Karen is GREAT! Very easy to talk to, and she's very thorough. She will happily answer any and all questions, make sure you truly understand what's going on for your case, and keeps you updated every step of the way. Staff are also very nice as well! She made everything pretty easy for me (mine was a simple case, but still, new to me and I was very nervous), and is just an all around nice person. Thank you, Karen and staff!