my Driving Discount program

Transcription

1 my Driving Discount program CUSTOMER MOBILE APP Frequently Asked Questions for Alberta Brokers ENROLMENT AND DISCOUNT 1. How do I know if my customer is eligible for the program? Any driver that is a principal operator of a vehicle is eligible. The named insured must give consent and have a valid address. The customer s mobile must be compatible with the app (iphone ios 8.2 or later or Android device Version 4.3 or later). The my Driving Discount mobile app is not compatible with iphone 4, 4S, 5 and 5C or older phones that pre-date these models. The customer must also have a data plan and live in an area with cellular network coverage. If your customer does not qualify for the mobile application option, please contact your underwriting team to review possible other options. 2. Is there any cost to enrol in the program? There is no cost to you or to the customer for enrolling in the program. 3. Who is the target market for my Driving Discount? The my Driving Discount program is best suited for safe drivers who want to benefit from being rewarded for their good driving behaviour. Customers must drive a minimum of 1,000 kilometres during their assessment period to qualify for a personalized discount. Customers who plan to put their vehicle in storage for an extended period of time may not benefit as much from the program. It is most beneficial for drivers who use their vehicle regularly and therefore have the potential to earn a personalized discount based on their driving behaviour. 4. How does the mobile app work? Once the customer receives their confirmation , they must download the app, log in and enable location services. At the end of each trip, they should tag the trip in the mobile app, regardless of what vehicle they are driving. (It is important that customers correctly tag all trips to ensure that the correct data is being collected). Once a trip has ended, customers will have seven days to tag themselves as a driver of that trip. If they do not tag themselves, the mobile app will automatically tag them as the driver. 1

2 5. Who does the customer contact to clarify something about the my Driving Discount program? If customers have any issues or concerns, they should call the Customer Care Line: Intact Insurance Customers Customer Care Line: Novex Insurance Customers Customer Care Line: Who do I contact if I have questions regarding the my Driving Discount program? If you have general or technical questions about the my Driving Discount program, please call your Intact Insurance representative. If you have questions regarding eligibility or underwriting considerations, please contact your underwriter. 7. Can multiple principal drivers on the same policy enrol in the my Driving Discount program? Yes. Every principal driver on the policy can enrol if they meet the eligibility criteria. The app should be activated for the vehicle the driver primarily uses. 8. Can a customer enrol multiple vehicles in the my Driving Discount program? Yes, each principal driver mentioned on your policy may enrol multiple vehicles in the program subject to meeting the eligibility requirements. You may be eligible to receive the enrolment discount or the my Driving Discount for each eligible vehicle on the policy, depending on the number of enrolled vehicles and/or their principal drivers enrolled in the program. 9. Do all principal operators on a policy have to enrol? No, the program is completely optional. As many principal operators as would like to participate may enrol. 10. What factors are taken into consideration when calculating the potential discount? Every trip your customer makes, the app records any occurrences of hard braking and rapid acceleration in addition to the time of day that they drive. These factors are used to calculate a ratio in relation to the total number of kilometres driven, and to determine your customer s potential savings. Hard Braking Hard braking increases the risk of being involved in an accident. The program determines a risk factor for hard braking by calculating the ratio of hard braking occurrences to total kilometres driven. 2

3 Rapid Acceleration Rapid acceleration increases the risk of being involved in an accident. The program determines a risk factor for rapid acceleration by calculating the ratio of rapid acceleration occurrences to total kilometres driven. Time of day The less the vehicle is used at night, the more your customer can save. Driving at night (between 12 a.m. and 4 a.m.) increases the risk of being involved in an accident. Many elements, such as reduced visibility and fatigue, make this time of day the riskiest. Therefore, the program uses the time of day that the customer is driving to determine the personalized night-time driving factor. 11. If a customer has to brake hard to avoid an accident during their assessment period, will that reduce their potential discount? We assess regular driving behaviour and the frequency of hard braking, acceleration and time of day in relation to the distance driven for each trip the customer makes. We know that even the best drivers have to brake hard occasionally. Hard braking is just one of the factors taken into consideration when calculating the personalized discount which is based upon all the trips taken during the assessment period. The most important thing is safety. If the customer needs to hard brake to avoid an accident they should do so. The discount is applied upon renewal. 12. How does working night shifts affect the potential personalized discount? Statistically, drivers are more likely to be involved in an accident between 12 a.m. and 4 a.m. so driving during this time of day will be taken into consideration when calculating the potential discount. However, my Driving Discount also takes into consideration how often the customer brakes hard or accelerates quickly to determine the potential discount, so time of day is not the only factor. Remember, the customer will still receive the enrolment discount for the program. 13. How much does each factor affect the potential personalized discount? We recognize that even the best drivers have to occasionally brake hard or accelerate quickly. Therefore, it doesn t necessarily mean that if a customer brakes hard or accelerates quickly on some occasions, the discount will be reduced. The personalized discount is calculated using a ratio of combined factors (hard braking, rapid acceleration, time of day) based on the total number of kilometers driven each trip. But the potential discount is calculated using data collected over the assessment period. This means that the more the vehicle is driven, the less impact one individual factor will have on the overall discount. 14. When will my customer receive the personalized my Driving Discount? The personalized discount will be applied at the next processed renewal following the completion of the assessment period. The customer must have driven a minimum of 1,000 3

