Progressive Insurance Responds on Snapshot

June 2, 2014

By Karen

In March, I told you about driving around with Progressive Insurance’s Snapshot® device in my car, being monitored for 30 days, only to qualify for no discount on car insurance.

I snail-mailed the link to that post to Progressive’s president and CEO, Glenn Renwick. As you might expect, my letter was kicked to the bottom of the org chart to a “consumer relations specialist” I’ll call Susan.

Susan filled a page with boilerplate babble that didn’t address my concerns, which were:

1. Why does Progressive collect information they claim not to need?

2. What does it take to qualify for a discount if driving only about 50 non-rush-hour daylight miles total, a few days a week, doesn’t?

Susan opened with…

I’m writing on behalf of Glenn Renwick… Thank you for your letter and for taking the time to share your concerns.

Off to a great start, addressing my “concerns” with the usual empty corporate yada yada yada.

She went on to non-explain…

When you sign up to test drive our Snapshot® program, we display rapid acceleration in the overview of your driving habits, but it isn’t used in the calculation of your discount. We also don’t factor turns into our calculation.

She utterly failed to address WHY Progressive collects information it doesn’t need.

Finally, she got personal…

Snapshot® considers overall driving habits including miles driven, time of day, and the overall number of hard braking events. We define a hard brake as a decrease in speed of 7 mph/second. You had 25 hard breaking events within the 215 miles you drove during your 30 day trial. Your results didn’t yield a discount in our Snapshot® program. While we encourage our customers and potential customers to try the Snapshot® program, we don’t guarantee a discount.

She failed to acknowledge how seldom and little I drove, and that my braking behavior resulted in my not hitting anything. With Progressive, stopping for ANY reason must constitute bad driving.

She closed with…

I’m sorry for any frustration you’ve experienced… and gave her phone number in case I “have questions.”

“ANY frustration?” Didn’t my letter to the CEO give them a HINT?

This pathetic non-response didn’t resolve anything, and I stand by my belief that Progressive’s discount program is a sham, and anyone would do well to avoid it, if only to dodge the incessant online advertising it generates.


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