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:02/01/2024

  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.

  Hi! Due to extreme landlord negligence and major leaks in every single unit of my apartment building, on December 20 the ************************** deemed the building uninhabitable, and everyone had to vacate immediately. My living room ceiling then fell onto my floor. All of this is well documented, and I filed a claim with Lemonade a few days later. I have been paying my renters insurance on time to lemonade for about four years. This is literally what renters insurance is for. One month later, they have denied my claim on some sort of bogus technicality. If renters insurance doesnt cover a building collapse, then it is not renters insurance, and should not exist. I feel completely deceived.

  Business Response

  Date: 02/05/2024

  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 ********** Department of Insurance. Lemonade will address your concerns directly with the Department. 

  Best, 

  Team Lemonade
  
  

• Initial Complaint

  Date:02/01/2024

  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 was denied a refund of my policy even though I no longer resided in the covered area. Despite knowing I no longer lived in the covered area, the agent in charge of my policy processed my claim and then denied me a refund because my claim had been processed (even though the agent was fully aware I no longer was covered per Lemonades policy). I am asking for my policy payments to be back dated to December, a total of $80 as my policy no longer covered my pet per Lemonades own rules and it should not have been processed. I would like to clarify that I was not aware that KY was outside of Lemonades network and only found out when they canceled my policy and refused to refund me because they had already processed my claim (even though they knew I was not in network and it should not have been processed). This companys practices are unethical at best.

  Business Response

  Date: 02/15/2024

  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 customer experience team will review your concerns and follow up with you directly in the next few business days. 

  Best, 
  
  Team Lemonade 
  
  

• Initial Complaint

  Date:02/01/2024

  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.

  We had heavy leaks in our apartment dating back almost a year which resulted in thousands of dollars of damages to personal items and electronics. My property MGMT company said they would not cover, but I should file with renters insurance. I filed two separate complains with Lemonade and both were denied. There response was that water damage was not cover, yet I have ************* of my coverage highlights in which is says Water Damage. The Lemonade team did absolutely nothing to help and did not acknowledge any mistake. Completely unprofessional and just a full money grab. What is the point of paying for renters insurance if I never get any insurance for any of my stuff??!?! Contact was ***************** at Lemonade

  Business Response

  Date: 02/15/2024

  Dear ******,

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

  We understand that on January 31, your claim representative provided additional information regarding the coverage determination to you via email. If you have additional questions or concerns, or further documentation which substantiates coverage for the nature of the loss at your residence, please contact your claim representative via email ********************************* or phone *************) and they will be happy to assist further.

  Best,

  Team Lemonade

• Initial Complaint

  Date:01/31/2024

  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 have carried Lemonade Renter's Insurance for years. I thought Lemonade was an insurance company that would pay it's claims fairly, but I learned the hard way that Lemonade is just like every other sleazy insurance company looking for ways to ***** you out of the money they owe you.In late October, my neighbors trailer caught on fire and it set our house ablaze. The damages were initially diagnosed (by a Lemonade contractor) to take 2-3 months. Since I have $9k in coverage for relocation costs, Lemonade hired a separate 3rd party vendor called *************************** to place us in temporary housing while our home was restored after the fire. We stayed in that housing for 2 months, but then we were told that the damage to our home would require 9-12 months of repairs. We told *************************** that we needed to extend our stay at this temporary housing. But they told us we had to move out the day after Christmas because they had an outstanding disagreement with yet another 3rd party company who was providing our temporary housing. Just because of this weird company-to-company beef from the temporary housing providers, we were forced to move out. Neither Lemonade nor *************************** helped us find urgent housing after being kicked out because of their strange disagreement. We found new temporary housing on our own, then got in touch with Lemonade to be reimbursed from the remainder of the $9k policy limit we were owed. But Lemonade then claimed that they would not pay the rest of our $3800 owed because we had to sign a temporary lease at this new housing (that they didn't help us find after kicking us out of the temporary housing they put us in to begin with). These are hyper-predatory practices that they perpetrated on us to find a way to not pay us what they owed. We've spoken with attorneys and will have to file a lawsuit to get punitive damages assessed. But the attorney couldn't believe what they had done and said our case is strong.

