Complaints

This profile includes complaints for Lemonade Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lemonade Insurance Company

  5 Crosby St Fl 3 New York, NY 10013-3154

• 

  Lemonade Insurance Company

  85 Broad St New York, NY 10004-2434

• 

  Metromile, Inc.

  425 Market St Ste 700 San Francisco, CA 94105-5418

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:04/24/2025

  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.

  Oct 1, 2024 my duplex was broken into via the front window with a paver from the garden. im going to make Thai short as this has already robbed me of so much of my time, I literally feel as though I have been toyed with throughout these 6 months of unnecessary delays and finally a denial. This came after 2 of their very own supervisors said the case was wrapping up by weeks end, as well as statements that they had received and approved everything asked for. As time went on, these statements made by supervisors and the agent of record for my claim became forgotten memories as 6 months of relentless sending of documents, research, and seemingly endless information ended in a denial. How does this happen? Official agents and supervisors dictating they were about to issue payment by weeks end, turn into a denial?At times it even reeked of busy work while I was tackling so much more in my own life. I am disabled and was in the middle of countless doctors office visits and other regimen. During this time I was told to gather 12 months of bank statements to back up my 35 item excellent sheet, which matches exactly to the dates improvided. I am very sure they did not give one second to that document. Then they assigned a timeline that took all night to prepare. This also got no attention. I did everything they asked all for nought. This was almost the entire estate of my parents that were stolen. I feel like this company not only denied my claim, but wasted a lot of my time. They could care less about their customers, with the exception of one supervisor that was about to finalize and then suddenly was promoted, and never to be heard from again. There is something very fishy going on over there. I have never been treated worse than the claim agent I was assigned.

  Business Response

  Date: 05/02/2025

  Dear *******,

  We sincerely apologize about the frustration this situation has caused and greatly appreciate the feedback you provided. 
  
  Due to privacy concerns, we are unable to post a specific reply here for public view. A member from our claims team will review your concerns and follow up with you directly in the next few business days. 
  
  Best, 
  
  Team Lemonade 

• Initial Complaint

  Date:04/21/2025

  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 filed an insurance claim on 1/26 Today 4/21 it has still not been handled with little to no correspondence from the company.

  Business Response

  Date: 04/28/2025

  Dear ******,

  Thank you for reaching out and bringing this to our attention.
  
  We're pleased to let you know that our claims team has contacted you via email to confirm that your claim has been approved. The payment has been issued electronically and should arrive in your account within 1-3 business days.
  
  We appreciate your patience and understanding throughout this process. If you have any further questions or need additional assistance, please feel free to reach out. We're here to help.
  
  Best,

  Team Lemonade

• Initial Complaint

  Date:04/18/2025

  Type:Billing 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.

  I live at ************************************************, when I signed this lease agreement my apartment complex never told me they have their own insurance which must pay for so I enrolled work lemonade to provide the same insurance since sept 27 2024 I got to find out my my apartment was charging me and lemonade was charging me too. Dual payment for same thing. So I reach out to lemonade and told dem. That I want to cancel my insurance. And they asked why do I want to cancel and I told them my apartment complex is charging me for it and I never paid attention and now they said its a must I keep their insurance. So lemonade agreed to cancel and they refunded me $13.40. So the lady name is ****** ****** and this was the email she sent me Hi ******, Thank you so much for your patience while our team processed this. The cancellation of your policy for ***************************************************** has been backdated to September 27, 2024 . There is a total refund of $37.2 heading your way. You should see this in your account in 3-5 business days, depending on your bank's processing time. Please don't hesitate to let us know if you have any trouble receiving the refund. All the best After I receive this email and waited over 10 business days and never got the backdated refund. Anytime u reach out to lemonade they will tell Me a refund if $13 has been process and u keep telling them that was for the prorated amount after I cancel my insurance. I am expecting a BACKDATED REFUND Yet they refused Please I will be grateful if you get involve and have lemonade refund me my money Thanks

  Business Response

  Date: 04/28/2025

  Dear ******,

  Thank you for reaching out and sharing your experience. We're sorry for any inconvenience this may have caused, and we appreciate your patience while we sorted this out.
  
  Our team has been in contact with you via email to confirm that your policy has been backdated to October 4, 2024. We're pleased to inform you that an additional refund of $97.15 is on its way to you.
  
  We apologize for any confusion and appreciate your understanding. If you have any further questions or need additional assistance, please dont hesitate to get in touch. We're here to help.
  
  Best,

  Team Lemonade

  Customer Answer

  Date: 05/08/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  Date:04/16/2025

  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.

