# Agency Matrix Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Agency Matrix the right Insurance solution for you? Explore 104 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 (104) [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 3.6 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.“ November 17, 2025 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 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“ November 17, 2025 GT Greg T V-PresidentInsurance, 11 - 50 employeesUsed the software for: More than 2 years. “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.“ May 28, 2020 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 BL BLANCA L Agent/ OwnerInsurance, Self-employedUsed the software for: More than 2 years. “I have been using Agency Matrix maybe like the past 15 years or more, I was employed and that company was using this system, then I went to work for a different company, they were using a difficult software with many steps just to add a simple information , wasting your time when you need to do it in hurry, so I recommended to switch to Agency Matrix , the difference was big everybody was so happy with the change.“ May 28, 2020 NT Nate T COOInsurance, 2 - 10 employeesUsed the software for: More than 2 years. “wasted a decade of my agency time with this.“ November 17, 2025 ## Showing most helpful reviews Showing 1-25 of 104 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? NT Nate T. COO Insurance Used the software for: 2+ years ### "AVOID No support, No updates , wasteful screen space I've used for 10 years" November 17, 2025 2.0 wasted a decade of my agency time with this. We were better of staying witht he acord only system we had. The new owners DO not support this product and have not made any changes / updates... DONT waster your time Pros it was inexpensive enough to deal with the clunky wasted screen space on the GUI, the lack of anyone on the programming team really knowing SqL server and slow response times. Cons 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. Programming team is sub par at best, no SQL support and very hard to get htem on the phone Alternatives considered [Vertafore AMS360](https://www.capterra.com/p/113472/Vertafore-AMS360/) Reason for choosing Agency Matrix WE skipped Vertafors offering due to the rediculous price tags Switched from [Agency Systems](https://www.capterra.com/p/61775/Agency-Systems/) needed more features and the older system was not keeping up with the new technology. We will likely go back to that 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! 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 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. NT Nate T. Cheif Operating Officer / Agency Principle Insurance Used the software for: 2+ years ### "Not Cloud Based as they claimt, NOT for commercial lines, slow response" May 23, 2019 1.0 We are growing at a rate of + 33% year over Year and we have hung in with the system since 2016 but are SO frustrated with the lack of response we are looking to leave. THe systmen IS not cloud based NO matter what they tell you in marketing literature... If you need Acord forms with signatures this is not the system for you. Buggy overall and the whole thing goes down far to often. Pros Price... till you realize "you get what you pay for" Cons Not for commercial. The GUI (graphical user interface) or the Screen you look at has horrible amounts of wasted space with literally NOTHING on it. a useless "tools" box dominates the "all important" right side of the screen and the accord forms ARE not cloud based. You still need to download the file, stamp your signature and upload to "attachments" meaning they are no longer in the cloud but on your PC (not good if you log in from a computer that is not yours (travel/home). The coding/development team is either overworked or just do not care about the commercial space. If you run a small sweat shop that is heavy personal lines this is ok for you. Don't buy anything above the standard package as none of the bells are worth it. IF the VP of slaes told me no totus ehte "accounting" feature as it is poor. SO we still have to double enter everything into a completly different accounting program. NOT efficient. Review Source LS Laura S. Director Insurance Used the software for: 1-2 years ### "Specialty Agency review " June 2, 2020 5.0 very nice and professional service staff. They want to help us succeed. Pros For our business, we need flexibility. This allows us to build the sections of the insurance process that are most important to us. Cons Difficulty with the accounting/renewal processes. Alternatives considered [Applied Epic](https://www.capterra.com/p/70671/Applied-Epic/) Reason for choosing Agency Matrix price and flexibility Switched from [Applied Epic](https://www.capterra.com/p/70671/Applied-Epic/) price and flexibility Review Source Response from Zywave July 2, 2020 Hi Laura, Thank you for your review. Your feedback is very important to us. We would love the opportunity to address any questions or concerns you may be having with