Is Progressive customer service easy to work with?

My husband wants us to switch from State Farm to Progressive, but I'm worried about getting a hold of someone in an emergency and if I'll get good service. Do they have a chat or 24/7 support? Can I do everything online? I like having a local agent, but my husband thinks we'll save way more money by switching to Progressive.

Customer service is an important factor when switching insurance companies, and Progressive tends to receive mixed reviews. At The Zebra, we give Progressive an overall rating of 3.8 out of 5 stars, meaning it's about average based on our data. That said, the company offers broad availability and competitive rates compared to other major insurers — so whether it’s a good fit may depend on your individual priorities.

Like most large insurers, Progressive lets you handle most tasks through their app or website, making it convenient for day-to-day policy management. They also have customer service agents available 24/7 for customer convenience, which is a nice per if something happens outside normal business hours.

According to the 2024 J.D. Power U.S. Auto Insurance Study, Progressive ranked just below average in most regions when it comes to customer satisfaction. However, the company is on solid financial footing: AM Best, which evaluates the financial strength of insurance companies, gives Progressive a top rating — meaning they’re well-positioned to pay out claims when needed. The Better Business Bureau gives Progressive an A grade, though customer reviews on the BBB site average just 1.08 out of 5 stars.

As you research, take reviews and ratings with a grain of salt. People often leave feedback based on extreme experiences — especially negative ones — and some ranking systems can be subjective. That’s why asking friends or family members about their own experiences can be especially useful, especially if they’ve gone through the claims process. In my experience, you get the clearest picture of a company’s customer service once you actually have to file a claim and navigate a stressful situation.

Since you're currently with State Farm, it might be helpful to compare the two companies based on what matters most to you — whether that's price, support, digital tools, or ease of claims. Based on our research, we rate State Farm higher than Progressive in most categories, but that doesn’t necessarily mean Progressive would be a bad experience for you.

If you have any other questions, feel free to ask.