Why Agents Are Leaving ITC/Zywave
In Their Own Words

We have used Zywave since 2014. In January 2025 we were billed for an additional user with no word, no notice and multiple false stories as to why. We ultimately found we were overbilled by nearly $4k. The rep said he would request a credit — then a week later offered a lesser credit toward future subscription and an early renewal. We have requested termination for their material breach.

Terrible. Their service does not exist. It takes a week to 2 weeks for anyone to get back. I do not recommend. Took 2 months for them to set me up. It was supposed to be a simple system, easy to use with good service. None of it was true.

Customer service and the merger were horrific. The company motto seems to be "that's not my job." The integration has been very poorly executed. Customer service is the worst — they're good at sending emails but don't execute what they say, except collecting their payment.

I wish I had read the BBB reviews for Zywave before signing an agreement. The sales people were likable — but they vastly oversold the product. I liked my implementation person, but the product was never set up so we could actually use it. It's been a complete waste of money.

High staff turnover means whoever you're working with this month likely won't be there the next. Promises made by departing reps are never passed on. Zywave's focus is on selling new clients to pay for their acquisitions — not on the customers already paying them.

Zero support. Questionable billing. Good luck getting an actual employee on the phone, email, or even chat. Overpriced garbage. Their concept is good but it does not work to match the sales hype. Everything requires a "work around" to function as advertised.

They auto-renew contracts and require a 60-day cancellation notice. If you contact them on day 59, you're out of luck — they'll auto-renew. Their staff is trained to argue, not to serve. Why do business with a company like Zywave? Terrible mindset, rotten to the core.

My subscription included email campaigns, but it took 6 months to get this feature to work. When I brought this to my account agent's attention, they offered only a 2-month credit. I lost over $1,500 in addition to what I wasted with Zywave. Little to no training. Zero follow-up on requests. Tech support is atrocious and slow.

Trying to onboard was a fiasco. It took weeks and money spent and hours on the phone. Nobody returns calls or emails when you have a problem or want to cancel. So unprofessional to hide behind the contract, with no grace period and no lemon laws in insurance software.