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:01/20/2023

  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.

  A pipe busted in my basement 12/31/2022. I immediately contacted my renter's insurance Lemonade around 11:30 am. I was advised to download the app. Once the app was downloaded I was prompted with several questions. I was also required to submit a video of the damages- the pipe that was leaking along with footage of items that were damaged with cost. All this was completed on 12/31/2022. I was then advised to contact the community manager and have the issue repaired. I received an email advising me to save all items for further investigation. After a week I had not heard anything else from Lemonade. ****** had set in and items were becoming moldy and they smelt. I emailed Lemonade advising them along with more photos of the items dripping in water with mold/mildew. The repair was made immediately and was reported. Yet nothing from Lemonade. Finally, after 2-week and several emails, ***** contacted me. Only to tell me she did not get the photos. I sent photos again. It;s now been 3-weeks. I have not heard from anyone. Some of the items that were lost are used for my job and are expensive to replace. I've reached out several times but no one replies. I pay my premium in full one a year. I have not filed any claims and this is covered under my policy. It's unsettling that they feel as though they do not have to reach out in regard to questions. They advertise one thing but in reality, they are a nightmare to deal with. I want my claim settled immediately as I have completed everything that was required. Yet Lemonade has done nothing.

  Business Response

  Date: 02/10/2023

  Dear ******, 

  We sincerely apologize about the frustration this situation has caused. As a young company looking to grow, input from customers like yourself is crucial to our success, so we really appreciate the feedback you provided. 
  

  Upon review, it appears your claim was settled shortly after this complaint was filed. If you have any additional questions or concerns regarding your claim, please alert the claim representative and they will be happy to help. 

  Best, 
  
  Team Lemonade 

• Initial Complaint

  Date:01/19/2023

  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.

  On Christmas Eve my apartment flooded due to a sprinkler busting in my closet. My entire wardrobe and Christmas gifts were destroyed. I immediately contacted my insurance. Since this is my first time filing a claim I submitted the information incorrectly on the first claim and it was immediately denied. So i reached out to Lemonade to submit a manual claim because the app wouldnt let me upload footage and documentation from my phone. I spoke with one person and she told me to fill out the form. She stated once i fill out the form they will review and release the funds. (That was weeks ago) I filled out the information and sent the needed documentation. I still have not heard anything from anyone. My app states another person is handling my case than the person I actually talked to. I have nothing and was really hoping my insurance would cover me like they said they would. I lost everything in that flood and it seems as of they care less. When i call to speak with someone. A person answers and says ill have her call you but wont answer any of my questions. I need assistance very badly. I need my claim reviewed and processed. I cant keep waiting, my life is literally on pause because i have nothing!

  Business Response

  Date: 02/10/2023

  Dear *******, 
  

  We sincerely apologize about the frustration this situation has caused. As a young company looking to grow, input from customers like yourself is crucial to our success, so we really appreciate the feedback you provided. 
  

  We understand your claim was settled shortly after you filed this complaint. If you have additional questions or concerns regarding your claim, please direct them to your claim representative, who will be happy to help. 
  

  Best, 
  
  Team Lemonade 
  

  
  

  Customer Answer

  Date: 02/16/2023

  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:01/17/2023

  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.

  Lemonade stopped responding and is getting close to a scam now.I filed a claim in November 2022, was asked to provide info and docs. I did so by end of Nov. Then I reached out a number of times asking for updates but never heard anything other than their automated email. As we understand the process might take time but Lemonade just never even acknowledged the receipt of my docs provided even after I asked. I need a response on how my impacted neighbors of the incidents should report their ask, etc. If Lemonade does not respond on such starter questions, I don't know how the entire claim process is going to work. Will it take years or Lemonade just run away at some point?

  Business Response

  Date: 02/10/2023

  Dear *****,
  
  We sincerely apologize about the frustration this situation has caused. As a young company looking to grow, input from customers like yourself is crucial to our success, so we really appreciate the feedback you provided. 
  

  We understand that you were provided an update on your claim on February 2, 2023. If you have any additional questions regarding your claim, please direct them to the claim representative, who will be happy to assist you. 

