ComplaintsforEsurance, Inc.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Esurance moved out of **********, canceled my policy, and still took out an automatic payment for ******* from my checking account.They did not forward it to Direct Auto as described in the renewal notice they sent. I've called. On 08/22/24. Spoke to ******* @ 9:30 a.m. I was assured he'd submit a correction. Today they say I have to email them a copy of my bank statement for them to investigate. I don't know how to scan, copy, and attach the statement on my computer. So, I got the bank to Fax it to them. Will this be sufficient. I need my money back to pay my mortgage coming up. I've already made my payment directly to Direct Auto, to avoid a lapse of coverage.

  Business response

  08/28/2024

  Please see the attached response and supporting documents.

  Let us know if we can be of further assistance.

  Kind Regards

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

  Esurance Compliance Consultant
  CCC-Cust Resolution Sppt-Sr ***************************** Insurance Services, Inc. 
  On behalf of Esurance Property and Casualty Insurance Company

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Like another complainant stated, I did not sign up for a policy with National General. My previous insurer, Esurance, ended their coverage in my state and, without my consent or notification, transferred my personal information to National General. When I contacted National General to request a refund and cancel the unauthorized policy, I was told a check would be mailed to my home address in ***** days. This entire experience has been extremely frustrating and feels like a bait and switch. I believe my banking information was fraudulently shared.

  Business response

  08/19/2024

  Good morning,

  Please see the attached response to this complaint and supporting documentation.

  Kind regards,

  ******************
  Esurance Compliance Consultant
  CCC-Cust Resolution Sppt-Sr ********************************* Insurance Services, Inc. 
  On behalf of Esurance Property and Casualty Insurance Company

  Customer response

  08/20/2024

   
  Complaint: 22150407
  
  I am rejecting this response because: Esurance shared my confidential banking information with their new "partner" without my consent. I did not accept the partners offer and never authorized their partner to access my bank account. In fact, I have multiple emails from Esurance and their partner stating my policy would end on 8/12 if I did NOT respond.
  
  Sincerely,
  
  ***********************

  Business response

  08/23/2024

  Good afternoon,

  Response to the claimants rejection is attached.

  Thank you,

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

  Esurance Compliance Consultant
  CCC-Cust Resolution Sppt-Sr ********************************* Insurance Services, Inc. 
  On behalf of Esurance Property and Casualty Insurance Company

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Esurance sent a few emails requesting picture of odometer reading which I did not received, they double my insurance cost which I did not notice because payments were auto payments. I finally noticed and sent in the picture of odometer reading which proves that I should be in the lower rate. Esurance stated they not will back track increase even with proof.

  Business response

  08/19/2024

  Good morning,

  Please see the above response to this complainant.

  Kind regards,

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

  Esurance Compliance Consultant
  CCC-Cust Resolution Sppt-Sr ********************************* Insurance Services, Inc. 
  On behalf of Esurance Property and Casualty Insurance Company

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a loyal customer of Esurance since 5/2014 and on July 2, 2024 I had a tragic event at my residents. A house fire has taken my life away from me and my family. I contacted Esurance on July 3, 24 to start a claim on my renters insurance. To start this off the sent me to the wrong department not just once but twice. The 3rd time transferred finally I was speaking to someone that was starting my claim. After being on the phone for almost 2 hours, right at the end she stated I need to get a hold of a college to see if I did it right. I should of know from there it was not going to be a good experience. My *** finally called me almost 5 days later but it was a claim for my car not my residents, so they 1st **** did to it wrong. Again 2 ***s later I get the *** for the renters insurance. Told her the house was unlivable per the Fire Chief and Rental company and I needed alternate living assistance. Nope, no assistance; 2 weeks later and money out of our own pockets I finally get that. They paid for 1 week of a hotel stay, but I had $3,000 allotted. Then we send her everything she asked for just to be told that we will only get 10% of the allotted policy money. With a $1,000 deductible, they were going to give me $1,500 when I lost my house. They stated it's because there system did not show me as a resident at the address. I update all my information from 2014 to present and when I need the policy, here I am with what!!! A fight, a run around, no return calls, escalation to my ***s ********** but you guessed it NOTHING. But yet since 2014 they have had all my correct information to take there monthly payment out. I sent them lease agreements, service start date email from the utilities. So because of a so called system issue, it's my fault and I have to rebuild mine and my families life after this horrifying life experience with nothing. Except with 6 words from my Insurance company "I'm sorry, I can't do that" and a run around or just being ignored.

