¶ Templates
¶ Authorized Delay
Hello,
Thank you for informing us.
I am going to place a "XXXX" week authorized delay on your account, valid until "XXXX".
If you require more time beyond that date, please call us at 610-484-5335 to request an extension.
Thank you,
Orion Support
¶ Camera Ownership Questions
Hello,
Thank you for reaching out in regards to the ownership of the camera. Per Attachment B, Section 3 of your policy agreement, the camera must be returned to Orion Fleet Intelligence in working order within 30 days of request.
Client will not be charged for the vehicle monitoring devices, provided that it remains a policyholder. In the event that Client is no longer a policyholder, or if the Incident Monitoring Device Provider program for capturing the Client Data is discontinued for any reason, Client shall return all vehicle monitoring devices to Incident Monitoring Device Provider in working order within 30 days of a request from Incident Monitoring Device Provider or their insurance carrier. Client is responsible for vehicle monitor device and connected camera charges for any units not returned to Incident Monitoring Device Provider in working order.
Thank you,
Orion Support
¶ Firmware Update Through App
Hello,
Please download the Waylens Fleet app for additional troubleshooting. You can find the app by searching for “Waylens Fleet” in the app store. Do NOT install the Waylens Secure360 app. After installing the app, navigate to your phone's Wi-Fi settings. You should see a network name that matches the SSID of your camera. The SSID typically begins with “2B……” and can be found on the sticker on the base of your camera. Select the network name to connect then enter the password also found on the base of your camera.
Once connected to the network, open the Waylens Fleet app then go to the maintenance tab. Tap on the firmware update tab. If there is an update available, please complete the update. If there is not an update available please let us know so we can further troubleshoot the issue.
¶ Insurance Policy Related Questions
Hello,
We are a third party used to provide the camera and the driver coaching. We have no control over anything related to individual insurance policies. We are happy to field any questions related to the cameras and data, however any questions or requests related to the insurance policy must go through your agent. You can also contact Cover Whale loss control at losscontrol@coverwhale.com / (888) 890-4965.
Thank you,
Orion Support
610-484-5335
¶ Hard Resets
Hello,
Please use the following steps to perform a hard reset on the camera:
- Unplug the camera and wait 5 seconds
- Press and hold the button on the camera for 3 seconds
- While continuing to hold the button down, plug the camera back in and wait another 3 seconds
- After 3 seconds, let go of the button
- Quickly press and release the button again
Thanks,
Orion Support
610-484-5335
¶ Orientation - Good
Hello,
I just reviewed your camera feed and everything looks good. No further action is needed from your end at this time.
Thank you,
Orion Support
610-484-5335
¶ Orientation - Bad
Hello,
It looks like your camera is not pointed in the right direction.
The camera should be mounted at the top of the windshield, and the angle of the camera should be pointing down toward the dashboard.
Please review our installation video to ensure the camera is installed and mounted properly.
LINK: Vimeo.com/605010490
You can call us at 610-484-5335 with any questions/concerns.
Thank you.
Orion Support
¶ Requests to Use Existing Dashcams
Hello,
Your policy with Cover Whale Insurance requires you to use the Orion Dash Camera, even if you already have another camera system installed. Please contact Cover Whale at (888) 890-4965 or losscontrol@coverwhale.com for further assistance.
Thank you,
Orion Support
610-484-5335
¶ SD Card Issues
Hello,
This message is to inform you that your SD Card malfunctioned for the following camera(s):
SSID “XXXXXXXX”.
To fix the issue, please do the following steps:
- Locate the SD Card on the head of the camera.
- Use a finger, key or coin to push the SD Card and pop it out of its slot.
- Wipe the SD card with a clean cloth to ensure that it is free or debris.
- Use a finger, key or coin then reinsert the SD Card into its slot.
Please call 610-484-5335 to validate that the issue has been resolved.
Thank You,
Orion Support
¶ Seasonal Suspension Requests
Hello,
Thank you for reaching out. Please refer to the previous email and click the link provided that will take you to a screen where you can fill out necessary information as to why the camera is not reporting. Please follow these steps to stay in compliance with the insurance.
Thank you,
Orion Support
610-484-5335
¶ Speed Limit Disputes
Hello,
We use a highly accurate data source for our speed limit data that is regularly updated. We can make overrides to the data source but would need to be provided with proof that the speed limit is different from what we are reporting. Please provide the name of the road in question along with evidence proving that the speed limit is different. From there, we can verify and make the necessary overrides in our system.
Thank you,
Orion Support
610-484-5335
¶ Speed Limit Reports
Hello,
Thank you for reaching out. Each insured has access to our portal where they can run a speed limit report. To run the report, the insured would use the following steps:
- Log into our portal at https://orionfi.net/Login.aspx. Their username is the email address we have on file. If they do not know their password they can reset it through the portal.
- Navigate to Reporting & Dashboards → Instance Reporting Tool
- Under the Report Menu, select Safety → Speed Limit Report
- Keep the Amount Over Limit at 11 MPH as that is what Orion categorizes as speeding.
- Set the date range to the dates in question.
- Select the applicable vehicles.
- Click Run Report
- The report will display all events that meet the criteria. The insured can export the report as an Excel or PDF by clicking export in the top right corner.
Thank you,
Orion Support
¶ Troubleshooting Requests from Agents
Hello,
Please ask the insured to text or call us at 610-484-5335 when they are with the vehicle and able to troubleshoot the issue.
