Frequently Asked Questions

Company

Who is Progressive?
Who is The Progressive Corporation?
What if I have a complaint?
How can I contact you if you're an online company?

Buying a policy

How do I buy a policy from Progressive?
Do you offer cover notes?
What if I'm GST registered?
Do you offer CTP?
What types of insurance do you offer?
What types of cars do you insure?

Cancelling a policy

Can I cancel a policy and what's the cooling off period?

Claims

How do I make a claim with you?
What repairers do you use?
What if my car needs to be towed?

Drivers

Who is covered to drive my car?
Why do you ask about Household Members?
Do I need to tell you about Learner Drivers?
Do you cover someone on an International Driving Licence?
Is my car covered if someone is test driving it?

Excesses

Do I always pay an excess?
What are your excesses?
Can I increase my excess to pay a lower premium?

Insurance documents

Where do I get a Certificate of Currency?
Can I get copies of Policy Documents?

Managing your policy

What can I actually do with my online account?
What if I have problems with my online account?

No Claims Bonuses/Ratings

Do you offer Rating 1/ Maximum No Claims Bonus protection?
Do I build up a Rating/No Claims Bonus on Third Party insurance only?

Online Security and Privacy

How secure is your site?

Payments

What payment options are there?
How do I renew?
How do I get a tax invoice?

What's covered

Do you cover business use?
Do you cover modifications and accessories?
Do you have Agreed or Market Value cover?
Do you cover natural events like storms, floods and fires?
Do you cover off-road driving?
Do I get a rental car if mine has been stolen?
Do I get a rental car if mine is being repaired?
Do you cover employers' legal liability?
Do you have free windscreen cover?

Company

Who is Progressive?

Progressive is an online focussed motor insurer, new to Australia. We’re different than traditional motor insurers because we give our customers complete access to their policy online so they don't need call centres to buy or manage their policy and do the easy administration. That way they save time, money and reduce the hassles of car insurance without sacrificing any cover.

Progressive Direct Insurance Company ABN: 28 140 389 528, AFSL: 342 902 (Progressive); is regulated by the Australian Prudential Regulatory Authority, and is a wholly owned subsidiary of The Progressive Corporation.

The Progressive Corporation, which began insuring motor vehicles in 1937, is one of the largest motor insurance specialists in the world, insuring over 10 million motor vehicles each year.

Who is The Progressive Corporation?

The Progressive Corporation is a Fortune 500 company listed on the New York Stock Exchange whose group of companies (the "Progressive Group") has been providing motor insurance since 1937. The Progressive Group, with headquarters in Cleveland, Ohio (USA) has over 25,000 employees and insures around 10 million motor vehicles per year.

What if I have a complaint?

We take complaints seriously, so if you are not satisfied with anything about your cover or the way we have treated you, please tell us. Email your complaint to customersupport@progressiveonline.com.au or, if you’ve been dealing with a Progressive representative, contact that person and express your dissatisfaction.

We have a Dispute Resolution Process that is outlined in the Claims and Service section of this website. See the Have a Complaint? section of this site for more detail.

How can I contact you if you're an online company?

We're in the business of providing low cost, high quality car insurance to people who like to transact on the Internet. To keep our costs down we've built a system that enables you to buy and manage your policy totally online. We don’t have call centres for the things you can easily manage yourself online. If you're having difficulty with your policy, we've got live email support and if you need to make a claim, you can do it from your online account or if you prefer, just call our claims service centre.

Buying a policy

How do I buy a policy from Progressive?

You can only buy a policy from us on our website which is available 24/7. We think it adds unnecessary costs to have call centres doing something you can easily do yourself. Start on 'Get a Quote' and follow the instructions through to buying the policy.

Do you offer cover notes?

We don’t offer cover notes. Our policy is to reduce costs, confirm your payments on the spot and get you covered. Your policy is done.

What if I'm GST registered?

If you are GST registered and intend to claim an Input Tax Credit (ITC)% on your insurance, you can set up a policy for GST purposes. If you also have vehicles that are not subject to an ITC% that you want to cover, then you should set up a separate policy.

Do you offer CTP?

We don't offer CTP Insurance. We're just focussed on delivering the best quality, low price online vehicle insurance in the market.

What types of insurance do you offer?

We offer car insurance only. There are three types of cover that we offer: Comprehensive Insurance, Third Party Fire & Theft Insurance and Third Party Property Damage Insurance. There's a lot of detail in an insurance policy. See our PDS here for all the details.

What types of cars do you insure?

We insure most standard cars available in Australia. The vehicles we insure will be available for selection when you get a quote. Some makes and models will not be listed. If a vehicle is not listed, then we don't insure it. In particular we do not insure:

1. Private Imports
2. Vehicles manufactured prior to 1980
3. Vehicles with a carrying capacity greater than 2 tonnes

Cancelling a policy

Can I cancel a policy and what's the cooling off period?

