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:10/12/2023

  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 water damage in my apartment while I was away visiting family, filed a claim and the insurance adjustor (*****) told me once I got to my apartment if it was unlivable, to call him and he would get me set up in a hotel. He also told me I would be getting a call and email requesting more information and to set up a time for them to come out and see the damages. I never got the call or email. A few days go by and I get back to see the damage. The apartment is a mess, so I try to call the adjuster and it says he is busy, so I leave a message. A few hours later, I called again and got a consumer service rep on the line, she told me he was in the office and wasn't on the phone with anyone, so she transferred me. It rings and goes to voicemail. I leave another message. I then wait another few hours before calling again. This time the rep says he is gone for the day and they will escalate and expect to hear something before the end of the day. If not she told me to call back and they would help me. I wait about 15 minutes till close and haven't heard anything back yet, so I call again and another rep tells me there is nothing they can do for 24 to 48 hours. She says to go get a hotel and save the receipt. I asked what the guidelines are for price and if there are specific hotels I have to stay at to get reimbursed. She says she can't tell me and will get someone on the line who can help and to please hold for 5 or so minutes. She then proceeded to leave me on hold for over an hour. I assume she just wanted to get rid of me and go home without helping. I stayed on the line for that entire time and eventually realized no one was going to help me. They are now closed. This means I have no place to sleep tonight, no one to help me, and my only option is to drop hundreds of dollars on a hotel and just pray that they reimburse me. I spent over 4 hours on the phone with them getting bounced around between useless reps and told there was no one who could help me.

  Business Response

  Date: 10/17/2023

  Dear ******,

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

  We understand that as of October 15, a payment was issued for your Loss of Use expenses pertaining to your claim. If you have additional questions or concerns regarding this claim, please direct them to your claim representative by email or phone call for further assistance.

  Best,

  Team Lemonade

• Initial Complaint

  Date:10/11/2023

  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 filed my water claim with Lemonade insurance company on September 5, 2023 and I have been unable to make further adjustments to my claim and hotel accommodations that my insurance is supposed to pay out because the company continues to stonewall me and not return any of my calls. I reached out to a representative today and they stated that there hasnt been any escalations made to a supervisor which I have requested on the calls. Also, the adjuster lied and said that they called me this morning at 7 AM and yet there is no call, log, nor any voice message left by the adjuster, I also spoke with a claims person last week and they said that they would escalate to a supervisor and send a notification for the adjuster to call me back within 48 hours. After following up a claims agent confirmed that the previous agent did not reach out to the correct adjuster nor did they escalate at all. I have not been able to speak with my adjuster since September 22 I believe.

  Business Response

  Date: 10/17/2023

  Dear *****,

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

  We understand that on October 11, your claim representative contacted you regarding new hotel accommodations. If you have additional questions or concerns about this matter, please direct them to your claim representative via email at ******************************* or by phone at ************ and they will be happy to assist further.

  Best, 

  Team Lemonade

• Initial Complaint

  Date:10/11/2023

  Type:Billing 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.

  Started a car insurance policy with lemonade, stated terms were 39 dollars a month plus **** cents per mile. My car has an odometer, so I know what miles I drove. Not only was my *************** higher than it should have been, the per mile was up to 12 cents per mile.They do not return calls or emails asking for clarification

  Business Response

  Date: 10/17/2023

  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 Lemonade
  

  
  

• Initial Complaint

  Date:10/02/2023

  Type:Billing 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.

  Back in August 2023 I reached out to Metromile as I see that they YET AGAIN have started charging me a "No Signal" charge for their faulty pulse device. Even though I had the device in my vehicle, never touched it, and have been driving my vehicle a few times every month since June 2023, they claimed I hadn't driven the car since 6/23/23 and have been charging me for it! Of course I was VERY upset about this, as this was at least the 2-3 time this has happened with their device. I already told them back in August to CANCEL my policy by the end of the week and they kept my policy on and continued charging me for their fraudulent "No Signal" charge. Reading other reviews, this seems to be a pattern with their company. I refuse to pay those fraudulent charges and want my policy cancelled already.

  Business Response

  Date: 10/10/2023

  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

• Initial Complaint

  Date:10/02/2023

  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.

  Filed a complaint due to loss of use as is covered in my policy due to instances that occurred while living in the apartment that were ignored by the landlord. After a month of "reviewing" my claim and me having to move to a new apartment I was told not only that my claim is not covered but also sent me an email saying that I signed something saying that I can't *** them which I thought is a weird thing to specify to someone unless they are currently being ***d by many of their customers for misleading them in their coverage.

