PROGRESSIVE GUIDELINES
FORWARDS
-Accidents, crashes, wrecks, clean-up fees
-Recovery
-Tow and winch. (If the invoice is for a breakdown, winch onto the flatbed, and only tow charges can be
paid)
-Glass claims
-Boats in water
-Liens
- Rental- if there is a rental agreement (UHAUL IS DIFFERENT FROM RENTAL AND IT CAN BE PAID)
-NonRoadside
Medical forms
Report cards
Policy cancelation
Policy forms
-Trip interruption for motorhome/RV always forward it.
- Stolen vehicle
- Flat tire due to road debris
- CAPPED (can be found in Profile lookup > ISCAPPED > Y)
- Overages (15 miles threshold for Agero/Progressive Dispatch)
- If the claim falls as a FORWARD case and shows no coverage, the claim still needs to be closed as a
forward case.
- Claim number
- If receipt is marked accident, wrecked, has clean up fees or two flat tires please send as a Forward
case. tire blowouts can cause accidents, including both multi- and single-vehicle crashes
Verification
- unlisted vehicle
- No coverage on DATE OF LOSS
- Policyholder not found in database
- Case needs to have DOL, vehicle info, and policyholder's name before sending to verification.
INTEROFFICE (underwriter) **All claims must have policy
coverage**
-Illegally parked/Tow Zone
- Police tow
- Abandoned vehicle
- Impound/Storage
- Parts and labor
- Charges to make, cut and program a key (Considered as parts and labor)
- Medical Emergency
- Taxi far, Uber fare, LYFT fare unless submitting for a trip on a Motorcycle or Boat trailer
- Repair
- Arrest
- Trip not eligible
- Retow (If tows are on the same date, the receipts can stay on the same case and send to tier2 as an
underwriter case) (If receipts are on different dates, receipts need to be on different cases. Create a new
case for the other receipt)
- Medical Emergency
- EXCESSIVE WINCH AMOUNT (WINCH AMOUNT IS $300 AND UP)
CUSTOMER CARE/WECARE
- Service paid but did not receive
- Complaints
- Disputing miles towed when charged for overages
- Charged twice
- Unsuccessful service
- Cancelled service
- Received different service (example: charged for tow but the service performed was jump-start)
ADDITIONAL NOTES
- Labor at the site of the disablement 1 hr is covered
-Trip interruption
o Disablement must be 100 miles from home
o Need repair order
o Trip is covered while the Vehicle is in the repair shop
o Trip covers 100.00 per day for hotel, 50.00 a day for alternate transportation, 50.00 per
o day for food (tip and alcohol not covered).
o There is a 500.00 limit
o If the trip is for an accident trip can be paid for and forward tow to Progressive
- AAA overage can be paid
- Service calls can be paid
- FSC/FUEL SURCHARGE can be paid
- Charges to disconnect and reconnect the drive shaft can be paid
- Mount and Dismount can be paid
- Duplicate (Check duplicate claims. If it was submitted less than 30 days it does not need to be
resubmitted unless there is new information)
- Remove letters in the policy number when checking coverage for coverage (example: MC1232123)
- Remove the last number on the policy number if coverage does not show.
- A paid receipt must be attached to the claim before sending it to tier 2 or before paying it.
- Check swoop for receipts.
- A police officer calling a tow company to request a service for the customer is not considered a police
tow.
- Gate fees, credit card fees admin fees, Dispatch fees City fees, Notification fees, Environmental fees,
Shop supply fees, Diagnostic fees, FUEL/GAS (THESE CHARGES CAN BE CUT OFF ON THE AMOUNT WE
ARE PAYING THE CUSTOMER)
- The toll fee usually goes over a bridge or on certain roads and can be paid.
