# Agency Matrix Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Agency Matrix the right Insurance solution for you? Explore 103 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/50949/Agency-Matrix/reviews --- Agency Matrix 3.7 (103) [View alternatives](https://www.capterra.com/p/50949/Agency-Matrix/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Agency Matrix Ease of use 3.7 Customer Service 3.4 ## Pros and Cons in Reviews CC Chris C Owner/ManagerInsurance, Self-employedUsed the software for: 6-12 months. “Tech support and customer service were both great - and that's good because you WILL need tech support!“ April 6, 2023 NT Nate T COOInsurance, 2 - 10 employeesUsed the software for: More than 2 years. “you landing pages and client pages have abunch of wasted real estate due to a failure to move the small "tool box" out of the center right of scree.“ May 27, 2026 MK Michelle K Vice PresidentInsurance, 2 - 10 employeesUsed the software for: More than 2 years. “The one thing I did like was when typing Certificates the system auto filled almost everything.“ November 12, 2021 KM Kaitlyn M Account executiveInsurance, 2 - 10 employeesUsed the software for: More than 2 years. “The slowness when opening attachments, sending emails looked very funny from the system and we never utilized it, turbo rater was awful to use with the system.“ September 25, 2024 BD Brittany D Insurance AgentInsurance, 2 - 10 employeesUsed the software for: 6-12 months. “I also really like the availability of training videos on the site.“ January 19, 2021 NT Nate T COOInsurance, 2 - 10 employeesUsed the software for: More than 2 years. “Programming team is sub par at best, no SQL support and very hard to get htem on the phone“ May 27, 2026 GS Gina S OwnerInsurance, 2 - 10 employeesUsed the software for: More than 2 years. “The support its non existent, you email support nothing - call one one picks up you leave a message and zero - ( I guess thats what the Z in Zywave stands for Zero Support) “ August 29, 2023 ## Showing most helpful reviews Showing 1-25 of 103 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Jorge S. Agency Owner Used the software for: 6-12 months ### "It does downloads and clock in/ clock out features. " January 11, 2018 2.0 Nothing truly special about this software other than the lower priced entry point compared to other management systems and their mobile friendliness isn't very friendly since the software is cut off. If money is not a major concern and you know you will be spending a good chunk of mooney on this type of system anyway, stay away from agency matrix Cons Customer service is horrible. They will ask you to follow the video instructions provided with the software which is bad enough but then to top it off the video's are out of date to the point that you cannot follow them along, so then you email their support team and they either ignore you, provide a false answer or say they will reach out to you but never do that either. Review Source MS Mark S. owner Insurance Used the software for: 1-2 years ### "Current user" June 2, 2020 5.0 It is better than what we had but not as good as what I had hoped for Pros The overall system is fairly easy to use. There are some functions that are user friendly. You would hope that the systems would work much like the usual systems business people are used to in daily business. Cons The fact that the email and custom letter features are not compatible with usual business systems like Outlook or Word makes it difficult. A great deal of repetitive entry. Drop down boxes that do not relate to what you would think multiple entries to get to the system to work. Reason for choosing Agency Matrix I do not recall all the products we looked at. We did look at the ITC product and found it not up to what we wanted Switched from [Agency Advantage](https://www.capterra.com/p/234865/The-Agency-Advantage/) Agency Advantage was not making any improvement that they had promised for years to make and in order for us to really grow we needed a system that was more adaptive to the current time. AM is far better but still has a way to go on both the reporting side and the marketing side. Review Source Response from Zywave July 2, 2020 Hi Mark, Thank you for your review. Your feedback is very important to us. Your feedback about compatibility issues have been passed along to our product team. We would love the opportunity to help resolve any issues you may be having. Would you like a technical support representative to reach out? KM Kaitlyn M. Account executive Insurance Used the software for: 2+ years ### "Leaving Matrix" September 25, 2024 3.0 Not very happy with them. The system slowness of opening attachments, not