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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

    • 1,165 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/28/2022

      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.
      Filed a claim to repair my car. The adjuster that was assigned always going to voicemail where she is on vacation on August and we are now in October. I found out she was no longer with the company. The second adjuster that took over also goes to voicemail and then later I found she also no longer with the company. Then a third adjuster took over then each time I call also goes to voicemail. I have left several voicemails, sent emails to different adjusters, and representative who always pass me to adjusters that they themselves are not able to contact and always say that someone will call me back. One representative said that he sent my contact information to an entire different team in my area so I should get a call back, guess what, no call back from an adjuster or his manager. It has been 3 weeks. The representative says that only ******* and **** can help me, no-one else can, which is ridiculous because these two does not call me back or respond. Because of my case keep passing on to someone else, my estimates shows errors and I cannot even correct them because nobody is calling me back for this. I want ******* and **** to call me back right now, correct the estimate and send me the check with the correct amount.

      Business Response

      Date: 11/04/2022

      Please see the attached response for complaint ********. Thank you!

    • Initial Complaint

      Date:10/28/2022

      Type:Product 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.
      My car was in a flood on August 14, 2022. It is now the end of October, and my insurance company will not return my phone calls about payment to the finance company. They were supposed to mail me papers at the beginning of October to get notarized, never sent and will not return my emails or phone calls!

      Business Response

      Date: 11/03/2022

      Attached is the BBB Response for complaint ID number ********.

    • Initial Complaint

      Date:10/28/2022

      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 in a car accident on 8/29/22, I had my car towed to my repair shop that I had chosen. I called and reported my claim on 8/29/22 to Esurance. On 9/2/22 an appraiser came to ****** Collision (my repair shop) to do an estimate of damages on behalf of Esurance. The estimate was for *******. ****** Collision then got my car into their bay and was able to raise it up to look under it to properly inspect the damage and found quite a bit more and it would cost a lot more than the original estimate. Since 9/5/22 ****** and I have been trying to reach my adjuster. I have reached out to the main number for Esurance and been given the supervisors number for my adjuster and still unable to reach anyone. I reached back out to Esurance and was given that supervisors, supervisors number and still have been unable to reach anyone. Every time I reach out to Esurance they tell me they are putting in an escalated ticket and someone will be reaching back out to me that day, but I hear nothing. I have been without a car for 2 months. I need my car fixed!

      Business Response

      Date: 11/04/2022

      Please find our response attached.

    • Initial Complaint

      Date:10/27/2022

      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 in a car accident on 9/11/2022 filled a report a few days later online. I've called multiple days and times and I always get a person's voicemail. The answering center says to press 0 on the voicemail to be transferred to someone on their team only to be transferred to another voicemail. I called on 10/25/2022 and was informed by ****** in claims reporting that she was sending a notification to the management team to have the claim reassigned, still no contact. I've left a message with *********************, *************************, ***********************, ***************************, and *************************** and no contact at all. I really need a rental car and need them to fix the vehicle that the premium has been paid on. Claim number *********

      Business Response

      Date: 11/03/2022

      Please find the Company's response attached. 

    • Initial Complaint

      Date:10/27/2022

      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.
      This is the second time I have filed a complaint with the BBB against Esurance. I was in a car accident where my car got totaled on May 23rd 2022. I filed my claim on May 24th with esurance. I have been given the run around ever since. It is now October 27th, **************************************************************************************************************** my possession in 5 months. I was finally contacted by total loss where my adjustor is ********************************* after I filed my first complaint with the BBB. I was told she would call me back that afternoon with my settlement and that was 4 weeks ago. I. have called her multiple times and also called her supervisor ******************************* to no avail. My claim number is #*********. I really just want to get this settled, I have been very patient but I am beginning to get frustrated. I am filing this complaint to get this resolved before I have to take other actions. Please reach out to me and let's finally get this settled so I can move on.

      Business Response

      Date: 10/28/2022

      This complaint is a duplicate complaint to file number 18042959. A response was already provided on that complaint. If there is further questions/concerns, please submit them through the original complaint 18042959. 

    • Initial Complaint

      Date:10/26/2022

      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.
      In an accident on 9/30. Filed a claim on 10/1. Only heard from the adjuster 1 time. Have called and left several messages with adjuster. Filed a new claim on 10/20 in the hopes of getting somewhere. Still nothing. I have called and e-mailed multiple times. When I call, it gives me no option, i guess due to my phone # but to talk to adjuster assigned to claim, but that person never answers. I always get VM. We need to get the truck fixed and I have no clue what else I can do. The claim #'s are ********* filed 10/1/2022 and ********* filed 10/20/2022. I need help in getting someone to process the claim and send the details to the collission center so we can get the truck fixed. It was the other driver's fault, but their insurance is contesting it, so at this point i just want to file a claim with our insurance and they go after the other insurance. Please help!!

