Esurance
Reviews and Complaints

As someone deeply invested in the world of insurance, it pains me to see customers like you facing such challenges with Esurance. The reviews paint a clear picture of a company that falls short in crucial areas. From exorbitant pricing to poor customer service and questionable billing practices, it's evident that Esurance may not have your best interests at heart. Stories of delayed claims, unresponsive representatives, and unexpected charges highlight the pitfalls of choosing this provider. Your hard-earned money deserves better treatment than what many have experienced with Esurance. As you navigate the realm of insurance options, remember that transparency, reliability, and genuine care should be non-negotiable qualities in your insurance partner. Your peace of mind and financial security are paramount, so choose wisely when entrusting your coverage to a company. Your journey to finding the right insurance provider may have its challenges, but rest assured that there are reputable companies out there who prioritize your well-being above all else. Take the time to explore your options, seek recommendations, and don't settle for anything less than the exceptional service and support you deserve.

I have had these guys as my insurance carrier for about 3 years. I got into an accident in Nov. of 2021 and it took them until now, April 2022, to settle my claim. Then come to find out that I am not getting any thing in return in order to get a new vehicle. I am going to be looking for a new car insurance pretty soon. I have had nothing but problems with this company and I will never use them again.

This is the worst insurance company in the world! Never have I ever had to deal with a lack of communication from an insurance company that has assumed responsibility for the accident on behalf of their client. Esurance's client did a hit and run on my vehicle on 3/20/22. I have had to reach out to them every step of this process besides when they finally called me and deemed my car a total loss which was on 5/10/22. Mind you I'm still waiting for returned phone calls and emails from both the adjuster and his boss. It's now 5/23/22 and I still haven't received a settlement number. How can they want me to send in a hard copy of my title if we haven't come to any agreement on the total cost of my loss. I've been without my vehicle for 2 months and this process has left me nothing but even more frustrated since their client totaled my car.

Had esurance several years. We inherited a paid off truck when dad died and added it to our policy. I called customer service to add the truck, was told go online and do it yourself, and I did. A couple days later I was driving the truck and the charger 12 V port started an electrical fire. My husband was able to put the fire out quickly.I called esurance and told the agent what happened. I thought I was filing a claim by telling them about it on the phone but I was told I still needed to go online and fill out a claim! Waste of time. So I went online and filed a claim.From then on me and my husband were treated rudely and as if we were guilty of wrongdoing! I was offended at what seemed like a game they played with us in what should have been an easy claim. I was asked, Why did I add the truck online? And then asked, Why did I file the claim online? Are you kidding me? Because when I called your company customer service told me to. And then supposedly, they checked the records and said they did not have records of me calling them. What? Are you calling me a liar for calling you? I called you and your customer service rep two times wasted my time. 2 times! All I can say is I got transferred I guess maybe thats why you dont see it in your records I dont know and I dont care what does it matter I am the customer and I am telling the truth.Then you know what they did? They asked for my husbands phone records! Like why? Then they asked for mine. Im sorry but that is a weird game of some sort I was very offended.Then the mechanic gave us a quote and with our deductible the cost to fix the vehicle wouldve cost them $300! So they were treating us like that for $300? When weve had them for years? And I have looked at it from every angle and I still cannot figure out what they thought we were doing wrong The vehicle was totally paid for worth a lot more in its original state I just cannot understand their logic. We dumped them and now I will always tell everyone to stay away do not choose them. It was just one of the most ridiculous things Ive ever went through. I will choose to pay more to a reputable company that respects their customers. I would say that esurance reps need some training in Customer service and what they call fraud prevention if they go around assuming that every customer is a criminal? Excuse me wow! Even the court of law says that we Americans are innocent until proven guilty. I still dont even understand what they wanted with the phone records and I just dont get it. So in a nutshell, we paid for our own vehicle repairs and we were happy to do so. The only bummer is now it looks like we have a claim on our record because we reported it to einsurance but then we chose to pay everything ourselves. I have paid 40 years car insurance and home insurance only had two claims ever and only for replacing a chipped windshield!

My car was hit and I was told a insurnace adjuster would contact me by the end of the next day! No one has contacted me. I've made several calls and no one can help me but the adjuster that does not return call, emails or answer her phone! They are happy to Automatically take my payment every month but will not help me! Also can't cancel them with out a penalty! This company is a complete joke!

