• 91 Customer Reviews
  • 23% Recommend This Service
2.0 out of 5
5 star: 18% 4 star: 1% 3 star: 4% 2 star: 8% 1 star: 67%

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  • Amazing

    • By Sarah S.,
    • San Francisco, CA,
    • Sep 16, 2018
    • Verified Reviewer
    Overall Experience:

    I could never have imagined I would fall in love with an insurance company.

    While insured with them, the rates were far lower than I would have paid at a fixed rate.

    More importantly, after my car was totaled by an uninsured driver, they made the claims process absolutely painless. Every single adjuster I have spoken with has been a joy to talk to. Great follow-up, easy to engage with a direct contact and a quick pay-out. Instead of being given a generic number I was provided with the direct contact of each of my adjusters.

    I do not work for them. I don’t know anybody who does. Their customer service has been flawless.

    It’s an odd sensation to feel like I am getting more than what I paid for.

    Bottom Line: Yes, I would recommend this to a friend

    • Sep 17, 2018

      Company Response from Metromile Inc.

      Hi Sarah! Thank you so much for taking the time to leave a review about your experience. I am so happy to hear that our claims and customer service team were able to help you out. Please don't hesitate to reach out if you need anything else.


  • You get what you pay for

    • By Olivia B.,
    • Philadelphia, PA,
    • Sep 9, 2018
    • Verified Reviewer
    Overall Experience:

    I am not sure where to begin. I installed the device, but it did not send a signal even after driving several miles. Several days later, I receive an obnoxious email stating that I will be charged 150 miles a day until I plug in the device, I am furious, and I try calling them. I called several times/day over a 3-day time span, and I was on hold AT LEAST 30-40 minutes each time before I had to hang up. I even tried blocking my number, and that didn't help. I tried emailing them via the "contact us" option on the website, and days went by with no response. All the while I am accruing 150 miles a day in charges while I hadn't driven my car in a week. Finally, I took to social media and messaged them on Facebook telling them they are running a scam and that I was going to report them to the PA Department of Insurance, and that is how I got through to them. They responded a day or two later apologizing for the inconvenience and then telling me that they're going to send a new device and reverse the charges which they did right away,

    About a week after receiving the new device, I receive another threatening email stating that I'll be charged $100 to replace the device if I don't return it, even though I'd just mailed it to them several days prior. What gives?

    Either they are severely understaffed, or they just suck at customer service. Either way, after reading all of these claims issues, I am not sure that I want to continue with this company. Living in Center City Philadelphia, it saves me money during the months I drive only 250 miles (I walk less than 1 mile to work and use the car solely for occasional leisure,) but God forbid someone hit me who's underinsured, or I hit a deer, and it sounds like I will be out of luck.

    If you need your car to get around, I do not recommend this company as it seems like a crap shoot (or perhaps even worse odds of getting your claim taken care of as this appears to be their MO.) AAA and Liberty Mutual offer decent rates and pick up the phone right away.

    Bottom Line: No, I would not recommend this to a friend

    • Sep 10, 2018

      Company Response from Metromile Inc.

      Hi Olivia, thank you so much for your feedback. we strive to provide an excellent customer experience and are really disappointed with anything less. Because of that, we take reviews very seriously, and you’ll be glad to know that we use our customer feedback to improve any area which may be lacking. Recently we have been working very diligently, to make sure that we have secured enough staff to support all of our customers and make sure that we can be there for your in a timely manner. At this time, phone and chat are our main source of communication and we have email open for the weekend and off-hours. We hope that going forward everything has been resolved for you at this time, please feel free to reach out if you would like to discuss anything in further detail.


  • Bad customer service!

    • By Ashot A.,
    • California,
    • Aug 30, 2018
    • Verified Reviewer
    Overall Experience:

    I have an active claim with Metromile going on now. It's been four days since they are "doing an investigation." I've tried to get answers from the representative but all I got is "we are investigating" and "it might take up to a month." What also kills me is that one of the managers told me "the amount of damage seems suspicious!" So what! Is this a way of doing business? They even tried to mislead me by saying that they are currently looking into my previous claims, which I never ever had with an insurance company! Reading all reviews now, I see that it's a regular way of doing business for Metromile. I'm planning to fill a claim with regulatory authorities of California because I have a feeling that they are just trying to avoid paying for the claim.

    Bottom Line: No, I would not recommend this to a friend

    • Sep 10, 2018

      Company Response from Metromile Inc.

      Hi Ashot, thanks for reaching out. We're sorry to hear about any negative experience you may have had with Metromile. Our desire is to be a great partner and create fiercely loyal customers, especially when it comes to handling claims. We're committed to providing our policyholders and other customers who may present a claim with safety, security, and peace of mind. If you have specific questions or concerns related to Metromile, please feel free to send us a personal message or give us a call at 888.958.5973 so we can properly address your questions or concerns.


