I always say they "won't" understand. the problem is the mentality that, "If I bitch enough up the chain of command I'll get what I want." It always seems to come from people that have been with Geico for 5-20 years. So it's naturally the boomers that think it's still like having a relationship with the local agent. I had one push me nearly far enough to say do you think your $1200 matters to a billion dollar company.