Established in 1937, Progressive is a leading car insurer in the U.S.A., known for innovation. They claim the first car insurance policy sold via the Web (1996). Establishing an Australian operation in 2009 meant applying start-up thinking as the brand was not known in Australia. Progressive sells car insurance policies in Australia using only the Web, in line with a value-based marketing approach, as evident in their ads. Service is a key part of Progressive's value proposition and with insurance, the most significant service component occurs at claim time; the moment of truth. Progressive chose to leverage the capabilities of a tried and proven claims service provider, enabling entry to the Australian market without the cost or risk of establishing claims-processing capabilities from scratch. Claims service quality is critical to their approach. Progressive closely monitors service delivery, measuring it using Net Promoter Score® and publishes customers' comments on their website. To learn more about how Progressive successfully entered the Australian market, delivering competitively priced car insurance combined with high-quality claims service, download the case study PDF (800Kb).