What the F-NOL?

If you’ve been reading the Metromile blog for a while (hey, thanks!), then you’re probably a veritable expert in all things coverage and claims related. You can likely school your friends and family on what “comprehensive” coverage really means, and it’s a safe bet you know what to do in the event of a minor fender bender. Now that you’ve mastered the basics, you’re ready to graduate to the next level and learn the answer to an age-old question: what the F-NOL?

What is F-NOL?

Let’s break it down: a FNOL is a First Notice of Loss or First Notification of Loss. The “loss” in this instance refers to the insured product, which—unfortunately—is your vehicle. You may not even know it, but if you’ve ever contacted your insurance provider about a theft, loss, or damage, you’ve filed an FNOL.

The FNOL is a critical piece of the post-accident/incident process, both for you and your insurance company. In some cases, it’s a requisite first step in the formal claim process because it alerts your insurer to the situation and it gives you the opportunity to quickly and accurately report the details of the theft or destruction. But let’s be honest—most of are anything but cool, calm, and collected following a robbery, accident, or vandalism. You’ll want to get going on your FNOL as soon as possible, but you’ll likely want and need a system that’s simple to navigate and won’t cause your already-elevated stress levels to skyrocket.

Metromile’s First Notice of Loss

Luckily, some insurance companies have evolved to offer a simpler, streamlined, super-convenient FNOL process. Metromile is leading the pack. Rather than relying on an antiquated call center system to address your immediate questions and concerns, Metromile has AVA, a smart, savvy AI claims system who can accurately verify claims in seconds. Using Metromile Pulse sensor data, AVA is able to reconstruct the scene of an accident to verify claim details. Once claims are verified, she can also help process payments, locate local repair shops, schedule rental cars, and more.

Thanks to AVA’s impressive intelligence, she’s able to guide you through the FNOL process, one step at a time. Unlike other insurance companies that require customers to figure out the FNOL process solo, Metromile provides support from beginning to end. While Metromile drivers are welcome to submit FNOLs over the phone, they also have the options of filing online or through the Metromile app (because in stressful times, an array of easy options is great). And as AVA gets smarter, she may one day even be able to submit FNOLs for drivers in their absence, meaning she’d kick off your claims process even if you weren’t present for the theft or damage.

Until then, AVA and everyone behind the scenes at Metromile has your back and is here to take the WTF out of FNOLs and more. Need more info? Visit the Metromile Help Center to get answers to some of the most frequently asked questions. And if you’re ready to get a personalized quote, talk to a qualified agent by calling 1.888.242.5204. Already a customer? Awesome! How about spreading the love? Refer a friend, and you’ll receive a $25 Amazon Gift Card when they get their verified quote.

Michelle Konstantinovsky is a San Francisco-based journalist/writer/editor and UC Berkeley Graduate School of Journalism alumna. She’s written extensively on health, body image, entertainment, lifestyle, design, and tech for outlets like Cosmopolitan, Harper’s Bazaar, Marie Claire, Teen Vogue, O: The Oprah Magazine, Seventeen, and a whole lot more. She’s also a contributing editor at Fitbit and the social media director at California Home + Design Magazine. She is an avid admirer of shiny objects, manatees, and preteen entertainment.

Crashing Cars for Science

At Metromile, we believe car insurance should be fair. Which means your rates should be based on how much you drive, you shouldn’t be held responsible for accidents that you didn’t cause, and filing a claim should be easy. That’s why we created AVA, our artificial intelligence (AI) claims system, who works with the Metromile Pulse device to accurately verify claims and quickly resolve them.

The Metromile Pulse

The Metromile Pulse is a small, GPS-enabled device that measures the miles you drive. Once installed, the Pulse seamlessly and securely counts your miles. And we use these miles to calculate your bill. It’s how the whole pay-per-mile thing works. Using Metromile Pulse sensor data, AVA can reconstruct the scene of an accident to instantly determine if claim details are accurate. In addition, AVA is able to issue instant payments, schedule repairs and coordinate rental car needs, taking care of all the mundane things that can make the claims experience such a hassle. But how does AVA know the difference between a vehicle accident and minor bump? — We taught her.

Training AVA:

The best way to get to the truth of what low-impact and hit-and-run crashes would look like to the Pulse and AVA is to truly measure those collisions in the field. So that’s precisely what we did. We found a couple of used cars and put Pulse devices in them. Then we crashed them. Over, and over again.

Busting Car Insurance Myths

Thanks to the work of our Data Scientists, who were able to create a machine learning technique to distinguish between crash types, AVA can now determine what is, and what is not a “crash event.” So, no matter what life throws at you or your car, Metromile will have your back.

