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“As far as going direct, it depends on the line of business. When you get into the more complex lines—at least on the property/casualty side—you don’t see [the direct channel], but for the personal lines—particularly personal auto—there is definitely more inclination to go direct.

I don’t foresee eliminating agents completely. We’ve done some Gen Y surveys and one of the things we learned is that while Gen Y wants to research and investigate over the Web, when it comes to purchasing insurance they want to talk with somebody live.

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