Insurance agencies · Applied Epic next to Salesforce
Applied Epic keeps the policy.
Salesforce takes the inbox.
Policies, billing and accounting stay in Applied Epic, the system of record. The work that arrives by email moves to Salesforce: every request a case with an owner, a type and a clock, with clients and policies copied across once and keyed on the Epic lookup code. Below are the split and the hand back to Epic as built for a trucking insurance agency in the US, which ran its service desk this way with no integration, and the import as it is now done in the first week.
Reviewed 1 November 2026.
The split
What stays in Applied Epic, and what moves to Salesforce?
Everything that carries money or a legal record stays in Epic: the policy, the invoice, premium finance, commissions and carrier documents. Everything that is a conversation moves to Salesforce: the email, who owns it, what kind of request it is and how long it took. Salesforce keeps a read copy of clients and policies for the desk.
| Record or work | System of record | What Salesforce holds |
|---|---|---|
| Policy: number, carrier, line, term, premium | Applied Epic | A copy on a Policy record, shown on the client page. Changes are made in Epic. |
| Billing type and invoices | Applied Epic | Only the billing type, because a policy change runs different steps for agency bill fleet, agency bill non fleet and direct bill. |
| Premium finance, commissions, accounting | Applied Epic | Nothing but tasks: what to attach in Epic, and when to tell accounting. |
| Carrier documents: endorsements, invoices, declaration pages | Applied Epic | The email they arrived on. A task asks the agent to save each one into Epic. |
| The service inbox | Salesforce | Every email to a service address becomes a case in a team queue. |
| Who owns a request, and what kind it is | Salesforce | One owner per case; the type set from the wording by rules kept as records. |
| How long a request took | Salesforce | Clocks on every case, in the agency’s working hours. |
| Brokers, lienholders, carriers, finance companies | Both | Epic for the policy. Salesforce holds them as accounts with their email domains, so their mail finds a company. |
The rule behind the table: one fact, one place to change it. Everything else in this article follows from it.
The import
How do clients and policies get from Epic into Salesforce?
Once, from two exports: the client list and the policy list, each carrying the Epic lookup code. In Salesforce the lookup code is a unique external ID, so loading the same file again updates records instead of duplicating them. Counterparties go first, then clients, contacts and policies, so every lookup has something to point at.
- 01
Export two lists, each with the lookup code
Ask for the client list and the policy list as spreadsheets, one row per client and one per policy line. The column that matters most is the Epic lookup code. It is the only key both systems share, and without it the second import creates a second copy of every client.
- 02
Clean the files, and keep the originals
Trim the emails, put phones in one format, merge duplicate companies and check that every row has its code. Keep the original export next to the cleaned file, so a count that does not match can be traced back to a row.
- 03
Load in the order the lookups need
Carriers, MGAs, brokers and finance companies first, then clients, then contacts, then policies. A policy finds its client by lookup code and its carrier by name. Policy number plus line of coverage is the policy’s own unique key, because one number can carry several lines.
- 04
Pick the tool by the row count
Salesforce’s Data Loader guide, Winter ’27 edition updated 28 August 2026, recommends the Data Import Wizard below 50,000 records on objects with fewer than 50 fields, and Data Loader above that, up to 150 million records. Every line of coverage is a row, so count the policy file before choosing.
- 05
Match email by domain, not only by address
Email to Case links a case to a contact by the sender’s exact address. Much agency mail comes from people who are not contacts: a broker’s new assistant, a lienholder’s shared mailbox. A short step before the case is saved takes the sender’s domain, finds the account that lists it and sets the company. It never overwrites a match the contact already made.
After go live the copy ages: Epic keeps changing, and Salesforce changes only when the export is loaded again. For a service desk that is acceptable, because the copy answers which carrier, which line and when it expires, and anything about money is confirmed in Epic. The tool limits are from the Data Loader Guide, read on 31 October 2026.
The hand back
How does the agent know what to enter in Epic?
