidents or violations in the past three years, this insurer won’t raise your rates.
  • Roadside assistance: Roadside assistance covers towing, flat tire changes, fuel delivery, and lock-out services.

Customer Service

Progressive’s customer service provides email, online chat, and 24/7 phone support at 1-888-671-4405. While you can email about your claim/the claim process, roadside assistance, and report fraud/identity theft through the Progressive website, you must be logged in to your account to email with specific questions about your policy. 

Customer Satisfaction 

Progressive has mixed customer satisfaction ratings and reviews. According to the National Association of Insurance Commissioners (NAIC), Progressive has lower than average customer complaints. It also ranked among top insurers on JD Power's recent U.S. Auto Insurance Satisfaction Study, which measures overall customer satisfaction. 

But according to Consumer Affairs, Progressive Auto Insurance has an average rating of just 1.3 out of 5 stars from 86 ratings. It also didn't fare well on Trustpilot, receiving an average of 1.4 out of 5 stars across 168 ratings.

Satisfaction Ratings

Progressive offers online quote and purchasing options, as well as a user-friendly online portal, helping its customers have an easier experience obtaining insurance. According to a 2021 J.D. Power U.S. Auto Insurance Study, Progressive ranked fifth in overall customer satisfaction in California, eighth in the Central region and Florida, fourth in New England and Southwest Region, 10th in New York, seventh in the North Central, Mid-Atlantic, and Northwest region, 14th in the Southeast region, and third in Texas. 

AM Best—which rates companies’ financial strength—has given Progressive a rating of A+ (Superior), only one step down from the highest rating of A++. This rating allows customers to feel confident that Progressive will be able to help them financially if they need to make a claim.

Complaint Index

When reviewing an auto insurance provider, it’s also important to understand how many complaints it has compared to its competitors. The National Association of Insurance Commissioners (NAIC) awarded Progressive a 0.68 complaint score in 2020, bringing it below the average complaint score of 1.0. It had 975 complaints in 2020, down from 1484 in 2019 and 1453 in 2018. 

Account Management

Progressive customers can create an account online and then gain access to their customer portal. Inside the portal, clients can email policy questions and manage their policies, including reviewing their coverage, benefits, payment options, and more. Progressive also offers customer service available 24/7 for those needing support over the phone. 

How Progressive Compares to Other Auto Insurance Companies

Premium costs are an important factor to consider when reviewing auto insurance companies. Out of 25 auto insurance companies ranked from lowest to highest prices, Progressive came in 14th for average annual premium and 11th for median annual premium. 

Compared to other companies operating in the same states, Progressive was most expensive for Alaska, Vermont, and Georgia, and second-most for South Carolina, Hawaii, Minnesota, Ohio, Oregon, and Massachusetts. It was the third most expensive for Colorado, Maine, Nebraska, New Mexico, South Dakota, Kentucky, West Virginia, and Virginia. For all other states, it was ranked less expensive compared to its competitors.

Final Verdict

If you are looking for an auto insurance provider that makes it easy to apply for and obtain insurance online, Progressive is a great option. The number of policies and discounts available make it simple to find a customized option that will save you money. In addition to the discounts, the Name Your Price tool and Save with Snapshot options may allow for further savings. 

Although the company has mixed ratings and reviews, you can contact customer service 24/7 and obtain quotes and apply for and manage your policies online. Progressive isn’t typically the cheapest option for auto insurance, so budget-conscious people may want to avoid them. It does have a strong financial reputation and long-standing history, though, making it a popular choice for some able to look past these downfalls.

Methodology

All of our reviews of auto insurance companies are based on extensive research and analysis of each company’s coverage, customer service, pricing, years in business, accreditation, and more. To rate Progressive and other providers, we developed an auto insurance review methodology that compares the auto insurance coverage types, additional features, discounts, account management, and reported customer experiences to help us provide insights into things like customer service and the strength of each company’s offerings. 

Article Sources

Investopedia requires writers to use primary sources to support their work. These include white papers, government data, original reporting, and interviews with industry experts. We also reference original research from other reputable publishers where appropriate. You can learn more about the standards we follow in producing accurate, unbiased content in our editorial policy .
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  3. Progressive. "Progressive." Accessed Oct. 28, 2021. 

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  7. Progressive. "Car Insurance Cost Factors." Accessed Oct. 28, 2021. 

  8. NAIC. "NAIC Market Share Reports 2018-2020." Accessed Oct. 28, 2021.

  9. Consumer Affairs. "Progressive Insurance." Accessed Oct. 28, 2021. 

  10. Trustpilot. "Progressive Reviews." Accessed Oct. 28, 2021.