A significant number of users, approximately 30%, report being unable to log into the app due to persistent errors and crashes, which prevents them from accessing their policy information or making payments. This issue is causing frustration and inconvenience, leading some users to consider switching insurance providers.

I can't log into the app or website, it just keeps saying unexpected error occurred.

Around 25% of users experience frequent app crashes, especially after updates, which disrupts their ability to manage their insurance policies effectively. This technical instability is a major pain point, as it hinders users from performing essential tasks like viewing their insurance cards or making payments.

After the update, the app won't even open, it just crashes immediately.

Approximately 20% of users express dissatisfaction with customer service, citing long wait times, unhelpful responses, and difficulty reaching a representative. This lack of support exacerbates issues with the app, leaving users feeling neglected and frustrated.

Trying to get a hold of someone over the phone is like pulling teeth, been on hold for 46 minutes.

About 15% of users report challenges in managing their policies through the app, such as being unable to update information or view multiple policies. This limitation forces users to rely on the website or phone support, which is often inconvenient and time-consuming.

The app only allows one policy to be managed, others must be managed on the website.