Metromile, Inc.

This company targets low-income people because it's much easier to [redacted] them over. Don't be fooled. Despite its hip ads, this company doesn't care about you. They just want your money same as everyone else and will hit you with outrageous fees and overcharges that compensate for whatever money you're saving by going with cheaper insurance. Don't bother. They won't help you if you're TOO poor, get it?

As of today it has been SIX WEEKS that Metromile has not updated my insurance with the DMV. They say its stuck with underwriting. This process should take no longer than 48hours, at the most. I have called and emailed Metromile numerous times, asking for updates and escalation. They have no updates and will not transfer me to the manager or the underwriting department. Their customer service is not taking action to resolve this issue. I am in the process of finding another auto insurance so that my registration can be valid with the DMV in the event I get pulled over, otherwise I would be faced with a fix-it ticket. Not to mention that there is a fine from DMV that the deadline for not having verified insurance is fast approaching. Dealing with Metromile has been a time-sucking, frustrating experience, that is STILL not resolved.

Initial Business Response /* (1000, 5, 2015/12/03) */
Contact Name and Title: [redacted], VP Custome
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@metromile.com
We would like to thank the customer for giving us an opportunity to address their complaint. We have carefully reviewed...

their concerns, and have addressed each of them below.
On November 13, the Named Insured's wife requested that we remove the van in question from the policy. On the same day we also received an email from the Named Insured requesting to remove the vehicle from the policy. We strive to provide excellent customer service, and accommodation for our customers whenever possible. However, customer security and privacy is paramount. Therefore, we require that all policy changes be made over the phone so we can verify the person making the request has the proper authority for the change. Similarly, anyone other than the Named Insured must receive verbal authorization from the Named Insured before they can make changes to the policy. It is not our intention to inconvenience our customers by this policy, rather to always err on the side of caution when it comes to the security of our customers.
On November 16, we were able to remove the vehicle from the policy, after receiving authorization from the named insured by phone. On that day, we also informed the customer that we would refund the mileage charges accrued after the vehicle was sold on October 22, and the amount of $27.93 has already been credited on the customer's most recent bill. We are not able to refund the 25 days of premium at $0.65 per day, for a total of $16.25. We can understand and do apologize for the customer's frustration, however coverage was provided for these 25 days.
Our aim is to satisfy the customer in every interaction, and we are very sorry that this did not happen here.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Let me preface by saying this is purely a matter of principle. I am not permitted in the state of California to obtain insurance on a vehicle that I do not own or operate on a regular basis. Without owner-privileged information, I cannot open a policy on just any car. On the flip side of that coin, if I do not own the car, and do not have relations to the operator of the car, and the operator of the car wrecks said vehicle, my insurance company, as stated by MetroMile customer "care" representatives, WILL NOT PAY FOR ANY DAMAGES. Why then is it that MetroMile is so determined to keep $16.25 of my hard earned money for a service that they have stated that THEY WILL NOT PROVIDE. In my book that is fraud, and theft.
Not to mention: The first attempt to remove the vehicle from the policy was made by my wife more than a week prior to the call made by Named Insured, NOT Named Insured's wife, on November 13. Your records are incomplete and incorrect.
We sold the car at the end of October. The following week, my wife attempted to remove the car from insurance and was denied. 72+ hours of my week is dedicated to my job, which keeps me very busy throughout the day. Your ridiculous customer service hours of 6am to 6pm Monday through Friday make it very impractical for me to do anything to address this issue on my end. You won't work via email. You won't open your customer service hours to nights and weekends. And you allow customers to sign up and pay you money without making express disclosures of your company's questionable policies, and absurd service hours.
I've been through some very crooked dealings with insurance companies before, but this I have to say, has taken the cake. I will absolutely never recommend your company to anyone I know or meet. I'm actually considering including an anti-MetroMile blurb in my salutation in greeting patrons of my place of business. Not to mention I will strongly advise anyone that reads my social media pages, and anyone I meet in person that they are to avoid MetroMile like the plague. At this point, I want my $16.25 returned to me based on principle, however, the time for redemption in this issue has passed. I would have had good things to say about the company based on a favorable response costing your outfit less than $20, as it is, your insensitivity and greed have cost you far more than that.
Final Business Response /* (4000, 9, 2015/12/23) */
We contacted the customer and resolved the matter to their satisfaction.
Complaint Response Date bumped because: Holiday