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:03/04/2025

  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.

  On 02-24-2015 I asked for a car insurance quote from Lemonade Insurance because I have renters insurance with them. The amount of the quote was debited from my bank account immediately in the amount of ******. I emailed Lemonade immediately and requested a prompt return of my funds as I did not want this car insurance. I received an email stating that my funds would be back in my account in 3-5 days. I just received an email stating that they need more information for my car insurance policy. And still not a refund of my money. I canceled right away and I want to know why my money has not been refunded and why they need more information since I canceled the policy immediately.

  Business Response

  Date: 03/13/2025

  Dear *******,

  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience you experienced.
  
  Please rest assured that your car policy has been canceled as per your request, and a refund has been processed. You should expect to see the refunded amount back in your account shortly, depending on your bank's processing time.
  
  We appreciate your patience and your continued trust in us for your insurance needs. If you have any further questions or require additional assistance, please do not hesitate to reach out.

  Best,

  Team Lemonade

• Initial Complaint

  Date:02/27/2025

  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 to evacuate my apartment during the fires in *********** from January *****, 2025. On January 18, 2025, I filed a claim with my renters insurance and never received any correspondence in writing. I received a voicemail from my adjuster on January 29, 2025, saying that shes going to deny my claim, but never did. I called back and left her a voicemail disagreeing with her decision. She called back again on February 4, 2025, and never took any action on my claim. I sent several messages and the most recent message on February 25, 2025, I asked why they are ignoring my claim and if I didnt get a response, I will report them. They took no action on my claim and no response. Obviously, they dont care. This is not how this is supposed to go and they shouldnt be able to conduct business in this manner. I regret having a insurance plan with this company.

  Business Response

  Date: 03/10/2025

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

  Best,

  Team Lemonade

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is I took my cat multi US ***** to the vet code located on the North freeway here in ******* in June of 2025 and I tried to get her a follow-up appointment for her care but was unsuccessful so would that be said shortly after I meet the pet owner had felt ill for five months. I Recently I've submitted a claim to lemonade pet insurance in late June 2025 I submitted all the paperwork and also I submitted my banking information for my claim to go to my chicken account and 4 weeks I had submitted the same paperwork over and over and over and over and today on Friday February 21st 2025 I finally got to speak to someone named ****** and I'm gonna backtrack during the several weeks after I submitted her claim I received several emails from ****** saying that she didn't have enough information about my claim and I had to resubmit everything that I had so I did so so would that being said I finally called this morning Friday for every 21st 2025 Also I am I want to remain at lemonade pet insurance forever and ever I know I am not the only one that has actually crossed this with them and I will not be the last but I am old my compensation also I am old pet insurance buy for my pet and myself

  Business Response

  Date: 03/06/2025

  Dear *******,

  We sincerely apologize for any inconvenience you encountered during the claim submission process. We regret any misunderstanding or frustration this may have caused, and we are committed to providing clearer communication in the future.

  We value your loyalty to Lemonade Pet Insurance and appreciate your understanding with the outcome for your claim. Should you have any questions or if theres anything else we can assist you with, please feel free to reach out to our team.
  
  Thank you for your patience and for allowing us the opportunity to address your concerns.
  
  Best,
  
  Team Lemonade

• Initial Complaint

  Date:02/20/2025

  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 canceled my Renter's policy with them a year ago because they wouldn't switch my billing date to the 15th of the month. They told me that I would need to cancel and start a new policy, so I canceled it. I decided to restart coverage with them on 2/15/2025 and to my absolute shock, instead of the $35.67 to which I agreed, they charged my card for $108.95!They said I never canceled my old policy and that they were now debt collecting?!? I immediately wrote them and complained, and they asked me to prove that I canceled. How can I prove that?!? They only do business through chat and don't provide transcripts! So, of course, they couldn't find a record. Well, why didn't they try charging me again if I didn't cancel? I have been a policyholder with them since 2017! Needless to say, I just canceled the new policy for which I enrolled...and now I have a screenshot proving it.I demand a full refund of the entire $108.95 they stole from me, minus the 3 days of actual "coverage" I had from them.

