In my experience a good agent ensures everything is covered properly and if you run into issues they will put you first over whatever company they write for.
When we went cheap we had two claims within a year that were a PIA. One was a totaled truck that took over a year to get paid out and they didn’t want to pay anywhere close to the actual value. The other claim was for a robbery and they didn’t want to cover half of the items stolen/damaged. In the end we cut our losses and reported them to the state for fraud.
I'm not trying to be argumentative here, but that's my job to ensure (or is it insure

) everything is covered properly. Not sure the agent adds much value here. None, or very little, of the claim decision making is in the hands of the agent is my understanding.
I'm not certain what you mean by the second part of that sentence so please expound upon it if possible.
Lastly, every insurance company I've ever dealt with (with agents and directly and only a few claims over 40+ years) never pay a claim commensurate with how I paid my premuims. Never. It's always a low-ball game by them and the higher the dollar amount, the more games they play to delay, deny and defend.
Here's another example of why I'm looking for a new company. My son is a new driver since January. Talked with my soon-to-be ex agent and he said he can safe ~20% if he installs an app on his phone and does a short drive to track his driving habits. I said sounds good send me the details.
First off, any entity or company that's willing to save you money for data is NEVER doing it for your behalf. NEVER.
Anyhoo, he sends me the details of the new driver discount and my son has to drive five (5), two (2) hour sessions for the discount. Stop and think about that as a new driver. What a crock by my soon-to-be ex insurance company and agent.
There have have a couple other agent related issues as well as the over-the-top premium increases recently (with no claims) that makes me changing companies an easy decision.
Eddie