The agent that assisted me was very patient, professional and clear

The agent that assisted me was very patient, professional and clear. I was happy with the on-on-one service. However, I wasn't happy to have to do a call to make a fairly routine change of address or to add a vehicle. If you have an online portal, why not allow most if not all the transactions to be online. You can then just do the final steps in a call if you have to.