Progressive Insurance will no longer allow customers to drop off and pick up their damaged vehicles at the company’s 68 service locations. Instead, customers will be asked to deal directly with one of the “approved repair facilities” in the Progressive DRP network. This is a step back from one of the collision repair industry’s most aggressive directed repair programs.
Prior to the announcement, Progressive customers had the option of allowing service center employees coordinate the entire repair process by simply dropping off their damaged vehicle. The service centers also offered car rental options.
In a press release announcing the change, the company said:
“In the coming months, Progressive will change the way it uses its Service Center facilities. The company’s 68 Service Centers will stop being a drop-off/pick-up point for customer vehicles. Current shops that support their local Service Centers will be invited to transition to the Progressive network of approved repair facilities. This decision to evolve the Service Centers is in response to shifting customer preferences and fast-paced environmental changes. This evolution will give customers choosing to have their vehicle repairs managed through Progressive the option of dropping off their vehicle at one of nearly 3,000 Progressive approved shops that deliver customer service and repair quality consistent with the Service Center experience.”
The press release went on to say that current service center employees would be offered “claims jobs” and that most services centers would remain open to serve as regional claims centers.