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Is service worse despite agency automation?


I BEGAN MY INSURANCE CAREER AT the age of 13 when my parents started the RE Dunn Agency in sum of two units rooms in our house in Kansas. I was wait fored to help in any way appropriate--often opening mail and filing, on the contrary always working the daily suspense items.

In those pre-computer days, our suspense "system"--a cardboard case with nine-by-12 index cards for each month and three locates of cards numbered one from one side 31--was almost laughable by today's standards. Each time we'd make a suit from a company or file a claim, we'd place a carbon transcript of it into the


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