On November 15,2021, at 5:13PM (already dark), my wife's 2013 SMART car (fully insured with MetroMile) failed to start, in a remote and desolated industrial park area, 30 minutes from home. The gasoline tank had 0.7 gas. Though, we have driven many times this car with gas tank at 0.0, using MetroMile Road Side Assistance cell phone App, my spouse requested MetroMile gasoline delivery. The MetroMile App confirmed that the request for gas delivery was received. 30 minutes later, at 5:45PM, I arrived with a gallon of gas. MetroMile has not yet delivered the requested gas, in fact, MetroMile App status was still the same "request for gas delivery was received". We added my gallon of gas but car still failed to crank and start. While I proceeded to jump-start the car. My wife called MetroMile Road Side Assistance to cancel her previous request for gasoline delivery and request a towing truck. MetroMile outsources its Road Side Assistance to AGERO. My wife talked to Miss. Kimberly, with AGERO, who tried and failed at least six times to find our MetroMile car insurance policy. After checking, rechecking, confirming, and verifying that our MetroMile car insurance policy number was accurate and correct, we asked Kimberly to talk to her manager-supervisor. Kimberly's Manager-supervisor also failed to find our MetroMile car insurance policy. Luckily, jump-starting the car worked, so we were able to drive the car to the nearest AutoZone and buy a new battery. We super good senior drivers no accidents, nor claims for years. We are now in the process of finding a new car insurance company to replace MetroMile. One that we can trust and rely for Road Side Assistance. BASE ON THIS EXPERIENCE AND THE WAY METROMILE HAS MISHANDLED OUR CLAIM OR COMPLAINT FOR NOT RECEIVING THE ROAD SIDE ASSISTANCE WE PAID AND NEEDED, WE DO NOT RECOMEND METROMILE CAR INSURANCE.

I've been a customer for more than 8 years and they had all my car's information as they should. I always paid punctually and never missed a payment. On two occasions I needed road assistance (my coverage included that service) however that was never provided but I never made a big deal out of it. I'm also a good driver with a clean record as well as my husband. The problem was that on thanksgiving of 2020 my husbands Econoline was stolen from our house. We filed a claim and before they closed it they asked me to send all my cars' information (again), proof of residency, pictures, id's, and all the information they supposed to already have on file and all was due on January 7th. It was a large file and tried to send everything and never got a replied back from them so I assumed they had all the information they requested. However, on March 02 I received a letter saying that my insurance policy was going to be cancelled on March 23,2021 and I didn't understand why so I called them up and asked what was wrong and the agent I chatted with said because one of my vehicles was for commercial use (which they already knew). I asked them to please reconsider and this person said no and that there was nothing I could do. Then I called to speak with someone and I was able to speak with Usher and explained the whole situation and that I was confused that it seemed to me that they were trying to get rid of me and he replied that they did not received all the documentation requested so I said that I wasn't notified. He said to send the remaining documents and that he would resubmit to the Underwriting department. I sent all he asked for and I was supposed to wait for them to reply so I waited and a couple of days after I sent them an email asking about my status but they didn't reply back until Friday 19th late afternoon saying they will continue with the cancelation because I failed to send all the information requested on January 7th and because my husbands vehicle was of commercial use. I have to mention that during both conversations I had with the agents I told them that I was open to take my husbands car of they policy if they considered high risk but still they just say no. This gave me a huge amount of stress and it isn't fair what they did because non of what happened to us was our fault. To me there was not a good reason to cancel my policy in less than 30 days. I do not recommend this company. It's cheap and you get what you pay for.

