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:01/20/2025

  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.

  There was a storm In early November that destroyed some of the items I had in my backyard. I filed my claim less than seven days after the incident. It took Lemonade three weeks to get back to me about my initial claim(This is important because I already had plans to move at the end of the month). At first it was routine questions, but then they said they had to do further investigating. Two weeks after that (mid December) is when they started asking me to send them additional photos and additional videos of the Damage, however, by the time they were asking for that, I had already moved from that residence. They penalized me and wouldnt cover my claim because I was no longer living there and because I didnt hold onto the damaged items. It didnt make very much sense to bring items that were damaged and no longer usable to my new place which was much smaller than the old place. And it didnt help that their customer service representative, ****** was extremely rude throughout the process. I had this insurance for over four years paid my premium every month on time and still was given a hard time and denied a claim that shouldve absolutely been approved. Mind you its JANUARY 15 and Im just now getting a response to my claim from November 3rd. I do not recommend this business to anyone

  Business Response

  Date: 01/30/2025

  Dear Secret, 

  Thank you for your feedback and for sharing your experience with us. We apologize for any inconvenience and frustration you have encountered during the claims process.

  Our team has reached out to clarify the decision regarding your claim and to explain the relevant policy provisions. We understand the challenges posed by moving residences, and we appreciate your cooperation in providing necessary documentation. It's important to note that preserving and providing access to the damaged items is a contractual obligation, which is a significant factor in our claim evaluations.

  We regret any negative interactions you had with our team and will address any issues to ensure a better experience moving forward. If you have further questions or need additional clarification, please don't hesitate to contact us directly.
  
  Thank you for being a valued customer over the past four years.
  
  Best,

  Team Lemonade
  
  
  

• Initial Complaint

  Date:01/20/2025

  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 got pet insurance from Lemonade for my 2 dogs. I paid the quote. Seems I did not understand part of the application. They told me there may be a change in the cost of the policy. On a Saturday evening they told me they were charging my credit card on Sunday for an additional $282. Lemonade's phone answering answering system said that I could not speak with anyone until Monday. They took my money without my informed consent. Had I known that Aliya's policy would be so expensive, I would have said no thank you.When I tried to get clarification, the representative blew smoke at me. And then, they sent my complaint to the person I was complaining about! Wow! I guess Lemonade's management isn't interested in their employee's behavior. Don't trust them!!!!!

  Business Response

  Date: 01/22/2025

  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. A supervisor from our customer experience team will review your concerns and follow up with you directly in the next few business days. 
  
  
  Best, 
  
  Team Lemonade 

  Customer Answer

  Date: 01/23/2025

  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 they have not addressed my issues.

   

   

   

   

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

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

  Business Response

  Date: 02/06/2025

  Dear *******,

  We understand the importance of addressing your issues, and our team has been in contact with you via email to assist with canceling the two pet policies. Additionally, we have provided you with the status of your refund.
  
  If there are any further issues or additional questions, please do not hesitate to reach out to us. We are committed to ensuring your concerns are fully addressed.
  
  Thank you for your patience.
  
  Best,

  Team Lemonade

• Initial Complaint

  Date:01/16/2025

  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've been paying Lemonade Renters insurance for 4yrs and when my fridge stopped working filed a claim just to be told it was denied. My policy covers electronics, and my TV stopped working 1/13/25 and I attempted to file a claim with Lemonade and was told I need proof of purchase from 2yrs ago, which I don't have so I asked if I cancel my policy how much will my refund be and they told me a prorated charge of $4. 86 will be issued and all the money I paid prior is gone and that's not fair and want to know how they can get away with stealing people's money. I refuse to allow these crooks

  Business Response

  Date: 01/18/2025

  Dear ******,

  Thank you for sharing your concerns with us.
  
  On January 16, 2025, our supervisor reached out to request proof of purchase or photos of the TV so that we can properly assess and move forward with your claim. We understand that locating past documentation can be challenging, and were here to help assist you through this process.
  

  If you have any additional questions or need further assistance, please feel free to contact us directly so we can resolve the matter to your satisfaction.
  We appreciate your patience and understanding.

