Horrible horrible horrible.
My dog had a totally minor claim within our coverage, nothing that would even get past the deductible. They kept asking for the same documents, claiming they couldn’t read them even though I could open and see them perfectly. Then 2 months later decided to deny for no reason. Regret ever switching to this company
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They silently canceled my car insurance leaving me uninsured!
They canceled my car insurance almost silently, after explicitly telling me it would auto-renew! I went 45 days without car insurance before realizing it. My premiums are going to be increased for years. And when I reached out to customer service (via text—they don’t offer live voice support), I was basically told, “Sorry, we messed up. But there’s nothing we can do about it. Would you like to sign up for a new policy with us?”
The longer story:
My policy was to renew on June 6. I had autopay set up and it had auto-renewed before. On April 9, I received a mysterious email saying I needed to provide a copy of my husband’s driver’s license by April 19. There was no explanation why and no warning that failing to do so would prevent renewal. I received one follow-up email on April 13. I forwarded it to my husband, who unfortunately missed it. On April 19, they emailed that because we hadn’t provided the documentation, they could no longer insure us. That was the only notification. I also missed that email.
Then on May 27, I contacted them asking whether my policy would auto-renew on June 6 and what I should do since I was moving out of state on July 1. I was told it would auto-renew and to keep it until I obtained a new policy in my new state. There was no mention that my policy had already been marked for cancellation. After that, there were no reminders that the policy was about to expire or had expired—not through the app, email, or text.
Meanwhile, the company sends plenty of notifications when you disable location services because they want your data. But notifying customers that they’re about to lose their car insurance—and lose their business—apparently isn’t a priority.
This was an unacceptable series of failures on their part (poor communication plus misinformation) that left me unknowingly uninsured for 45 days. Stay away!
The longer story:
My policy was to renew on June 6. I had autopay set up and it had auto-renewed before. On April 9, I received a mysterious email saying I needed to provide a copy of my husband’s driver’s license by April 19. There was no explanation why and no warning that failing to do so would prevent renewal. I received one follow-up email on April 13. I forwarded it to my husband, who unfortunately missed it. On April 19, they emailed that because we hadn’t provided the documentation, they could no longer insure us. That was the only notification. I also missed that email.
Then on May 27, I contacted them asking whether my policy would auto-renew on June 6 and what I should do since I was moving out of state on July 1. I was told it would auto-renew and to keep it until I obtained a new policy in my new state. There was no mention that my policy had already been marked for cancellation. After that, there were no reminders that the policy was about to expire or had expired—not through the app, email, or text.
Meanwhile, the company sends plenty of notifications when you disable location services because they want your data. But notifying customers that they’re about to lose their car insurance—and lose their business—apparently isn’t a priority.
This was an unacceptable series of failures on their part (poor communication plus misinformation) that left me unknowingly uninsured for 45 days. Stay away!
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Spy Software
They do not disclose and make it clear in advance that this insurance requires 24x7 tracking of your precise location and health and fitness data, even when you are NOT in the car you are insuring. If you don’t give the Lemonade app access to all your information, the rates go up double, triple and increase exponentially.
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Annoying Format
Gotta start off by saying that the service provided is great, and the prices are perfectly fair. I use Lemonade for renter’s insurance as well as pet insurance.
That said, there is no option to just go in and change the policy with a dropdown menu, it forces you to “talk” to a scripted series of text conversations. It is the most annoying and infuriating thing I have ever experienced.
Hey, Lemonade QA team, here’s the actionable insight:
IF THERE WAS AN OPTION TO TURN THIS OFF, I WOILD RATE 5 STARS AND RECOMMEND TO EVERYONE I KNOW.
Christ Almighty, I don’t even want to talk to my neighbors, why do you think I would want to “talk” to my insurance app?
That said, there is no option to just go in and change the policy with a dropdown menu, it forces you to “talk” to a scripted series of text conversations. It is the most annoying and infuriating thing I have ever experienced.
Hey, Lemonade QA team, here’s the actionable insight:
IF THERE WAS AN OPTION TO TURN THIS OFF, I WOILD RATE 5 STARS AND RECOMMEND TO EVERYONE I KNOW.
Christ Almighty, I don’t even want to talk to my neighbors, why do you think I would want to “talk” to my insurance app?