Salesforce tells them, as tasks. Every step that touches the policy, the invoice or a document creates a task that names the Epic action and carries a due date, and the record cannot move on while a required task is open. The agent works the request in Salesforce and types into Epic only what the task says.
- 01
When new business is bound
In the agency’s build, an opportunity reaching the stage where its federal filings are updated creates three tasks, each due the next day: create the client in Epic, add the policy in Epic, save copies of the documents in Epic. A request type for adding a client to Epic was built and later switched off; the task does that job.
- 02
When a policy changes
The endorsement process names Epic at almost every stage: save the request to Epic, attach the payment proofs, mark the change as submitted, attach the endorsement and invoice, save the declaration page, attach the signed premium finance agreement and the finance company’s notice. The stage cannot move while one of these is open.
- 03
When accounting has to know
Money never moves in Salesforce. The last step sends accounting the invoice, or the invoice with the signed finance agreement, the notice and the down payment receipt, and the case closes only after it.
The whole process, eleven stages per billing type, is priced stage by stage on the insurance agency page.
The integration question
Where Applied’s own connector fits.
Applied Systems sells a connector, Applied Epic for Salesforce. On its product page, read on 31 October 2026, Applied says it exchanges accounts, contacts, policies, activities and attachments, one way or in both directions, and works with Sales Cloud, Service Cloud and Financial Services Cloud. Its brochure, dated December 2022, adds that a lead converted in Salesforce can be pushed into Epic as an account and contact, and lists 50+ ready insurance reports.
The agency in our case did not use it, and the desk did not need it: the copy was enough to answer, and the tasks were enough to keep Epic right. A connector earns its price when the same record is typed into both systems every day, typically once producers write new business in Salesforce. Applied does not publish the price, so ask before you scope.
What makes it worse
Three choices that look reasonable and are not.
- 01
Making Salesforce a second policy system
If the premium can be edited in both places, the two will disagree sooner or later and nobody can say which is right. Let the desk read the policy in Salesforce and change it in Epic.
- 02
Building the integration before the desk
Until the desk runs, nobody knows which Epic fields the agents actually look at, and an integration built on a guess moves too much. The reference project scoped it for after the desk worked.
- 03
Leaving brokers and lienholders out of the import
In the first agency much of the service mail came from them, not from the insured. What that cost is in the case study; the fix is the domain match above, loaded before go live.
Asked often enough to answer here
Questions
- Q
Does Salesforce replace Applied Epic?
No, not in this setup. Epic stays the system of record for policies, billing, accounting and carrier documents. Salesforce runs the service desk next to it and keeps a copy of clients and policies, so agents can answer without switching screens.
- Q
Can Salesforce show live policy data from Epic?
Only through an integration, such as the connector Applied sells. Without one, Salesforce shows the policy as it was at the last import. For service questions that is usually enough; for anything about premium or billing, the agent checks Epic.
- Q
Do we need an integration from day one?
No. The desk runs on one import and on tasks that say what to enter in Epic. An integration can be scoped once the desk works and you can see which records are typed twice every day.
The first stage of the agency service desk: €5,200 to €7,150 for 80 to 110 hours, every service mailbox turned into queues of cases with spam closed in one click. How it ran with Epic left in place is in the insurance agency case study.
Serhii Skrypnyk · Senior Salesforce Administrator · 7 Salesforce certifications · on the platform since 2018. Reviewed 1 November 2026.
Read next
The question that usually comes after this one.
- 01
Financial Services Cloud vs Service Cloud
For an insurance agency on Applied Epic: licence prices side by side, what the FSC insurance data model holds, and when a light Policy object is enough.
- 02
COI Requests as Their Own Salesforce Case
How an agency makes certificate of insurance requests their own case type in Service Cloud: keywords kept as records, routing, turnaround and what to count.
- 03
Case: Insurance agency, United States
Client service moved from shared inboxes to queues: every email a case with one owner, the request type read from the message, policy changes that cannot skip a step, Applied Epic kept.