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.

close

Find a Location

Lemonade Insurance Company has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/08/2024

  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.

  I am writing to express my deep concern and frustration regarding a weather claim I filed on June 1st for damage caused by the Derecho Storm on May 28th in the *** area. My personal property was significantly affected by the storm, and despite providing all necessary documentation, my claim was denied on June 14th by my adjuster, *******************************, who stated that the damages were not storm-related.Since the denial, I have been diligently trying to speak with a supervisor to address this issue. I have called numerous times and sent multiple emails to *******, requesting a supervisor's intervention. I have spoken with ****, ******************, and several other representatives, yet not one supervisor has returned my call.I have been a loyal Lemonade customer for over five years and have never experienced such poor customer service. In 2019, I filed a similar storm-related claim which was paid without issue, so I am baffled by the current situation. My apartment manager has also provided detailed reports of the damage, repair documentation, and a weather report from the day of the storm. They have also reached out to request a supervisor's call and email, but to no avail.I am seeking assistance to resolve this matter and have my claim paid in the amount of $1893. The lack of response has not only been frustrating but has also shaken my confidence in Lemonade's ability to handle future claims. I do not want this experience to happen to anyone else, and I am concerned about the reliability of my coverage going forward.I would like a supervisor to call me back so that they can assist me with my claim and help do the right thing. No one should have to go through this as a customer.

  Business Response

  Date: 07/22/2024

  Dear ****,

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

  We understand that on July 16, a claim supervisor has been in contact with you to address your concerns and on July 17, payment was issued for the loss. If you have additional questions or require any further assistance, please contact the claim supervisor by email at ******************************* or by phone at ************.

  Best,

  Team Lemonade

• 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.

  Lemonade won't accept my new debit card to pay my monthly bill, even though it's the same bank and type of debit card as the last one, they are saying they don't accept that type of card. I don't have an alternative to pay for my renters insurance, they seemed lazy, and apathetic, there's no legit reason to turn down a replacement debit card. I've been using this same bank debit card for 17+ years so their website is cheap, and won't allow the slightest difference.

  Business Response

  Date: 07/22/2024

  Dear *****,

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

  According to our records, the recent card that was used for your Lemonade policy was identified as a pre-paid card. Unfortunately, Lemonade's system does not accept pre-paid cards and a bank-issued credit or debit card is required. If you have an alternate bank-issued credit or debit card that you would like to utilize, please contact our customer experience team by email at ******************************* or by phone at ************ and they will be happy to assist further.

  Best,

  Team Lemonade
  
  

• Initial Complaint

  Date:07/03/2024

  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.

  Ive been a customer since 2019. My policy has auto renewed every year. This year they did not automatically renew my policy. I called and spoke with a rep who told me that they sent an email on 3/27/24 that had a link that had to be clicked by 4/3/24 be a use I didnt do the check up my policy did not auto renew. I now have to complete a new policy to be insured. My policy ended 6.21.24 but they received a payment on 6.26.24. Now I have to get the refund for the payment of a policy no longer in place. Its completely unprofessional and poor customer service for this to be handled in this way. To cancel my policy and then be told they cant renew my old policy is unsatisfactory. I never had issues with Lemonade before in fact I recommended them all the time because my experiences were so great with them. They were no help and the rep just kept apologizing and she would raise my concerns. She could transfer me to a supervisor or fix the problem.

  Business Response

  Date: 07/16/2024

  Dear ********,

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

  We understand that on July 5, member from our customer experience team advised that the policy expiration which occurred was a result of an internal system error and is currently being rectified. Once this matter has been resolved internally, you will be provided a copy of your 2024 policy expeditiously.

  Best, 
  
  Team Lemonade
  
  

• Initial Complaint

  Date:07/02/2024

  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 initiated an insurance claim through Lemonade's app in late April 2024. Due to my disability, gathering the necessary documentation took time, causing the claim to expire. Contacting customer service was challenging; once reached, I provided all claim details. The incident prompting the claim occurred as follows, communicated to Lemonade's representatives: On 7/13/22, my allergist informed CSUMB housing that my unit's carpet needed removal for medical reasons. On 11/25/23, my Rheumatologist stipulated to housing that due to my physical limitations, staff must relocate all my personal belongings if I were to vacate during the carpet removal.CSUMB complied with these medically documented requirements, commencing carpet removal a & item relocation on 4/8/24. Upon my return to the unit on 4/22/24, I discovered damage to several personal belongings. Despite numerous attempts to address this with CSUMB, no response was received. The damage constitutes vandalism by CSUMB parties handling the unit and belongings.Following submission of this information, I was informed that my claim did not qualify, which I found unreasonable. Subsequent communications with Lemonade, resulted in varying explanations aimed seemingly at avoiding claim processing. Despite requesting a callback from a manager, I never received one.The claim denial cited "third-party movers not covered," which is inaccurate as no third-party movers were involved or compensated. The relocation was necessitated solely by my disability status, highlighting potential discrimination, *** violations, Civil Rights infringements, & financial exploitation of a dependent. Denying a claim on grounds that misrepresent the situation (involvement of third-party movers) is unjustifiable.I insist on the claim's processing and adherence to *** and Civil Rights laws. Please advise on how best to proceed & what additional information may assist in resolving this matter promptly.