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Better pet insurance out there
Claims are slow, they denied me for a claim and said it was pre existing. I’ve used other pet insurance companies and never had a claim denied. Pretty disappointed and I cancelled my policy since I’d be paying out of pocket anyways.
Shame on you lemonade. You lost a customer. Going back to nationwide
Shame on you lemonade. You lost a customer. Going back to nationwide
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Worst insurance customer support experience of my life
Dozens of emails over weeks of time and they STILL can't fix THEIR issue. Not worth it unless you like wasting your time, being passed back and forth between support email threads with no ownership of issue resolution, and getting persistent erroneous text messages. A ridiculous system.
Pet insurance claims broken for a month
Submitting a pet insurance claim via the app has been broken for over a month. You used to be able to submit an invoice over email for them to attach to the claim, but this doesn’t work at all anymore. I have contacted Lemonade support several times about this, and it still has not been fixed.
Scam
Their pet insurance is a scam. I’ve submitted every piece of paperwork I’ve ever received for my puppy but they won’t process an illness claim because I can’t provide detailed clinical notes for vaccines from a now closed clinic.
Pet Insurance Doesn’t cover much at all for $50/month
Unless you want to pay almost $100 per month, pet insurance doesn’t cover anything.
RIP Metromile
Expensive, privacy-invading, plastic veneer. Switching to something real that doesn’t make my tinfoil hat vibrate.
Worthless
Got this insurance and my apartment got full of water on the last thunder storm rain so much all my living room got full of water did a claim send videos pictures all info and they did nothing don’t waste your money they no good all they doing is taking your money up to you if you want to do that am only telling you what happened to me so don’t happen to you
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They make it such a pain
They made it such a pain to update my payment method and said they wouldn’t accept a prepaid card. I also hate that I had to wait for my policy to renew to opt out of add ons that were chosen for the renewal that weren’t in my original policy. And of course I couldn’t do any of this on the website I signed up on, I had to download the app specifically to opt out of an add on they opted me into without my consent 🙄🙄
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The UI/UX for pet insurance is extremely poorly designed
The design for pet insurance filing process is extremely poor. My cat got HCM and is on 6 different prescriptions. As a result he accumulates many receipts over time. However, lemonade’s UI/UX made it extremely difficult to file multiple claims at the same time
Alaska
When is Lemonade arriving in Alaska?
Do not buy Home Insurance
Pet insurance is great but Home Insurance wise not a good company. They are a Fintech company with tough margins and are scrambling to find reasons to not renew policies for customers like State Farm did few years ago. Go with a big and reputable insurance company.
Wow.
I recently signed up for Lemonade pet insurance… I’ve had insurance with MetLife via my company for the last two years and not once did they ever pay a claim.
I changed companies and decided to try Lemonade for pet insurance; I made my first claim today and it’s already been paid
Wow
I am now going to be looking at using Lemonade for car and homeowners insurance
Wow, wow, wow.
I changed companies and decided to try Lemonade for pet insurance; I made my first claim today and it’s already been paid
Wow
I am now going to be looking at using Lemonade for car and homeowners insurance
Wow, wow, wow.
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Watch your mileage
I’ve had Lemonade insurance for less than a month and until two days ago, had not driven my car. It was driven 42 miles yet. They’re telling me that I’ve driven it over 100 miles. they are totally wrong. I won’t keep this up for another month.
Very Likely to Deny Claims and Takes Months to Respond to Requests
My experience with this insurance company has been abysmal. They will dig into your pets medical history looking for any excuse to deny a claim and make it hard to get your pet the care they need. What’s more my experience was that they take over a month to respond to a claim. They also work hard to remove negative reviews from this page since this is the second time I’ve posted a review here and my prior one was mysteriously deleted. Please do not support this organization or contribute to their effort to rob pet owners.
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Predatory charges
I attempted to cancel a policy, had to cancel my card, then received a bill over a year later for THREE MONTHS of insurance after I had to cancel the card so the company wouldn’t have a valid form of payment.
Customer service is simply a loop of ai bots or low authority employees that pass people off to other bots or low level employees. Would give negative stats if possible
Customer service is simply a loop of ai bots or low authority employees that pass people off to other bots or low level employees. Would give negative stats if possible
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Awful awful ai
This is a case study in how ai makes customer service so much worse!
