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Business Profile

Insurance Agency

Lemonade Insurance Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Agency.

Complaints

This profile includes complaints for Lemonade Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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Lemonade Insurance Company has 3 locations, listed below.

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    Customer Complaints Summary

    • 587 total complaints in the last 3 years.
    • 244 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I file a claim and its has not been honored on the contract.. I hav sent in all supporting documents that was damaged.. Only for them not to honor their contract. And was sent $38 for all loses , which i had to keep rebutting and still there was not a reasonable resolution in the matter Fur Coat , LG3 phone Dyson vacuum , inflatable king matres and other items that wasnt able to upload

      Business Response

      Date: 10/14/2024

      Dear ******,

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

      Upon review, it was found that after application of your policy deductible and the policy's sub-limits for select high value items, the payment issued for your loss was appropriate. We extend our apologies again for any inconvenience or frustration this has caused. If you have additional items damaged from the incident that you intend to claim, documentation for those items may be sent to your claim representative for review.

      Best,

      Team Lemonade

    • Initial Complaint

      Date:09/12/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I cancelled my pet insurance policy the day after I got it. I have been owed a refund of $37.95 since the beginning of August. They told me that the refund could not go through yet they refunded $1.05 of the $39.00 successfully and could not provide me with an explanation as to why the rest could not or was not refunded. I have been calling for two weeks now and they keep telling me they have forwarded it to their team, but I never get a refund and they still tell me they are working on it. They still have no explanation as to why a refund has not been processed, yet they do admit $37.95 is owed to me.

      Business Response

      Date: 09/20/2024

      Dear ******,

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

      We understand that as of September 17, your refund was successfully processed. We extend our apologies again for any frustration this delay has caused. If you have any questions or require  further assistance, you may contact us by email at ******************************* or by phone at ************

      Best, 

      Team Lemonade

      Customer Answer

      Date: 10/07/2024

      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.

       

       

      ************ has been resolved.  The company finally refunded all my money after a month's time

       

      --

      Blessings,

      ****** ****

       


       

    • Initial Complaint

      Date:09/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I switched to lemonade for my home and car insurance after it was advertised to me. I set up the car insurance but while doing the home insurance the automated system decided the fire district is inadequate and denied coverage. I attempted to discuss the situation with and underwriter to see if they could look at it manually. I called the support number and they told me to email them to reach underwriting. I emailed them and was told I needed to call. Theyre just running me in circles and refusing to even look at the situation.

      Business Response

      Date: 09/20/2024

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

      Best,

      Team Lemonade

    • Initial Complaint

      Date:09/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of Transaction: 6 September 2023 Lemonade refused to cover a $1,772.13 vet bill because my dog had an ear infection and an itch during the waiting period when she was a puppy (our puppy was in a new environment.. of course it was going to react to the new environment) and the original vet confirmed it was due to water getting into their ear during a bath but lemonade classified it as a pre-existing condition for allergies. Our dog had an allergic reaction to the food it was fed since it was a puppy and we had to blood work and other extensive, expensive testing, as well as buy specialized food. Even with clarification from the vet that the ear infection and itch was not due to allergies, Lemonade didn't care and denied the claim.

      Business Response

      Date: 09/20/2024

      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: 09/24/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      Their response is generic and reiterating information that was already provided regarding the claim. They are still making assumptions and interpreting the information beyond the facts that were provided.

       

       

       

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


      Sincerely,

      ***** ******




       

      Business Response

      Date: 10/03/2024

      Dear *****,

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

      We understand that you have been in contact with our claims team regarding the claim determination and on October 1, you requested to speak with a supervisor. Please allow 1-2 business days for a supervisor to review your concerns and follow up with you directly.

      Best,

      Team Lemonade

    • Initial Complaint

      Date:09/09/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been trying since mid August to have Lemonade Claims send me my check for water damage to my house. I reviewed past email communication and resent a copy of the original contractor quote for the company that did the work as this last email communication was that they needed this to get additional monies paid to me. I had to pay out of pocket over ****** dollars for the work. Lemonade claims person i was originally working with was going to have the check made to me since the work had already been done, the work verified completed and they had the paid by me final bill from our ************* has now been over four (4) weeks, over 8 phone calls and over 50 emails from me to Lemonade with only one communication via email saying to use a partial check they sent from over two years ago (that was not received). Since that single email no one will reply. Therd is no way to get ahold of anyone to get this matter resolved. Calls to the general systems say they will call back in 24 hours but not one call or email. There is no way work with this company on this matter. I have asked to have a manager help. they dont have any that can be contacted per the general call in *****

      Business Response

      Date: 09/20/2024

      Dear ****,

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

      We understand that as of September 12, payment for your claim was successfully issued to you. We apologize again for the trouble you experienced receiving this payment. If you have any questions or require further assistance with this matter, please contact us by email at ******************************* or by phone at ************.

      Best,

      Team Lemonade

      Customer Answer

      Date: 09/30/2024

      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:09/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a pet insurance policy and lemonade salesman misrepresented what would be covered in the policy when asked specific questions. I filed a claim for my pet in September 3, 2024 and provided a detailed itemized receipt of the emergency visit charges. The claim was denied due to my cat being constipated they considered was a pre existing condition. Prior to purchasing this policy I asked the representative if in any event my pet became constipated again and needed emergency care would it be covered and I was told yes 90 percent would be covered under his plan. Emergency visit charge or any other miscellaneous charges were not reimbursed and the entire claim was denied. This is misrepresentation of a product and Im asking for reimbursement as promised when I purchased this policy. I started paying them in June, 2024 ***** per month. I would like that to be reimbursed as well. I will provide the receipt and a copy of what they claimed would be covered.