getting training for certain aspects like commissions or certificates. Had to learn a lot on our own or try to reach out to people. They should have a lot more training up front. Also, price discrepancy when we asked for our data extraction to leave. They want $2500. We were told from another agency they only charged $500. I personally would spend the extra money and go to another platform. Pros I liked that it was web based. The main client screens are easy to understand. Cons The slowness when opening attachments, sending emails looked very funny from the system and we never utilized it, turbo rater was awful to use with the system. Originally, we were told it had Progressive on their rater for Minnesota and they did not. We were lied to. They only had Wisconsin Progressive, not the easiest to do certificates. Not the easiest to do commissions. Also, not a lot of companies downloaded into their system, nor did they download in attachments to client files. Switched from [ECLIPSE](https://www.capterra.com/p/27349/ECLIPSE/) wanted to try out another system that we thought had more capabilities. Review Source AB Annette B. Agent/owner Insurance Used the software for: 2+ years ### "Good Value" June 5, 2020 5.0 When I started my agency , I had experience with several different agency management systems, most were out of my price range as a new startup. I researched several and found Agency Matrix on line. The functions and price fit my needs very well. I have been using them for almost 7 yrs and I am very pleased. I have recommended this system to many of my fellow agents and most have signed up. Pros Easy to use platform, Cloud storage and backup, can access from multiple devises and locations. Cons I have to add products and companies for each carrier. would be nice if I only had to enter a company and products once and be able to add to different carriers /mgas. Alternatives considered [AssetWorks](https://www.capterra.com/p/83309/AMS-Asset-Management/) Reason for choosing Agency Matrix Online platform with cloud backup- not need for onsite server. overall cost Review Source Response from Zywave July 2, 2020 Hi Annette, Thank you for your review.. Your feedback is very important to us. Your concerns have been passed on to our product team. Are there any additional questions or concerns that you might have? If so, we would love the opportunity to address them as soon as possible. Would you like a customer support representative to reach out to you? RH ROBERTA H. Office Manager Insurance Used the software for: 2+ years ### "Best Agency Management we have used!!" June 2, 2020 5.0 Having Agency Matrix as our agency management system for over 5 years has helped us manage things with ease. Out of all the software systems we have used prior to Agency Matrix, this is by far the easiest to use, best value, and the customer service if there is any issue, is always on top of things and resolutions are swift. Pros The ease of use and multiple options available for agency management are awesome. Cons So far, we love all the aspects of the software. Alternatives considered [Jenesis Software](https://www.capterra.com/p/119068/Jenesis-Software/) Reason for choosing Agency Matrix There is really no comparison. Agency Matrix is by far superior to the Jenesis Software in all aspects. We are just glad we had the opportunity to find Agency Matrix when we did and are defiantly 100% satisfied with the service. Review Source Response from Zywave June 24, 2020 Hi Roberta, Thank you for your review! We appreciate your feedback. We are pleased that you are happy with Agency Matrix! Please let us know if we can do anything to help! JB Jacob B. Insurance Agent Insurance Used the software for: 2+ years ### "NOT FOR PROFESSIONALS" March 18, 2024 3.0 In the beginning, Agent Matrix was good and agent-focused. After a few years, ITC purchased the company and the updates/upgrades began. They would roll them out before testing, so agents would suffer features not working, new bugs continuously popping up, and the system being down for hours and sometimes days. Then, in 2022/2023, Zywave bought ITC and their companies. That's when the outages stopped, but the upgrades/updates became so much more frequent, and they no longer care about their clients or the business of their clients. For example, today is 03/18/24, and this morning, we received a message from Zywave that the system will be offline on 3/19/24 from 11am-3pm. ON A TUESDAY IN THE MIDDLE OF THE DAY! There's no way to run an agency when you are at the mercy of a company that doesn't answer to their actions but makes sure to call you ONLY when your payment doesn't go through. Pros The system is cloud-based and works fast compared to