You can cancel a policy anytime from your Progressive online account. We don’t charge any cancellation fees and give you a full refund for the remaining portion of your premium. The law states that you have a cooling off period of 14 days where you can cancel without incurring any penalties. We make that promise 365 days of the year.

Claims

How do I make a claim with you?

To make a claim with us, you can login to your online account from our website and follow the instructions for reporting a claim or you can call our experienced claims team.

What repairers do you use?

Our Progressive Preferred Repairers are a national network of carefully selected motor vehicle body repairers. They offer you distinct advantages:

  • Our repairers are equipped with modern repair technology to ensure the safety and integrity of your vehicle.

  • Because of our relationship with these repairers, you’ll receive prompt service and have issues resolved quickly and fairly.

  • Repairs done at our Preferred Repairers are backed by our Lifetime Repair Guarantee.

  • Using a Progressive Preferred Repairer means less work for you because you won’t need to get additional repair estimates or manage any part of the repair process.

  • What if my car needs to be towed?

    When you’re covered under our Comprehensive or Third Party Fire & Theft Cover, we pay the reasonable cost of towing your vehicle to the nearest repairer or place of safety if it is damaged and cannot be safely driven.

    Drivers

    Who is covered to drive my car?

    As long as they comply with the terms and conditions of our policy, anyone who you've chosen to list as a covered driver is covered to drive. We'll also cover other drivers that you might not have listed as long as they're not a household member or a regular and frequent driver. Anyone that is either a household member or reasonably considered a regular and frequent driver must be listed on your policy.

    Why do you ask about Household Members?

    It's important to remember that if you don't tell us about any Household Member who is legally licenced to drive, they won't be covered by your policy.

    Do I need to tell you about Learner Drivers?

    We need to know about any Household Member of legal driving age so if you have a learner driver in your household, we ask you to list them on your policy in the same way as any household member who is of legal driving age.

    It's important to remember that if you don't tell us about any Household Member of legal driving age or a regular and frequent driver, they won't be covered by your policy.

    Do you cover someone on an International Driving Licence?

    A driver on an international driving licence is covered under the same terms and conditions of the policy as anyone else who is legally licenced to drive on Australia’s roads.

    Is my car covered if someone is test driving it?

    We provide cover if you are selling your car and allowing people to test drive it, but you must accompany them and take reasonable steps to protect your car from damage and theft. Make sure you know who the test driver is (i.e., check valid id) and do not give the car to the potential buyer until you have received the cash proceeds or equivalent.

    See our PDS for more details about exclusions to cover in certain situations.

    Excesses

    Do I always pay an excess?

    You won’t have to pay any excess if, when your vehicle is involved in an accident with another vehicle, we determine that the driver of your vehicle was not in any way at fault. You must, however, be able to give us the name and address of the person who was responsible for the damage and the registration number of his or her vehicle.

    And you won’t have to pay an age, inexperienced driver, or unlisted driver excess if there is a claim for damages to your vehicle and the damage:

  • was caused by theft, storm, flood, fire, or vandalism;

  • occurred while the vehicle was legally parked; or

  • was limited to the vehicle’s windscreen or window glass.

  • What are your excesses?

    We have a Standard excess that applies but you may also have to pay an Age excess if the driver is under 25 or an Inexperienced Driver excess if the driver is 25 or over but has held a driving licence for less than 2 years. There’s also an Unlisted Driver excess if someone other than a listed driver, a household member or a regular and frequent driver was driving at the time of an incident.

    See our PDS for full details of how our excesses work.

    Like prices, excess amounts can change from time to time, so you’ll be able to see the amounts of these excesses when you get a quote or, if you’ve got a policy with us, by logging in to your account.

    Can I increase my excess to pay a lower premium?

    There is a minimum standard excess, but if you have Comprehensive Insurance Cover you may choose to increase your standard excess to certain higher amounts. The amount you choose will affect your premium — the higher the standard excess you choose, the lower your premium will be (but the more you may have to pay toward a claim in the event of a covered incident). The minimum standard excess and the higher amounts that you may choose are listed on our website. The amount you choose will be shown on your current insurance certificate.

    Insurance documents

    Where do I get a Certificate of Currency?

    If your vehicle is under finance, your finance company may sometimes ask for a confirmation that it is adequately insured. They'll also want to be noted as the financier of your vehicle. This is called a Certificate of Currency. If you’re an existing customer and need to obtain one of these, you can do it all online. Just login to your account from our website, click on the link 'Create a Certificate of Currency Document' and follow the prompts.

    Can I get copies of Policy Documents?

    Documents that you might need, like your insurance certificate, can be accessed and downloaded by logging onto your account.

    Managing your policy

    What can I actually do with my online account?

    Progressive has taken online car insurance to a new level. 100% online. Not only can you get quotes and buy online, but once you buy a policy you get an online account where you have total access to your policy. You can make changes, make payments, check your history, retrieve documents and you can even tell us about a claim.

    If you're having difficulty though, we've got live email help and if you'd prefer to speak to us in person about a claim, you can call our claims number anytime.

