In reply to guy Arnold.

As a senior agent driven by the needs and avoiding the price wars, this was refreshing. Business, simplified is meeting needs. I concur with your 'human-element' approach. That's been lost in the "save 500 bucks with us, but we don't know you". My company has claims and service untouchable in the market. The agent over the phone should have no scripts, but rather the education in the product and willingness to be... Human. Nicely put Guy Arnold. I'd like your two cents on my approach. All yours for a read;