  Business Response

  Date: 03/05/2025

  Dear ******,

  Thank you for sharing your feedback and concerns with us. We sincerely apologize for any confusion and inconvenience this situation has caused.
  
  Upon review, we have confirmed that your previous policy was successfully canceled on September 6, 2024. At the time of cancellation, there was an outstanding balance of $35.28 due to the unpaid renewal and subsequent missed payments.
  
  We appreciate your long-term relationship with us and regret that these billing issues have impacted your experience. We are issuing a refund for the amount of $31.25 for your most recent policy, which you should see processed to your card within 3-5 business days.
  
  Your feedback is invaluable, and we are committed to improving our processes to prevent situations like this in the future. If you have any further questions or need additional assistance, please dont hesitate to reach out directly at *********************************************************.
  
  Best,
  
  Team Lemonade
  
  

• Initial Complaint

  Date:02/20/2025

  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.

  Pet insurance complaint. Pet received veterinary service for *** on 01/30/2025. No pre-existing *** issues. Company repeated claim delay for sickness based claims. Business requested veterinary records they received upon initial application. Mismanagement, roadblocking sickness based claims. Filed a complaint with CT Insurance Commissioner.

  Business Response

  Date: 02/28/2025

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

  Best,

  Team Lemonade

  
  

  Customer Answer

  Date: 02/28/2025

  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:02/19/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Metromile car insurance was originally based in SF. After being bought by Lemonade, they stopped underwriting policies and moved their operations to ********:Metromile Insurance ************* **** ********************************* With this transition, they have been cutting services such as online policy management, payment methods accepted (you can only mail by physical check now), customer service (you can only email them), etc. While these changes introduce significant friction for the consumer, the real issue I've had is with their unresponsiveness to billing disputes. My first bill after this transition came back much higher than expected because for whatever reason they "didn't receive my odometer reading" that month and charged me the maximum daily mileage rate. When I reached out to them via email to provide the correct reading for that billing cycle, they told me they could not re-issue the bill and instead would issue a credit on my next bill. I gave them the benefit of the doubt, but unfortunately the next bill came with an egregiously high mileage reading (8 times the amount that I actually drove), despite sending them a detailed email that month -- outlining the calculations for the exact mileage I should expect on my bill this month. Also, that credit that was mentioned? Nowhere in sight.I sent them an email to correct this second bill, but I maintain 0 confidence on the right outcome. The worst part about all of this is that "if they do not receive payment by date *** my policy will be automatically cancelled."

  Business Response

  Date: 02/28/2025

  Dear ******,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration you've experienced regarding the billing discrepancies and our initial unresponsiveness.
  
  As of February 19, 2025, we have located your reported mileage and adjusted your bill accordingly. The current amount due is now $35.64. Should there be any further discrepancies or if the issues remain unresolved, please reach out to us directly so we can address them promptly.
  
  We appreciate your patience and regret any inconvenience this situation may have caused. 

  Best,

  Team Lemonade

  Customer Answer

  Date: 02/28/2025

  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:02/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a survivor of the ***** Fire and have been living out of hotels and ******* for the last 5 weeks. We put in a claim over 3 weeks ago with Lemonade and have had ZERO response aside from asking for "documentation". I have called, emailed, left a message or messaged their app over a dozen times. I never get a response to an actual human being who can help me with my claim. We need help testing the toxicology of our home, we need help with potential remediation, and we need to be reimbursed for paying essentially double rent for the last 5 weeks. Lemonade clearly does not care about helping people. We are desperate for support from a real human being, not an AI chatbot. We are still displaced and our lives are at a standstill as we wait for Lemonade to help us.

