Opening Hours - Monday to Friday 09:00 - 17:00, Saturday 09:00 - 1300
Opening Hours - Monday to Friday 09:00 - 17:00, Saturday 09:00 - 1300
Telematics App Frenquently Asked Questions
Telematics App Frequently Asked Questions
‘Telematics’ is just another word for the technology we use to record your journeys and driving style. Traditionally known as 'black box'.
Using some smart motion sensors and other clever gizmos, our device collects and sends journey information to our servers and creates insights on driving behaviour.
It measures things like acceleration, braking, swerving, and the number and length of journeys that you make. We use this information to understand your driving habits and give an overall rating encouraging you to drive safely and responsibly.
Getting Started and Registration
How do I download the app?
To download the app, download it from the relevant app store for your phone (our Customer Service Team will give you details). Once the app is downloaded, open it up to proceed with the app activation.
What is an activation code?
This is a uniquely generated code that you will need when you first download the app and register. When the app is downloaded, open it up and on the first screen, choose 'Activate Account'. You'll need to enter the activation code from the welcome email we sent you and then it will ask you to enter your policy email address and to create a secure password for future logins.
How do I register on the app?
Download the app either by using the links below and follow the on-screen steps. You'll need the activation code, which can be found in the welcome email, so make sure you have this ready.
Once the app is downloaded, open it up and on the first screen, you will need to enter the email address associated with your policy and create a secure password. Click on the 'continue' button to continue the activation process. You'll need to type in your phone number and the activation code.
Top tip - once you have downloaded the app, activated your account and enabled the permissions, please pull the blue tab out of the device and get connected straightaway. If you pull the tab out prior to being ready to connect, the device will go to sleep and it will need waking back up.
When should I register on the app and set up my device?
We recommend downloading the app as soon as the device arrives, but don't pull the tab out of your device until you are ready to connect. The app will walk you through the simple steps.
The device will usually be delivered within 7-10 days of your cover start date.
Do I need to register in the app?
The app is a requirement of your insurance policy. Checking the app to review your journeys regularly, keeps you in touch with your driver rating and gives you personalised feedback on how you can develop safer driving habits.
What happens if I don’t download or delete the app?
Without the app and your phone being present in your car, we won't be able to identify trips. We'll send you reminders if you haven't registered in the app or trips aren't being recorded. If you fail to download or re-install, the app your policy will be cancelled.
I've got a new smartphone, how do I get the information transferred?
It's easy to setup your new phone, just download the app and log in using the details sent with your policy confirmation. You'll need to ensure all the permissions are enabled and then connect the device following the instructions below when logged in:
1. Go to the 'more' section of the app
2. Click 'Settings'
3. On 'Wedge settings' click 'Select' and then it will automatically search for the device
4. If you can't see if, the device might need a little shake to wake it up
5. Click on the device once it pops up and then you're ready to start recording journeys again
Can the app be installed on any smartphone?
If your smartphone has been made for the European/UK and North American continents and is one of the bigger, well-known brands, then it's very likely to be a supported device, with the exception of some Huawei devices.
Do I need to update any settings or permissions on my phone?
Yes, as part of the app registration setup you will be asked to enable to the following permissions:
- Location Services (Precise)
- Motion and Fitness (Apple only)
- Bluetooth
- Push Notifications (we won't send you any marketing messages)
Once you have activated your account, the app will take you through setup and help you enable all the right permissions for your device.
How much battery will the app consumer on a daily basis?
The app is designed to only use a small amount of your phone's battery whilst a trip is recording, but we do recommend having at least 20% battery charge for an accurate recording to take place.
However, for long trips of 3+ hours where GPS checks will impact your battery life more, it may be necessary to charge your phone.
What information is the app collecting about my driving?
The app will record any journeys made in the insured vehicle, focusing specifically on the date, time, location, speed, mobile-phone use, harsh braking or cornering. A driving score will be presented based on these factors, after every journey and as an average each week.
Can I still use power-saving/battery optimisation settings?
No, any sort of power-save mode will reduce functionality and journey tracking via the app, because they tend to block location services and Bluetooth.
Why isn't my trip appearing in the app?
Trips should appear in the app shortly after recording, but in some instances may take a little longer. Please also note that not all journeys will be recorded, we expect to see around 95%, so don't worry if the odd one is missing. A trip may not appear in your app for the following reasons:
• Your phone wasn’t in the car for that trip (this could invalidate your policy, please always carry it on journeys)
• Your smartphone OS version isn't up-to-date
• Your battery level was too low
• Your permissions are not correctly enabled - you will see a red banner at the top of the app screen if this is the case, follow the link to renable
• Your app needs updating, visit the app store/play store and enable auto-updates to ensure you are always on the latest version
• You may have logged into the app on more than one device
• Your GPS wasn't performing as expected during your trip
If you've checked everything and still experiencing problems, please get in touch and provide as much information as possible.
If I use my car abroad do my trips still count?
If the insured vehicle is used outside the UK, journeys will still be recorded in most instances, although maps will vary depending on the country visited. Please view the policy terms to ensure you have the correct guidance.
Is the app monitoring my location all the time?
No, the app only monitors your location when you are in your car and the device tells your smartphone (via the app) that a trip had started/ ended.
How secure is my data?
Your data is very secure and will only be used to help in the management of your policy. Our technology provider will have access to your data to provide the app, device and driving feedback using email and SMS to you, but it will not be shared with any other third parties. The data we collect via your app helps us determine your driving score and any feedback we provide. We will use your data in your favour if, for example, another driver is trying to make a false claim about you.
