Overall great service - call centre agents who can communicate beyond reading a script are amazing!

I have had largely great service from Outsurance but just had an interaction that somewhat soured this. I just had a call with Aadil Osman, who was INCREDIBLY helpful in helping me lodge a claim and explained everything I asked about. 5/5 stars. I then had to update my residential details and was transferred to Tiego, who was incredible but then my call cut off (I ran out of airtime). I called back and asked to speak to Tiego but instead was told by the individual on the line that he could help me. I didn't mind being helped by someone else, but wanted to speak to Tiego; he made such a good impression within a few seconds. The new individual, Thesele, was professional but simply read from a script. I had to ask multiple times for things to please be explained in simple terms (i.e. "what is the implication of this question for my coverage amount?") and I had to ask many times to get a non-scripted answer (after specifically saying I recognise they have to read a script but I please need an explanation in terms other than what the script says...I'm only 37 and not stupid). I am not complaining about Thesele because he was professional and helped me, but I would like to highly compliment Aadil and Tiego for their personable nature and the way they made my call feel like it mattered, instead of just being read a script.