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

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

• 

  Esurance Insurance Company of New Jersey

  PO Box 623 Basking Ridge, NJ 07920

• 

  Esurance

  3159 Royal Dr Ste 320 Alpharetta, GA 30022-2462

• 

  Esurance

  PO Box 20666 Tampa, FL 33622-0666

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:06/27/2022

  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.

  On June 20, 2022 at about 7:30 PM, a driver turned into my vehicle while I was sitting at a complete stop at a stop sign. I filed a claim with my insurance company, Esurance, by 8:00 PM and received a confirmation email by 8:04 PM. The confirmation email assigned me a claim number (#*********) and an adjuster to my claim with instructions that informed me that I would receive a phone call from my adjuster within one business day. After waiting a full ********************************************** I sent my first email on June 22, 2022 at 9:02 AM to the email address that had been provided in the confirmation email. Ten minutes later, I also gave the claims adjuster a phone call. It was automatically forwarded to her voicemail so I left her a message asking her to get back to me. After still not receiving any kind of communication from her, I chatted into the Esurance help service. The agent gave me a supervisor's email and contact information. I emailed her right away, but never received a response. At 1:17 PM and again at 1:21 PM I called Esurance claims office - both times, my calls were automatically forwarded to my existing claims adjuster with no option to talk to anyone else. Both times, my calls were unanswered and I left two more voicemails. At 1:30 PM, I called the supervisor, ***********************, but her voice-mailbox was full and so I was unable to contact her either. Finally, on June 22, 2022 at 4:11 PM I finally received a phone call from *********************** - two full days after the accident and after repeated attempts to contact her or anyone from Esurance. After that phone conversation, I have continued to try and contact her with additional information needed for my claim and again, I have been repeatedly unable to reach her. I have also tried to contact Esurance claims office to no avail. It has been 7 days since the accident now, and I am increasingly frustrated by how difficult it has been to get my claim taken care of.

  Business Response

  Date: 07/05/2022

  The Company has reviewed the matter pertaining to alleged delays and unreturned phone calls.  The Complainant filed a claim against her personal auto policy on June 20, 2022, after 8:00 P.M., and the file was appropriately assigned to an adjuster the following business day.  The Complainants statement of loss was secured on June 22, 2022, and the Complainant informed the Company that she wanted to pursue damages through the third-party carrier.
  
  The Companys records indicate that we spoke with the Complainant on several occasions, and email correspondence was sent on June 24, June 26, and July 1, 2022. The Company followed up with the Complainant on July 1, 2022, and confirmed with the Complainant that she wanted to pursue damages through the third-party carrier, and not under her first-party coverage.
  
  While the Company understands the Complainants frustration, it is our position that no lack of communication has occurred.  

• Initial Complaint

  Date:06/26/2022

  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.

  Date of transaction: 08/07/2021 Amount of money you paid the business: $2,012.16 What the business committed to provide you: Car Insurance - ESURANCE What the nature of the dispute is: I was involved in a car accident with an insurance holders on 8/7/21 which resulted in me having to place my vehicle in the shop for repairs. The amount of days it took to repair the vehicle exceed the allotted day covered by State Farm for car rental, which resulted in me having to pay out my pocket for remaining car rental. Whether or not the business has tried to resolve the problem: I have reached out to *********************** ************ and *********************** ************ several time throughout the year to get a resolution to my refund but has been given the run around on who owes me the money. State Farm informed me that the at fault is responsible for the refund and that they have received all monies due them. Account/order/tracking number: NYA0211644

  Business Response

  Date: 07/17/2022

  Dear BBB:
  
  Please be advised that Esurance Insurance Services, **** (Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the complaint submitted by ***************** regarding the above referenced claim.
  
  On 10/5/2021 a demand from the insurance company of ***************** was received via a shared platform for $6,103.22.  There was a note on that demand to confirm and negotiate the insureds out-of-pocket loss from this claim directly with the insured, and issue any out-of-pocket loss payment directly to our insured.
  
  On 10/7/2021 that demand was altered to include rental for $600 bringing the total demand to $6,703.22.  this demand came with a note stating Rental has been added. Address the oop amount direct with the insured. 
  
  To date there has been no copy of any out of pocket invoice and I believe there was confusion on if the added $600 was apart of the settlement issued by State Farm (adverse Carrier) and now demanded from Esurance.  On 1/31/2022 Esurance paid the full amount of the 2nd demand received for $6,703.22.
  
  I will follow up with ******************* to confirm any missing amount due to her.
  
  Thank you for allowing Esurance the opportunity to respond to this inquiry.

• Initial Complaint

  Date:06/24/2022

  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 filed a claim with Esurance on June 1st. My claim representative reached out a couple days later to have me release my car to the insurance company, which I did the next day. I have not had any follow up on the status of my claim. I have called ****************** multiple times, left multiple messages, emailed multiple times, spent an hour and a half on hold on the phone only for it to disconnect, and have a customer service representative escalate a callback request. It has now been 25 days and I have no information as to what is happening with my car, if its totaled or if it can be repairable. This has absolutely been one of the most frustrating experience of my life. I literally left a message with ****************** begging her for a call back today.

