MetroMile

I had Metromile for about 3 years. This month they increased both my monthly and per mile rate by more than 45%. No claims, no violations, same car and drivers.

I am trying to cancel but the link at chat would not work and the customer service agent just cut off my call. So customer service is just as good as their rates.

I am moving to Progressive.

Stay far away from this company. Jennifer Silva, one of the claims adjusters there is absolutely terrible to deal with. She has the worst customer service I have ever experienced. She sounds like a 12 year old on the phone and gives uneducated responses. She clearly doesnt know how to do her job.

Disappointing. High per mile charge. Agent said they're no longer covering Oregon when switching to another company. No notice from the company pertaining coverage in the state. Nothing. But of course the rate increased after initial 6 month policy expired. Now referring customers to Lemonade.

I can not get ahold of my claims adjuster; therefore, I can not get my car fixed. She never answers my phone calls or emails me back on the update of the claim. I also tried changing my adjuster but Metro Mile said I can not do that until the claim is settled. Every time I call my car insurance they state that they can not transfer my call to the supervisor, and I can not get ahold of any high chair to help me with my claim.

Over the 5 years I had them they raised my rates multiple times even though I never had a ticket and barely drive. They then chose not to renew me because I canceled a card that they were charging and paid one day late

What made me finally decide to leave MetroMile was the one time I needed roadside assistance. I kept getting the runaround with the ETA of the tow truck, and I had to wait in Arizona heat for 2 1/2 hours before I gave up and left my car! The final ETA was nonexistent because they said the tow truck company wasn't answering their phone calls now. Makes me wonder if they even ordered a tow truck?

Poor communication, and worse customer service. Continually raised rates, and cancelled me after 1 year, claiming they had requested a photo of odometer reading, which they had not requested. I never filed any claims.
THIS IS A SCAM... STAY A WAY!

I've used Metromile for 3-4 years now. I haven't had to file any claims until one month ago. My car was hit while parked, and needed body shop repair.
1. The reaction time from the claims department was slow. I had to work with my claims adjuster over email (no direct phone line).
2. I spent 2 weeks trying to set up an appointment to get my car repaired. The body shop recommended by Metromile was either not given the claim information correctly, or screwed up on their end... between multiple phone calls and emails I made, a 3 way meeting Metromile setup, and that leading to nothing, and finally another support person filing a brand new claim, I finally got my appointment setup. No idea who screwed up here.
3. This is the real reason for the 1 star. I was told I had car rental coverage. When buying insurance, I was told I can opt in for car rental coverage. I don't remember if I was ever asked for a per-day limit, but here's the thing -- I would expect that the lowest per-day limit COVERS rentals in California for the cheapest cars. But no, the coverage was for $30 a day, and Enterprise charged me $34 a day (+$7 a day, thanks to "additional fees", so $41 a day really). So now if I want a rental car I need to pay $11 out of pocket every day. The salesperson at Enterprise let me know that another insurance company had a deal with them for $29 a day.
It's ridiculous, given Metromile is partnered with Enterprise. I think it's deceptive advertising to say you cover a car rental and then your max amount happens to be less than ANY available car rental in the market.
I tried checking into new quotes, and realized that in California they expect me to email salespeople individually to get a quote. Are they not serious about being in California?

At any rate, I won't be keeping this insurance anymore. Very disappointed.

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.

Two cars insured. One cars devicr keeps losing connection. They send threatening emails to charge user. And repeatedly asked him to disconnect and reconnect device.
Customer service not available on weekends or after hours on weekdays.
In in office hours, the 1800 has a tape saying we cannot take your call

In short, faulty device, user needs to work on it, why they sit in luxury charging you for it maintaining their 9-5 hours. And even in that time, they can refuse to take your call. And never respond by emails.

I would give zero stars if possible. Their claims team ignores emails and phone calls and is generally unreachable.

I am out of the USA most of the time and keep getting "No pulse" when in fact I am not driving my truck at all. I have told them MANY times that the car is not being driven, so now they charged a flat rate of 150 miles when I am not driving the truck AT ALL.
I just emailed a request to cancel their insurance. I bet I will get no response. TERRIBLE insurance company.

I have been with Metromile since May 2017. Now, I have not had any accident while insured thru them but I was super satisfied by the rate per month. I used to pay $160+ a month but now I pay about $70! It truly is an ideal insurance for people like me who don't drive often. Only reason I gave a 4 stars is because their communication for roadside assistance need work. I waited 1.5 hrs just to have a the primary tow truck never calling us to locate us and secondary tow truck come get my car in 15 mins.

WARNING: DO NOT BUY CAR INSURANCE FROM METROMILE:
My friend who lost his voice box due to cancer was the victim of a hit-and-run while his car was parked at his doctor's office. Police found the driver thanks to witnesses but as soon as he filed a claim, and after giving his insurance company the violator's info, Metromile canceled his policy. Metromile Insurance is located in San Francisco, CA. Who would have guessed?
They ACTUALLY tried to tell him that he voluntarily canceled his own policy after he made a claim, even after cashing his policy payment for that quarter.

