We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/01/2022

      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 on June 8th. My insurance company is Esurance. They had 8 weeks to settle my case. I just found out it was just now that it went to "totaled" and have made over 30 calls to get this settled. Every time I call they're away from their desk or on the phone. And I still never get anything from them. This case should have been settled within the first 4 weeks. I'm going on 8 weeks. My complaint seems to be swept under the rug, so to speak. I've made all my payments on time or early. And I still haven't been paid. I call *************************, the person I was told to call, and even after 30 calls haven't heard anything from Esurance. Nothing but voice mail. I've always paid on time I expect this to be handled on time.

      Business Response

      Date: 08/09/2022

      Please see our attached response.  

    • Initial Complaint

      Date:08/01/2022

      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.
      Bought a vehicle 5/13/2022 and insured it with esurance full coverage. Got into a collision with a deer on 6/20/2022 causing broken radiator. Car was towed from accident by collision company and claim was filed with esurance complete with police report and collision company information. Esurance has not followed through with claim, contacted myself or collision company, and the insurance adjuster has not returned calls inquiring about my claim.

      Business Response

      Date: 08/08/2022

      Attached is the BBB response for File Number 17652060-Sage.

    • Initial Complaint

      Date:08/01/2022

      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.
      Hello, my name is *************************. My vehicle has been sitting in the same spot since June 24th and nothing has been worked on. This is due to the insurance company, Esurance (*********), not providing any information to the repair shop. Weeks had passed when Id decided to call *****************, where my vehicle has been sitting since the accident, when they informed me they didnt even know who the vehicle belonged to until they looked in the glove box and found my information. Every time I reach someone at the insurance company, Im redirected to a voicemail and asked to leave a message. Ive left MANY voicemails... They claim there are no adjusters in the area and say there isnt much else they can do. Im now out of a vehicle to be able to get to work and back. Im beginning to feel like Im running out of options and am becoming very frustrated, as I feel something should be done, considering how much I pay for the insurance each month. Any help would be greatly appreciated because I feel as if Im paying for a useless insurance company at this point in time.

      Business Response

      Date: 08/09/2022

      Please find attached the Company's response to ID# ********.  Thank you.

    • Initial Complaint

      Date:08/01/2022

      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.
      Claim filed 5/30/2022. I have called Esurance over 100 times and have received 1 phone call back. Approximately 3 weeks after a claim was filed we were notified by the towing company that the car was going to be picked up before a phone call from Esurance. Luckily we were able to get our things. After several complaints and phone calls we did receive one inbound call from them assuring us that the claim would be settled and to stop auto payments on the vehicle. They did not contact the lender, and havent called us back. As far as we are concerned they stole the vehicle and have made no attempt to pay the claim. The lending company is questioning why we cancelled the eft payments. My fianc has been without a vehicle and has not been able to work for 6 weeks. This company is the bottom of the barrel and absolutely terrible to deal with. We just want to settle the claim.

      Business Response

      Date: 08/09/2022

      Please see the attachment. Thank you.

    • Initial Complaint

      Date:08/01/2022

      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 had car accident on July 13/2022 I call insurance too file a claim then same day they come and look at my car too give me a estimate. Then they call me again I was talk with ******** From that day till today . I call Esurance few times then call ******* then call the supervisor of ******* he told me that shes no longer working. But hes responding me too my email. He say someone will call u shortly. Nah its all not good no one call no response. They give estimate but they dont want too pay . I told the on the first beginning after the deductible what ever is it the amount just cut check and sent too me so I can take anywhere I want my car . No response. So I have too spend my own money too buy all the supplies for my car . Because I cant drive my car in this condition. Because if the police stops me for head light not working will give me a ticket right so whos be responsible for that then.so I spend my own money to buy supplies $450 then I have too take to some shop so they can fix it , Esurance did not pay me anything any ***** but u guys charging evry single month for full coverage insurance. I need help please BBB I trust u from all my heart.thank you

      Business Response

      Date: 08/09/2022

      Please see the attached response for complaint ********. Please let me know if I may be of additional assistance, please let me know. Thank you.