  Business Response

  Date: 02/23/2024

  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
  

  
  

  Customer Answer

  Date: 03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business from this complaint, Lemonade Insurance, has not completed their stated intention from their response to my complaint. They stated in their response on February 23 that a representative would be reaching out to me directly to resolve this situation. That never happened 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/08/2024

  Dear *********, 

  We extend our deepest apologies for the delay in getting this matter resolved for you. The additional feedback is greatly appreciated for improvement going forward.

  This situation has been escalated to the appropriate parties and they will contact you directly in the next 1-2 business days.

  Best,

  Team Lemonade
  
  

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair 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 had a house fire back in September. We lived in a hotel for over 2 months. The house fire was a total loss, I did get the money for that however I'm still waiting for money from the receipts I submitted. I was told by ************ in December that as soon as the hotel bill was finalized he would call me back and see how much money I had left to claim with receipts, which would take 2 weeks. I have been calling almost every day, no one answers, or I leave a message and don't get a return phone call. Recently I was told my advocate who apparently isn't the same person that I've been dealing with was on the other line and they'd call me right back. They never called back. I just spoke to someone tonight who couldn't believe what I was going thru and laughed when I told him no one answered the phone but apologized for laughing. I still have more receipts to submit however I was told back in November to hold off till they knew how much more money was left from the hotel charges. I would like to get the remaining money back that I am due and to put this horrible incident that happened to us behind us and try to move on with our lives, however I can't because I have to constantly call and be ignored by the company. I'm not sure how much is left to claim but I do have receipts for all our spending and applications for finding a new place to live.

  Customer Answer

  Date: 02/22/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Lemonade Insurance Company has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:01/25/2024

  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.

  Bought a pet insurance policy from Lemonade to later find out one of my claims will not be processed due to the Dental Illness Add-on not being on the policy. I contacted Lemonade about this and stated that the Dental Illness Add-on never presented itself upon initial sign-up like all of the other insurance add-ons. They stated that they only show this option for pets under 3 which is why I didn't see this. When I reached out about this, they said the policy is past the 14-day window to change anything. However, I was never notified that there was an additional add-on available until I reached out about the claim itself. This practice is sneaky and unacceptable. All of the pet insurance add-ons should be displayed at the time of sign-up, no matter the age of the pet. All animals are unique and don't require the same care.

  Business Response

  Date: 01/30/2024

  Dear ****,

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

  We understand that on January 25, a member of our customer experience team has been in contact with you regarding your concerns. Our customer experience team will continue to review your concerns and follow up with you directly in the next few business days. 

  Best, 
  
  Team Lemonade
  
  

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The issue is that the Dental Illness add-on was not presented on the initial sign up page like the rest of the add-ons. All policy add ons should be visible and accessible no matter the age of the pet, or method of policy purchase. It is unacceptable and deceiving to hide add-ons from certain customers while showing it to others or only knowing about this add-on if a call was made during the initial policy purchase. 

  Since there is an option to purchase a policy online without calling, all insurance add-ons need to be visible and present. 

  
  

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

  Business Response

  Date: 04/02/2024

  Dear ****,

  We appreciate the additional feedback provided regarding your concerns. 

  As detailed by our customer support team, while we regret that this coverage cannot be provided for your current policy term, you are welcome to obtain this coverage at your policy renewal. For additional options to obtain this coverage, please refer to the January 25 and February 1 emails provided by our customer support team.

  Best, 

  Team Lemonade. 

  Customer Answer

  Date: 04/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This does not address the negligence and deceit that comes from hiding an add-on option when user's buy a policy through the website. The Dental Add on is not accessible to all Lemonade users. It is unacceptable to hide any add ons during a policy purchase since every pets health and circumstance is unique. It should be up to the pet owner to decide what type of coverage their pet needs and not up to the insurance company. This being said, if you give your customers the option to buy a policy online, all add-ons to a policy should be clearly accessible, visible and attainable. 

   

    

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:01/23/2024

  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.

  My rates went up 30% without any justification. There is no way to speak with an agent at this company about their service. They use an automated telephone system that does not allow you to transfer to a live operator. The main number that you show on the BBB profile page for their main office states they do not take calls.I have submitted 2 email requests for contact to discuss why my rates went up 30%. I have had no reply. There is no ******** message or other means to deal with them.It is my impression that since Lemonade bought this company they are treating customers very poorly. Lemonade is unable to provide assistance.

