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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

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Lemonade Insurance Company has 3 locations, listed below.

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    Customer Complaints Summary

    • 571 total complaints in the last 3 years.
    • 245 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/10/2023

      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.
      Nov 1, 2023 I call Lemonade insurance because of a fire/smoke damages to my apartment. I have been a client since 2020, payments of $12.00 a month. On October 31, 2023 my neighbor had a fire in which it did damage to mines and two other apartments in our building. My kids and I had to evacuate to a hotel. It smoke damage to the beds, some of the clothes wasnt save able, and smoke damage to the sofas. My policy states that they will pay for lose of use, damage to my property, and put me ** in a hotel. I have been trying to get in touch with the agent they appointed me to. My case just keep saying in review, but they have not get no more information from me, besides what I gave at the time of the incident. My claim number is **********.

      Business Response

      Date: 11/16/2023

      Dear ********

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

      We understand that today, November 16, your assigned claim representative contacted you via email and advised that she is actively working your claim. 

      If you have additional questions about this matter, please contact our claim support team via email at ******************************* or phone at ************ and they will be happy to assist further. 

      Best,

      Team Lemonade

      Customer Answer

      Date: 11/28/2023

      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:11/06/2023

      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.
      Lemonade has been completely unprofessional and fails to communicate with their customers. They straight up ignore the customers 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 at this point because they admitted to damage that was caused to my home by a hailstorm but do not want to cover it all because they claimed that they needed a second opinion from second contractor of their choosing to test a damaged AC unit. They said I had the right to use a licensed contractor of my own and when I did, what a surprise! Sorry ************ we cant cover it. Now they avoid my calls and emails. What a joke. I pay them for homeowners insurance for what?

      Business Response

      Date: 11/07/2023

      Dear *******,

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

      We understand that your claim representative contacted you November 6 regarding this coverage decision. A claim supervisor will review your concerns and follow up with you directly in the next few business days. 

      Best,

      Team Lemonade 

      Customer Answer

      Date: 11/12/2023

      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]

       

      As of this time my complaint has not been resolved. Someone finally reached out to me however they were not able to do anything but schedule a callback yet again. I do not understand why it takes so long to try and provide a resolution. No resolution has even been attempted by the company. Very disappointed.

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 12/14/2023

      Dear *******,

      Thank you for following up on this matter.

      We understand that on December 7, an additional payment was made for your claim and you were informed of this decision as well. If you have additional questions or concerns, please direct them to your claim representative by email at ******************************* or by phone at ************** and they will assist further.

      Best,

      Team Lemonade.

      Customer Answer

      Date: 12/14/2023

      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:11/03/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On September 1 2023 I had a fire at my apartment, shortly after I filled a claim with lemonade and thought everything was going to work out great. The claims advocate ***** was responsive and kind so I was not worried about it. I obviously just lost everything but felt I was in great hands. Well after going back and fourth this claim rep had turned to being unresponsive and just started simply dropping the ball. Long story short I had to pay the cleaning company over 20k for their services. I have never been reimbursed for that and I still have not received the few items that were not damaged in the fire. So now I am going to have to pay another 7k to the companys that cleaned the items that were not severely damaged by the fire to get my cloths back. I have no winter clothes nor does my wife or my two kids all because lemonade has put us through h*** Lemonade has dropped the ball over and over and I would NEVER recommend them to anyone. Absolutely the worsts insurance company out there 100 percent

      Business Response

      Date: 11/07/2023

      Dear ******,

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

      We understand that payment for your claim was issued November 6. If you have additional questions or concerns regarding your claim, please contact your claim representative via email ********************************* or phone *************) and they will be happy to assist further. 

      Best, 

      Team Lemonade


    • Initial Complaint

      Date:11/01/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       Case #*********. There guy hit my car 3 weeks ago & they are avoiding me & aaa. He won't respond to anything. His company cannot get ahold of this guy. No response to them. My claim adjuster from metromile has ignored all my emails. No response from this company. I'm paying rental outta pocket. I need to be reimbursed when this is over. They will not contact me. Shady company

      Business Response

      Date: 11/14/2023

      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 Metromile

    • Initial Complaint

      Date:10/27/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been trying to resolve a claim for the last 2 weeks with no avail. *****D began handling my claim, but closed the claim due to insufficient evidence that she failed to gather. She sent me a copy of my policy for reference. I now have supporting documentation to prove the validity of my claim, a supervisor (Kit F.) reviewed the claim and is now adding clauses that don't appear in the original claim. The claim remains unresolved because I now cannot get in touch with ************ or Kit F via email or phone.