  Business Response

  Date: 07/12/2024

  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 
  
  

  Customer Answer

  Date: 07/16/2024

  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:

  Unfortunately, this does not resolve the current claim with BBB. I do ask that it still try to be resolved through BBB as this has already taken 3 months with no resolve. 

  
  

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

  Customer Answer

  Date: 07/30/2024

  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:

  I have filed a complaint with the Department of Insurance for further review of your overall business practices, that does not by any means mean that this case is resolved. 

  On the contrary, this case has not been resolved and Lemonade continues to find ways to deny this claim, siting several different reasons so far. 

  I request that further action be taken.

  Thank you, 

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

   

  
  

  Business Response

  Date: 08/08/2024

  Dear *******,

  Thank you for following up on this matter. On July 30, your concerns raised with the ********************* of Insurance were addressed with the department directly.  Upon further review of the claim, it was found that the determination was appropriate. If you have any additional questions or require any further assistance, you may contact your claim representative by email at ******************************* or by phone at ************.

  Best,

  Team Lemonade

• Initial Complaint

  Date:07/01/2024

  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.

  Home insurance company has been insuring my home for the past 2-3 years. I have paid on time and never submitted a claim, This year- they asked me to email them information about my home which I did. Then they said they would decline covering me because of the age of my roof, This makes no sense as this was not an issue in prior years and they argued it was because of tree obstruction (there is none) and because I have tile roof over 15 years old (10% of roof is tile and was never issue before). I asked them to have someone inspect in person and they declined.

  Business Response

  Date: 07/12/2024

  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 
  
  

  Customer Answer

  Date: 07/22/2024

  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:07/01/2024

  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.

  Good morning, *************)I would like for ********* to give me some detail information on what l did wrong to have my policy terminated, l personally think that you're doing it due to the accident that l had, and since l have been with your company and as you well know none of the accidents were my fault that why l never had to pay the people who hit me, and the one incident where they tried to steal my vehicle last year in July l had to pay over a thousand dollars for that out of pocket. Other than that l have always paid my monthly premium charges, and there was a glitch a few months back that my card was compromised, and you could not take the payment, but l immediately put the new card and my insurance was paid as always.And it seems since your company had to pay the $50,000 recently due to the accident on 12/12/2023 things have changed with your dealing with me, now other than that your company should realize that is just the cost of doing business with all of your consumers who is insured with your company and for your company to all of a shutten meaning *********/Lemonade says out of the "Blue sky well we don't want to do business no more" because you had to pay out for an accident. So my next move is to contact your CEO ********************* CEO, ****************************** and ******************* and ******************** and *****************, ***************************** and ******************* and email them and forward this email to them and once l contact them l will also forward this letter your Attorney General in *************, ********** and ********, ** I am also emailing Lemonade CEO ******************************* and *********************** and ***************** and *************************** and ********************* and ****

  Business Response

  Date: 07/12/2024

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

  Best, 
  
  Team Lemonade 
  
  

• Initial Complaint

  Date:06/28/2024

  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.

  Incident date 06/26/2024 I paid ******** out of pocket for new hotel stay. Current hotel I was staying that was being cover by Lemonade insurance confirmed that me and my family had to be check out date on 07/01/2024. I never received a call from my adjuster to notify me about early check out date 06/26/2024 I was notify by hotel. I had to leave work and figure out where to go in a matter of 2 hours from check out time and pack my belongings with a child.Lemonade insurance hasnt provided with no customer service or assisted me with this hard difficult time Im going through. All Lemonade and adjuster done is give me stress, anxiety and sleepless nights. Lack of communication from Adjuster and misleading information since I filed the claim 05/20/2024. I spoke to two different mangers, and none take my situation serious or found a resolution. They dont care as my insurance to assist me in anything.The claim is due to water damage in my home that till this moment is unlivable and refuse to assist in any way even when i was advised to increase my Loss of use amount.

