Service and Repair Standards

Service

The Contractor and each Repair Facility will provide Progressive and/or its Claimants with a level of service (in terms of scheduling priority, cycle time and quality) that is equal to or exceeds the level of service that is provided to any other insurance carrier(s) by the Repair Facility.

Repairs

  • The Contractor is obligated to complete all repairs that are necessary to restore the vehicle to its Pre-loss Condition.
  • All such repairs identified on the Estimate, any Supplement, or any Final Estimate, shall be completed in accordance with the Repair Standards.
  • The Contractor will ensure that all subcontracted repairs satisfy these standards.

WebTracker: General Requirements and Compliance

Each Repair Facility will:

  • Have Internet access at its shop facility and must be able to accept and schedule repair orders electronically via the Progressive's Web Tracker system.
  • Login to and check WebTracker at least four times throughout the day to monitor new referrals and activity for that facility.
  • Will enter each WebTracker event onto the WebTracker system.
  • Will further comply with new WebTracker requirements as enhancements or new functionalities become available.

WebTracker: Guidelines for Entering Events

The network shop is responsible for entering all of the events listed below for each vehicle referred to and repaired at the site.

Repair Facility Referral Accepted

Enter this event upon receipt of e-referral

Network Shop:

  • Pull down the estimate
  • Order required parts
  • Confirm the part prices

Service Center Shop:

Once a referral is accepted, the shop will:

  • Pull down the estimate
  • Order required parts
  • Confirm the part prices

At Shop

Enter this event upon arrival of vehicle at repair shop

Network Shop:

  • The shop completes the initial tear down.
  • The claims rep will complete the estimate and obtain a meaningful agreed price with the shop.
  • The claims rep and shop will agree to the ECD.
  • The claims rep will enter the agreed upon ECD into Webtracker.

Service Center Shop:

  • When entering the vehicle as At Shop, the shop will enter the agreed upon ECD.

Supplement Request

Enter this event upon identification of the need for a reinspection

All Shops:

  • This event should be entered as soon as possible, not to exceed 48 hours of At Shop.
  • Shop must specify in the notes the reason for requesting the supplement.

Repair Complete

Enter this event when repairs are completed and the vehicle is ready for delivery

All Shops:

  • This event should not be entered until repairs are fully complete and the vehicle is ready for delivery.

WebTracker: Guidelines for Entering Events for Returned Work

The network shop is responsible for entering the following events for any vehicle that was previously picked up by a customer and is returned to the Progressive Service Center or the network shop due to a valid complaint for a covered repair.

Return Referral Accepted by Shop

Enter this event upon receipt of e-referral

Network Shop:

  • Accept the referral of re-work and pick up the vehicle.

Service Center Shop:

  • Accept the referral of re-work and pick up the vehicle from the service center.

Return At Shop

Enter this event upon arrival of vehicle at repair shop

Network Shop:

  • As soon as the vehicle arrives at the shop the shop should mark the return work at shop and make its repairs a top priority.

Service Center Shop:

  • The shop rep should return immediately to the shop with the vehicle and make its repairs a top priority.
  • The shop will enter the agreed ECD.

Return Repair Completed

Enter this event when repairs are completed and the vehicle is ready for delivery

All Shops:

  • Should be marked when repairs are completed and ready for delivery.

Procedures for the Pick Up and Delivery of Service Center Vehicles

  1. Upon receiving an electronic notice of a Service Center Referral from Progressive, the Repair Facility will accept the Service Center Referral electronically via WebTracker.
  2. Within two hours of accepting the referral, the Repair Facility will pick up the vehicle (including towing, if necessary) from the Progressive facility or other location specified by Progressive.
  3. Download the estimate prior to picking up the vehicle, in order to confirm parts prices and availability.

  4. Upon completing the repairs required in accordance with this Agreement, the Repair Facility will deliver the vehicle to the Progressive facility or other location as Progressive may reasonably specify.

    If the repairs do not pass the inspection of either Progressive or the vehicle owner, the repair facility will:

    • Make arrangements to promptly return the vehicle back to the Repair Facility for any necessary work
    • Deliver the vehicle back to the Progressive facility upon completion of the repairs
  5. No pickup or delivery services will be charged to Progressive or the Claimant, unless otherwise required by Law.

Guidelines for Parts Use and Variation from Estimates

If the estimate (or Supplement) or Final Estimate...

  • Specifies an original equipment manufactured (OEM) part and Contractor desires to substitute a non-OEM part
  • States that a part should be replaced and Contractor desires to repair the existing part instead

Then the Contractor...

  • Will notify Progressive.
  • Will NOT substitute such non-OEM part or repair, rather than replace, the existing part, without Progressive's prior written consent.

Note: Any repairs made pursuant to this Section are subject to Section 6.2 of the Network Shop Agreement.

Quality Assurance Program Minimum Requirements

  • The Contractor will maintain and provide a quality assurance program at each Repair Facility, subject to Progressive's reasonable approval.
  • The QA Program will include quality checks throughout the repair process, including a quality check by the repair facility prior to delivery of the vehicle to the Claimant or Progressive.