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Support for Your Insurance App

Customer & Device Information

Full Name:

Email Address:

Phone Number:

Insurance App Name & Version:

Device Type:

Device Model & OS Version:

Marketplace Where App Was Downloaded:

Issue Details

Type of Issue: (Select all that apply)

Login/Authentication Problem

App Crashing/Freezing

Payment/Billing Issue

Policy Management Problem

Claims Submission Issue

Document Upload Failure

Slow Performance/Loading

Missing/Incorrect Data

Notification Problems

Other:

When Did the Issue Start?

Today

Within the Last 7 Days

More Than a Week Ago

After Recent App Update

Steps to Reproduce the Issue:

(Describe exactly what you were doing when the problem occurred. Example: "Tried to upload a claim photo, but the app froze.")

Error Message Received (if any):

(Please provide the exact wording or screenshot if possible.)

Is the Issue Consistent or Intermittent?

Happens Every Time

Occurs Randomly

Have You Tried Any Troubleshooting Steps? (Select all that apply)

Restarted the App

Restarted the Device

Reinstalled the App

Cleared Cache/Data

Checked for Updates

None

Account & Policy Information

Policy Number (Optional):

Are You Logged In When the Issue Occurs?

Yes

No

Issue Prevents Login

Does the Issue Occur on Both Mobile & Web (if applicable)?

Only on Mobile App

Only on Website

Both

Additional Information

Screenshots/Recordings:

(Attach files showing the problem if possible. Max 5MB per file.)

Description / File Name

Upload File

A
B
1
 
 
2
 
 
3
 
 
4
 
 
5
 
 

Any Other Details That Might Help?

Consent & Submission

By submitting this form, I confirm that the information provided is accurate and consent to the support team contacting me for further assistance if needed.

App Support Form Insights

Please remove this app support form insights section before publishing.


Here’s a detailed breakdown of the Insurance App Support Form, explaining the purpose, structure, and reasoning behind each section to ensure comprehensive issue resolution:

1. Customer & Device Information

Purpose:

  • Ensures the support team can verify the user and contact them for follow-ups.
  • Helps identify device-specific or OS-related compatibility issues.

Key Insights:

  • Name & Email: Mandatory for accountability and communication.
  • Phone (Optional): Useful for urgent issues requiring immediate callback.
  • App Version & Device Details: Critical for debugging—many bugs are version-specific.
  • Marketplace Source: Determines if the issue is tied to a particular app store’s distribution (e.g., App Store vs. sideloaded APKs).

Why It Matters:

  • A crash on iOS 17 but not iOS 16 suggests a compatibility bug.
  • If the issue persists only on Android, it might relate to fragmentation or OS-level permissions.

2. Issue Details

Purpose:

  • Categorizes the problem for faster routing (e.g., billing vs. technical).
  • Identifies reproducibility and user behavior leading to the issue.

Key Insights:

  • Issue Type:
    • Login/Auth Problems → Could relate to password reset flows, 2FA, or API failures.
    • App Crashes → Needs stack traces or device logs.
    • Claims/Document Uploads → May involve backend API timeouts or file-type restrictions.
  • Timing:
    • If the issue started after an update, it’s likely a regression bug.
  • Steps to Reproduce:
    • Example: "App crashes when tapping ‘Submit Claim’ after attaching a PDF" narrows down the fault to document processing.
  • Error Messages:
    • "Error 403: Forbidden" suggests authentication, while "NullPointerException" indicates code failure.
  • Consistency:
    • Intermittent issues hint at network/backend instability.

Why It Matters:

  • A claims submission failure could stem from:
    • User error (e.g., invalid file format).
    • Backend outage (e.g., 500 server errors).
    • App bug (e.g., broken "Submit" button).

3. Account & Policy Information

Purpose:

  • Isolates account-specific issues (e.g., corrupted policy data).

