Agency Matrix

Chris from Choice Insurance (1 Employee)

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!