I learned my lesson the hard way....totally abandoned me once she made the sale.

My family's experience as policyholders for 10+ years through Chris Way's American Family office was uneventful: always paid our bills, filed no real claims, bundled everything... we didn't even fuss whenever she'd raise our premium.
Recently, a family member's brand-new car was involved in a freak incident (it was parked on a street unoccupied; another car ran into it and flipped over; the driver fled).
We expected Chris Way, as our insurance agent, to show up and take care of things for us. It turned out she was vacationing, so we had to deal with American Family by phone: total nightmare. One rep would take all our info and details about the incident, then give us another number for an AmFam rep who did a specific task (like 'tow-truck authorization'). We'd call that rep, who made us repeat ALL the info we just gave the other rep. Then AmFam said we had to find a tow-truck operator, hire them, then call AmFam to get an 'auth code'. We asked if they could recommend someone, and were told, "No." The Rep then gave us ANOTHER number for ANOTHER AmFam rep, who handled rental cars.
When Chris Way finally called us days later, we told her about all the hassles (too many to list here), how we were forced to manage the claim process, and that we were glad she'd be running things now.
Chris Way's response? "Oh, no! I don't do claim stuff. I write policies & sell insurance. You deal with that stuff & the guys on the phone'll figure it out."
The worst.