Intact Insurance Home Insurance Reviews

I had been with ING for years and years and actually had my claim with them. I had a break-in and the adjustor was there within an hour and worked with me to get necessary items quickly. The break-in didn't even leave any shoes or cleaning supplies - they cleaned the place out. A few years later I had a flood from a really quick thaw. All work done quickly and professionally.
Rates went up when they changed to Intact, and I haven't been as happy with the service, but only minor things like trying to get policy information by phone - no claims with them.
However, I do see that all the reviews were very good until 2012, when they dropped like a rocket. What on earth happened? New management?