  I submitted a claim to them about my dog. I submitted medical records I sent receipts from what I paid and I gave an account of what was going on. This is everything that was asked. They keep telling me that they have not received medical records from the vet. I told them I turned over all medical record records. They claim that they cannot process my claim without the medical records from the vet. I submitted the medical records from the vet, so I am confused as to why the records I got from the vet are not good enough. So when I asked, they said *** ******** have to come from the vet and not for me. It says that nowhere nowhere anywhere that I read does it say that medical records that I went to the vet to get the half printed out? Were not good enough that they had to get the same exact medical records I submitted from the vet. This was a complete waste of money and they can quit trying to run my credit card because I have blocked them. I do not want themand I want my claim paid. I did everything I was supposed to do and my dogs illness is covered and the policy was active. This is a well-known practice done by insurance companies to delay payment and try to avoid payment. I do this for a living. I know exactly what they are trying to do to me and they just need to play this claim and quit trying to play this game.

  Business Response

  Date: 04/28/2025

  Dear *****,

  Thank you for bringing this to our attention, and we're truly sorry for any frustration you've experienced. We want to assure you that our intention is to handle your claim promptly and fairly.
  
  Our claims team is currently reviewing your case, and they will follow up with you as soon as the review is complete. Please rest assured that we are committed to resolving your claim as quickly as possible. Your satisfaction and your pet's well-being are extremely important to us. If you have any further questions or need assistance with your policy, please feel free to reach out to us directly.
  
  Thank you for your patience and understanding.

  Best,

  Team Lemonade

• Initial Complaint

  Date:04/16/2025

  Type:Product 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 canceled my policy with lemonade on time before the new policy starts and I was due a refund check of $1,950 that my mortgage company had already accidentally paid to the limited insurance. I called in February to lemonade and I was assured that since I do not have my home insurance with them, they will refund me $1,950 in check within 2 weeks. That would have been March 2025. We are in April 2025, almost close to mid-april and every time I call limited insurance their customer service agent give me a runaround and do not have clarity on where my money refund check is. My mortgage company has already paid the lemonade insurance on a policy that I do not have with them. So in essence lemonade is cheating me out of my own money by duping my mortgage company into believing that I have insurance with them. While all this time I have insurance with other company. I I really need help here because every time I'm calling since last 2 months I'm being told my refund checks are in the mail or they are not able to locate my transactions. I have proof on my mortgage company side that they have paid the money to lemonade and I have proof on lemonade side that they have received the money from my mortgage company on a insurance policy that I do not have with them.

  Business Response

  Date: 04/25/2025

  Dear ****
  
  We sincerely apologize for the frustration this situation has caused and greatly appreciate the feedback you provided.

  Our team has been in contact with you via email to inform you that the refund check has been reissued. Thank you for your patience and understanding as we work to resolve this matter. If you have any further questions or need additional assistance, please don't hesitate to reach out to us directly.
  
  Best regards,

  Team Lemonade

  
  

• Initial Complaint

  Date:04/15/2025

  Type:Sales and Advertising 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 pet insurance policy from Lemonade on 2/26/25. I have been their customer, since July of 2024, for a separate renter's insurance policy too. I took my young 3-year-old cat to a new vet clinic, Feline Health, since moving to ***, to establish care on 2/28/25. The appointment was past the 14-day waiting period for the insurance policy to activate. While there for a yearly well-visit appointment, I disclosed that my cat had started to cough. After evaluating my cat as healthy, the vet ordered an C-ray to diagnose my cat and find out if the coughing was related to a medical illness or not. He had an X-Ray on 3/5/25 and later diagnosed with asthma. That vet did not conclude, in her write up, that the cough was directly related to the cough. Rather, it was a diagnosis of exclusion as the x-ray was unremarkable. Lemonade denied by $1,000 claim citing asthma as a existing condition. However, the cough is a neutral point that has not been correlated to the asthma. There is no diagnosis of asthma or mention of any similar conditions/symptoms in my cats whole medical record that was provided to ********************** for review.This company is predatory. It took them over 1 month to review a few pages of medical history so that they could charge me for an additional month premium. I notified them that I was considering dropping their coverage, while my claim review was taking too long. I was billed on 4/7 and the denial came on 4/9. Asthma is not a pre-existing condition and was neither not directly tied to the cough nor diagnosed until after the x-ray results were reviewed in March. I am a graduate student--not getting the 80% back is destroying me financially.

  Business Response

  Date: 04/25/2025

  Dear ******,

  Thank you for reaching out and sharing your experience with us. We apologize for any frustration you encountered during the claim review process.
  
  Our intention is to ensure each claim is assessed based on the information available and in accordance with the policy terms. A member from our claims team will review your concerns and follow up with you directly in the next few business days. If there are any additional medical records or information that could assist in clarifying your cat's condition, we encourage you to submit them for further review. 
  
  Best,

  Team Lemonade

• Initial Complaint

  Date:04/11/2025

  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.

