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 Customer Service Center

  PO Box 5250 Sioux Falls, SD 57117-5250

• 

  Esurance Insurance Company

  PO Box 660637 Dallas, TX 75266

• 

  Esurance Insurance Company of New Jersey

  PO Box 623 Basking Ridge, NJ 07920

• 

  Esurance, Inc.

  P. O. Box 5970 Mesa, AZ 85211

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:02/07/2024

  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.

  Claim filed 1/29 Adjuster recommended a local ***** dealer for my ***** for the nature of the work, Rodent damage ***** dealer recommended a local ***** tech that was comfortable with the repairs NGIC under Esurance sent out an estimate which was low but expected but DID not include anything regarding removing the rodent which will prevent future repairs and future damages 01/31 Adjuster verbally over the phone gave the option of check or direct wire on thursday 02/01 Tech at YRK Customers did not receive the premilnary check on 02/02 From 02/02-02/06 he called over the weekend to get paid to order parts and start the work then teardown I called 6 times, chat and left 2 voicemails in distraught and pain, My vehicle is sustaining more damages, getting destoryed as it's being stored and I have not gotten ONE SINGLE COMMUNICATION in 5 days, NO UPDATES FROM PHONE REPS OR CHAT, NO RESPONSE FROM ADJUSTER OR HER MANAGERS AFTER NUMBEROUS VOICEMAILS. HELP!!!

  Business Response

  Date: 02/15/2024

  Please find the Company's response to Complaint ID ******** attached. 

• Initial Complaint

  Date:02/06/2024

  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 stolen on 9/5/23, and I filed a claim that day. It was recovered and sent to a lot on 9/7/23. Many repair shops refused to work on ***'s, due to the uptick in *** thefts. On 9/18/23, I found one shop who would do the repairs, but they required an estimate first. Esurance refused to send an estimator to the lot. I explained that my apartments didn't allow inoperable vehicles, and that my apartments would tow if I brought it there. Esurance still refused to send an estimator, even though the lot explained estimators regularly visit the lot. The car sat at the lot for 30 days while Esurance still refused to send an estimator. My financing company was then notified by the lot, and the car was repossessed even though my payments were current. I got legal counsel involved, who sent the attached demand letter on 10/15/23. Esurance had an estimator inspect the vehicle at the second lot on 12/21/23. Esurance reached out to me on 1/9/24 saying that the vehicle was to be repaired, and they had me select a repair facility. They said I need to call and have the vehicle released. I called my financing company on 1/22 and they redirected me to the lot. The lot said they released the vehicle on 1/19/24. I sent Esurance an email on 1/22/24 relaying this. After not getting a response, I emailed again on 2/5/24. Esurance called me on 2/6/24 and said the car was now in *********** being auctioned. They said I had called and arranged to pick up my personal belongings, which I never did, as I didn't know the car was being sent to auction. They stated the car was repossessed because of nonpayment, and that this issue was not their fault. I provided proof that my payments were current at the time my vehicle was repossessed. They then sent me an email saying that my claim was being closed. They refused to give me contact information to escalate my complaint or find answers from Esurance, and suggested I reach back out to my attorney or ** ***** of Insurance.

  Business Response

  Date: 02/14/2024

  Attached please find the Company's response. 

• Initial Complaint

  Date:02/06/2024

  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.

  REPAIR NEEDED:Crack in our windsheild caused by a rock on highway... Requesting the immediate repair of our windsheild claim filed with esurance to be fixed by safelight with a $0.00 glass deductable. We are told we no longer have glass coverage, we do not have any changes in wriiting indicating that we lost our coverage, the only changes we made and have in WRITING was adding and removing a vehicle leaving everything exacly the same on our policy. We have been with esurance since 2012.

  Business Response

  Date: 02/14/2024

  Please find the company response.

