ComplaintsforEsurance, Inc.

Auto Insurance

Current Alerts For This Business

Pattern of Complaint:

Esurance came to BBB’s attention in December 1999. A review of complaints was completed in November 2022. Based on BBB files the company has a pattern of complaints. The pattern found is complainants state calls not being returned and emails not being responded to.

On December 5, 2022, Esurance responded to the above issues with the following.

The Company respectfully disagrees that we are not returning calls or responding to emails from our customers. We strive to comply with the CA Fair Claims Settlement Practices Act and the response times set forth in these regulations. We would encourage any customer who feels we are not compliant with the Act on their specific claim to elevate their concern to their Claims manager.

Additional Complaint Information

Customer Complaint:

BBB’s business profile for Esurance Inc. was created in November 1999. A review of Esurance Inc. was completed in May 2024.

BBB encourages consumers to review the link below for information about claims specifically the faq’s section concerning the process.

https://www.esurance.com/insurance/car-insurance/claims

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Initial Complaint
06/11/2024
Complaint Type:
Order Issues
Status:
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.
Company is cancelling auto insurance in the state of **********, even though I have been a perfect driver under their insurance and offered a different partner company who would provide a quote which is more than $800 more per year with less coverage than under my current policy. This company doesnt care about its customers and can go to h***
Business response
06/12/2024
Good morning,
Please review the attached response to the complaint from ************
Thank you,
******************
Esurance Compliance Consultant
CCC-Cust Resolution Sppt-Sr ***************************** Insurance Services, Inc.
On behalf of Esurance Property and Casualty Insurance Company
Initial Complaint
06/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had a wreck in a May 5,2024 it was not my fault , I was in 4 car accident,my car was totaled out,i was taken to the hospital by ambulance informed my insurance ** which is einsurance company and casualty mind you I bought my car brand new a 2019 ***** Camaro,i had 1 more year to pay off the car i had 69 thousand miles at the time it was totaled they gave me a low figure i stated that's to low what I saw innthe book value for my car,well now everyday I get switch from ****** back in forth to passion,on June 4,2024 passion inform me the **mputer system is down,i guess the **mputer will not **me up for me this is kind of stuff that im dealing with einsurance company and casualty It's been a month with no resolution o and with ****** her phone goes to voicemail totaled ridiculous no returns calls wow claim number is ********* this car needs to be settled and paid off that's the purpose of me paying for insurance,in which i have never miss a payment nor been late this is totally unacceptable to keep getting the run and around and excuses and hearing voicemail and no return calls
Customer response
06/07/2024
The company has resolved my issue
Response taken by BBB rep ************
Initial Complaint
06/04/2024
Complaint Type:
Product Issues
Status:
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.
I have been a customers since 2018. No problems. I recently renewed my auto insurance policy. I was unaware of the cancellation fee if you cancelled your policy too early into your renewal, The policy renewal was on 5-25-24 and I cancelled my auto policy on 5-31-24. I paid $417 and was informed of the cancellation fee at the cancellation time. My refund was $93.66. This was my first call on 5-31-24 in the afternoon spoke with Rep ****** I asked why the difference in the refund and he stated that fees are higher with a cancellation earlier on from a renewal day. He hung up once he told me by refund amount, I would like to think that the call your disconnected. I made two phone calls. I was shocked. The second call was from home that same evening, For one, I was switching because their fees kept increasing but overall no complaints. I explained this to the customer service **** ******* I had printed the renewal paperwork and nothing on it stated a cancellation fee. Then she referred me to go online and review my documents. I asked where is the cancellation fee mentioned. She referred me to review the original paperwork dated 3-12-2018. I do not have the original paperwork but had previous policy updates that I had held onto for comparison purposes. She emailed me the agreement from 3-2018. And no, when I went online, I did not review that. I am upset. I felt that I was a good customer and had my policy for a 5+ years but that was not the case. Prior to that I had been with Allstate for 10+ years. I was charged too high of a cancellation fee. I paid $415 to renew and 6 days later I cancelled the policy and received $93.66as a refund. That is not fair and just not good business. I will not refer anyone to Allstate and no I do not feel I am in good hands - as the slogan goes. I was lead to believe that you have a problem when you file a claim not when you cancel your policy. I want to file this complaint to note how unfair this all is laid out.
Business response
06/05/2024
To whom it may concern,
Attached is our letter regarding file # 21798317.
If you have any questions or concerns please send email to; **********************************
Thank you,
********************
Initial Complaint
05/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Claim number: ********* Claims adjuster was upset that my car was a hit and run and became unscrupulous once I asked him to replace both of the car seats that were in my vehicle at the time of the hit and run. After immediately supplied him with receipts for the car seats he became upset and request to put my car repairs on hold and hired a accident reconstruction company who only is employed by insurance companies to say that there is no way that my car was damaged in a hit and run accident because of the normal wear and tear scratches that were in my rims, also, he deceived the accident reconstruction company by not giving them all of the information from the witness nor advising him that the normal wear and tear scratches that were on the rim. Were not to be included as part of his analysis of the hidden run accident. Although I have for many weeks, ask for him to send my PO to The claims manager he refused which delayed the process of the repairs of my vehicle and the cost of the rental car was raised because I did not have my vehicle. ******* accused me of fraud and continued to deny my claim and blatantly lied by stating he included all evidence to the accident reconstruction company. ******* also refused to accept an independent witness who heard and saw the ending of the hit and run accident. The actions by this company are evidence of bad faith.
Business response
06/06/2024
Please see the attached.
Customer response
06/06/2024

