I will play it by ear and the horses are already renewed. I never actually had to call Christine about anything though so the customer service for me hadn't been any kind of an issue or selling point. I've only had to "use" horse insurance one time, when Khaki had her colic surgeries, and was pleased with the customer service at that time but it was through another agent and another company.
Being in a whole different kind of insurance profession myself, as well as being a money manager, I would imagine in time, many of Christine's clients will be sticking with her, vs. a company. When I have changed vendors, etc., my clients' loyalty has been to me vs. a brand name (and that's due to good client service).