Metromile Insurance Company Review

Metromile Insurance Company at a Glance

  • Founded in 2011
  • Specializes in car insurance
  • Offers pay-per-mile car insurance
  • Coverage available in 8 states
  • Not rated by A.M. Best
  • “A+” (excellent) rating by Better Business Bureau (BBB)
  • Offers 24/7 roadside assistance
  • Offers pet injury protection
  • Online claims reporting

Metromile Pros: Offers affordable pay-per-mile car insurance for individuals who drive less than the average driver each year. High rating through the BBB. Offers 24/7 roadside assistance. Offers online claims reporting. Mobile app available. Offers pet injury protection add-on coverage.

Metromile Cons: Coverage not available nationwide. Claims process not detailed on official website. High volume of customer complaints filed through the BBB. Mixed customer feedback. Only one type of coverage offered. Customers report increasing rates and frustrating service experiences. No 24/7 claims reporting via phone.

What Type of Insurance Does Metromile Offer?

Metromile focuses their efforts on car insurance. Their coverages include:

  • Pay-per-mile car insurance
  • Collision car insurance
  • Comprehensive car insurance
  • Roadside assistance
  • Glass repair coverage

Your independent insurance agent can help you find out more information about the coverages offered by Metromile. If you’re in the market for car insurance, this may just be the right carrier for you.

What to Know about Metromile

Metromile was founded in 2011, giving the carrier just under a decade’s worth of experience in the insurance industry today. The insurance company specializes in auto insurance, and is self-proclaimed to be the leading pay-per-mile car insurance carrier in the country. The carrier currently offers its coverage in eight states, including Washington, California, Oregon, Illinois, Arizona, Virginia, Pennsylvania, and New Jersey.

Because Metromile is a pay-per-mile car insurance company, their customers are required to allow their driving to be monitored at all times. Coverage is ideal for drivers who are on the road for less than 10,000 miles per year. Another unique perk to their coverage is pet injury protection, which is included in the carrier’s full-coverage policy option. The carrier’s LinkedIn profile reports that they have fewer than 500 employees across all their offices, with just under 230 of them found on the social media platform.

Metromile has not been rated by A.M. Best, the leading global credit rating agency monitoring the insurance industry. While ratings through this organization are not a requirement for an insurance company, they do help to solidify a carrier’s credibility and financial strength ratings, and potentially influence prospective customers’ decisions about whether to trust the carrier with their coverage needs.

However, Metromile has received one of the highest ratings possible through the BBB, an “A+.” Ratings from the BBB are based on several criteria, including the business’s complaint history, the type of business, the length of time in business, transparent business practices, and any advertising issues. Prospective customers and partners are able to gain insight into an insurance company’s values by reviewing its rating from the BBB.

What Discounts Does Metromile Offer?

Metromile offers a handful of competitive discounts for its customers on their auto insurance. Their discounts include:

  • High deductible discount: Offered to auto insurance customers that increase the deductible amount on their policies. 
  • Safe driver discount: Offered to auto insurance customers who have not been in an accident or had any traffic violations within a set number of years. 
  • Multi-car discount: Offered to auto insurance customers who insure more than one vehicle through Metromile. 
  • Paid-in-full discount: Offered to auto insurance customers who pay their entire year’s premium up front, rather than in monthly increments. 

Your independent insurance agent can help you find even more information about discounts offered by Metromile and other ways to save money through the insurance company, helping you to find the coverage you need at the rate you deserve.

Metromile Customer Service

Metromile allows customers to report claims over the phone at any time. The carrier also provides the following customer service options:

  • Email claims reporting
  • Phone claims reporting
  • Online bill pay
  • Mobile app available
  • Customer service and claims reporting hotline has the following hours restrictions:


Hours (PT)


Monday-Friday8 am - 5 pm

The best way to ensure a smooth customer service experience is to work with an independent insurance agent. Independent insurance agents can help handle claims and other concerns for you, so you can relax and enjoy your coverage.

Metromile FAQ

What is Metromile's average claim response time frame?

Metromile allows customers to file claims at any time through their website or mobile app, but does not list a specific claims response time frame promise on their official website.

What is Metromile's customer service availability?