Some things have gone well, but if you don't drive for a week or two you will get a warning because the receiver needs a signal to keep working. If not they will fine you everyday! Also rates are going through the roof. Most other insurance is a better price now without the pay per mile limitations of this one... Started at 30$ a month for the car with 7 cents a mile and now is 79$ and 16 cents a mile. Adds up real fast as in over 250$ last month with our second vehicle. We can go weeks without driving and its still not worth it anymore...May have been because they were bought out by another company last year. That's about when the rate hikes started...

I have no tickets, no accidents, etc. Yet in the 3 years I've used metromile for auto insurance, my rate has DOUBLED. I'm driving the same miles on average yet paying almost twice for them. They do this to get you…. Your rate is low at first and it seems fantastic. Then they slowly raise it claiming some reason that has nothing to do with your driving. Now its at the point where I'd rather switch to a company where I don't have to worry about miles and can have a steady, budget-able rate. With this company, if you take ONE trip out of the norm in a month, your bill will shoot up like $50.

I hate Agero, your cheap-out roadside assistance subcontractor. They lost many contracts with local vendors who provide more prompt service. I hate that I cannot reach a customer service rep anymore directly. Don't palm me off on chatbox...it's ridiculous and ineffective. God forbid I need help beyond a flat tire or battery charge. You are cheaper because I am frugal with my mileage and drive carefully. I am therefore low risk and save you money, but you need to revisit your lapse in service. Am seriously considering leaving you soon...Lemonade didn t do me any favors.

I have never in my life waited on hold so long. A car insured by Metro Mile hit my car and I have been waiting on hold for THREE!@#$% HOURS AND COUNTING (I've been number 4 in the queue for probably the past hour). I went on their website and it was really hard to fill out a claim... I'm not even sure if it actually worked... it asked for the same info over and over. It was weird. Then I tried contacting them and it appeared that they have an email form but once you fill it out with your contact info and message it won't allow you to send it and just tries to suggest links to click on for your answer. I hate them so much right now.

After 4 years with this company they decided to not renew my policy b/c I missed the deadline to send them "information" they needed to assess me being a risk... lol They requested about 15 items (including photos of every side of my car, vin number, license and other items they most obviously already had with me being a customer for so long. Anyway I missed 3 or 4 items and when I found out I promptly sent it but it was after the "deadline" so they refused to renew my policy... This is how the get rid of customers legally.

Coincidentally I used their vendor to fix my glass right before this "audit" happened and they did a shoddy job of not only installing damaged glass but also damaging a very expensive carseat.

Buyer be aware

I like the plan and concept of pay as you go, the only complaint so far I have is and this is a serious concern that their pulse device drains out car battery. This happened to me twice in three days on my brand new 2022 car. Was unable to start my car as the battery got fully discharged and had to jump start couple of times before getting it replaced from dealer.

If you are considering Metromile because you are WFH and don't drive as much anymore, look elsewhere. Their customer service is terrible, and I cannot imagine dealing with them if I ever need them for anything more than to push paper. Also, the rate increases shortly after you sign up are bait-and-switch. Do yourself a favor and avoid this company.

In my opinion Metromile IS a scam. They only write insurance in a limited number of states. If you ask for a quote on their website in a state they don't write in, they don't tell you but instead take all your information and flip it to other companies that they act as an agent for. I stopped entering my information when I realized I was flipped to a Progressive Insurance website. Even though I closed the page without completing it, I had already entered my email and phone number and then was pestered by Liberty Mutual, Progressive and others.

I have gone through 2 renewals with metromile and I will be switching auto insurance now. I have 3 cars that are insured with metromile and 2 drivers. No accidents and I own my own home.

Each renewal I have seen the rates go up even on a vehicle that in most months doesn't even have miles on it. The other vehicle is driven maybe once a week.

Car A 2019- 53.32 to 60.00 to 82.46 this car is driven about once a week to the grocery store.
-Per Mile.133 to.153 to.134
Car B 2012- 34.72 to 40.20 to 53.92 this is the car that is driven the most
-Per Mile.052 to.060 to.079
Car C 2003- 30.07 to 35.10 to 46.50 this car most months is driven 0 miles or maybe like 20.
-Per Mile.061 to.070 to.081

Between my car B and car C that is driven less my Per Mile is higher leading me to believe that the Per Mile is higher so the company can get as much money as possible. The car is 9 years older and driven less. I have 3 cars that fall into driven moderately, occasionally and almost never and there is no rhyme or reason that I can come up with for the continuous increases especially to a vehicle that is hardly ever driven.

2 drivers and 3 cars with a monthly average driving 1,000 miles between the both of us. The average single person drives about 13,500 a year. So 17,000 miles for 2 people if you base it off the national average. So 2 drivers that drive about 500 miles a month on average. Recently the actual miles have decreased because we moved to a small town.

When I reached out they could not explain the reason for the increase and told me to deal with it. Again no accidents, no tickets, home owner, multi-car, no lapse in coverage, continous coverage, etc so you think I would be getting discounts. Think again. My discounts come out to pennies.

I've always had big insurance companies and always saw a policy decrease for you know not having a accident.

Oh and the road side assistance is a joke I waited over 8 hours and decided to pay out of pocket for another company. No number to call and talk to someone real.

I've been quoted way cheaper than what I am currently paying through discounts that other insurance companies offer that metromile only gives me pennies.