I think the issue is what role, if any, should be played by the agent who sells a policy. If I have a problem arranging a medical test, I don’t expect the doctor to intervene. There is staff to do this. When we had a house leak, a staff assistant reached out to the insurance company, not the agent.
Is to role of an agent just to sell a policy or is it reasonable that s/he also be an advocate when a claim is filed and there is an issue.
Another factor may also be the size of the business selling the policy. A larger insurance broker company may have a staff person assigned to assist with claims.
I’m trying to learn the terrain of this industry which I regularly use but thankfully rarely need. It’s better to understand this before needing help!