Vertafore Reviews 78

We have been a customer from Agena, AMS360, AFW and now core. While their product has been fine, their shady dealings with billing are very troublesome. Last year, we tried to get them to cancel the PL rater, which is not accurate, for 3 months. We finally got their attention when we told them we were leaving. They gave us a bill credit for the months they continued to charge us. At the same time, we negotiated a new contract with them. In January, 2020, we received a billed for an extra $ 1800 for a rater. We called to inquire and were told we have the CL rater and have never used no known we had it. Called and talked to CL rater c/s and she noted that we had not had a update in 5 years and transferred us to our sales rep/ Ian. He immediately handed it off to Kelly. We did not hear from them for a couple weeks. They informed us that since we had paid(ACH) it was a contract and we were stuck. We would get the invoice after we paid already. However, they were sending the invoice to the wrong email that we had corrected to a new address 4 years ago.(We have proof). We also sent them our contract from last year that stated all services for $ 1850 per month, no cl rater listed anywhere. We persisted that they owed us 5 years of back money or show us a contract we signed for that service. They can't provide us the contract, as it is evident we never had one. We are continuing to work with them. They have finally canceled the service, and are giving us 2019 $ back via a credit. However, I've demanded to be taken off of ACH and want a statement in writing and a bill showing the credits being applied.

So, my two cents. While they have a decent product and adequate technical support, their sales and accounting teams are very shady. Watch your bill; every month, they will add items and feed you weren't aware of. They will put a service on you without asking. The salesman will call and try to "sale a salesman" like we are a fool.

We will be changing when our current contract is up.

COMPANY IS INTERESTED IN BUILDING SALES AND SELLING
VERY POOR CUSTOMER SERVICE. I WOULD HAVE GIVEN 0
STARS HOWEVER NO OPTION.WE WILL TAKE THEIR PERFORMANCE AND SUPPLY TO AS MANY INSURANCE
COMPANIES AS POSSIBE

NIGHTMARE COMPANY, LIES + NO HELP. STAY AWAY AT ALL COST. We reached out to Vertafore because we were looking for a rater for non preferred + preferred, but specifically one that utilizes Anchor General in WA state. That was our ONLY reason for signing up. I asked the Sales rep, Tracy Zerangue, if there were any cancellation fees or penalties, he advised me no. Go through training on the 1st day and see that they do NOT offer Anchor General for WA state, even though I was assured they do. Right when I realize, I try to cancel before even installing software and now I am told there is NO way to cancel out of the 4 year contact? I email Tracy and he advises me that although he said that, he does not have the authority to cancel? If you do not have the authority on something why would you be advising customers in that respect? I have spoken to everyone from heads in customer service, billing, etc. and no one is able to help me. I am still trying to figure out how to cancel, no one has been of any help at all. Being in a small business, I know how important client relationships and company integrity are EVERYTHING, Vertafore has 0%. They are a distrustful company that will send you contract after contact until you sign up, and then offer no help and send you invoiced to take your money each month. I wish I researched online before signing up, because online all I can find are horrible reviews about similar experiences!! I recommend going to IBQ or Turbo Rater, both companies are 1/2 the price of PL Rater and they will not hold you prisoner in a contact that doesn't benefit your agency. GO ANYWHERE ELSE AT ALL COSTS, SAVE YOURSELF THE NIGHTMARE.

They are the worst company to deal with. I will NEVER do anything with Vertafore again. we tried out resource connect for a month a few years ago and cancelled. I faxed them the cancellation forms 5 times!! Not only that they continued to invoice for services we never received. After going back and forth with their accounting department they assured me they this was taken care of that said that these issues were settled. Every 2 years the try to bring this up again.

Best for carriers that use Ivan downloads. A lot of manual entry otherwise. Read your contract. You can only make changes to your contract ONCE A YEAR AND ONLY IF YOU GIVE 60 DAYS NOTICE. This was NOT in the the documents I signed. I wanted to cancel my contract for various reasons to include I'm a captive agent and the manual entry was too time-consuming, the reconciliation took hours and also because I'm closing that side of my business. Low and behold I discovered that you can only make changes ONCE A YEAR at your renewal and you have to request those changes no less than 60 days before that renewal. So now I am stuck paying for something I can't use for another 8 months. Who does this? I was verbally told I could cancel at any time. What that person did not say was that yes I can cancel at any time, but it won't actually cancel until renewal.

I've had QQ Catalyst and PL Rating for a year. Significant amount of issues getting started with PL Rating. So much so that I ended up not using the product. Now I'm just recently discovering that I'm missing Progressive policies in QQ. I noticed a policy wasn't there when a customer called in. Started spot checking a few more and they were not there either. I have some of my Progressive policies. But not all of them.
How many am I missing? Don't really know. Am I missing other carrier policies? Not sure. Confirmed with Progressive the data is in the download file but for some reason it's not making it into QQ. Then on top of that when I try to cancel PL Rating because I'm not using it they tell me I can only cancel a subscription if I submit a written request at least 60 days prior to my contract renewal. Since I made the request 45 days out they inform my only option is to cancel in 2020. Who does that? Apparently it was in the Terms and Conditions but I can't locate that anywhere and it's definitely not in the DocuSign contract I signed. If you get this service, pray nothing goes wrong because you will be stuck with it for at least a year. That's alot of money to pay with a very limited cancellation provision. Read the fine print. They will hold you to every word of it. I'm trying to go elsewhere but I don't know if I can.

