Frequently asked questions
The short answers. Still curious? Ask the assistant in the corner, or book a demo.
Which carriers and formats do you support?
Backbook is format-agnostic rather than carrier-specific. Statements come as PDFs (including scanned or faxed images), Excel, or CSV, and we read the lines straight from the document — so there's no per-carrier integration to wait on: you upload the statement and we extract every line.
How do you know what I'm owed?
We reconcile each statement line against your contracted commission rates and your book of business (policy, premium, effective date). You enter or import your rates and book under Carriers & rates; direct AMS import is on the roadmap.
What exactly does it catch?
Missing commissions (earned but never paid), underpayments (paid below your contracted rate), and invalid chargebacks — phantom (no cancellation on record), duplicate, or over-clawed beyond the unearned amount. A systematic sweep also quantifies a rate error across your whole book.
Are the numbers reliable enough to dispute?
Yes — that's the core design. The AI only reads the statement and drafts prose; every dollar and every match is computed by a deterministic, unit-tested engine, and each finding traces back to the exact source row. No figure in a dispute letter is AI-generated.
How do you charge?
A free back-audit first, so you see the recovery before committing. Then a SaaS base plus a share of what we actually recover. Contingency is capped and, where required, subject to a state fee-legality review; a flat per-statement plan is available as an alternative.
Who sends the dispute to the carrier?
You do — the agency stays the disputant of record. Backbook drafts the letter with a verified schedule of amounts; you review and send. Nothing goes to a carrier without your approval.
Is my data safe?
Zero-retention AI (we never train on your book or your clients' data), GLBA-aligned handling, provenance on every line, and SOC 2 controls in progress. We never commit or share customer data.
How long does it take?
Extraction and reconciliation of a statement take under a minute. The free back-audit typically runs across your recent statements so you can see the total recoverable up front.