  Business Response

  Date: 07/11/2024

  Dear ****,

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

  We understand that through the duration of your claim, it was advised that coverage would not be able to be afforded beyond the loss of use policy limit in effect at the time of the loss. Once a policy limit is reached, unfortunately, additional coverage cannot be provided. If you have additional questions on this matter, you may direct them to your claim representative or their supervisor via email ********************************* or phone *************) and they will be happy to discuss with you further. 

  Best, 

  Team Lemonade
  
  

  Customer Answer

  Date: 07/15/2024

  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:

  I'm not satisfied with this response because it never addresses the horrible customer service, misinformation and miscommunications, I receive from my assign adjuster when I had spoken with a supervisor requesting a new adjuster. I feel as a customer of ********************** my concerns where never addressed or explain to me properly and also very inconsiderate of my situation. I felt rush and unheard on the phone whenever I spoke with my adjuster. I just want to make it clear that his company cause me a lot of stress and sleepless nights.

   

   

   

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

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

• Initial Complaint

  Date:06/28/2024

  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.

  5/14th I had a water loss - filed a claim and received call from, ****, he informed me on the process which I followed. He stated that I didnt need my receipts but contact merchant to get cost, model number etc.I provided cost for my replacement 6/25 i was informed my claim was closed I was being awarded roughly $3200 after deductible of $500. They disregarded the leg work the many phone calls and hours I spent to get this information. I immediately asked why the difference and he expected me to waste more time and asked if I purchased online possible I have a receipt in my email.Upset as I purchased my furniture at a showcase off a catalog, and provided Company. name Process was handled poorly and unfair! Loss -

  Business Response

  Date: 07/11/2024

  Dear *******,

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

  We understand that on June 26, you were advised that receipts or proof of purchase were required to provide additional reimbursement for your items. If you have any form of documentation which supports the value of the items you are seeking additional funds, please provide them to your claim representative via email at ******************************** and they will be happy to assist further.

  Best,

  Team Lemonade,

• Initial Complaint

  Date:06/28/2024

  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 entered into an agreement with Lemonade insurance with the understanding that my dog's pre-existing conditions would not be covered. The pre-existing conditions are cystitis and hematuria. Fast forward to YEARS of paying lemonade premiums until my dog developed urine retention and subsequent decrease urine output. He was ultimately diagnosed with bladder stones. Lemonade decided to reject the claim by implying a causation, saying that the previous urine studies showed crystalluria, and therefore MUST mean that my dog had bladder stones before. Therefore this was labeled as a pre-existing condition. However, crystalluria does not equate to bladder stones. My dog was never diagnosed with bladder stones prior to initiation of the policy. I was never informed by my vet or Lemonade. Essentially, my grip is that lemonade unethically tries to deny claims by making inaccurate assumptions. They will use vague symptoms and extrapolate to relate to as many medical conditions as possible to reject claims. For instance, a dog can have a cough as a puppy. Fast forward a decade later, and the dog has lung cancer. They can then say "oh the cough is a symptom of lung cancer, and therefore lung cancer is a pre-existing condition"

  Business Response

  Date: 07/11/2024

  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

• Initial Complaint

  Date:06/28/2024

  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.

  I purchased a policy with lemonade in May of 2023. In January of 2024 I had to file a claim. **************** was the worst I have experienced from day one. However, my bigger issue that I don't believe they train their claims team nor are many policies that they say they have actual polices. I was told my first claims rep that I was covered for much more of my loss of use coverage than another claims rep told me. My first rep never answered his phone, literally not once. I had to email him constantly to keep up with my claim and all he would ever respond was with "I'm working on it" or I would get an out of office response. Finally I was provided a new rep. **** rep was also rude, but more importantly he provided very different information than the first rep. I explained many times that my first rep told me a part of our grocery costs would be covered under our policy. He told me the opposite. We went back and forth a few times. I asked for the documentation showing exactly what the policy is using specific terms he was using. He was unable to provide documents showing specific coverage or lack of. He couldn't back up their so-called "policy" at all. He wrote an email and said something along the lines of "that ends that". Clearly trying to get me off the topic because he had no evidence to support their "policy". If a company does not have their policies in writing they should not be able to enforce said policies. It was his word against someone else's. A decent customer service person would offer to meet in the middle somewhere since I was provided false information up front and have struggled so much with the company as a whole. But there was nothing. There is true incompetence within this organization and as someone who has worked in the insurance industry before their training practices need to be vastly improved.

  Business Response

  Date: 07/11/2024

  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