Out of line call agent that gives customers personal opinions on official statements

The service received from an agent called Treasure was below par to say the least. I have been with MiWay for 9 years and the service I have been getting from the company was outstanding until today. He was logging a claim for me and had the decency to correct my statement of events and argue with me telling me based on his personal opinion which to be honest does not matter and had no right to do that. I don't know if its a matter of lack of training or if Miway just encourages this kind of behavior. I mean if I lost a loved one due to a situation they couldn't control and I'm logging a claim, a Miway agent has no right to tell me that my loved one was not supposed to be in that area to begin with. This is completely out of line and it is not something that an agent should say to a grieving party - for example. My point is the agent who is capturing the claim should not give personal opinions, they should just follow process and do their job. Not give personal opinions on a statement of events that is being taken.