4 kilometres. The enrollment discount is removed on renewal and replaced with a personalized my Driving Discount of 0%-25% based on driving data collected during the assessment period. 15. How long does it take before the customer sees the estimated discount? Once the app has been activated, the potential discount will be available on the customer s app right after their first trip has been completed and they have been tagged as the driver. The discount will be updated after every completed and tagged trip. The customer will also receive a weekly with their trip data and potential discount. 16. If a Private Passenger Vehicle is GRID rated will the my Driving Discount still be applied? As this is a filed discount, the customer will still be eligible for both the enrolment discount and the 0-25% personalized my Driving Discount. The discount will only be applied to Section C Coverage (All Perils, Collision, Comprehensive and Specified Perils) and the Family Protection Endorsement for the Principal and Occasional operator premium. The discount will not be applied to the Third Party Liability and Accident Benefits GRID premium. 17. How long is the assessment period? The assessment period is up to nine months in length from the date the app is activated and the customer logs their first trip. 18. Is there a minimal distance the customer must drive? The customer must drive a minimum of 1,000 kilometres during the assessment period. 19. How can my customer achieve the maximum discount? The better a customer s driving habits, the greater the potential for savings. Customers should try to avoid hard braking and rapid acceleration. Since the time of day the vehicle is driven affects the discount, the less a customer drives during the high-risk period (12 a.m. - 4 a.m.), the more they can potentially save. 20. If the assessment period is not complete when the renewal is issued, what discount will be applied? The renewal will be issued with a continuing enrolment discount. The customer will be issued with their personalized discount at the next renewal, provided they remain enrolled in the program. 21. Can the customer restart the program if they don t like their final discount? The customer can request a new assessment one year after the successful completion of their last assessment, provided the customer continues to be eligible for the program. Once the customer has completed their new assessment, their new my Driving Discount will replace their old discount at their next renewal, whether it is higher or lower. 4

5 After the completion of the customer s first assessment and before a year has passed, if there are changes in the customer s lifestyle that may affect their driving behaviour, they may be eligible for a new assessment right away. Changes may include things like: a change in commute hours (e.g. day driving vs. night driving) a change in address that would change the driving behaviour (e.g. highway driving vs. city driving), or a technical issue with the mobile app. 22. How long will the my Driving Discount apply? The my Driving Discount will remain on the policy as long as the customer is eligible to participate in the program. 23. Can a premium go up because of a customer s driving habits? No, the customer s premium will not increase as a result of the data used to calculate the discount (hard braking, acceleration and time of day). However, on renewal the enrolment discount will be replaced by a personalized discount based on driving habits. This personalized discount can range between 0%-25%. For details on how the data is used, refer to the Terms of Use. 24. What happens if the customer has an accident while using the my Driving Discount app? Accidents are not taken into consideration when calculating the personalized discount. 25. If the customer goes over the speed limit, will this have an impact on the potential discount? No. Speeding is not taken into consideration when calculating the personalized discount. However, speeding may cause the customer to brake hard and accelerate rapidly. These two factors (along with the time of day) are taken into consideration when calculating the potential discount. 26. What happens if the customer is driving in an area with no cellular coverage? If there is no cellular coverage, the app will close the trip and start a new one when the vehicle re-enters an area with cellular coverage. 27. What happens if the app stops working? If the my Driving Discount app stops working customers should call the Customer Care Line: Intact Insurance Customers Customer Care Line: mydrivingdiscount.alberta@intact.ca Novex Insurance Customers Customer Care Line: mydrivingdiscount.novex.alberta@intact.ca 5