Metromile allows customers to file claims at any time online, through email, or via the mobile app. Their hotlines for customer service inquiries and phone claims reporting have restricted hours, Monday-Friday. Customers can pay their bills through the official website as well. The carrier also has a social media presence on Facebook, Twitter, and LinkedIn, which makes them more accessible to customers.

What is Metromile's claims process?

Metromile allows its customers to file claims anytime through multiple mediums. However, they do not provide information about their specific claims process beyond how to file. To check on the status of a claim after filing or to ask questions about the claims process, customers can get in touch with their independent insurance agent, call the carrier, or log into their online account.

Does Metromile create a user-friendly experience for customers?

Metromile’s official website is fairly intuitive and easy to navigate, however the carrier does not provide details about their claims process or claims response timeframe. Prospective customers may be put off by the insurance company due to this missing information. The insurance company does allow its customers to file claims online and request quotes right through the website, and also has a mobile app available for smartphone users. The carrier does not provide 24/7 claims reporting over the phone, though. So, Metromile does a decent job providing its customers with a user-friendly experience, but still has a ways to go to catch up to other modern carriers.

Does Metromile have good car insurance?

Metromile offers unique pay-per-mile car insurance for their customers. Their car insurance includes the basic coverages provided by most standard policies, plus the following optional add-ons:

  • 24/7 roadside assistance
  • Pet injury protection (up to $1,000)
  • Rental car reimbursement (up to $30/day for 30 days)
  • Deductible-free glass repair

In terms of car insurance, the main factor that makes Metromile’s coverage stand out from other carriers is the pay-per-mile pricing. While this option may be beneficial to customers who drive less often than the average person, it doesn’t work for everyone. Your independent insurance agent can help you find out more about Metromile’s car insurance coverage.

Is Metromile a good insurance company?

With under a decade of experience in the industry, Metromile is one of the younger carriers around today. The carrier has not been rated through A.M. Best, which could cause concern for some. The insurance company does, however, have a high rating through the BBB. Metromile has had a high volume of complaints filed against them through the BBB in recent years, and customer feedback seems largely mixed. So, it may be up to individual interpretation whether Metromile can be considered a good insurance company.

Metromile Customer Reviews

Clearsurance
“I cannot believe I waited this long to switch to this company! I only drive 300 miles/month and had to pay what everyone else paid. This company charged me a base rate and then I only pay per mile, saving me 35% a month. I even get roadside assistance and a rental car. This company is perfect for me!”


Clearsurance
“The catalytic converter was stolen from my Prius. It took 24 hours for them to come tow my car to one of their locations where evaluators can assess the loss. I've been without my car for seven days. They have not been able to tell me when I'll get my car back just so I can take it in to the shop, let alone what the assessment is. Argh!"


Clearsurance
“It was good to start with a low rate but then the rate kept increasing, and then one day when I actually needed roadside assistance which was part of my coverage I called and they were like, ‘Sorry, we can’t get there.’”


Better Business Bureau
“I’ve been a customer for three years now, it was great at the beginning as it was cheaper than Geico by half, but with time, the price keep going up to a point that I might switch back soon as it doesn't make any sense anymore....”


Better Business Bureau
“I was hit from the rear by Metromile insured. They took 10 days to contact me. They called me on a Sunday afternoon finally. Then they were horrible on the phone with me. Do not buy this cut rate insurance. Horrible beware!!!!”


TrustedChoice.com's Final Review

We award Metromile a final rating of 2.5 out of 5 stars. The insurance company is one of the younger presences on the market today, with just under a decade since their formation. The carrier has not been rated by A.M. Best, which makes it hard to gauge their financial strength and long-term dependability. Metromile has been highly rated by the BBB, however, they’ve had 82 complaints filed against them within the past three years, which is very high. Customer feedback also seems largely mixed. The insurance company offers coverage in eight states and focuses its efforts on just pay-per-mile car insurance. The official website does not list much detail about their claims process, nor does it provide a promise to customers as to how soon they can expect to be contacted after filing.

Bottom line: If you’re located in an area where coverage is available and in need of affordable car insurance, Metromile may be a good choice for you, as long as you don’t drive much. But in terms of customer service, dependability, claims response, and coverage offerings, Metromile comes up short for the vast majority of insurance customers. So, if you’re browsing your options for a new car insurance policy, we say work with your independent insurance agent to check out other carriers before settling on Metromile to meet your coverage needs.

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