Seen in the New Britain Herald:
More than 50 tow trucks and flatbeds, 15 pickup trucks and 15 automobiles rallied together to provide a parade-style demonstration from the Connecticut Expo Center in Hartford to the Progressive Auto Insurance claims center in Newington, proudly displaying signs demanding the right to choose auto body providers and demanding a change in the Progressive claims practice.[.]
With Progressive, [Progressive claims manager] Marinan said customers have the option of completing the repairs themselves or receiving a rental vehicle and allowing a claims specialist to complete their repairs for them. In such situations, however, they sign waivers which allow Progressive to choose where and how the car is repaired.
Marinan said that despite the association’s claims, the center has received feedback from every customer and has seen a 94 percent satisfaction rate.
It’s reasonable that folks would feel resistant towards an insurer requiring a claimant to use only the mechanic or body shop the insurer designates. I have a mechanic and body shop I like and trust, and I’d feel uncomfortable if I weren’t allowed to take my car there if (heaven forbid) I were in an accident. Besides, such restrictions are illegal in Connecticut.
However, I also think that giving your customers the option to take care of the arrangements for you is a nice value-add to the auto insurance product.assuming the work being done is of sufficient quality, and assuming that the claimant isn’t pressured into accepting the option. That it gives the insurer an extra point of contact in which to manage expenses is just gravy.
I wonder how much of the protest is really a desire to protect consumers, and how much of it is simply a reaction to the pressures of competition.