Constantia Insurance believes in the importance of personal service, and champions the Broker, or middleman, as essential to quality service delivery. This is in strong contrast to a more traditional market that constantly ‘cuts out the middleman’, and instead prefers to go direct. So to demonstrate the importance of personal service (and highlight some of the common flaws and frustrations associated with going direct and cutting out the middleman) a couple of prank calls were made to a popular ‘over the phone’ style insurance company.