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Business Profile

Auto Insurance

Esurance, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Insurance.

Important 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

     

Complaints

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

Find a Location

Esurance, Inc. has 15 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 1,153 total complaints in the last 3 years.
    • 81 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/08/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 hit by another vehicle on 11/10/2022. Since, I have had constant difficulty contacting my insurance to resolve the demand and settlement. Although the other party was at fault, their insurance has been very helpful and responsive and also unable to obtain any response from my insurance. They are simply waiting for my insurance provider to send over the demand for my out of pocket expenses so the other company can reimburse me. I have been unable to reach anyone for over 3 months despite a phone call and email sent once a week as well as the other partys insurance provider also reaching out for the demand. I dont know how to move forward at this point. If I call, I am transferred to my assigned agent or their supervisor. It always goes to voicemail no matter the day or time of day. I always leave a voicemail with the claim number and return contact information. I need help to make contact.

      Business Response

      Date: 05/17/2023

      Please see the attached response.

    • Initial Complaint

      Date:05/08/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      After being hit by a Esurance insured party, my vehicle went to shop for repair on April 20. Esurance wrote the estimate for a ridiculous 2 day repair time frame. They extended an additonal 4 days ( weekend included here) knowing it was going to be in the shop longer. As of today (5/8), it is still in the shop waiting for a backordered part of the safety system. The vehicle is dismantled and cannot be driven without the safety system. Esurance refuses to cover a rental car for me to get around for work, dr ***** etc. until I have my vehicle back. This was the fault of their policy holder. Police report was filed. So far 2 weeks without transportation due to their policy holder damaging my vehicle. If I miss work or a critical dr ************ an attorney will be next step. All I want is a rental car until my car is repaired. Just absolutely horrible service from the adjuster, her manager and an additional manager stating they won't pay due to shop delays. It is not a shop delay. It is a backordered safety mechanism.

      Business Response

      Date: 05/11/2023

      Please find our response attached. 

      Customer Answer

      Date: 05/14/2023

      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

      Date:05/08/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 had multiple problem with Esurance or national general. They are not good at exposing the process and what I need to do and what dates and time they are supposed to be handling their work. The first adjuster ***** was not transparent and did not tell me all the info I needed, as I shown in the mail I sent his manager and his manager admitted he was wrong. Then I was sent over to a total loss adjuster who was just as bad. Didnt not contact for almost a week . Last time we spoke I accepted the offer and signed all ppw I was asked to. She told me that she sent s request over to my bank arrest and it could take 10 days to get info back and then pay me. Never got s call from her but I did get s call from Esurance telling me they would stop paying for my rental on may7th 2023. I wonder how and why *************** my adjuster did not tell me that when we spoke. If they are ending my rental I should be paid. They dont think so and now ***** decided to take the day off bc she could not handle someone holding her accountable for her poor work. I am sick of this company and their employees .

      Business Response

      Date: 05/16/2023

      Please see the attached Company response. 

      Customer Answer

      Date: 05/20/2023

      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. Yes I finally got paid. The business is missing the point if the complaint it is about customer service and being transparent. Also the communication was poor with the 2 claims adjuster I was assigned and the manner ********************* did a poor job of responding to my complain and actually taking me serious. So yes you guys paid which is what I pay monthly for the company to do. They did not do me any favors just made this month and a half a lot harder than it had to be with misinformation and nonchalant attitude the the top on down. I hope you improve the customer service experience there. 

      Sincerely,

      Kavausea *********

    • Initial Complaint

      Date:05/08/2023

      Type:Product Issues
      Status:
      Resolved
      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 homeowner's policy includes an annual 5% back claim free bonus that is issued after ********* renews. ********* renewed on 1/28/23 and Esurance has never issued the bonus check. The check should be issued within 30 days of the renewal date based on my policy history. Esurance representatives have told me there was a software change and they do not know when they will be able to issue the check.