• Initial Complaint

  Date:02/05/2024

  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 February 28th 2023 my wife was hit by another car entering a parking lot at a high rate of speed. I made a claim with Esurance and sent them pictures showing that the other car was clearly at fault. It was extremely difficult to get a response from our claims agent. After a month the claim agent had told us the other car still hadnt made a claim. We have received no communication since that date from the claim agent and received a letter on January 25th of ****, almost a year later, saying our insurance was being raised because they paid out on the claim. We were never contacted to tell us they had made a determination on fault and paid out a year later. I immediately called our claims agent supervisor and they have not returned my calls either about this claim. Not sure if this is illegal on their part. Currently looking for a lawyer.

  Business Response

  Date: 02/13/2024

  Please find the company response.

• Initial Complaint

  Date:01/30/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 vehicle was hit by red light runner. I filed Claim 230927973-1 w/ my insurance company, Esurance. After my 1st interview w/ my claims representative, ***************************, I was abandoned to do the rest of her job with little support. I had to get my own police report, defend myself from the opposing party's insurance, constantly chasing my claims representative ******* for attention and guidance, begging her to update and pay the body shop, etc. After some mishaps at the body shop, I simply wanted to update ******* and seek further guidance from my insurance company which was not providing the "insure" part. My email dated **** 17th went unanswered, yet another voicemail on Jan. 19th went unreturned. This is a visible pattern of client avoidance. I called Esurance on Jan. 26th to increase my services and speak to Management - under recommendation I left an email and voicemail on Jan. 26 for *****************************, ******************************* Supervisor. I was very specific that I was not getting any contact from *******, I was constantly chasing her to accomplish tasks and doing her job, not getting the correct insurance guidance and information support. I requested ******************** to please return my message, providing him my email and contact number and request that I get reassigned a new representative. It is now apparent that even *******'s Supervisor is fostering the same culture of client avoidance. I have not heard from Supervisor ***************************** for over 4 days since leaving ****************** I received a voicemail from ****************** 29th stating I got my vehicle back but it was in fact still at the body shop, which she would know if she timely communicated with me! *******'s voicemail stated they received a subrogation offer, which once again I was unaware of and not acceptable as my claim has many open end issues needing resolution. When I call **************** get placed on hard holds, unable to leave a voicemail anymore. I want a contact from a Manager and a new claims representative.

  Business Response

  Date: 02/07/2024

  Please see the attached Company response. 

  Customer Answer

  Date: 02/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is BARE MINIMUM satisfactory to me. They could have done much better in communicating with me, including Leadership returning my calls instead of avoiding me. I have to move on from this complaint as I finally have my vehicle back in operating status. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/29/2024

  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 purchased a new vehicle on 11/15/23. On the way home a passing truck threw a rock up and chipped my windshield. I reported it to insurance the following morning as well as the new vehicle information. On the 17th, I received a call and they told me the repair was covered and to go ahead with the repair at the time of the repair I was told the insurance hadn't covered it yet and had to give a cc# in case they didn't get paid. Today is 01/29/24 and after 2.5 months of them telling me I was covered and they didn't no why it wasn't being taken care of, they tell me I'm not covered and can't get a refund. In the decade or more I have been with this company I've had 2 claims and have been screwed over on both of them.

  Business Response

  Date: 01/31/2024

  Please see attached response.

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21217110
  
  I am rejecting this response because while they did tell me two days ago that the damage wasn't covered, they told me it was up until that point. They even helped me set up the repair through their portal and said it was covered. That is the only reason the repair was done when it was. They can't tell me they are paying for something and set up the charge then tell me afterwards, looks like we aren't paying for it after all. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/06/2024

  Response attached.

