Your claim, our shining moment
Any insurer can promise great service. But what counts is how it performs when you need it — like after your car's been in an accident or been stolen. That's when a car insurance company proves itself.

Progressive Group has been recognised for its fast and fair car insurance claims service for the past 70 years and has been a leader in online claims management and other innovations to better manage claims for our customers. Our priorities are to get you back on the road quickly and safely, to ensure thorough and careful repairs, and to minimise your inconvenience throughout the process.

Claims as easy as 1-2-3!

1. If you're in an accident, lodge your claim through your Progressive Direct online account, or you can call the Progressive Direct claims service centre if you prefer.
2. If your car has been stolen, report the theft to the police immediately and then contact us online or by phone.
3. We take care of the rest. There's no need to get quotes when you use our preferred repairers — so there are no hassles and no worries. We'll manage your claim and keep you informed throughout the claims process.

Your satisfaction is our priority focus
We stand by our cover, our service, and our fast and safe repairs with our Lifetime Repair Guarantee.

Repair quality guaranteed
When you use one of our preferred repairers, or we have authorised to use the repairer of your choice, the repairs will receive our Lifetime Repair Guarantee — good for the life of your vehicle.

You're back on the road quickly and safely
Nobody wants to part with their car, even for a little while. So when you're looking to have repairs done after an accident, Progressive Direct knows what you need.

You need fast service. You need to trust that the work will be done by trained, responsible professionals. And you need someone to make the process hassle-free.

That's why we encourage you to let us handle the claim from beginning to end, using our network of Progressive Direct Preferred Repairers. This offers you distinct advantages:

• Repairers from our preferred network are experienced with car insurance claims and do what is necessary to ensure the safety and integrity of your vehicle.
• Because of our ongoing relationship with these repairers, our customers receive priority service and have their issues resolved promptly and fairly.
• Repairs done at our preferred repairers are backed by our Lifetime Repair Guarantee.
• You won't need to get additional repair estimates or manage any part of the repair process — that's a lot less work for you!

Your choice
We encourage you to use our preferred repairers. If you have a repairer that you know and trust, you can nominate them for repairs. The choice is yours.

Unlimited access to your policy
Unlimited access is a considerable advantage of managing your car insurance online. No more oversized call centres, no frustrating phone transfers, no closed offices, and no letters cluttering your mail. Just login to your Progressive Direct online account and:

• make an online claim
• adjust your cover
• update your personal information
• access, print documents
• renew or cancel your policy
• even add another car — up to 5 on your policy
• and more!

...all at your convenience.

You can do it all yourself, but remember, you can contact us via the website at any time — day or night, weekday or weekend. A Progressive Direct representative is expertly trained to help and will get back to you promptly via email.

Our ongoing commitment is to provide fast, fair, and better service than the competition. If, however, you're ever dissatisfied with our service, we encourage you to take advantage of our dispute resolution process.

If you are dissatisfied with our service, the cover provided under your policy, or the way we have treated you, we encourage you to take advantage of our dispute resolution process as described below. This process extends not only to you, but also to any party covered under your policy.

If you are not satisfied with anything about your cover or the way we have treated you, please tell us.

Dispute Resolution Process

Firstly, you should email your complaint to Progressive Direct at customersupport@progressivedirect.com.au. If you’ve been dealing with a Progressive representative, contact that person and express your dissatisfaction. Ask them to refer the matter to their manager if they have not done so already. We’ll often be able to resolve the matter to your satisfaction.

If you feel your issue has still not been resolved to your satisfaction, you can email the Progressive Direct Customer Ombudsman at ombudsman@progressivedirect.com.au and request that he or she review your dispute. The Ombudsman will respond to you within 15 working days of receiving your email, unless more time is needed to investigate, in which case, the Ombudsman will contact you to discuss the length of the investigation.

If you disagree with the Progressive Direct Customer Ombudsman's decision, you are entitled to appeal to the Financial Ombudsman Service (FOS) for a review of the Progressive Direct Customer Ombudsman’s decision (so long as you qualify under the FOS eligibility criteria). The FOS is an independent dispute-resolution service. You can contact the service toll-free at 1300 78 08 08 or by email at info@fos.org.au. You can also visit the FOS website at fos.org.au. There is no charge for this service.

You do not have to accept any decision we or the FOS make. You always have the option to seek remedies elsewhere. Any decision the Progressive Direct Customer Ombudsman or the FOS makes is binding on us, provided you accept the decision.

The General Insurance Code of Practice
We're a member of the Insurance Council of Australia (ICA) and have adopted its General Insurance Code of Practice. This code provides information and education about insurance and sets forth standards of customer service and procedures to promote better relations between customers and insurers. It addresses insurance buying, claims handling, catastrophe and disaster response, education, and dispute resolution.

For more information about the code and to receive a copy for your records, go to codeofpractice.com.au.