  • It was great until I moved

    • By Jill B.,
    • New Mexico,
    • Aug 17, 2018
    • Verified Reviewer
    Overall Experience:

    I thought it was good insurance when I was in California, but then I moved to New Mexico where they don't sell insurance. But they kept charging my credit card for California insurance. Little did I realize it had no value. If I had tried to invoke the insurance due to a collision, then what? Would they have said, "You paid for something worthless."

    I had changed my mailing address on their web page and saved it, but for some reason, it reverted back to my California address. That's weird, right? I couldn't change the garaging address because there was no New Mexico option. But the pulse device was disclosing that my car was in New Mexico for months. So was it ethical for them to keep charging my credit card for California insurance when I didn't really know that it had no value?

    I would still recommend them, but with the caveat that the customer call Metromile as soon as moving to a different state and cancel the policy.

    I feel like I should be entitled to some amount of refund. I believe that the law requiring motorists to purchase liability insurance is a scam.

    Bottom Line: Yes, I would recommend this to a friend

    • Aug 17, 2018

      Company Response from Metromile Inc.

      Hi Jill, thanks for reaching out and providing feedback about your experience with Metromile. We are sorry to hear that is wasn’t more clear that you should cancel with Metromile when moving to a different state. In general, all policies are rated based on their location, and requirements vary from state to state, which is why it is required to swap to coverage specific to that state.

      Unfortunately, in this situation, we have no way of knowing that you are living in a new state without you letting us know. It is also in your signed application when first signing up that you have a duty to notify us of any impending changes in the garaging address. We apologize again that you were not aware of these requirements, but because it is in the signed application there is nothing more that we can do at this time. Please let us know if you have any questions for us going forward.


  • Very bad customer service

    • By Kevin Q.,
    • San Francisco, CA,
    • Aug 12, 2018
    • Verified Reviewer
    Overall Experience:

    Very bad customer service! I am waiting for a whole month to settle the case. I left so many voices. They did not contact me to make an adjustment or the estimation. I would not recommend Metromile to anyone. I will stop using it. BS service. Don't sign up!

    Bottom Line: No, I would not recommend this to a friend

    • Aug 14, 2018

      Company Response from Metromile Inc.

      Hi Kevin, we're sorry to hear about any negative experience you may have had with Metromile. Our desire is to be a great partner and create fiercely loyal customers, especially when it comes to handling claims. We're committed to providing our policyholders and other customers who may present a claim with safety, security, and peace of mind. If you have specific questions or concerns related to Metromile, please feel free to give us a call at 888.958.5973 so we can properly address your questions or concerns.


  • Metromile is a parade of errors

    • By Gus K.,
    • Newport Beach, CA,
    • Jul 31, 2018
    • Verified Reviewer
    Overall Experience:

    The company sent two devices called an OBD Port Pulses for the two vehicles I wanted to insure. Neither worked. I sent them back and got two more Pulses shipped to me. They didn't work either, so I got a third set. These did work, but then Metromile said I didn't return one of the non-working Pulses, when I shipped them both in the same Metromile-supplied envelope. Further, Metromile said I would be charged $100 for the non-returned Pulse that they had in their possession.

    Then, the pulse device for one of my cars stopped the car from starting when plugged in. For this, I incurred a $77 repair bill for which Metromile will not reimburse me.

    So, I've spent who knows how long with the Metromile customer service on probably eight different calls, spent $77 repairing a problem Metromile created, and it's still not fixed. If you'd like your insurance company to waste your time, money, and efforts, Metromile is the way to go. If not, I recommend finding another insurance company. I am going to do that right now.

    Bottom Line: No, I would not recommend this to a friend

    • Jul 31, 2018

      Company Response from Metromile Inc.

      Hi Gus, thank you so much for passing your experience along, we are saddened to hear this is the experience that you have had with Metromile. We are sorry for the alarm caused by the device charge notifications; sometimes there can be a delay in processing that the devices have been returned, but we are more than happy to confirm that we have received them if you would like. In regards to the repair cost, if you have any sort of documentation from the mechanic that describes the issues were caused directly by our device, we are more than happy to review this issue with your further. We always try our best to work with you and make sure that we can get everything running smoothly with our policyholders. We are sad to see you go because of these issues but are happy to discuss them further as well if you believe there are still things left unresolved-please feel free to reach back out.


  • Updated review

    Update

    • By Sal,
    • California ,
    • Jul 23, 2018
    • Verified Reviewer
    Overall Experience:

    They denied my claim after making me wait over 90 days with NO answer, just more and more requests with BS questions in the hope I would give up. The person I was working with is no longer working with them, and now the new person is refusing to answer my questions but says I am not answering his after doing so. They are full of games! Be careful! Now I will seek a legal way of dealing with Metromile.