accounting and renewal processes. Can you provide us with additional details about your concerns that will help us resolve any problems you're having? I will have a customer support representative reach out. SH Sharon H. President Insurance Used the software for: 2+ years ### "Love agency matrix" May 28, 2020 5.0 I have been an agency matrix user for over 10 years . It has made being a virtual agency very simple , I would have never imagined this Being able to travel and still take care of your clients because I have to software to access at all times is priceless . I love agency matrix Pros I love the fact that I’d is easy to navigate Cons Well like anything else I hate when the price goes up and they added a new product but it is not always in my budget to get the next best thing Reason for choosing Agency Matrix Price and easy to use Review Source Response from Zywave July 2, 2020 Hi Sharon, Thank you for your review. Your feedback is very important to us. I would like to personally reach out to see if there is anything additional we can do for you. BE Brenda E. Agent Insurance Used the software for: 2+ years ### "Long time Agency Matrix user" June 5, 2020 5.0 Up until the last couple of months everything was working fine but we have had a few issues since the program was updated. Hope I am not making a mistake by sticking with Agency Matrix. Pros I can transfer info from my Applied Rater straight into Agency Matrix so I have all the information transferred when I'm ready for it. Cons Never had any until the change over. Now we are missing some of our customers and stuff does not load as it should Review Source Response from Zywave July 2, 2020 Hi Brenda, Thank you for your review. Your feedback is very important to us. We would love the opportunity to help resolve any questions or concerns you are having. Would you like a technical support representative to reach out? SC Steve C. President Insurance Used the software for: 2+ years ### "Abide Agency Agency Matrix Review" May 28, 2020 5.0 Overall it has served us well. With each update is a new learning curve for staff. I have been using since 2012. Pros Easy to use to impute and find information. Cons Geared for personal lines Agencies and not Agencies that do Commercial. Certificate process needs a lot more work. Fees and Taxes do not stay in totals with any edits to policy details. Text messaging is very minimal for the monthly fee charged. Reason for choosing Agency Matrix Ease of use, Value Review Source Response from Zywave July 2, 2020 Hi Steve, Thank you for your review. Your feedback is very valuable to us. We can assure you that your suggestions have been passed on to our product team. We would like to address any additional concerns you may have. Would you like a customer support representative to reach out to you? JH Jennifer H. Agent Insurance Used the software for: 2+ years ### "Agency Matrix is by far a great CRM" September 27, 2022 5.0 Pros This product is not only easy to use but it makes your work life that much more organized and efficient Cons I wouldn't change a thing, I have never had any problems with the software Review Source AN Amy N. Owner Insurance Used the software for: 2+ years ### "AM Review" June 9, 2020 3.0 I'm ok with Agency. Just ok. Not over the moon. Pros At the time I purchased, the price was very attractive. Cons Using the Acord forms section is MUCH TOO CUMBERSOME. Sometimes you can't edit a certificate you've made in the past week, sometimes you can. the whole thing takes much more time than it should. System seems to go down a lot without any real explaination. Reason for choosing Agency Matrix price Review Source Response from Zywave July 2, 2020 Hi Amy, Thank you for your review. Your feedback is very important to us. Your total product satisfaction is our top priority. We would love the opportunity to address any questions or concerns you have. Would you like a customer support representative to reach out? ME Marcus E. Principal Agent Insurance Used the software for: 2+ years ### "The World At Your Fingertips" September 23, 2022 5.0 No complaints what so ever. Love the amount of information this system can hold and what you can do with it is even better. Knowledge is power. Pros That I can access the information to my customers or all the contact and sign in information on my companies Cons There's almost too much going on. It can be overwhelming at first Review Source GC Grace C. Owner Insurance Used the software for: 2+ years ### "Affordable Management System " June 5, 2020 5.0 It has been great Pros Price and ease of use that came with the product. Aside from this my team found it just as easy and were able to transition quickly to this new system. Cons It has been hard on occasion to get a hold of customer service. Review Source Response from Zywave July 2, 2020 Hi Grace, Thank you for your review. Your feedback is very important to us. If there are any questions or concerns, I can ensure that a customer support representative reaches out to you as soon as possible. Would you like someone to reach out? jT joanne T. co