My car was parked on a city street parking meter. Another driver, while attempting to park his SUV, mistakenly pressed the gas instead of the brake and collided with the hood of my car. His insurance company was responsible for the damage as the driver admitted fault. However, the insurance adjuster acted dishonestly, trying to ensure the damage costs didn't exceed the $5000 policy limit. They aimed to repair only superficial damage, refusing to replace the broken headlights and pushing for a stretched inspection approval. This was challenging because my Porsche Panamera requires expensive imported parts. Eventually, the adjuster admitted they could only cover $5000, which is legally questionable for an insurance company to conceal. I contacted my insurer, Esurance, but they mishandled the claim, neglecting a thorough inspection despite service lights and brake faults illuminating my dashboard post-accident. The adjuster omitted these issues from the repair estimate. The accident occurred on December 10, 2022, and since then, Esurance has been stalling, claiming they're awaiting an appraisal. I took the car to a Porsche dealership for a complete inspection, where they have a record of my vehicle's maintenance history. The dealership's report indicated recent service and excellent condition prior to the accident. They found extensive damage, including the radiator and a dislodged car horn, deeming the car unsafe to drive. Despite towing the car to and from the dealership, Esurance's adjuster ignored the repair request. They've since replaced my adjuster and appraiser without formal communication and are unresponsive to my inquiries. Four months have passed without repair, and Esurance is now avoiding my calls and ignoring requests for written explanations regarding the adjuster change, the unrepaired state of my car, and the pending supplemental repair approval from the dealership. I'm at a loss and need assistance; my insurance should ensure my car is protected in such incidents.

on 3/15/23 I was involved in a hit and run accident. Someone hit me and drove off. I Took my vehicle to the garage the next day. on 3/21/23 the garage quoted me a price for the damage and I filed a claim with Esurance the same day. *** from Esurance is the adjuster assigned to my claim. They sent a gentleman to the garage to assess the damage and by 3/30/23 Esurance issued a check. The garage received this check by 4/4/23 in which they contacted me to let me know the check had the incorrect garage name and they could not accept the check. I paid my $1000 deductible the same day, and contacted *** immediately to let her know of the discrepancy. Unfortunately I talked to a gentleman instead, and he said he would have the check cancelled and reissue a new one with the correct garage name. I waited a week to give the insurance company time to correct this. on 4/10/23, I contacted the garage to see what was going on. They still have not received anything. I contacted *** the same day, left several voicemails, and she would not return my phone calls. Finally on 4/12/23, after several attempts to call her again, she finally answered. She stated that she would contact the garage for me and get it all taken care of and squared away. The garage Finally decided to schedule repairs for 4/14/23 @ *** (they were trying to hold off until they received the check, but decided to go ahead that Friday in hopes of receiving the check). After the repairs were done on 4/14/23, the garage contacted me to let me know my car is all done, but they won't release it to me until they receive that check. That same day, I called *** several times in an attempt to get my vehicle back. I left several voicemails, and called dozens of a times. the following monday, 4/17/23, I left several voicemails again and continuously called in hopes to getting this resolved. No return calls, no answering of phone. I tried calling several times the following day, more voicemails, and still silence. I have been trying to call the customer service hotline where they gave me the number of *** supervisor, ***. I called *** several times, left several voicemails. No response. Meanwhile, the garage has been trying to contact the insurance company for me as well. on 4/19/23, after a dozen more calls and several voicemails, I was still met with Silence. at 3:12pm on 4/19/23, my insurance adjuster, ***, contacted the garage by Email, to let them know they are working on the papercheck and she will let them know when it has been issued. Not once, since 4/12/23, has *** contacted ME, the customer. They have left me completely in the dark about what is going on. I should have had my vehicle back on 4/4/23 when the first check was issued. This was Esurance's discrepancy, and it should have been handled in a very quick manner since it was there mistake. it is not 4/20/23, I still have been met by silence from Esurance. I have a 2 hour round trip drive to work everyday, and I am driving my significant other's TRUCK that has cost me hundreds of extra dollars in gas money. this issue should have been resolved immediately. The customer service I have received from Esurance is absolutely horrendous. They have left me completely in the dark and gave me a total run around. And they had the audacity to reach out to the garage, but not me, the customer. This is absolutely 100% UNACCEPTABLE.