our old system. Cons No customer service no management to speak with, ever constantly going down constantly under maintenance perform maintenance in the middle of the workday Reason for choosing Agency Matrix They were reasonably priced, and they offered a great upgrade based on what we previously had. Switched from [Agency Advantage](https://www.capterra.com/p/234865/The-Agency-Advantage/) Agency Advantage was very slow and not cloud-based. We made the switch around 2014/2015 Review Source AB Allegra B. Executive Assistant Insurance Used the software for: 2+ years ### "You get what you pay for" September 15, 2021 3.0 The amount of money we pay monthly is appropriate to the overall experience we get with Agency Matrix. Their customer service is average, the quality of the application is average, and variety of different functions it serves is average. If you are looking to be AMAZED by an agency management system, then try something else. But, if you have some employees who cannot handle complex software and you have other supporting software for things like electronic signature requests, document generation like declarations and id cards, and file storage, then you will really like Agency Matrix's stripped-down approach to doing a good job of simply housing your clients profile information and policies at a really affordable price. Pros The monthly cost of Agency Matrix is less than half of that for other agency management systems. Our team had little problem learning how to use the system after only a few basic training sessions. Cons Every update they have done has led to serious system outages, glitches, and causing tasks to take 2x to 5x longer because it is so slow or makes you have to redo them over and over. There are many times that our agents have posted notes in the system one day, and then they are not there the next. The last update made it so downloads timed out after each individual one (a 5-10 minute task of reconciling downloads took about 2-3 hours). Alternatives considered [Vertafore AMS360](https://www.capterra.com/p/113472/Vertafore-AMS360/)[EZLynx](https://www.capterra.com/p/102928/EZLynx/) Reason for choosing Agency Matrix Ultimately, we were an agency that did not need a lot of bells and whistles at the time we purchased Agency Matrix. It was the most cost efficient option out there and really had all of the basic functions that we needed. Even though our agency has grown, we have simply purchased other software to perform any additional functions. Review Source GT Greg T. V-President Insurance Used the software for: 2+ years ### "The importance of good communication" May 28, 2020 3.0 Many of the features in Matrix do not fully function, DocMatrix is one we have been trying to get working for 6 months now with no timetable for completion. Our website lead generator is a project we have been working on for 15 months and may be completed soon. These are functionalities that were presented to us by the Matrix team and then it just disappears off thier calendars. Pros I have been using the system for over 5 years and like the compared to other systems out in the market. The videos in most cases allow you to setup your agency in a long weekend and minor tweaks afterwards to fully take advantage of the system. Cons Most companies fail because of a lack of good communication. Matrix has made a habit of making changes without letting the end user know what they are changing and how it will affect this business until it has already happened. Yesterday was a perfect example, the intergration with 1 or 2 finance companies completly disabled all 2700 of my financed accounts from taking payments. We were told by 3 people they would call back before the end of the day, that did not happen. We found a work around but it had a major inpact on our agency with no notice. Reason for choosing Agency Matrix I choose Matrix because in the begining, \[SENSITIVE CONTENT HIDDEN\] was avaliable and things that were promised got done, recently that follow through seems to be lacking. I put on the Nationwide agents Facebook page in 2018 when they announced agents needed to find a management system that Matrix should be considered. I wonder if they have grown to fast and forgotten why people like me made that reccomendation. Switched from [HawkSoft CMS](https://www.capterra.com/p/79412/HawkSoft-CMS/) Thier system was not user friendly and many of the add benefits they offer did not intergrate as easly as they promised. Review Source Response from Zywave June 8, 2020 Hi Greg, Thank you for your review of Agency Matrix. Your feedback is very important to us. We understand that it can be frustrating when a change in a platform can affect your day-to-day