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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

    • 572 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:09/25/2023

      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 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:
      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.
      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:
      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.
      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

    • Initial Complaint

      Date:09/15/2023

      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.
      They are charging me for a renters insurance policy for an address that I have never lived at

      Business Response

      Date: 09/22/2023

      Dear *******,

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

      A full refund for this policy was issued September 20. Please allow 3-5 business days to reflect in your account.

      Best, 

      Team Lemonade 

    • Initial Complaint

      Date:09/13/2023

      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.
      My adjuster refused to listen to my story when I filed my claim. She kept repeating the same false narrative of the series of events and said I was at fault even though the other driver came from behind and clipped the side of my car. She then sent a letter repeating what she initially told me over the phone and said that I was backing out of the parking space and collided with the other driver. I was already driving in the driveway when the accident happened and away from the parking stall but she refused to acknowledge this. Furthermore she refused to obtain video footage of the scene and was very dismissive of what I had to say.Metromile policy number: *************** Claim number: ********* Date of loss: 8/22/2023 Adjuster: ***************************** Email: ****************************************** Phone: ************

      Business Response

      Date: 09/14/2023

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

      Best, 

      Team Metromile

    • Initial Complaint

      Date:09/11/2023

      Type:Billing 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.
      October November December non payment per the contract. September 27, 2022 claims was filed.

      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. 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

      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. 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: 10/10/2023

      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,

      Chartamia **********



       

    • Initial Complaint

      Date:09/08/2023

      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.
      Metromile failed to deliver proofs of insurance to DMV and I received the letters from DMV saying that they are going to suspend registrations for my vehicles. At the first attempt, they cut me off as soon as I communicated the issue. On the second, third and the fourth attempts, they refused to let me chat with a representative, showing a message saying "We will have to handle your request during the normal business hours". All my attempts to contact were made during the normal business hours. Their chat bot did not even acknowledge whether they are going to work on fixing the issue or not. No promise to fix their own mistake. No acknowledgement nor update after a whole business day. I expect them to fix their own mistake without incurring any cost to me.

      Business Response

      Date: 09/14/2023

      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 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:09/05/2023

      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.
      My Bill charged me was more and different each month for less miles driving

      Business Response

      Date: 09/05/2023

      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 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: 09/29/2023

      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:

      Metro mile called and I was disconnected have not heard from the company 

       

       

       

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


      Sincerely,

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




       

      Customer Answer

      Date: 10/17/2023

      My complaints where never addressed it the overwhelming amount of over charges I sent you the copy of the billing.It is obviously a over charge for mileage.

      Business Response

      Date: 10/23/2023

      Dear ********

      Thank you for following up on this matter. A customer service representative will be in contact with you directly to address your concerns further. If immediate assistance is required, you are also welcome to contact us directly at 888-244-1702, Monday through Friday 7am to 5pm PT, or via email at ******************************

      Best,

      Team Metromile

    • Initial Complaint

      Date:08/30/2023

      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.
      Lemonade has shady business practices. ******************)1) They do not allow coverage for flat roofs 2) Knowing the above, they still proceed to ask for social security and other information after the user clicks and submits that they have a flat roof.3) This appears to be a data mining expedition. Their engineers need to fix this error. They are gathering personal information knowing they cannot cover the user.

      Business Response

      Date: 09/05/2023

      Dear *******,

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

      If you have additional questions regarding coverage eligibility or concerns regarding the recent declination, you can contact our customer experience team by email at ******************************* or by phone during business hours, Monday to Friday 9am - 8pm EST at **************.

      Regarding data collection, this information is not sold to third parties. Additional information about this can be found in detail at our website, ************************************************************;

      Best, 

      Team Lemonade 

    • Initial Complaint

      Date:08/22/2023

      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.
      08/21/2023 One vehicle 2 adjustors. 2 claims 1st claim adjustor - ***********************, accident 2nd claim adjustor - *********************** vandalism 2nd adjustor horrible communication regarding the vandalism received most of the information from the 1st adjustor I was in a collision in May, the driver of the other vehicle was at fault. Spoke with ******* from the other driver's insurance and was told everything was paid for. No deductible payment from the 1st claim. The 2nd claim someone broke into my garage and vandalized my vehicle. The deductible would have to be paid on the second claim. I understood my $1000 deductible would need to be applied for the 2nd claim only. I was never told to paid the deductible twice because the other driver was at fault and his insurance would coverage the first claims deductible. I had to pay $2000 to retrieve my vehicle instead of $1000 which was told to me by the 1st adjustor. The second adjustor only connect if I would call and complain about the horrible communication between Metromile and the rental company regarding fees I had to pay while driving the vehicle that Metromile stated they were paying for. I have $210 overdraft fees based on a rental Metromile was suppose to pay for. I paid a totally of $253 for the rental plus overdrafts. I spoke with ******* from the collision claim of the driver of the vehicle that hit me and was told they would cover the deductible on the collision. I had to pay $2000 to retrieve my vehicle, never once did they say I was to pay this amount. I am very frustrated and disappointed. I've been with this company a year and the 1st time I need them, the customer service is not good. My vehicle was in the repair shop for a month and week. I have lost income due to this experience.

      Business Response

      Date: 08/22/2023

      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. A member from our claims experience team will review your concerns and follow up with you directly in the next few business days. 

      Best, 

      Team Metromile 

      Customer Answer

      Date: 01/25/2024

      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:

      I never received my deductible from the insurance company after my repairs were completed. I paid $1000 and the insurance company has yet to refund my deductible. I've switched companies because of the unprofessional way my claim was handled. The other insurance company contacted me and stated (on record) they would paid my rental and deductible (per *******, claims Investigator for opposing parties). 

       

       

       

      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 have referred your remaining concerns to a claim supervisor for further review. A member of their team will be contacting you directly in the next 1-3 business days.

      Best,

      Team Metromile

    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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