  Business response

  08/23/2024

  Please see attached response.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was involved in an accident in September of 2023 and have been fully insured by Esurance since March 2022.The car accident resulted in a total loss of the vehicle which I was notified by Esurance in October of 2023 that the vehicle would be a total loss (car loan: $15,742.12 at the time of declaration of total loss) and their payout agreement including my gap insurance through them. Esurance did not make their first payment($7,844.62)to the lender until April of 2024 and then a second payment in May of 2024 ($1,781.86) these payments were successfully paid after having to constantly call the business by the lender and myself to get any type of communication on the claim. After these payments were made that left a balance of $6,115.62 left for Gap insurance to cover leaving my deductible behind. The lender (Saint Louis community credit union) and myself have exhausted many attempts to get communication regarding this payout but receive no information from Esurance. Upon becoming hostile on my behalf with calling the customer service line in late July. I was finally able to get ***** of appointed adjuster who said he had just opened a gap insurance claim payout July 29th to have Gap insurance covered and it would take two weeks to resolve. It is now two weeks later with no communication or resolution to an insurance claim submitted almost an entire year ago! I would like this claim closed as soon as possible as it is a hindrance on me getting another vehicle. Esurance is collecting 319 monthly from me with no resolution to my claims.

  Business response

  08/22/2024

  Please find the response attached 

  Customer response

  08/22/2024

   
  Complaint: 22148804
  
  I am rejecting this response because:

  1. On June 5th, theres no way they requested information from the lien holder bc the lien holder emailed them on June 27th requesting what info was needed for GAP insurance because they had not heard anything back from Esurance via phone even after attempts to reach out and leave voicemails.

  2. In the email from the Lein holder to Eusrance on the 27th documents were attached including the information for the warranty - which is how Esurance learned about this anyway. 
  

  3. I reached out to the adjusters supervisor on the 27th requesting a Gap claim be opened to finalize this claim and she said the lien holder would have to provide information so I gathered her info and provided to my lien holder representative the same day and my lien holder sent an email to the adjuster same day asking what was needed for the claim. 

  4. On the 28th, adjuster responded saying payment history and purchase agreement would be needed. ********** and myself assumed a GAP claim was opened due to the needed information.

  5. The lien holder responded to Esurance with the necessary information within 10 mins of receiving the adjusters request. 
  

  6. There are no reoccurring late fees considering the lien holder has provided skip a payments on the loan for me for the months June and July. All other payments had been made on time. 
  

  7. June 8th, after hearing NOTHING back from the insurance company. The lienholder reached out to the adjuster via email requesting an update on the gap claim and received no response and followed up AGAIN July 22nd acknowledging no one from Esurance has provided any clarity of the claim since 6/28z 

  8. ******** responded on 7/23 asking what are we needing to close out the gap claim although this conversation was already had and information provided 

  9. Lien holder responded requesting a callback (which adjuster did not return) and shared the lien holder did not have a gap claim for me but was inquiring about the gap coverage through the insurance company. 
  

  10. On the 23rd of July adjuster responded stating a Gap claim had never been open for me after conversations with his supervisor and him on the matter where coverage was confirmed and necessary info was provided 

  11. After the email thread on the 23rd, the lienholder and myself attempted numerous times to get in contact with the supervisor and the adjuster to clear our confusion and no response was provided or any callbacks made. Esurance have not once called and left voicemails and have no received a response back from myself or the lienholder. 
  

  12. on July 31st, I called Esurance in pure frustration and demanded to talk to someone or I wouldnt get off the phone respectfully. While on the phone with a representative, the adjuster called me for the 1st time throughout this process and notified me that he opened the gap claim Monday July 29th and a review was in place and he would get back to me with any additional information. He provided a timeline of 2 weeks for the claim to be complete. 
  

  13. After the 2 weeks, I reached out and received no communication via phone or email back from Esurance to follow up and that is when I submitted my claim! 
  

  14. after receiving the BBBs complaint I received a call from the adjuster and my lienholder received a call from the supervisor stating they are waiting on the refund of 2500 from warranty and then they could close out claim and we have yet to hear anything from the insurance company since that conversation on August 15th.

   

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

  Business response

  08/26/2024

  Please find our rebuttal response attached 

  Customer response

  08/27/2024

   
  Complaint: 22148804
  
  I am rejecting this response because:
  

  Esurance has stated that I have been advised of what the *** coverage covers and I have not been communicated with via phone or email with these specifics. Reading their letter back to the BBB is the first Ive heard any of this information. I have not stated at all about what Im willing to wait for or not wait for as again the insurer has not communicated these details to me. 
  