operations. We apologize for the inconvenience. Can we be of any further assistance? If so, please let us know. SP Staci P. owner Insurance Used the software for: 2+ years ### "Always improving" May 28, 2020 4.0 My experience is great. They do listen and want to make the system better. Pros I started when they were very new. There are a lot added options for those who have the time to figure it out. All information is where I need it. I like to automated emails I can send for renewals. Cons There are too many options. I don't have the time to learn everything about the system. Alternatives considered [HawkSoft CMS](https://www.capterra.com/p/79412/HawkSoft-CMS/) Reason for choosing Agency Matrix At the time it was pricing. They had not started doing downloads yet which was ok with me because I really only had two companies. Review Source Response from Zywave July 2, 2020 Hi Staci, Thank you for your review. Your feedback is very important to us. We would love the opportunity to assist you with further training or customer support. Please let me know if you would like either a training specialist or a customer support representative to reach out. MV Mark V. IT Insurance Used the software for: Less than 6 months ### "NON-Existent Customer Support, Impossible to Setup, Lost My existing Database and we are only able to leave a message for support" November 2, 2023 1.0 Pros We were literally sold a bag of goods from \[sensitive content hidden\] saying that our existing agency management software was being "sunsetted" and we will no longer have access to our own client base. The price was TRIPLE what we were paying but felt pressured into switching, literally being told "we will shut it down and you will not have access to your client base after the first of the year". Cons We had a 30 minute call from \[sensitive content hidden\] who identified herself as being "our Project Manager" and explained the process and would "be with you from start to finish to make sure you are online". We have not heard back from her again, called the company who said we "needed to speak with your project manager", left countless messages, sent countless emails....all UNRETURNED. Review Source rA ramon A. Agency Owner Insurance Used the software for: Less than 6 months ### "Agency Matrix is crucial to growth" May 29, 2020 5.0 So far exceeded expectations. Almost made a mistake buying a different product that was offering all but delivering nothing except an expensive 2-3 months. Luckily I was able to extract myself and get Agency Matrix. Pros Agency Matrix has been around for a few years. I had been very loyal to prior product but it became clear it was not keeping up with new technology. The new product, while a bit pricey, it is more technologically advanced and comes with training and training videos. Very intuitive. Cons Some imbedded products are best to use outside sources, like the texting and telephony option. Alternatives considered [AMP](https://www.capterra.com/p/140280/AMP/)[HawkSoft CMS](https://www.capterra.com/p/79412/HawkSoft-CMS/) Reason for choosing Agency Matrix Hawksoft too expensive by far. AMP could not deliver any service yet charged 2-3 months. Review Source Response from Zywave June 3, 2020 Thank you Ramon for the kind words! We are happy that you have enjoyed Agency Matrix and that our agency management system has helped your agency. LA Leslie A. Office Administrator Insurance Used the software for: 2+ years ### "If it works, why fix it?" May 28, 2020 5.0 It has been great fun learning all the different functions of the software. We are not using but maybe 50% if that, of the capabilities but it is too consuming to take the time to learn things. We are busy. Pros I like that everything is on one page per client. I also like that there are videos to teach an individual how to use the software. But...who has time for videos? Not me. Cons The reports are not as easy to work up as you would think. It is not easy to break down what you want or to separate when trying to do a report and print tasks. Review Source Response from Zywave July 2, 2020 Hi Leslie, Thank you for your review! Your feedback is very important to us. We are pleased to see that you appreciate our training videos. Would you like a customer support representative to reach out to address any questions you might have with the reporting? WD William D. Owner Insurance Used the software for: 2+ years ### "Dependability" June 5, 2020 4.0 It is great when it is working Pros Management system. The ease of use. Friendly to use. Cons Site goes down to often. Upgrades to system do not always make things better. The upgrade for agency financing was a nightmare & creates more work for the agency. This just