    Bottom Line: No, I would not recommend this to a friend

    • Previous review
    • May 8, 2018

    Don't do it! They will not cover your loss, they are dishonest!

    They are awful people to deal with. I was fooled and didn't read the reviews before buying in. Now four 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 don't have to cover your loss!

    • May 16, 2018

      Company Response from Metromile Inc.

      Hi Sal, we appreciate you leaving a review. We take pride in handling all claims, efficiently and fairly. We definitely want to get things back on track. Please give our claims department a call at 888-457-430, so that we can properly address your experience. Thank you for the feedback.

    (read moreread less...)

  • Claims Service is very bad...waiting for the claim to be processed for more than a month

    • By Deepthi T.,
    • Sanramon, CA,
    • Jul 17, 2018
    • Verified Reviewer
    Overall Experience:

    I am a valued customer with Metromile for the past one and half years. I filed a claim for a hit and run and approached the customer care to file the claim. I am following up with them since that time to process my claim, and they never respond on time. I email them, and they don't answer their phones.

    1) My claim adjuster told me first that she needs to verify and wants to get proof that my car got repaired for the damages with the last incident. I gave the details of the auto body shop, and she confirmed the details with them.

    2) Then she said that the claim adjuster is reviewing the photos and they think that it was not a hit and run and we hit it to a pole. I said they can come and look at the car and inspect it, I don't really have a problem, and they said they will review it through photos (I don't understand how can they jump into conclusion after seeing photos without even looking at the car).

    3) I am still following up with them on my claim status. I never received a communication from them upfront on the status of my claim till now, which is disappointing and frustrating.

    Bottom Line: No, I would not recommend this to a friend


  • Still waiting to get a working Pulse device

    • By John J.,
    • Oregon,
    • Jul 11, 2018
    • Verified Reviewer
    Overall Experience:

    I joined Metromile a month ago and they have sent me two Pulse devices that did not work. I am on the third one and so far it has not worked either. You would think a reputable company would have better quality control and electronic devices that were operational. I read other bad reviews on this site and so far have had a frustrating experience with them. They are not charging me any penalties for not having a working Pulse device, but that is fair because it's their device that is not working. I will give it one more week, then cancel my policy with them and go back to my previous carrier. Anyone know if there are other pay as you go insurance companies out there that have better customer service than Metromile?

    Bottom Line: No, I would not recommend this to a friend

    • Jul 17, 2018

      Company Response from Metromile Inc.

      Hi John, thank you for reaching out to us and letting us know your concerns. We apologize for the number of issues that you have had with our devices. We are always striving to make the experience better for our customers and we are sorry to hear your experience was less than satisfactory. We appreciate you greatly working with us while we wait to get this issue resolved. Please reach out if you are still in need of assistance with your device.


  • Hook, line and sinker!

    • By Jason A.,
    • California,
    • Jun 20, 2018
    • Verified Reviewer
    Overall Experience:

    This company will quote you low rates to start off with and then jack your rates up during your next renewal. I've had no tickets or accidents ever...The same thing happened to a friend I recommended.

    Bottom Line: No, I would not recommend this to a friend

    • Jun 22, 2018

      Company Response from Metromile Inc.

      Hi Jason, thanks for leaving a review. Rates can increase, decreased or stay the same upon renewal. We are sorry to hear that you are no longer saving with Metromile. It's important to us that we offer affordable rates to save customers money if they are not driving often. Like with traditional insurance companies, we do need to be sure we are always collecting the right amount of premium so that we can cover our customers in the event the worse happens. After re-filing, our rates with the Department of Insurance, a need to increase our rates may arise.

      This is something we understand is frustrating to our customers, so we only do if absolutely necessary. We do understand that the math may not always work out for everyone for a given time in their life but would be happy to review with you what your bill would look like when these new rates go into effect. Please give us a call to best address your concerns at 888.958.5973, Monday - Friday, 6 am to 6 pm PT.


  • Not good service

    Overall Experience:

    My car was hit by a hit and run in downtown Los Angeles, and a most likely uninsured motorist because after he hit me, he took off quick. I have news for you. If you don't get their license plate number, Metromile makes you pay for it ALL! Yes! I'm am being fully honest! How many uninsured motorists who cause accidents give true information if they do stop? It's almost like Metromile is indirectly asking you to do a speed chase to catch the person's license plate. Oh?! You have uninsured motorists insurance you say?! Well, this company could care less unless you get the license plate of the hit and runner.

    Bottom Line: No, I would not recommend this to a friend

    • Apr 26, 2018

      Company Response from Metromile Inc.

