AARP/Hartford Auto Policy CANCELED without notice

[JJCC6391]

While obtaining my Quote for Auto Insurance from Hartford I was given the option to save money by enrolling in TrueLane, an App that monitors and scores your driving performance for safety. You obtain the discount immediately and it is adjusted later for unsafe driving scores if necessary. To register on the App you must wait for Hartford to issue you a code or something like that. I contacted their service twice asking for the information and never received what I needed to register on the TrueLane App. About one month later I got a bill for $65 which is the same as the proposed discount I would've received. The bill did have a note that I would be canceled if unpaid. I tried once more to get them to help me register but no response. After I returned home after a 2-week trip I opened a letter from Hartford. This letter was written in all CAPS sounding curt and angry informing me my Auto policy has been CANCELED and was effective 8 days ago. So, I was driving my car Uninsured for six days. This is because I had not paid the $65 yet. There you have it my friends. This is the lessons learned about Hartford Auto. 1)The TrueLane discount savings App is difficult to setup and not well supported. 2)Hartford Auto is intolerant of any past due account, regardless of the circumstances. 3)Hartford Auto cannot be trusted to take care of their customers' needs and puts them at risk with their abrupt actions. 4)Hartford Auto is rude, inadequate and unprofessional in their communication with customers. 5)Hartford Auto will CANCEL policies without warning. These are Facts, therefore I cannot in good conscience recommend the AARP/Hartford Auto Insurance benefit promoted on this website by AARP. This brings me to another unfortunate conclusion. Services advertised by AARP are not always vetted on behalf of the retired community and their specific needs that this organization represents.

[brclark1]

I discovered on these chats that auto insurance discount program is no longer in place. I must have missed any and all notifications about this, or there weren't any! I see more complaints about this on the AARP web site but not on The Hartford site. Very poor communications.

[AARPConsumerCare]

@brclark1  The AARP® Auto Insurance Program from The Hartford is still a benefit, and offers savings and benefits designed to reward members for being safer, more experienced drivers. No-cost, no-obligation quotes are available, and added savings if you bundle your home and auto policies are available. Fore more information, please go to our Member Benefits page: https://www.aarp.org/membership/benefits/insurance/hartford-auto/ or call The Hartford at 1-800-684-5518. If I can answer anything about membership or benefits, please let me know!  Jodee R. 

[AlexB600523]

We are using the TrueLane app for safe driving discount. Major flaw with the app is ... if you use GoogleMap on your phone and even leave phone closed & resting untouched in dash opening or on seat, the app will 'fail you' for phone usage during trip !! Really ?!! What about folks using their car's Navigation System ? What's the difference ? App is a joke with this major flaw.

[MichaelO613482]

Absolutely the worst program. Constantly registering phone taps when phone is never touched. Also claims speed limit was 25 when it's actually 45mph. Rip off!!!

[MichaelO613482]

I've even contacted them about the speed limit issue and they say that cannot change it since they rely on Google maps for the speed limit.

[AARPConsumerCare]

Hi Alex, thanks for providing your feedback on the use of the TrueLane App for safe driving. You can report this issue with the app to the Hartford directly by calling 1-800-684-5518. - Zainab M

[MichaelO613482]

they won't do anything but make excuses

[DanielG378335]

Gee, this happened to me as well....I have no auto liability and can not even get car registraion

now. I am retired and on a fixed budget. Very disturbed.

[DinaS648453]

I hate the app. It records that I am driving when I am a passenger in someone else's vehicle. It has said I used my phone while it has been in my purse. Most importantly I was  told by 2 different employees that I can delete the app after 6 months. Well I renewed my policy and was told they updated there terms and now everybody has to keep an app that does not even work properly FOREVER to get the stupid discount!!!  I even talked to a supervisor explaining this is NOT what I agreed to and was just told 'OH WELL" and if you uninstall it you have to pay  more money!! 

[JulieR748648]

You can change from driver to passenger in the app. Open it, find the trip you were a passenger, and click the wheel cog icon. It will let you designate yourself as a passenger. 

