Complaints

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:07/07/2025

  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.

  July 3, 2025 I was given a guaranteed initial quote which has been raised considerably. I was unable to load certain documents via their tools on their website. After speaking with an agent from Jerry I was instructed to send them via email. I expect all original quotes be honored and insurance instated immediately.

  Business Response

  Date: 07/16/2025

  Hi ******,
  

  Thank you for the opportunity to respond to your concern. The price difference you mentioned was due to a typographical error during a chat an agent mistakenly entered 449 instead of the correct $49 broker fee. The correct amount was clearly communicated in your official quote. We apologize for any confusion caused by this error.
  We understand the agent clarified this with you, and that youve since moved forward with the policy. Thank you for your trust in Jerry. Were reviewing our internal processes to help prevent similar issues in the future.
  

  Best regards,
  The Jerry Team

• Initial Complaint

  Date:12/09/2024

  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 am writing to file a formal complaint against Jerry Insurance regarding significant premium increases on my homeowners insurance policy, lack of communication, unauthorized policy transfers, and the inability to access my insurance ********** January 2023, I noticed a dramatic increase in my homeowners insurance premium from $848 to $1,747. I contacted Jerry Insurance to address this issue and inquire about the cause, especially since there were no claims, changes to my property, or any increase in the amount of coverage. Despite being told I would be contacted, I never received a response.Additionally, my insurance provider was changed without my knowledge or consent, which is highly concerning. Furthermore, in December 2024, I received notice from my mortgage company that my escrow payments would increase due to another significant insurance premium hikefrom $1,747 to $3,602. This increase occurred again without any claims, changes to my property, or increases in coverage, and while the county assessor indicates a decrease in my property value.Adding to my frustration, I discovered that I cannot access any relevant information or policies through my Jerry account. Their system claims that they do not even offer home insurance in my area, leaving me with no transparency or ability to manage or address the issue.This lack of communication, unauthorized policy changes, and inability to access essential information is unacceptable. I am seeking the following resolutions:-A detailed explanation and documentation of the reasons for these premium increases and adjustment of my policy to reflect fair and accurate premiums.-Clarification on how my insurance provider was changed without my consent.-A refund for the unapproved premium adjustments that were charged without adequate explanation or proper notification.I believe that Jerry Insurances handling of my homeowners insurance policy has been negligent and falls far below acceptable standards.

  Business Response

  Date: 12/17/2024

  Dear Ms. ********************* apologize for the inconvenience and frustration you've experienced with your homeowners insurance policy. We understand the importance of transparency and clear communication, and we're committed to resolving your concerns promptly.  Insurance premiums may vary depending on the estimated cost of rebuilding a home in a specific area, so rates can change on each renewal, but that will always be communicated to you by your insurer and our app will reflect any changes in the cost.  Your policy has been with the same carrier since inception, so there was no change in insurance provider. 
  To address your concern about accessing your policy information, you can chat us anytime and view your policy details in our app.  The insurance carrier sends the renewal and price details each year, directly to you, and lists any changes in rate or coverage.   
  We value your business and appreciate your feedback. Please feel free to contact us directly with any further questions or concerns.

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22660428
  

  Thank you for your response and your acknowledgment of the frustration I have experienced regarding my homeowners insurance policy. While I appreciate your attempt to address my concerns, your reply does not adequately resolve the issues I raised in my complaint. I am rejecting this response because:
  

   

  Unexplained Premium Increases:

   While you stated that insurance premiums may vary due to rebuilding costs, my premiums increased significantlyfrom $848 to $1,747 in 2023, and again to $3,602 in 2024without any claims, changes to my property, or increase in coverage. Furthermore, according to the county assessor, my property value has decreased.  

  Additionally, since filing this complaint, I began a new policy with Foremost Insurance (the same provider) that offers my home additional coverage at over 50% less then the cost of my previous policy. This demonstrates that your generic explanation for premium increases is inadequate. Once again, I request a detailed breakdown of the factors contributing to these premium adjustments. 

  
  Change in Provider:

  Your assertion that my policy has been with the same carrier since its inception is inconsistent with my records. My insurer changed without my consent or notification, which is a breach of transparency. I was required to create new accounts beyond my ******************** account with Farmers, ******, and Foremost. This clearly demonstrates a change in provider.

  Please provide evidence that my policy has remained with the same carrier and explain why I was not informed of any transition, if applicable.

   

  Access to Policy Information:

  Your suggestion to access my policy details through your app is unhelpful. I have already attempted to use the app, which indicates that you do not offer home insurance in my area. This leaves me without a way to view or manage my policy.

  Moreover, communication records in the app demonstrate multiple requests for assistance and a lack of responsiveness on your behalf. If the app does indeed provide this access, please provide clear and specific steps for locating this information.

