Daveb,
It's difficult to weigh in on this subject because there are so many variables. I've been an agent for 35 years and I still don't know everything!!! The best I can do is make some observations, offer some suggestions and express my opinion.
Opinions/suggestions.
1. Work with an agent you can talk to face to face. Insist on talking to the agent not the office assistant when you have a coverage question. If the agent is unresponsive, calls back in in more than 24 hrs., seems not to know how to solve the problem...move on.
2. Avoid Internet based brokerages and companies.
3. Find a company that will cover all of your insurance needs and deal with that company and it's agent. Try not to have multiple companies for home,auto,boat,rv, umbrella,rental properties, summer cabin etc. You will then be a client rather than a #. You will save $$$ in the long run and you will be delt with differently than someone who just has one policy.
4. Ask if the company uses independent adjusters or in house adjusters. Independent adjusters are more difficult to deal with. They work on contract and the more $$$ they save the company the more they get paid. Not good for the customer.
5. Read your policy. Not fun but necessary. Highlite what you don't understand and call your agent. You will learn a great deal about your agent in this exchange. If the agent seems to be in hurry or says things like "I'm pretty sure that's covered", or passes you off to a subordinate, beware. Document your conversation and email it to your agent.
6. Do not deal with a company or agent that wants you to call a customer service number for policy assistance. This is becoming very common in the industry and it often results in bad advice. Customer service reps have no vested interest in your business. Agents like them because it keeps them off the phone and on the golf course.
If you own a an SMB you should be willing to spend a little more time understanding your insurance policy. You also have other assets that need adequate protection. Don't cut corners on liability coverage.