I was saving a substantial amount, at first, but lately Metromile seems to be addicted to rate hikes, and they don't actually save you a lot of money unless you hardly drive at all. When I signed up in 2016, I had a 1996 Ford Crown Victoria and thought "Hey, cool!" at paying like $15 a month and a couple cents a mile for basic liability coverage, but in July of this year, I financed a 2018 Kia Soul Plus. Part of what made me comfortable taking on a car payment was the thought that Metromile had my back on car insurance rates. For a short while, they did. I was quoted something like $44 a month plus 9.6 cents per mile for $250 Collision and Comprehensive, 100/300/50 liability, $1,000 medical payments. Unfortunately, when it came time to renew, I got a declarations page stating that my rate would go up to something like $58 a month and 11.9 cents per mile. I thought, "Gee, that's a sizable increase, but still a lot cheaper than what other insurers want, so I'm not happy about this, but what can I do?". So, a couple of weeks later, the guy I'm renting a parking spot from tells me to get out and I change my parking address back to my home address, which is roughly two blocks away. Metromile generated another declarations page for my next term, beginning 10/29, saying it would now be $67-something plus 13.5 cents per mile. I did some quick math and determined that my average monthly bill would be over the flat rate of traditional insurers, such as American Family, State Farm, and others, and none of them make you put a thing in your car that tracks mileage. Well, Root Insurance had my attention anyway because their app rides along and sees how you drive and then offers you a personalized quote. Long story short, I was able to get better insurance coverages than Metromile for a flat rate of $82 per month (paid for the whole term up front), and so I accepted this and canceled my policy with Metromile, effective 10/29. I asked Metromile what gave. Why did my rates skyrocket, and then do so again, and wasn't really given satisfactory answers. I was told things like, "Well, different zip codes, and general statewide increases...". If that's the case, then Metromile has definitely lost their edge and is due to lose more customers because the potential savings just are now minimal and not worth the uncertainty, or having to install spyware in your car to determine your rates. And like all proprietary software, we can't be sure that Metromile is limiting themselves to only what they said it would do. For example, Microsoft, Facebook, Google, and other big name companies use proprietary software to gather data and use it for god knows what. I'm not sure that Metromile used my information from the Pulse device maliciously to increase their rate, though, as the Root app rated my driving 9 out of 10. *shrug* Regardless, I'd never be able to prove that. Perhaps Metromile's customers are being asked to pay more because people living on the coast are getting hit by hurricanes and the entire state of California keeps getting set on fire, but that still really isn't my problem, in Illinois. It's not fair to punish me for the proverbial foolish man who built his house on the equally proverbial sand. Then there's the marketing that's all over the CTA recently. Maybe we're paying for that too. The funny part is that it says "Switch to Metromile and pay pennies per mile. Yes, just pennies!". The part that they left out seems to be that it's getting to be a bloody awful lot of pennies, and more every renewal or minor change to your policy. Will the last one to cancel Metromile please turn out the lights?

UPDATE 2/17/19: Well, I moved out of Chicago to Fox Lake, IL and Root Insurance gave me a substantially lower premium and a pro-rated refund for living in a better zip code. I checked Metromile again and it was going to cost me the same as when I lived in Chicago. So now, there's a huge difference. The base rate with Root ($65 a month with paid in full) with Root is now less than it would be to leave my car in the garage 24/7 and never drive anywhere with Metromile.

I'd also like to point out some things that I didn't mention in my original review. The customer service at Metromile is pure crap. You'll wait longer on the phone to talk to someone from Metromile than you will if you call the Post Office 800 number, Social Security, or the IRS. Like, an hour or more is not unheard of. Root answers the phone in a few minutes if you have a question and need to talk to a person. Also, Metromile's roadside assistance sucks. When I was driving the Crown Victoria, I blew a brake line out in Fort Wayne, Indiana and needed a tow truck (I got it off the road safely on the last remaining brake pressure.). Metromile let me open a ticket on the app, but when the tow truck did not arrive (in the middle of winter, mind you), I called them back and they said something like "Oh, we sent the tow truck out to such and such street in Chicago." and I'm like "I'm 170 miles from Chicago and don't you have a device plugged into my car telling you where I'm at?". Who are these people? Anyway, at that point in time I dropped Metromile's roadside and got AAA. In fact, I had my old AAA card in my wallet and they let me renew my membership on the phone and sent a tow truck 45 minutes later.

Someone hit parked my car (and 3 others) full speed last week, while it was parked outside my apartment building. When my neighbor told me what happened, I could see my car was likely destroyed.

Very long story short, I filed a claim with metromile and also with the insurance carrier on the card the police got from the person who rammed into my car. My car was towed to a shop that night. After a few days, I heard back once from the adjuster of my company, who told me they were looking at it. I asked about the other insurance, and she told me she wasn't sure, as there were some "issues" with it.

