MetroMile

I had the worst experience of my vehicle life yesterday. Around 2pm I had a flat tire and pulled at the next exit and placed order with metro mile road side assistant at around 2pm to drop off at nearest Bridgestone Tires. It took the driver about 2 and half hours to arrive while I waited like a slave patiently. We then took off to the dealer. Upon getting there, Bridgestone told us that they are not aware of my order, no longer taking orders for the day and refused to provide service. I told them that the insurance company had provided the direction and begged them to allow me leave the vehicle at their shop so I can pick up tomorrow but all ended to no avail.

I then called the insurance company and spent another 50 mins on the phone trying to figure out why they did not inform Bridgestone about my order. Eventually they agreed to drive me and the vehicle home so that It can be repaired tomorrow because its getting dark. Another road side assistant was placed around 5:30pm to drive me and the vehicle home.

This too took more than 2 and half hours for the driver to show up. I called them at the 2 hours mark to complain but i had no option but to wait patiently. When this driver showed up around 8pm, He agreed to toll my vehicle but refused to pick me along side. He insisted that its their policy not to pick customers along and that I should use uber instead and follow him to the destination. By the way the toll company name is NEMO Towing Services. This lead to another argument with the toll driver and eventually he agreed for me to ride along and confessed that its because he wants to smoke cigarettes while driving and don't want that to be a burden to someone else.

We arrived in my home about 30 mins later at 8:30pm. This was an order placed at around 2pm and completed at 8:30pm. No one should experience this type of horrible service. I will not renew my service with metro mile at the end of current cycle. They are going to lose a royal customer at the time they could have gained because I am adding a new car in 3 months.

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.

Metromile is NOT a scam! But... they DO NOT operate as quickly and efficiently as the top insurance companies. I've been with them 4 years to save on auto insurance, and intend to switch to Progressive next month, because they've quoted me even cheaper than Geico.

Anyways, Metromile works at their own pace with no priority for you having an emergency. Small fender benders are fine. You send in pics of the damage and they have a third party provide a preliminary estimate. Then, take your car to a shop for an actual estimate. Eventually Metromile will pay the difference owed to settle the claim. You can get the check directly or have the auto shop paid directly. Either way, no one gets paid for atleast 7-10 days, and the preliminary estimate will always be considerably less than the cost of repairs. But... they DO often pay.

Because most of their services are outsourced, it's hard to get in contact with anyone within the company that can actually help you right away. They're not 24 hours. They're office is closed on the weekends. When you make your claim online, it can take 48 hours to initially hear from anyone. You'll wait another 2 days to find out if you're claim is approved. But... they will often pay.

They've sent me a check twice for minor collision damage. I recently chose a shop outside of their network, and the mechanics told me they've never seen an insurance company so hard to get in touch with to find out if they're getting paid... or not. My car just sat on their lot for 2 weeks before the adjuster recently responded to their supplemental estimate. Yes, they have agreed to pay.

Anywho, I'm often a loyal customer. When I like something, I stick too it. Unfortunately, I don't drive often, and I'm noticing more and more that I'm not actually saving money with Metromile. For example: Driving only 250-300 miles a month, with a $250 deductible, terribly slow company responses, only $30 a day for a rental car, the most incompetent roadside service I've ever had, and constantly increasing rates... I'm paying about $80-85 a month. THEE only thing Metromile is doing is encouraging me to never drive my car so I can save more money, not have to pay their high deductible, or deal with their slow turnaround service.

I want to drive with peace of mind and this is not peaceful for me. My new insurance quote w/ Progressive is $122.03 a month, unlimited miles, $100 deductibles, 24 hour service with representatives available in my city, $45 a day for a rental car, and a company with a national presence and reputation.

I'm not saying Metromile is terrible... I'm saying that if you prefer efficiency, reassurance, and a simple claims process- maybe this company isn't for you. They're still new and working out some bugs. God forbid you have a life-threatening accident. Dealing with all the third-parties this company uses may be a nightmare experience for your family that will want answers and service immediately.

This is my own OPINION.