We’re also very clear that we won’t:
- Release your data to the police or to any civil authorities, unless we suspect fraud or attempted fraud, or if we are instructed to do so by law or a court order
- Use your data to prejudice or refuse any claim you might make simply because you were driving above the legal speed limit at the time
- Send you any marketing emails, unless you have given us permission to do so. Please note the driver feedback email and SMS communications can not be opted out of as this is part of your policy.
How is my driving score calculated on the app?
Each journey score is calculated from a combination of factors that include Smoothness, Speed, Distracted Driving and Usage ratings.
Smoothness considers harsh braking, fast acceleration and how cautiously you approach corners. Looking ahead and trying to anticipate what's coming is a good habit to get into and slowing down on approach to speed bumps will help improve your smoothness score – your fuel economy will benefit too!
There are two parts to the speed rating: the safe speed of the road, and speed limits. Obeying the speed limit is obvious – due to your driver rating and the legal implications. Safe speed is about judging the road conditions for example, is traffic heavy, are schools coming out, is your visibility impaired due to bad weather? All things to consider when making everyday driving decisions.
Distracted driving - there are three levels of Distracted Driving considered in your journey rating. Hands-free - through headphones or a vehicle's system, handheld calls and direct screen usage. All count negatively towards your score, but differ in distraction level, so are rated separately.
Usage measures how and when you use your car. These are time of day, journey volume and journey duration. Accidents are more likely to occur when driving late at night/early morning hours, so if you do use your car between 11pm and 5am, extra care will need to be taken to maintain a good score. If lots of journeys are made in one day or long journeys are undertaken, these instances will likely cause fatigue in the driver and therefore means higher risk of an accident.
What does a green driver rating mean?
If you have a green trip or green weekly rating, you are driving really safely, keep checking the app for feedback on your trips.
What does an amber driver rating mean?
If you have an amber trip or amber driving week, there may be a specific driving behaviour (i.e. speeding) which is affecting your driver rating. You can focus on improving your driving score by checking your recent trips in the app. Each driving event is marked with pins on a map to help you understand where you can improve.
What does a red driver rating mean?
If you have a red trip or red driving week, there are likely to be aspects of your driving which are considered severe, unsafe, and may mean you're more likely to have a collision. We'll send regular feedback and reminders to help you identify where you can improve following a red weekly score.
How can I find out what my driver rating is for last week?
Once your app is connected to your device, we will start giving each trip a rating and this can be found in your dashboard. A weekly update will be sent to you via email and can also be seen in the app on the various dials, so you can look back on your progress at any point.
Can I use my mobile phone in my car?
It is only legal if you are safely parked (this does not include waiting in traffic or stationary at traffic lights). Following the update to the law, drivers can make a contactless payment in a car that is not moving (i.e. at a drive-through restaurant). Using your phone on journeys will mean you get distracted driving events.
Does using my phone hands-free affect my driver rating?
Yes, there are three levels of Distracted Driving considered in your journey rating. Hands-free calls are considered the least risky, but will still count negatively towards your score.
When will my device arrive?
This will like be 7-10 days after you get your welcome email, which contains the activation code. Please don't pull the battery tab out until you're app is downloaded, setup and you're ready to connect the app to the device.
How do I connect to the device?
To connect the app to your device follow these simple steps:
1. Download the app using the link sent to you in the welcome email
2. Activate the app and enable permissions as guided by the app
3. When you're ready to connect your app to the device, pull out the blue battery tab from the device
4. The connection screen should now display the device, click it to confirm
5. You will then see the dashboard, as soon as you record your first journey it will appear here with a score.
Visit the app each day to check your score and see detailed journey feedback.
How do I install the device in my vehicle?
Before you install the device, please ensure you have downloaded the app, activated your account, enabled permissions and connected the app to your device.
1. Pull out the plastic battery strip when you're ready to connect the app to your device, once completed you should see your driving dashboard in the app
2. Clean an area at the top of the windscreen
3. Peel off the sticky backing from the flat side of the device?
4. Stick the device to the top of the windscreen, on the inside of the car, the device must be mounted so it's not in the driver's line of sight, leave enough room to twist if removal is needed
Drive safely and keep checking the app for your score and detailed journey feedback?.
Why do I need a device in my car?
Your device recognises when your car engine starts and stops and confirms that each trip has taken place so this can be displayed in the app.
Does my device work if I don’t have my mobile phone in my car?
No, your device needs your mobile in your car to confirm that a trip has started and ended.
If I'm a passenger in my car, does this trip affect my driver rating?
Yes, where you are in your car and someone else is driving it's important that you make the driver aware that their driving will contribute to your driver rating.
I've lost/ damaged my device and need a replacement
If your device isn't working as expected, please check everything is connected, if you've check everything and your app is still not registering trips, please contact us. Be aware there is a replacement charge to get a new device.
What got a new phone - how do I connect my phone to the device?
If you have a new mobile phone, uninstall the app from your old mobile phone and install it on your new one. Once logged back in, connect your app to the device. To do so, click on the ‘More’ icon, go to ‘Settings’ and pair the device. Please note that you cannot have two phones connected to the app and device at the same time.
How do I remove the device from my windscreen?
1. Turn on your heated windscreen if you have one and leave for a few minute to warm up
2. Gently twist the device until it comes loose
3. To re-install in a new vehicle, follow the instructions above
How do I wake my device if it isn't connecting?
1. Try shaking the device to wake it up
2. If shaking doesn’t work, gently remove the cover and take the battery out. Replace the battery and try again
3. If you are still having problems connecting ensure all your permissions are enabled and we also recommend logging out of the app and back in, this should resolve any issues.
I've cancelled/ not renewed my policy - what do I do with my device?
The device can be removed from your car on your last day of cover and the plastic casing, battery and electrical components can be disposed of safely at your local household recycling centre.