MetroMileReviews 109

It took me only three weeks to discover that they could not provide the proof of insurance to DMV. Therefore, I was essentially not covered for those three weeks. Customer service was polite but totally inept. Underwriters appear to have distorted perceptions of auto insurance policies. To make things worse, I am out hundreds of dollars in deposits and fees for non-insurance for the miserable three weeks with them. I can't understand how this company avoids problems with the insurance commission. I hope to report. DO NOT fall for their pie in the sky! Put them out of business!

I had a legal name change and have contacted customer care SIX times. I've waited 30+ minutes and only once was my call answered. The gentleman was not friendly at all and accidentally deleted my data twice after spending many minutes providing all of my information. Additionally, we found out that even though both my partner and myself had spoke to Metromile when we moved to our new address A YEAR AGO, our new address was never saved and we've been paying $9/month more than we should have been which is over $100 extra than we should have been. The customer service agent refused to put in a request for my overpayments for the last year. He then tried to make me feel sorry for him by saying he has been working over time and is actually in the sales department and Metromile has expanded so much that they cannot keep up with the customer service. Extremely poor business practices.

I had read the reviews so when they raised my rates after a few months, I expected it.

I did not expect them to charge me for miles in an exclusion area - on my last trip to Mexico. Even though their coverage is invalid, they billed me for those trips. Charging someone for a product or service you are not providing is fraud and I reported them to the BBB.

Unfortunately they refuse to do the right thing and responded saying "we are operating within the confines of your policy contract."

Seriously, stay away from this company

As an infrequent driver, I paid FAR less than I would have through a more conventional insurance policy.

More importantly, I couldn't be more pleased with the service I have received after my car was totaled by an uninsured driver.

The pay-out on my car was quick, and honestly more than I expected. They have also been very responsive regarding medical claims. My two adjusters have both been a joy to work with.

I couldn't have asked for better service!

I signed up for MetroMile on 6/15/18. I received the device 2 1/2 weeks later which didn't work. They did, however, begin to charge me 150 miles/day because they didn't get a signal. I'd tried to contact them via phone, email, and even Facebook Messenger to tell them the device had been plugged in for a week but still wasn't working, and it took them 5+ business days to respond to me. And they did so over Facebook Messenger. They finally did reverse the charges and sent me a new device, but I'd also threatened to report them to the PA department of Insurance.

I am convinced they are understaffed and can't handle the volume (just check out the Glassdoor reviews.) I have decided to stay with them because my base rate is 1/3 of what it was with Liberty Mutual and 1/4 of Geico and Progressive. However, I have a feeling that I will have significant delays if I ever have a claim.

If I drove more than 1-2 days/wk, I'd drop them like a hot potato, but I drive so seldom that it doesn't make sense to pay $100+/mo when I can pay $50 or less. I walk to work and bike around Center City Philadelphia, so Metromile works for me. But if you use your car for work or other necessities, I would not recommend this company.

I had a car accident on a Friday. I did receive a letter regarding the claim via email, but no one has called me (it's Sunday). This is different than previous insurers. I bought a new used car on Saturday, and since there is NO WAY TO REACH METROMILE CUSTOMER SERVICE ON A WEEKEND, I purchased new insurance with a different company to begin on Monday, when I hope to pick up my new car. Don't recommend.

They are awful people to deal with. I was fooled and didn't read the reviews before buying in. Now 4 months later they are still thinking if they will or will not cover my car that was stolen and recovered. They have my car in there storage and they keep running me around. They will use your words against you and run you around with questions that have nothing to do with your claim.
THEY WILL DO ANYTHING SO THEY DONT HAVE TO COVER YOUR LOSS.

After moving to the city I was considering selling my car as it was just too damn expensive to have. I usually bike to work & just drive on weekends or roadtrips. I saw Metromile's ad on Bart and haven't looked back. I went from paying $130/month to now about ~$60! That's $800+ a year in savings! Can't beat that. I'm keeping my car because of Metromile.

Update 12/4/17: I am updating because I have seen a significant improvement in service since my original review 3 weeks ago. My stolen car was recovered, and then, due to major damage it was declared a total loss. The MetroMile claims adjuster did come through and acted quickly after the car was recovered to get it towed and evaluated, and within just a few days was able to let me know that the car was considered a total loss. So it took slightly less than a month between the date that the car was stolen, 11/3/17 and the day that I was informed about the total loss12/1/17. I still think that there is not a satisfactory and efficient connection between the various departments, but based on the performance of my claims adjuster I will probably sign up with MetroMile again, once I acquire another car.

