Lemonade
Reviews and Complaints

I have a Pet Preventative Care Add-On with my Accident and Illness Policy with Lemonade Insurance. I filed a wellness visit claim for my dog which is covered under the Preventative Care Add-On on the insurance policy.

After I submitted the Preventative Care Claim, Lemonade changed my claim to an illness visit, stating they did this because probiotics were on the invoice. I did not even file the probiotics as part of the claim, I only filed the preventative care items. They took it upon themselves to change the claim based on the invoice. They also added in that he was “not eating/decreased eating, anorexia/Gastrointestinal Issues” which is not found in any of his veterinarian records for this visit, nor any visit in the past year. Since when does an 85-pound dog classify as anorexic? His veterinarian records show he has gained five pounds since his last visit. Clearly not anorexic.

When they processed the claim, they applied the preventative care items to the $250 deductible. His policy clearly shows that preventative items are covered and are reimbursable. I even received an email from the claims adjuster on June 28, 2023 assuring me that I would be reimbursed for all preventative care items.

However, rather than reimburse me for those items as the policy states, they have applied these amounts to his annual deductible, leaving those items as still available to be utilized under his policy. They refuse to pay these items that are clearly covered under the Preventative Care Add-On

No one ever wants to deal with making an insurance claim, I know I certainly didn't. Thankfully the Lemonade app (and Gus!) made it extremely easy. I initially filed a claim for Loss of Use, which isn't implemented in the app yet, so there was some confusion, but other than that it was straightforward. (I would suggest a "save claim in progress" feature, I lost connection twice which led to me need to record everything all over again. Would also be useful for needing to fill out every damaged item).

There was initial confusion that led to my claim being denied, but after clearly explaining my situation, it was reopened! (It was my fault for not explaining the situation correctly - it sounded like it wasn't covered by their Perils, but it was after being thorough). Communication was extremely easy, a back and forth email chain with Gus after an initial phone call. He responded within minutes, which was great considering the stressful situation I was in (that made me file the claim in the first place)!

Long story short: communication was great, Gus seemed like he really cared, and in the end the entire process was pretty painless.

The items that were damaged or that needed to be cleaned/replaced were reimbursed and taken care of. Reimbursement payment will go to the bank account information you put in while filing the claim (would also suggest to remove this during the process? This can be added later - not a calming process trying to input your bank information when in a stressful situation).

After all the great reviews here, we decided to try these folks for pet insurance.

Our dog is has no major issues and we provided them with all his vet visits history. We got pet insurance as preventive / just in case, and we like the fact these folks cover some of his annual shots (3 and with max per shot).

After a year with them, we put in our first claim with them for annual shots and an X-ray to make sure the constipation he was experiencing for about 3 days before his vet visit was nothing serious.

First basic claim experience with Lemonade:

A. Filed March 30 and this basic (not a big deal claim) just got partially paid on April 23 -

Review: if this is how long they take for a basic claim and reimbursement of $110 - can you imagine if this claim had been for something more serious?

B. The X-ray was not approved because they claimed pre-existing condition - How can Constipstion and an X-ray to make sure he had no blockage be a pre-existing condition?

Review: We would have been ok with their explanation if these X-rays were not covered by policy or were partially covered but it was insulting to be told that checking for other potential blockage for his constapitation was a “pre-existing condition”

A friend who is a vet and owns several vet clinics forwarded us the Reuters article below that talks about the national effort to better regulate pet insurance and set standards - specially for pre-existing conditions definitions.

We all need to show our support for that regulation to our legislators

DO NOT USE LEMONADE FOR PET INSURANCE

I purchased pet insurance for my Golden Retriever puppy through Lemonade thinking this was a good idea. I understood that dog care and puppy care can be expensive, especially when they get sick.

WELL Lemonade does not insure puppies until they are 8 weeks old so the day I got him (at exactly 8 weeks old) I took out as comprehensive a plan as I could for him, including insurance for emergency conditions.

What I didn’t realize was that they wouldn’t “cover” emergency illnesses until 14 days after. This was in my contract with them but what wasn’t clear was how preexisting conditions factored into this.

On day 13 of having him (almost 10 weeks old) I took him to the vet because he was having diarrhea. They ran some tests and couldn’t find anything at the time and recommended some meds and new food.

I submitted my request for reimbursement to Lemonade and they denied it because my claim was “1 day before coverage started.” Fine. That was in the contract, whatever.

The real kicked however is that because I filed the claim 1 day before this period was up, they counted it as a “pre existing condition.” I had already paid Lemonade... he was already covered... yet this was somehow a preexisting condition?