Complaint: 21778982

I am rejecting this response because:
Neither the manager nor the investigator spoke to me by phone. I have been asking in writing for a week to escalate and investigate my matter. The actual date that I was contacted by the investigator (*********************) was today, June 6, 2024. I have NOT spoken to the manager nor the investigator by phone. **** finally EMAILED me today and stated The interview typically last ***** minutes. I would travel to your location - near your work or home. Typically, I select an agreed upon nearby coffee shop to discuss and exchange documents/information. I immediately replied to ***** email We can exchange information and documentation via email. What information and documentation would you like to exchange. You may email me all documents and information at ***************. You may request documents and information by emailing me at *************** **** nor management has replied. Therefore, their lack of a timely reply evidences a futal attempt for Esurance to resolve my complaint with scruples.
******************
Business response
06/10/2024
See attached
Initial Complaint
05/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On October 10 2023 I renewed my insurance policy with Esurance over the phone for another 6 months. The rep told me I had to pay a past due balance and my renewal payment which was a total of $436.18. The representative then told me my monthly amount would be $149.00 and that the app would reflect that information. The monthly amount increased to $165.00 until April. Then I received an email stating my upcoming charges is $850.00. I called Esurance numerous times to have someone explain to me why the monthly cost increased. Esurance states I missed payments but when I login to my account it doesn't show I have any missed payments. I believe that there system might be experiencing issues or they misquoted my plan and I should have to pay for those additional costs. I also haven't missed any payments and they stated over the phone that I am not behind. I also have emails and my bank statements showing how much I should be paying monthly.
Business response
05/30/2024
Attached is our letter regarding BBB Complaint #********.
Thank you,
********************
************
Customer response
05/30/2024

Complaint: 21766797

I am rejecting this response because:
Here are a few notices I received from Esurance. The email from Esurance states how much my monthly bill should be and I have paid. When I spoke to the representative over the phone they said 2 payments were missed now they are saying its 1. Then another rep stated no payments were missed. I believe this was a billing mistake on Esurances behalf and I have to pay the price which isn't fair. I've had a awesome experience so far with Esurance and would like to move on from this and continue with this company.

Sincerely,

*******************
Business response
06/06/2024
To whom it may concern,
Attached is the letter for Complaint #********.
If you have any questions or concerns please contact us by email at **********************************
Thank you,
********************
Customer response
06/06/2024

Complaint: 21766797

I am rejecting this response because:
I do accept the apology but the audit that was provided still doesn't show that I was behind or missed a payment. If anything it further proves my point that a mistake was made I'm still responsible for a billing mistake that's not on my behalf. I am entitled to a adjustment or refund.