  Customer Answer

  Date: 01/23/2024

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

  I was finally able to speak with a live agent by using a website chat bot and overcoming some obstacles there.

  No further action is required.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/19/2024

  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.

  December 29, 2022, I made an insurance claim for pet damage to an apartment. My claim was approved for $500 on November 20, 2023. The handling time for this claim was 242 days with no explanation as to why it took that long. Because of the delay, I paid the charge out of pocket to my apartment. When the claim finally processed, it went straight to the apartment company, which had by that point gone out of business. I requested that the payment be voided and sent to me, as I had already paid. Every time I sent an email about this issue, I had to send at least one follow up email to receive a response. On November 20, 2023, I was told that the payment had been issued to my bank account. However, no money ever reached my account. I confirmed that the account information ********************** had was correct, and even reached out to my bank which performed an internal investigation and could not find the payment anywhere. I asked for the payment to be voided and resent to me, but Lemonade stated that they could not void the payment because it "has already been processed." They told me to have my bank call them, but that is not something my bank can do.My bank has asked that Lemonade request a Letter of Indemnity or a Trace Request, which I have asked Lemonade to perform several times with no confirmation that this has happened. I have also asked that my issue be escalated to a manager or resolution team, but I have only gotten responses from an employee named ***************The last correspondence I received from Lemonade was on December 28, 2023 stating they "are reviewing the *** payment with [their] finance team". I have emailed 4 times since then trying to follow up and received no response.At this point it has been over a year since my initial claim and I have seen no money. I have paid money out of pocket and spent hours trying to resolve this issue. I feel that Lemonade is acting in bad faith and ignoring my messages in hopes that I will give up.

  Business Response

  Date: 01/30/2024

  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:01/19/2024

  Type:Service or Repair 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.

  On Jan. 3, ****, I submitted a pet insurance claim for the blood test partial reimbursement my pet policy covered for one of my cats and received auto email response when all of my documentation was received by Lemonade. The auto email said that the claim would be reviewed and updated within 3-5 business days. After that amount of time had passed with no update to the claim on the app page regarding the claim, I phoned at least three times within a week and was transferred to voice mail each time by the *********************** representative. I also sent several inquiries by email to the help email address I was given. After another week with no response from Lemonade, I realized that I was not willing to keep paying for the pet insurance which only had value if the insurance firm fulfills it's duties in and honest and timely fashion and canceled the policies before they were set to auto-renew. That does not let Lemonade out of their responsibility to complete my claim which was submitted over a week and a half before the policy was canceled. The status on the app for the claim still shows the claim as "under review" 16 days after submission. Their behavior through lack of meaningful follow-up and communication shows they are not reliable for their customers to receive good value for the money paid them for their service and products, which is a big disappointment.

  Business Response

  Date: 01/30/2024

  Dear *******,

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

  We understand that in the duration of your claim, a new representative was assigned resulting in the delay in correspondence. We are very sorry for any inconveniences this has caused. On January 29, your claim representative informed you of the claim approval. If you have additional questions or concerns, please direct them to your claim representative via email ********************************* or phone *************) and they will be happy to assist.

  Best,

  Team Lemonade

  Customer Answer

  Date: 01/30/2024

  Better Business Bureau:
  
  

   After you let me know that you had contacted Lemonade about my complaint, they re-assigned the claim to another adjuster and resolved the matter within 10 days. While they did not acknowledge any contact from you, I think the timing itself speaks to the positive impact which BBB involvement has to prompt businesses to respond to consumer problems.

   

  Thank you very much for your positive impact on this situation.

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

• Initial Complaint

  Date:01/19/2024

  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.

  My claim was denied due to the claim adjuster stating there's inadequate information to verify my purchase. That wasn't true. I provided proof of purchase sales receipt, as well as gift receipt for all of my items and question however, my claim was still denied and I believe it's solely due to my ethnicity.

  Business Response

  Date: 01/30/2024

  Dear ******,

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

  We understand that on on January 26, a claim supervisor contacted you to review your concerns and investigate the matter further. The claim supervisor will follow up with you directly in the next few business days. 
  

  Best,

  Team Lemonade