      Business Response

      Date: 11/04/2022

      Please find the Company's response attached.

    • Initial Complaint

      Date:10/26/2022

      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.
      On august 28th 2022 I was hit by a drunk driver. I submitted an online claim. Over the next couple of days I tried getting in contact with my adjuster ************************* and everytime I called it sent me straight to their voicemail it would ring a couple of times and then go to voicemail. After that I asked to speak to a supervisor and was transferred to *************************** who called me back later and told me she would request the police report to get the drunk drivers insurance information and it would take no more than two weeks. After not hearing back from her and trying multiple times to get in contact with her and my adjuster with no response I paid for the police report myself and contacted the drivers insurance myself. I have since then handled the situation by myself. I tried to contact another supervisor to talk to them about it (***************************) and left him a voicemail almost two weeks ago with no call back. The staff has been rude and condescending, cutting me off while I'm talking and laughing at me when I ask for their name so I can keep track of who I'm talking to. They tell me they can't help me with anything but can only put a note in for ******* to call me and even transferred me to a different insurance company after telling me they would get me in touch with customer service and laughing at me. I was told last week a message would be sent out that would go above ***** and still no help , call back or responses. I don't know another way of getting a hold of somebody to resolve the issue other than contacting BBB. I have been respectful and patient and have given more than enough time for them to fix the situation themselves. I feel this is unprofessional and I should not be paying them and doing their job ontop of all the other vehicle issues I'm going though after getting hit by a drunk driver and getting my vehicle totaled and now not having a vehicle.

      Business Response

      Date: 11/04/2022

      Please find our response to the concern attached.

    • Initial Complaint

      Date:10/26/2022

      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 have my car insurance through Esurance. I filed a claim after I hit a deer. I have been paying for full coverage insurance. An adjuster was assigned to my claim, the appraiser went and looked at my vehicle at the body shop. The adjuster never got back with me or the body shop to start the repairs on my non drivable car. The company will not respond to any calls or voicemails left. I've also send emails and the adjuster and her supervisor will not get back in contact with me. I can't even get into my account information on my Esurance app. I think I was scammed. Something doesn't add up. I just want my money back for all the months I paid for full coverage insurance, since now they are refusing to help me. Thank you!

      Business Response

      Date: 11/03/2022

      Please find the Company's response attached.

    • Initial Complaint

      Date:10/26/2022

      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 in an accident 41 days ago. I filed a claim within one hour of the accident. 30 days, and hundreds of calls to them I finally reached my adjuster. This was our first contact. Today I called to check on the progress of the repair only to find out that the insurance company had shorted the collision center $600. When I called the estimator to resolve this issue he told me it was Bull Sh** and that they were just trying to get more money out of them. So here we are at 41 days since my accident with no resolution and no way to contact my adjuster.

      Business Response

      Date: 11/03/2022

      Please find the Company's response attached. 

    • Initial Complaint

      Date:10/26/2022

      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.
      Well we have not had insurance with this company because we pay for full coverage and never got the benefits of it this company actually stole money from me I have no insurance from this company and yet my bank card was charged no I have been on hold and counting for over 30 minutes and they can't seem to find a manager or anything I currently have a ***** on the phone and I mean nothing is getting done she just keeps putting me on hold and leaving me there to tell me over and over that they don't got a manager available last I thought every company has managers I guess not this on

      Business Response

      Date: 11/14/2022

      November 1, 2022


      Better Business Bureau, ****
      ********************************************************* 94607
      Via Electronic Response:  bbb.org


      BBB Case Number:                   18318253
      Complainant Name:                  *******************************
      Insured Name:                         Unknown
      Policy Number:                         Unknown
      Insurance Company:                 Esurance Insurance Company


      Dear BBB:

      Please be advised that Esurance Insurance Services, **** (Esurance), on behalf of Esurance Insurance Company, is in receipt of the complaint regarding the complainants bank card being used as possible fraud for an Esurance policy.

      Esurance is unable to locate a policy with the information provided in the complaint.

      Esurance can be reached:
      by email at [email protected]
      or
      by phone at  **************

      Thank you for allowing Esurance the opportunity to respond to this inquiry.

    Esurance, Inc. is NOT a BBB Accredited Business.

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