Texas Farm Bureau Insurance

Having an app is great, having an app that “sort of works” creates expectation havoc that ultimately creates less convenience because the expectation of a function checks off a mental “that’s done” check box, when in reality it is NOT. Thus leaving the user scrambling for alternative methods in highly inopportune moments. In my case, the share button is non-functional, and there are 20 policies in my quick access area, including cars that have not been on my insurance for YEARS. Claims handling and navigating once inside the app is fine. But expected functionality must work consistently.

Multiple times I have processed payments only for them to not go through and have to end up paying late. Even after pressing continue and done after putting in my payment information I’ll check on it a couple days later once I realize nothing has been pulled out and it will say I’m late to pay. This has happened on numerous occasions and I’m unsure at this point if it’s the app’s functionality or the insurance company.

They need to move the membership payment option or reminder upfront and not behind a menu option. We see it once a year so forgetting about when to make a payment is not uncommon. Place it as a banner on top of the home landing page to address the payment concern and make it a clickable action to lead the member to process the payment. It should also be up 30days prior to due date to catch members when they are making their monthly payment.