Frequently Asked Questions (FAQ)
1.1 What is Sompo Drive?
It is Sompo's initiatives to make the roads safer and better for everyone using the telematics technology by rewarding and encouraging you to drive safe.
1.2 What is Sompony?
Sompony is Sompo's regional mascot representing our brand values. For more information, write to us on [email protected]
1.3 How my trips are recorded?
Sompo Drive auto-start and auto-stop functionality records trip automatically without any manual intervention. This is based on several factors such as speed, distance, GPS location etc. You need to make sure your location services are for this to work.
1.4 Can I manually start and end the trip?
Yes, you can also manually start and end the trip by going to "Drive" page on Sompo Drive module and tapping on the start circle. Though you are not required to do this as the Sompo Drive auto-start and auto-stop functionality will start the trip for you.
1.5 Can I disable auto-start and auto stop?
Yes, you can turn-off the GPS or location services in your device to disable this function. Though, we will not encourage because you may forget to switch this back on and miss on exciting rewards for driving safe.
1.6 Can I cancel the particular trip recording?
Yes, you can before each trip you will receive the notification depending on your phone settings. You can also stop the journey by going to "Drive" page on Sompo Drive module and tapping on the circle.
1.7 I have downloaded the app but it is not working properly?
You can uninstall and install the app again or restart your phone. If the problem continues, please e-mail us on [email protected]
1.8 Will Sompo Drive consumes huge mobile data?
Data for each trip is recorded using the GPS which doesn't require an internet connection. The trip is stored in the app and uploaded whenever you are connected to the internet. If you don't want to use mobile data, you can go to settings page and select the settings to "Upload Using Wifi Only". The app doesn't use a significant amount of Mobile data as the data transmission is using light data files and optimised to reduce the data consumption.
1.9 Will the app usage affect my phone battery usage?
Just like any other application, Sompo Drive will also use the phone battery but if we have optimised the Sompo Drive to make it extremely power efficient to avoid any battery drain and cause you any difficulty.
1.10 Do I need to keep the app open while driving?
No, the app works in the background and you don't need manually open the app for it to function.
1.11 Can I use my phone while the app is running?
Yes, though we highly recommend you not to use the phone while driving.
1.12 Can I continue to use other apps such as GPS while using the Sompo Drive?
Yes, Sompo Drive does not interfere with your other apps. Though, we strongly suggest that you do not use the mobile phone while driving.
1.13 Can I plan my trip route using this app?
At this moment Sompo Drive doesn't support this functionality because we believe you have many other apps for this purpose. Let us know if this something will be helpful for you.
1.14 Can I invite family members and friends to join this programme?
Yes, you can invite up to 3 members to join Sompo Drive provided they are driving the same insured car. Go to the user profile and invite them using their mobile number.
1.15 Why I am being signed out of the app automatically?
If we notice that you have not been using the app for a long time, we automatically log you out for security reasons. You can always log back in using the same mobile number provided earlier. If there is any problem, please e-mail us on [email protected]
1.16 Is it compulsory for me to use the app if I have a policy with Sompo?
Not at all. Usage of this app is totally optional and currently on an invitation basis. We will encourage you to use the app as it helps us improve our services and products and help you serve you better. Also, it can help you earn atrractive rewards for driving safely.
1.17 My app seems to be distorted and doesn't show the information correctly?
This is possible because our app is configured to certain minimum screen dimensions. If you facing issues, please e-mail us on [email protected]
1.18 Location on Sompo Drive is not accurate?
Your mobile device determines and provides your location to Sompo Drive based on a combination factors. Check your phone settings and PHONE MAPS app to verify your location. If your location is accurate in the PHONE Maps, but still inaccurate in Sompo Drive, please e-mail us on [email protected]
2.1 I have taken a trip but it is not shown on the app?
Please check your location services are switched on for Sompo Drive as the trip will not be recorded if location services are disabled. Sometimes the quality of GPS signal can impact the recording of trip data such as while traveling in tunnels or area with a lot of high-rise buildings etc. Also, very short trips of few hundred meters are not shown. If your journeys are missed very often, please e-mail us on [email protected]
2.2 Sometimes my trips are not uploaded or the screen shows processing?
Please check you have a connection to the internet. It may be also possible that we are experiencing heavy traffic due to which there may be a slight delay. If everything is fine and you have waited long enough but the problem still persists, please e-mail us on [email protected]
2.3 I have made a single trip but the app shows several shorter separate trips?
This can happen as Sompo Drive automatically stop if it does not detect any or little movement for a pre-defined time which is common if you stuck in traffic jam or if GPS signal drops in between the journey. This doesn't affect your overall profile score.
2.4 I cannot see my driving score for the recent trip, I have taken. It shows a big grey circle?
Our app doesn't automatically give you the score for each trip as we want to make sure you are the driver during the trip and it is not driven by your family member or friend or it is not a trip in MRT, Bus or Taxis. You can select if you were the driver by simply tapping on the trip and select the most appropriate option.
2.5 The app doesn't show the complete trip?
The auto start function depends on factors such as speed and distance and hence you may notice initial few hundred meters are not recorded sometime to due to poor GPS signals, slow-moving traffic etc.
3.1 What is the overall profile score and how it is calculated?
The overall profile score is a 30-day average score of all your trips measured across the combination of all your other sub-scores such as speeding, acceleration, braking, cornering.
3.2 I am recording individual trips but I can't see my profile score yet?
Overall profile score is only shown after you have recorded 100KM.
3.3 What is speeding and how it impacts my profile score?
Speeding is a score that reflects how closely you keep to the legal speed limits. A high score is best and means you nearly always keep to the limits.