   

  Inadequate Notification:

  You mentioned that the insurance carrier sends renewal and pricing details directly to me. However, I have never provided my signature or acknowledgment for a premium increase or change in provider. I have not received sufficient or clear notification of these premium hikes or policy changes. This lack of transparency has caused significant financial strain, including a substantial increase in my escrow payments.

   

  Given these points, I reiterate my request for:
  - A clear explanation and documentation of all premium increases.
  - Evidence of consistency in my insurance carrier since the policys inception.
  - A full refund of any unapproved premium adjustments.
  - Immediate access to all policy details, including past renewals and communications, in a clear and accessible format.
  

   

  Until these issues are fully resolved, I will remain dissatisfied with the handling of my policy and the service provided. I look forward to your prompt and comprehensive response.
  
  

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

  Business Response

  Date: 12/28/2024

  I apologize for any confusion regarding your insurance carrier. To clarify, the insurance carrier listed on each renewal notice you receive is the same. I have emailed you copies of your past renewal notices for your reference.
  I understand that you may be disappointed that there are currently no home insurance quotes available in your area through the Jerry app. However, you can still manage your existing policy within the app. I have sent you a text message with a link to your policy details for your convenience.
  I know that premium increases can be concerning. It's important to note that insurance carriers typically send renewal notices ***** days in advance, allowing you ample time to compare rates from other insurers or choose not to renew your current policy. Your signature is not required on these renewal notices.
  Furthermore, the Jerry app displays your latest premium information, enabling you to easily monitor your coverage costs.
  We appreciate your understanding and patience. If you have any further questions or require assistance with your current policy, please don't hesitate to contact us.
  
  

• Initial Complaint

  Date:12/06/2024

  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.

  I couldn't understand why I was paying the amount of insurance I was and then I found a section in their app listing 2 speeding tickets and a driving under suspension all between August 2023 and November 2023. I renewed my license 12/2023. I was told if I got my driving record and submitted it i would then be reimbursed and those items removed. I obtained my driving record and there are no violations on it. I called them back and had advised of my findings only to get the runaround. I canceled that policy 10/30/2024 and went with Progressive and my premium dropped by approx. $80/month. Jerry's then reached out when I was canceling my policy and asked why I didn't go through their app to get the new coverage and I advised them about the erroneous violations on my driving record.

  Business Response

  Date: 12/16/2024

  Dear Mr. ********* I am sorry that there were violations on your record that may have impacted your rate.  Thank you for bringing this to our attention and providing your driving abstract.  I have submitted your document to the insurance carrier and will follow-up with you on their decision.  Please feel free to contact us with any further questions.  Thank you!

• Initial Complaint

  Date:10/22/2024

  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 am filing this complaint regarding misleading payment practices by the Jerry insurance app that have resulted in monetary damages through late fees.Incidents 1. September 21, 2024: - Jerry app displayed payment confirmation - Payment was actually rejected - No notification of rejection until after late fee applied - Result: Late fee charges 2. October 21, 2024: - Identical situation recurred - App showed successful payment confirmation - Triple-checked app to prevent previous month's issue - Payment rejected without notification - Result: Additional late fees ******************* Multiple late fee charges - Risk of insurance coverage lapse - Time lost resolving issues - Screenshots of false confirmations available Requested Actions 1. Investigate Jerry's payment confirmation system 2. Review consumer protection law violations 3. Require Jerry to: - Implement accurate payment reporting - Provide immediate failure notifications - Reimburse affected customers Core Issues The app shows payment confirmations before processing is complete and maintains "paid" status even after rejection. Failed payment notifications are deliberately delayed until after late fees apply. This pattern, combined with the timing of notifications, suggests an intentional design to generate late fees rather than technical error. This practice particularly impacts customers on tight budgets who trust the app's payment confirmations.

  Business Response

  Date: 10/29/2024

  Dear Mr. ******** I am sorry for your frustration. I looked into what happened. I can assure you that your credit card payments made through our app were processed correctly and posted to your account, which is why you received notice that the payment was successful.  However, you were already enrolled in autopay through your insurance carrier, so you did not need to make a manual payment by card each month. The insurer was drafting payments automatically from your checking account. Those are the payments that were returned by your financial institution, resulting in *** fees from the declined checking account payments. There were no late fees applied. Please feel free to reach out to us with any further questions.  Thank you!

• Initial Complaint

  Date:10/16/2024

  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.

  Purchased an auto insurance policy through Jerry app 3/06/2024 and was never submitted to DMV state of CA.

  Business Response

  Date: 10/22/2024

  I am very sorry for your experience, but I can assure you that your policy was in force for the dates shown in your app. Most insurance carriers electronically report coverage to the state DMVs.  This is true for your policy as well.  Just to be safe, I have asked the insurance carrier to report your coverage dates again.  I hope this helps!  Please reach out to us if you have any questions.  Thank you!

