Question 1

Does Policy Balance Hub replace my agency management system?

Accepted Answer

No. Policy Balance Hub sits alongside your AMS (Applied Epic, AMS360, HawkSoft, or others) and focuses on what those systems don't do well — premium reconciliation, commission tracking, and trust-account compliance. Your AMS remains the source of truth for policy management.

Question 2

How does the matching engine actually work?

Accepted Answer

The matching engine uses fuzzy comparison on policy numbers, dollar amounts, and transaction dates, combined with carrier-specific rules. It is designed to auto-match the majority of statement lines on the first pass; the remaining exceptions are surfaced for human review with the most likely matches ranked at the top. AI-assisted matching is available on the Professional plan and up.

Question 3

What about chargebacks and policy cancellations?

Accepted Answer

Chargebacks are detected when carrier statements post negative commission lines. The platform ties each chargeback back to the original commission and flags the net effect on your reconciliation so nothing slips through unnoticed.

Question 4

How do I start a free trial of Policy Balance Hub?

Accepted Answer

Sign up for a free 14-day trial — no credit card required. You'll get hands-on access to the platform with up to 100 policies and 3 users. When you're ready, choose a plan and subscribe through Stripe.

Question 5

What features are included in the free trial?

Accepted Answer

The trial includes the platform's core reconciliation, commission tracking, and reporting features for 14 days, with up to 100 policies and 3 users. No credit card is required to start.

Question 6

What happens when my trial expires?

Accepted Answer

Your data is preserved. You can subscribe to any plan to continue. If you do not subscribe, your account moves to the free tier with read-only access until you choose a plan.

Question 7

Can I change plans later?

Accepted Answer

Absolutely. You can upgrade or downgrade your plan at any time. Upgrades take effect immediately and charges are prorated. Downgrades take effect at the start of your next billing cycle.

Question 8

What counts as a policy?

Accepted Answer

A policy is any active insurance policy you are tracking for reconciliation purposes. Expired or cancelled policies do not count toward your limit.

Question 9

Do you offer annual billing?

Accepted Answer

Monthly billing is the standard option today. Annual billing is available on request — contact our team and we'll set it up for your agency.

Question 10

Is my data secure?

Accepted Answer

Yes. We use AES-256 encryption at rest, TLS in transit, PostgreSQL row-level tenant isolation, and MFA support. We are pursuing SOC 2 Type II (target Q3 2026). See our Security page for full details.

Question 11

Where is my agency's data stored, and who can see it?

Accepted Answer

Data is stored in a PostgreSQL database with row-level security enforced at the database layer, so every query is scoped to your agency automatically. Uploaded statements are held in object storage with server-side encryption. Our staff do not browse agency data as a matter of course; support access requires your request.

Question 12

Do you send my client data to AI providers?

Accepted Answer

No. Personally identifiable information — names, addresses, and government identifiers — is stripped by a redaction layer before any text reaches an AI model. The model sees policy numbers, amounts, and dates needed for matching, not your clients' identities.

Question 13

What AMS integrations do you support?

Accepted Answer

You can import policy and producer data from Applied Epic, Vertafore AMS360, and HawkSoft via their standard CSV/XLSX exports. Our import wizard maps each export the first time, and reusable recipes handle recurring imports. These are one-way data imports, not live API connections.

Question 14

How does data get into the platform?

Accepted Answer

Import clients, policies, transactions, and commissions from CSV or Excel using the guided import wizard, which walks you through column mapping the first time. Save the mapping as a reusable recipe so future imports from the same carrier or AMS export run in a single step.

Question 15

Can I bring historical commission data with me?

Accepted Answer

Yes. The import wizard handles back-dated transactions and commissions the same way it handles current ones, so you can load prior months to establish opening balances. Import order matters — clients and carriers first, then policies, then invoices and commissions — and the wizard enforces that for you.

Question 16

What if my carrier's statement layout isn't one you've seen?

Accepted Answer

Map it once in the import wizard and save the mapping as a reusable recipe. Subsequent statements from that carrier import in a single step. There is no per-carrier development work and no waiting on us to add support.

Question 17

What types of carrier statements can Policy Balance Hub process?

Accepted Answer

The platform parses commission and premium statements in PDF, CSV, and Excel formats. Scanned PDFs go through an OCR engine that extracts policy numbers, premium amounts, and commission lines. You can also define per-carrier import recipes to handle non-standard layouts consistently across months.

Question 18

How long does implementation take?

Accepted Answer

Most agencies are reconciling their first month's statements within a few hours of signup. The main one-time setup is mapping each carrier's statement format the first time it's imported.

Question 19

What do I need before I can reconcile my first statement?

Accepted Answer

Two things: your policy and commission-expectation data loaded via the import wizard, and one carrier statement file to reconcile against it. Without expected commissions there is nothing to compare the statement to, so load those first.

Question 20

Do you offer help getting set up?

Accepted Answer

Yes — contact us and we will walk through your first import and carrier mapping with you. There is no separate paid onboarding tier; setup help is included with every plan.

Frequently asked questions

Is this the right tool for my agency?

Pricing and billing

Data and security

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Getting started

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