3.4 What is acceleration and how it impacts my profile score?
Acceleration is a score that reflects how moderately you increase speed. A high score is best and means you accelerate at a safe rate and do not accelerate too fast.
3.5 What is braking and how it impacts my profile score?
Braking is a score that reflects how moderately you slow down. A high score is best and means you plan ahead, always brake moderately and avoid harsh braking.
3.6 What is cornering and how it impacts my profile score?
Cornering is a score that reflects how well you execute and bends in the road. A high score is best and means you always plan ahead and reduce your speed ahead of these types of road hazard.
3.7 What is app usage and how it impacts my profile score?
The app use score reflects how regularly and reliably the trips are getting recorded. A high score is best and means you are recording nearly every trip you drive.
3.8 Why the individual trip score is from 1 to 5 but profile score is from 1 to 100?
A score of 1 to 100 for each individual trip is not meaningful for statistical purposes as one bad trip doesn't reflect your average driving behaviour. Hence, for the overall driving score we use the score from 1 to 100 and for individual trips, we use 1 to 5. Remember, whatever the measure is higher the score the better driver you are.
3.9 How can I check in which areas I have done badly on a particular trip if I want to improve my score?
Go to drive module > Trips > select the trip you want to check. Here you will see selected top 'events' where you have done badly. You can tap on the event and it will take you to the particular location on the map where this event had occurred. You can also look at google map view to identify the location to help you identify if there are any specific points or junctions you have to be careful.
3.10 I am a very good driver and never had an accident before but my driving score is very bad?
Driving score is a combination of several factors such as speeding, cornering, acceleration, and braking. Not all the events where you have exceeded the pre-specified threshold are shown. If you have concerns, please e-mail us on [email protected] and we can support to you on the areas where you might need to improve the overall score.
4.1 For what purposes the data is collected and used by Sompo?
The data collected helps us to understand your driving behaviours and reward you if you have shown to be a consistently good driver. It also helps us to innovate and customise our products to serve you better.
4.2 Is somebody tracking me while I am driving?
No, we are committed not to interfere in your privacy and we do not track where you are going while you are driving.
4.3 Why have I been asked to upload the photos of my vehicle, driving license, NCD, and vehicle registration certificate?
This is primarily needed to match the policy details that you currently have with Sompo and help us to serve you better in case of emergency. Also, Sompo Drive acts as your policy wallet.
4.4 Is my data shared with anybody outside Sompo?
Your data will be stored securely and handled as per Sompo Drive Privacy Policy. Please go to settings page on Sompo Drive to access the privacy policy. If you have any concerns, please e-mail us on [email protected]
5.1 Can I change my profile picture or email address?
Tap on your profile picture section on the home screen to change the profile picture and email address.
5.2 How my profile picture and nick name is used?
Profile picture and nickname is used on the leader board if you decide to do so. Chose a nice picture and nickname for yourself to show others how good a driver you are!
5.3 Can I change my mobile number?
You cannot change the mobile number in the app. please e-mail us on [email protected] to change your mobile number.
5.4 What if my phone is lost or damaged?
Please report to the relevant authority and your telecoms service provider, if your phone is lost, Sompo Drive do not track your phone's location.
5.5 What if I change my mobile phone?
Please make sure that you download Sompo Drive in your new phone and register again.
6.1 How much financial rewards I am entitled to?
There is no fixed amount of rewards that you can earn in a year and it depends on the number of challenges you complete which are linked to financial rewards. You can see this by simply going to challenges page. Challenges marked with $$$ sign are linked to financial rewards. Also, time to time we will send you personalised new challenges which may lead to exciting financial rewards.
6.2 When can I be entitled to get financial rewards?
We will send you the rewards voucher once you've challenges marked with $$$ sign. Check the rewards module if you are eligible. Please e-mail us on [email protected] if you believe that you have completed the challenge but not have received the reward voucher.
6.3 What should I do to redeem the e-voucher?
Simply, just go to any ISETAN outlet in Singapore and show the barcode in the app at the cashier counter. You can use multiple vouchers in one receipt. Please email us on [email protected] if there are any issues in redeeming the vouchers.
6.4 I have used the voucher but it still seems to be active?
You can only use the voucher one time and hence if you try to use again, it will be declined at the cashier counter. Voucher is not removed immediately and only invalidated after few days.
6.5 I cannot see my ranking on the leaderboard or challenges?
To participate in the leaderboard you need to complete the challenge requirements. Please refer to Samurai, Daimyo or Shogun badges in the "Badges" section to know the details of the challenge.
6.6 Can I change the voucher in return for cash or redeem in parts?
No, you have to redeem the voucher to its full value. Any unused value will be forfeited and you will not be able to use it in future. Please refer to rewards terms and conditions in Sompo Drive for further details.
6.7 Can I transfer this e-voucher to someone else?
No, the voucher is not transferable and cashier at the counter can request you show the voucher code in Sompo Drive. Do not share the voucher code with anybody unless you nominate them to use on your behalf.
6.8 I am having issues at Istean Store in using the voucher due to some system issues?
We are sincerely sorry for this inconvenience and we recommend that you either or try later again.
7.1 Can I report the accident using the Sompo Drive?
It is currently not possible for you to report the accident through Sompo Drive. However, you can record the accident photos, details and use this to call directly our claims helpline i.e. MARS (Mobile Accident Response Services) or contact us directly for assistance and a smoother claims process.
7.2 I cannot see the accident photos and details that I saved last time?
All the details have been emailed to you on the e-mail address recorded on your profile page. If the address is incorrect or you can't find the e-mail, please e-mail us on [email protected] and we will send you the copy.