      Hi Delorean, thanks for leaving a review. We are sorry to hear about your accident. It is very important to us that we handle all our claims fairly, and also follow state regulations. In order to avoid paying your deductible or paying out-of-pocket, the state of CA requires the license plate number of the car that hit you. This is to be able to identify this person and to confirm if they do, or do not have insurance. If we can confirm that they don't have insurance, then your deductible will be waived. If you don't gather the license plate number, then we are unable to do what is required by CA state law in order to apply for the Collision Deductible Waiver. If you have further questions about how your insurance coverage works please give us a call at 888.958.5973, Monday - Friday, 6 am to 6 pm PT.


  • Big disappointment!

    • By Larena Cook,
    • Washington,
    • Apr 1, 2018
    • Verified Reviewer
    Overall Experience:

    Their customer service is a little lacking. I went to Hartford Insurance who gave me a cheaper rate and guess what? They have customer service. I had a complaint and the girl told me to go ahead move to another Company. I did and guess what… No mileage and 10 dollars cheaper! Thank you, Hartford.

    Bottom Line: No, I would not recommend this to a friend

    • Apr 10, 2018

      Company Response from Metromile Inc.

      Hi Larena, we are sorry to hear about your experience. We strive to always provide the best customer experience and are disappointed with anything less. We appreciate you leaving a review and have passed along your feedback.


  • Do Not Recommend

    • By Sheilla,
    • Los Angeles, CA,
    • Mar 31, 2018
    • Verified Reviewer
    Overall Experience:

    I was elated to switch over to MetroMile because of the ridiculous cost savings, until I was involved in an accident about 2 months after I switched over.

    The claims process and adjuster was very lackadaisical (3-word emails, no greetings, offering no explanation of the claims process) and damn near impossible to reach via phone (whenever I called him, it went to auto-voicemail). My dissatisfaction was escalated to a Claims Manager who didn't answer so I left her voicemail. It's 2 weeks later and I never received a call back from the Claims Manager.

    In the accident, I was not at fault, and in my past experiences with other insurers, they handle the small details that make the process of being involved in an accident where you're not at fault, is as hassle-free as possible. The Insurance Co. reaches out to the other insurance co., help schedule a car rental, repairs etc.

    Not MetroMile, I have to do every single thing. Calling the other guy's insurance, then calling to schedule to bring my car into a Body Shop for a vehicle inspection, and everything else. This accident happened on 2/28, with a police report and witness statement, and I'm still waiting to get my car repaired a month later.

    I've had a very disappointing experience with MetroMile all around. Once my car is finally repaired, I will close my account and check out other competitors. Not worth the headache.

    They also don't offer uninsured collision coverage.

    Bottom Line: No, I would not recommend this to a friend

    • Apr 10, 2018

      Company Response from Metromile Inc.

      Hi Sheilla, we are sorry to hear about your accident and hope you are doing okay. We apologize for your experience. We always aim to provide an amazing experience, especially when it comes to handling claims and are disappointed with anything less. We definitely want the opportunity to provide a better experience. Can you please provide your claim number to better assist you, or please give our claim's department a call at 888.457.4301, and request to speak with a supervisor.

      We do offer Collision Deductible Waiver, this is coverage that a customer would have to opt-in to have. If you do choose to have it, then it would waive your deductible if you are involved in an accident, where the other party is at-fault but they do not have insurance. We truly value you as a customer and would be sad to see you go. We appreciate the feedback and have passed it along to the appropriate parties.


  • It is a rip off!

    • By Karma,
    • Chicago, IL,
    • Mar 24, 2018
    • Verified Reviewer
    Overall Experience:

    I have been with them for three years on a low mileage car. I drive maybe less than 300 miles a month and never had any claim and have a clean record. The rate started at a good rate, but every six months during renewal time, they keep increasing my rate again and again and again. When I call and ask them why, they give the same excuse, your state, this or that.

    I will be canceling because I don't save with endless increased rates compared to regular auto insurance.

    Bottom Line: No, I would not recommend this to a friend

    • Mar 26, 2018

      Company Response from Metromile Inc.

      Hi Karma, thanks for leaving a review. We are sorry to hear that you are no longer saving with Metromile. It is not our intention to continuously increase rates for our customers. It's important to us that we offer affordable rates to save customers money if they are not driving often. Like with traditional insurance companies, we do need to be sure we are always collecting the right amount of premium so that we can cover our customers in the event the worse happens. After re-filing, our rates with the Department of Insurance, a need to increase our rates may arise.

      This is something we understand is frustrating to our customers, so we only do if absolutely necessary. We do understand that the math may not always work out for everyone for a given time in their life but would be happy to review with you what your bill would look like when these new rates go into effect. We do truly value you a customer and would be sad to see you go. If you do wish to cancel, please give us a call at 888-244-1702, Monday - Friday, 6 am to 6 pm PT and a member of our customer experience team can assist you with your request.