      Business Response

      Date: 05/23/2023

       

       

      May 23, 2023

      Better Business Bureau, ****
      ******************************************************************; 94607


      RE:File Number:20031070
      Policy Number:HPSD010089542
      Customer Name:*********; ****
      Insurance Company:Esurance Property and Casualty Insurance Company


      Dear ******************

      Please be advised that Esurance Insurance Services, **** (Esurance), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer complaint submitted by ***************** regarding a private passenger automobile insurance policy.

      In his complaint ************ is demanding a refund 5% Back Bonus. 

      Esurance did research ************** concerns and on May 16, 2023, Esurance issued a refund to the insured in the amount $30.03 on check number 426329.

      Thank you for allowing Esurance the opportunity to respond to the concerns.


      Sincerely,

      *************************
      Business Process Consultant Analyst
      Esurance Insurance Services, ****
      On behalf of Esurance  Insurance Company 

      Customer Answer

      Date: 05/23/2023

      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

      Date:05/04/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been getting no where with my insurance claim. first the claims adjuster altered my claim falsely, then prolonged the process, on April 26th they gave me a valuation for payout but it was for the wrong truck and will not respond to emails or calls other than to tell me that they have (2) business days to reply and ignoring the information needed.

      Business Response

      Date: 05/09/2023

      Please see our attached response.

      Thanks

    • Initial Complaint

      Date:05/04/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Good morning, I bought my car in February of 2021 a black 2022 ****** Camry hybrid. I was in a car accident on April 17,2023 it was a hit and run with my three small kids in the car with me unfortunately. I have insurance with Esurance I made a police report and Esurance changed my policy without my permission I was not told nor aware of this action. So they now refuse to pay for me car to be fixed in anyway after paying almost 600$ in insurance for over a year. Never been in an accident always made my payments, the adjuster I was supposed to be working with hung up on me 3 times and when I filed a complaint she called my phone and rudely told me thats why I didnt have insurance no more and will not be having a car, laughed and hung up on me again. I need my car fixed and if not I will like money to pay my car out. It is leased and I need this fixed ASAP please I am a single mother of three small children 6,3, and 9 months please call me at 929,535,2540

      Business Response

      Date: 05/12/2023

      The Company's response is attached.

    • Initial Complaint

      Date:05/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 27, 2023 I was leaving work (VA Medical Center *********** ** ) when I was at a stop sign waiting to turn right off Valley **********. Due to high traffic volume I couldnt make a right turn so I was at a stop sign waiting till I could proceed to turn right. As I was sitting at the stop sign a vehicle that is registered through Esurance rear ended me as he came down Valley *********** towards the stop sign which he never stopped at and rear ended me on the drivers side rear. The man who is registered under Esurance tried to make a left turn onto highway 315 and rear ended me because he was too impatient to wait. Ive been calling Esurance for 3 months due to the fact of them not responding to my insurance company Travelers with any return phone calls nor emails. Today I spoke with someone from esurance claims and they stated the adjuster wont take liability due to a lane change , which you cant lane change cause theyre only ONE lane . Also Ive submitted video and police report that states and video which shows the whole accident provided by my job police offices from video on premises as well as police report stating Esurance driver is at fault. Esurance lied and said that I was switching lanes which again there is no lane to switch in . Please help me .

      Business Response

      Date: 05/09/2023

      Please see the attached. 

    • Initial Complaint

      Date:05/01/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 INVOLVED IN A AUTO ACCIDENT 03/2023. I HAVE BEEN WITH ESURANCE FOR 15 YEARS PLUS. I PURCHASED MY JEEP BACK ** 2020 WITH THE SAME AUTO COVERAGE LEAVING MY NISSIAN MURANO AND BEING ADDED TO MY JEEP. THE ONLY THINGS CHANGED WAS THE VEHICLE IVE KEPT MY COVERAGE THE SAME. IVE BEEN FIGHTING TO GE A RENTAL CAR SINCE 04/24/2023. I WAS TOLD THAT THE ISSUES WERE A ESURANCE REP SWITCHED THE RENTAL COVERAGE AND IT WAS A $20 LIMIT ON MY JEEP AND 20 LIMIT ON MY BUICK.

      Business Response

      Date: 05/04/2023

      Please find the Company's response attached.

