Metromile Customer Care: Expert Guide for Policyholders and Drivers

What “Customer Care” Means at Metromile (and What Changed After 2022)

Metromile built its reputation as a pay-per-mile auto insurer, with billing based on a low monthly base rate plus a per‑mile charge measured by a device or app. Customer care covers everything from billing questions and mileage disputes to claims handling, roadside assistance coordination, and help with policy changes like a new vehicle, driver, or garaging address.

In May 2022, Lemonade completed its acquisition of Metromile. Since then, some policyholders have been migrated to Lemonade Car while others remain with Metromile-branded policies, depending on state and timing. Always check the company name and policy number on your ID card and declarations page; it determines which website, app experience, and service team handles your account.

How to Reach Metromile Customer Care Efficiently

The fastest paths are the Metromile app (Help or Claims) and the policyholder portal at metromile.com. The Help Center at support.metromile.com provides articles and a request form that routes directly to the right team. If your card or policy shows Lemonade as the carrier, use the Lemonade app or lemonade.com for service and claims. For urgent situations (accidents, glass damage, immediate roadside), use the in‑app “File a claim” or the claims/roadside number printed on your insurance ID card.

Expect 24/7 claim reporting via the app or web, with adjuster follow‑up during business hours for non‑emergency items. For time‑sensitive requests like a tow or rental authorization, choose the phone option in the app so triage occurs right away. Keep your policy number handy; if you can’t access the portal, your declarations page or ID card has the details needed to authenticate your account.

• Policy number and full name exactly as on your declarations page
• Vehicle details: VIN, year/make/model, current odometer reading
• Driver’s license numbers for all listed drivers (if updating drivers)
• Pulse device info: serial number and when/where it was installed
• Accident facts: date/time, location (GPS/address), other party info
• Photos/video of damage, dashcam clips, and a police report number (if filed)
• Billing method on file and any recent billing notices you received

Filing and Tracking a Claim

Start a claim in the app or at metromile.com by selecting the vehicle and the type of loss (collision, comprehensive, glass-only, hit‑and‑run, or roadside). You’ll answer a brief incident questionnaire, upload photos, and note injury details if applicable. If your vehicle isn’t drivable, request roadside help within the claim so the tow and storage can be coordinated under the same file.

Once a claim number is created, a claims specialist will contact you to review coverage, deductibles, repair options, and liability questions. If you use a preferred or direct‑repair shop, estimates and payments often move faster thanks to electronic data exchange. You always retain the right to choose your own repair facility; just be aware that extra time may be needed for estimate review. Rental coverage, if purchased, is subject to your policy’s daily limits and maximum days; confirm those limits before booking.

Billing, Pricing, and Mileage Charges

Metromile pricing is typically a monthly base rate plus a per‑mile rate. For example, a $38 base and $0.07 per‑mile rate at 520 miles would cost $38 + (520 × $0.07) = $74.40 before taxes/fees. A daily mileage cap applies in many states so you won’t be charged beyond a set threshold for a single day’s driving; historically, this has been 250 miles in most states and 150 miles in New Jersey. Check your declarations for the cap that applies to your policy and state.

Monthly bills reflect the prior month’s recorded miles times your per‑mile rate, plus the upcoming month’s base rate. You can update payment methods in the app or portal, and enable autopay via credit/debit card or bank account. If you believe miles were over‑counted, open a “mileage dispute” ticket with the date range and odometer readings; include service receipts or photos that show the odometer to speed up review. Approved adjustments typically appear on the next invoice.

The Metromile Pulse Device and Telematics Support

Most legacy Metromile policies use the Pulse device to record mileage via your car’s OBD‑II port. Installation takes a minute: insert the device firmly into the port (usually under the dash), start your car, and confirm in the app that the device is online. Some vehicles or migrated accounts may use alternate methods (for example, Bluetooth tags or app‑based odometer reporting); follow the setup instructions shown in your app or portal.

If the device is unplugged, damaged, or the vehicle battery is disconnected, the system may estimate miles until a connection is restored. That’s why it’s important to plug the device back in promptly and keep your app notifications enabled. If you sell your car, swap vehicles, or suspect the device is malfunctioning (no data, frequent disconnects), contact customer care for a replacement and return instructions—provide the serial number shown in the app to speed up the process.

Roadside Assistance and Emergency Support

Roadside assistance, if included on your policy, generally covers towing for a breakdown or accident, battery jump‑start, lockout, and fuel delivery. Request help through the app to share your GPS location automatically; you can also call the roadside number printed on your ID card if the app isn’t available. Tell the dispatcher your policy number, vehicle description, and whether the car is in a safe spot or obstructing traffic.

After a crash, prioritize safety and documentation: move to a safe location if possible, call 911 for injuries, and take wide and close‑up photos of all vehicles and the scene. Exchange information with other drivers (names, phone numbers, insurance carriers, and plates). If you’re unsure whether to open a claim, file a quick notice anyway—early reporting protects your rights and helps coordinate repairs, glass service, or rentals if coverage applies.

Policy Changes, Cancellations, and Moving Between States

Use the app or portal to add or replace a vehicle, update a garaging address, or add a driver. Submitting a change typically requires the VIN, the date you want coverage to begin, and, for address changes, proof of your new residence. Because rate factors include garaging ZIP code and vehicle details, expect your premium to update when you complete these changes.

You can cancel at any time and receive a pro‑rated refund of any unearned premium back to your original payment method. If you’re moving to a state where Metromile no longer writes new policies, you may be offered a transition to Lemonade Car or you may need to secure coverage from another carrier before the move date. To avoid a lapse, line up your new policy first and choose a matching effective date for the cancellation.

Escalations, Complaints, and Getting a Second Look

If something feels off—an estimate that seems too low, a denial you don’t understand, or a mileage charge you can’t reconcile—ask your representative for a supervisor review. Provide your claim or policy number, the specific dates in question, and the outcome you believe is correct. Most disagreements are resolved quickly when documentation (photos, receipts, odometer proof, police report numbers) is supplied.

If you need external help, you can file a complaint with your state’s Department of Insurance. Search “YourState Department of Insurance file complaint” and include your policy and claim numbers, a timeline, and copies of correspondence. Regulators expect you to try resolution with the insurer first, so keep a simple log of contact dates, names, and what was discussed; this record strengthens your case and speeds the review.

Data, Privacy, and How Your Miles Affect Your Bill

Metromile’s core rating model is mileage‑based: the number of miles you drive each month, combined with traditional insurance factors (vehicle, garaging location, driver history, and selected coverages). Historically, driving behavior metrics (like hard braking or time of day) have not been used to set your per‑mile rate on Metromile‑branded policies; however, features and data use can vary by state and may differ on Lemonade Car. Always review your policy documents and the latest privacy policy at metromile.com/privacy.

You can manage communications preferences in the app/portal and request a copy of your personal data where state law provides that right. If you believe telematics data is inaccurate, open a support ticket with odometer photos and any relevant service records. Precise, dated documentation is the fastest path to a correction and a billing adjustment when one is warranted.