Sincerely,

*******************
Initial Complaint
05/26/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In brief, I awoke amid this holiday weekend to discover that my vehicle insurer, Esurance (a ******** of ********* was raising my rates by approximately15 percent; this action was taken with zero forewarning from the company and, perhaps moreover, despite the facts that, in about four years as a customer: I have never missed a payment to the company; I have no traffic offenses while being insured by this company; I have no car accidents or claims while being insured by this company.And yet, they are raising my rates by nearly $200.00 a year. When I contacted the company by phone to discuss the matter, I was simply told that the rise in cost was due to "inflation."I reach out with the hope that for me, and other constituents like me who areforcedto combat this same gross and unfortunate consumer manipulation and consumer deception, you are able to proactively combat such corporate measures. In conclusion, by treating consumers like punching bags with actions such as the one perpetrated upon me by Esurance, many folks like me are now forced to weight the ability, and the affordability, of continuing to live in *******************.
Business response
05/28/2024
Good afternoon,
Please review the attached response to complaint ********. Please let us know if we can be of further assistance.
******************
Esurance Compliance Consultant
CCC-Cust Resolution Sppt-Sr ***************************** Insurance Services, Inc.
On behalf of Esurance Property and Casualty Insurance Company
Customer response
05/29/2024

Complaint: 21762961

I am rejecting this response because: While the insurer, per their response, did provide a renewal letter on 4/30/2024, said letter, as you'll please note from the attached, notes nothing -- zero -- about any pricing adjustments. Rather, Esurance supplied said information nearly a month subsequent, and then, after coldly apprising me of the 15 percent rise in costs, left me with less than three weeks to either accept such an affront, or invest the time in researching new insurance options. Such a system -- nor their austere, corporate, calculated, impersonal and audacious letter to BBB -- is not in the best interest of myself, or any other customer.
This clearly requires a more considerate and personal reply, and, as noted, all I wish -- as a customer with no claims, no tickets, minimal mileage and a spotless payment record -- is to have my rate remain the same as it was.

Sincerely,

*************************
Business response
06/04/2024
Good afternoon,
Please see the attached response.
Thank you,
******************
Esurance Compliance Consultant
CCC-Cust Resolution Sppt-Sr ***************************** Insurance Services, Inc.
On behalf of Esurance Property and Casualty Insurance Company

Customer response
06/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and while said business unfortunately provided neither full clarity nor absolute resolution (or, resolution of any kind), methinks I've spent the time available in disputing this matter. Much appreciation for your time and efforts on my behalf.

Sincerely,

*************************
Initial Complaint
05/24/2024
Complaint Type:
Product Issues
Status:
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.
Was told that my insurance policy would be cancelled on 5/14/24, also received emails that my policy would be renewing on the same date. I received an email that my payment had not gone through, so I attempted to log into the app and website multiple times. Each time I was presented with No Payments Due At This Time. I was not presented with any balance due or even a Pay Now button. My policy was cancelled and not renewed due to non-payment, even though I couldnt have made a payment because the app said there wasnt one due! I NEED to have either my policy reinstated, or a new one written, or an adjustment to my Insurance Score so that I can get insurance elsewhere without paying $2,000 down, and $1,000 a month.
Business response
05/30/2024
Good morning,
Attached is our letter regarding Complaint #********.
Thank you,
********************
************
Customer response
05/30/2024

Complaint: 21757259

I am rejecting this response because: You didnt address my chief complaint. I ATTEMPTED to make that payment, but every time I logged into the Esurance App, it told me that there was NO PAYMENT DUE! If you can see that the emails you sent were opened, you should be able to see the number of times I logged into the app AFTER those notices were sent. This is Esurances problem because the fact that YOUR servers dont update to reflect a missed auto payment is not your customers fault. It makes me wonder how many other people your infrastructure has failed.

Sincerely,

***********************
Business response
06/04/2024
Attached is the new letter regarding Mr. Green's concerns.
If you have any questions or concerns, please reach out to us by email at **********************************
Thank you,
********************
Customer response
06/05/2024

Complaint: 21757259

I am rejecting this response because: Once again, my original complaint was not addressed. I specifically stated that the Pay Now button was not there. the main app page said that there was NO PAYMENT DUE! I loogged in on the 23rd to make my payment because i had assumed that my policy renewed on the 14th, as the renewal schedule said it would. I need to know why the app reflected that there was no payment due. I need to know why the Pay Now button was not presented. If they can see SPECIFICALLY what I did in the app, then records should reflect what I SAW in the app during those login times. I had been an Esurance customer for two years and yes, I may have been late on payments here and there but the policy NEVER lapsed. Im going to ask you to use common sense here, why would I let my policy lapse and get myself in this position unless i was provided incorrect information from the application you control?

