Routely® support and FAQ

About Routely

Wait, who’s Arity?

Arity is a technology company that’s using data and insights to predict risk, increase safety, and maximize efficiency in transportation. To learn more, check out arity.com.

Why should I use Routely?

Routely can help you better understand your driving habits and is a great way to take advantage of insurance company discounts or rewards by regularly logging activity in the app.

How do I sign up?

Currently, Routely is only available through partner programs. If you signed up for a program, you should receive a registration code to activate the app.  Download the app and enter the code to get started.  Don’t have a code? Contact your insurance company to see if they have a program with us.

What permissions will Routely need in order to work?

Routely needs access to a few permissions and settings to record trips.

For Android devices, turn on:

• Location services
  Wi-Fi

Enable:

• Google Play Services

Allow access to:

• Location permission – “Allow all the time”
• Storage permission
• Physical activity (for Android 10 and above)

For iOS devices  Allow access to:

• Location – “Always”
• Precise Location enabled (for iOS 14)
• Motion & Fitness
• Background app refresh

Turn off:

• Low power mode

For both Android and iOS, you’ll need at minimum 800MB of storage space available and at least a 5% battery charge.

Why does Routely need access to my Location and Motion and Fitness data?

In order to properly record trips in the background, we need access to your location. Routely’s battery usage is like other navigational apps. 

Motion and Fitness is the term Apple uses to describe your phone’s motion sensors. We do not measure your fitness activity. However, we do use your phone’s motion sensor to detect when you’re moving in a car and to measure any driving behaviors. 

Do I need the app open for it to work?

No, Routely is designed to run in the background and will detect when you’re driving. Go ahead and just drive like you normally do.

What information does Routely collect?

We gather basic driving information such as distance, speed, and the time of day you drive. Routely runs in your phone’s background to collect information associated with your driving patterns. This information is shared with your program company. We’ll send an updated terms of service agreement any time this information changes. You’ll also be notified in advance if we plan to change the data used to evaluate and report out on your trips.

Does Routely listen to my calls or read any of my messages?

No. We capture data such as trip start and end time, miles, acceleration, braking behavior, cornering, speed, and indications of phone use such as incoming and outgoing call status during a trip. You can view Arity’s privacy policy for more information on our data collection.

Will the app drain my battery?

While running in the background or when a trip is in progress, Routely’s battery usage is like other navigational apps. Battery health, phone model and cellular signal strength also affect battery performance.

How does the app know if I’m the driver or the passenger?

Routely uses an algorithm to detect when a user is the driver or a passenger, but we are always continuing to improve this algorithm. Note: We need about 10 trips recorded to have more accurate predictions.

If you see an incorrect detection in a trip, we could use your help to update it. This will help the algorithm become more accurate in the future. To edit, you can go into your trip details and tap on the blue icon the right.

For step-by-step guides on two different methods on how to update this, view the “How do I update a trip if I wasn’t driving” question within the Troubleshooting section below.

Driving behaviors

How is score calculated?

Routely’s goal is to help you understand your driving habits and assess your typical driving style with a score that is updated regularly. Your score is based on several factors:

• Distracted driving
• High speed
• Sudden braking
• Time of day

The driving score calculation accounts for the behaviors relative to the number of miles driven. This ensures the score reflects  your driving patterns, so rare behaviors – such as braking suddenly to avoid hitting a deer or driving home from a concert late at night – won’t have a significant impact on your score.

What is distracted driving?

Distracted driving means using your phone while driving – activities like making or accepting phone calls, texting, or actively using apps like navigation or music. Passive activity such as using a Bluetooth device or interacting with Apple or Google car play generally don’t count towards distracted driving. Examples of phone use that aren’t considered distracted driving:

• Making or accepting a hands-free call without touching your phone
• Setting up navigation and music apps before starting your trip
• Using your phone while waiting in a drive-through line or ordering from the Starbucks window

For your safety and the safety of others, enable “Do Not Disturb” mode before your trip and limit your phone use until after you arrive at your destination. Routely does not listen to, read, or store your calls or messages. You can view Routely’s privacy policy for more information on our data collection.

What is speeding?

We identify two types of speeding events: a) driving over 80 mph and b) driving over the limit.

Driving over 80 mph (high speed) represents distance driven at speeds above 80 mph. Being conscious of your speed can help lower your risks on the road.

Driving over the limit represents distance driven at 10 mph or more over the posted speed limit. This event does not affect your score. Available only for participating programs.

