Frequently Asked Questions
Find out answers to all those burning questions..
Please see a list of our frequently asked questions
below.
If there's a question you have that's not on here, please reach out and our team will be in touch.
Questions for Consumers
Getting Started
Yes, the Proova app is completely free to download on both iOS and Android. You can photograph and store as many items as you like at no cost.
You only pay when you need to export your vault to share with your insurer at the point of a claim. If you've signed up directly with us, this costs £19.99. However, if your insurer is a Proova partner, the cost may be covered by them or available from just £5.
Proova is available on both iOS(iPhone) and Android devices. You can download it from the App Store or Google Play Store.
Our identity verification uses the same technology as major banks. You simply:
- Scan a valid ID document (passport or driving licence)
- Take a selfie
- Wait a few minutes while our system verifies the match
The entire process takes just a few minutes and is completed entirely within the app.
Using the App
No, there's no limit. You can photograph as many items as you need, across multiple categories and locations.
The app guides you through each item type with on-screen instructions. The number of photos required depends on the item:
Simple items(e.g., vacuum cleaner): Take a front view and a photo of the serial number/barcode.
High-value items(e.g., watches): You'll be guided to capture multiple angles:
- Front view (not on your wrist)
- On your wrist
- Back showing serial numbers
- The clasp on high-end pieces
- Documentation and original packaging
Our AI assists throughout to ensure you capture everything needed for verification.
Yes, you can add new items to your vault at any time. Simply open the app and photograph your new purchases whenever you acquire them. We recommend adding items as soon as you buy them.
If you move house, you'll need to re-verify your address. This ensures the geocoded location data matches where your items are actually located, maintaining the integrity of your verified inventory.
Yes. If you have multiple insurance policies—home, car, holiday property, etc.—each is stored in a separate vault. This keeps your assets organised by policy and location.
Making a Claim
Yes, Proova works with any insurer. When you need to make a claim, you simply generate a secure link from within the app and email it to your insurer. They can then access your verified vault directly. We're also building partnerships with insurers to make the process even more seamless.
It's simple:
- Open the Proova app
- Go to your account settings
- Click 'Share vault with insurer'
- A secure link is generated
- Email this link to your insurer's claims team
When they click the link, they'll have access to your verified inventory, images, and all the metadata that proves what you had and where you had it.
Yes. If you're the victim of theft, your verified Proova inventory provides police with detailed descriptions, photographs, and serial numbers of stolen items. This significantly increases the chances of identification and recovery.
Account & Data
Yes, you can delete your account at any time. Please note: once deleted, your images and data cannot be recovered. Make sure you've completed any claims before deleting your account.
Questions for Insurers
Integration
We offer flexible integration options:
- Direct API connection for full system integration
- Webhooks for event-driven updates
Implementation typically takes up to one month, depending on your existing back-end systems. We work closely with your technical team throughout the process.
Yes, we provide a full sandbox environment for development and testing. This allows your team to integrate and test the Proova system before going live.
No. We work with insurers and brokers of all sizes. Whether you're a niche provider or a major player, we can support your needs.
Pricing
Insurers pay an annual licence fee, billed monthly, based on customer volume. Pricing is structured in bands:
- Small: Up to 500 policies
- Medium: Up to 2,500 policies
- Large: 2,500+ policies
Contact us for specific pricing tailored to your volume.
Verification is charged per policyholder, not per item. For joint policies (e.g., Mr and Mrs Smith), verification is performed on the lead policyholder. This includes the ID check, AVS check, and all individual item verifications under that policy.
Setup and onboarding fees vary based on the size and complexity of the integration. These are subject to negotiation as part of your contract. Contact our team to discuss your specific requirements.
Data & Compliance
When a policyholder shares their vault, you receive:
- Full images of all catalogued items
- Metadata (timestamps, geocoding, item descriptions)
- The Proova Score
- ID verification status (tokenised—you see 'matched' or 'not matched' only)
Identity information is tokenised specifically to protect insurers from holding sensitive personal data under GDPR.
Proova acts as the data controller and processor. Customers agree to data sharing as part of their registration, and this consent is confirmed again when they generate a sharing link for their insurer. This protects both the customer and the insurer.
Data is retained for six years after a policy lapses. If the policy remains in force, data is kept indefinitely until the policy ends, plus six years thereafter.