  Again, my main dispute is there is no communication from the insurer to myself regarding my claim. 
  

  I feel this is being dragged out to continue accepting payment from me on a monthly basis.

  How long are we going to wait to hear back from a closed business or the new owner thereof before resolving my case? 
  
  Sincerely,
  ***********************

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My family was involved in an accident. The driver who rear ended my vehicle was found at fault. Ensurance said that our repairs were too expensive and we needed to go through our own insurance. We did, and our vehicle repaired. Esurance confirmed they would reimburse me for my rental car cost. I submitted the invoice, they confirmed a check was mailed. 2 weeks later I reached out to esurance because we never received a check. They said they put a stop on the check that was mailed, and released a new check. 3 weeks later and we never received a check. The claims adjuster has stopped answering our emails and phone calls. During the claim process I have received ALL the forms and information via mail from them, so it is very suspicious that we havent received the reimbursement check.

  Business response

  08/19/2024

  Please see our attached response.

  Customer response

  08/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/27/2024, after having been a long time customer, I received my renewal for my car insurance. I contacted Esurance that day and there was nothing on my account to indicate why it was more than double my previous rate. No change in vehicle or drivers or any violations. I was told this was caused by a known issue and that my account would be submitted for a rate review and to expect the results within ***** hours. I have been following up almost every week since facing constant delays and as of this afternoon nothing has been resolved and no time frame has been given.

  Business response

  08/20/2024

  Thank you for allowing us to respond.

  I have attached the letter to **************.

  If you have any questions or concern you can reach me at ************** or email me at **********************

  Thank you,

  *****

   

   

   

  Customer response

  08/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/10/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 7-4-24 'esurance' informed us that they were not longer providing auto insurance coverage in CA, and that effective 9-6-24 our policy with them would end. They advised they had partnered with "Direct Auto Insurance' to provide information on continued coverage. On 7-23-24 esurance sent us a letter that included Direct Auto Insurance on the letterhead, it really was the Direct Auto Insurance Co's quote - w/docs to sign for coverage. Not acceptable that esurance provided our personal banking information to Direct Auto without our express written consent to do so, additionally - in the letter of 7-23-24 Direct Auto indicates that the "autopayment" agreement with esurance remains in force, and that our account will be auto-debited unless we advise them otherwise. And, advising them "otherwise" is turning out to not be very easy. (limited live phone assistance hours)One - we did not (have not, and are not going to) enter into any type of policy coverage with Direct Auto Insurance.Two - understand esurance 'sharing' our esurance policy information with "Direct Auto Insurance" in order for Direct Auto to prepare a "quote"; however - our contract (policy) is with esurance; and at no time did we agree to allow them to transfer the carrier coverage to another company - and, to pay them!. And we NEVER would allow anyone (company or person) to provide our extremely personal and confidential banking information to any company without obtaining documented written consent from us FIRST.Wow - identity theft is a hot topic - what in the world allows them to do this without prior written consent?Contacted esurance, who confirmed our current policy is in effect to 9/6/24. Advised them to cancel our policy with them immediately; were told "oh, you have to contact Direct Auto, call them at ************. No, there is no email address I can give you".Just seems it should be illegal to share bank info with another company without someone's written permission to do so first.

  Business response

  08/13/2024

  Good afternoon,

  Attached is our letter regarding file # 22123512 and any additional documents.

  If you have any questions or concerns you can reach me at **************, or email me at **********************

  Thank you,

  *****

   

  Customer response

  08/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me. 

  However, I hope that in future business dealings with their customers,  "allstate" will clearly advise that sharing 'autopay' information with affiliates includes sharing the most personal banking information; and rather than simply changing terms of existing policies in this regards, will require their customers to confirm receipt of the change, and either accept, or decline these types of changes in writing.

  I also received confirmation from "Direct Auto Insurance" (who automatically presumed we would continue coverage with them, without our signing any policy contract) that the policy they created, including set up for automatic payment,  has been cancelled.
  