  I have been insured with this company for over 2 years. There was an incident that resulted in loss and as instructed I have filed a claim and provide all relevant details and supporting documentation. This process has been going on for about 5 weeks and I have yet to even speak to my adjuster over the phone to talk through any discrepancies or answer any of my questions. I call the customer service to speak with her and/or someone in leadership and am always told they are unavailable and to allow 24 hrs to be contacted back. Only then do I receive an email from my adjuster, still no call saying what ive provided is not sufficient , or not included when it is, further wasting my time. I am only asking to speak with someone via phone to discuss the details of my claim. This is beyond unacceptable when dealing with sensitive matters relating to insurance.

  Business Response

  Date: 04/23/2025

  Dear ****,
  
  We sincerely apologize about the frustration this situation has caused and greatly appreciate the feedback you provided. 
  
  Due to privacy concerns, we are unable to post a specific reply here for public view. However, according to our records, it was found that you have filed a complaint with the California Department of Insurance. Lemonade will address your concerns directly with the Department. 
  

  Best,

  Team Lemonade

  
  

  Customer Answer

  Date: 04/29/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:04/11/2025

  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.

  With 2 months left on my current policy - and having had a policy with Lemonade since 2021 - they've decided that my roof is too old and they are not allowing me to renew. They are saying that my roof is 19 years old and because it will be 20 years old soon, they won't be able to insure it.Expectation would be to have the year to fix the roof, not 2 months.

  Business Response

  Date: 04/18/2025

  Dear ******,
  
  We sincerely apologize about the frustration this situation has caused and greatly appreciate the feedback you provided. 
  
  Due to privacy concerns, we are unable to post a specific reply here for public view. However, according to our records, it was found that you have filed a complaint with the Connecticut Department of Insurance. Lemonade will address your concerns directly with the Department. 
  
  Best, 
  
  Team Lemonade
  

• Initial Complaint

  Date:04/10/2025

  Type:Product 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 coverage on 02/08/25. Their policy is that I can get 100% of my money back if I cancel the policy within 30 days of purchasing the policy. I made a claim and they took weeks to get back to me, when I have friends with Lemonade who get a determination within minutes. The agent kept asking for more information (which I had already provided), and then made the determination about 2 days after the 30-day window that would have allowed me to be 100% reimbursed for the policy plan. The company kept 1 month's worth of the one-year policy plan payment I made. I followed up very regularly and provided multiple copies of the same documents to the company in a timely manner. I believe they delayed their response to keep some of my money since they anticipated I'd cancel once denied coverage. I called them out for their bad faith practice in our communications but did not receive any sort of resolution or the month's payment. While one month did not cost much, it's insane how unregulated this is and how this may be happening to other people, too.

  Business Response

  Date: 04/18/2025

  Dear ****,

  Thank you for sharing your concerns with us. We apologize for the delay in processing your claim and any inconvenience it may have caused.
  
  Our policy, as outlined on page 14, allows for a full premium refund if cancellation occurs within the first 30 days and if no claims have been reported or paid. Since a claim was submitted during this period, the cancellation refund was adjusted accordingly.
  
  We understand the importance of timely claim resolutions and regret any delay you experienced. Your feedback is invaluable to us as we work to enhance our processes and customer experience.
  
  If you have any further questions or require additional assistance, please do not hesitate to contact us directly.
  
  Best regards,
  
  Team Lemonade

• Initial Complaint

  Date:04/09/2025

  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've been waiting for over 2 wks for reimbursement. Ive been sending messages asking for updates and the only answer I get is "we're processing..be patient"I took a chance on this knowing that insurance is usually a racket and it appears I will indeed be punished for my leap of faith. If they cannot even process a claim in a timely manner I don't have much hope for the rest of the process. If my experience changes,I'll be happy to adjust this review, but as of right now,this is a cautionary tale,think hard before you buy,if your instincts are telling you to avoid the situation... listen to yourself! Update: This have gone from taking too long to now my claim is denied for reasons that are not truthful. The condition I tried to claim is NOT pre-existing. I had never even heard of the condition before now and this was my pet's first vet visit ever so how can it be pre-existing? At any rate, I'm not even going to bother with this fight anymore. I'm done dealing with it. All I can do now is cancel my policy and share word everywhere I possibly can about my delightful experience. Maybe I can at least help as many people as possible to not make the same mistake I've made.

  Business Response

  Date: 04/16/2025

  Dear *****,
  
  Thank you for sharing your feedback with us. We apologize for the delay and any frustration you experienced during the claims process.

  Regarding your claim, we rely on the information provided to determine eligibility in accordance with our policy terms. We understand that this decision was disappointing and apologize for any confusion it may have caused. Your policy has been canceled, and a pro-rated refund has been automatically issued. We appreciate your feedback and take it seriously as we strive to improve our services.
  
  If you have any further questions or concerns, please feel free to contact us. Thank you for allowing us the opportunity to address your concerns.

  Best,

  Team Lemonade