I am sorry about your issue with O'Brien & Associates. It sounds like it may be a unique and isolated incident. My experience with Kevin has always been some of the best customer service I have ever received in the industry. Trust me, I have had them all whether it be Geico, Allstate, USAA, State Farm, etc. Kevin has always been there and attentive to my needs.
As a matter of fact, something similiar to your case happened to me. I fired off a quick email to Kevin via my cell phone while I was standing at the MVA. A short time later I emailed him again to see how long it would take. He replied back almost immediately that he had faxed it to the MVA within 5 minutes of receiving my first email. Sure enough, I went back up to the counter and the MVA was in receipt of the information needed.
Another case happened this past December when I hit a hurd of deer on Rt 214 which caused extensive damage to my vehicle. Kevin was once again on top of the game in getting me pointed in the right direction. After several days without receiving a phone call from the claims adjustor/estimator, I once again fired off an email to Kevin and wouldn't you know it, within an hour or two I had the man on the phone.
Unfortunately, because my wife is a long-term customer of another insurance carrier, I had to part ways with Erie and my vehicles were placed on her policy. This had nothing to do with the service I had received from Kevin or Erie, it was smart business sense is all.
To this day, if anyone is in need of insurance, I am quick to pass along Kevin's contact information. It has been my experience that he provides quick, HONEST and personal service.