Behind the Scenes with Morgan Starr

Life at Metromile: Claims Trainee

Morgan Starr is just getting started, but in her short time as a claims rep, she’s already making great strides. 

What did you do prior to Metromile?

I graduated from ASU (Arizona State University) with a degree in biological sciences, and my plan was to go to pharmaceutical school. But when I was working as a clinical technician at a pharmacy, something wasn’t clicking. I wasn’t in a financially stable position, and I also realized it wasn’t something I wanted to do anymore. I didn’t know what my next steps would be, but I was open to new opportunities and ready for a new challenge.

What brought you to Metromile?

Once I decided against pharmaceutical school, I started doing a lot of Google searching, checking out Glassdoor, etc. I was looking for something that would pique my interest. That’s when I stumbled on the claims representative position at Metromile. When I interviewed, I was able to meet the people here and see what the culture was like. Although this was something I’d never done before, it just felt like a good fit. Plus, there’s a super thorough training and licensing process for new Metromilers who have never done claims work before.

I got the job and started in February 2020. 

What does your job as a claims representative entail?

I was first hired as a claims adjuster trainee, which is how we bring onboard new claims employees. Now I specialize in bodily injury claims for customers without an attorney. When a person files an accident claim, you have to look at everything: Do they have proper coverage? Is the other driver covered? Were there any injuries? Assessing who’s at fault and guiding the person who’s just had an accident through the claims procedure is a complicated process. You have to establish a rapport with the customer. You have to be able to put yourself in someone else’s position, assure them they’ll be ok, and let them know you’ll do everything in your power to help make the situation easier. So it’s a huge customer-facing role.

At the end of the day, it’s really about empathy, not numbers or diagrams. That’s why I think there are a lot of people without an insurance background who would be a good fit for this kind of work.

What do you like most about working at Metromile?

I can’t handle positions that are repetitive, and Metromile is anything but! Each day is different, so it really keeps me on my toes. We recently found out that we’ll be transitioning to a hybrid model where we can plan a schedule that best fits our needs. That might mean being remote part of the week and in-office part of the week, or fully remote, or even fully in-office—it’s up to each employee. That’s really the root of what I enjoy most about working at Metromile. The company truly cares about its employees and it shows.

I also enjoy all the fun cultural events we plan. They help take our minds off of work, so I’m excited to start attending those again with my team and the rest of the company once we’re able. 

What’s next for you at Metromile?

I’ve only been in my new position in the bodily injury department for three months, but I’m hoping to keep working my way up the ladder. Eventually, I want to be an attorney rep bodily injury claims specialist, which means I’d be working directly with attorneys to negotiate and settle customer claims. But I’m still learning and working my way up. 

We recently went public in February 2021, which is really exciting. One incredible opportunity I’ll never forget is that we were able to send in photos of ourselves and be seen on the NASDAQ screen in Times Square. I was also featured with our CEO and a few other employees with videos of ourselves clapping to celebrate when the closing bell went off. It was really thrilling to watch, so I’m excited to see where we go in terms of growth with Metromile. I’m just happy to be along for the ride. 

What are your hobbies? 

I enjoy working out. I’m focused on health and exercise, especially after a long week of work. I also have a bearded dragon as a pet. He’s two feet long so he’s a big boy. He’s only a year old and his name is Dart. After naming him I found out he’s a girl but I still call “him” a him. He keeps me company while I work.