  ***********************

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  06/13/2024: There was an attempt to steal my vehicle which resulted in damage to the passenger side window, steering column, and battery. At this time, my claim is still open, and I am without a vehicle. 06/17/2024: I was informed that the auto shop assessed my vehicle and sent an updated estimate to Esurance. I had to reach out to **** Sox, my claim representative for status updates on 6/24/24,7/5/24, 7/8/24, and 7/19/24. 7/8/24: ****** ******** the auto shop, received $660.12 from Esurance 7/20/24: The auto shop advised me that they had not touched my vehicle and were still waiting for approval from my appraiser, *************************. 7/22/24: ***********************************, the claim representive supervisor, who spoke to the service manager, ****, agreed to get in touch with the appraiser and have my vehicle evaluated within 2 business days. 7/24/24: ********* advised that the appraiser looked at my vehicle on 7/23 and the matter was resolved 7/26/24: I was told by the auto shop that they submitted a supplemental estimate and my repairs were not complete. 7/30/24: *************************, the apprasier stated he went to the auto shop on 7/26 and came to an agreement that the supplemental estimate was unwarranted. Since that conversation, I have not received any follow up, update, or next steps from my claim representative, appraiser, or the auto shop and I am still without a vehicle which has resulted in further additional costs for Ubers and rentals, while also inconveniencing my family members and co-workers for rides.

  Business response

  08/12/2024

  Good morning,

  I'm closing this concern, we have an open BBB concern regarding this file #  22104230.   The original concern received on 08-07-2024, that one will be worked and completed by due date of 08-16-2024.

  Thank you,

  **************  

  Business response

  08/15/2024

  O. ***************************** Attn: ******************, Dispute Resolution Re: Complaint#: ******** Company: Esurance Insurance Company of New Jersey, NAIC *****

  Dear ******************:

  Please accept this response to your letter dated August 7, 2024. The Personal Automobile Policy is underwritten by Esurance Insurance Company of New Jersey (the Company), NAIC *****. Please note that the Complainant is our Named Insured. We appreciate the opportunity to respond. On June 13, 2024, the Complainant reported a loss wherein the insured vehicle was damaged while parked and unoccupied. The Claims Representative spoke with the Complainant and obtained details of the loss. The Complainant provided vehicle photos for review.

  On June 14, 2024, the Field Claims Representative (***) inspected the photos and completed the initial estimate. Since the cost of repairs was less than the deductible, the Claims Representative advised the Complainant that no payment would be issued.

  On July 1, 2024, the Complainants shop of choice (***) submitted a supplement request for review. The *** reviewed and approved the supplement on July 8, 2024.

  On July 24, 2024, the *** went to the *** to review a discrepancy in the supplement. The parties agreed that it would remain as approved. As a result of the inquiry, the *** went to the *** and was advised that the insured vehicle was not there. The *** requested an autobody shop to complete the remaining bodywork. The *** did not inform the *** or the Complainant that the initial repair was completed and that the vehicle had been moved.

  On August 13, 2024, the *** inspected the vehicle at the autobody shop and completed the additional supplement. A check for $831.40 was issued to ****** ******** The Claims Representative spoke with the *** and was advised that the check had been issued. We appreciate the Complainant's bringing her concerns to our attention and trust that those concerns have now been addressed.

  Thank you for allowing the Company to respond. Please contact me at ************************* if I can further assist.

  ******************************* ******************** Customer Resolutions Consultant II

  Customer response

  08/20/2024

   
  Complaint: 22104230
  
  I received my vehicle yesterday, and was advised by the auto shop that Esurance refused to cover the cost to replace my car's battery. According to my service advisor, the damage to my battery was caused by the attempted theft.

  Therefore, after 67 days of waiting for my car to be returned, I had to go out of pocket to purchase a new battery.

  I am requesting now that Esurance reimburse me for the purchase since I had no issues with my battery prior to the submission of my claim.  
  
  Sincerely,
  
  ***************************

  Business response

  08/26/2024

  Attached is the Company's response.

  Customer response

  08/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good morning,I had a deer collision 6/28/24. I reported the accident immediately and have promptly provided any and all requested information and documentation. I have made several attempts by email and phone to contact my claims adjuster with no response.The last person I spoke to regarding my vehicle was the appraiser on July 8th and that was just them coming to take pictures of the damage.I have been patient because I also work in insurance and I know that workloads can be heavy but I am a single mom in a small town. This is my only vehicle. School is starting soon and this is becoming more than an inconvenience. I always like to assume positive intent but thats becoming increasingly difficult. I just need my vehicle fixed.Thank you for your help!

  Business response

  08/05/2024

  Please see the attached response. Thank you!

  Customer response

  08/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

*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. ↩