  Best, 
  
  Team Lemonade 
  

  
  

• Initial Complaint

  Date:01/13/2023

  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.

  Unfortunately, there is a water leak in my home on 12/28/2022 and we were out of country that time and due to which there is a extensive damage happened. Since then i have been trying to reach Lemonade insurance agent who is assigned to my case; after sending multiple emails and left so many voice messages there is no response yet. At the time of need, there is no guidance and support from insurance when we really need it! Also, so many time i spoke to other agents and requested to change my agent if she is not available and every time they assured me that this will happen and i should receive a call in 24 hours but unfortunately it never happened. I have a 7 years and 8 months old child at home and we are managing this with difficulty. I really hope to get your guidance and support from lemonade in this difficult time.I trusted the outlook of this insurance but this is very disappointing experience so far! I really hope someone get back to me after this escalation and support us in this difficult time.

  Business Response

  Date: 01/26/2023

  Dear ******, 

  
  We sincerely apologize about the frustration this situation has caused. As a young company looking to grow, input from customers like yourself is crucial to our success, so we really appreciate the feedback you provided.

  We understand that your claim representative contacted you today, January 26, to further address your concerns. If you have additional questions or concerns, please address them to your claim representative, who will be happy to assist you. 

  Best, 

  Team Lemonade 
  

  
  

• Initial Complaint

  Date:01/13/2023

  Type:Sales and Advertising 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.

  1/1/2023, filed a water damage claim (**********) which has caused wooden floors in my house to break part. No action was taken and the claim is pending action. 10/1/2023, had a power outage outside premises and house was damaged severely due to water, filed a claim (**********). Except initial contact nothing has been done. After repeated calls to customer support I could not even reach to the adjusted or claim handler. My house is starting to form mold is not safe to live. Lemonades negligence might cost our house and our safety.

  Business Response

  Date: 01/26/2023

  Dear *******, 
  
  We sincerely apologize about the frustration this situation has caused. As a young company looking to grow, input from customers like yourself is crucial to our success, so we really appreciate the feedback you provided. 
  
  We understand that you were recently contacted by a claim representative on January 25, 2023 to further address your concerns. If you have additional questions or concerns regarding these claims, please contact your claim representative, who will be happy to assist you. 

  Best, 
  
  Team Lemonade 
  

  
  

  Customer Answer

  Date: 01/31/2023

  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:01/11/2023

  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.

  Filed a claim on 12/26/2022 for water damage to the home. It has been 4 weeks and I've been calling just about everyday to speak to an adjuster and no one returns my call. This company is a complete joke especially when people rely on insurance for accidents and when you need it its not avaliable is devastating. Please don't sign up with this company you will REGRET it.

  Business Response

  Date: 01/24/2023

  Dear *****,
  

  We sincerely apologize about the frustration this situation has caused. As a young company looking to grow, input from customers like yourself is crucial to our success, so we really appreciate the feedback you provided. 
  

  We understand you have been in regular communication with your claim representative following the submission of this complaint. If you have any additional questions or concerns related to your claim, please let the claim representative know and they will be happy to assist you. 

  Best, 
  
  Team Lemonade

• Initial Complaint

  Date:01/09/2023

  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 renter's insurance with Lemonade Insurance Company, and while insured, I was robbed and a great deal of my household belongings were stolen. After speaking with customer service, who ensured me that I have coverage for this type of loss, I filed a claim in FEBRUARY OF 2022. We are in JANUARY OF 2023!! The claim was for approx 125 items, about 16k, my policy covered up to 30k (I paid a little extra for higher limits). Lemonade had everything they needed from me back in June of 2022, and over the course of the least 6 months, I have written dozens of emails to my claims "specialist", who replies days later, if at all, and the reply is always "I should have your claim finalized THIS WEEK", "I'm working with my team leads to have a detailed explanation of your final claim TODAY", "I can assure you, your claim won't take MONTHS", "We are diligently working on your claim and giving it the attention it needs because your claim is a top priority", and so many other generic, pass the buck replies for six months I've been hearing this stuff. I email almost every day, begging for a status, as I am a single mom, and I cannot afford to just go out and repurchase the stolen items, so my son and I have been living without a great deal of our stuff for A FULL YEAR. I have filed two other claims in my lifetime with other insurance companies, and a cut and dry claim like this, they handled in a few weeks from start to finish. I have pleaded with them to have a supervisor or manager contact me, they never have. I just don't understand how they are still in business when this seems to be a common issue with them (I wish I would have known that before using them). I need for my ONE YEAR OLD, 16k claim to be finalized and paid out so that my son and I can have our life back. An insurance company is supposed to be there for you when you have a loss so that you don't have to worry about anything, and all I've been doing for the last year is wondering if I've been scammed!