My car was totaled after a near fatal car accident in 2022. Through Esurance, I was issued a rental car with Enterprise. The 1st adjuster went MIA even after several attempts from my attorney to contact Enterprise or her. There was a hail storm in June of 2022. I spoke with a Miss Holbrooke in Escalations dept, and she stated it would be handled and even extended the rental car. I am now receiving an email (a year later) because Esurance will not submit the necessary paperwork to Enterprise. Every few months, the adjuster is changed and Rosemarie King, esurance, has been contacted by phone and email and will not return the call.

I filed a claim on 4/21 when my car was in an accident on 4/20. Esurance is my insurance company and I expected to hear from my adjuster within a week at least. It has been over a month since I filed my claim and my adjuster or anyone from Esurance has not called or gotten inContact with me via text, email or phone call. I have received information from third party insurance company Geico who has deemed my car a total loss and has given me a low-balled settlement amount meaning they aren't giving me an accurate valuation of my vehicle. I have called my adjuster left several voicemails as well as contacted his manager and the manager above him and still no response back. Other representatives have filed 3 to 4 escalations in that time period and still no response. I am also being charged for having insurance on my policy for my vehicle that is totaled because I didn't know if I needed to keep the policy current during an active claim or not. Failure to contact me has resulted in me now having to pay a month of insurance on my vehicle when it has sat totaled waiting on someone to contact me. I feel as though I shouldn't have to pay for insurance on a totaled vehicle when I didn't know if I needed to keep coverage or not due to no one contacting me back or explaining next steps to me. I do not want to pay for services that weren't used due to them failing to do their job. I also need someone to contact me about my claim because I need to proceed with finding out what to do about Geico giving me an unfair settlement and I contacted an appraiser but they can't help me unless it's a first party claim and that means my insurance company needs to call me so ii can move forward as well as I lost my job due to not being able to get to work because of this accident. I was given a rental through Geico for 8 days and they gave me a intermediate rental when I pay for luxury on my policy. As well as I pay for comprehensive and collision and complete full coverage. I need an adjuster or someone to contact me as soon as possible so I can move forward with this claim and get this settlement valuation corrected. I just want to be done with this claim and settlement be what my vehicle is actually worth so I can buy a new car. I pay for insurance to fight on my behalf for me in this type of situation and I find it very upsetting that nobody has contacted me in over a month. What do you pay for insurance for if not to cover you in an accident and fight for you when you are/are not at fault.

I've been calling and emailing as well as my insurance company. Esurance SUCKS! The sad part is , their not even my insurance company. They dont return calls, their staff is clueless as hell. They never have answers, they all say something different. ALL of Esurance staff members definitely all need to be RE-Trained. I've been driving my car for 3 months smashed in the back because they don't know what there doing.

I work in an auto body repair shop and am filing a complaint in behalf of us and our customer.

My customer was in a collision with an Esurance customer on 11-21-2022.

The other party was at fault for the collision and was arrested for driving without a valid drivers license.

The claim was approved on 12-20-2023.

As of today 03-24-2023 there has been no payment received either by the shop or by my customer for the body damage or for the mechanical work that the customer has had done to his suspension to get the vehicle drivable again.

In the initial contacts the adjustor for this claim was very quick to answer phone calls and emails but for the past month I have attempting to contact her and have not received a single response.

I was given the name and phone number of her supervisor and I have attempted to call her several times over the past week, her voicemail message clearly states that she will return phone calls by the end of the business hours on the same day and also provides an email address.

I have left her several voicemails with the claim number, politely explaining the reason for my call and a return phone number.

There has been no return phone call and when I attempted to contact via the email address provided, I received a return message stating the message was blocked and access denied.

This is an update on a complaint I submitted on 10/19/22 regarding claim [protected]. We are still trying to get a final settlement on this claim. We received a partial pay out but have been unsuccessful getting a response regarding the remaining amount of $2,183.28.

We have spent way too much of our time trying to get Esurance to do their job. This has been a very disappointing process and we have secured coverage from a new provider.

