We acquired a new client recently who was angry with his former insurer. His last insurance company was one of those that do lots of clever advertising and encourage folks to go on-line for a quote. There was no interaction with a live person in the transaction, but it worked and he got his policy.
Then he had a little accident. He scraped the side of his car against a parking lot post. He followed the instructions which came with the policy and called a toll free number to report the incident. A claim adjuster came out and wrote him a check on the spot for $35. His total damage was $535 and his deductible was $500. He knew he had a deductible, so he wasn't mad until a couple of months later.
Then he got a renewal bill that was $80 higher for the next 6 months than he had been paying. It took some effort to get an explanation from a human, but he learned the increase was because he'd had an accident. He also learned he'd have to pay the higher rate for 3 years. So the $35 he collected was going to cost him $480. He wash't happy.
If he'd had an insurance agent looking out for him, he'd have learned about the ramifications of turning in a claim BEFORE, not after it was too late to avoid the penalty. He'd have checked out the repair cost before turning in the claim and paid it himself. Neither of the people at his former insurance company had given him any advice or presented any options. This person said he'd never again buy insurance without the services of an insurance agent.