Progressive Insurance Reviews

Updated August 26, 2014
Updated August 26, 2014
653 Reviews

3.6
653 Reviews
Rating Trends

Recommend to a friend
Approve of CEO
Progressive Insurance President, CEO, and Director; Chairman and CEO, Progressive Casualty Insurance Company Glenn M. Renwick
Glenn M. Renwick
430 Ratings

Review Highlights

Pros
  • Management sensitive to work-life balance and work hard to accommodate each employee's situation (in 45 reviews)

  • Leadership, customer focus, comfortable work environment with lots of amenities (in 56 reviews)


Cons
  • Work /life balance was challenging to maintain due to extensive work schedules (in 24 reviews)

  • The current infatuation is the customer service score of which a "5" is the Holy Grail (in 20 reviews)

More Highlights

180 Employee Reviews Back to all reviews

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  1. 1 person found this helpful  

    Take and take and take

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Claims Generalist
    Current Employee - Claims Generalist

    I have been working at Progressive Insurance full-time for more than a year

    Pros

    Progressive offers a decent salary and most offices are friendly. They provide clear objectives and metrics to measure your performance. The training is excellent. Opportunity to advance rather quickly especially if willing to relocate. Gainshare is nice.

    Cons

    Your job objectives while they are clear are impossible to reach. What starts as a 8 to 5 job quickly becomes 8 to 6:30 and your coming in on weekends. They have no concept of proper staffing. All the money is spent on technology to benefit sales and marketing rather than claims. While the training is excellent it lacks your specific state and office guidelines. As a claims generalist you do one of three things: Get promoted, fired or quit. You also find manager not wanting to take responsibility for their own decisions.

    Advice to ManagementAdvice

    Your turn over is high because no one can reach those objectives for any sustained period of time. While you preach work/life balance you don't have any of it. (work/life balance is basically a joke.) Take responsibility for you decision and staff properly. How often do you really have 100% of the people in the office to take 100% of the claims? (someone is always out sick, getting transferred, on vacation, promoted or quitting)

    Doesn't Recommend
    Positive Outlook
    Disapproves of CEO
  2.  

    Same old Call Center Job

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Underwriter  in  Austin, TX
    Current Employee - Underwriter in Austin, TX

    I have been working at Progressive Insurance full-time for less than a year

    Pros

    Nice people and a good atmosphere with a fair amount of training to prepare you for the job itself. Also has a lot of art around the building to keep your mind occupied.

    Cons

    Tied to the phone as with any call center and having to deal with terrible/stupid customers that will make your 8-10 hours miserable.

    Advice to ManagementAdvice

    Stay the course, the training is good and managers are generally welcoming

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
  3. 1 person found this helpful  

    I got paid well for what I did but felt like a scripted robot with no human empathy.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative  in  Austin, TX
    Former Employee - Customer Service Representative in Austin, TX

    I worked at Progressive Insurance full-time for more than a year

    Pros

    * The pay is the biggest plus, they paid more than other area call centers.

    * You get 10 hours of earned time benefit a month. Good benefits.

    Cons

    * Odd hours. Good schedules are supposed to be given based on seniority but I got declined for my schedule change multiple times over the course of two years while people with less seniority were granted theirs.

    * Promotions in my department were virtually non-existent so you knew that unless you transferred to another department you were always going to be doing the same entry level customer service job that you were hired at. When promotions did come up on rare occasions everyone became very cut-throat to try and get them. I felt that promotions were given to those with the most seniority rather than to the person who was most well qualified to do the job.

    * No decision making authority. Almost every situation has a script and if you deviate from the script your call will be failed when they pull it. There is no decision making authority on your part as a CSR or any room for critical thinking. You just read the script. It's not so bad the first year or so that you do it but there's definitely some burnout that sets in year #2 when customers are yelling at you and they're upset and there's nothing you can do for them so you just read the script. Which leads me to my next point..

    * You become jaded. When I first started, I really cared about each customer and wanted to help them. It would really upset me when I couldn't help them and I took it personally if they didn't like my service. One of my first days on the phone an agent called me a stupid b***h and I cried because I took it personally. After a while, you just can't care about every caller. It's too emotionally taxing to care about every caller with a sob story or every angry customer. People will tell you about how they can't pay their insurance because their wife is in the hospital or they're living on social security or they didn't REALLY deserve that speeding ticket on their record-- and you just can't care about it all. There's nothing you can do to control the price of their insurance. No button you can click to make their rate go down. Your job is to get customers on and off the phone. I didn't like the person that I became who had to pretend to empathize with customers just enough to keep my call ratings high when my supervisors pulled them. I grew a thick skin-- too thick.

    Advice to ManagementAdvice

    Being on the phones is hard work. Management seems to forget that because they've been off the phones so long they're out of touch with our reality. I think a big help would be to either give more promotion opportunities to help CSRs advance beyond that entry level position and do something besides be on the phone, or incorporate processing tasks into CSR's days so they take calls for 6 hours and then do processing work for 2 hrs. Just a 2 hr break off the phone to do something different and break up the monotony would have been a big relief. I also think management needs to spend a minimum of two days a month on the phone so they can see when they make policies what it looks like to enforce them with the customer.

    Doesn't Recommend
    Negative Outlook
    Approves of CEO
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  5.  