made our job harder. Reason for choosing Agency Matrix Price Review Source Response from Zywave July 2, 2020 Hi William, Thank you for your review. Your feedback is very important to us. We would like to help you resolve any issues you may be experiencing with the new update and finance center. We would also like to pass along your suggestions to our product team to help improve the product. Can you let us know what you would like to see improved with the finance center? Also, would you like a technical support representative to reach out to address any concerns you may have? JS Jenny S. office manager Insurance Used the software for: 2+ years ### "Easy for a Small Business " June 9, 2020 4.0 Great customer service and very affordable Pros Ease of use and the instinctive nature of the setup Cons A few more customization options for policy types and features would be nice Review Source Response from Zywave July 2, 2020 Hi Jenny, Thank you for your review. Your feedback is very important to us. We appreciate your suggestions and your feedback has been passed along to our product team. We would love the opportunity to address any additional questions or concerns you may have. Please let me know how I can be of assistance. JV Joseph V. President Insurance Used the software for: 1-2 years ### "Agency Matrix" May 28, 2020 4.0 Pros I like how you can configure the software to your needs. Wish it could be more customizable to really be tailored to what my companies needs are. The email automation is a cool feature. Cons Wish it could be more customizable to really be tailored to what my companies needs are. Adding Ins companies could be more streamline. It has a lot of features that are not usable or were programmed for bigger companies and mean nothing to me. Had issues in the beginning, they forgot to schedule additional training on features. Had to hunt them down to get it done. Review Source Response from Zywave July 2, 2020 Hi Joseph, Thank you for your review of InsurancePro. Your feedback is very important to us. Do you think you benefit from any additional training? If so, I would be happy to set that up for you. Please let us know if you need anything else. SR Stephen R. Owner Insurance Used the software for: 2+ years ### "Not worth the problems" May 28, 2020 1.0 It was a very good program until ITC made changes that now makes me scream. Pros I like the ease of use and customer support prior to ITC Cons ITC has made changes that makes the program not worth the cost savings. I am presently looking into other software providers. Reason for choosing Agency Matrix Cost and the ease of use Review Source Response from Zywave June 8, 2020 Hi Stephen, We appreciate you taking the time to provide us with a review of Agency Matrix. Your feedback is very important to us. We would like the opportunity to address any concerns you may have with your product. A customer service representative will be reaching out to you soon. LT LESLIE T. owner Insurance Used the software for: 2+ years ### "GREAT AGENCY MANAGEMENT SYSTEM" June 9, 2020 5.0 I have used Agency Matrix for about 10 years. I am pleased with the overall design and ease of the product. I am also pleased with the updates they provide as they integrate new ideas making their product even better. Pros I most like the ease of end of day summaries and consolidating the payments with the bank. Cons I have not found anything i don't like about the product Review Source Response from Zywave June 24, 2020 Hi Leslie, Thank you for your review! We appreciate your feedback and we are proud to have had you as a client for over 10 years! We are pleased that you are happy with Agency Matrix and look forward to many more years of business. Please let us know if we can do anything to help! CG Cindy G. Owner Insurance Used the software for: 2+ years ### "Easy to use, very efficient " June 3, 2020 5.0 I’ve used this software for about 5 years now, with previous employers and now as an independent agent its the first software i purchased. Pros Very useful to store customer’s info. Very useful to keep track of our accounting as well. Use this product daily. Cons Currently have the Gold package features I work with are very easy to work with. For now everything is great Review Source Response from Zywave June 24, 2020 Hi Cindy, Thank you for your review! We appreciate your feedback. We are pleased that you are happy with Agency Matrix! Please let us know if we can do anything to help! BE Brannon E. Owner Insurance Used the software for: 1-2 years ### " Need work. " May 28, 2020 3.0 Functionality has always been good, since the buy out it has been horrible and I no longer want to use the software or the company. Currently looking