Complaints

This profile includes complaints for Esurance, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Esurance, Inc.

  650 Davis St San Francisco, CA 94111-1904

• 

  Esurance

  PO Box 20666 Tampa, FL 33622-0666

• 

  Esurance

  5550 W. Idlewild Ave Suite 115 PO Box 20666 Tampa, FL 33622

• 

  Esurance Customer Service Center

  3509 N Louise Ave Sioux Falls, SD 57107-0105

• 

  Esurance Insurance Company

  Dallas, TX 75201

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ongoing Negligence by Esurance Faulty Repair, Warranty Denial, and False Reporting To Whom It May Concern,I am submitting a formal complaint against Esurance for their handling of a comprehensive claim that has caused me both financial and emotional ******* September 2020, my 2014 ************* C300 Sport 4MATIC was vandalized. Esurance approved the repair under comprehensive coverage and referred me to their preferred shop, Genesis ********* That repair was defective from the start the paint showed oxidation, swirl marks, and poor finish work.I reported the issue immediately, submitted a second opinion from another certified repair center, and worked with claims advisor **** *******, who eventually stopped responding and is no longer with the company. Despite Esurance being presented with clear proof of poor workmanship, they denied the repair under warranty and blamed me falsely alleging I damaged the paint.Worse, the incident was reported to ****** as moderate to severe damage, even though this was a cosmetic repair on a clean-title vehicle. This misreporting has drastically reduced my vehicles resale and trade-in ******** of May 7, 2025, I had to follow up again only to learn that a prior Esurance representative had never submitted my request for escalation, despite promising to do so. I have now been promised a call within 24 hours for the second time.I am requesting the following from Esurance:A full repaint by a qualified shop of my choice Correction of all inaccurate third-party reporting Reimbursement of the $7,000 paid to Genesis ******** for faulty work Compensation for pain and suffering, lost time, and vehicle devaluation Esurance has consistently ignored my concerns and failed to resolve the matter in good faith. I respectfully request BBB assistance in ensuring Esurance is held accountable and compelled to act.Sincerely,****** *********

  Business Response

  Date: 05/09/2025

  Thank you for forwarding this concern to our office.  Esurance has established a process for consumers to report issues or complaints by visiting Esurance.com where you can call or email us.  We are happy to address the concerns upon receipt of request directly from the consumer.

  Customer Answer

  Date: 05/10/2025

   
  Complaint: 23303061
  
  I am rejecting this response from Esurance as it is dismissive, inaccurate, and unhelpful. I have already contacted Esurance multiple times through the phone and email as they suggest, and I have received no meaningful response or resolution. Their failure to acknowledge or act on these communications is exactly why I filed this complaint through the Better Business Bureau. It is unacceptable for them to deflect responsibility by referring me back to the same process that has already failed me.
  
  
  Below is a log of my attempts to resolve this directly with Esurance:
  
  
  May 2021 I originally filed my claim after my vehicle was vandalized.
  June 2021 I reported issues with the paint quality immediately after receiving the vehicle from the preferred shop.
  20212022 I followed up several times via phone with Esurance, including leaving messages for adjuster **** *******, who never returned my calls.
  2022 I emailed and submitted photos of the peeling paint and poor bodyworkno action was taken.
  2023 More paint defects began to show. I submitted a new estimate for paint correction and again received no response.
  2024 I attempted another formal complaint via email, which was ignored.
  MarchApril 2025 I attempted contact through both email and phone multiple times and was continuously told someone would follow up. No one did.
  May 2025 I filed this BBB complaint after exhausting all other options.
  
  
  
  
  Esurance is clearly aware of my complaint history and has failed to take accountability. I am asking againthrough this BBB complaintfor a proper and timely investigation, a formal written response, and resolution regarding the damage, the denied paint correction, and the devaluation of my vehicle.
  
  
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 05/12/2025

  Esurance will not respond on third party sites to ensure the confidentially of consumer information. We are committed to resolving concerns brought to our attention through internal company channels. Consumers may reach us by email or phone using the contact information previously provided.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23303061
  
  I am rejecting this response because:
  Let me be absolutely clear: I have been reaching out directly to Esurance for over four years regarding this issue. Ive contacted your internal customer service teams, sent emails, called multiple departments, and even worked directly with your own adjuster. So to suggest that Im only now choosing to go through a third party like the BBB is not only falseits downright insulting.
  
  
  I was promised a callback last Friday. It never came. I was told again to expect follow-up Monday morning. Still nothing. That is the reality of your so-called customer service.
  
  
  You claim you wont respond on third-party sites to protect confidentiality, but the truth isyou dont respond anywhere. This is a clear and documented pattern of delaying, ignoring, and denying. Its the very definition of bad faith insurance conduct.
  
  
  This is not a minor complaint. Your own adjuster acknowledged that the paint was damaged and improperly prepped. Yet the repair was denied under the excuse that I washed the car too soondespite no evidence. Then, after years of unresolved complaints, a second false Carfax entry appeared on my reportin a different state, months laterwith no new claim ever filed.
  