  Business Response

  Date: 07/01/2022

  Please find our response attached. 

• Initial Complaint

  Date:06/24/2022

  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 was in an accident on 05/06/2022. I immediately filed my claim the following morning, that included almost 20 pictures of the damages on my car. I also sent over the police report to my insurance agent *****************************, who has been of absolutely 0 help to me. He will not return my calls or emails, nor will his supervisor, ***********************. It been almost 2 months and I am completely in the dark about whats going on with my claim. I have no information whatsoever.

  Business Response

  Date: 06/30/2022

  Please find our response attached.

• Initial Complaint

  Date:06/24/2022

  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 was in an accident 08Apr22, not at fault, and filed a claim with Esurance that day. They were very communicative when they accepted the claim two days later, actively trying to get my car out of a tow yard because of the daily expense etc, but that was two and a half months ago. They have not responded to any of my emails or phone calls since that time. The body shop that my car is at, Service King in *********, called me saying they needed Esurance's approval of repairs and had never had an insurance company not respond to their requests, and was wondering if I could help. I told them they're not responding to me either. What's most frustrating to me is that this is a service I'm required by law to purchase, and they're absolutely not providing it. What's also frustrating is that I'm paying them ~$100 a month still to insure a car that I don't have access to because of their inaction, which feels like a conflict of interest on their part--I'd be less inclined to feel this way if I thought they were doing anything. I've been without transportation for nearly three months now. My claim number with them is TXA-*******. Thanks

  Business Response

  Date: 07/08/2022

  July 8, 2022
  
  
  Better Business Bureau, ****
  ********************************************************* 94607
  Via Electronic Response:  bbb.org
  
  
  Re:       BBB Case Number:                     17476758
              Complainant Name:                   *******************************
              Insured Name:                           *******************************
      Policy Number:                          PACO006916855
              Claim Number:                          TXA-0293066
              Date of Loss:                            04/09/2022
              Insurance Company:                 Esurance Insurance Company
  
  
  Dear ******* G:
  
  Please be advised that Esurance Insurance Services, **** (Esurance), on behalf of Esurance Insurance Company, is in receipt of the complaint regarding the above referenced claim.
  
  On 4/11/2022, Esurance spoke with ********************** in which we discussed his claim coverages and set him up for inspection at Service ********************** location. On 4/18/2022, Service ********************** confirmed the vehicle had been towed in and they were working on an estimate. On 4/20/2022, Service ********************** advised they were transferring the vehicle to Service ***************** location and we forwarded our claim assignment to the new location. On 6/07/2022, the assignment was resent to Service *****************. Further, when we spoke with ********************** on 6/30/2022, he confirmed the vehicle was at the East Platte location. On 7/01/2022, a phone call was made to the East Platte location in which the estimate and photos were requested to be submitted via the electronic assignment and the same was received same day and submitted for review. On 7/01/2022, the estimate was approved for $16,870.17 and payment was issued to Service ***************** less the $1,000.00 deductible for $15,870.17 on 7/07/2022. Further, an email was sent to ********************** confirming the same.
  
  Esurance sincerely apologizes for the delayed contact to ********************** and now considers the matter closed.
  
  Thank you for allowing Esurance the opportunity to respond to this inquiry.
  
  
  Sincerely,
  
  
  *******************
  
  *******************
  Claim Representative
  Esurance Insurance Services
  On Behalf of Esurance Insurance Company

• Initial Complaint

  Date:06/24/2022

  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 was rear-ended on May 11th and filed a claim that day (my first ever claim after being a customer for over 5 years). I submitted all paperwork and pictures that they asked for immediately. I received a call from my Claims Associate and went over all necessary info and she confirmed when she got the police report she would file my claim on my behalf against his insurance. Without getting anywhere with my Claims Associate for several weeks and her not being able to get the police report for some reason, I went and sent it to her myself on June 3rd (23 days with my vehicle still being messed up). She emailed me back on June 6th saying she received the document and would process my claim for me. I havent heard from her since. I have contacted her 4 times since then with no response. I have emailed the supervisor on this claim with no response. I emailed the main customer service help email with no response. My van is still severely dented and the trunk is messed up and difficult to open. This is a huge inconvenience and also embarrassing. One no fault claim in over 5 years of paying on time for both my home and auto insurance, and they are just completely ignoring me for some reason. Its been 44 days since the accident and no resolution. This is embarrassing that such a major company has handled such a simple in and out repair job so horribly. We will be switching insurance companies and warning everyone we know about then.

  Business Response

  Date: 07/01/2022

  Hello, attached is our response to the BBB complaint.

