When you call the customer service phone number for Progressive Insurance, you're greeted by an automated message system. The system is voice-activated and presents the caller with a Spanish language option, which is great for accessibility.
While I'm sure many individuals prefer voice-activated message systems, I firmly don't. In my experience, they rarely work well and tend to be extremely frustrating. Being able to use the keypad to make selections is significantly easier and more straightforward, at least for me personally.
Often, a voice-activated message system will offer a keypad option as well; Progressive's does not. If you don't say anything, the system will ask you to speak again. If you again don't say anything, the system once again asks you to speak up or try again and warns that if you don't, it will terminate the call. After the third cycle, Progressive hangs up on you.
In my opinion, companies do themselves a disservice when they automatically terminate customer service calls. Of course, this is because customers' issues are unable to be adequately resolved, but also because it just doesn't give the most respectful impression. As a customer, it gives the impression Progressive doesn't care enough to make an effort and would rather not be bothered. As long as they get their money, they don't care about whatever issues you have. You know what I mean?
I wasn't able to use the voice activation feature because one of my dogs is special needs and is on the noisy side. For whatever reason, voice-activated systems always seem to pick up his goofy grumbles better than my clear voice right next to the receiver, and it's exhausting (the grumbles are very cute, though).
Long story short, I wasn't able to get through to a representative and instead utilized Progressive's website. Thankfully, they have both a chat feature and an email option on their website; I chose the chat feature and was pleasantly surprised by the representative I interacted with. She was great.