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MetroMile has a rating of 1.3 stars from 109 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about MetroMile most frequently mention customer service, insurance company, and base rate problems. MetroMile ranks 78th among Car Insurance sites.
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I've had Metromile for about 3 years now. At about $30-35 per month, I've saved hundreds of dollars. Just a few days after getting this insurance, a big dog ran in front of my car causing over $1000 damage. (The dog lived, happily) Metromile took care of it all and I had a small deductible to pay. They were fast and professional. I cannot imagine now going back to 'regular' car insurance. Metromile is perfect for drivers who don't rack up a lot of mileage. And I love how I can go onto my account and see exactly where I went on any particular day and where my car is parked now. Also, in the event something happens to me while driving, they can see just where I am... or at least where my car is! I drive a 2007 car so I don't have all the new technology.
The MetroMile base rate (rate if you drive 0 miles) is more than most companies charge. They also inflate the milage you drove, the pulse devise consistently records more milage than my odometer. The final insult is that when I switched to another insurance company, Metromile is threatening to charge me for the pulse devices even though I returned them.
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.
Their insured backed into me so I filed a claim w them. Samina G from metro mile was my claim rep. She was useless. She Left a vm, she went on vacation and never heard from her again, until I received a letter from her 2 months later. Called and called she never returned any calls back for the info she still needed. Fast forward to around March 13th. I speak to Matt and they still needed a recorded interview. But I did that initially back 12/20ish 2021 (approx)when I received a claim#.
I was irritated because they were stalling and gave me the runaround. Matt recorded my second interview and so did I because I wasn't sure if they were going to do their job. He spoke to me like I was garbage. I was frustrated and he escalated the situation when he tried to gas light me and asked if I was in fear of my safety when I told him that I will record this convo for my safety as well. Finally Morgan S saved the day. Spoke to her march15 and she had me in a shop literally a block away for an estimate and reimbursed for my pain and suffering. Morgan ran circles around Matt and samina.
I would give 5 stars if Morgan handled my claim from the beginning. Samina needs more communication training and Matt needs a new profession. Thank you Morgan for getting the ball rolling. Your the best!
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.
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Pay-per-mile insurance is an affordable car insurance for low mileage drivers. If you don't drive much, you shouldn't pay much for car insurance.
