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:08/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For more than three years, I have remained a faithful patron of Lemonade. On August 1, 2023, I rushed my dog to the emergency room as she incessantly chewed her fur, only to discover that she had developed an allergic reaction to fleas. Unfortunately, the 90-day preventative treatment I had administered to her had worn off. The veterinary treatment amounted to $548, and after deducting my $250 deductible, Lemonade is obligated to reimburse me $298.Regrettably, it has been three weeks since I submitted my claim, and despite numerous attempts to contact them via email and phone, Lemonade has failed to fulfill their obligation of paying me the claimed amount. I have diligently provided all the necessary documents, yet they seem to be taking their time. My claim advisor, *******, is never available for a phone conversation, further delaying the process. At this rate, it appears that I will have to wait another three weeks before receiving the reimbursement I am rightfully owed. I want a credit to my account for the next three months.

  Business Response

  Date: 08/22/2023

  Dear ******,

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

  Due to privacy concerns, we are unable to post a specific reply here for public view. A supervisor has been made aware of this matter and a member from our claims experience team will review your concerns and follow up with you directly in the next few business days. 

  Best, 
  
  Team Lemonade
  
  
  

  Customer Answer

  Date: 09/05/2023

  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 yet to hear back from them since BBB got involved.  Thank you. 

   

   

   

   

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

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

  Business Response

  Date: 09/14/2023

  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 on August 24, a supervisor contacted you regarding the claim decision. If you have additional questions or concerns regarding this claim, please direct them to your claim representative for further assistance.

  Best,

  Team Lemonade 

• Initial Complaint

  Date:08/16/2023

  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.

  Metromile informed me that my monthly base rate would increase by roughly 33%. When I inquired as to what specific factor was contributing to the steep increase, I was told that was proprietary information. The company website FAQ list several factors that impact may impact your rates. For a company that touts consumer transparency, unexplained rate increases are not best practice.

  Business Response

  Date: 08/16/2023

  Dear ***,

  We sincerely apologize about the frustration this situation has caused and sincerely 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 Metromile 

• Initial Complaint

  Date:08/15/2023

  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.

  A client of lemonade that has rental insurance with them caused water damage to my home. The damage made my home inhabitable. I was home recovering from a double mastectomy due to my breast cancer when this problem happened. I am still recovering and not working. I called lemonade insurance company to file my claim since July 21, 2023 and have not received a call from an adjuster. I was told they would reach out to me within ***** hours. I called their client on July 27, 2023 to tell them their insurance company still had not reached out to me. They called their insurance and stated a lemonade adjuster would be reach out to them within ******************************************************* their insurance company. My home was inhabitable due to the water damage. I had water in my two bathrooms. I wouldnt have access to a restroom and all this was explained to the the person that took my call at lemonade insurance company. I explained my health issue and I told them I had to move out of my home due to the water damage. I would appreciate if you can try to help me resolve this with them. I emailed them last week explaining this whole situation again and still no call from them. Im displaced at this time. My daughter and I had to move in with a relative since there was no way I would find a place in four days. I had to move out in four days and put all of my things in storage. Lemonade need to pay for my storage moving supplies and food moving truck and loss wages to my daughter for missing work while having to pack and move our things. And reimbursement for my high SDGE bill.

  Business Response

  Date: 08/16/2023

  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. The representative handling this claim as well as a supervisor have been notified of this matter and a member from our claims experience will follow up with you directly in the next few business days. 

  Best, 
  
  Team Lemonade
  
  

  Customer Answer

  Date: 08/16/2023

  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:

  The company sending an apology isnt resolving my complaint. I have not heard from them in 30 days  I emailed them last week and explained my frustration to them as well and no phone call yet. I need reimbursement for my expenses and a call from an adjuster  to get this process going. 

   

   

   

   

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

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

  Customer Answer

  Date: 11/01/2023

  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]

   She calle me me and left me a voice message  I returned her call and I forwarded her all my documents by email. After sending her all of my items she said she would review my documents and get back to me shortly. She just got back to me yesterday after I called her and left her numerous messages and numerous emails.  Per insurance adjuster she said she was out of town. She said she reach our out to me one time by phone  but I dont have any missed calls or voicemails from her. 

   They only want to reimburse me partial amounts for two months on my storage unit. I am not happy at all with the lack of communication and the time they are taking with my claim 

   

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

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

  Business Response

  Date: 11/08/2023

  Dear *****,
  
  We are truly sorry that our initial response did not address your concerns. 
  

  As mentioned in our previous response, we are not able to post specific replies here for public view due to privacy concerns. However, we have reiterated this request to our team and a member from our claims team will contact you you directly within the next business day. 

  Best, 
  
  Team Lemonade 
  
  

  
  

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim for my couch being destroyed by my neighbors child which falls under the vandalism clause in my insurance. The ai flagged me and sent it to an adjuster. The adjuster ****** did not attempt to contact to gather more information to review or ask any questions before denying me just sent me an email stating damage due to scissors is not covered, if someone destroyed my stuff that is vandalism and it is covered . I then spoke to her and said I could get a police report and she state d it would still be denied as that it a civil matter which is ridiculous. Lemonade claims they go off the the langague in the policy but they do not. They simply pick and choose as this is a covered peril and they should pay out. They refused to let me speak to a supervisor stating someone would contact me and that never happened

  Business Response

  Date: 08/14/2023

  Dear *******,

  We sincerely apologize about the frustration this situation has caused and sincerely 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 experience team will review your concerns and follow up with you directly in the next few business days. 