Buy that car, take that trip, and don’t sweat the small things along the way, because Metromile is building a seamless claims experience, from the ground up. Because not every accident is the same, and we want to know all the facts, so we can help get you back on the road faster. Get a free quote today and join the Metromile fam – we’re always one call, tap, or click away. Be safe out there and see you on the roads!

Metromile Claims, By The Numbers

There were over 4.5 million car accidents involving property damage in the U.S. last year. And while not every accident turns into a claim, and not every claim is handled by Metromile, we still care. Why? Because we’re building a seamless claims process so that even the most minor fender benders can be resolved quickly and you can get back on the road faster.

So today, we are taking a look at all the claims we resolved in 2017, and how the whole process was made simpler with the help of data, science, technology — and a little bit of magic.


*Based on 2017 Metromile Claims Data.

Want to learn more about our experimental approach to building a better claims experience?

The best way to get to the truth of what low-impact and hit-and-run crashes would look like to the Pulse and AVA is to truly measure those collisions in the field. So that’s precisely what we did. We found a couple of used cars and put Pulse devices in them. Then we crashed them. Over, and over again.

(more…)

How Will a Claim Affect My Insurance Premium

Hey, you know what’s worse than getting into any kind of car accident? Getting into a car accident and then worrying about how filing a necessary claim could affect your insurance rate. We’ve all been there, stressing over the potential consequences of what feels like a tarnished reputation. While you can’t predict exactly how your coverage may or may not change following a claim, it’s important to know the possibilities.

How-Will-a-Claim-Affect-My-Insurance-Premium-

Will Filing an Insurance Claim Raise Your Rates?

The overarching rule when it comes to the impact of claims on coverage is that every policyholder’s situation is unique. That means depending on your circumstances, your premium may or may not change. A few contributing factors insurers consider when deciding the impact an accident may have on your rate:

  • The terms of your policy
  • Whether you were at fault for the accident
  • How many claims you’ve filed in the past
  • Insurance regulations in your state

While there’s no such thing as “full coverage,” your specific policy is likely a combination of coverage that includes:

  • State-required liability or no-fault insurance to cover any bodily injury and property damages to others if you cause an accident
  • Collision coverage that pays for damages that affect your vehicle in an accident
  • Comprehensive coverage for things like vandalism, theft, and more.

No matter what kind of coverage you have, the fine print matters: Be sure to review your individual policy and get familiar with the terms and conditions so you’re not surprised in the event of a post-accident premium hike. Another thing to note is that your coverage and any potential pricing adjustments also could rely on the accuracy of facts that you, as the insured, present to your insurer when you purchase your policy. It is critical to keep your insurer regularly updated about any changes – like additional drivers, or vehicle updates – to avoid any potential coverage issues or delays in claims processing.

Your driving track record is really what insurers consider the biggest predictor of your future driving behavior, so the more claims you rack up, the more likely your premium is to rise, especially if you’ve been at-fault for accidents in the past. If you’re filing a current claim for an accident that wasn’t your fault, your insurer will take that information into account, but there no guarantees regarding your future rate. If you were at fault, however, you should know that certain behaviors are generally considered a lot more serious—and therefore more reprehensible—than others. Reckless or impaired driving, for example, may result in a major price increase (or even a cancellation of coverage, depending on the terms of your policy).

Whether you’re rear-ended in a minor fender bender or involved in a major pileup as the result of your own actions, it’s essential to report the accident to your insurer. This will help provide your carrier with all the information they need to properly investigate the issue and do everything possible to protect you if the other driver involved files their own claim.

The most important takeaway is to find an insurance provider who truly has your back. If you’re ready to make a switch, visit Metromile today for a free quote.

Michelle Konstantinovsky is a San Francisco-based journalist/writer/editor and UC Berkeley Graduate School of Journalism alumna. She’s written extensively on health, body image, entertainment, lifestyle, design, and tech for outlets like Cosmopolitan, Harper’s Bazaar, Marie Claire, Teen Vogue, O: The Oprah Magazine, Seventeen, and a whole lot more. She’s also a contributing editor at Fitbit and the social media director at California Home + Design Magazine. She is an avid admirer of shiny objects, manatees, and preteen entertainment.

Should I File a Claim with Their Insurer or Mine?

You’re driving along, minding your own business (maybe singing along to some questionable throwback tracks) when bam! — another driver ruins your day. You’re fine, but now you have to deal with the aftermath of the accident. It’s clear to everyone involved that you were the innocent party in this scenario — so do you still have to file a claim with your insurer?

Should-I-File-a-Claim-with-Their-Auto-Insurer-or-Mine

It’s a common point of confusion for drivers, but there are some simple ways to assess how best to proceed so you can get back on the road and get on with your impromptu in-car karaoke sessions. There are two directions you can take after being involved in an accident where you are not at fault.

