How to verify a customer’s insurance using Manual Override

Available on: Dealerware Web and Dealerware Mobile

When a customer unable to complete the standard mobile check-in flow, you can upload their insurance document on their behalf. Dealerware’s DocAI will extract the policy details and populate the insurance record automatically.

Best practice: Always offer the standard QR code or mobile check-in flow first. Manual Override is a fallback — coverage and risk validation is strongest when the customer completes check-in themselves.

When to use Manual Override

• The customer doesn’t have a smartphone or working camera
• The customer already provided proof of insurance through another channel — emailed PDF, physical declarations page, etc.
• You’ve confirmed coverage directly with the carrier
• The customer is a VIP and an expedited check-in path is appropriate per dealership policy
• The QR code can’t be scanned or the mobile check-in link won’t load on the customer’s device

Before you start

• Have a clear PDF or photo of the customer’s declarations page or insurance card ready. Declarations pages produce the most complete extraction. Insurance cards are an acceptable fallback.
• Confirm the customer has verbally consented to you uploading the document on their behalf.
• Know which reason for override applies — you’ll need to select one before you can proceed.

How to complete Manual Override on Dealerware Web

1. Go to the Customers list and open the customer who needs insurance verification.
2. Scroll to Insurance Information and select Edit Insurance.
3. When the Scan QR Code modal opens, select Upload Insurance at the bottom of the screen.

4. A warning dialog will appear. Select a Reason for override from the dropdown:
   1. Contacted Carrier — you called the carrier and confirmed the policy is active
   2. Provided Proof — the customer provided an acceptable document outside the app
   3. VIP — the customer qualifies for an expedited path under dealership policy
   4. Other — use sparingly; document the reason in your notes
5. Select I Understand to continue.

If you change your mind, select Use QR Code to return to the standard flow.

6. When the Axle upload panel appears, select Upload or capture and choose the file from your computer.
7. On the consent screen, select Continue. By proceeding, you’re confirming the customer has agreed to share their document with Axle per Axle’s Privacy Policy and Terms.
8. Keep the page open while DocAI extracts the data — do not navigate away until you see a result.

9. Check the result:
   1. Green confirmation — “Insurance updated successfully”: the insurance record now shows the extracted Provider, Policy #, Expiration, and a thumbnail of the uploaded document. You’re done.
   2. Red banner — “Missing important information”: DocAI couldn’t extract one or more required fields. Select Edit on the banner and continue to the next step.
10. In the Edit Customer panel, scroll to Insurance Information. Fields DocAI couldn’t extract will be highlighted in red — typically Provider, Policy #, or Expiration. Fill in the missing values, confirm the document photo looks correct, and select Save.

How to complete Manual Override on Dealerware Mobile

The steps mirror the web flow above. Screens stack vertically instead of opening in side panels, and you can use your device camera to photograph the document directly.

1. Open the customer’s record, tap Insurance, then tap Verify Insurance.
2. On the QR Code screen, tap Upload Insurance.
3. On the warning screen, select a reason for override and tap I Understand.
4. Tap Upload or capture to select a saved file or take a photo of the document.
5. Tap Continue on the consent screen.
6. Keep the app in the foreground while DocAI extracts the data.
7. If you see “Missing important information,” tap Edit, fill in the required fields, and tap Save.

What gets updated after Manual Override

Once the flow completes, the Insurance Information section will show:

• Provider, Policy #, and Expiration — extracted by DocAI or entered manually
• Last Verified timestamp — set to the time of the override
• Document photo — the uploaded declarations page or insurance card

Note: Some coverage validation rows — such as Insureds Match or Collision Coverage — may show as Unknown after a manual override. These checks require the customer-facing mobile flow to run. The policy data is still captured and on record.

Frequently asked questions

Why do I have to select a reason for override?

Manual Override skips parts of the validation that the standard mobile check-in performs. The reason is required so your dealership can track when and why the fallback path was used.

Can I switch back to the QR code flow after starting an override?

Yes. On the warning dialog, select **Use QR Code** to return to the standard flow at any point before uploading.

What file types does DocAI accept?

PDFs and images (PNG or JPG) with clearly readable text produce the best extraction results.

DocAI didn’t fill in all the fields — did something go wrong?

No. If DocAI can read the document at all, any extractable fields are filled in and the photo is saved. The “Missing important information” banner only appears for fields it couldn’t read. Select **Edit** to fill those in and save.

I uploaded the wrong document. What do I do?

Select **Edit** on the Insurance Information section, delete the incorrect photo, and either upload the correct document or use the **Scan QR Code** option inside the Edit panel as a fallback entry point.

Why do some coverage validation rows say “Unknown”?

Certain checks — like whether the insured name matches or whether coverage meets the required threshold — can only run through the customer-facing mobile flow. When that step is bypassed, those validations are recorded as Unknown. The policy details themselves are still captured and on record.