  
  Let me remind you of what I now have on file:
  
  
  An accepted complaint with the Michigan Department of Insurance and Financial Services (DIFS File #******-001)
  A complete timeline with emails, service records, inspection estimates, photo evidence, and Carfax reports
  Proof that I submitted complaints immediately in 2020, and never stopped
  Documentation showing my vehicles value was destroyed, and your company refused to correct it
  
  
  
  
  This isnt just a customer service issue anymoreits harm. Its financial. Its reputational. And yesits being escalated.
  
  
  I am actively pursuing legal representation and preparing this matter for formal legal action. Youll be held accountable not just by me, but by the regulators, documentation, and consequences youve ignored for too long.
  
  
  Dont gaslight me or the BBB by pretending I havent followed proper channels. Ive exhausted every single path youve told me to take. You chose not to care. Now its out of your hands.
  
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:04/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I was told I pay the account itll be taken off of my report it was only taken from one credit bureau its still still reporting to the credit bureaus monthly after the account has been paid off and its still reporting as deg thats insane and crazy I need this account deleted from my credit report this is messing with my future financial future

  Business Response

  Date: 04/14/2025

  Thank you for forwarding this concern to our office.  Esurance has established a process for consumers to report issues or complaints by visiting Esurance.com where you can call or email us.  We are happy to address the concerns upon receipt of request directly from the consumer.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First off, a strange man randomly called and came to my house unexpectedly claiming to be from Esurance, and saying no estimate was in the system. He took photos in person and inspected my car. When I called to speak to ****** *****, a lady answered and said she had no record of him, and that Esurance did not send anyone out. **** ******* is recovering from Melanoma Cancer Treatment, please do not send strangers randomly and unexpectedly to my home, and have her standing in the cold, she has now been sick and coughing non-stop since he left. ****** ***** also sent a e-mail for the wrong amount, and did not include all of the damage. The e-mail asked **** ******* to choose the payment method, but due to the claim not having all the damages on it, no payment method was chosen or accepted. Mr. ***** proceeded to push the check through for the wrong amount anyway.****** ******* has told **** ******* that the claim takes 4-5 days, yet there has still been no estimate sent after photos and the random agent showed up. The car was taken to the dealership and the correct amounts are below which I demand be sent to me in the form of a check immediately, minus the amount Mr. ***** has already sent.

  Business Response

  Date: 04/04/2025

  Thank you for forwarding this concern to our office. Esurance has established a process for consumers to report issues or complaints by visiting Esurance.com where you can call or email us. We are happy to address the concerns upon receipt of request directly from the consumer

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23158761
  
  I am rejecting this response because: I have called, emailed and faxed for 2 weeks and have no received a reply before filling thisthis complaint 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/07/2025

  Esurance will not respond on third party sites to ensure the confidentially of consumer information.  We are committed to resolving concerns brought to our attention through internal company channels. Consumers may reach us by email or phone using the contact information previously provided.

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23158761
  
  I am rejecting this response because:
  I have did this but the claims adjuster assigned no longer works there and theres no one to contact about this. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been calling ****** ***** About a loss from 3/14/2025 Regarding claim number ********* I have not accepted a check and he will not answer the phone or return the calls from ******* ***** the other policy holder. They have failed to compensate me for my vehicle.

  Business Response

  Date: 04/02/2025

  Thank you for forwarding this concern to our office. Esurance has established a process for consumers to report issues or complaints by visiting Esurance.com where you can call or email us. We are happy to address the concerns upon receipt of request directly from the consumer.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23143120
  
  I am rejecting this response because the issue was not resolved, I have tired to contact Esurance and get this matter resolved and have not had any success. 

  
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/04/2025

  Esurance will not respond on third party sites to ensure the confidentially of consumer information. We are committed to resolving concerns brought to our attention through internal company channels. Consumers may reach us by email or phone using the contact information previously provided.

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Currently I am been adjudicated an accident from another person that I don't even know. Every single Insurance provider keep denying me or Hiking the prices because Esurance posted the Accident under my driving record. When I called their customer service they kept transferring me from place to place to finally let me know that there is nothing they can do. From what I was able to gather Esurance put ******* ********* under my driving record because her husband **** ********* with DOB ********** with california driver license have the same Name and DOB as me but I have a Texas Driver license. Need this remove in order to get my insurance.

  Business Response

  Date: 03/26/2025

  Thank you for forwarding this concern to our office.  Esurance has established a process for consumers to report issues or complaints by visiting Esurance.com where you can call or email us.  We are happy to address the concerns upon receipt of request directly from the consumer.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23117681
  
  I am rejecting this response because: Did you read the complaint? In there I stated that I called and no one in the claims , customer service department knows what to do . Why would you think I would do an BBB complaint if I didnt exhausted all my resources. 
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 03/27/2025

  Esurance will not respond on third party sites to ensure the confidentially of consumer information.  We are committed to resolving concerns brought to our attention through internal company channels.  Consumers may reach us by email or phone using the contact information previously provided.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23117681
  
  I am rejecting this response because: Emails and Call go nowhere with Esurance. Their customer service does not know what to do. 
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We canceled Esurance 4/2024 and they contunied to charge us monthly until we canceled the card completely March 2025.