At this point we feel the only option left is to hire an attorney. All of this for $2,183.28

In October 2022, I was involved in an accident in the Orlando, Fl area. My 2010 Toyota Highlander was easily repairable as it only needed a new front bumper, hood and radiator. Esurance decided to total the car. Since that time, it's been nearly impossible to talk to anyone. When you call, they don't pick up. If you leave a message, they don't return your call. I had to rent a car for 3 weeks, and eventually buy a new car. Here we are 4 months later and they still have not paid on the claim.

The minute they decided to total the car, a check should have been issued and mailed to me. I reached out to the Florida insurance commissioner's office and received word from them that Esurance claims, I only called them twice. I sent the commissioner a copy of my cellphone calls log to Assurance, which totaled more than 60 calls. So on top of having the worst customer service of any company I've dealt with, they are dishonest. I have subsequently dropped this company as they are completely untrustworthy, and would recommend anyone reading this to look elsewhere for car insurance.

My daughter Heather Kimble had insurance through you. She has not been driving for a year. She transferred her car over to us her parents as she had a stroke and can no longer drive. She is on disability. I checked her bank account and noticed she has been charged directly out of her account for a year of $50.74. She has not been driving for a year and has not had the car for a year, She needs to be refunded for the money that has been taken automatically out of her bank account for a year and the card stopped for amount taken out every month. I am her payee her mother Cindy Rheinish due to her diability. I would appreciate any help to resolve this matter. My telephone number is [protected]. Thank you for your time and assistance.

The only explanation we can think of is Esurance/Allstate can do it because they can. They do it to stay competitive to other Insurance Co. This is wrong! I have spoken to other Insurance companies and yes their rates are higher. We have been Loyal customers of this company since 2004. We are Retired Seniors 66 yrs old and 70 yrs old with No tickets or accidents, not to mention we do not exceed 50 miles a month between the two of us. I am going to expose them for what this is. I called c/s twice in the past yr and the only excuse they can come up with is COVID, a bad Flu. Really? This does not make sense... The other reason was due to increase in parts for other clients. So now we pay for other clients accidents... This will be exposed for what it is, a company raising rates to suit their wealth. We are devastated over the increase of over $150.00 in (18 moths) The past ONE YEAR time it's been $100.00. We earned our rates as loyal and good record driving and they took this away. We see that Florida Seniors should be compensated for minimum driving. No excuse for raising our rate in ONE YEAR OVER $100.00. Policy # PAFL001379651. Loyal customers for over 15 yrs... Someone better review our rates and do right by us because we will not stop pursuing this until we are treated like loyal customers. We do not deserve this. Everything has been recorded in the past year. Letter sent to the appropriate persons. 2021 $649.00. They have increased our policy in a yr and a half approximately $150.00 for Good driving record. Not happy this past year. I made a call last year and this year because of increase. For the past 2 yrs, we have had increases of $50 every 6 months.

Esurance lied to me and cheated me. My app shows continual trips, but as my policy renewed, they claimed I stopped driving five months earlier. This is not the truth. An agent looked at my app and saw all the trips were logged. Still, they removed my discount making my insurance above what I can afford to pay.

I told the agent on November 3, 2022, to cancel my policy, but he did not. Now, Esurance is billing me. I refuse to pay them based on their lies and deceit.

My vehicle was hit by a person that had esurance back in September and as of yet my car is not repaired. The person that hit my car admitted guilt. We contacted esurance and have been given nothing but the run around. We have had to bring the car to several different shops for quotes and as of yet we cannot find one willing to do the work for what esurance is willing to pay for the repairs. The latest is that we have to drive over an hour from my home to a repair shop that is contracted with esurance. What! That is crazy! All I want is to have my car repaired the condition it was in before Esurance's insured hit my car! We have lost time from work, and have spent countless hours trying to get this taken care of. I have left 3 messages and 2 emails over the past 6 days with the supposed supervisor and still no response. This is the worse insurance company I have ever dealt with. I honestly don't know how they are getting away with what they are doing legally. I guess my next step will be to file a complaint with the Attorney Generals office.

