Business Profile

Insurance Agency

Lemonade Insurance Company

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Agency.

Complaints

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

Customer Complaints Summary

568 total complaints in the last 3 years.
243 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.

Initial Complaint
Date:01/12/2024
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 requested information about a potential claim for damage to my car, but upon speaking with the a customer service rep ********************** I was informed that the cost of damages would not exceed my deductible amount and I would have to pay out of pocket for the expenses in full. I asked if there was any reason or merit to filing/submitting the claim and was advised no - I was told that it may or may not raise my premium. I told ******* I did not want to proceed with filing the claim. ******* stated I needed to email and put it in writing that I was requesting to withdraw the claim. Months later, while pursuing a quote for a new car insurance company, I learned that this claim shows on a third party agency report. I contacted Lemonade, stating I made the required request to withdraw this claim and they (*****) simply told me that the withdrawal of a claim request was simply a note in their system that no payments were made on this claim. He stated that because we "filed" a claim via the app - which we understood to be a request to open a case; and not an ************** - this claim is permanently on our records. Summary: we requested to open a case to inquire about a possible claim and decided to withdraw it and the claim now exists on our history, despite not pursuing the claim with the insurance company.
Business Response
Date: 01/18/2024
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

Customer Answer
Date: 02/01/2024
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 company had not reached out to rectify; nor has anything changed regarding the claims that are listed on my history. None of the policy or infomred consent issues have been addressed or remedied.

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

Sincerely,

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

Customer Answer
Date: 05/16/2024
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:

Business did not reach out

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

Sincerely,

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

Business Response
Date: 05/31/2024
Dear *******,
Thank you for following up on this matter. We apologize again for the delayed resolution.
A member of our customer support team will be contacting you directly to address your concerns further and with providing documentation to assist in getting this matter resolved within the next week.
Best,
Team Lemonade
Initial Complaint
Date:01/12/2024
Type:Delivery 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 received an email from this company at 3AM this morning wishing me a happy birthday with a photo of numerous people holding a sign with my name on it.I have never been a customer of this **********************. This **********************'s behavior is unethical and intrusive.How did they get my email address and my birthdate?Further I responded to them as such and told them to cease and desist. They've responded with some BS about keeping my data for 6 years.I have never had communication with this "business" until 3AM this morning when I was awakened with their intrusive email.I have contacted the ** office and consumer protection and AARP legal. No company should be in the position of ripping off emails and birthdates then having the **** to email at 3AM.their employee responded it was an "inconvenience."This is not a mere inconvenience. It is intrusive and very very concerning business practice.
Business Response
Date: 01/18/2024
Dear ****************,
We sincerely apologize about the frustration this situation has caused and greatly appreciate the feedback you provided.
According to our records, a Lemonade quote was produced on your behalf by one of ********** partners, Goosehead Insurance Agency. The discrepancy regarding receiving Lemonade's marketing emails has since been addressed. Going forward, you will no longer receive correspondence from Lemonade that references your date of birth.
If you have questions or concerns regarding the quote that was created, we ask that you please direct those inquiries to Goosehead Insurance Agency to assist further.
Best,
Team Lemonade
Customer Answer
Date: 01/22/2024
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:

[Your Answer Here]
I have not authorized Lemonade Insurance to have or store any of my personal information. Please do not sell my information, and do not contact me again for any reason at any time.

I will contact Goosehead Insurance regarding this issue. However I did not give them authorization for you to have or utilize my personal information.

This is intrusive and outrageous.

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

Sincerely,

*******************
Initial Complaint
Date:01/12/2024
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.
January 7th i filed my claim #**********.Lemonade has been completely unprofessional and fails to communicate with their customer being myself. They straight up ignore my emails and messages and try to make excuses not to fulfill their end of providing the service you are paying for from them. Im very disappointed and dissatisfied with their service.The washing machine IN MY APARTMENT suddenly overflowing with water in fill cycle resulting in water damage to the apartment being , damages to the laminared wood flooring for which we had 6 power fans on for over 24 hours but still the laminated flooring is damaged, i did try to recover by drying and fan, where my lemonade renters insurance policy is to cover the costs minus deductable. and Lemonade is not returning my calls or emails and no correspondence what so ever, no agent will get back to me,they can come anytime to bring an adjuster not even that is offered. Now they avoid my calls and emails. What a joke. I pay them for homeowners insurance for what? An estimate i recieved from a contractor on January ******* to do the repair is i want the claim processed with my contractors estimate done on 01/11/2024 . the cost is $3200 minus my deductable.i am a senior citezen and my wife and i can not afford to pay out for the damages which is why we got the insurance.*******************************
Business Response
Date: 01/18/2024
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: 01/26/2024
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:

[Your Answer Here]
A member from their claims team called me on 01/18/2024 and said they will review my claim and follow up with me directly by phone the next day or day after, well as expected i did NOT receive any response and with my additional effort again to leave multiple messages at agents extension( they never answer).
It has been now over a week and as usual no response , the response they provided that they will follow up with me and resolve the issue is a total lie as this company has no real office or means to get a response. I tell anyone reading this to be very careful as this is an app company and not a real company, they will take the consumers money and not provide what you pay premiums for. stay away and go to a real insurance company who has real people and a real office somewhere with real people. as my first initial complaint it stands true and this only reiterates my complaint. stay away from Lemonade .

