Yeah, I've never had a rude CS agent when I've called and talked to them - or when I have used the online chat function. I do know that they will/can/may raise the rates based on the accident though. Had that happen in the past with the ex-S.O. when he totaled his care last year.
I did discover in my talk with the insurance yesterday that they determine the value of the car in a new and interesting manner. They look for 5 similar cars that have sold recently within 150 miles, take the average cost and then apply any up (special equipment or additions) or down (prior accidents, excessive mileage) costs specific to my car. So, the "blue book" value really doesn't mean much other than to just have a random number that it might or might not be worth.
Based on the Kelley Blue Book, my car is valued around $3k. I really hope that I get more than that for it.