Creating Fiercely Loyal Customers with Claims Rep Nikki

If you’ve ever had to file an auto insurance claim with another insurer, you know the process can be long, frustrating, and incredibly confusing. At Metromile, our claims team works hard to turn that experience on its head and support our drivers when it matters most. 

We recently spoke with Senior Claims Representative, Nikki G., to get an under-the-hood look at what life is like on the Metromile Claims team and how she’s helping to live our value of creating fiercely loyal customers.

Insurtech Careers: Metromile Claims Adjuster

What did you do prior to Metromile?

I spent more than four years working at a large, traditional insurer – almost three years as a total loss specialist years and then transitioned to non-injury auto claims with the same company. 

What brought you to Metromile?

While I enjoyed my previous insurance role, I felt my days were getting very monotonous. I missed being challenged in my job so I decided to look beyond traditional insurance carriers and see what else was out there. In my search, I found Metromile and liked that it was a younger, smaller, tech-based company. At Metromile I could tell I’d be more than just a number within a huge corporate environment., which was the experience I had at my prior firm. During the interview process, I felt immediately aligned with the culture and knew it was the place for me to work and grow as an auto insurance claims adjuster.

I first started out as a claims file owner for non-injury claims and although it was similar to previous jobs I’d held, Metromile’s training was incredibly thorough and I learned a ton of new skills. I was coached on how to become a better adjuster in the sense of gathering quality information versus just gathering the basics and going through the standard filing motions.

What does your job as a claims representative entail?

When I first started at Metromile, I was a file owner for non-injury claims but now I specialize in bodily injury claims with no attorney representation. For each case, I review statements, photos, video footage, police reports, and any other provided evidence to help me make quality decisions on liability and who is at fault. I also review the proper and applicable coverages for each specific case as it changes based on the state and can get a little complicated. After that, I look into any medical treatments that were needed as a result of the claim and then work on following up with billing and any bodily injury statements. It can be a lot of information to take in all at once but the biggest asset you can have – besides some organization – is to have confidence in what you’re doing. Thankfully, Metromile’s training program well-prepared me to take on complex claims cases with confidence.

One of the biggest parts of this job is having true empathy for the customers you work with. As a claims adjuster, you are helping them through a complicated and long process and it’s important to understand your customer to provide the best and smoothest claims process possible. Aside from that, it’s really important to build rapport with the customer as they have to be comfortable with their settlement agreements and feel taken care of when it comes to resolving any injuries. Customers also need to be well informed when it comes to offering fair and quality settlements to those involved so you need to have a good relationship with those you’re helping so they trust you to help them make a decision or settle a claim. 

What do you like most about working at Metromile?

In my day-to-day work, I love interacting and building relationships with my customers. A huge part of this job is making those connections with people and showing them that they aren’t just a number but that they’re valued customers and we at Metromile genuinely care what happens with their claims. I’ve been able to build lasting relationships with past customers I’ve helped – one customer still sends me adorable dog photos long after I helped him settle a claim! On top of that, I love the investigative process and being challenged to figure out what happened with each claim. I’ve learned so much about insurance claims and enjoy solving complex puzzles that include so many moving parts and parties. 

I also love the company feel of Metromile and how valued I feel as an employee. Our SVP of Claims, Jim, knows me by name – it’s the small things like that that really make a difference in your day-to-day work ethic and happiness. Throughout the pandemic, Metromile has also been super flexible and understanding when it comes to life outside of work and I can take time for myself when needed. 

What’s next for you?

Right now, I’m working towards developing my skills around more serious claims to prepare myself for any attorney-represented bodily injury claims roles that’ll open up. These types of claims are a lot more in-depth and require more negotiation and working with a lot of parties. Aside from that, I’d love to go back into management and work towards a leadership position. 

Do you have any advice for those looking for new roles in the insurance space?

It’s scary to leave a company you’ve been at for multiple years and switch from a legacy carrier to a disruptor but, I can confidently say it was so worth it. Working within auto insurance claims isn’t always the easiest job in the world, but it’s very rewarding work. Especially here, our culture makes auto insurance fun and people log on every day not only to do their job but to build relationships with colleagues and customers as well.


We’re building a community of drivers who come to Metromile for the savings and stay for the experience. Our diverse team combines the best of Silicon Valley technologists with veterans from Fortune 500 insurers and financial services giants focused on using technology to reinvent insurance as a tool for financial resiliency.

Check out open positions at Metromile or give our pay-per-mile auto insurance a try by taking a free Ride Along™ trial from the Metromile app.