for a new CRM just because the support level is zero. Pros I like the amount of features that can be utilized inside the software. I like that it’s pretty easy to navigate. Cons Understanding the features. A lot of the features are overwhelming and do not understand what the workflow is or how to best use the system. Review Source Response from Zywave June 8, 2020 Hi Brannon, Thank you for your review of Agency Matrix, Your feedback is very important to us. Would you like to receive additional training on the system? If so, please let us know and we will ensure this is accomplished. DT DIANA T. AGENT Insurance Used the software for: 2+ years ### "STRESS -FREE MANAGING SYSTEM" June 5, 2020 5.0 GREAT FOR ANY BUSINESS, TO MANAGE REPORTS AND EACH CUSTOMER, ALLOWS YOU TO ADD DETAILS AND ID CARDS FOR CUSTOMERS, GREAT SYSTEM Pros YOU CAN MANAGE ALL CANCELLING DUE DATES BEFORE THEY EXPIRE, AND SEND OUT THANK YOU NOTES TO ALL CUSTOMERS IN ONE SIMPLE CLICK Cons I HAVE NOT FOUND ANY FEATURES THAT I DONT LIKE Review Source Response from Zywave June 24, 2020 Hi Diana, Thank you for your review! We appreciate your feedback. We are pleased that you are happy with Agency Matrix! Please let us know if we can do anything to help! DU Dustin U. owner Insurance Used the software for: 2+ years ### "Matrix review" June 2, 2020 4.0 Pros intuitive customer bridge, editing and attachments functions. Good reports. Cons inability to purchase certain services a la cart without having to upgrade the whole thing. Review Source Response from Zywave June 30, 2020 Hi Dustin, Thank you for your review of Agency Matrix. Your feedback is very important to us. We are pleased to see that you are happy with our reporting system. Your suggestions have been passed on to our product team. Thank you again for your feedback! We cannot improve without it. RE Rodolfo E. Owner Insurance Used the software for: 1-2 years ### "I need specific training or guides. " June 9, 2020 5.0 Overall the basic functions needed get done. Pros The easy of imputing Information is great. Retrieving the information is not as easy. Cons I think most people would be happy with this product if support for specific services. For example accounting, commissions, reports after about six months it would be great. Reason for choosing Agency Matrix Price. Review Source Response from Zywave July 2, 2020 Hi Rodolfo, Thank you for your review. Your feedback is very important to us. We can certainly make some additional training happen for accounting, commissions, and reports. Would like representative to reach out? GD George D. Adminstration Manager Insurance Used the software for: 2+ years ### "GIA" October 30, 2020 5.0 Price keeps increasing Pros Able to keep up with my clients and polices and other Cons Takes up too much time when you have to do Manual data entry Reason for choosing Agency Matrix At the time price was good Review Source Response from Zywave November 4, 2020 Hi George, Thank you for taking the time to review Agency Matrix. We really appreciate your feedback and your rating of five stars. If there is anything I can do to help you now or please let me know in the future. DB Donna B. Office Manager/Agent Insurance Used the software for: 1-2 years ### "Office Manager/Agent" June 8, 2020 5.0 \[SENSITIVE CONTENT HIDDEN\], our trainer, was wonderful. Our transition was slow, but she was patient and super helpful. Any time I have had to call for support, everyone has been very helpful and courteous. Pros Ability to keep all customer data, accounting, commissions in one program and variety of reports and correspondence options. Cons No real cons once we got everyone trained. Review Source Response from Zywave June 24, 2020 Hi Donna, Thank you for your review! We appreciate your feedback. We are pleased that you are happy with Agency Matrix! Please let us know if we can do anything to help! OV Orlando V. Agent Automotive Used the software for: 1-2 years ### "The best investment to streamline our work" May 31, 2020 5.0 Pros We all like Agency Matrix, it is a very useful tool for our work Cons Regarding the last update, I don't like that the program closes very quickly, it should have more time online Review Source Response from Zywave July 2, 2020 Hi Orlando, Thank you for your review. Your feedback is very important to us. We are happy to hear that you are enjoying Agency Matrix. As for the program closing quickly, we believe this is something we can help you out with. Would you like a technical support representative to reach out to help resolve this issue? Similar Products Featured ## Related categories [Insurance](https://www.capterra.com/insurance-agency-software/) ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.