Hello how may I help you? Can you pull up some information on my insurance policy? Sure thing! May I have your account number please? My account number is 712394 Ok, I've pulled up your policy. What would you like to know about it? How can I change the terms of it? To change the terms of your policy you'll need to make an appointment with your local insurance broker. Ah okay, could you set one up for me? I can't do that but I can provide you your broker's contact info if you'd like. That would be nice, thanks. Your local broker is David Jones. Phone 555-555-5555. Email davidjones@insurance.com