      Business Response

      Date: 11/03/2023

      Dear **********,

      We sincerely apologize about the frustration this situation has caused and sincerely 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: 11/07/2023

      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]

      My complaint has not been addressed. Kit is non responsive and takes 2 weeks to respond to communications  

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 11/16/2023

      Dear **********,

      We sincerely apologize about the frustration this situation has caused and we appreciate your feedback.

      We understand that on November 3, a claim support representative emailed you and inquired if you received her previous phone calls and emails. You stated that you received them, and the claim support representative advised that if you had further questions, she'd be happy to assist. 

      If you have additional questions about this matter, please contact our claim support team via email at ******************************* or phone at ************ and they will be happy to assist further. 

      Best,
      Team Lemonade

      Customer Answer

      Date: 12/04/2023

      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]

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:10/24/2023

      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 personal property insurance with lemonade. My apartment was burglarized and I filed a claim. They nitpicked at my claim for approx $4,000 and claimed that some of the items that I had insured should be covered under my auto insurance even though my auto was not burglarized. My payout was approximately $1,700 even though I had coverage and my total property loss was $4,000 plus

      Business Response

      Date: 10/27/2023

      Dear ***,

      We sincerely apologize about the frustration this situation has caused and sincerely 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:10/23/2023

      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.
      We saw a advertisment for lemonade claiming a instant payout after signup so we signed up and took our sick dog to the vet. This morning after filing a claim somebody from the company starts lying to us about our sign up time. (We have proof through banks and logs she lied) and told us since sign up was done after the vet visit (which it wasnt.) So not only did they falsely advertise their product they bold faced lied to us when we are staring at the proof shes lying to us. I just want what was advertised to us is all. I really don't care for this company or the way they lie to/treat new customers.

      Business Response

      Date: 11/07/2023

      Dear *******,

      We sincerely apologize about the frustration this situation has caused and greatly appreciate the feedback you provided. With newly purchased Pet coverage, a waiting period is applied prior to claim eligibility. The applicable waiting periods are detailed below:

      2 days for accidents
      14 days for illnesses
      6 months for cruciate ligament events

      We understand that your policy was purchased with an effective date of October 22, 2023. As a result, illness claims become eligible after 14 days of the policy being in force. I extend my apologies for the inconvenience regarding these timeframes. If you have additional questions or concerns, please contact our customer support team via email ********************************* or phone *************) and they will be happy to assist you. 

      Best,

      Team Lemonade

    • Initial Complaint

      Date:10/23/2023

      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.
      Lemonade lists a service that Lemonade does not provide. They retain and/or attract clients by listing this service. Details: Once a client signs up for renter's insurance, it is made clear only by email from support by Lemonade that Lemonade cannot add a landlord as an Additional Insured. However, Lemonade won't update their own webpage to reflect this. Here is their webpage language & link: Item 4: If they request to be added as an Additional Insured, well charge a small rate increase. Simply email us ********************************* their name, and well send you an updated copy of your policy that you can forward to them.Link: ******************************************************************************************************************************************************************************************************************************************************** Here is what support will email you if you follow their instructions to add an additional insured party:"Thank you for your response! I understand your property manager requires to be listed as an Additional Insured. While we truly are not able to add this designation to your policy I'm here to provide you with some clarity on this matter. Our policy limitations are in place to ensure that our coverage remains tailored to the needs of individuals residing directly at the insured address. The Additional Insured Manager/Lessors listing would essentially give your property manager liability coverage under your policy. This is something that we simply do not offer. "

      Customer Answer

      Date: 10/25/2023

      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:10/19/2023

      Type:Billing 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.
      We have been trying for 3 months to get a pre-approval for surgery for our dog. We have sent the information they have asked for three times now yet they continue to ask for the same information over and over we fell we are getting the run around. We pay our premium faithfully.

      Business Response

      Date: 10/24/2023

      Dear *******,

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

      Due to privacy concerns, we are unable to post a specific reply here for public view. A supervisor will review your concerns and follow up with you directly in the next few business days. 

      Best, 

      Team Lemonade 

    • Initial Complaint

      Date:10/19/2023

      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.
      There was a fire at our apartments 3 weeks ago on. September 26th. I have been trying to work with my insurance. I have called 20 times now. I never get a response or a call back. I have also sent numerous emails. I dont know what else to do. I lost all my stuff and it was through no fault of my own. My insurance adjuster told me one time that they were still waiting on the estimate from the restoration company. I spoke with the restoration company who says it was sent on October 2nd. I just want this to be over. I attached screenshots of times I called. Those were mostly last week. Just today I have called 4 times without any resolution.

      Business Response

      Date: 10/24/2023

      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. 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 

    Lemonade Insurance Company is NOT a BBB Accredited Business.

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

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