    • Initial Complaint

      Date:04/30/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 had water damage due to the storms we had here in ********** and made my claim took my car to a repair shop and have been waiting for an update from *************************** my claim adjuster. *** left several messages and have not gotten a response. I have contacted the repair shop and the repair is going to be ****** and are waiting for the green light from the insurance company to perform the repairs or what the outcome will be. Im beyond frustrated Ive been without a car going in 3 weeks now and am beyond frustrated on the lack of concern on the claim adjusters part.

      Business Response

      Date: 05/05/2023

      Please see the Company's response attached as requested. Thanks! 

      Customer Answer

      Date: 05/10/2023

       
      Complaint: 20000470

      I am rejecting this response because: I spoke to ***** and I was told last Wednesday after emailing them several times that my car was deemed a total loss and would be contacted within 3-5 days by a total loss specialist in next steps. I have yet to be contacted and havent had a car from 4-13-23 and today is 5/10/2023. The response I got from the claims department is they are understaffed and that isnt a consumers fault we pay our monthly payments to get our issues resolved. 

      Sincerely,

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

      Business Response

      Date: 05/12/2023

      Please see the Company's follow-up response attached as requested. Thanks! 

      Customer Answer

      Date: 05/15/2023

       
      Complaint: 20000470

      I am rejecting this response because:
      It was quoted that u would be in contact with a total loss specialist within 3-5 days it took 9 days to be told someone was barely assigned then the following day the assignment person said they were barely getting a value if my car and if I wanted to expedite it go to the auto body and sign over the release which I did immediately. Again Ive been without a car for over 2 months. It should not take this long to get a claim processed. They need to stick to the timeline they provide to customers. 
      Sincerely,

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

    • Initial Complaint

      Date:04/29/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 had a car accident on February 25th, 2023 where a car ran the red light and hit my car. I immediately filed a claim that same day. I initially received contact on February 27th, ************************************************************************************************ by the end of the week. From that day I have called at least ***** times trying to speak or get a hold of someone from the adjusters department. Everytime I call the call center tells me I have another adjuster and to leave a voicemail because someone will get back to me. The only time about a month ago my adjuster called me back was because I filed a complaint where the call center sent a priority email. Since then I have not been able to reach them. I have called every single number I have found, left voicemails, sent a few emails to different contacts from the company hoping someone will answer the phone or call back / respond. It has been 2 months and last I heard no one has even contacted the other partys insurance company to let them know they ran a red light and hit someones car. Its absolutely ridiculous and unacceptable at this point not having any contact with anyone from the company two months after the accident.

      Business Response

      Date: 05/04/2023

      Please find the Company's response attached.

      Customer Answer

      Date: 05/08/2023

       
      Complaint: 19998463

      I am rejecting this response because:

      attached to this email is the first response from my adjuster letting me know that they had indeed filed a claim with the other partys insurance company. As you can see it was May 4th not March. I only received a call from her after I filed the complaint with BBB. She even admitted over the phone she never contacted me to update me on filling the claim with the other insurance company. She stated that she had tried the reach out to the other company but did not receive a response and at this point (May 4th) it was my responsibility to reach out to the other persons insurance to see if they would accept liability for the accident. The response from the company is a false statement. A blatant lie about contacting me and saying that I accepted responsibility to contact the other company. 


      Sincerely,

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

      Business Response

      Date: 05/10/2023

      Please find the Company's response attached.

      Customer Answer

      Date: 05/11/2023

       
      Complaint: 19998463

      I am rejecting this response because:

      this is another false statement as a response to my previous rejection. The adjuster told me that they contacted the other company and filed a claim but have not received a response accepting liability. She stated that she was not continuing to call the other company to confirm they will pay for the damages. She stated it was now my responsibility to contact the other company if I wanted to have the other company give ** a response. I was not given the option of her continuing to contact the other company for accepting liability. It is not my job to contact another company to see if they will accept responsibility, that is why I pay for an insurance company. It is their responsibility to handle the claim and fight for their client not toss them aside. 


      Sincerely,

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

    Esurance, Inc. is NOT a BBB Accredited Business.

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