Insurance providers: USAA vs. Progressive
Quick Verdict
USAA is a better choice for military members and those prioritizing customer satisfaction, while Progressive is a solid option for those seeking a strong digital experience and a wider variety of insurance products.
- USAA generally has higher customer satisfaction and military-specific coverage.
- Progressive offers a strong digital experience and a wider range of insurance types including business insurance.
- Both offer competitive premium rates and accident forgiveness.
Key features – Side-by-Side
| Attribute | USAA | Progressive |
|---|---|---|
| Customer Satisfaction Ratings | Generally high, consistently ranks high in J.D. Power studies, NerdWallet: 80/100, The Zebra: 1st for customer service | Mixed, below average in some J.D. Power studies, NAIC Complaint Index score: 2.13, The Zebra's customer survey: 8.54/10 |
| Premium Costs | Often cheaper than the national average, Full coverage car insurance: averages $1,663 per year | About 18 percent lower than the national average, Annual average rate for full coverage car insurance: $1,960 |
| Financial Stability | A++ (Superior) from AM Best | A+ (Superior) from AM Best |
| Digital Accessibility | Manage policies and file claims online or through the USAA Mobile App, website lacks live chat and helpful search | Scored high for trustworthiness, second national insurer in a survey for digital and online experience, scoring 89% |
| Types of Insurance Offered | Auto, Home, Life, Health, Pet, Travel, Special Event, Personal Cyber | Vehicle, Property, Personal, Business |
| Unique Policy Features | Accident Forgiveness, Rideshare Insurance, Military-Specific Coverage | Snapshot program, Accident forgiveness, Deductible Savings Bank, Pet injury coverage |
Overall Comparison
Customer Satisfaction: USAA wins; Premium Costs: Both competitive; Digital Experience: Progressive wins; Military Coverage: USAA wins
Pros and Cons
USAA
Pros:
- High customer satisfaction ratings
- Lower than average premium rates
- Wide range of coverage options
- Availability of bundling options
- 24/7 claims support
- Mobile app for claims and policy management
- Unique policy features like accident forgiveness and rideshare insurance
- Military-specific coverage options
Cons:
- Website lacks a live chat feature
- Website lacks a helpful search function
- Claims processing time can vary
Progressive
Pros:
- Rates are about 18 percent lower than the national average.
- Strong suite of digital policy management tools.
- Offers a variety of discounts, including multi-policy, homeowner, and sign-online discounts.
- Offers a wide range of coverage options, including standard and add-on coverages.
- Helpful and compassionate claims experience (in some cases).
Cons:
- Mixed customer satisfaction ratings.
- Below-average ratings in J.D. Power's auto insurance customer satisfaction studies.
- Below average in J.D. Power's 2024 Auto Claims Satisfaction Study.
- Claims service described as awful, slow, unresponsive, and completely unhelpful (in some cases).
- One review mentions being charged over $100 extra a month without being made aware.
User Experiences and Feedback
USAA
What Users Love
- Easy to report accidents through website or mobile app
- Courteous customer service
- Customers are likely to recommend USAA to friends and family
- Customers are generally satisfied with their purchases
Common Complaints
- Potential for unexpected fees (review policy details)
- Claims processing time can vary, with complex claims taking weeks
Value Perception
- Premium rates are typically lower than the national average
- Offers some of the lowest car insurance rates in the country
User Recommendations
- USAA generally receives high customer satisfaction ratings.
- USAA customers are likely to recommend USAA car insurance to friends and family.
- USAA strives to process claims quickly and offers support throughout the process.
Progressive
What Users Love
- Helpful and compassionate claims experience.
- Strong suite of digital policy management tools.
Common Complaints
- Customer satisfaction ratings are mixed.
- Progressive ranks below average in J.D. Power's 2024 Auto Claims Satisfaction Study.
- Progressive's claims service as awful, slow, unresponsive, and completely unhelpful.
- Charged over $100 extra a month without being made aware.
Value Perception
- Progressive's rates are about 18 percent lower than the national average.
- Progressive offers a wide range of coverage options, including standard and add-on coverages.
User Recommendations
- Progressive is best for people with a clean driving record, drivers with a DUI, and those who may need more than one type of insurance.