  • Metromile is the worse insurance company ever

    Overall Experience:

    I left Progressive for Metromile, but I shouldn't have made the decision.

    I had two life-changing family events in between then (my surgery and my grandma's funeral). Not even a month into my car insurance, I got into a car accident. I paid for everything; collision, comp, and rental. As soon as I crashed my car, I had to pay for towing (!), which I pay monthly for, but they don't have roadside assistance for damaged cars, only flat tires, which came to $300!

    Then when I made my claim they told me they revoked my collision and comp because I didn't take my car to Carco, which I stated to them after my surgery and grandma passing I couldn't take my car I was out of state, and I couldn't drive myself! This was a brand new car I purchased, 2017 Nissan Altima, still with the dealer inspections sticker on it! A car ran into me speeding dodging lanes, but they didn't have insurance. Metromile informed me they cannot fix my car. I am still arguing with them!

    I advise anyone to NOT purchase Metromile; you will spend more at the end! And the management is worse than customer service! They really don't care. I have two kids (six-year-old and two-year-old) and nine-month pregnant wife is due any time. She has to walk to doctor appointments sometimes because Metromile decided not to protect their customers!

    Bottom Line: No, I would not recommend this to a friend

    • Mar 26, 2018

      Company Response from Metromile Inc.

      Hi Bennie, we appreciate your feedback about your experience, and we are sorry to hear about your accident and other family events.

      The state of New Jersey requires that every vehicle (seven years or newer), with comprehensive and collision coverage must be inspected through Carco. We allow our policyholders seven days from the effective date of their policy to get their inspection done. We are not able to make extensions given that it is the state requirement. If the inspection is not completed within the seven days, then the comprehensive and collision coverage is revoked until the inspection is completed.

      If an accident were to happen at this time, then coverage will not apply. We do see that you have spoken to a claims manager about your experience already. If you have further questions or concerns, please follow-up with our claims team for further assistance. Thanks again for your feedback!


  • Worst insurance company ever

    • By Jamie Hall,
    • Seattle, WA,
    • Feb 24, 2018
    • Verified Reviewer
    Overall Experience:

    This is the worst insurance company I’ve ever experienced. I don’t actually have a policy with them I got rear ended in August from someone who did who had very minimal coverage and couldn’t even cover the repairs and hospital bills of me and the other car he rear-ended.

    Ryan, the insurance agent who is handling the claim, is very hard to get a hold of. You call him and his voicemail comes on right away. My husband and I emailed him and he just hasn’t responded. We’ve been waiting for a check for about a month now. They said it was mailed out and we never received it, so we thought doing direct deposit would be a better option, however, it’s now been another two weeks and nothing. We call and they tell us it should be in your bank within the next two days, and every time I call my bank, it’s not there, and they don’t see anything pending.

    I’m sure their rates are cheap, but you really get what you pay for, and the quality is horrible. I would never recommend this insurance company.

    Bottom Line: No, I would not recommend this to a friend

    • Feb 27, 2018

      Company Response from Metromile Inc.

      Hi Jamie, we're sorry to hear about any negative experience you may have had with Metromile.  Our desire is to be a great partner especially when it comes to handling claims.  We're committed to providing both our policyholders and other customers who may present a claim with safety, security, and peace of mind. At this time, I have passed this feedback along to the necessary parties, and someone should be reaching out. Thanks for bringing this experience to our attention.


  • Bad customer service

    Overall Experience:

    My aunt was out on a long vacation and wanted to cancel her auto insurance (as she had left her car with me). She requested me to find out if I could cancel the insurance. Since she was traveling, she did not get an opportunity to call and cancel the insurance. Not once did the customer service tell me that there was an online option to cancel (they just kept telling me that my aunt would have to call to cancel). By the time we came to know if the online option, we had already paid for more than three months unnecessarily.

    Bottom Line: No, I would not recommend this to a friend

    • Feb 27, 2018

      Company Response from Metromile Inc.

      Hi Deepak, we are so sorry to hear that your experience with Metromile was less than stellar. We are constantly testing out new features for our online dashboard and app that may not be available at all times to all customers, so we apologize for any confusion about the ability to carry out a self-service policy cancelation. However, we do have a strict guideline that prevents anyone except the policyholder from making any changes to the policy. Thank you for passing along your feedback.


  • Great for low mileage drivers or a 2nd vehicle!

    Overall Experience:

    I've had them for a few months and think people really need to realize this is for people who DON'T DRIVE MUCH.

    I have an older car (2000) that doesn't need more than liability coverage, and I generally drive my motorcycle as my daily driver. The car is for pleasure or if I need to go shopping or somewhere a bit far.