• Initial Complaint

  Date:07/08/2024

  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 have my auto insurance handled by the agency JERRY - which operates as an APP. There were 2 payments taken out of my bank account for July. I have tried to contact them. via their app and phone but mo-, answers the messages in the app and ***** calls back either when leaving the call back number. I need the duplicate payment reversed. This is an ongoing issue with them You can never reach them for anything

  Business Response

  Date: 07/15/2024

  Dear ********,

  I am sorry that you were unable to reach us over the holiday weekend.  Your feedback is very important and going forward, our chat team will provide a message if we are closed for the holiday and provide an estimated time of when you will receive a response.  Thank you for giving us this valuable feedback!
  

• Initial Complaint

  Date:07/01/2024

  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.

  The Jerry app has made it impossible to pay my car insurance, and I am about to lapse in coverage with no resolution. My phone number changed, so the app doesn't let you log in until it's changed. That's not an issue, was able to change the number. The problem here is instead of seeing that I am signing into my account, it is saying I'm trying to start new service. Upon going through the prompts, it recognizes I have an account and says to start over and just sign in. Well there is no sign in button Jerry. It just asks for your phone number and loops the whole process. Now, I will be facing a lapse in coverage, higher premiums, and fines and fees from my state. Oh, and I will not be getting offers from other insurance providers because "Non-continual coverage" Contacted Jerry using the only method they offered on the site, no response. Called customer care team, low and behold nobody works weekends.I feel really screwed over right now, especially since I can pay my bill and everything.

  Business Response

  Date: 07/08/2024

  Dear ****,  

  I am sorry that you were not able to access your account.  I have updated your phone number with the number you have provided here, so now you will once again receive text messages from us.  You can easily make payments in our app or directly through your insurance carrier's website.  I have reached out to you to provide you with the next steps and all of your options.  Thank you!  

• Initial Complaint

  Date:05/29/2024

  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.

  So I have insurance coverage from Jerry/************. My car was totaled while it was parked in March or April it is the end of May. This company (Jerry) is still charging me coverage even though they are my insurance company(or partner) that handled my claim. Now they are threatening to increase my premium and cancel my insurance if I don't pay them. Customer service confirms this threat unless I provide them with documents that Jerry or their partner company, ************, I'm sure already has.

  Business Response

  Date: 05/29/2024

  Dear ******,

  I am sorry for your loss, and I hope that you were okay!  I looked at your policy history and am happy to see that your case has been resolved!  The loss vehicle was removed, and a credit will be applied to your billing account.  Please reach out to us with any further questions.  Thank you for being a valued Jerry customer. 

  Customer Answer

  Date: 05/30/2024

   
  Better Business Bureau:

  OK the vehicle is removed. However I have a new problem now. Because the new billing problem has nothing to do with the jeep I accept the fact that you removed it but I will be filling another complaint following this. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/13/2024

  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.

  I went to Jerry for car insurance rate check after seeing an ad. I signed up through Jerry brokering for aspire insurance in September 2023 for my vehicle. On April 29, 2024 I canceled that policy due to no longer having the vehicle and on April 30, 2024 my bank account yet again was debited $56.20 for the insurance policy that was canceled. When calling the company to get my money back I was informed it was taken as a cancelation fee. I looked over all paperwork from Jerry and Aspire and there is no cancelation fee ever mentioned.

  Business Response

  Date: 05/16/2024

  Dear Jerry,

  I am sorry for your experience and want to make sure we get this resolved for you.  All cancelation fees are earned and collected by the insurance carriers, not by Jerry, as outlined in your policy documents.  But I have escalated your complaint directly to your carrier to see if your desired resolution can be met.  Thank you!

• Initial Complaint

  Date:04/16/2024

  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 recieved a message Friday that my auto policy was up for renewal. I tried contacting both Jerry and ************ to arrange the payment however they are only open during the week. I'm unavailable during the week as I'm at work and can't have a cellphone during my 14hr shift which coincides with the hours Jerry and ************ are open. Their automated system tells me to use their website to make a payment or change auto payments. However when you try to do either of these things you get an error message. I also get a message saying that I'll be double charged as I made a payment and can't shut off the auto pay. I just want to talk to someone there so I can pay my bill!!

  Business Response

  Date: 04/22/2024

  Dear ************, 

  I am sorry that you had trouble getting in touch with us or your carrier to make your payment.  I am happy to see that it was resolved, and you are paid to date!  Going forward, you can text us or use our in-app chat feature to get assistance and submit payments, if you're unable to call.  We look forward to being there for you next time you need us.  Thank you!