'I heard a story last week, but got no details and don't know how true it is.' That seems to make the whole article rather pointless, but... '...there are a l

'I heard a story last week, but got no details and don't know how true it is.' That seems to make the whole article rather pointless, but... '...there are a lot more customer hostile web sites... than most of us like to think about.' We don't think about them because we don't use them more than once, and keep going back to sites which are more pleasant to use. 'This broker is side-stepping business hassles at a cost to his customers, to the detriment of most of the carriers whose products he nominally sells, and to the benefit of the one company that maintains a human interface to his business.' Sounds like the broker is doing his customers a big favour by only working with the supplier who can deliver. As for the others, have they really not noticed that they aren't getting this broker's business?