    Metromile is PERFECT for me as I was paying around $45 a month for my old insurance and so far my Metromile bills have been around $30.

    I actually have BETTER coverage with Metromile too.

    A win all around.

    Bottom Line: Yes, I would recommend this to a friend

    • Jan 8, 2018

      Company Response from Metromile Inc.

      Hi Gwen, thanks for your support. We are thrilled about your savings and so glad to have you part of our Metromile family!


  • Updated review

    Said they sent check

    • By Jorge Vittes,
    • California,
    • Dec 17, 2017
    • Verified Reviewer
    Overall Experience:

    I got a call from the underwriter about getting the check. They claimed they sent it to my old address and will be sending a new check.

    Bottom Line: No, I would not recommend this to a friend

    • Dec 18, 2017

      Company Response from Metromile Inc.

      Hi Jorge, we're sorry to hear about any negative experience you may have had with Metromile. Our desire is to be a great partner and create fiercely loyal customers, especially when it comes to handling claims. We’re really disappointed to find out that this wasn’t the case for you. Working with an external partner to underwrite our policies and resolve claims, we recognized the experience can feel disconnected and it was not the best-in-class experience that we expect to have for our customers.

      Due to the disconnection, we have launched a new claims service, which is underwritten by us, Metromile Insurance. Your claim that this is in regards to is being handled by National General Insurance Company, and we have reached out to them for further information with your claim. We are glad to hear that you received further communication from a member of their claim's team.

    • Previous review
    • Dec 14, 2017

    Doesn't pay claims on uninsured motorist

    Unfortunately, you get what you pay for. This insurance is cheap, but will not pay out on uninsured motorist. In order to not even give you an option to do anything, they will simply not do anything. They have not denied my claim, they just haven't processed it. The claim was filed in February, and the "accident" the other driver intentionally driving into me was in February. It is now December, over 10 months later, and no payout, just a claim that they will pay out.

    They have not.

    (read moreread less...)

  • Geico wanted $145 a month while Metromile about $75 or less

    • By Frank,
    • Oregon,
    • Dec 12, 2017
    • Verified Reviewer
    Overall Experience:

    Metromile is awesome; great savings and a great experience.

    Finally, an auto coverage that does not assume I make over $3,000.00 a month. My SSI is small but so is my insurance. Thanks Metromile.

    Bottom Line: Yes, I would recommend this to a friend


  • Updated review

    Another update

    • By Sue Fourmet,
    • Lake Arrowhead, CA,
    • Dec 3, 2017
    • Verified Reviewer
    Overall Experience:

    Long story short, Metromile was ready to settle the claim on my stolen car within three weeks from the date of the theft. My car was recovered while I was getting ready to sign the paperwork. The car was quickly towed to a body shop, evaluated, estimates sent, etc. Today, only 10 days from recovering my car, it was declared a total loss, and I am getting ready to sign the new paperwork.

    I do feel that my claims adjuster and I got off to a somewhat rocky start, but he has given excellent service in the last few weeks. He acted promptly at all stages of the process, and I especially appreciated being kept up-to-date on what was happening. I will be likely to use Metromile again, but I do think they need to do better at inter-department.

    Bottom Line: Yes, I would recommend this to a friend

    • Previous review
    • Nov 20, 2017

    Update

    I have been contacted by the claims adjuster, responding to my concerns and letting me know that my claim is being processed expeditiously. The absolutely most frustrating thing about dealing with customer service, true of Metro as well as most other companies, is that representatives usually have limited knowledge and they seldom have the ability to send the problem upward (I think "escalate" is the trending term) to someone with the knowledge and authority to handle it. Seems to me that a lot of problems could be solved by adding a few more upper-level employees to alleviate the frustrations and the complaints.

    (read moreread less...)
    • Previous review
    • Nov 16, 2017

    Not so fast, after all

    My car was stolen from my driveway on a Friday, twelve days ago. I filed my claim with the Metromile claims department the following morning. I received an email from the claims adjuster on Monday afternoon, nine days ago, asking for lots of documentation to be notarized and returned to him by regular mail. On Thursday, seven days ago, the claims adjuster received my notarized documentation, and on Friday, I spent over an hour on the phone giving him an oral report.

    Today, Tuesday, now eleven days after first calling Metromile to report my stolen car, I was informed by the claims adjuster that my claim wasn't really considered to be filed until I spoke with him on the phone at the time of my oral report, four days ago. I was told today that there is no way for him to predict, or even guess about, how long it will take to resolve my claim because each claim requires a different kind of investigation, and he doesn't work on weekends. I explained that I was using a borrowed car and I had a car payment due early in December that I couldn't afford to pay because I no longer had the car. The adjuster said my claim could take 2-3 weeks, or even more than a month to resolve because he is really busy.

