Request to cancel my auto insurance policy on 7/15/2015 and 100% refund back to me
I enrolled the auto insurance policy# XX-XXXXXX with Metromile on 7/15/2015, they charged me $39.98 premium and told me to , and told me that I would get a one-week FREE Insurance while waiting for the device. Two days later on 7/17/15, they emailed me that my premium increased from $39.98 to $47.98. As soon as I read the email on 7/20/15, I emailed them immediately complained about their are cheating on the premium to customer-me, and increased within two days after the agreed premium, and asked for a full refund and cancel my policy back dated 7/15/15, because I like to stay with my previous carrier. However, no one called or emailed me back. I called them on 7/21/15, the customer rep told me that he can only cancel my policy on 7/21/15, and insisted to charge me from 7/15/15 to 7/21/15 with increased premium, which, was not the agreed premium I had with them when I purchased. They broke their original promise that the first week waiting for their device should be FREE of charge. I told the customer rep that I would stop payment and to complaint to BBB and ask for 100% refund back to me.
I would like Metromile to cancel my auto policy XX-XXXXXX back dated on 7/15/15, and give 100% refund of $47.98 back to my credit cared company immediately.
Thank you for the opportunity to respond to this complaint. We have read the customer's complaint thoroughly and will respond to each point raised.
When the customer signed up on July 15th she did not disclose a Minor Moving Conviction dated 10/22/14. We discovered this conviction on July 17th, during our final underwriting review, and modified her insurance premium accordingly. We notified the customer immediately of the change and included the reason.
We do not and cannot provide "free insurance". For California insurance customers we do not charge for mileage for the first 7 days the policy is in force. Perhaps this is what the customer is referring to.
The customer emailed us at 7:10 PM July 20th, which is after our normal business hours. The email was assigned to a Metromile Customer Service representative for follow up at 10:13 AM on July 21st. Before we could respond to the customer she called in at 10:30 AM to cancel her policy.
The policy became effective on July 15th at 6:29 PM. Since the policy was already in force we could not cancel it back to it's inception date. We did cancel the policy effective July 22nd at 12:01 AM. On July 22nd we refunded the customer her unused premium in the amount of $39.25. We do not charge cancellation fees as many companies do. We only charged the customer for the 7 days of base premium used from policy inception date to cancellation.
We cannot refund the premium used by the customer while the policy was in force.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is cheating business. As mentioned, I brought the car auto insurance was because the agreed premium, if you change premium then our agreement should not be an agreement anymore, every auto insurance company like FARMERS, STATE FARM, AAA, they all quoted me with my records given and had never increased premium within two days after we agreed on the quote premium to buy the policy, furthermore, all other auto policy allows 7 days to change the auto policy to other carrier, I decided to stay with my original carrier, California auto insurance law is not allowed two auto policies exists the same time, thus, you should 100% fully refund my money and cancel backdated on July 15th, because I never agreed the increased premium.
California insurance Dept also allow and agreed backed date within 30 days if I already have auto insurance with other carrier. I do not appreciate your cheating business, if you do not back dated and refund me 100% money, I will dispute from my credit card company, and report your cheating business practice to California Insurance Dept.
Final Business Response
We contacted the customer and resolved the matter to her satisfaction.
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)