What would make you leave a service provider you've had otherwise good service from for a long time? I'm pricing updated car insurance now that I'm married. My wife was with State Farm but they're far too high for us as a couple. I've been with Geico for 12 years and had generally good experiences and found their rates to be the lowest available. However, the process of trying to get a new quote from them has been discouraging. For simplicity, we initially used their online quoting service, which gave a tremendously low rate. But when I called, they quoted a new rate double the online quote. Now, I've spent several hours on the phone over two weeks, talking to three agents; I've been promised two calls by an underwriter neither of which happened. I've had to reiterate my story each time I call. No one has been able to explain the discrepancy except that I shouldn't actually expect an online quote to be completely accurate. The last agent also informed me I've been overpaying (for a while?) -- if I increase my coverage my rates will drop by 15%! Great news, but why couldn't they have sent me a note that I can have better service and lower rates? One bad phone call is a fluke, but a series of agents unable to answer my questions, a wildly misleading online quoting service, a failure to followup as promised makes me think the company would provide equally poor service should I have to file a claim. Still, I've been a customer for 12 years, have the history established for "accident forgiveness" should I need to file a claim, and they still have the best rates available to me. I need to talk to a supervisor and ask if I just had a run of bad luck with customer reps, or if Geico just sucks now.