  Customer Answer

  Date: 07/07/2022

   
  Complaint: 17476310
  
  I am rejecting this response because:
  
  I still havent heard a thing from my claim associate or anyone from esurance. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/24/2022

  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 filed a claim on 5/20/2022 with Esurance, which I have a policy with. I have yet to receive any type of correspondence with them after emailing and leaving several voice messages with ***************** and the ***************** manager. The voice mails claim to call back within hours but no one calls back and it's been over a month. My policy is not behind and I continue to pay.

  Business Response

  Date: 06/30/2022

  The above captioned loss was reported to the Company by the Complainant on May 20,2022, and the claim was properly assigned the same day; however, appropriate and timely action was not taken in accordance with Company guidelines. 
  
  Please accept the Companys apology for any delays in the handling of the Complainants claim.  This matter has been addressed directly by management, and proper feedback has been provided.  The Complainant has been contacted, and her statement of loss has been secured.  The Company received photos of damage from the Complainant on June 29, 2022, and we are in the process of completing an estimate of record.  Please note that coverage is afforded for the loss occurring on May 15, 2022, therefore, Company is unable to honor the Complainants request for a refund of premium.
  
  Thank you for bringing this matter to our attention,and allowing the Company the opportunity to respond to this inquiry.  

• Initial Complaint

  Date:06/24/2022

  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.

  On June 11th, 2022, My car was struck by road debris on I-81. A ** State Trooper called a tow truck, Our vehicle was taken to the tow yard in **********, ** and that's where it has been for the last TWO weeks. We are in Orange County, **. It was to be towed to a *** ********** because its still under a lease. Our Esurance rep is NOT doing anything. (***********************) is playing games, saying she will make a few calls, to Dealerships in the area etc, etc. She is always saying "I have to ask my supervisor" etc, etc. Im done with them. They keep changing the allowable towing milage so the problem doesn't get resolved. We have contacted *** **********s ourselves and found one that will accept the vehicle but we don't get a callback or return email from the rep. WE are making payments on a car that we DONT HAVE. Help us get this resolved. Claim # *********

  Business Response

  Date: 06/29/2022

  Please see the attachment. Thank you.

• Initial Complaint

  Date:06/23/2022

  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 Esurance insurance and Im waiting for them to contact me on info about by car after accident with deer its been 2 weeks and have no answers

  Business Response

  Date: 06/28/2022

  Please find our response attached. 

• Initial Complaint

  Date:06/23/2022

  Type:Order 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.

  On 5/27/22 I hit a deer with my vehicle. I filed the claim on 5/28 with Esurance, the company which I have my vehicle insurance policy with. Claim number *********. I submitted pictures of the damage on Esurances app on 5/28. (I had tried to submit the claim on their website on May 27th but it wouldn't go through so I opted for downloading the app on my phone)On both their website and on the app it indicated ***** Gai was my claim rep and ***************************** was his team's ************** would be contacted within ***** hours) Both ***** and ******** email address ended with @ngic.com, which I thought was odd, (Esurance has a [email protected] email address) but it's my understanding Esurance is in the process of merging with National General Insurance.I have left many voicemail messages on ***** Gai's phone *************) and also ********************************* # *************), but her voicemail indicated she was on an extended leave and her voicemail was not being monitored. No responses.I called *************************** (#'s listed on my insurance card and website.) I've spoken to many Call Center reps at those #s, but they can't assign claims, (which is needed) so they try to transfer me to a claim ********** time I've ended up on hold, with no one picking up. The last time was for over 2 hours.I have also texted both ***** and ******** numbers, with no response.I've emailed ******************* ************************* [email protected], [email protected] many times, and no response.My vehicle has been at ************************ Center in ******** **, one of Esurances preferred shops, where I had it towed so they could do an estimate. They need to have the claim assigned to them before they can start. They also are unable to reach a claim rep at Esurance. I also got a rental car which is to be covered by my policy.This is the worst experience I've ever had with a company in my life. Contact is supposed to be made in ***** hours... It's been almost a month.

  Business Response

  Date: 06/27/2022

  Please find our response attached 

  Customer Answer

  Date: 07/01/2022

   
  Complaint: 17467524
  
  I am rejecting this response because:

  
  

  Esurance (merging with National General Insurance) has still not made any contact with ******* Collision Center to assign the work, even though I had been assured the claim had been expedited and that would be done.

  
  

  An appraisal hasn't been entered under the incident in Esurance's website either, so it doesn't appear Esurance has done an appraisal using the pics of the damage that I sent in.

  
  

  Also, I was supposed to be given an email address to send the receipt for charges on my credit card for the rental car I had used from 6/11 - 7/1, in order for Esurance to reimburse me for those charges.   I have not received the email address yet.  (Esurance did make it so the rental car I picked up on July 1st (**** start 7/2) will be billed directly to them, but it appears that's only good through July 10th and the work hasn't even been started yet.). It appears the rental car piece has been addressed, but not completely.

  
  

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