  Best, 
  
  Team Lemonade

  
  

  Customer Answer

  Date: 01/21/2025

  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:

  Last year I filed a claim for a fridge covered by my insurance policy, and it was denied.   I purchased a ********** 2yrs ago and for whatever reason it stopped working and began making a funny noise and I threw it out. Lemonade asked for a video, and I showed them the damage TV but anyway I've since purchased a brand new 50-inch TV on credit card and found another more reputable renters' insurance which I plan to sign up with next "State Farm". As far as Lemonade goes, I want all the money they stole from me back and I will be contacting an attorney. I want nothing to do with them ever again and that $4.83 they sent me is a joke. I will be going to the media as well until they give me my **** money back. Lemonade is not even an credited business by BBB and when filing my complaint came across several pages of complaints from other customers. ********************, how can these idiots be allowed to keep my money.? I want my the money they took from my checking account while failing to provide service when I really needed it and I won't stop until I get my money. 

   

   

   

   

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

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

  Business Response

  Date: 02/06/2025

  Dear ******,
  

  We regret to hear of your dissatisfaction and apologize for any inconvenience you've experienced.
  
  We have previously extended an offer for you to contact us directly to assist with your claim. We are committed to ensuring you receive the support you need. However, we must clarify that we cannot offer a full refund of your premium based solely on dissatisfaction with the outcome of your claim.
  
  We value transparency and fairness in our practices and are here to help with any further questions or clarifications you might need. Please feel free to reach out to our team directly at ******************************* for further assistance.
  
  We appreciate your understanding.
  
  Best,
  
  Team Lemonade

  
  

  Customer Answer

  Date: 02/08/2025

  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've made it abundantly clear that I want a full refund and will take nothing less. I've already taken my situation to Trumps Truth social website and was told if I can't work things out someone will get involved on my behalf and I also contacted an attorney and await a response and I plan to contact the media as well. 

  [Your Answer Here]

   

   

   

   

   

   

   

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

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

• Initial Complaint

  Date:01/10/2025

  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 filed a claim (**************), and they assigned me an advocate. The advocate left me a voicemail asking me to call him back, and then disappeared. I called him many times, left voicemails, but no response. I also tried to send emails, but still no response. The customer service doesn't help either, what they do is just to leave messages to the advocate, but it is useless. This is definitely the worst claim experience. I wonder whether this insurance company is spam.

  Business Response

  Date: 01/16/2025

  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. 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: 01/17/2025

  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:01/08/2025

  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.

  In December 2024, I set up a direct-billing policy for my mortgage condo under Policy Number ***********, effective December 27, 2024, at 12:01 ***** expected, my credit card was charged on December 27, 2024.However, on January 2, 2025, I noticed that my escrow account with my lender was also billed for the same policy. Upon contacting Lakeview Loan Servicing, it was confirmed that Lemonade failed to stop the escrow billing, which resulted in the duplicate charge.Since then, I have made multiple attempts to resolve this issue by contacting Lemonade through calls and emails. Despite my efforts, as of January 6, 2025, I have been charged twice for the same service, and Lemonade has not taken any proactive steps to refund the overcharged amount.I request immediate action to resolve this issue, including a refund for the duplicate charge and assurance that future billing will follow the correct direct-billing arrangement.

  Business Response

  Date: 01/16/2025

  Dear ***,

  We sincerely apologize for the inconvenience you experienced due to the duplicate billing of your policy. We have since taken steps to address this issue, and a refund for the duplicate charge has been issued.

  Your feedback is valuable to us, and we are committed to providing a seamless experience moving forward. Should you have any further questions or require additional assistance, please do not hesitate to contact us.
  
  Thank you for your patience and understanding.

  Best,

  Team Lemonade

  Customer Answer

  Date: 01/17/2025

  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]

   

   

   i have zero confirmation on when and how refund  been issued. noone contacted me with check number or specific detailsin refund

   

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

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

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 raised a home insurance claim on August 18th 2023 after a condo above me started leaking water. The owner of the apartment had failed to maintain their HVAC unit appropriately and it had leaked causing ~$5000 of damage to my condo.The owner admitted responsibility and shared her insurance details with me which i passed on to my own insurance company, Lemonade.I had to pay the deductible of $2500 in order to get the remediation underway and was promised by Lemonade they would reclaim this from the other insurance company and reimburse me. It's been ~16 months now and despite monthly emails to Lemonade to seek an update they are either ignoring me or telling me that there is no timeline to the subrogation process.

  Business Response

  Date: 01/14/2025

  Dear ****,
  
  Thank you for sharing your concerns and bringing this matter to our attention. 
  
  Our team has communicated that the timeline for issuing payments is contingent upon the at-fault carrier. This carrier must ensure all related repairs are completed before funds are released, which can extend the process. We appreciate your patience and understanding, and we remain committed to keeping you informed throughout the process.
  