      Business Response

      Date: 09/20/2024

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

      Best,

      Team Lemonade

    • Initial Complaint

      Date:09/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I insured my old car 1993 ****** Camry in 2019 with Metromile Auto Insurance Company until 2024. I started having problems not receiving details of premium charges. I found out that the pulse device is not transmitting to their system. I seldom drive the car for I have sight impairment, that I only drive it half a mile to the nearest Grocery Outlet in my neighborhood for at least once a month. I called them to replace pulse device because it is defective. They agreed to send me replacement after few weeks, then when I connected device to my car still was not connecting to their system. I returned the old one and the new bad one and asked for another device. After few days, I received another replacement and plugged it in my car and tested it, still does not work. I called them again to let them know, I was told to test it to other cars, maybe my car has defective port. I used my daughter's car to test it but does not work either, she investigated the device and she found out that the plug in wire has a missing part. I let Metromile know and returned the device again. The third time that I have been waiting for replacement, they gave me ***** period of 2 weeks until I receive new replacement. I was so frustrated of waiting so I decided to cancel my policy. That's when I found out that they sold their company to Lemonade Insurance Company. So I called Lemonade company on 8/13/24 and cancelled my policy and they will cancel it effective 8/20/24. Everything could have been okay, but I soon found out that Metromile sold their company to Lemonade and around that time they charged and penalized me for $90.75 while device problem was given ***** period until it's fixed. I had no knowledge until I called them complaining about the charges. So now I had to deal with Lemonade who did not notify me soon after the acquired Metromile, penalized charges of $117.00 I need refund please. Thank you.Sincerely,***** *****

      Business Response

      Date: 09/18/2024

      Dear *****,

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

      We understand that on September 5, a refund was issued for the charges billed to you in error. If you have yet to receive this refund, please contact us by email at ******************************* or by phone at ************ and a member of our customer experience team can assist you further.

      Best,

      Team Lemonade 

    • Initial Complaint

      Date:09/04/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I cancelled my renters insurance and was given a receipt indicating a refund has been issued. My bank has still not received this refund, and I believe this my be intentional, as 3 years ago I also failed to receive a refund under the same circumstances.

      Customer Answer

      Date: 09/04/2024

      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:08/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear BBB,I am writing to file a formal complaint against Lemonade Insurance regarding their handling of my homeowner's insurance claim (Claim #**********). The claim pertains to a Category 3 water loss event involving contaminated water, which occurred at my residence on 9/4/23. Despite multiple attempts to resolve the issue, Lemonade Insurance has failed to take appropriate and timely action, thereby putting my family's health and safety at risk.Background and Claim History:On December 25, 2023, I contacted SERVPRO of ******************** to assess the damage. The Executive Director, ****** ***********, conducted an extensive review and determined that additional remediation work was necessary. He provided a detailed letter and updated estimate, specifying the required supplemental work in various areas of the property.Specific Issues:Repeated Miscommunication and Delay: Lemonade Insurance has claimed to not have received the video of the flood on the day of the loss over five times, despite written acknowledgment of receipt. This has resulted in unnecessary delays spanning several months. Failure to Follow ***** Guidelines: The proper handling of a Category 3 water loss is clearly outlined in the ***** guidelines.Inadequate Mitigation Measures: SERVPROs findings indicated that additional work was necessary to properly remediate the property. Lemonade Insurance has ignored these professional recommendations. The failure to remove contaminated materials, such as the bathtub and newel post, is unacceptable and poses a serious health *********** Risks to Children: My home includes very young children whose health is being compromised The dangers of exposure to Category 3 water are well-documented and include life-threatening toxigenic agents and pathogens.on June 6th and submitting all necessary documentation on April 5th, Lemonade Insurance informed us that ****** only confirmed acceptance of the assignment three days ago.

      Business Response

      Date: 09/27/2024

      Dear **********,

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

      We understand that in response to your concerns, a reinspection of your residence was conducted and several additional payments were issued for repairs. As of September 23, the claim representative is awaiting proof of repairs to release any additional funds owed. If you have additional questions or concerns on this matter, you may contact your claim representative by email at ******************************* or by phone at ************.

      Best,

      Team Lemonade

    • Initial Complaint

      Date:08/22/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On August 15, I went through Lemonade insurance to receive renters insurance coverage for my new apartment. Got through the application process and when it was time to process my payment they stated it didnt go through so instead of trying again(thankfully) I went to my discover account to notice that they in fact charged my card $22.42. Of course Im like okay you charged my card so wheres my policy. Called lemonade customer service with zero help from them. I told them that I would either like a refund or a policy. They first said they could do neither because theyre was no proof of payment but then later came back and stated their was. I then stated again I want a policy or refund and she stated that i would have to dispute it with my bank. They assured me that they would get back with me. Well August 19 rolled around called my bank to dispute the charge and no luck there either, so called back lemonade and the girl still has not gotten back with me on the policy that I no longer need as I went through another company. But then magically after getting off the phone with her a policy pops into my inbox. I emailed and told them I no longer needed the policy and wanted a refund once again. Then even went online to cancel the policy at this point did not ask for. I canceled this policy Monday August 19th and still have not received my refund of $22.42 nor an email back on an update from them.

      Customer Answer

      Date: 09/16/2024

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Lemonade Insurance Company has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    Lemonade Insurance Company is NOT a BBB Accredited Business.

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