A few days after (good luck trying to get anyone in any department to answer the phone!) I heard from someone in the total loss department, telling me my car was deemed totaled. I as given a rate based on "fair market value," minue the amount of damages to the car (say WHAT?!) and my deductible. When I asked the total loss rep about abrogation, where the other company should pay part or all of it, as well as my deductible, he told me he wasn't sure. I couldn't get straight answers about the $ or claim, but he made sure to tell me my car was being held for another week, and they'd stop paying for storage after that. Since then, I've been trying for days (literally on phone for hours with music at times) to reach my claims adjuster, Sean, the total loss rep, and anyone who might be able to answer questions about the other company and the fees charged to me which I shouldn't have to pay. Not a single person has gotten back to me, let alone answered the phone. What a joke! As if losing my perfectly good car because some drunken idiot destroyed it while it was parked isn't stressful enough! They have not made thie whole process easy at all, and I want answers about theclaim! I was told it's considered a "no fault" (um, really?!) accident, so that means I can't go after the other insurance company or the guy who destroyed my property for damages or $. Top it off, metromile charged me for the mileage from my neighborhood to the car shop across town--while it was being towed! I can't wait to cancel my insurance with them (I was so happy after just switching to them last month, too!). I will make sure they DO NOT charge me for the pulse--I will make sure i get it and send it back, and I will make sure I get answers and $ back from someone for the money they have deducted from me, as well as the $ they charged me for the mileage of the tow. And they better not think of charging me a full month for the insurance this month.

Moral: Don't ever get into an accident or god forbid someone destroy your parked vehicle while you are away from it, because metromile sure does not come through when the going gets tough! In fact--just STAY AWAY from them altogether!

In no way, shape, or form can I ever in good conscience leave this company a good review.

I've been with metromile for over a year now and I can say they are not worth the cheaper price no matter what they may tell you, it's cut rate service from a very new insurance company.

I filed a claim last year for someone hitting my vehicle outside the front door of a business that had cameras outside. After doing all the leg work myself; tried to get the local police to retrieve footage, called the companies' 3rd party security and tried to get them to release footage, etc. with zero help and follow-up at all from Metromile. They were of so little assistance that I just left the damage on the vehicle and had to take care of it on my own, and the attitude was very much that they were not looking to pay out a dime unless they would be legally obligated to based on hours of time already spent plus hours or days more of me working 100% on my own to "prove" it, seems like a "sit and wait for it to go away" strategy.

At this point I've been waiting over two months for them to resolve a different claim in which I purchased a brand new car, and had a lady hit me and total it the next day, then claimed she wasn't at fault so my own insurance company had to get involved...

The vehicle was an obvious total loss and the shop estimated more than 50% of the value and suspension/frame damage to the new car which pose SERIOUS safety concerns.

1. Their adjuster did not show up for weeks after the accident, subsequently recommended further diagnostics of the vehicle by the dealer, who also confirmed the diagnosis by the shop weeks later.

2. They waited another week after declaring the vehicle a total loss and are tried to go back on the payout, stating that they are being charged fees by the repair shop, which they themselves incurred by taking such an excruciatingly long time to respond to the claim and requesting the vehicle be sent for further testing at the dealer.

3. They tried to argue that they shouldn't have to pay the fees and that the cost to repair the vehicle, while still about 55% of the value, is too low to be a total loss regardless of suspension and frame damage safety issues, which would mean waiting 8-12 more weeks to fix the brand new vehicle all the while keeping up payments and insurance on the brand new vehicle that had been driven a total of 20 miles.

4. Another week or two later, after numerous attempts from my attourney to contact them, I was again informed it was a total loss and confirmed finally, and if not for legal counsel retained for other reasons regarding this accident, I can only imagine the torture to get this resolved, not to mention I cannot walk or work for months due to an injury from this same accident.

As far as I'm aware it is illegal for an insurance company to make a settlement declaration then take It back but I could be wrong.

Bottom line is bad business all around, and a perfect example of an insurance company crapping all over their customers by pretending to be great and having a good price, but looking for a way to screw you when you need them, maybe it's not as blatant an purposeful, but it sure does seem like it.

*years of experience working with insurance adjusters in the field of construction and home renovation and dealing with my own automobile claims for misc. Stuff over the last 10 years (some at fault, some not) and I can say this is by far a different experience across the board.