Progressive Insurance recently updated its insurance claims app for iPhones, which now includes a feature allowing customers to report automotive glass damage and upload photos, according to Jeff Sibel, the company’s public relations manager.
The updated app is designed to help customers report the first notice of loss.
“Customers can now start a claim online with our Progressive app,” says Sibel. “A customer can sign in and start a claim for any type of damage, including glass. They can submit photos.”
Through the app a customer locates the closest Progressive Service Center, which is where they can take their vehicle for a damage estimate. The staff at the center selected will call the customer back after all the information has been filled out via the app.
Customers cannot look up automotive glass shops via the app, Sibel points out.
Whether a customer reports an automotive glass claim through the app or by calling Progressive, Sibel says they are dealing directly with the company.
“We always give a choice of where the customer would like their vehicle repaired. We give them the option of taking the vehicle to a Progressive Service Center because repairs are guaranteed there. But certainly if a customer chooses to go somewhere else, they can. By no means do we make them go to any certain shop. I believe we ask them if they have a shop in mind and if not, we’ll recommend one. The recommendation could include Safelite AutoGlass, one of our vendor partners.”
“The customers deal with Progressive directly,” he adds. “We can schedule an appointment for them.”
At a service center, the customer can get a damage appraisal and a rental car. The location’s staff will set up the vehicle repair with an outside repair location. The vehicle will then go out for work and be brought back to the location where the customer can pick it back up once it is fixed.
“Currently, we have 64 service centers nationwide,” Sibel says. “The service center manages the entire claims process for the customer.”
A customer of one Novus franchisee recently tried to use the app to report an automotive glass claim.
“The service center was 60-plus miles away,” says Ginger Owens, the Novus franchisee. “So they had to call it in because they couldn’t select a glass shop on the app. The company let us do the work with no problem, but we thought it would be nice if they could have chosen us on the app [and were not limited to just locating the closest service center].”
“The updated app just came back out for iPhone about a week ago. We hope to have it available for Android soon,” Sibel says.
The app is available through the Apple iTunes store.