6 28. How long should the app stay activated? The app must stay activated until the assessment period is over and the customer receives notification that they have completed their assessment period. 29. Will the app work outside of the province? The my Driving Discount app works throughout Canada and the United States. The customer is responsible for assuming all fees (including roaming and data usage) their mobile service provider may charge as a result of their use of the mobile app. Please note that while roaming, unless data is turned off on the mobile device, data will continue to be transferred. 30. Does the app affect the battery life of the mobile? Using the mobile app will affect the battery life. The customer must ensure the mobile device is charged and functional when the vehicle is being driven so that driving data is recorded. 31. Will the customer be charged by their mobile service provider for use of the mobile app? The mobile app is free and there is no fee to download it. However, once the app is downloaded it will use the customer s cellular data to transfer the driving data it collects to Intact. The customer is responsible for all roaming fees, data fees (including overage), plan fees and any other fees the service provider may charge them as a result of their use of the app. 32. How much data does the mobile app use? The amount of data the mobile app uses will vary depending on the phone model and age. Older phones, for example, may not hold their charge as long as newer phones. Please encourage customers to keep their phone charged whenever possible. And do remind them that use of the my Driving Discount app is temporary. After the assessment period is complete, the customer can remove the app from their phone. Did you know? We estimate for customers who drive 1 hour a day on average, the mobile app will use approximately 40MB of data per month. This amount is equivalent to: downloading 6 songs on itunes watching 7 minutes of high definition video on YouTube a 12-minute face time video call. Increased data usage may also be due to other apps running, such as Google Maps, in conjunction with my Driving Discount. 33. Should the customer deactivate the app if someone else is driving the car? No, the app should never be deactivated during the assessment period. The customer has the option to tag themselves as a driver or passenger on any trip where they are in the vehicle. (If the customer s mobile device is not in the vehicle, the app will not record the vehicle s trip). 34. Will trips be displayed on the app? Yes, the customer will be able to see their trips and potential discount right on the app. 6

7 35. What coverage will the discount be applied to? The discount is applied to all mandatory and physical damage coverage including the optional SEF 44 Family Protection Endorsement and will apply to either the principal or occasional operator. It is not applied to any other optional coverage, such as Accident Rating Waiver. 36. Can the customer change their mind and opt out of the program? If they do, will their insurance policy be cancelled? Yes, customers may opt out at any time. If they do opt out, their insurance policy will not be cancelled; participation in the my Driving Discount program is completely optional. The customer s enrolment discount will be removed when they leave program. 37. What happens when the customer changes their vehicle? If a customer substitutes another vehicle, the app will continue to collect data. 38. What happens if the vehicle is being serviced? If the customer s vehicle is in the shop being serviced there is no impact on the customer as the app will continue to work in any vehicle they are driving. 39. What happens if the customer s vehicle is put in storage? If the vehicle is put into storage during the assessment period and the customer is not driving any other vehicle, then they may not meet the eligibility criteria for the program. If the customer is driving another vehicle the app will continue to work in any vehicle they are driving. 40. How is the customer s driving data protected? We use strict security safeguards when storing or destroying personal information in order to prevent unauthorized access, collection, use, disclosure, copying, modification, disposal or similar risks. For details on how personal information is handled, refer to the Terms of Use. 41. How long do you keep the customer s driving information? As a general rule, the driving information is stored as long as it is reasonable to do so for legal or business purposes. 42. How is the customer s driving data used? The driving data is used to determine the eligibility and potential discount following the driving assessment period. Collected data will not be used to cancel a policy during the current policy term; refuse or decline to renew a policy on the next renewal term; or confirm rating criteria (e.g. where vehicle is principally garaged, the distance driven, used for pleasure, commuting or business, etc.). 7

8 43. How will the customer s driving data be used in a claims situation? The customer s driving data will not be used to process or deny claims unless required by law (e.g. under a subpoena or police investigation). 44. Will I be able to access my customer s driving data? Not at the moment, but access will be available in the near future. 45. What should a customer do if there is an error with their driving information? If there are any technical issues with the app, or the customer notices an error in the driving data, they should call the Customer Care Line: Intact Insurance Customers Customer Care Line: mydrivingdiscount.alberta@intact.ca Novex Insurance Customers Customer Care Line: mydrivingdiscount.novex.alberta@intact.ca 46. What types of vehicles are eligible for the program? All private passenger vehicles excluding my Collector risks. 8