1. Summary
The motor insurance home page will start showing error messages with better clarity starting from
2. Details
2.1. Before
Previously, the error messages were shown on the motor insurance homepage using only one type of error banner. From the customer’s perspective, displaying the error banner (with bold red font) can be aggressive rather than welcoming. Another key problem was most of the error codes sent by AXA API, were mapped to the technical error message template. This caused difficulties for Setel’s customer ops to debug the customer issues and prompted #team-insure members for further investigation.
2.2. After
Starting from the Setel app version 1.104.0, users can start receiving clearer error messages which will be shown in a form of an error banner or an info banner. Error banner will display errors that usually do not provide the solution on the spot. Info banner will display errors that provide on-the-spot solutions to the users.
Error messages
Banner type: Error banner
Error code |
Description |
Copy |
|
|---|---|---|---|
| 1 | 01 |
Maximum sum insured exceed / Below sum insured |
Sorry, our insurance partner is unable to process your request. (Error 01: Sum insured related issue.) |
| 2 | 02 |
Minimum capacity exceeded |
Sorry, our insurance partner is unable to process your request. (Error 02: Exceed maximum capacity.) |
| 3 | 03 |
Maximum vehicle age exceeded |
Sorry, our insurance partner is unable to process your request. (Error 03: Exceed maximum vehicle age.) |
| 4 | 04 |
Vehicle with referred risk |
Sorry, our insurance partner is unable to process your request. (Error 04: Vehicle with referred risk.) |
| 5 | 05 |
Bad claim history |
Sorry, our insurance partner is unable to process your request. (Error 05: Adverse claim history) |
| 6 | 06 |
Person with endorsed driving licence |
Sorry, our insurance partner is unable to process your request. (Error 06: Endorsed driving licence.) |
| 7 | 07 |
Vehicle type not accepted |
Sorry, our insurance partner is unable to process your request. (Error 07: Unsupported vehicle type.) |
| 8 | 08 |
Vehicle usage not accepted |
Sorry, our insurance partner is unable to process your request. (Error 08: Unsupported vehicle usage.) |
| 9 | 09 |
Age factor of insurer |
Sorry, our insurance partner is unable to process your request. (Error 09: Insurer’s age.) |
| 10 | 10 |
Driving experience |
Sorry, our insurance partner is unable to process your request. (Error 10: Driving experience.) |
| 11 | 16 |
Third Party with Referred Risk |
Sorry, our insurance partner is unable to process your request. (Error 16: Third party with referred risk.) |
| 12 | 20 |
Motorcyclist PA is not selected |
Sorry, our insurance partner is unable to process your request. (Error 20: Motorcyclist Personal Accident protection not selected.) |
| 13 | 21 |
Referred Additional Benefit |
Sorry, our insurance partner is unable to process your request. (Error 21: Referred additional benefit.) |
| 14 | 22 |
Place of Used Does Not Match with States |
Sorry, our insurance partner is unable to process your request. (Error 22: Incorrect state or postcode.) |
| 15 | B2 |
Sum Insured Exceeds ISM ABI Market Value |
Sorry, our insurance partner is unable to process your request. (Error B2: Sum insured exceeds recommended amount.) |
| 16 | B3 |
Sum Insured is Lower Than ISM ABI Market Value |
Sorry, our insurance partner is unable to process your request. (Error B3: Sum insured lower than recommended amount.) |
| 17 | E1 |
The number of days the gap in cover. |
Sorry, our insurance partner is unable to process your request. (Error E1: Policy lapsed beyond 30 days.) |
| 18 | E5 |
Change in Scope of Cover. |
Sorry, our insurance partner is unable to process your request. (Error E5: Change in coverage.) |
| 19 | E7 |
Vehicle chassis number was reported as Beyond Economic Repair (BER) |
Sorry, our insurance partner is unable to process your request. (Error E7: Vehicle is Beyond Economic Repair.) |
Banner type: Info banner
Error code |
Description |
Copy |
|
|---|---|---|---|
| 1 | N/A |
Duplicate for issued policy with |
Vehicle plate number is already registered. |
| 2 | 400 IMPLEMENTED |
Policy is more than 2 months away from expiry date |
Policies can only be renewed on 2 months before the expiry date. When the times comes, we’ll send you a notification. |
| 3 | N/A |
All other errors Note: Including ID and vehicle plate number mismatch error |
Sorry, our insurance partner is unable to process your request. ({error code} {error message}) Please contact us for further assistance.
Hyperlink: https://help.setel.com/email-us |
| 4 | N/A |
Incomplete vehicle details e.g Missing NVIC |
Error processing request due to missing vehicle details. Contact AXA’s customer support for further assistance. |
| 5 | 422 |
Benefit selected is not allowed under TPFT cover |
Sorry, our insurance partner is unable to process your request due to the change of insurance plan. Contact AXA’s customer support for further assistance. |
| 6 | N/A |
Technical difficulties |
Sorry, our insurance partner is unable to process your request due to technical difficulties. Please try again later. |
| 7 | N/A |
Motorcycle renewal |
Sorry, we’re unable to process motorcycle insurance renewal at the moment. Please contact us for further assistance. |
| 8 | N/A |
Home page failed to load |
Failed to load page. Check network connection and try again. |
We hope this enhancement will ease the user in terms of understanding the error message shown on the landing page. Also, reducing the number of complaints raised to the Setel customer service team.
Figma: https://www.figma.com/file/UDDk9zb8O7xDT4cR4j4Ld1/AXA-Insurance-Landing-Page?node-id=24%3A17362
Document: MINI: Setel Insure error message
3. Release plan
The users with app version 1.104.0 will start seeing the new error message displayed on the motor insurance landing page.
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