Frequently asked questions

Yes — Retention Guardian supports all major Medicare and Medicare Advantage carriers including Humana, UnitedHealthcare, Aetna, WellCare, Cigna, Anthem, and more. If you can export or download a commission statement from your carrier portal, we can parse it. We support CSV, Excel (.xlsx / .xls), PDF, and plain text files.

No. You never share passwords or connect accounts. Simply download your commission statement from your carrier portal — the same file you already have — and upload it here. No integrations, no API keys, no setup calls.

Absolutely — and we strongly recommend it. The more history you upload, the more accurate your retention picture. Historical statements let us build a fuller timeline, identify longer-term loss patterns, and give you a more precise Book Health Score. Upload as far back as you have.

Most agents are fully set up in under 10 minutes. Create your account, choose a plan, set your starting client count as a baseline, and upload your first statement. That's it — your chase list populates automatically.

A client is flagged as lost when they appear on one statement but are missing from the next two consecutive statements for the same carrier. One missed statement puts them in "unconfirmed" status — a yellow flag to watch that person. Two consecutive misses moves them to your chase list as officially lost. This two-strike rule prevents false alarms from late or partial statements.

Yes. Upload one statement per carrier per period. We automatically detect the carrier from the file and stitch everything together into a single unified client view. Clients who appear across multiple carriers are matched and deduplicated — you never see the same person counted twice.

The Book Health Score is a live letter grade — A through D — based on your real retention rate. An "A" means 95%+ of your clients are staying; a "D" means more than 30% have dropped. It gives you an at-a-glance signal of whether your book is healthy or needs attention, and it updates automatically with every statement you upload.

Every Monday at 8am we send you a short email with the single most urgent lost client to call that week — their name, last carrier, how many days since they dropped, and a one-tap call button linked to their phone number. It's designed to take less than 30 seconds to read and get you into action immediately.

The chase list is your priority call queue. Every lost client lands there automatically once they hit two missed statements. From the chase list you can see the client's name, phone number, last carrier, days since they dropped, and your contact history. You can log call attempts and outcomes directly inline, and mark clients as "Recovered" when you win them back.

Watchman supports up to 100 active clients across 1 carrier — ideal for captive or single-carrier agents. Shield supports up to 250 clients across 3 carriers, suited for independent agents with a multi-carrier book. Fortress is unlimited clients and unlimited carriers, built for high-volume independents. Agency Vault adds agency-wide oversight with a full team dashboard across all your agents.

You enter your payment method when you choose a plan, but you are not charged until the trial ends. All features are fully available during the trial with no restrictions. Cancel before day 7 and you will never be billed. After the trial, your subscription activates automatically — no action needed.

Yes, anytime. Go to your account settings and click "Manage billing." Cancellation takes effect at the end of your current billing period — you keep full access through the period you already paid for. Your client data is retained for 90 days after cancellation in case you decide to reactivate.

Yes. You can change plans at any time through the billing portal in your account settings. Upgrades take effect immediately; downgrades take effect at the start of your next billing period.

Yes. All data is encrypted in transit (HTTPS/TLS with HSTS enforced) and at rest. We enforce 15-minute idle session timeouts, audit-log all access to client records, and apply rate limiting on all sensitive API endpoints. Your data is never sold to third parties or shared with advertisers.

We are building toward full HIPAA compliance. Commission statements and client contact information are generally not considered Protected Health Information (PHI) under HIPAA — but your specific situation may vary. If your organization requires a signed Business Associate Agreement (BAA), contact us at support@retentionguardian.com and we will work with you.

Only if you choose to allow it. You control a privacy setting during onboarding: "Share with my agency." If turned off, your agency owner can see aggregate numbers (total clients, upload freshness, week-over-week trend) but cannot access individual client names or contact details. You can update this preference at any time in your account settings.

Your data is retained for 90 days after cancellation in case you reactivate. After 90 days it is permanently deleted. Before cancelling, we recommend exporting your client list as CSV from the Clients page — it takes about 10 seconds.

Yes. The Agency Vault plan gives agency owners a team dashboard showing each agent's book size, upload freshness, week-over-week lost client delta, and a full aggregate book trend chart. Each agent keeps their own private dashboard and login. Agents can optionally share individual client details with the agency, or keep them private.

From your agency dashboard, copy your referral link and share it with your agents. When they sign up through your link, they are automatically connected to your agency. You can also manually link agents from the agency admin panel.