Some people enjoy the privacy and convince  of doing everything online.  Others just don't know where to go, so its just easier to go online to find what they are looking for, but most forget that we are a wealth of knowledge and can help when things aren't going like they should in their opinion. Recently dealt with something similar on P & C side of insurance . My Dad who is a very busy man went online to get auto insurance. He had a claim, and he didn't have anyone to turn to ask for help, so he called me for my advise and I explained that his wasn't an easy claim as he couldn't pin point where he sustained the damage. ( He had taken a trip on interstate that had a lot of roadwork being done and it was something that had effected the suspension.) The claim ultimately was turned down due to that fact, but at least he had better understanding of why it didn't go the way he wanted. He now has an agent in the state that he resides in because he now knows what he gave up by being online. Unfortunately  I believe that is what it is going to take for most people who choose this method to see the value in dealing with a specific person or company.