Trouble Shooting

This guide will help give tips on what to do when encountering a technical issue.

Things that can be tried is almost any situation

Refresh the page

Refreshing the page can help resolve many issues. Sometimes, if the page gets stuck, click the refresh button. The refresh button can come in many forms. It can be a circular arrow at the top left of the page. Other browsers might have other icons. Another way to refresh is to click the right button on the mouse and select Refresh. On rare occasions, this might cause some or all of the information that has been entered to be erased. If this happens, we do apologize. It might be what is needed to get the issue fixed.

Clear the cache/cookies

While not as fun as clearing the cookies off the kitchen table, the method can help clear how to navigate the website and application. Clearing the cache and cookies varies with every website. The best way to know how to clear the cache/cookies off your browser is to do an internet search. 

Close the browser and re-open it

If refreshing the page and clearing the cookies has not worked, try closing the browser and re-opening it.

Change the browser

Sometimes we have to change the browser. We have found that Chrome works best but that others work as well.

Is your website having issues/down?

What is the website doing?

Page specific trouble Shooting.

Application

Date on the application

If you are having trouble on the application and the date was just entered, try changing the date to a sooner date. Please note that the policy can only be purchased 180 days before the start date for the event policy and 90 days before the start date for the annual policy. Every two years we update the Master policy. This can affect the availability of the start date or the availability of the policy number. Please click Why has my policy number not generated?
to learn more about the Master Policy.

"Checkout configuration with the provided version not available" message.

If you are getting the "Checkout configuration with provided version not available" message, please try clearing your cache and cookies. Then refresh the page and try one more. If this message still appears, please try again later as it appears we are fixing something on the website.

Not able to move past the additional insureds page.

A common issue with the additional insured page is having additional insured forms that have been opened but not completed. To fix this, simply remove all of the unfilled additional insured applications and then attempt to continue with the application. Please note that additional insureds can be added after the policy has been purchased in your newly formed dashboard (account). Please let me know if you need those steps.

Troubleshooting adding a show policy.

There are a few issues that could occur when adding a Go policy. A common issue is when you already have coverage during the time of the policy you are trying to add. If this is the case, either coverage must be purchased, or you could purchase another policy starting the day after the Go policy expires. If this is not the issue, try clearing your cache/cookies and refreshing the page. If this still does not help, let us know.

Payment issues

Monthly payments

It can be frustrating when a monthly payment fails, but don't worry! The payment can be resubmitted within 14 days of the original past due/late payment. Here are a few easy steps that will help you resolve the issue quickly :

1. Login to your dashboard by clicking the "Login" or "My account" button
2. If your payment information has not changed, please skip to step 4
3. Go down and click the "payment profiles" button and then click the update button. Follow the prompts.
4. In the "Welcome" page of the dashboard, click on the “Resubmit payment" button if available, otherwise click on "Insurance Quotes and Proposals" and then "Resubmit payment"
5. Go through all steps that are required by the form

If your monthly policy has been canceled due to a missed payment, please contact us to reinstate the policy.

By following these steps and staying proactive, you can quickly resolve any issues with failed monthly payments and ensure that your transactions are processed smoothly in the future.

The initial payment includes the first and last month's payment plus any fees and taxes. The taxes and fees may vary depending on your state and is calculated at the checkout section of your application. This allows you to enjoy the benefits of the policy with the convenience of monthly installments.

Can you change from Monthly payment to Annual payment or Annual payment to Monthly payment?

To change your Monthly Payment to an Annual payment. You can either do this from the check out at purchase, or when updating your information for renewal. Information can be updated up to 30 days before renewal. We currently do not have a way to change payments from Monthly to Annually or Annually to Monthly mid term.

What is a "Master Policy"?

A master policy is a written policy that is cloned to create the individual policies we sell. The master policy is updated every 2 years to account for any changes that may need to be made to the master policy itself.

Why does my policy say "TBA" or not have a policy number attached?

This was done to enable our customers to purchase a policy while the master policy is being finalized. A policy number will be generated as soon as the master policy has been finalized.

Why has a policy number not been assigned to my policy?

At this time, we are finalizing some details pertaining to the policy. Once we have finished those details, we will generate the policy numbers automatically. We apologize for any inconvenience this may have caused.

How long should it take to generate the policy number/what is the ETA?

While we do not currently have an ETA, we expect the master policy to be done soon. Once done, the policy number will be automatically generated on your policy documents.

 Why have I not gotten a call back?

When receiving a callback from our Customer Support team, please note that the call will be coming from a Utah number and not the number you called initially.

It won't let me enter my CVV code for my credit card?

If you are unable to enter your credit card CVV code, first observe the rest of the page to see if there are any error notices for other parts of the application. If there are, address them and try again. If after that it is still not fixed, try clearing your cache/cookies from your browser. If that still does not fix the issue, please give us a call during our normal business hours (M-F 6 AM - 6 PM, MST).

How long does it take for my Endorsements to be approved?

 Endorsements generally take a business day to be approved.