[SherryannP822516]

I wish I would have seen this forum before I switched to the Hartford!  I just unregistered that TrueLane App for the same reason.  It tracked me as the driver when I was the passenger in someone else's car that isn't even insured by The Hartford.  I'm positive this Tracking App is illegal because they are tracking the driving habits of drivers who are NOT insured by The Hartford in cars that are NOT insured by The Hartford....without their consent.  I will definitely be reporting this to the appropriate regulatory agency.  Unbelievable.  Not worth the "discount." Everything is scam these days. 

[JamesG400435]

The TRUELANE app is a very terrible app I get all 5 stars and it lowers my score. I also have credit karmas driving app on my phone and it shows i am driving excellent… I would like to see the CEO of The Hartford download TRUELANE so they can go through the  frustration of using their own garbage app. In the beginning it worked great I believe they can manipulate the app from their end so rates will go up for everyone its all a big lie because no one can help me figure this out it is like an Occult lol. I am about to drop The Hartford for the frustration that they cause me,

Disabled Veteran

[MichaelO613482]

Couldn't agree more!! I have a cruise control feature on my car that keeps my car 3 car lengths behind the car in front of me. However, if the car in front slows down too fast or someone cuts in front of me within 3 car lengths, my car automatically puts on the brakes. However truelane reports it as a hard break! 

[TerryB782590]

100% - it is total GARBAGE!!

[GailL1]

@SherryannP822516 

A friend of mine has one of those safety apps with another insurer and she has to manually go into the app and change her status from driver to passenger.

The one from USAA says this:

In the event the USAA SafePilot App marks a trip status incorrectly, you can change the status.

Please follow these steps to correct a trip:

1. Navigate to the trip details page of your trip.
2. Tap on the drop down at the top of the screen.
3. Select the correct status (driver or passenger).

The USAA SafePilot App will show up to 30 days of recorded trips.

Trip status cannot be changed to impact your score after 30 days.

Trip status cannot be changed to affect your score once it has been locked to determine any applicable renewal discount, even if it has been less than 30 days.

USAA SafePilot Driver Status FAQ 

So maybe there is something like this in the one you are using - 

[AARPConsumerCare]

Hi SherryannP822516. We're sorry to hear you’re having trouble with one of our benefit providers. We are listening and would like the chance to help as soon as possible. Please visit https://help.aarp.org/s/article/contact-aarp to chat, text, or speak with a representative who can get you in touch with our Member Relations team. -Carla S.

[MichaelO613482]

You are concerned about a benefit provider but not listening to users of your garbage app. Fix the above problems or just give the discount without it

[Jonsenne]

Our granddaughter had one of those app's for her car (different Company)  We live out in the far suburban and she keep getting dinged for making wide turns.... lol  this is not Chicago's tight corner's lol...

[DinaS648453]

It would not be so bad if it worked properly. It does not track right and the fact that it has to track so much info  about you besides driving is ridiculous.  

[FPP]

Surprise folks, they are discontinuing Trulane and the discount. I found out when I bought a new car. Nothing like a little notice..........................................

[brclark1]

I just discovered same, somehow I missed any and all notifications, or there weren't any.😢

[Tempest332]

When I signed up, they asked me if I had a smartphone, I didn't & suggested they give me a discount for NOT having one of those distracting devices. 

[brclark1]

😁

[TonyCollazoRappo]

Same here!  I just signed up yesterday 12/21/2023. In a way I'm happy about not using the app, but not happy about my premium maybe going up  =(

[s745896b]

When?  I just signed up today, 6/21/23. 

[JamesG267344]

  Been with Hartford for two years. Had problems with TruLane shutting itself down for no reason. Constant phone calls to reactivate. Hartford usually reduced premium upon reactivation. Called on 11/10 12/12 12/16 to complain due to premium increase from $2305 to $2757 all due to saying I wasn't using TruLane. One lady said on 12/12'we were all active..Customer rep on 12/16 accessed is of turning off app! It's working on my phone yesterday..Told her I had a previous app that scored me at 71 on the same metrics TruLane gives me a 41. Told her we were using the app in good faith. Not willing to adjust premium. Going to file a complaint with insurance department. This is price gouging. I don't control the uselessness of this app so why am I being penalized for it?