Agency Matrix
★★★★★ 2.0 · 1 Review
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Agency Matrix Reviews (1)
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Review Summary
Generated using AI from real user reviews
Agency Matrix represents a significant step backward for users migrating from Insurance Pro, particularly around data handling and workflow efficiency.
The core frustration centers on the migration process itself. The conversion from Insurance Pro failed to transfer coverage information across policies, forcing users to manually re-enter data for every client file—a task one small agency estimates will take six months to complete. The software also lost a critical feature: it no longer pulls coverage data from Acord forms, requiring manual entry where the old system worked automatically. These aren't cosmetic changes; they directly impact daily productivity.
On the positive side, users appreciate the contextual video tutorials embedded in each customer screen, which answer common questions without requiring support. The support team itself earns qualified praise—those who connect with staff find them helpful, though response times have been slow, likely due to the volume of agencies transitioning to the platform.
The overarching complaint is that "upgrade" is a misnomer. Users aren't dealing with added features or improvements but rather lost functionality that made their previous workflows viable. For agencies relying on automated data import, this represents a genuine operational regression.
★★★★★
Monday, August 22, 2022
“We were using Insurance Pro for years and really liked…”
We were using Insurance Pro for years and really liked it, then Zywave decided that we needed to 'upgrade' to Agency Matrix. In my opinion that's not an upgrade but a giant leap backward. First and most disappointing: The conversion from Insurance Pro did NOT bring coverage information on any of the policies, when questioned Zywave said basically that's not going to happen. Unfortunately that means pulling up each file and manually filling in that information. We're a very small agency but I anticipate at least six months to get that accomplished. Another major disappointment: Insurance Pro brought coverage information when we loaded an Acord form, Matrix does not. Instead of simply checking the form now we have to manually enter the coverage information to complete the form. Tech and customer support has been slow, but I would imagine that's more related to switching thousands of agencies to a new program. Most tech support people have been great when you manage to get the call back from them. We do like the fact that each customer screen has a video you can watch to answer most questions related to that particular area, but when that doesn't work and you go to the support website, type in the question you have, and receive hundreds of links - but not the one you were looking for! Our worst mistake: Insurance Pro has been great for years so when Zywave said we needed up upgrade we thought it would be an improvement, signed the paperwork, and waited for the conversion. THEN learned that many of the features of insurance pro did not move over to agency matrix. Next time around we're sure not going to accept 'it's an improved software', we WILL get a demo and check it out beforehand!
