FAQ and troubleshooting

A renewal or new policy I entered in EZLynx is missing

EZLynx data arrives through export files. It will appear after the next file is loaded. If it is urgent, ask your administrator to load a fresh export (chapter 11).

A deal is in the wrong stage or has the wrong owner

Change it in HubSpot; INSURAiLABS shows the update after the next sync.

Revenue is showing under the wrong producer or category

The QuickBooks class is probably unmapped or mapped incorrectly. Ask finance to check Financial Ops › Class Mapping.

Why do policy counts differ between Agency Pulse and Active Book?

Agency Pulse counts active policies; Active Book counts all policy records unless you tick Hide inactive.

Why does producer concentration differ between screens?

CEO Command measures share of revenue; Team & Workload and Active Book measure share of policies.

A utilization figure is over 100%

Utilization is estimated mainly from policy counts. Use it to compare relative load; it is not a measure of hours.

A carrier statement shows low confidence or will not parse

Check the file is the carrier's original statement (not a scan of a printout) and upload it again. Report repeat problems to your administrator with the file.

ARI gave an answer that does not match the screen

Trust the screen and the source record. Ask ARI to show how it calculated the figure, and report the conversation to your administrator.

I cannot see a module or another producer's data

Access depends on your role. Ask your administrator if you need wider access.

The As of date looks old

One of the sources has not refreshed. Check with your administrator; for book data, confirm the latest EZLynx file has been loaded.

How do I give feedback or report a problem?

Use Contact support in the profile menu at the bottom of the sidebar, or contact your INSURAiLABS administrator or implementation contact, with the screen, what you expected and what you saw.