  Best, 
  
  Team Lemonade 

  Customer Answer

  Date: 01/15/2025

  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]

   Its been 18 months.the hvac unit that caused the damage was completely fixed the week it happened, prior to me remediating the damage to my condo.

  I fail to understand how were waiting on the at fault insurance company to complete the fix when it was done months back. Also fail to understand how an insurance company who is supposed to work for me is not being more proactive in chasing the fault insurance company for closure?

   

   

   

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

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

• Initial Complaint

  Date:12/27/2024

  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 December 3rd, I signed up for renters insurance and was initially impressed with the ease up beginning coverage with this tech friendly company until approximately two weeks later I had to file a claim for my bed. Apparently a bed can't give out and it had to of been my fault causing damage even though I didn't so they took way over the amount of time I was told would take and over 8 days later their adjuster gave me every reason to not pay me. I think a insurance company out of a cracker jack *** would be better than them. Instantly approved that's a joke they will dream up reasons to not pay you and be late on top of that. Wanting to file a dispute but the adjuster won't tell me how

  Business Response

  Date: 01/09/2025

  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. 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:12/26/2024

  Type:Sales and Advertising 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.

  We purchased preventative and sick care insurance for our pet. He recently had his first illness and the claim was denied with the insurance company claiming a pre-existing condition. While he has. Had diarrhea before the two instances are unrelated. The company stalled the claim review process and then when pushed denied coverage completely.

  Business Response

  Date: 01/03/2025

  Dear ******,

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

  We understand that as of December 30, your claim was sent to Lemonade's Appeal team for review. 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: 01/03/2025

  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]

   The business is reviewing but has not resolved this to our satisfaction. As explained the sickness submitted for coverage was unique and acute and unrelated to any other sickness  

   

   

   

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

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

  Business Response

  Date: 01/16/2025

  Dear ******,

  Thank you for following up on this matter. We understand that on January 7, a determination was provided for your appeal. Should you have further questions or concerns on this matter, please contact our customer experience team by email at ******************************* or by phone at ************.

  Best,

  Team Lemonade

• Initial Complaint

  Date:12/17/2024

  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.

  Claim : *********** I need to file a complaint **** with someone from the management team. I have had the absolute worst experience with the entire claim process from the very beginning; along with a lack of communication from my ****************** if she respond at all. When she does reply it is only to request the same items that has already been sent to her on 3 different occasions. It is always an excuse as to why she couldnt find it the first time and goes as far as to blame the system stating the documents or inventory list were not attached only to locate them later. Im contacted after 10pm which is way after hours, and when I asked why is that Im contacted so late ******* my specialist literally Yelled at me thats it now youve made me mad Im also contacted on Saturday during a time where if I try to call back I wont be able to get ahold of her due to being outside of business hours. I am a claim specialist for the #1 insurance company and I know for a fact the process should not have gone this way, especially if you have a corporative customer, and Never once did I inquire on when payment would be made, and made sure I provided anything that was asked of me in 24/hr or less. This has been beyond a horrible experience for ******* I treated my claims and customers the way Ive been treated I wouldve been walked out that door by now. Its unacceptable, unprofessional and shows just how much customer service and retention means to **********************. I have been with you all for years and I do mean years and had I known what I know today I wouldve been walked away. I need her off my claim immediately and reassigned to someone whos here to work, at this point Im am beyond frustrated and has asked for a manager on 4 different occasions and am denied every time. I want my call pulled because I guarantee you they will not match up with the file notes. She even went as far as to say she would not my account to Not be worked after 7pm, I never said this.

  Business Response

  Date: 12/30/2024

  Dear ******,

  We sincerely apologize about the frustration this situation has caused and greatly appreciate the feedback you provided. A member from our claims management team will review your concerns and follow up with you directly in the next few business days. 

  Best, 
  
  Team Lemonade 
  
  

• Initial Complaint

  Date:12/13/2024

  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.

  Rented an ****** for 6 months at ***************************************************************. We handled everything thru AVAIL which markets rental insurance thru a 3rd party, called Lemonade. The insurance was supposed to be for the duration of the lease, however, Lemonade is still charging our credit card monthly and while we have email confirmation they have supposedly stopped & policy is inactive, they continue to charge.

  Business Response

  Date: 01/03/2025

  Dear *******,

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

  We understand that on December 12, a member of our customer experience team contacted you directly to address your concerns. Upon further review of your account, we did not identify additional charges beyond the date of cancellation. If you have evidence of being charged in error, please contact us by email at ******************************* or by phone at ************, and a member of our customer experience team will be happy to assist further.

  Best,

  Team Lemonade