My Intact, was ING, and I think Commercial Union before that.... Used to be handled by a small local office I walked into.
Now it's still an office, but if I call, I get a LONG wait, and a call center.
Same thing happened to my wife's insurance. I had a question about our new home, and it was 30 minutes before I got a human on the phone.
We were both with our insurers a LONG time.
I went with State Farm, (now Desjardins) because Intact won't touch a dirt bike at any cost.
Then I insured the sleds through them, then the A class RV.
If I call, I get the people in the same office I can walk in to.
If they're going to take roughly 5k of my money every year, and ZERO claims for 20+ years, I'll be F'ed if I'm going to sit on hold waiting for them to take my call.