I buy my home and car insurance through the local Farm Bureau Insurance agency.
I know my agents, I do storm damage contracts for the company.
I have had a claim in the last 3 years and the claim was paid within a week.
For my money, being able to call my agent or walk in the door and they call me by name and ask me how's my kids, that means a lot to me and gives me great confidence that they'll take care of me and treat me fairly.
To each his own, I have shopped around but with the multiple policy discounts and clean driving record discounts, they are very competitive and I can't justify switching companies.
Try to shake hands with an on-line representative and see if you ever get to talk to the same person twice.
More than likely that won't ever happen