Thank You,
Orion Support
¶ Troubleshooting Requests from Insureds
Hello,
Please text or call us at 610-484-5335 when you are with the vehicle and able to troubleshoot the issue.
Thank You,
Orion Support
¶ Unexpected Return Notifications
These notifications are generated by our system when something comes back unexpectedly. There are two situations where this occurs:
¶ Shipment Bounce Back
This is when the shipper returns the shipment to us for a variety of reasons, so the package was never in the recipients hands.
¶ Email losscontrol@coverwhale.com with the following
Subject: <InsuredCompany> - Returned - <Reason>
Example: KRUSIC BROTHERS LLC - Returned - Exceeded Time at Pickup Point
Body:
Hello,
We attempted to ship to:
<Address>
Please let us know how to proceed
¶ If a reshipment is requested, go to the pending outbound order for the insured.
- Add a comment in the order notes
- Mark the order as approved to ship
- Change the billing status to Open Item
- Save the confirmed address
¶ If we determine the insured is cancelled and there is no need for an outbound order
- Go to the corresponding return order, set order reason to Policy Cancelled, set billing to open item
- Delete the pending outbound order
¶ Returned for Unknown Reasons
This is when something is returned for unknown reasons not related to the original outbound shipment. In these cases, we need to manually review the insured's vehicles and orders to figure out why the camera was returned. If you are unable to figure it out, email losscontrol@coverwhale.com to ask them to provide clarification on how to proceed.
Example:
Insured XYZ returned two cameras for unknown reasons. We still have two active VINs in our system with no cameras assigned. Please let us know how to proceed.
¶ Waylens Fleet App
The correct app to connect with the camera is WAYLENS FLEET in the App Store or Google Play. DO NOT use Waylens 360. The app connects to the camera via WiFi.
To connect:
1. Go to your phone’s Settings/WIFI
2. Find and connect to the network that matches the camera’s SSID, which you will find on the sticker on the back of the camera.
3. When prompted, enter the password that is also on the sticker on the back of the camera
4. Once connected, open the WAYLENS FLEET app and go through the installation wizard.
5. When prompted for the camera type “Secure360.”
6. Verify that the camera is plugged in, start the truck, and verify that the red light is on.
7. Select “Light is on” in the app then “Continue.”
8. Select “Lens Up” or “Lens Down'' depending on your camera's position. Most installations should be Lens Down.
9. Select “OBD-II” as the connection type unless you have hard wired the camera to the fuse panel (uncommon).
10. Finally select the Traditional vehicle type option.
At this point, the app will run a network connectivity test. Please report back the results of the test.
Thank You,
Orion Support
Apple Store Link: https://apps.apple.com/us/app/waylens-fleet/id1475050298
Google Play Store Link: https://play.google.com/store/apps/details?id=com.waylens.fleet&hl=en_US&gl=US&pli=1
¶ Video Requests - Insureds
Hello,
The cameras will send 20 second video clips to our server whenever a hard brake, hard acceleration, hard cornering or potential collision occurs. You can review these clips by logging into our portal then navigating to Fleet Now → Videos/Snapshots.
Other footage is stored on the camera's SD card for about 100 hours of recording time before it is overwritten by new data. We can request 20-30 second clips for specific time frames (up to five minutes) that can be stored on our server. We would just need you to provide the time range you are looking for (up to five minutes) including the time zone. For us to request footage, the camera must be plugged in and connected to the server. If the camera is unplugged, we cannot connect to it to request additional footage.
If you need to review footage over an extended time period, you need to connect to the camera through Wi-Fi using the Waylens Fleet app. You must be with the truck and the camera must be plugged in to connect through Wi-Fi. You can download extended footage right to your phone through the app.
Thank You,
Orion Support
¶ Video Requests - Unauthorized Third Parties
Hello,
Our policy is not to furnish client details to third parties without a valid court enforcement order. Therefore, I trust you appreciate our position that we will not be able to provide the camera details you are requesting prior to receiving a valid warrant or subpoena.
Thank you,
Orion Support
¶ What is the camera recording?
Hello,
The cameras are recording video and saving it on their internal memory whenever the vehicle is in operation (ignition is on). This footage is stored on the camera for a period of time until the memory card is full, at which point it starts to delete the oldest footage first as it saves the newest footage. No one can see the footage if it is only on the camera, it can only be viewed remotely if it is sent to the server. Short video clips (20 seconds) are transmitted from the camera to the server for the potential for remote viewing only if 1) it is triggered by a severe telemetry event (ie. hard braking, impact, roll over etc.) or 2) the insured, Orion, or Cover Whale requests a clip from a given period of time - usually to investigate a claim that may have been caused by a small impact not severe enough to trigger an event (ie. someone says your truck clipped their mirror).
Orion is only viewing camera footage to 1) validate proper installation and hardware performance 2) help resolve a claim and 3) provide driver coaching tips. We however are not regularly reviewing dash camera footage at random. At the end of the day – we have thousands of these cameras deployed, so even if we wanted to view footage from everyone all time of the time it is just simply not possible.
Separate and distinct from the video recording, the camera is regularly sending telemetry data (location, date / time, speed) once a minute with its instantaneous location information. This however is only text based data and no video is shared with these events.
Thank you,
Orion Support
610-484-5335