The Book of Business is your agency's master list of policies. Each row is one policy, summarizing policy ID, consumer name, carrier, status, effective and submit dates, premium, linked calls, payouts, compliance, and actions. This guide covers the list, the policy detail page, and creating or editing a policy outside a call.
Access
Open Policy Management → Book of Business in the left sidebar. It appears only when the policy feature is enabled for your agency. Agents see the Book of Business only when Allow agents to view Book of Business is on in Policy Settings; otherwise an agent can still create product records during a required sale disposition but has no list-level access.
Filters and Saved Presets
You can save the current filter set as a named preset and reload it later. Filters are stored in the page URL, so a filtered view can be bookmarked or shared.
Search: free text across policy fields, names, IDs, and related identifiers.
Effective Date: date range for when coverage starts. Future dates are allowed.
Status: multi-select of policy lifecycle statuses.
Product line: Medicare, Life, Health, Annuity, or Ancillary. Your configured product lines are pre-selected on first load.
Submitted Date: date range for when the application was submitted.
More Filters narrows further: Agency, Product type, Carrier, Agent, and State; premium mode (Monthly, Quarterly, Semi-annual, Annual); payment mode (ACH, credit/debit card, direct bill); date ranges (Created, Approved, Cancelled, Terminated, Last Activity); and linked-data flags (Has Calls, Has Enrollment, Has Payout, Has BoB Update). Use Clear to reset.
Toolbar
Export: downloads the currently filtered policies as a spreadsheet.
+ Create Policy: opens the standalone create-policy form.
Refresh metadata (agency admins): re-runs calls, status, and metrics for every policy matching the current filter. You can set a start date, watch progress, and stop a run in progress.
Columns and Row Actions
By default the grid shows core policy identity, consumer, carrier, status, date, plan, premium, payout, compliance, and actions. When you filter to a single product line, product-specific columns appear. Use the column panel to show, hide, and reorder columns; the layout is remembered.
View Policy: opens the policy detail page.
Call: opens the dialer when the lead has a phone number and you are an agent.
Review Duplicates: appears when the policy has possible duplicates.
To merge from the list, users with Manage Duplicate access switch the grid into multi-select, pick exactly two policies, choose which record stays primary, and run Merge selected policies. See Finding and Fixing Duplicate and Unlinked Policies. Restrict merge access to trained senior admins.
Policy Detail Page
Open a policy to see its detail page. The header shows the name, status, and quick actions. Tabs organize related information and audit history:
Overview: the full read-only policy record.
Calls: calls linked to the policy, with a count badge.
Tasks and Workflows: agency user tasks and workflow activity.
Payouts: commission payouts tied to the policy.
Related: other policies that share consumer identifiers.
Files: documents attached to the policy.
History: audit timeline of changes.
Notes: policy notes.
Header actions: Edit opens the same form used to create a policy. The Status dropdown changes policy status and is disabled for agents and while editing. Add Note adds a quick note. Call / Go to Lead calls the lead or opens the lead record. Relink lets agency users re-link calls and refresh metrics and status, with a dry-run option.
Statuses and Summary Buckets
Lifecycle statuses: Submitted, Approved, Pending Carrier, Pending CMS, Request for Information (RFI), Inforce, Declined, Cancelled, Terminated, Lost, and Trash.
Analytics groups these into Active (Inforce and Approved), Pending (Submitted, Pending Carrier, Pending CMS), and Inactive (Cancelled, Terminated, Declined).
Creating and Editing Policies
Create manually: outside a call, use + Create Policy. The standalone form uses the same product fields as the in-call Product Details modal. Select category and sub-type, complete required fields, and save. Permitted users can also edit participants, the agents credited on the policy.
Edit a sale later: open the call in Call Logs and click Edit on the result badge. Sale results reopen the Product Details modal, but the finish option becomes Save and close, then Update. Editing is generally limited to about an hour after submission and only for the writing agent or a participant. The lead phone, and for normal submitted policies the category and sub-type, are locked.