Analysis of 563 reviews indicate that Metromile’s mileage overcharge is fueling conflict

Car, moving car, road, tarmac, driving

Metromile is a car insurance app that offers its users to only pay for what they use, by the “pay-per-mile” concept. It seems that some aren’t that happy with the functioning of the device.

Why do we say this?

The topic “app” occurred in 50% of the reviews and has an average grade of 3,31 / 5, which is lower than the overall average grade of 3,34 / 5 for the project. It was mentioned among the reviews that the app crashes repeatedly and was perceived as useless by some users.

This leads us to the topic “update” that has an average grade of 2,83 / 5 and occurred in 13% of the reviews. As previously mentioned, some users complained about the latest update causing the app to crash. It seems that there were issues regarding launching the app, also that it shuts down by itself or is unresponsive.

Caption of the Gavagai explorer dashboard for this analysis.

The topic “charged” occurred in 11% of the reviews and has an average grade of 2,63 / 5. It was mentioned that some users failed to find information, concerning the monthly cost of their insurance. Furthermore, it seems that some users were charged even though their device was broken. On several occasions, the company seems to have been overcharging their customers before the device was fixed, knowing that earlier it had been reported to be defective.

Metromile may need to look into how to improve quality assurance for the next update. Bugs need to be reported and solved more efficiently. Users also need to be able to navigate through the app without the major technical issues that currently exist. If the app, for instance, cannot seem to be able to track every trip, it kind of loses its purpose.

Suggestions for potential improvements

They could, for example, provide some informative error messages, suggesting various solutions. This is so that the user can try them out and in some cases, be able to solve them by themselves. Or at least, they could try to make sure that this kind of information, can be easily accessed. It seems that they also might need to provide more explicit directions, about charges and when you need to install your device. This information needs to be visible and easy for people to find.

It seems that they also might need to provide more explicit directions, about charges and when you need to install your device. This information needs to be visible and easy for people to find.

It could also be beneficial if customer service was more reachable and receptive to assist customers. That could help decrease the number of problems regarding overcharging for mileage.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on App Store.

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