Please note: Speed limits can vary. Below are a few common reasons why you may see unexpected speeds:

• Variable speed zones due to temporary conditions such weather, construction, school crossings, traffic or time of day
• Sudden speed limit changes on certain types of roads including frontage roads, entrance and/or exit ramps
• Loss or sudden decrease of cellular or GPS signal throughout your trip

If you’d like to report an inaccurate or out of date speed limit, view the “How do I report an inaccurate speed limit” question in the Troubleshooting section below.

What is sudden braking?

Sudden braking is when Routely detects a short period of rapid deceleration. Stay alert, maintain a safe following distance, and drive defensively to avoid situations requiring sudden braking.

What is time of day?

Certain times of day, especially late at night, can make driving difficult, stressful, or impact your reaction times. If you have to drive during less safe hours, stay alert and limit distractions.

What are streaks?

Streaks allows you to monitor your safe trips habits and challenges you to beat your personal best. You earn one streak, if you have at least one driving trip free of events (distracted driving, sudden braking or driving over 80 mph). The streak will reset to zero, if you break the chain by getting any of the events on your next trip.

You can earn streaks in the following categories:

• Perfect trips: driving trips without a phone handling, sudden braking or driving over 80 mph event.
• Focused trips: driving trips without distracted driving (via a phone handling event).

For more details on distracted driving, see the “What is Distracted Driving? above.

Troubleshooting

Why aren’t my trips recording (iOS)?

There are a few reasons your trips might not be recording. To help figure out why, check below to ensure your phone has the correct settings to properly record trips:

1. To be recorded, trips must meet minimum conditions related to travel speed, distance, and duration along with sufficient battery levels.
2. Verify Basic Settings

• Routely is active and App Diagnostics all have green check marks
• App is updated to most recent version
• Location enabled and set to ‘Always Allow’
• If running iOS 14, ensure Precise Location is toggled on/enabled
• Motion & Fitness set to ‘Allow’
• Background app refresh enabled
• Low power and airplane modes disabled
• iOS version is at least 13.0 or higher
• Sufficient storage (800 MB or more)

If you have verified all the above and are still having problems, please contact your insurance provider.

Why aren’t my trips recording (Android)?

There are a few reasons your trips might not be recording. To help figure out why, check below to ensure your phone has the correct settings to properly record trips:

1. To be recorded, trips must meet minimum conditions related to travel speed, distance, and duration along with sufficient battery levels.
2. Verify Basic Settings

• App is active and App Diagnostics all have green check marks
• Location enabled and set to ‘Allow all the time’
• If running Android 12, ensure ‘Use precise location’ is togged on/enabled
• Power saving and airplane modes disabled
• All required permission allowed
• Sufficient storage (800 MB or more)
• Google Play services up to date
• OS version is at least Android 6.0 or higher
• App updated to most recent version

If you are running Android 11 and above, your phone may remove Routely permissions after three months of inactivity. Please go to check if you have the correct permissions set. To check, go to Routely App Info > Permissions > Turn off Remove permissions if app isn’t used.

If you have verified all the above and are still having problems, please contact your insurance provider.

How do I report an inaccurate speed limit?

We do our best to reflect up-to-date speed limit data within Routely, but sometimes posted speed limits can vary. This may be due to temporary road conditions or safety zones. If you’d like to report an inaccurate or out of date posted speed limit, please contact your provider directly or email us at routely@arity.com with the following information about your trip:

• Time, date, and exact location of speeding event including the intersection or start/stop point of the discrepancy experienced
• Current posted speed limit on the road in question

It takes time to investigate speed limit requests, so it may take up to six weeks for updates to reflect in your app.

How do I update a trip if I wasn’t driving?

Need to change the mode of transportation for your trip? There’s an easy way to do that:

• Click into the details of your trip
• Select the transportation mode icon on the bottom right
• Select the correct mode of transportation – whether you were a passenger, on public transportation, riding a bicycle, etc.
• You can also change the mode of transportation from the Trip List and on Home using the same icon.

Note: We need about 10 trips to have more accurate predictions.

I have a new phone; do I need a new code to use Routely?

Yes, you’ll need a new activation code. Download Routely on your new phone and use the activation code provided by your insurance company to get back on the road with us.  You’ll still be able to see your driving score, but any trips taken with your old phone will not be available to view.

I need help with my code.

For help with your activation code, please contact your insurance provider.

How do I report a problem that’s not addressed here?

For program questions please contact your insurance provider through the Contact Us option in the app.  For other technical questions, please contact Routely@arity.com with the name of your insurance provider and a description of your email.

Need help with an issue you don’t see above?

If you’re having trouble with your registration code, or within the app, please contact your insurance provider. If you’re having trouble installing Routely, please contact us at Routely@arity.com.