Key Insights:

  • Policy Number:
    • Helps replicate the issue in a test environment with the user’s data (if permissions allow).
  • Logged-In State:
    • If the issue occurs only when logged in, it may involve session management or account-linked data.
  • Platform Comparison:
    • If the web version works but the app fails, the mobile API or UI layer is likely at fault.

Why It Matters:

  • A user who can’t log in might need a password reset or be blocked by an IP restriction.

4. Additional Information

Purpose:

  • Captures visual evidence and unstructured details.

Key Insights:

  • Screenshots/Recordings:
    • Shows UI glitches, error pop-ups, or misaligned buttons.
  • Free-Text Field:
    • Users may reveal unexpected context (e.g., "Issue happens only on WiFi").

Why It Matters:

  • A screenshot of a blank claims page could indicate:
    • Failed API call (check network tab).
    • Local caching bug.

5. Consent & Submission

Purpose:

  • Complies with data privacy regulations (e.g., GDPR).
  • Sets expectations for response time.

Key Insight:

  • Managing expectations (24–48 hours) reduces frustration for urgent issues.


Mandatory Questions Recommendation

Please remove this mandatory questions recommendation before publishing.


These questions are essential to ensure the support team can effectively diagnose and resolve issues. Below is the list of mandatory fields, along with detailed reasoning for each:

1. Full Name

Why Mandatory?

  • Ensures accountability and personalized support.
  • Required for verification (e.g., matching with policyholder records).
  • Helps avoid duplicate/misrouted tickets.

2. Email Address

Why Mandatory?

  • Primary communication channel for follow-ups.
  • Needed to send confirmation, updates, and solutions.
  • Allows support to attach documents (e.g., troubleshooting steps, policy updates).

3. Insurance App Name & Version

Why Mandatory?

  • Critical for bug identification (issues may exist only in specific versions).
  • Helps determine if the problem is fixed in a newer release.
  • Example: A crash in v2.5.1 might be patched in v2.6.0.

4. Device Type & Model + OS Version

Why Mandatory?

  • Many bugs are device-specific (e.g., iPhone 15 Pro vs. Samsung Galaxy S24).
  • OS version impacts compatibility (e.g., iOS 17.4 may have different behaviors than iOS 16).
  • Example: A camera upload issue might only occur on Android 14 due to permission changes.

5. Marketplace Where App Was Downloaded

Why Mandatory?

  • Ensures the app was obtained from an official source (App Store/Play Store).
  • Sideloaded or third-party APKs may have modified code causing issues.
  • Example: A payment bug could stem from an outdated Play Store version vs. the latest App Store build.

6. Type of Issue

Why Mandatory?

  • Routes the ticket to the correct team (technical, billing, claims, etc.).
  • Example:
    • "Login Problem" → Authentication team.
    • "Payment Failure" → Finance/support team.

7. Steps to Reproduce the Issue

Why Mandatory?

  • Helps replicate the bug in testing environments.
  • Distinguishes between user error and app failure.
  • Example:
    • "App crashes when I click ‘Submit Claim’ after adding a photo" → Points to a file-processing bug.

8. Error Message (If Applicable)

Why Mandatory? (When an error appears)

  • Provides technical clues (e.g., "Error 500: Server Unavailable").
  • Speeds up debugging (support can search internal docs for known fixes).
  • Example:
    • "Network Timeout" → Suggests backend API or connectivity problems.

Optional but Highly Recommended Fields

While not mandatory, these significantly improve resolution speed:

  1. Policy Number → For account-specific issues (e.g., missing policy data).
  2. Screenshots/Recordings → Visual proof of UI bugs or error messages.
  3. Troubleshooting Steps Attempted → Avoids redundant suggestions (e.g., "Have you tried restarting?").

Why These Mandatory Fields?

  • Without device/version info, support cannot confirm if the bug is known or new.
  • Without reproduction steps, they may fail to replicate the issue.
  • Without contact details, they cannot follow up for clarifications.


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