TOTALLY agree that business that rely on agent to do customer service, the agent is 100% important to the image & reputation of the business.

Last time I was Allianz customer, with this agent name Mr. D. I got into one accident and wanted to claim insurance, and this agent useless AF! Delay this and that and finally didn't get to claim RM0.01!

After that I change to Prudential. This new agent very helpful (younger fellow), alwys follow up everything nicely for me.

P.S. IM NEVER GOING BACK TO ALLIANZ!!!

So agent very important. but sometimes you really don't know in the beginning, they just want sales so will be very good but after sales service like crap