  Best, 
  
  Team Lemonade 
  
  

  Customer Answer

  Date: 08/16/2023

  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:The lady who I spoke with, ****** was very rude and didnt listen to my concern. She stated I needed to file a police report, which I did, after repeatedly explains to her that the couch was intentionally cut up by someone and that falls under the vandalism clause in my insurance she stated I was holding her hostage. She then claimed to have a reviwed it yet still denied me. The company refused yet again to explain how intentional damage does not fall under vandalism or malicious mischeif. The age of the person should not be a factor. I need some actual answers and resolution in this matter because the decision is incorrect and no one will listen to me. I pay every month for coverage and they refuse to cover me

   

   

   

   

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

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

• Initial Complaint

  Date:08/09/2023

  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.

  The first two calls to file a claim resulted in the ************* me the wrong phone number. Yes, twice they gave me a phone number for the adjuster that goes to a rebate company. A third time I was able to get them to give me the correct phone number and email address. I have contacted the claims agent ********************** through email and also left a voice mail - he does not answer his phone. He has not returned my calls or replied to my email. The Metromile insurance company doesn't seem legitimate and seems trying its best to avoid claims. I have dealt with other insurance companies such as State Farms, Farmers, and AAA. They all returned a call or arrange for an inspection within one business day. I'm filing a complaint hoping someone can help me reach out to them. The company's main phone# is ************, in case you were unable to reach ********************** (or the person does not exist nor works for the company). When I look up his name in LinkedIn, the profile says he works for Progressive Insurance, not Metromile.

  Business Response

  Date: 08/09/2023

  Dear ******, 

  We sincerely apologize about the frustration this situation has caused and sincerely 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 Metromile
  
  

• Initial Complaint

  Date:08/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 20,2023 is the date I started using Metro mile car Insurance, I was told it is $25.00 a month if I stayed in the city and never went over 250 miles. I never went over 250 miles but my monthly cost went up to $60.00. The offer is for people that do not drive much more than in the city.I called Metro Mile to ask why this cost went up, but I was told to call a different number but the number given to me was disconnected. I did continue paying the increased amount, I would like a reimbursement. But they have canceled me effective July 2, 2023. Can you help me get a answer or resolution to this problem and reimbursement? Thanks so much. ***********************

  Business Response

  Date: 09/06/2023

  Dear ******,

  We sincerely apologize about the frustration this situation has caused and sincerely 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 Metromile 

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying premiums for pet insurance for my dog for 6 years. In that time period, the premium amounts have been increased 500%. I paid for coverage for procedures necessary due to accident and illness. My dog chewed a rock and broke two back teeth and developed an abscess. I took her in to my vet and she had to be put under and have them extracted. It cost me $1300. I filed a claim with lemonade and they are now refusing to pay it, claiming her cracked teeth were due to periodontal disease. Periodontal disease does not cause cracked teeth. I expect them to pay my claim.

  Customer Answer

  Date: 08/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear ***/Madam - Our homeowner insurance policy was canceled by the Company without proper notice by the end of May 31. We find out today by only noticing there has been no monthly charge for the premium and called the Company. We were told by the customer service today the ******************** sent emails to us in the past, but has not heard back from us. We have checked the email and has found one email sent in Feb in the Junk email, which was never opened. More importantly, We have also not received any phone calls, regular mails, or app notification (the Company claims it is a technology company, and we bought our insurance through the app). This leave us in the limbo as we are required to have insurance by our mortgage carrier. The Company also refuses to cover us now because of the lapse, which we did not find out until today by reaching out to the Company ourselves, with no mail, no phone call, and no email we actually opened.... We have not filed any insurance claims, or have any dealing with the Company other than paying our premiums always on time. We also called around today in panic and other insurance companies told us they do not generally cover homes with lapse in insurance. We respectfully submit the lack of proper notice from the Company leads us to this limbo, and ask BBB's help to resolve this. Thank you so much!

  Business Response

  Date: 08/16/2023

  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:08/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with Lemonade after some of my personal property was damaged on the Uhaul during a move from ************ to **********. In addition to the adjuster ***** taking nearly two weeks to make initial contact, my claim was denied before he even read the policy. My policy covers the standard perils, specifically vehicle. The vehicle portion is vague and left to interpretation, not very well-stated and no one at the Lemonade Insurance company could tell me that I should specifically not be covered due to my items being damaged in the vehicle. I spoke with four agents while waiting that two weeks for ***** to deem my claim worthy of response. On July 31 ***** decided to tell me my claim was being denied due to not involving a covered peril yet no one could tell me what vehicle involves as far as Lemonade. Also there is an expectation that the policy would cover my belongings where they are. This language is not specifically spelled out to exclude damage during transit so I felt justified filing in the first place. Steer clear of this company. They are not out to protect the consumers and dont understand their policies. I am sure what is clear in black and white will prevail however I cannot get anyone to review the claim without bias. I am reaching out via BBB in hopes of getting a resolution in the form of compensation I am legally and rightfully entitled to.

  Business Response

  Date: 08/09/2023

  Dear *** *****,

  We sincerely apologize about the frustration this situation has caused and sincerely 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:07/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am supposed to have a $10 a month payment for my renters insurance. This company is charging me multiple times a month and charging more than what they say they will. I am living in ******. There is no sales tax in this state. Lemonade needs to tell me why theyre taking this money, why theyve been doing it for months, and when I can expect it back into my account because this is fraud. Next step is contacting fraud department at my bank.

  Business Response

  Date: 08/16/2023

  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