  Business Response

  Date: 10/10/2023

  Dear *******,

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

  We understand that the claim representative attempted to contact you October 6 to discuss the claim determination further. 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:09/28/2023

  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.

  On 9/27/23 I was directed to their website while looking for homeowners insurance coverage to cover renters for a home I own that will be leased. Their website would not give any information about the plans they have available until you put in a large amount of personal information. Only after obtaining a large amount of personal information from prospective clients do they tell you if they offer the type of insurance plan that you are looking for. Once I found out that they do not have the plan I need, I attempted to delete my account that they made me create before they would give any information about their insurance plans or quotes for coverage amounts. When I could not figure out how to delete my account on their website, I emailed their customer service. When I received a response from them they said they will not be deleting my account and they have the right to hold my personal information AND to give my personal information to their affiliates for business purposes. That is very frustrating and not ethical AT ALL! I just want them to delete my information!

  Business Response

  Date: 09/29/2023

  Dear *******

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

  Please be advised that Lemonade does not sell personal data to third parties after obtaining a quote. Additionally, if you have questions regarding the coverage Lemonade offers, you are welcome to contact our customer experience team by email at ******************************* or by phone at ************** if you'd prefer to inquire about coverage options prior to creating an account.

  Best,

  Team Lemonade.
  

• Initial Complaint

  Date:09/26/2023

  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 ordered insurance through metromile on the 11.I received an email stating my pulse device had arrived however it was not at my po box. I went into the hospital for surgery on the 18. Due to the surgery and not being able to drive for the near future I request to cancel my insurance. The web claimed ghis could be done easily at any time. I began getting messages threatening to change me extra fees. I reached out via text and email multiple times. I was continually harassed and charged extra fees. It has been almost 2 weeks since I have requested a cancelation. I am seeking an immediate refund as well as compensation for my time. Dealing with the threats and harassment from a hospital is very frustrating and completely unnecessary. To add to the fraud on the company website they claim to be bbb accredited

  Business Response

  Date: 09/29/2023

  Dear ****,

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

  We understand that your Metromile policy was canceled effective September 17 and a refund of $210.60 was issued. Should you need additional assistance, you can contact our team by phone at ************, Monday through Friday 7am to 5pm PT, or reach us by email at ******************************************. 

  Best,

  Team Metromile
  
  

• Initial Complaint

  Date:09/25/2023

  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 purchased renter's insurance from lemonade over a year ago. I have a water damage in my policy in the amount of *******. I had 2 window units leak down my wall under my hard wood floors. The floors are all bulked up. Had 2 contractors come out their estimates were around ******. My whole floor needed to be replaced. They sent out a appraisal guy. Going on his word he not a contractor. They only offered me a little over *****. There is no way I can fix the floors for that amount.

  Business Response

  Date: 09/29/2023

  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: 10/04/2023

  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]

   

   They have contacted my landlord and is suppose to be sending invoices etc. But have not received yet.

   

   

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

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

  Customer Answer

  Date: 11/30/2023

  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]

   

   Yes but they have not offered me any settlement yet 

   

   

  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 as of November 28, the claim representative was awaiting documentation from the owner of the property. Pending receipt of this information, the claim representative will continue the claim expeditiously. 

  Best,

  Team Lemonade

• Initial Complaint

  Date:09/21/2023

  Type:Customer Service 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.

  During my home buying process in December of 2019, I acquired Lemonade insurance. Last month (August 2023) I was contacted by them. They said that during the initial process they forgot to collect part of my inspection report. When I provided them the original report, they said they couldn't cover me anymore based on that info from December 2019 -- not a current report. Now I am suddenly facing having no coverage on my house, because they forgot to do their own due diligence in the initial process.

  Business Response

  Date: 09/22/2023

  Dear *******,

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

  We understand that on August 22, an member of our underwriting team advised that additional information could be provided for additional review regarding the non renewal. If that is available, please email ******************************* for further assistance.

  Best,

  Team Lemonade.

• Initial Complaint

  Date:09/18/2023

  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.

  Detail information about what happened is described in 3 email communications I will attach.In short, I am filing a complaint against Lemonade Insurance Company for the following two issues:1.Questionable use of independent inspectors to deny claims 2.Accept monthly premiums without requiring a home inspection but require it only after a claim is filed to deny payment

  Business Response

  Date: 09/22/2023

  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. 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