Sincerely,

***********************
Initial Complaint
05/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was informed by Esurance that my insurance would end on 5/12/24 because they stopped offering auto insurance for Connecticut residents. I have a very old truck that needed an expensive repair so I asked Esurance to remove the truck from my policy. I didn't know at the time that continuous coverage was a requirement and their web site took me my truck off my policy about three months early illegally not caring I would get a $200 fine. They are responsible for this fine for their reckless business practices and should pay me for the fine they caused me to receive. I found another company at a much better rate but still they owe me $200 for the fine they caused me to receive illegally. Should they be penalized in court. I think they should be.
Business response
05/21/2024
To whom it may concern,
Attached is our letter to ******************.
If you have any questions or concerns, feel free to reach me at **************.
Thank you,
********************

Customer response
05/21/2024

Complaint: 21733782

I am rejecting this response because: I whole heatedly reject the somewhat ridiculous response I received from Esurance. Bringing up the issue of whether I would continue insurance with another carrier was a ridiculous issue to bring up as a response. The issue was that they knew that they stopped my insurance on my truck illegally. Working in the insurance industry every day they had to have known that in *********** that you cant just stop an insurance policy without there being repercussions . Furthermore the website they run should have refused to allow me to discontinue coverage and their web page should have refused discontinuing my policy on my truck. On their website I did make a request to remove a vehicle but ultimately it was agents of Esurance that discontinued my policy in violation of state law. As I mentioned to an agent of Esurance that emailed me that if they dont pay this penalty fee THEY caused me to incur the next step that I will take is legal action against Esurance in court as the next logical step.

Sincerely,

***************************
Business response
05/22/2024
Good afternoon,
I have attached the new letter regarding ********************** complaint.
Thank you,
********************

Customer response
05/23/2024

Complaint: 21733782

I am rejecting this response because: Another ridiculous response by Esurance, As I just stated in my last response. I made a request on their site to remove a vehicle but it was ultimately the reckless procedure on their website that caused my truck to be removed and caused me to incur a $200 fine. Customers obviously don't control what insurance companies do. I just made the request, Esirance reckless website design caused me to receive the fine.
Esurance remain at fault. I am pursuing legal action at this time let Esurance be warned.

Sincerely,

***************************
Initial Complaint
05/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In December of 2023 my car was hit by the driver of another car. The driver of the other car also hit another car. Police were dispatched and insurance information was exchanged. The driver of the other vehicle has Esurance and their insurance provider. My daughter is the driver of my car that was in the accident and has been in contact with Esurance since the accident. They still haven't fixed my car and have said they were going to fix the other car first because it was worth more money. My daughter has tried to get this issue resolved several times but nothing has been done. After 6 months we still don't have any resolution.
Business response
05/22/2024
Please see the attached response.
Initial Complaint
05/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On April 29 I was involved in a car accident that was not my fault. The car was damaged, the airbags deployed and thus my car had to be towed. The tow that appeared at the scene was from APlus Auto Collision. They towed my car to their tow yard/body shop. I then reported the accident to my insurance. Claim #*********. Esurance came out and inspected my vehicle and assumed that I wanted the repairs to be done by APlus Auto Collision. I immediately communicated to my adjudter ****************** that this is not the repair shop that I wanted. I wanted a body shop in the Better Hands network. ************* stated to me that I was free to choose the body shop of my liking. On Thursday ************* sent me the estimate and that same day I confirmed via email my desired body shop: ******* - *****- *********************************************************. I expressed to ************* that it is imperative that my car is towed asap as it is collecting unwanted storage fees. TO MY SURPRISE MY CAR IS STILL AT THE SAME LOCATION AND A CHECK HAS BEEN ISSUED TO THE INCORRECT BODY SHOP. I HAVE EMAILED ************* 4 TIMES WITHOUT A REPLY. I AM WITHOUT A CAR AND REPAIRS HAVE YET TO BE DONE. I AM OUTRAGED!!!! At a time when I need help, I am being ignored. I have communicated to ************************** (************* supervisor) but I am unable to get a hold of her as well. All I want is for my car to be repaired. Can any one please help me? I pay insurance for a reason, I do not understand why my own insurance is not taking care of me!!!!!

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