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

Sincerely,

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

Business Response
Date: 08/18/2024
Dear ******,
We extend our apologies again for the poor experience you have had thus far, however, it has been found that the determination for this loss was appropriate. If you believe the claim was unfairly denied, you may contact the claim representative directly by email at ******************************* and a member of our claims team can review your concerns further.
Best,
Team Lemonade
Customer Answer
Date: 08/28/2024
Better Business Bureau:
have I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been because:

[this is my initial complaint in step 1 and it shows very well why , you do not listen , your response is in very poor taste in now saying that it was denied with just reason, this is the first you are saying it was denied and the big problem with Lemonade is you do not listen , you took so long to respond to my claim and all the stress i had to endure for corresponding and not hearing any response on your part, i want any lawyer out there to contact me and i will be a witness in any joint case you have with Lemonade on their unfair and unlawful l practices in processing a claim . Here is my original complaint which is true and now you START restoring to lies ,,, A member from their claims team called me on 01/18/2024 and said they will review my claim and follow up with me directly by phone the next day or day after, well as expected i did NOT receive any response and with my additional effort again to leave multiple messages at agents extension( they never answer).
It has been now over a week and as usual no response , the response they provided that they will follow up with me and resolve the issue is a total lie as this company has no real office or means to get a response. I tell anyone reading this to be very careful as this is an app company and not a real company, they will take the consumers money and not provide what you pay premiums for. stay away and go to a real insurance company who has real people and a real office somewhere with real people. as my first initial complaint it stands true and this only reiterates my complaint. stay away from Lemonade . ]

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

Sincerely,

*******************************
Initial Complaint
Date:01/12/2024
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.
This company is terrible. I have been waiting almost two months for a resolution to my claim. I was robbed back in November. And I still have no update. I have sent this company everything I had that they needed for this claim and not recieved no update and when I called today to speak to a manager I was denied that and was told I have a new adjuster. Why wasnt anybody going to notify me about this. I feel like Im paying for a lousy insurance that doesnt even keep my property safe. I am going to cancel this policy very soon. I am in ********** where its an epidemic of car robberies every **** day even when u think your items are safe when traveling. I was robbed why am I still not getting a **** update. Its either Im gunna get my property replaced or not. This is dragging and they are still charging me monthly. This company is disgusting
Business Response
Date: 01/18/2024
Dear ***,
We sincerely apologize about the frustration this situation has caused and greatly appreciate the feedback you provided.
We understand that on January 11, your claim representative emailed you and advised that the recent documentation sent in was in review and the claim was working towards completion. If you have any questions or concerns while this is handled, please direct them to your claim representative for further assistance.
Best,
Team Lemonade

Customer Answer
Date: 01/19/2024
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:

Does it take a month to look
at my documents the documents were sent 12/9/23 and I stilll havent received no real update

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

Sincerely,

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

Business Response
Date: 01/30/2024
Dear ***,
We extend our apologies again for the poor experience you have had thus far. The additional feedback is greatly appreciated for improvement going forward.
We understand that as of January 26, your claim representative has been in contact with you regarding the completion of the claim. Due to the inventory being claimed, additional time is required to finalize the process. 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
Initial Complaint
Date:01/05/2024
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.
File a renter claim on my policy 12/12/23 with claim # **********. Since then i haven't been really talked to by my assigned advisor. Was told she is out of the office or not available all the time. I now have requested to talk to a supervisor twice now once on the 12/28/23 and 01/02/24 and no one will call me back. I have sent emails with no response. With is a claim for mold and leaking roof damage and a lot of my property got damaged because of this leaking roof. I want this claim settled for I can replace my items that are damaged. So many photos have been sent in about all the damage and the items that where/are damaged.
Business Response
Date: 01/05/2024
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. 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: 01/09/2024
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:

[Your Answer Here]
Still waiting for claim to be finished have heard from agent but still being reviewed

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

Sincerely,

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

Customer Answer
Date: 01/12/2024
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.