My truck was rearended while I was sitting still in traffic on 8/23/22. It is now 11/10/22 and I have still not been contacted by Esurance to get my truck fixed. I have left dozens of messages for both my adjuster and her boss, sent emails to both with no response. The body shop that I received the quote from has also left dozens of messages with no response. In October I canceled my insurance with them due to the lack of contact and my truck still sits in my driveway unfixed. Esurance is the worst company that I have ever had to deal with.

I am an Esurance customer, my car was rearended on 10/25/22 and to date (11/2/22) no one has responded to my claim. My airbags deployed and my car is what I believe a total loss, however as my insurance company I am looking for guidance on next steps and they have not returned my phone calls, voice mails,, emails to claims rep EmmaMarie Greene or her supervisor Kristin Hammond. I have even gone as far as starting a "chat" with them this morning on Messenger and besides and auto reply I have heard nothing else. I just need help and think that this is a terrible way to treat your customers.

I have called Customer Service approximately 8 times over the last 3 months about a claim. Each time, they tell me the only thing they can do is forward the information to their "Rapid Response" team and wait for an adjuster to respond. I've asked to speak to a supervisor, and they say the supervisors won't take these calls because there's nothing they can do either. I've asked that they tell the adjuster that if they call me and I don't answer, PLEASE leave a voice message with a call back number. If I'm at work, I may not be able to take the call - but I will call them back. I've also emailed them several times... no response. Going to start daily emails...see if that gets any response. I can't wait on hold, retell my situation over and over again, just to be told there's nothing they can do. Urgh!

I asked the last Customer Service Rep, who said there was nothing they could do, to bring this issue up at their next staff meeting, so their managers were aware that adjusters were not responding - so maybe they could escalate it. You would think I was asking the world...what the heck?

This is so frustrating. They aren't my insurance company - one of the folks they insure hit us, and I can't get our car fixed because they suck! I'm not giving up,

going to keep emailing and calling until I get satisfaction. This is ridiculous...

Unfortunately, I was paying 622.00 a month for two cars with Esurance. However, the last insurance company I left I was not paying that much and had the exact same coverage. They make you keep the Driving Sense app to keep a discount that never happens because if you remove it, your bill increases even more. I had an accident and hurt my foot and was on crutches for 6 weeks and could not drive and I told them this shortly after it occurred. I was told to leave the Driver Sense app open even though I could not drive, therefore I did NOT receive a discount for a month and a half.

Esurance nickels and dimes you for everything, so I would not recommend it to anyone. For example, if you want tow truck service that is an extra 34.00 month. Esurance is like you are having a steak and if you happen to want potatoes and a spinach salad on the side, those items are not included with it but now you have to pay extra for them. I attempted multiple times to work out an extension with them for this month's payment and that is what the CSR said this morning when I called in and it's the truth.

I was very honest about when I could pay my bill, but they said they could only give me until the 18th. I told them it was not possible to pay before the date even arrived. When I called back in on the 18th, the best they could do was the 20th. Mind you when I signed up, I said I could pay at the end of the month. They said they already given me an extension for this month and there was nothing they do for me. Before we got to this point, I told them I could make two payments and they said they could not do it because they are online company. They will not take partial payments online nor will they accept them by email. Who does that? Especially, when we are still living through a pandemic.

Now they are saying that I still have to pay for the coverage they provided but how when you did not even cover me for the full month? According to you, I was cut off on the 18th, which means my bill should not be 622.00 or 692.00 that you have come up with at this point. You were the one that told me to ignore the email reminders because I had already called in and attempted to make arrangements. YOU CANNOT HAVE IT BOTH WAYS.

In addition, you raised the price from 622.00 to 692.00 as the final bill and there is no justification for, he extra 70.00 dollars that was tacked on. Even the CSR could not explain nor justify why I would owe you an extra 70.00 dollars this morning.

Then the CSR woman tells me this morning, had I cancelled I would not have a final bill, well NO ONE ever suggested or told me that in the multiple conversations that happened. I suggest you go back and listen to the phone calls since they are all recorded. So, how would I know? I told them I was looking for another company and all they could do is ask why? BUT NO ONE ever said just cancel. Again, you cannot have it both ways. If your CSRS are not telling customers the correct information, then how do they know what they need to do?