  Business Response

  Date: 01/17/2023

  Dear ****,

  
  We sincerely apologize about the frustration this situation has caused. As a young company looking to grow, input from customers like yourself is crucial to our success, so we really appreciate the feedback you provided. 
  

  Upon review of your claim file, we see that your claim representative provided you with an update on January 16, 2023. If you have additional questions or concerns regarding your claim, please alert your claim representative, who will be happy to assist you. 

  Best, 
  
  Team Lemonade

• Initial Complaint

  Date:01/09/2023

  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.

  My claim for damage to property and the building I reside in has been denied due to a hidden clause that the responsible party was 'known to me' and acted 'intentionally'. My girlfriend of 3 years was diagnosed with severe Anxiety, Depression and Borderline Personality Disorder (BPD) and experienced a dramatic episode from these Mental Illnesses and destroyed my personal property and tragically took her own life. For your company to add insult to injury and create additional pain and suffering due to a hidden clause is malicious and unethical and I am sure the majority of your policy holders are unaware of your policies. I have written to my ************ ********************** the San Diego Tribune, LA Times, NY Times and shared my story with my daughter in law who has over ******* followers on Instagram and a network of over 2m people focused on Mental Health issues so that the general public is made aware and can make an educated decision when deciding on an insurance company who is aware and sympathetic to Mental Health issues. Over 18% of the US population, over 50 million people, are affected by Mental Health issues who need to be informed.Lemonade Policy Number : *********** Claim Number : ********** SDPD Case # **-******

  Business Response

  Date: 01/17/2023

  Dear *******,

  
  We sincerely apologize about the frustration this situation has caused. As a young company looking to grow, input from customers like yourself is crucial to our success, so we really 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:01/05/2023

  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.

  I never approved for rental insurance on Appartment I am not in any Appartment I can not get any one on the phone I have stop payment This is fraud on my credit card

  Business Response

  Date: 01/17/2023

  Dear ****,

  
  We sincerely apologize about the frustration this situation has caused. As a young company looking to grow, input from customers like yourself is crucial to our success, so we really 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. Please note, we have located no phone calls, emails or voicemails in our database regarding your account. 
  

  Best, 
  
  Team Lemonade 
  

  
  

• Initial Complaint

  Date:01/04/2023

  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.

  Subject: lemonade insurance To who may be concerned Hi I am reaching out for assistance,I have a complex situation that I would greatly appreciate if you all would be able to help me with, in November of 2020 I signed a 1 year lease with ******************** in ********** **. I as well contracted full coverage from lemonade insurance in November of 2020, unfortunately I was a victim of a breaking and entering in September of 2021, i was forced to leave the apartment by highpoint and i was sent a bill for the damages, I reached out to lemonade for them to cover help cover the damage cost and unfortunately I have not heard anything back from them. I have personally sent multiple emails regarding the instance to lemonade, due to their lack of care the bill of damages went onto my credit report and has made it extremely difficult to find housing, I have sent multiple emails explaining if they did not contact me in regards to the situation I would report them to the BBB and the only thing I have received since November of 2022 was an automated email thanking me for reaching out to them but I have yet to receive help. So I am sending this email hoping you all will be able to assist me with this unfortunately complication thank you. Sincerely *********************************

  Business Response

  Date: 01/17/2023

  Dear *********, 

  
  We sincerely apologize about the frustration this situation has caused. As a young company looking to grow, input from customers like yourself is crucial to our success, so we really appreciate the feedback you provided. 
  

  We understand that your claim is currently open and in review. If you have additional questions regarding your claim, please notify your claim representative, who will be happy to help. 

  
  Best, 
  
  Team Lemonade