  Business Response

  Date: 03/26/2025

  Thank you for forwarding this concern to our office.  Esurance has established a process for consumers to report issues or complaints by visiting Esurance.com where you can call or email us.  We are happy to address the concerns upon receipt of request directly from the consumer.

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was in a non-fault accident on 03/08/2025 to this day the insurance company is still dragging their feet and repairs or total loss has not been determined.The auto shop, which is in their "discount" network has recommended this car be a total loss because of 20k in damages to various parts of the vehicle deeming it totaled. the insurance company is denying this and had them relook at the car, now we are at $24,294 in damages still shop believes it is a total loss but insurance company is denying this as we are $2,200 away from their level of totaled regardless of weather the car will be safe to drive.I just want them to act in good faith, not what's best for the bottom line, how will i trust this car once its "repaired" knowing the collision shop says it should not be fixed.and here i am still with no car or even repairs started almost 20 days later due to this Thank you

  Business Response

  Date: 03/24/2025

  Thank you for forwarding this concern to our office.  Esurance has established a process for consumers to report issues or complaints by visiting Esurance.com where you can call or email us.  We are happy to address the concerns upon receipt of request directly from the consumer.

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23108195
  
  I am rejecting this response because:
  

  I have not only tried resolving this with the assigned adjuster, but the manager given, and I still have not received even a courtesy phone call saying we are working on it, there is only a bot to talk to on the website so this is my only solution it seems  

  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/25/2025

  Esurance will not respond on third party sites to ensure the confidentially of consumer information.  We are committed to resolving concerns brought to our attention through internal company channels.  Consumers may reach us by email or phone using the contact information previously provided.

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an essurance auto policy. The company refuses to handle my claim. The first ****** I talked to told me that ******al injuries are not covered. This is blatantly false as Minnesota is a No-Fault state and injuries are covered. They refuse to investigate my claim, answer my questions, answer their phone, respind to emails, etc. It has been 4 months since the accident. They have not even arranged for a repair estimate.

  Business Response

  Date: 03/14/2025

  Thank you for forwarding this concern to our office. Esurance has established a process for consumers to report issues or complaints by visiting Esurance.com where you can call or email us. We are happy to address the concerns upon receipt of request directly from the consumer.

• Initial Complaint

  Date:03/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Esurence filed a false report under my name on 07/21/2021. At the time, i was newly licensed with less than 30 days after passing my drivers license exam. When I bought this car, Ive noticed damaged on the vehicle and called Esurance to ask them, if they covered previous drivers damage. Unknowingly being connected to a claim adjuster, whom opened a claim against me as a Not at Fault collision with $0 paid out. Ive never asked for a claim or requested for an adjuster to do so. I was asking information as a new driver and Esurance decided to do this behind my back. I had unknowingly been paying higher premiums for this false record own my history because I was seen as a liability. At first I had contacted Esurance to have this removed but they refused to do so, and yet admitted it was damages before I even had the car. LexisNexis CLUE report removed the false report but Esurance reported it back up. I did not know that Esurance did this until February, 2025. For 3 years, I had paid higher premiums for a false claim by my on insurance at that time causing my inflated rates. Ive gathered evidence and sent to Esurance back in 2021, but theyre still bringing this report as a total loss. My vehicle was not a total loss nor was I involved. I continued to drive the vehicle for a month until I sold it. Esurance has violated the ******* and has done nothing with my numerous emails, calls and requests to speak with someone to rectify. I am seeking the complete removal of this false claim that they keep reporting back up, after being removed by LexisNexis with each disputed resolution/correction of validity.

  Business Response

  Date: 03/10/2025

  Thank you for forwarding this concern to our office. Esurance has established a process for consumers to report issues or complaints by visiting Esurance.com where you can call or email us. We are happy to address the concerns upon receipt of request directly from the consumer.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23036214
  
  I am rejecting this response because:
  Ive attempted multiple times through phone calls with your claims departments on February, 2025 and on July, 2022 to discuss with an agent or claims adjuster. I would like to speak directly with an actual representative that can remove this claim from my account. This is not a claim that I made at all and needs to be removed. Esurance has tossed me everywhere in contacting people, but nobody tries to fix the mistake. 
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/13/2025

  Esurance will not respond on third party sites to ensure the confidentially of consumer information. We are committed to resolving concerns brought to our attention through internal company channels. Consumers may reach us by email or phone using the contact information previously provided.

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to contact different claims representatives about the status of an open claim but they refuse to respond to my inquiries. The accident was 12/22/2023 and our attorney is requesting the claim status. This was an at fault auto accident. Ive been leaving messages and emails for weeks with no response from the insurance company.

  Business Response

  Date: 02/26/2025

  Thank you for forwarding this concern to our office. Esurance has established a process for consumers to report issues or complaints by visiting Esurance.com where you can call or email us. We are happy to address the concerns upon receipt of request directly from the consumer.