(This is not the only website where I have posted this review.)
My car was stolen from my driveway in Lake Arrowhead, CA two weeks ago. The MetroMile claims adjuster (Phoenix, AZ) just informed me that it could take a month or more to settle such a claim.The day before my car was stolen from my driveway, the MetroMile dongle device worked for part of my trip to the supermarket, but did not show me coming home from there. The next day, when I discovered that my car had been stolen I called MetroMile to report it and asked if they could use the transponder to find out where the car was. They told me that it had stopped working 10 minutes after the car had left my driveway and they were not receiving a signal. Today, two weeks later, I received an email telling me that if the device was not plugged back into my car by November 20th, they would start charging me 140 miles a day, according to the terms of my contract. Calling customer service, yet again, (I've called them 4 times in the last two weeks) I was told that they had no information showing that the car had been stolen two weeks ago.
So, a claims adjuster who doesn't think that not having a car to drive is such a big deal, working for a company whose right brain doesn't know what its left brain is doing seems to be a good reason to stay away from MetroMile. I will be moving to a new company as soon as the claim is settled.

You do save money through this company, but at a cost. It seems the money you save is the money that should have went to Metromile's claims team. If you do not need to file a claim, this will save you money with no hassle. As soon as you need to file a claim, be prepared to not get answers for extended periods of time. In my case, Metromile took the full time allowed by the extent of the law, without being considered bad faith insurance. They know how not to be sued for bad faith, so they can take the full amount of time to give you the money for your claim, taking advantage of their customers when they are in a terrible situation. Trying to call an agent in the claims department automatically transfers you to a voicemail system. Besides leaving a voicemail, the only other option is to wait on hold, however the voice message is very unclear about the options, and in my opinion is intentionally confusing. Average hold time was around 15-20 minutes. Their system connects you to someone who routes the calls, not an agent. Once was routed to an agent's voicemail, never to get a callback. Thanks for wasting my lunch break. Another time was routed to an agent who could not answer my questions, and could only tell me that they should know soon and to call back. Thanks for wasting another lunch break. Very slow turnaround time on claims, and very hard to get in touch with someone regarding your claim. Metromile has been working to bring its claims department in-house from an even worse 3rd party system, however they still have a HUGE ways to go. You are rolling the dice with this company until they can figure out how to fix their claims department.

Please stay away from this dishonest company. After a year with no claims no issues Metromile suddenly doubled my insurance for the coming year. I called to cancel my policy and was told that my cancellation was recorded but there was no confirmation # for that. I was also told they were sending a new transponder but that I should just send it back as my policy was ending in a couple of weeks. Then I get an email from them announcing that I will be summarily charged 150 miles every day for not installing the new transponder that they told me to send back! I typically only drive 3-4 days a week and 10-20 miles a day. This is blatantly cheating the consumer, this company deserves to fail as quickly as possible and be sued into oblivion.

This company is absolutely NOT worth the lower rates. I have been treated so poorly, I am considering suing them for retraumatizing my event and leaving me without a rental, a functional car, and coverage for a back injury I sustained while hitting a deer.

Yes, I hit a deer that was in the middle of the express way. I safely controlled the car and did not even total my car. Since the incident, it has been two weeks that they have had my case "under investigation." I was so upset when I called them later that evening, traumatized post incident and messed up the time I hit the deer. They required me to take 3 recorded statements in which they drilled me for the details over and over again. They called my friend who was in the car and asked her personal details like her birthday and facebook name.

At this point I have called several times in the last few days and my claim representative tells the woman on the phone "he can't speak with you, he has given your claim to someone else." I asked for that person to call me by today and I just called and "he is unavailable and will contact you next week."

These people are HORRIBLE - DO NOT USE THEM. They literally have done nothing for me and I pay them a premium every month.

My car was in an accident within the first month of owning. I made 1 insurance payment before then. I canceled the the premium after the accident and they took my car as a total loss. They charged 100$ for their device when they have it in the totaled car at their lot... Months later... And I have yet to receive my 1000$ deductable when the other party claimed fault... this company is a joke and everyone should stay away! I wouldn't suggest to my enemies...