Mobile App

Getting the Mobile App

What will the app rollout look like?

The rollout will be slow and controlled. It will first be sent to a test group of employee policyholders, then to a small group of 100 customers. After that, we will continue to invite current customers in controlled segments and begin prompting new customers to download the app at bind. In the meantime, we will be showing ”coming soon” content within our current customer communications to generate some hype!

Can we email or text customers a link to the app?

Not at this time, but that functionality will be added in a future phase of the app.

How many people can be logged in at once?

The app will really be geared towards the Named Insured however, anyone who has been given permission and provided with the email/login credentials from the NI can use the app on a different device all at the same time. It is the same for the online portal, app, portal, etc.

New Account Activation 

New policyholders who have yet to activate their web portal account can register via the app login.

Activate Account Will show as a button for new users.

For returning users it will appear as a link under Roadside Assistance and View ID Cards

Login

Once they have set up an account they can log in to the app and set up Face ID if they want to:

If the customer does not want to use FaceID they can just sign in and get a code sent to them and choose "remember me on this device"

For each new device, once every 6 months, and once at renewal, the customer will need to verify their identity through Multi-Factor Authentication. They can select either text or email to get a one-time authorization code.

Call ERS

Customers will have the ability to call ERS from the mobile app by clicking on Roadside Assistance and the number will pop up for them to call.

View Offline ID cards

The customer will have the ability to view their ID cards without logging into the app.

Will customers be able to add their ID cards to their Apple/Google Wallet on their devices?

Saving to a mobile wallet should be an option once Apple and Google Pay are integrated with the app. When documents are downloaded, the phone will ask where you want to store them. Until that phase, we should be directing the customer to use their offline ID card(s) as the easiest way to access them anytime, anywhere.

Home Screen

Once the customer is logged into the app this is the home screen they will see with their information:

Their home screen will also let them know about any past-due payments, and if their card is about to expire:

Documents

The customer will be able to save ID cards offline from this screen and also be able to download, email, or fax a document:

Opt-in to SMS

The customer will have the ability to sign up or edit text alerts:

Payments and Payment methods

Make a one-time payment

Add a New Bank Account (ACH/EFT)

Add a new debit/credit card

Adding a card with Scan Feature:

Adding a card without Scan Feature:

If the customer would update the new payment method for Auto-Pay they can do so by toggling the button to "yes":

Updating Primary Payment Method

Only payment methods showing under "Saved Cards" can be updated or removed.

If the customer toggles "yes" to auto-pay the payment script will populate:

Remove a Payment Method

Reschedule Upcoming Auto-Payment

Past Due Payments

Coverages

Viewing Vehicle-Level Coverages

Add/Edit/Remove Coverage

Once the customer sees this message, they have successfully made changes to their coverage:

Claims

File a Claim

View Open Claims

View Closed and Past Claims

Vehicle Amendments

Add vehicle

Swap a vehicle 

Remove a vehicle 

Driver Amendments

Adding a Driver

Updating Contact Information

1) The customer will click on the person icon to update this information:

2) They will be able to update their email, change their password, or edit their phone number. If the customer needs to update driver details they will need to call in.