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Doesn't every company claim to have great agent services and great customer service?
That they do, but I can usually get a good sense of how they work by going through the prompts and hold times. Also talking to the CS people. Same with the claims department.
Sometimes I have found out through my own experience, Oxford and Sentinel Security. I also listen to agent's comments like yours and others, Foresters.
But yeah, companies try to paint a rosey picture.