Blog » metromile claims

Getting into an accident is never a pleasant experience, and the claims process can often be a struggle, too. But what if everything could be instantly taken care of without the need for tedious phone calls or damage inspection? That’s exactly what Metromile is aiming to do with the launch of our automated claims service.

Introducing AVA, our new AI claims assistant who accurately verifies claims in seconds and quickly resolves them. Basically, she automates anything that doesn’t require a human touch. AVA will collect claims details to help you file, guide you through collecting damage photos and help get your payment issued as soon as possible. Soon, she’ll even be able to issue instant payment and schedule repairs, taking care of all the mundane things that can make the claims experience such a struggle.

If AVA isn’t a real person, how’d she get to be so smart? Behind the scenes, we have a team of data scientists utilizing machine learning capabilities and teaching AVA new skills that will expedite the claims process. AVA can also use opt-in sensor data from the Metromile Pulse device to reconstruct the accident scene, expediting the approval process. For certain claim types, this enables the claim to be instantly approved.

Of course, we still have our in-house team of claims professionals that are always available to help if needed. Since AVA helps automate tedious tasks, our adjusters can spend their valuable time speaking to customers and making sure everything is taken care of.

Not yet a Metromile customer but intrigued by AVA and our automated claims? Visit metromile.com/claims to learn more about our pay-per-mile insurance and get a quick quote. Ava also has an integrated tool which helps you find auto shops near you.

We recently announced that we are bringing claims in-house, and with this exciting update comes a whole new department here at Metromile. So, without further ado, here are some of the hardworking and dedicated members of the new Metromile Claims Team.

Thomas Turner, Claims Compliance & Ethics Specialist 
Around the office he’s known as the walking rolodex. According to Thomas, “Metromile offered me a great opportunity to build something really neat and useful from the ground up. I walked away from my first meetings here with the impression that my co-workers were bright, driven, interesting folks with whom I’d enjoy spending time–all of which has turned out to be true.” As the “compliance guru” he’s tasked with making sure the company meets our regulatory responsibilities on all levels, in every area, on a state-by-state basis. His goal is to have the “Metromile equivalent of The Hitchhiker’s Guide to the Galaxy, but focused on the claims universe and with a set of ethics guidelines to go along with it.”

Chis Laurent, Claims Business Analyst
Known as the “tech guru” within the claims team, Chris has a background of nearly seven years of working in claims. He analyzes business requirements of systems for our end customers in order to effect and improve efficiency and help make sure there is always smooth claims handling for everyone. He says that when he joined Metromile “I was excited and up for the challenge. I always like trying new things and expanding my experience within in the industry. I love cars and have a background in glass installing, which makes me passionate about insurance.”

Carolyn Wilson, Claims Training and Process Consultant
Carolyn is tasked with keeping the team organized and disciplined. Starting in claims almost 20 years ago as a claims rep, she found herself with a terrific opportunity to take her passion (mentoring new people) to being a state trainer and eventually moved into corporate training. She says: “I wanted to join Metromile because I enjoy being on the ground floor and involved in things I would never have had the opportunity to do. Also, it’s so much fun to work with people far smarter than me to turn ideas into reality.” When there are new hires on the claims team, she works with a few other great people to help onboard and train them. Mostly, she “takes the creative minds of everyone on our team and helps to figure out what the process might be.”

Dara Miller, Subrogation Representative
Dara has worked in the claims environment for 11 years working on everything from personal lines insurance and special lines insurance to being a claims processor, loss assignor and also a claims representative in the past. When a Metromile customer is in an accident and not at fault, she works to collect money back from the at fault insurance company to reimburse the customer’s policy and deductible. She says she “joined Metromile because of the people and the amazing culture. I love the innovation of Metromile and I am so glad I am a part of this company.”

We are so excited to have them a part of our Metromile family. They truly do so much for our company and help create fiercely loyal customers. You can learn more about our claims process here.