    • Initial Complaint

      Date:07/31/2022

      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.
      On 5/14/22 my daughter and I were involved in a two-car auto accident. The other vehicle was owned by *********************************** and driven by Micah ****************************** The owner of the vehicle carried Esurance policy #PANC008732482. The police report # is 20220514091201/02. In that report both the driver of the other car and I stated that our lights were green. My daughter and I both saw a green light and were proceeding through the intersection when the second vehicle pulled out directly in front of us, totaling our vehicle and necessitating subsequent medical care for both of us. There was a traffic camera at the intersection, so that footage should clearly show who was in the right. I have not seen that footage. About four days after the accident I received a phone message from a representative of Esurance asking to hear my side of the story. I returned this call three times and was sent directly to a voicemail each time, leaving messages. Receiving no response I began calling the switchboard number at Esurance. I have called multiple times (more than twenty), and have been sent to different voicemails each time. I am told by operators that my claim # is ********* and that the people handling my case are ********************************* and ***********************. but I have only been able to reach their voicemails and nobody from Esurance has returned my calls or come out to assess the damage to my vehicle, I have medical bills which I have had to pay for, and I expect some communication and compensation from Esurance. If they even were to call me to say they have viewed the traffic cam footage and their driver was not at fault - any reasonable kind of communication would be appreciated. Thank you for your time.

      Business Response

      Date: 08/04/2022

      Please find response attached. 

      Customer Answer

      Date: 08/09/2022

       
      Complaint: 17648822

      I am rejecting this response because:
      On May 14, 2022 a vehicle insured by Esurance ran a red light and caused a collision which totaled my vehicle. At the scene of the accident I was given the insurance company name and policy for the other vehicle. I waited about a week to hear from Esurance, then began trying to call them. Their phone system is confusing to navigate at best, and if you are lucky enough to reach an operator, they can only connect you to voicemails, even though they try their very best to connect you to a live representative.
      In addition to the call placed by me, *****************************, to Esurance on July 25, 2022, I have placed thirty-seven other calls to date. Some reached voicemail boxes that were full and would not accept messages. Some reached voicemail boxes of people no longer employed by Esurance. A few reached voicemail boxes of representatives I was assured were still employed by Esurance. In each of these voicemail boxes I left detailed messages with my name, callback number, claim number, as well as other information I thought might be helpful. I can only conclude that these representatives chose not to return my calls. Most of the calls reached one of Esurance's operators/receptionists who were very polite, professional, and caring, and who confirmed that my many messages and calls were noted in the system. 
      I did receive the two voicemails mentioned in Esurance's response, and IMMEDIATELY called back, following the call-back instructions exactly. Since the most recent call from Esurance I have attempted seven more times to reach their representative, or anyone at all who would speak to me concerning assessing the condition of my totaled vehicle. I have left three new messages on voicemails, and hung ** in disgust the remaining times. 
      I am a reasonable person. I want to speak in person to someone from Esurance concerning their liability from the May 14 accident. I would appreciate a reasonable settlement amount for my totaled vehicle.  If they show me the traffic camera footage showing that I was somehow in the wrong on May 14, then I will accept that. 
      I have never had such a frustrating experience trying to reach an insurance company. It is completely ridiculous and unacceptable.

      Sincerely,

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

      Business Response

      Date: 08/10/2022

      Please find our additional response attached. 

      Customer Answer

      Date: 08/10/2022

      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.  While the business practices demonstrated between May 14,22 and present are atrocious and unprofessional, the company did finally contact me, and that was the basis for my complaint.

