So painful
Changed jobs so now have to be with ILH. Was previously with Laya who had a wonderful app that worked properly and had loads of features and functionality, the AI scanning of receipts being the best. This app doesn't load half the time, doesn't have names of registered practitioners, and is super buggy like when you are trying to "select a name" and then the names on your policy don't appear. So frustrating. The app is literally the most important part of your CX. Do better please.
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Impossible to log in after newest update
Please fix. Unusable again. Most recent update forces setup flow again and gets stuck / unresponsive on create passcode screen.
can’t login! stuck in create passcode step!
why we need that! just stuck in the create passcode step - can’t use the app at all
SUBMIT CLAIMS BUTTON
This is a good app EXCEPT for the submit claim button issue. How have you not fixed this yet? You must be paying some third party a fortune to develop and maintain this app. But this legacy issue where you hit the submit claim button on iOS app still exists?? Tell them to sort it out it’s infuriating!
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Problems using the app to make a claim
I found that my password was not accepted not having logged in for quite some time. I’ve since been told that passwords expire within a few weeks if not used. It has been about 9 months.
Changing it proved a nightmare. I accept that verification is necessary but having entered one set of numbers I then had to log in again and enter another set and then another set and at least one more time.
Once in I found it very difficult to understand the process. I uploaded a photo of my receipt but did not understand how to proceed from there. It kept saying “in process”. When I went back and then chose claim again it to,d me I could add another receipt or “finish now”. But then it wouldn’t do anything!
Icing realise that that I had to click on “select 1” underneath.
Once that was done it wouldn’t bring up my practitioners name on the list nor would it let me type it in manually.
I had to phone and go through numerous phone menus until finding a “discuss your claim”.
Why isn’t there an option at the start to be directed to the claims department?
The whole process was very confusing and took me about 45 minutes.
Changing it proved a nightmare. I accept that verification is necessary but having entered one set of numbers I then had to log in again and enter another set and then another set and at least one more time.
Once in I found it very difficult to understand the process. I uploaded a photo of my receipt but did not understand how to proceed from there. It kept saying “in process”. When I went back and then chose claim again it to,d me I could add another receipt or “finish now”. But then it wouldn’t do anything!
Icing realise that that I had to click on “select 1” underneath.
Once that was done it wouldn’t bring up my practitioners name on the list nor would it let me type it in manually.
I had to phone and go through numerous phone menus until finding a “discuss your claim”.
Why isn’t there an option at the start to be directed to the claims department?
The whole process was very confusing and took me about 45 minutes.
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Please fix your fields. It is impossible to use copy/paste.
I can’t copy paste my secure password into your login field. The app is very glitchy and impossible to use.