The Proova Score
The Proova Score is a simple traffic light system designed to help claims handlers quickly assess verification status:
- Green: All verification checks passed successfully
- Amber: One verification check requires attention
- Red: Multiple verification checks need review
This provides an at-a-glance indication for claims triage and prioritisation.
No. The Proova Score is an indicator to support your decision-making, not a replacement for your own due diligence. It highlights where additional checks may be warranted but does not guarantee claim validity. Insurers retain full discretion over claim decisions.
Questions for Businesses
Pricing
Business pricing is based on location, insurance type, and premium value:
For policies with premiums up to £10,000:
- £99 per year, per location, per insurance type
- Additional insurance types: £25 per year each
For policies with premiums up to £30,000:
- £199 per year, per location, per insurance type
- Additional insurance types: £75 per year each
For policies with premiums above £100,000:
- £299 per year, per location, per insurance type
- Additional insurance types: £175 per year each
Contact us for a tailored quote based on your specific requirements.
An insurance type is a distinct policy category. For example, if your business has:
- Buildings and contents insurance (first type: £99)
- Fleet insurance (additional type: £25)
- Stock and inventory insurance (additional type: £25)
You'd pay for the primary type plus each additional type at that location.
Features & Access
Yes. Business accounts support multiple users with role-based access:
- Admin: Full access to add, edit, and manage assets and users
- Viewer: Read-only access to view the asset register
Yes. Proova supports multi-location asset tracking. Each location has its own vault, and you can manage all locations from a single business account.
Proova handles a wide range of business assets:
- Fixed assets: IT equipment, machinery, fixtures, furniture
- Stock and inventory: Products, materials, supplies
- Fleet: Vehicles, trailers, mobile equipment
- High-value items: Specialist equipment, tools, instruments
This functionality is currently in development and on our roadmap. We plan to add export features for accounting and tax documentation in a future release.
Technical & Security Questions
Verification Technology
Proova uses three verification layers to create an unbreakable chain of proof:
1. Geocoding: Every image is automatically tagged with GPS location data from your phone, proving where items were located when photographed.
2. Identity Verification (IDV): Photo ID scanning and selfie matching confirms who you are, using the same technology as major banks.
3. Address Verification Service (AVS): When you add a payment card, the registered postcode is checked against the address where you're registering assets. This confirms you have a legitimate connection to that location.
When you complete identity verification, you're asked to add a payment card. This serves two purposes:
- If you're paying for the service, your payment is processed
- If your insurer is covering the cost, a micro-payment of £1 is charged (and refunded) to verify the card is genuine
The card's registered address is then compared to the location where you're registering assets. If they don't match (e.g., you're using a card registered elsewhere), this may result in an amber Proova Score—alerting the insurer to perform additional checks.
Our AI performs two key functions:
Item recognition: The AI uses a database of recognisable items and machine learning to identify what's in your photographs. Over time, it learns to distinguish between brands and models (e.g., recognising the difference between different vacuum cleaner brands).
Consistency verification: The AI checks that your description matches what's actually in the photo, and that serial numbers correspond to the correct item. For example, if you photograph a watch but enter a serial number from a different product, the system will flag this for review.
We're continuously adding databases of high-value items from premium brands to improve instant recognition.
Several safeguards prevent after-the-event fraud:
- Timestamping: Every image is timestamped with metadata when captured
- No uploads: You cannot upload existing images—all photos must be taken directly within the app
- Geocoding: Location data is captured automatically and cannot be modified
We're also exploring blockchain technology for additional tamper-proof verification in future releases.
Data Security
Your images and data are stored in encrypted secure vaults. Only you can access your vault until you choose to share it with your insurer. We take data security extremely seriously and comply fully with UK GDPR requirements.
Only you can access your vault—until you choose to share it. When you generate a sharing link for your insurer, they gain access to the specific vault you've shared. You retain full control over when and with whom you share your data.
Still have a question? Need your claims sped up?
Contact UsTrademark Notice: Brand names mentioned on this page (such as Dyson®, Hoover®, and others) are registered trademarks of their respective owners and are used here for descriptive purposes only. Proova is not affiliated with, endorsed by, or sponsored by these brands.
Disclaimer: The Proova Score is provided as an indicator to support decision-making and does not guarantee claim validity. Insurers retain full discretion over all claim decisions. Pricing and features are subject to change.