    What if I have problems with my online account?

    If you have any problems using your online account, you can use our live email support. We'll back that our system is easy to use but if you do run into any trouble, we won’t leave you out in the cold. We'll be there to help you through.

    No Claims Bonuses/Ratings

    Do you offer Rating 1/ Maximum No Claims Bonus protection?

    We don’t offer Rating/NCB protection. Customers pay for it in the end and we think this is just another way that some of the other insurers try and disguise their continuing price increases by making people think they’re getting a good deal when really the good drivers are simply paying for the bad ones.

    Do I build up a Rating/No Claims Bonus on Third Party insurance only?

    Your claim free history on Third Party insurance will help to lower the price we offer if you want to upgrade to Comprehensive Insurance.

    Online Security and Privacy

    How secure is your site?

    Progressive was one of the first insurers in the world to sell car insurance over the Internet back in 1997 and we use our experience and capabilities to provide utmost protection to any information you provide us. All personal information and payments are encrypted using best practice online methods. Please read our Privacy Policy and Website Terms of Use located on our website.

    Payments

    What payment options are there?

    We only accept payments using Visa or Mastercard. That way we can confirm your payment on the spot. It helps us reduce administration costs and we'll pass this on as savings to you.

    You can choose to pay your premiums in one annual lump sum, or when made available to you, set-up monthly payments from your credit card. Monthly payments are not available in all circumstances. You get a discount for paying in one lump sum.

    How do I renew?

    We’ll send you a renewal invitation before your policy is due and for your convenience, we'll automatically deduct your renewal payment from your credit card. It’s another way we keep the costs of administration down and help to make your life a little easier by making sure you don’t forget. You just need to make sure you keep your credit card number up-to-date on your policy.

    How do I get a tax invoice?

    You can login to your policy online to retrieve a tax invoice for any transaction on your policy.

    What's covered

    Do you cover business use?

    We cover some business use but we do not cover the following types of work:

  • Courier

  • Courtesy or demonstration car

  • Racing

  • Paid Driving Instruction

  • Carrying persons or property for compensation or a fee; hire car; limousine; taxi

  • Delivery of food; magazines; newspapers; any other products

  • Emergency services

  • Transportation of dangerous goods

  • See our PDS for other exclusions to vehicle use.

    Do you cover modifications and accessories?

    When you take out Comprehensive or Third Party Fire & Theft cover we automatically cover your vehicle’s standard accessories and modifications made by the manufacturer specifically for your vehicle model, or installed by the motor vehicle dealership as part of the original sale.

    After-market accessories are not covered unless you elect to pay for the Optional Benefit that covers a specified list of after-market accessories up to a maximum of $2,000. When you get a quote, the list of after-market accessories that we cover is clearly explained.

    Please read our PDS for full details of this benefit.

    Do you have Agreed or Market Value cover?

    We insure your car for Agreed Value only. We prefer to provide an amount that’s locked in, so if you’re unlucky enough to make a claim, you won’t also have to negotiate the value of your car if it’s written off.

    During a quote, we firstly tell you the average market value for your car and then give you a limited range (higher or lower) from which you can choose a value. This is the amount that you will be paid in the event of a write-off of that car. You should choose a value within that range that you feel reflects the replacement cost to you of that car and what you feel comfortable with. A higher Agreed Value will result in a higher pay out to you in the event of a write-off claim, but also a higher premium.

    Do you cover natural events like storms, floods and fires?

    We cover, storm (including hail), flood and fire-related damage under our Comprehensive insurance.

    Do you cover off-road driving?

    We treat off-road driving in the same way that we treat normal on-road driving, which means there are certain situations where your policy does not provide cover. See our PDS for details of exclusions to cover.

    Do I get a rental car if mine has been stolen?

    If your vehicle is stolen and you make a claim, we will cover the costs for a hire car for up to 14 days. This is an additional benefit that's free under Comprehensive and Third Party Fire & Theft Insurance.

    Please read our PDS for the full details of this benefit.

    Do I get a rental car if mine is being repaired?

    If your vehicle is Comprehensively insured you can pay extra to get a rental car while yours is being repaired. If your vehicle is damaged due to an incident covered under the policy (excluding theft), we will cover the costs of a rental car for up to 14 days. Please read our PDS for the full details of this optional benefit. Get an easy quote online and see how much this benefit will cost you.

    Do you cover employers' legal liability?

    Your employer or principal is covered under Property Damage Liability if you are using your vehicle in the course of your employment or agency. See our FAQ on business use to find out the types of business uses we do not cover.

    Do you have free windscreen cover?

    You will pay any applicable excesses if your windscreen is replaced. However, we provide a free windscreen repair service. There will be no effect to your Rating/No Claims Bonus and you won’t have to pay any excess for damage to your vehicle’s windscreen or window glass if the windscreen or window glass is repaired rather than replaced.

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    Progressive Direct Insurance Company
    ABN: 28 140 389 528 AFSL: 342 902

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