But here is the kicker, they want the money for the time they provided coverage on the exact same date I asked for the extension. If that is not a contradiction, then I do not know what it is? I asked for an extension until the 30th of October, and I was told no. Now you are telling me that I have pay the final bill by October 30th or be sent to collections?

Am I the only one seeing the problem? You would not extend my payment, but now you want me to pay in full by the 30th for the final bill?

You can wait until the end of the month for the time you claimed you covered me but when I asked for an extended period to pay my actual insurance bill, I could not be given the exact same date? Both dates are exactly the same which is the 30th of October.

Then the CSR this morning had the audacity to tell me if it is not paid then they are sending me to collections? She claimed she understood my frustration which is not true because you are not being billed for services that were not rendered and when you attempted to work out arrangements you were constantly told no. As I said to her this morning, a collections agency does not scare me, but it is the implied threat, and that is certainly more harmful than the actual act. You have no right to threaten customers with being sent to a collection agency when you are unethical and unrelenting in your practices.

I do not owe you anything and the fact that I tried to work out an arrangement before this time, means nothing to you because you are unscrupulous.

Claim 22065331was submitted on September 19, 2022. The accident involved my husband who was driving our 2004 Nissan Titan and towing our 2003/2004 Jayco Kiwi 23B travel trailer.

The accident was not the fault of my husband. We provided the Washington State Patrol Accident report and photos of both our vehicles and the vehicle that caused the accident on September 24 or 25 via email to Tayler Albert.

We have also forwarded photos of the tow yard documents showing the per day charges and the notice of auction.

During this time, our claim representative, Ms. Albert has reached out to us once. My husband has had to initiate every other communication. He has spent numerous hours on the phone trying to circumvent the phone process and actually speak to someone rather than have his phone number recognized as associated with our claim and routed directly to Ms. Albert’s direct number. Each time this has happened he gets a voicemail where he leaves a message, and no one responds to him.

We are now 30 days into our claim and were just told on October 14th that our trailer was not covered by our insurance. We have accrued over $4,000 in storage and tow fees because no one let us know this. We were told that because someone else caused the accident it wasn’t covered, and we should have seen this clause in our policy. I have searched for a copy of our entire policy, online, and have been unsuccessful pulling up anything but our declaration page. This is our personal property, and we have underinsured motorist personal property liability insurance. Shouldn’t the trailer be covered under this if it isn’t covered under the truck policy. We know the other driver was uninsured because we received something from the State of Washington stating as much. We have paid the tow yard and removed the trailer at this time.

We have done everything asked of us. We have initiated all communication and spent numerous hours of our time trying to be in contact with our claim representative. We have incurred a huge tow yard bill because no one had the decency to let us know, up front, that our trailer would not be covered. We are not insurance people and feel that Esurance’s lack of communication regarding our trailer has been deceptive and borders on criminal. We have inquired about arbitration and plan to utilize that process. We will also be contacting the Washington State Insurance Commissioner and the Washington State Attorney General to file a complaint and see what options are available to us.

We still have no communication about our truck. We know that it has been moved to a different facility. We got that information from the tow yard. We are beyond frustrated. We have rental car coverage but fear that it may run out because of the length of time this process is taking.

We have been a client for over 10 years and have had other claims that have been processed and completed to our satisfaction. This experience has us concerned about the reliability of Esurance and we will be changing companies when/if this claim is completed.

I summited a claim in May 2022 on my car #[protected].. I have left multiple voice mails as well as e-mails to Alliya Jones she has not messaged me after numerous attempts. I then was put in touch with Ashley Lee with the same outcome. NOTHING then Janelle Green still NO HELP then a Jeffrey Hanse. I am tired of the run around. It's been since May It's almost winter I need my car fixed NOW. I had my auto body shop message as well and summited pictures. Isn't it funny how you can ignore a claim since May I DON"T think so.! I would appreciate some assistance with this or I may have to make legal attempts . Sincerely, Janet Guertin [protected]. [protected]@scmh.org

Had an accident on 9/17/2022 and can not get anyone to call me be back. My car is still sitting at the place that towed it and wants to know what is going on with my insurance company. I have called and email my claim agent and she never returns my call or any of my emails. I have had my policy for over 2 1/2 years. I need my vehicle fixed. It's been over 2 1/2 weeks how is this acceptable?