• Initial Complaint

  Date:01/29/2024

  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 called Esurance on 12/22/23 to cancel my auto insurance policy. I was told by ********* that I would receive a refund of $1,018.00 back to my bank account vie my debit card within 7 to 10 days. As of 1/16/24, I had received no refund and no correspondence from Esurance. I called again and spoke with *****. She wasn't sure why the refund was not issued but assured me she would but in a ticket and I would receive either my refund or a response in 10 days. As of today (1/29/24), I have received neither. I called Esurance for a 3rd time and spoke with a supervisor named ******. She stated all she can do is submit a "rushed" ticket but can see no information as to why the refund has not been issued/what the delay is. She said this could take 72 hours to be reviewed - that doesn't even guarantee a resolution, simply that they will look into it by then. This is an absolute joke. This is no small amount of money and the fact that no one knows WHY it wasn't refunded nor can they provide a faster solution is pathetic. I have been more than patient but I need MY money back. They shouldn't provide a time frame if they can't stick by it. I was depending on that refund as I have already had to pay out nearly $1000.00 for my new car insurance.

  Business Response

  Date: 01/30/2024

  We have attached our response and submitted an email to the insured.

• Initial Complaint

  Date:01/29/2024

  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.

  Esurance has been charging me a monthly premium for a ** Jetta that I traded in for another vehcile, 3 years ago. I contacted Esurance today and I spoke with ****** and she stated there was nothing she could do about it and refused to transfer me to a supervisor. NYS DMV has documentation that the plates were surrendered to the **** I have not noticed this as this is an automated payment that comes out of my account every month and I have not had to make any changes since I added in a ****** Rogue and took off the ** Jetta, as I called in to them 3 years ago to make the change. In looking through the documents the total amount I have paid to Esurance for 3 years for this vehicle is showing over $2,000.00. Now with 2 additional cars, they show a multi vehicle discount, so I am not sure what that is applicable. My yearly premium for the ** Jetta was over $800.00

  Business Response

  Date: 01/30/2024

  If you have any questions or concerns please call me at **************.

  Thank you,

  *****

• Initial Complaint

  Date:01/29/2024

  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 December 18, 2023 I filed a claim with National General because my car was stolen, I pay $220.00 monthly for Comprehensive insurance and it covers car theft and my claims person was ***** and I was told by ***** that if my car was not recovered in ********************************************************** two pages of the affidavit that they asked for but a week later I was told that I only sent in one page and I resent the doc and then after that I was told that someone elses name came up under my car and that supposedly held up my claim but I know thats not true because Im the only owner of the car after that I called to inquire about my case and I also sent emails but I was never contacted and then my case was transferred over to ************************* who has done nothing but stall and not return my calls or emails accept when she called me to tell me that she needed me to send a copy of my affidavit and to tell me to drop off my title with the lot number and during that call she told me that my funds would be released after after the title was dropped off I have been getting nothing but excuse after excuse and now ************************* is not taking my calls and ignoring me and its unacceptable to me, my life has been turned upside down since my car was stolen and I have to spent over $100 a week to get to and from work because I have transportation I would just like to know how long are they trying to drag this on to keep from paying me. They even still taking my money out of the bank for a car that I no longer even have Claim #********* .

  Business Response

  Date: 01/29/2024

  This was sent to esurance, after reviewing it is a National General Complaint.

  Thank you,

  *****

  ************

• Initial Complaint

  Date:01/24/2024

  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 December 16, 2023 I was in a car accident in *********, **. Upon arrival, the police officer called a tow truck immediately because my car was undrivable. The claim was reported to Esurance immediately and I received a letter from them in the mail acknowledging my claim, dated December 18. After the Christmas holiday, I called the adjuster assigned to my claim, *********************, on December 26, January 3 (****), January 6, January 7, and January 9. On January 10, ****, I finally heard back from **************** who told me the car was deemed a total loss and that I would hear from Esurance's Total Loss and ********************* within a few days to finalize everything. Since January 10, I haven't heard from anyone at Esurance. **************** has not returned the voicemails I've left her (Jan. 16, 18, and 23) and my two chats with Customer Service via the Esurance app have been fruitless. The company that holds my car loan, Bridgecrest, has also not been contacted by Esurance--which is policy--leaving my account open and now susceptible to repossession, which will affect my credit score, despite me informing Bridgecrest the car was deemed "a total loss" on Jan. 16 and Jan. 24. Bridgecrest's ********************* is now trying to contact Esurance's ********************* on my behalf but is also not getting through to anyone.Esurance has since removed my totaled vehicle from the active policy but has not responded to any of my calls or provided further information regarding a settlement amount or when I will be reimbursed for paying my insurance in full through January, which I feel is extremely negligent considering it's been over a month since the initial accident. I would like to file a formal complaint against Esurance, and have them not only finish the job, but reimburse me for my insurance as their customer service chat said they would, as well as provide settlement amounts pertaining to what's due on my car as well as the emotional and financial bind they've left me in.