Sincerely,

**************************************
Initial Complaint
Date:12/29/2023
Type:Delivery 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 filed a claim with lemonade insurance for a burglary. Ive received ZERO communication that I havent initiated and its always short and uninformative. There are DELIBERATE delays placed on claims and they are paid after Months! Yet my premium is collected on time. You cant call and speak to anyone and are always given the runaround
Business Response
Date: 01/05/2024
Dear *******,
We sincerely apologize about the frustration this situation has caused and greatly appreciate the feedback you provided.
We understand that on January 2, a payment was issued for your claim and your claim representative has been in contact with you as of January 5. If you have additional questions or concerns, please contact your claim representative via email ********************************* or by phone *************) and they will be happy to assist further.
Best,
Team Lemonade
Initial Complaint
Date:12/15/2023
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.
My husband and I had our rental home invaded and burglarized by somebody on September 5, 2023. We have a police report that was provided to our Lemonade, **** for our renters insurance policy along with our contents list with over nineteen thousand in damages listed. Our policy covered up to seventy-five thousand in damages. We were assigned an adjuster by the name of ************, and her supervisor is ***********************. Whom we last heard from on November 28, 2023, via phone and email stating he was going to see what he can do regarding the rest of our payment. I attempted to contact **************** at his extension today ****************************, and I did send him an email as well. **************** extension has been changed, and he has not returned any phone calls nor emails. The company took weeks to partially pay the claim. After, I voiced my concern on a recorded line about not receiving full payment based on so many negative reviews on the Better Business Bureau and various social media platforms, and we were informed by a representative that was not going to happen to us, and it did. **** and ***** both have barely communicated and would not return phone calls. First, **** told us that she could not begin working on the claim until she received a copy of the police report. A week or two later she stated that she was finishing up calculations for our claim to pay us. Afterwards, I reached out to **** again because another week went by, and she acted like she didn't have the full police report that she had requested yet unless I had a hardcopy of it. I had to drive over three hours back to *********, ** to obtain a copy of the full police report in order to give **** a copy of it. We had moved out of the home the same weekend that the incident occurred. They had requested receipts for items, and we have supplied the company with everything that was requested from us. We received a partial pay out. The representatives have acted like they will pay the rest of the amount.
Business Response
Date: 01/04/2024
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:12/12/2023
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 had filed a complaint a couple months back about Metromile raised my rated and I complained then the canceled me, it took months for them to reinstate my policy and they made me backpay for the months I was not covered by them, it seems they are mad at me and vengeful, NOW, they raise my rates again and this amount is not acceptable, in Nov my base rate was $21.90, in Dec (this month it was $22.63 next month they want $32.24 with the per mile rate also going up from 4 cents to 5.3 cents per mile. I was grandfathered into the lower rate because I been a customer for many years, my base rate started at $21,00 with 3 cents per mile.. so a $10 per is not acceptable or good business, plus I hardly ever drive, some months I don't drive at all, so to increase my rates is insulting and is clearly vengeance for my last BBB report. I never had problems before July 28, 2022, that is when Lemonade bought metromile. my Policy #*********
Business Response
Date: 12/14/2023
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 Metromile
Customer Answer
Date: 12/20/2023
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:

There is no reason for metromile to hide, a $10 base rate hike is unacceptable. my account plan first started at $19 base rate and 3 cents a mile, just fix my bill back to $21 base rate please

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

Sincerely,

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

Business Response
Date: 01/18/2024
Dear ********,
We extend our apologies again for the poor experience you have had thus far. The additional feedback is greatly appreciated for improvement going forward.
After review, it was determined that the premium increase was due to a statewide rate change. While we regret that this change may have been unexpected, it was not in response to prior complaints.
If you have additional questions or concerns about this matter, please contact our customer service team by phone at ************, Monday through Friday 7am to 5pm PT, or by email at ******************************************.
Best,
Team Metromile
Initial Complaint
Date:12/11/2023
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 bought renters insurance through lemonade back in May. In Aug most of my belongings were either thrown away or damaged after a bad relationship ended and I filed a claim in Aug and here it is December and nothing has been done, I haven't heard anything from lemonade after multiple attempts to get in touch with them. I am being told the person working on my case is out of town. It's been 5 months and I want a resolution.
Business Response
Date: 01/03/2024
********,

We sincerely apologize about the frustration this situation has caused.

We understand that a claim representative reached out to you providing next steps to proceed with your claim review on December 27 via email.
If you have additional questions about this matter, please contact our claims or customer support team via email at ******************************* or phone at ************ and they will be happy to assist further.
Best,
Team Lemonade
Initial Complaint
Date:12/06/2023
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 a homeowner's policy for our townhome for 3 years. In Aug 2023 we had a hurricane in ************ **. Our townhome had water damage to ceilings in kitchen and dining room which came in through the balcony above due to a crack which the adjuster discovered. After putting in a claim Lemonade agent told us we needed a gaping hole to be covered , then the supervisor told us we only had condo insurance not homeowners and that is why we are not covered.He stated it was an underwriting problem , nothing they can do. The fix is 11k and Im footing the bill for something they deserve to be handling. Plz help me , *** called and written to them each month without solutions.
Business Response
Date: 12/14/2023
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: 12/26/2023
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:

[Your Answer Here]
Lemonade has not contacted me as they have said . ******* our agent did not respond to our consent on the interior damage as the insurance adjuster denoted . We are still wondering how an underwriter would give a townhome a condo policy and blame it on us?

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

Sincerely,

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

Business Response
Date: 01/05/2024
Dear *****,
We extend our apologies again for the poor experience you have had thus far. The additional feedback is greatly appreciated for improvement going forward.
We understand that your claim representative has been in contact with you regarding your concerns as of January 2nd. If you have additional questions, please direct them to your claim representative. For general coverage inquiries, you may contact our customer experience team via email ********************************* or phone *************) and they will be happy to assist further.
Best,
Team Lemonade

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Lemonade Insurance Company is NOT a BBB Accredited Business.