owner Insurance Used the software for: 2+ years ### "Agnecy Matrix review" May 28, 2020 4.0 good experience , although they occasionally have website issue that last longer than we'd like Pros Software is out of date , Agency Matrix is a web based product Cons the font on reports are extremely small and hard to read Reason for choosing Agency Matrix the system is user friendly Review Source Response from Zywave June 30, 2020 Hi Joanne, Thank you for your review of InsurancePro. Your feedback is very important to us. We recommend using the the CTRL + keys on your keyboard to fix this issue. If you have any additional concerns, feel free to let me know. Thank you! MK Michelle K. Vice President Insurance Used the software for: 2+ years ### "Wasn't Impressed" November 12, 2021 3.0 The customer service was terrible. Never was able to talk to someone when i needed help with the system. I moved to a different system this year. Pros The one thing I did like was when typing Certificates the system auto filled almost everything. Cons I thought that the marketing side could have been better. Blast emails really never went through. Review Source SR Stuart R. Owner/Producer Insurance Used the software for: 2+ years ### "Basic" June 9, 2020 3.0 For keeping track of clients and a place to store client's information and documents it is a good product. Pros It is easy to use. Adding clients and information. Cons Not really a con, but it is a basic product at a basic price so there are not that many bells and whistles. Review Source Response from Zywave July 2, 2020 Hi Stuart, Thank you for your review. Your feedback is very important to us. We would like to help you get more out of your product. Would you like to speak to someone to help improve your experience? JIR Juan I R. Owner Insurance Used the software for: 2+ years ### "Agency Matrix" June 2, 2020 4.0 It's fine. Pros The ability to have our clients all in one system. Cons I am not happy that the system logs you out automatically. How can I adjust the time it takes to logout automatically ? Reason for choosing Agency Matrix We needed an agency management system at an affordable price. Review Source Response from Zywave July 2, 2020 Hi Juan, Thank you for your review. Your feedback is very important to us. A technical support representative will reach out as soon as possible to help resolve this issue. BR Ben R. Sales Agent Insurance Used the software for: 2+ years ### "The General" May 28, 2020 5.0 Pros Easy to use and keep the files organized Cons Features sometimes don't work properly. When a software update comes out it will sometimes resets our settings Review Source Response from Zywave July 2, 2020 Hi Ben, Thank you for your review. Your feedback is very important to us. We would love the opportunity to help resolve any issues you are experiencing. Please let me know if I can do anything for you. And thank you again for the five star review! CS Cheryl S. owner Insurance Used the software for: Less than 6 months ### "New User Review" May 28, 2020 4.0 I think it is the management system that will help us maintain & increase clients for our agency. Pros The company has provided excellent support & training. I like the way the system can be customized and is very easy to learn and use. Cons Sometimes key strokes are not responsive. Maybe it's me but I have to hit the key several times. (sometimes) Reason for choosing Agency Matrix Highly recommended by other agents. Switched from [JobBOSS²](https://www.capterra.com/p/219273/JobBOSS/) Nationwide's is going away. Review Source Response from Zywave July 2, 2020 Hi Cheryl, Thank you for your review of Agency Matrix. Your feedback is very important to us. Are you still experiencing the issues with keystrokes? If so, would you like a technical support representative to reach out and try to resolve this issue? DS D'Arcy S. Owner Insurance Used the software for: Less than 6 months ### "My opinions..." May 28, 2020 4.0 I am the wrong person to ask. I had major issues with the company...including them totally deleting my file without my permission and the potential loss of data. I only stayed because 1. I do like the overall product and 2. I have a rep (who was recently terminated) that kept me calm and told me this is not the norm and he worked hard with others to get me up and running again. Pros Functional and fairly easy to use. Do not like the mono chrome buttons now. Likes the colored ones. Easier to figure out exactly what I needed now I have to hover to make sure I am picking the right one. Love the links to the companies. Cons Would love to take payments here vs taking payments on individual companies and having to input payment info twice. Reason for choosing Agency Matrix Staff liked it best. Review Source Response from Zywave July 2, 2020 Hi D'Arcy, Thank you for your review. Your feedback is very important to us. We appreciate your suggestions regarding taking payments in Agency Matrix. 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. Similar Products Featured ## 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.