They have stripped the agents of almost all feasible retention methods. The allow zero exceptions to underwriting risk guidelines, they have eliminated ASAP and all other escalation areas to fix problems and issues that cause customers to leave, and they are slowly moving most all customer facing assets to India when most Americans frown at dealing with foreigners with something as important as insurance.
There are no longer any grey areas and grey areas are where at least 75% of retentions lay in. This is either being done on purpose for some ludicrous reason or we are in the throws of some of the biggest gross negligence and mismanagement of a corporation top leadership in modern American business.