      Sincerely,

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

    • Initial Complaint

      Date:07/29/2022

      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 am trying to resolve an auto claim. My vehicle was hit by their client on April 29, 2022. I received an estimate of damages for $1154.93 on 6/8/2022 from Esurance, a National General Insurance company, ******* **. Since then I have tried to contact adjuster ************************* and have not been successful. They do not respond to emails or calls about my claim.

      Business Response

      Date: 08/04/2022

      Good afternoon,

       

      Attached is our Company response to case 17643069 for your review.

       

      Thanks,

       

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

    • Initial Complaint

      Date:07/29/2022

      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.
      Was in an automobile accident on the 22nd of June. Have called Esurance every single day and have received voicemail after voicemail. They have ********** taking my monthly payment but refuse to help with my claim in any way shape or form. Ive been waiting weeks to get my car in and fixed and no one is calling me back with any information. I cannot even open passenger side doors to the vehicle. Extremely unprofessional of a business to not contact their customers back.

      Business Response

      Date: 08/04/2022

      Please find our response attached 

    • Initial Complaint

      Date:07/29/2022

      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 involved in an accident on July 12 where the other driver was cited. I filed a claim against his insurance company, Esurance, where upon review - accepted liability. Communication with Esurance is nearly nonexistent. I am still waiting to hear from someone in their total loss department for the next steps, including an offer letter. Every phone number goes straight to voicemail, and no one responds to any emails; I truly just want to put this all behind me. Timeline of events:7/12 - accident 7/13 - filed claim against Esurance 7/14 - *********************** (adjuster) called and said claim was under investigation (I emailed police report, pictures, etc)7/15 - *********************** called and stated Esurance as accepted liability and set up a rental car at Enterprise.7/22 - Spoke to **** (actually answered this time) and he let me know my car was a total loss. I asked him to extend the rental. (Not done properly)That's the last time I spoke or heard from anyone at Esurance. It's been a week since I was told about the total loss. I cannot believe it's ok not to communicate with victims of accidents. Can you please help? I need a working number, a good email, something to get them to communicate.********************* ************

      Business Response

      Date: 08/05/2022

      Please see the attachment. Thank you.

      Customer Answer

      Date: 08/05/2022

       
      Complaint: 17641617

      I am rejecting this response because: 

      While all their dates of communication are correct. The ONLY call Esurance initiated was the call on Friday, July 15th. EVERY other call has been me trying to find someone to talk with regarding my claim. Furthermore, I found every single time I called an "adjuster" their phone went directly to voicemail - I believe it's Esurance's practice to make their adjusters hard to reach on purpose. 

      If I haven't been tenacious, I am confident NO ONE would have contacted me. 

      On July 22, ***********************, informed me my car was a total loss and someone would reach out to me 2-3 days. (That would have been July 27). By admission in the letter, I only talked to ******* on August (by me initiating the call), where I then received an offer. 11 Days! I also had to turn in the rental early because the Esurance didn't extend the rental and I didn't want to be held liable. So, that inconvenienced my household to have one vehicle.

      Lastly, when given the low-ball offer, I promptly emailed ******* back with supporting evidence to raise the replacement offer to reflect the used car market and still haven't heard anything back (3days).  I also asked to see how Esurance came up with the valuation (per my right). 

      It's simple: Do the right thing, communicate in a timely manner, and quit hiding behind voicemails. I am asking for an offer of $8,500 to $9,500, plus reimbursement of the sales tax of the new vehicle. 

      Sincerely,

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


      Business Response

      Date: 08/12/2022

      Please see the attachment. Thank you.

    • Initial Complaint

      Date:07/28/2022

      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.
      Someone hit my car which wasnt my fault I filed a claim with my insurance company and they wouldnt repair my car they sent me a payment for a estimate they did from a few pictures they asked me to send I was basically told by the adjuster that it wasnt anything I could do but accept they payment the sent

      Business Response

      Date: 08/05/2022

      Please see the Company's attached response.

      Sincerely,

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

    Esurance, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.