    In the meantime, I have borrowed a friend's car, but I can't keep it much longer, and I can't replace my stolen one until the claim is settled. The rental coverage that Metromile allows is for thirty days maximum. I wonder what someone who has to use a rental will do when their thirty days is up, but their claim has not yet been resolved.

    When I signed on with Metromile early this year, I had read that there were several complaints about claims not being handled promptly. The representative I spoke to assured me that Metromile had switched to a new claims company and they were now processing all claims quickly and efficiently. I now see that I was foolish to have accepted that explanation.

    Because I only drive a few miles a week, Metromile's pay-by-the mile feature was its selling point. Now, I'm expecting that any money I thought I was going to save is going to be gone with the wind because of the way my claim is being handled.

    My claim is about a stolen car. I can't begin to imagine how inefficient and time-consuming it would be to try to resolve something more complicated like an accident with multiple issues and people that need to be addressed. I will be leaving Metromile as soon as my claim is settled.

    • Nov 17, 2017

      Company Response from Metromile Inc.

      Hi Sue, thanks for leaving your review. We are sorry to hear about your car, we know that is not a fun situation to deal with. We strive to provide the best support to our customers throughout the life of their policy, especially in the unfortunate event of a claim. We’re really disappointed to find out that this wasn’t the case for you. We can see that your adjuster reached out to you today to address these concerns. If you have any follow-up questions please feel free to reach back to your claim's adjuster so that we can address them. We truly value you as a customer and would be sad to see you go. Thank you for your feedback.

    (read moreread less...)

  • It worked for 2 months, after that been being charge for 250 miles a day

    • By Virginia Gayon,
    • San Francisco, CA,
    • Nov 18, 2017
    • Verified Reviewer
    Overall Experience:

    These guys are a joke! I have been resetting the pulse every so often and being charged for 250 miles a day. Why would customer suffer/charge for a defective device?! You guys should know immediately if a device goes bad (because this device is connected online) and automatically send a replacement, rather than throwing the burden to the client! I am going back to my trusted traditional insurance. It’s not worth saving a few bucks! Oh and by the way, be ready to be put on hold trying to catch tech support overseas!

    Bottom Line: No, I would not recommend this to a friend

    • Nov 20, 2017

      Company Response from Metromile Inc.

      Hi Virginia, we appreciate you leaving a review. Since we are a pay-per-mile type of insurance, we do require to receive a continuous signal from your device. Without a signal from the device, we have no way of knowing if your vehicle is being driven or parked. Per your policy contract, you can be charged 150 miles/day if we don't receive a signal from your device until we receive a signal again. We would not charge you 250 miles/day. However, we do send you notifications prior to charging you 150 miles/day for there being a loss of signal, this is to give all our customers an opportunity to reach out to help assist them in correcting the issue. If the device issue is not corrected prior to the allotted time frame we give, then we begin to email customers every day about the 150 miles/day charge.

      Also, our customer experience team is not overseas and we are based in the United States. We do apologize for the longer than normal hold times. We will have a member of our customer experience reach out to you to help address the device concerns, so we can get everything back on track again. We appreciate your feedback.


  • The worst

    • By AW,
    • Los Angeles, CA,
    • Nov 14, 2017
    • Verified Reviewer
    Overall Experience:

    Worst experience I have ever had with an auto insurance company.

    My car was in the shop from August 31 until November 11; I’ve never experienced an insurer moving so slow.

    They don’t even send any adjusters out to the repair shops to view the car and damages in the person, which results in a huge difference in estimates between Metromile and the shop.

    You need to stay as far away from Metromile as you can!

    Bottom Line: No, I would not recommend this to a friend

    • Nov 20, 2017

      Company Response from Metromile Inc.

      Hi Aw, we are sorry for any continued frustration this has caused you. We definitely want to help you with your experience. In order to do so, please call our claim's department at 888.467.4423.


  • Driver BEWARE!

    • By Mark Gordon,
    • Los Angeles, CA,
    • Oct 27, 2017
    • Verified Reviewer
    Overall Experience:

    As a thank you for being a good driver, Metromile is raising my rates from $40.61 to $64.79 (monthly base rate) plus 5.9¢ to 9.9¢ per mile.

    Since signing up for the service, they have consistently raised my rates but never this much. Don't be fooled by their ads that promise low rates.

    This company is the master of the bait and switch.

    Bottom Line: No, I would not recommend this to a friend

    • Nov 7, 2017

      Company Response from Metromile Inc.

      Hi Mark, we appreciate you taking the time to send a review. It's definitely not our intention to make you feel this way. We always send you an email a month prior to your policy renewing to review what your renewal rates will be. Your rates can vary upon renewal which is every six months, this means they can decrease, increase, or remain the same.