    The great place to work

    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at Progressive Insurance full-time

    Pros

    Great place to work. Nice co workers. Good pay

    Cons

    I did not have any cons to comment on

  6. 1 person found this helpful  

    Decent job before the company sold its soul

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative  in  Phoenix, AZ
    Former Employee - Customer Service Representative in Phoenix, AZ

    I worked at Progressive Insurance full-time for more than 5 years

    Pros

    Great way to learn the P&C industry, good product offering, great OT opportunity, above average pay for a call center job.

    Cons

    When the company stopped requiring its service reps to have a P&C license, the quality of service went downhill fast. Management went from a customer-focused mentality to making all employees slaves to the metrics. In the beginning of my career, the company used metrics to locate outliers and then manage those who were in this category. For example, someone with too high of aux time would have their manager work with them to figure out why their aux time was so high (training issue, laziness, lack of understanding of procedures, etc). Near the end of my career, the company changed its attitude to force employees to work toward the metrics. It became a boiler room call center much like the majority of other call centers out there.

    The culture is strongly supportive of pro-liberal causes, most notably support for GLBT causes. This is fine, until you have an employee that does not wish to participate in it. The company sent out "ally cards", where you had to sign the card saying that you would not discriminate against or treat someone badly because of their sexual orientation, and that you would support the agenda of the GLBT community. Those that refused were subject to "constructive termination", where they make you so miserable you want to quit (instead of firing you, where they have to pay unemployment).

    There was also no equal rights on the clothes you wear or the way you decorate your cubicle. Example: I had an African-American coworker that wore a "Negro league" shirt and he was sent home to change it. Yet men were allowed to cross dress and nothing would be said to them.

    Advice to ManagementAdvice

    Get rid of the managers that have outlived their usefulness and have a history of creating a hostile work environment. Most of the supervisors and Level 2 managers are pretty good. There are a few that do not know how to treat subordinates and seem to refuse to learn. The only real way to advance in the company is if you are willing to move to Cleveland, and that is a huge negative to most people.

    Doesn't Recommend
    Negative Outlook
    Approves of CEO
  7.  

    Good company overall; very dependant on supervisor's personality

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative  in  Austin, TX
    Former Employee - Customer Service Representative in Austin, TX

    I worked at Progressive Insurance full-time for more than 3 years

    Pros

    Company has good benefits and fair pay. Casual environment and open culture that allows for individuality and personal expression.

    Cons

    Overall experience is very based on individual supervisor's abilities and attitude. A lack of consistency on supervisors' performance and technical knowledge/ skill-set, makes for an uneven. unbalanced experience for the individual employee.

    Advice to ManagementAdvice

    Better oversite of supervisors' training and development would be helpful in maintaining a more fair and balanced experience for the individual employee. Maintaining an accurate assessment of supervisors' strengths and weaknesses would help ensure the playing field and requirements of each employee would carry across from team to team.

    Recommends
    Neutral Outlook
    Approves of CEO
  8. 1 person found this helpful  

    Too many layers of managers, too many people watching over your shoulder

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Former Employee - Claims Representative  in  Portland, OR
    Former Employee - Claims Representative in Portland, OR

    I worked at Progressive Insurance full-time for more than 8 years

    Pros

    Stable, profitable company. Good opportunities for advancement. Nationwide, so moving to another city is often easy to do.

    Cons

    There are simply too many managers looking over your shoulder. I found it virtually impossible to make a decision or decide on a course of action without some flavor of manager questioning me. Individual initiative and creativity is not valued.

    Advice to ManagementAdvice

    Let your people do the jobs you hire them to do, otherwise you strangle them.

    Doesn't Recommend
    Positive Outlook
    No opinion of CEO
  9. 1 person found this helpful  

    Not bad.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at Progressive Insurance full-time

    Pros

    Progressive is a company with a long-term view when it comes to its employees. They believe in retaining and training existing talent, and it shows in the tenure and committment of their workforce. This is a place to build a career, not for an industry topping paycheck or comp plan.

    Cons

    Progressive is a glass half full or half empty when it comes to technology. As an insurance company, their too-slow and steady approach to adopting new technologies keeps Progressive from being a hotbed of technology growth. Internal tech is seriously outdated--from laptops to mobile workforce capability to collaboration tools--so if you are looking for place to work on leading edge IT initiatives, this isn't it. There is a slowly growing movement towards change, but it will need a swift kick from senior management to produce results.

    Advice to ManagementAdvice

    Recruit more management and front-level employees from tech-centric industries, and listen to them. Be willing to disrupt the 'apple cart' and make bold moves to advance our ability to do business. Be willing to shift technology leaders who haven't been exposed to a wider view of the IT world, and encourage them and the new guard to experiment and fail fast, both in word and in funding. There's lots of value to be had in change, as much as there is in doing so while retaining Progressive's terrific core values and culture.

    Recommends
    Neutral Outlook
    Approves of CEO
  10.  

    Poor Work/Life balance, limited opportunity for advacement

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Claims Generalist  in  Atlanta, GA
    Current Employee - Claims Generalist in Atlanta, GA

    I have been working at Progressive Insurance full-time for more than 3 years

    Pros

    Job Security, Compensation and Benefits, Work Environment

    Cons

    Work Load, Work/Life balance, Limited Opportunity for Advancement

    Recommends
    Neutral Outlook
    No opinion of CEO
  11.  

    Good if you live in Cleveland.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at Progressive Insurance full-time for more than 8 years

    Pros

    Annual profit-sharing program, benefits, training.

    Cons

    Very Cleveland-centric. Promotions for those willing to relocate to Cleveland.

    No opinion of CEO

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