Filing a Claim With Your Own Insurer

If you have collision coverage, you can file a claim with your insurance provider. They’ll pay for the repairs to your damaged car, minus any deductible you have on the collision coverage on your policy. Your company will then pursue the other driver’s insurance company for reimbursement of the claim, including your deductible. This process is called subrogation.

Using your own collision coverage makes sense when the other insurance carrier is unresponsive, has a coverage issue with their own insured or is completing a lengthy investigation. Your insurance company will be in a position to get your vehicle repaired and back on the road in a timely fashion and then subrogate for any monies paid out including your deductible.

Filing a Claim With The Other Driver’s Insurer

If you are not at fault for an accident, do not wish to pay your deductible or you do not have collision coverage on your policy, you can pursue your claim through the other party’s insurance carrier. The other carrier will ensure coverage is in order for their insured and complete a liability investigation to determine who was at fault for the accident. Once the other party’s carrier has accepted liability for the accident, they will handle your damages.

They may require you to get an estimate of the damages to your car, work with you to identify a body shop or have you send them photos of the damage to your car. They will then pay for the damages to your car as well as pay for a rental car while yours is being repaired.

Always Call Your Insurer No Matter Where You File A Claim

Regardless of which company you decide to file a claim with, you should report the accident to your own insurer. Reporting the claim to your own insurer puts them in the best position to handle your damages should any delays occur with the other party’s carrier. Metromile policyholders should report all claims.

Still have questions? Need coverage? Visit metromile.com today or call 1.888.242.5204 to get a quote today.

Michelle Konstantinovsky is a San Francisco-based journalist/writer/editor and UC Berkeley Graduate School of Journalism alumna. She’s written extensively on health, body image, entertainment, lifestyle, design, and tech for outlets like Cosmopolitan, Harper’s Bazaar, Marie Claire, Teen Vogue, O: The Oprah Magazine, Seventeen, and a whole lot more. She’s also a contributing editor at Fitbit and the social media director at California Home + Design Magazine. She is an avid admirer of shiny objects, manatees, and preteen entertainment.

How to Handle a Hit & Run

Look, If you’ve ever been involved in a car accident, you’ve likely experienced any number of emotions ranging from fear to anger and everything in between. But if that accident was a hit and run, you may have also been left feeling confused and hopeless. After all, how do you claim your rightful compensation for damages and injuries if the person at fault has fled the scene? Luckily, there are some specific procedures and policies in place to protect hit and run victims — here’s what you need to know:

How-to-Handle-a-Hit-Run

What Qualifies as a Hit and Run?

An accident qualifies as a hit and run if a driver intentionally flees the scene without providing the other party with their contact information. An example of this would be if another vehicle hits yours on the road and then speeds off or if a driver hits your parked car when it’s unattended and fails to leave behind their info.

How to Handle a Hit and Run

It’s understandable that a hit and run might leave you feeling frustrated and upset. The best thing you can do is try to remain calm and start collecting as much information as possible. The more facts you have about what happened, the more it will help your insurance company make a decision about your claim, and the more likely it is that the police will catch the driver responsible for the damage.

As soon as you’re safe and feel prepared to take action, follow these important steps:

    1. Try to gather as much information about the car that hit you as you can. If you were in your vehicle, do your best to recall details like the color, make and model of the car and the license plate number.
    2. Survey the scene to locate any potential witnesses who may be able to help fill in the details. Be sure to get contact information for these people.
    3. Before you leave the accident scene, take photos of the area, and be sure to immediately snap photos of your car, especially if there are traces of paint left behind from the other car.
    4. Write down the time and location of the accident; if you were away from your parked car when the accident occurred, write down as much information as you can gather.
    5. Call the police as soon as possible and file an accident report — even if the police can’t locate the responsible driver, the report serves as an official document that may help speed up the insurance claims process. Police reports must be submitted within 48-72 hours of an accident, so don’t wait to take this important step.
    6. File an auto insurance claim. If you’re a Metromile customer, follow the Accident Checklist and assess the damage to your vehicle.

Whatever you do, do not chase after a driver who hits you and leaves the scene. This may lead to another accident. Remain as calm as you can and follow the steps above instead. If you’re involved in a hit and run, or any accident, and you’re a Metromile customer, quickly and easily file a claim online or by calling 1.888.595.5485. Our team will help you get back on the road safely as soon as possible.