I have been a client for over 15 years. Their service is the worst. I am paying over $1,200 a month for 5 users. After spending over 4 months and countless phone calls to discuss this fee i'm now reviewing other products.
I would have to recommend that you review a product like SIS and Partner XE.

I've called five times and sent three emails trying to upgrade my package and have yet to receive a call back. I'm tired of their slackness and honestly it's not worth the time to leave a detailed review. All I can say is just explore other options!

I inherited them when they bought out my Agency Management company, QQ Catalyst. They then promptly ruined what was a great system. Their Customer service is the worst. They do not return calls or E-Mails, hold times to speak to someone, 10-15 Minutes is normal. I asked an employee when he was going to get back to me after I sent him an E-Mail 3 weeks prior, when I finally got him on the phone. Answer was," When I got around to it.. I got a different Management system, now the hassle begins over how much I will owe them for leaving. Go somewhere other than Vertafore. UPDATE: Adam from Vertafore just called me and in 2 days resolved my complaint. Thank You! There is hope as he also promised to work with the employees who did not get back to me.

Worst customer service ever!! They wait and don't respond until you call and complain about them not responding the first time. They also take forever so if you need anything done mine as well take a vacation while you wait, since it takes 2-3 days for a response.

Worst customer service,department managers do not call back and when you ask for corporate numbers they give you a sweepstake company. Never signed up with them they bought out the company that I was with QQ for years (which I loved!!) and the service stopped once this company took over Never experienced anything like this. They are holding me hostage and Jennifer Lewis will only return my call after hours so as not to speak with me.

Don’t do business with these people, I cancelled 3 months ago and they are still charging me. I have been calling trying to get my refund, all they say is that they do owe me and they will take me off of auto debit, but the following month I get charged again. Now they owe me over $500 and for the past 3-weeks they keep saying they will deposit on my account and never do. Then they said they were going to mail a check next day, 2-days pass and nothing. I call back and they said they changed their mind, they will deposit into my account, I wait and wait, nothing. Now they just tell me the managers on never there so they will call me back, and of course they never do. I am tired in dealing with Vertafore. I never knew I was going to go through something like this.
I changed rater because the FSC rater they carry is overpriced (by $100) and is glitchy. The program is no longer reliable and never improved. I switched to another company that offers a Rater and management system for the same price of FSC.
I have spoke to other agencies and it looks like most of them are dropping FSC.
The reason why this company is giving me the run around with my money is they are loosing a lot of business.
I recommend to stay away!

Vertafore is the absolute worst. From support, to accounting, to the legal department. Signing up with Vertafore has been one of the biggest mistakes of my insurance career. Please don't make the same mistake we did and contact another company. You will save yourself a lot of hassle, aggravation, time and most importantly MONEY!

We used Vertafore's product, PerFORMer, for several years. This year, we didn't need it any more, so we didn't pay the bill. So I got an overdue notice. I responded to the overdue notice by saying we didn't need the product any more. I got an email back saying they have a 30-day cancellation notice rule, and that I owe for a month. That rule is not printed anywhere on their invoices, and we were not under any kind of contract. We had never heard of this rule, nor seen it in print anywhere. That is underhanded to me, and dishonest. I will pay it, but it sure leaves a bad taste in my mouth. Our agency will never consider Vertafore for anything, as long as I am here.

Vertafore bought QQ Solutions sometime in 2016, I have always been on automatic payments but ever since they switched companies the billing is never accurate.Today 4-5 months later I find out that only my MVR account was on automatic payments. If you own your agency then you can relate that most of the time we're so busy reconciling client payments that we set everything up for automatic payments for a reason and to avoid this very reason. Vertafore is a horrible take out company with a lack of control in there accounting department. Also change your draft name to Vertafore in bank drafts because I would've never known "VF Holding" is Vertafore, I was about to put stop payments thinking it was Vanity Fair. Joshua with Insta Insure Florida

I have been using Vertafore for my agency since we began. For six years we have been held hostage by this company. Over 5 new sales reps in that time period and each one of them making the same promises that they were going to help and trust them to be better than the previous rep. As a small independent agency we need a true partnership with our agency management provider.
You have to beg for training and customer service to call you back. Sometimes waiting 2-3 weeks! Only to finally get them on the phone and tell you they have a solution for you but you are going to have to pay them another set-up fee and user fee for it.
Their systems are pieced together platforms that are not nimble. Completely outdated and difficult to move around in.
If you are a small independent agency and looking for a rating platform and agency management system that is truly "cloud-based"? You should look to EZ Lynx. They are 1/3 the cost and much more nimble. Extremely efficient and actually "cloud-based". They have excellent training videos that are readily available and easy to access. Perfect for training your employees. Their customer service people move fast and are great to work with. Can't believe I allowed my agency to be held hostage for so many years.