  Customer Answer

  Date: 02/20/2025

  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:02/13/2025

  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 stole money out of my account unauthorized. I therefore cancelled the policy in Dec and was just informed I owe them ***** for a policy they claim to have cancelled- and are trying to lie and say I renewed it 12/12 which never happened, they do not have my signature on any documents stating I renewed or intended to renew with them and are now arguing with professionals stating they arent going to do anything to correct their errors. I complained about them a few months ago because they took 40 out if my checking unauthorized- this needs to stop! Its an awful company- I didnt need them- cancelled and they are still attempting to charge me for a policy I never renewed!

  Business Response

  Date: 02/26/2025

  Dear ******,

  We extend our apologies again for the poor experience you have had thus far. Your feedback is greatly appreciated for improvement going forward.

  According to our records, you have been in contact with our customer experience team regarding this matter. Upon receipt of documentation to support your previous cancellation request, a member of our team will be happy to assist further.

  Best,

  Team Lemonade

• Initial Complaint

  Date:02/11/2025

  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 insurance for my pet because during the purchasing process it clearly stated that my dogs coverage was effective starting February 1st. When I filed the claim after taking her to the emergency vet it was denied because they said her coverage didnt start until the 2nd. The only reason why I purchased it was because it said Feb 1st was the start date and then they changed it up on me. Very misleading and a waste of money: they need to be more clear so this does not happen again. We should be reimbursed the 80% of the total cost of having to take her to the emergency vet.

  Business Response

  Date: 02/22/2025

  Dear ***,

  Thank you for reaching out and sharing your experience with us. We apologize for any confusion regarding the start date of your pet's insurance coverage.

  As explained in our recent communication, the policy begins at 12:01 am the day after it is purchased, which, in your case, meant the coverage started on February 2, 2025. Unfortunately, since the vet visit occurred before the policy was in effect, the claim is not eligible for reimbursement.
  
  We understand how important clarity is when purchasing insurance, and we are committed to improving our communication to prevent any misunderstandings in the future. If you have any further questions or need assistance, please don't hesitate to contact us.
  
  We appreciate your understanding.

  Best,

  Team Lemonade

  Customer Answer

  Date: 03/05/2025

  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 was supposed to receive a full refund for cancelling my policy and did not receive the full amount that I paid.

   

   

   

   

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

  
  Sincerely,
  
  *** *****
  
  
  
  
   
  

  Customer Answer

  Date: 03/25/2025

  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]

   So you charged me for the 1 day I had the policy, but would not accept the claim for my dog's vet visit because the policy "wasn't effective." That does not make sense, which is why I am continuing the complaint. This is unacceptable.

   

   

   

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

  
  Sincerely,
  
  *** *****
  
  
  
  
   
  

  Business Response

  Date: 04/01/2025

  Dear ***, 

  Since your pet's incident occurred before the policy became effective on February 2nd, it is classified as a pre-existing condition, which is why it was not covered under the new policy. We understand how frustrating this situation can be and regret any confusion it may have caused.
  
  If you have any further questions or require additional clarification, please feel free to reach out to our team. We value your input and are here to assist you in any way we can.
  
  Thank you for your understanding.
  
  Best regards,

  Team Lemonade

• Initial Complaint

  Date:02/11/2025

  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.

  Waiting 4 months for a refund, I changed insurance providers and have 29 emails about waiting for approval of my backdated refund . I called several times , I am told that's a different department that handles this issue. I received an email stating I received a refund check for $29, which is not for my full policy of $1467. This has been going on since November it's now January. Hoping this will get the situation resolved faster.

  Business Response

  Date: 02/22/2025

  Dear ******,

  Thank you for bringing this matter to our attention, and I sincerely apologize for any inconvenience you have encountered regarding the refund process.
  
  As of February 11th, our team has informed you that the check for your refund has been sent, and you can expect to receive it within 2-3 weeks. I understand the frustration this delay may have caused, and we are committed to ensuring you receive the complete refund you are entitled to.

  If you have any further questions or need additional assistance, please feel free to contact us directly. We appreciate your patience and understanding as we work to resolve this matter.
  
  Best,

  Team Lemonade