12.17 Discuss the various ways that Progressive has had an impact on the insurance industry.

Progressive has attained top-tier status in the insurance industry by focusing on innovation. Progressive was the first company to offer drive-in claims service, instalment payment of premiums, and 24/7 customer service. But perhaps Progressive’s most innovative moves involve its channels of distribution. Whereas most insurance companies distribute via intermediary agents or direct-to-consumer methods, Progressive was one of the first to see value in doing both. In the late 1980s, it augmented its agency distribution with a direct 800-number channel.