Do This/Not That
Take Me To Your Leader
Claims Strategy
Numbers Game
Job Obejectives
100

Don't Do That!

Not promptly acknowledging when the customer has requested contact? This applies to all methods of incoming messages

What is Making Contact?

100

I have 2 children and a dog named Gus. I first started with Progressive in 2004 as a claims rep.

Who is Jim (James) Schuelke?

100

Performance consistently falls short of expectations compared to others or the standard.

What is 'unsuccessful'?

100

The company as a whole's 0-24 Hour Contact % goal

What is >/=70%?

100

Key observation areas: Recorded Statement Observations, File Reviews/CCR, 0-24, VM return, Call to VM %, total # of VM

What is Customer Experience?

200

Do This!

Treating each customer the way they want to be treated.

What is Empathy?

200

Despite my last name, instead of buying an island I would rather buy a mountain ranch with an existing fishery.

Who is CJ Cabana?

200

Creating experiences that give employees and customers reasons to choose and stay with Progressive

What is the Vision Statement?

200

Current Gainshare (as of 2/22/24)

What is 1.8?

200

Observation Areas: File Reviews/CCR, Monthly Inventory Review, Coaching Plans, Intellirisk Observations, Total Loss Document

What is Accuracy?

300

Do This!

Being the expert.

What is Taking Ownership?

300

My first job was as a private banker with Fidelity PLC. I've always wanted a pet panda to go along with my two children.

Who is Charles Onwujuba?

300

We contribute to our success by fostering a diverse, equitable, and inclusive culture and by treating our customers with empathy and respect, while resolving claims accurately, efficiently, and paying the right amount every time.

What is the Mission Statement?

300

% DID to VM

What is </= 40%?

300

Observation Areas: Team meetings, Helping peers, Staying active in virtual environment, Contributing to development of yourself and others, Go into the office 4x per month, Development

What is Team Engagement?

400

Don't Do That!

Not having a plan in place for OOO events.

What is Messages?

400

Don't 'Rain on My Parade!' I have a dog named Maggie, two children, and love to keep it cool in the mountains whenever I can.

Who is Tyler Raines?

400

We treat customers we’re privileged to serve with empathy and respect, fulfilling the promises we make to them.

What is customer experience?

400

Customer Retention Goal

What is 84.40%?

400

Observation Areas: File Reviews/CCR, Inventory Reviews, Intellrisk/Observations, Coaching Plans, Coaching Discussions

What is Efficiency?

500

Don't Do That!

Correspond casually (i.e. not using proper capitalization, incorrect grammar, jargon, etc.)

What is Written Correspondence?

500

This person is quoted saying "The Claims experience—the real moment of truth—is our opportunity to deliver on the promise we make at the start of our relationship with customers and show what Progressive is all about.”

Who is John Murphy, Claim's President?

500

We strengthen our competitive position by paying the right amount every time and through continuous improvement of our process, technology, and execution. Two words.

What is accuracy and efficiency?

500

Current CCR Score

What is 72.80%?

500

By focusing on the ____________ associated with our roles we’re likely to achieve the results to meet our goals.

What are Behaviors?

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