      A majority of our customers are still able to see savings, even if their rates do increase. But we do understand that the math may not always work out for everyone for a given time in their life. We can see that you have called in recently and we want to further address your specific concerns about your renewal rates, a member of our customer experience team will follow up with you soon.


  • No complaints!

    Overall Experience:

    I've had them for nearly a year, and I love everything about Metromile. Granted, I have yet to go through the claims process, but every interaction with the company has been prompt and professional. I actually enjoy being incentivized to drive less, but never feel penalized if I decide to take a road trip. Even during my heaviest months, I still pay less than my previous policy, and my coverage is far more extensive.

    Bottom Line: Yes, I would recommend this to a friend


  • Defective devices, two hour holds and all the charges

    Overall Experience:

    I purchased an insurance plan for two vehicles. They use a device they call a "pulse" that plugs into your car to record miles actually driven, then they charge you a certain agreed upon cent amount per mile. My estimated plan would've cost me nearly half my plan with Esurance. All great!

    The problem is, I received a defective device and Metromile was going to charge me 150 miles per day on the vehicle the device was assigned to. They were able to determine it was defective and quickly shipped me a new one, along with a return label to ship back the bad one. I plug the new device in, return the old one and done by 10/07! Super easy.

    Then, then I get an email at 4:30 pm CST Friday 10/12 saying my new pulse has not been installed (it has) and I will be charged 150 miles a day. This is the new one they just sent me and lo and behold, defective! Oh, and their customer service is closed from 6 pm PT Friday until Monday. Funny. So there's no way to get in touch with them. Their online form clearly says a 5-7 day reply time, all weekend, while I'm being charged for 150 miles a day due to yet another defective device.

    As of right now, Monday at 4:56 pm CST, I have been on hold for TWO HOURS AND SIXTEEN MINUTES and still counting.

    Bottom Line: No, I would not recommend this to a friend

    • Oct 23, 2017

      Company Response from Metromile Inc.

      Hi LeAnna, thank you for your feedback and leaving a review. We are sorry for any frustration caused by the device and sincerely apologize for any excessive hold times you experienced throughout this ordeal. At this time, our customer experience team is only available, Monday - Friday from 6 AM to 6 PM PT. We are happy to assist and accommodate our customers with the device on a case by case basis. Rest assured, if customers submit an online inquiry a member of our team will follow up addressing your concerns within 6 to 7 business days.

      Since we are pay-per-mile insurance we do require to receive a continuous signal from your device. Without a signal from the device, we have no way of knowing if your vehicle is being driven or parked. Per your policy contract, you can be charged 150 miles/day if we don't receive a signal from your device until we receive a signal again. We can see that you received assistance on 10/16/17 and to accommodate you, we reversed the 150 miles/day charges you received. A member of our customer experience team will be checking on your device to see if the device doesn't send a signal again and we will follow-up with you about next steps. We want to provide the best experience for all our customers and have passed along your experience to our team.


  • Increased rate by 150% after one year when I had no claims and accidents

    • By Maya,
    • Sacramento, CA,
    • Sep 30, 2017
    • Verified Reviewer
    Overall Experience:

    They were great in the first year. I had no problems with them. I saved about $300 a year compared to my former insurance company. I had a clean driving record, no tickets, no accidents, no claims made. I drive on average 700 miles or less a month.

    But after one year, out of the blue, they send me an email telling me that they are going to increase my rates. Here are their exact words:

    "As costs rise across the car insurance industry, we sometimes need to increase rates as customers renew."

    Increases for Car 1: base rate of $31 to base rate of $32.86 AND per-mile rate of 4.5cents to 5.1cents.

    Increases for Car 2: base rate of $38.13 to $41.23, per-mile of 5.8cents to 6.4cents.

    These are huge increases. I complained to them, but they did nothing.

    I tried out the rates anyway mainly because I was too lazy to shop for another insurance. After a month on the new increased rates, I realized that I need to drive 300 miles less per month to maintain the same bill compared to the old rates.

    They advertise their "low" rates as "If you drive 10,000 miles or less a year, you could be saving $500 a year." This needs to update to "If you drive 6,400 miles or less a year." Otherwise, this is false advertising.

    Bottom Line: No, I would not recommend this to a friend

    • Oct 4, 2017

      Company Response from Metromile Inc.

      Thank you for your review. Rates can fluctuate upon renewal but we will always email you a month prior, letting you how much your renewal rates will be with an outline stating the reason for the increase. Savings can vary depending on your rates and how much you drive. The "break-even" mileage for most people is 10,000 miles per year, but we understand that the math may not always work out for everyone during a given time in their life. We appreciate you trying out Metromile!


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