Michelle Konstantinovsky is a San Francisco-based journalist/writer/editor and UC Berkeley Graduate School of Journalism alumna. She’s written extensively on health, body image, entertainment, lifestyle, design, and tech for outlets like Cosmopolitan, Harper’s Bazaar, Marie Claire, Teen Vogue, O: The Oprah Magazine, Seventeen, and a whole lot more. She’s also a contributing editor at Fitbit and the social media director at California Home + Design Magazine. She is an avid admirer of shiny objects, manatees, and preteen entertainment.

How the Metromile Claims Process Works

Filing a car insurance claim doesn’t have to be intimidating. In fact, with Metromile’s step-by-step process, we will walk you through the steps to filing a claim and offer a simple solution to an often overly-complicated procedure. Whether you’ve experienced a hit-and-run, a minor fender bender sitch, or are in need of a quick glass repair, knowing what you should have prepared to file a claim can make for a seamless experience and get you back on the road faster.

Using the Metromile app to request roadside assistance

First, we need to know what type of claim you will be filing – roadside assistance, a glass and windshield claim, a hit-and-run claim, or a general claim. Knowing which type of claim will help us direct your claim to the right department.

So, which types of claims fall into which categories? Pull up a chair and let’s chat.

Roadside Assistance

As we all know, cars can be somewhat unpredictable. If your car decides to break down at the worst possible time, Metromile has got your back! If your car breaks down on the road and you have elected Metromile Roadside Assistance coverage, you can submit an Online Roadside Assistance Request, file through the Metromile app, or call Metromile Roadside Assistance at 800-983-3400 to request service. Our Metromile Roadside Assistance team will make arrangements to assist you and also can provide an estimated time of arrival.

Glass and Windshield Claims

Has an errant, high-velocity pebble taken a hit to your windshield? File a claim through Metromile’s Glass and Windshield claims center. If you need to file a claim for a broken window or windshield, and you have purchased comprehensive coverage, you can file a glass only claim online, file through the Metromile app, or call Metromile Glass Assistance at 888-256-8375 to report a claim.

Hit-and-run Claims

As a vehicle owner, one of the most frustrating situations you might be involved in is a hit-and-run. If you are the victim of a hit-and-run, you should definitely file an accident report with the police. The more information you can provide in the instance of a hit-and-run, the better. Information to provide (if it’s available):

  • Information about the car that hit you:
    • Make
    • Model
    • License Plate
  • Any possible witness information
  • Time and location of the accident
  • Pictures of the accident scene
  • Pictures of your car

We understand that in certain situations, it may not be possible to provide all of the above information. At the bare minimum, be sure to have the following information handy when filing your claim:

  • Time of incident
  • Location of hit-and-run
  • The damage
  • The Accident Report Number (obtained from the police)

Metromile policyholders can always file a hit-and-run claim online or through the Metromile app 24/7 – or you can report a claim by calling (888) 595-5485.

General Claims

For everything else: file a general claim. Metromile policyholders can file a claim online or through the Metromile app 24/7, or you can report a claim with a claims representative by calling (888) 595-5485 M-F 6am-6pm. You will need the following information readily available when filing your claim:

  • Your Metromile insurance policy number
  • Date of the accident
  • Location of the accident
  • Description of the accident
  • Party names
  • Vehicles involved

We also recommend that you:

  • Take pictures of (or write down) driver and occupant names, contact numbers and driver’s license information
  • Obtain insurance carrier information (including policy number) from the other person(s) involved
  • Write down vehicle information for any vehicles involved in the accident including: make, model, license plate number and damages
  • Write down any witness information
  • Take pictures of the accident scene, skid marks, and debris (if it is safe to do so)

So, what now? After you’ve filed your claim through Metromile, here are some next action steps to take.

Repairing Your Vehicle

The first thing you’ll need to get is a damage estimate. Your Metromile Claims Representative will be able to guide you through the repair process. In most situations, we’re able to complete an estimate from photos of the damage to your vehicle.

HOWEVER. If you are not ready to repair your car, that’s okay too. Metromile does not require you to repair your car in order to submit a claim. When filing, just let your claims representative know that you aren’t ready to repair your car.

In the case of a total loss, Metromile defers to the state rules regarding how to determine the value of your vehicle. If your vehicle is deemed a total loss (as outlined by your state rules), your policy remains in effect. You will need insurance for your rental car or temporary transportation while you shop for a replacement – however, we won’t charge you mileage while you’re shopping for a replacement vehicle. Once obtained, contact Metromile to add your replacement vehicle to your policy.

With Metromile, you never have to wonder if your insurance company has your back, because we always will! Get a free quote today and join the Metromile fam – we’re always one call, tap, or click away. Be safe out there and see you on the roads!

Julianne Cronin is a Bay Area freelance writer, content creator, and founder/editor of the women’s lifestyle site, The Wink. You can find her working on her capsule wardrobe, collecting cacti, and trying out the latest beauty products on Instagram