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I recently had my auto insurance claim settled in my favour and was quite satisfied with that. However, I contacted one of the customer service agents to change the auto claim insurance, I was taken aback by his weird way of replying. I was told by the customer agent 'Madame, you have asked the same questions 3-4 times. I have 12 years of experience and have never been asked so many times." Firstly, clearly I did not know, I am not supposed to ask a question more than one time. Secondly, he might have 12 years of experience (by the way why I need to know anyway) but this was my first time making changes to my auto claim. In order to be 100% right in making my change request, I was a little restrained. In so doing I might have asked a question couple of times. I would expect from a customer service agent to explain clearly the changes and how this affects the rate to remove my doubts rather explaining his own professional profile. In the end, if one is not comfortable with explaining to the customer, 1st do not take such job and 2nd rather than reacting to the gently asked questions by the customer and making the latter feel silly, please transfer the call to another agent who might be more competent in his job.