  Customer Answer

  Date: 02/01/2024

  Im not sure if youre specifically assigned to my complaint against Esurance, but I have additional details I would like added. 
   
  After my claim was forwarded to the ********************* on January 25, I didnt receive a call back from the assigned adjuster until today, February 1.  
   
  The agent sent my formal, power of attorney documents to a former, incorrect address despite me providing an updated address to the initial claims adjuster (*********************) last year.  
   
  I also reached out to Esurances customer service regarding the refund for the policy (the $175.50) on my totaled vehicle, which they said would be back-dated and I would receive in a few days, and I still havent received it. It has been over a week since that request.  
   
  I would like to seek additional, personal compensation from Esurance for the mental and emotional toll this entire process has caused due to their negligence (the initial loss was December 16, 2023 and I didnt receive a response from anyone or information regarding my Total Loss until February 1, ****) as well as for the wages I lost in not being able to make deliveries for my boss due to lack of vehicle.  
   
  Please confirm youve received this. 
   
  Thank you! 
   
  ************************; 
  

  
  

  Business Response

  Date: 02/02/2024

  Please see the attached response. Thank you! 

  Customer Answer

  Date: 02/03/2024

   
  Complaint: 21193389
  
  I am rejecting this response because the settlement number presented by Esurance was incorrect. The original claims adjuster, *********************, told me I did not have gap coverage on my policy (which resulted in the $9,024 settlement amount presented to me). I did not accept the $9,024 amount because after I finally heard back from ******************* at the ********************* on February 1, she called me again after it was found that I do, in fact, have gap coverage on my policy--which would bring the settlement amount to over $11,000, per ************, leaving a remaining balance of about $1,600. The documents Esurance mailed to me do *not* reflect this amount, therefore Esurance is further delaying the process due to their agents' inaccuracies. I will not be signing any documents until the correct number is reflected on the legal documents. ************ also said she was going to talk to Bridgecrest about waiving or reducing that final amount due, and I haven't heard from her since. 

  Additionally, Esurance told me I'd be getting a refund to my CHECKING ACCOUNT for the ********** after it was backdated and removed from the insurance policy--not a policy credit, per it's customer service representatives **************, and **** (who I had three separate chats with via the Esurance app). I prefer this money to be sent to my connected bank account, not credited toward the remaining balance on the policy. 

  Furthermore, there has been absolutely zero consideration for the mental and emotional toll Esurance's negligence has caused me in the nearly two months since the initial loss. As I stated before, I lost wages due to not being able to make deliveries for my boss and, since Bridgecrest (my leinholder) told me I should report Esurance to the BBB because of how long this entire process has taken, which also resulted in deliquency marks on my credit report, I would like to be compensated for my time and effort--since I essentially did my adjusters' jobs for them. 

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

  Business Response

  Date: 02/09/2024

  Please see the attached response. Thank you! 

  Customer Answer

  Date: 02/11/2024

   
  Complaint: 21193389
  
  I am rejecting this response because the original customer service representative I chatted with, *****, said the monthly payment for the LANCER (still active on the policy) once the totaled vehicle was removed would be $93. Why is it now almost double for one car when we were paying nearly as much to have TWO insured on the policy? The refund to my account, which was also promised by ***** from the beginning, should not affect this. This is unacceptable. 
  

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