Abstract

Progressive Corp is the third largest auto insurance company in USA. The caselet outlines the various customer service initiatives that Progressive Corp undertook over the years. These include details of the launch of “Concierge” claims centers and online insurance buying service. The caselet also discusses Progressive Corp’s new insurance quote system launched on a pilot basis that helps in finding optimal price for both the company and the customer.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Auto insurance market in USA
• Customer service initiatives in insurance sector
• Internet as an operational medium in insurance.

Keywords

American Insurance Industry, Auto Insurance, State Farm Insurance Co, Allstate Corp, Progressive Corp, Insurance Comparison Rating Service, 'Immediate Response Vehicle', "Concierge" Claims Centers, Claims Processing, Insurance Quote System, Customer's Driving Behavior, Pricing Strategy