MetroMile Customer Service Issues

As a new customer, I have paid for the first 2 months of auto insurance but I have not received proof of insurance, an insurance declaration, or any information on fees. Even though I provided payment and was told paperwork would arrive for setting up autopay with my Chase online banking, I have not received any documents. I don't have access to a printer or computer, so I urgently need my insurance card and declaration. Additionally, I need clarification on why I am being billed twice for December. This customer service experience is disappointing. - T. Hull

I am currently at a cancer center undergoing treatment and have been waiting on hold for nearly two hours on one line and over an hour on another. Despite emailing twice and speaking with a representative over a week ago, my issue remains unresolved. I was promised in a confirmation email that I wouldn't be charged large amounts of money due to a pulse reading issue, but now I have received a conflicting email stating otherwise. I have no income and can't return home until mid-March to address the problem they are charging me for. Being on hold for this long is unacceptable. I need a prompt phone call before my radiation appointment in 25 minutes. I require a live person, a written assurance of no charges, and direct contact information for a manager. Please, help me reach a resolution without the excessive hold times.

On May 29, [redacted], we traded in our [redacted] Kia Optima for a [redacted] Kia Sorento, moving the Metro Mile transponder over. Despite trying to update this through the mobile app, it only allowed coverage starting from 6/7/19 instead of the correct date. We have made seven calls for a total of [redacted] minutes, seeking to have coverage begin on 5/29/19 and to obtain insurance cards for the new vehicle. Although we received a $12 credit in our bank account from Metro Mile, we still lack proof of insurance coverage. After another 30 minutes on hold with a queue of 19 calls before me, Devon finally assisted me. She expertly guided me through the process, reassuring me that our coverage will be in effect by midnight.

We are considering switching back to an auto insurance provider where it doesn't take multiple attempts to reach customer service. Last week, we spent [redacted] minutes on hold just to update our loan holder's information. The problem now lies with our MetroMile Pulse device. On May 29th, we upgraded from a [redacted] Kia Optima to a [redacted] Kia Sorento. After transferring the Pulse indicator to the new vehicle, we received a replacement indicator by mistake, which we promptly returned. However, we are now facing issues with delivery of the correct indicator to our address, despite them mailing the previous one successfully. This confusion raises concerns about our decision to choose MetroMile. We've diligently tracked our mileage since the car purchase, which shows an increase from 71,[redacted] to 72,[redacted] miles by June 11th. After spending an additional 55 minutes on hold today without speaking to a representative, we are left wondering if this ongoing confusion warrants looking for a new insurance provider.

As a disabled senior on a fixed income, I've been a loyal customer for over 4 years. Recently, my bank account at (BOA) was compromised, and my card was canceled for security reasons until a new one could be sent. I requested an emergency temporary card but was unsuccessful in making a telephone payment on 11/25 as the office was closed. Trying to pay online also failed. I contacted METROMILE on 11/26 and was instructed to call back on 11/27. Despite my efforts as a long-standing customer, my policy could not be reinstated. I hope this matter can be resolved without further complications. Thanks, Sandra C. POLICY: 31-[redacted] Phone: [redacted]

After my Bank of America account was compromised, my card was cancelled for security reasons. Despite awaiting a permanent card, I was issued a temporary one. When trying to make a payment by phone on 11/25, the office was closed, and the online payment center was unavailable. This led me to call the following morning, only to learn my policy had been cancelled a few hours prior. I was instructed to make the payment on 11/27, which I promptly did without reinstatement. Being a customer on a fixed income for over 4 years, I would appreciate being reinstated due to circumstances beyond my control. Thank you for your attention. Sincerely, Sandra CountsHester Policy: 31-[redacted]

After noticing fraudulent activity on my Bank of America (BOA) account, my card was cancelled to protect me. Following advice due to a previous incident, I refrained from using a temporary card until the situation was resolved. When my permanent card didn't arrive, I resorted to using a temporary card to make a payment to Metromile Auto Insurance on 11/25. Unfortunately, I couldn't reach them by phone or online for payment processing. The next morning (11/26), nine hours past the 12:35 am deadline, I tried to submit payment over the phone. Due to the cancellation process, I was instructed to make payment on 11/27, which I promptly did, but my policy wasn't reinstated. As a loyal customer and supporter for over four years, I was hopeful Metromile would accommodate this situation. My request is simple: I would like my Metromile policy reinstated without the need for further pursuit of an alternate solution. Thank you, SCH [redacted] Policy: 31-[redacted]

I encountered issues contacting METROMILE by phone or online to make my payment before the cancellation deadline on 11/25. When I called 9 hours after the deadline on 11/26, I was informed my policy couldn't be reinstated. Trying to pay the increased amount, I faced difficulties, including being unable to speak with an agent. Reporting the issue didn't help, as the second call also lacked support. I currently have no insurance due to these challenges, despite my efforts to make the payment prior to the deadline. The situation seems incredibly unfair and unjust given the circumstances. Best, Sandra C. Policy: [redacted]0

Hello, I noticed that MetroMile doesn't offer services in my current zip code. However, I'll be relocating to the Chicago area in February. Can I apply for car insurance with MetroMile ahead of my move, with a potential start date next week? For any inquiries or if additional details are required, please reach out via call or text at [redacted], or email at [redacted] Regards, Courtney

I have been a loyal customer for years and recently updated my debit card information. Despite this, I am continuously receiving notifications that my policy is unpaid. Please address this issue promptly and stop sending me reminders that I owe money. I urge the responsible party to update the payment method as soon as possible to avoid any complications in the future. My phone number is [redacted], and I request that you update my debit card details ending in [redacted]. I have already provided this information when I filled out the new debit card form. Thank you for your attention to this matter. - Linda E.

Metro, I am experiencing issues with updating my debit card information on the main page. Due to this, my payments are shown as behind, causing concern about what would happen in case of an accident if my payment method is not updated promptly. I have followed your instructions, but it still shows that payment has not been received. This needs to be fixed urgently. It is essential for your organization to pay attention to debit card updates, as I am a long-time customer. Please address this matter promptly. Thank you very much. Linda