Fast forward to today and here we are. 4 vet visits, many tests, a lot of meds, and a bill of upwards of $2000. Lemonade has refused to cover any of this because I took him into the vet 1 DAY before their “coverage” started.

Don’t make the same mistake I did - DON’T use Lemonade.

When you’re buying a house, and you are a full time working adult, every minute counts. A home insurer that is 100% digital and interactive is a great concept, but there is no competence in the execution.

Don’t get me wrong; the app is well built and designed, and the AI system works well. Where Lemonade fails is where all other insurance companies succeed though; having a human being to talk to.

When I needed information addended or changed on the policy, I tried across an entire day to reach someone, anyone, at Lemonade to add my mortgage company onto the policy. Not only did no one, at any extension, pick up the phone; there is no phone queue to even wait in. Everything is handled through leaving voicemails or emails or chat messages to the AI, Maya, and waiting for responses.

This would be fine, if anyone ever responded. I expect an insurer attempting to earn my business to be calling me for details and information; not the other way around. There is no excuse for an insurance company of any kind to let multiple hours go by without responding to a request to update a policy document to include a mortgagee.

I ended up cancelling my policy the same day I tried to get one set up, because I do not have the time to wait around for a response during the few spare minutes I have during business hours.

Great concept, good app; no followup or followthrough, no human beings work for this company, and if they do, they sorely lack the ability to pick up a phone and call you back.

0/0 stars, would not try again, would not recommend, RUN AWAY SCREAMING.

There is very little human interaction and getting in contact with a HUMAN is next to impossible! When you are trying to file a claim it is extremely counterproductive and inconvenient to have to do it all through an app follow the instructions implicitly and then for them to say they canceled the claim because the claim process wasn’t finished! #lies all lies! If you have to file a claim for any reason that means you’ve already been through a traumatic event then for the process to be a police interrogation of sending them a Video of yourself explaining what happened then uploading all items 1 at a time, then uploading receipts 1 at a time, then uploading any pics 1 at a time, then finally talking to a rep and repeatedly sending an email spreadsheet of items and serial numbers...etc. then they say we CANCELED the claim please start the process over thanks! What are y’all doing this is terrible business! Thanks but no thanks had you for almost a year this is definitely my last month!

Soooo I got a reply to email lemonade well guess what still waiting on my claim that is now in review for the third time to be processed! Jen is my representative she originally never sent out the field rep until I called her 2weeks later and now it’s been 4 more weeks with absolutely no response nor update! They just don’t want to pay people period! Definitely filling a claim in court I have already reported them to the proper authorities in Texas and in New York(where they are based). I don’t have time to chase them over a small claim so I’m no longer calling them! I filed this claim in June and here we are in September

We signed up back in May to start coverage in July. As part of signup, we included some valuable items. At no point did they say those items needed to be appraised to be insured - our previous insurer didn’t need appraisals. Then, as soon as the insurance activated (and therefore, our other insurance deactivated) we get a warning saying the items wouldn’t be insured and that we had 14 days to get them appraised. We couldn’t get them appraised because there’s a pandemic happening.
I tried calling, chatting and emailing Lemonade, and nothing. No response.
The 14 days pass, still with no response and we get an automated message saying that the items would not be covered. Then a customer rep sends an email apologizing for the “HUGE delay” but says they can’t do anything because it’s their policy.
Seriously?! If this is the policy, why was I not told when signing up? When they asked for all the information, why not request that I upload the appraisals then? It was May! I would’ve had 2 months to somehow get my items appraised.
Instead, they opted to do the dishonest process of signing us up fast and only later let us know our items would be at risk.
Even though the customer rep recognized that it was their mistake, there was no attempt at fixing it or offering more time for the appraisals. I didn’t ask then to waive the appraisal, just more time because of their mistake and the pandemic. Nothing. No reaction from them.
This is not an honest company with fair business practice. It wouldn’t shock me at all if in the future they choose to unilaterally change something in peoples policies and leave customers uninsured. Be careful.

Ok guys seriously. If you rent or own a home anyplace that is covered by Lemonade, you need to get it. If you’re paying for renters or homeowners insurance, you’re paying too much.

Progressive was asking for $30/month, which was their “deal” for my also getting my car insurance through them. Lemonade charged $6.09/month.

Too good to be true? I figured it probably was. But the pitch sounded good. They’re a non-profit B-Corp insurance company. Profits go to charities that the policy-holders decide on. So they don’t have to charge a lot.

Ok, fine. But the proof was in the pudding. I had my car broken into and my laptop stolen. Went to the police to file a report, and they asked if I had renters insurance. Why yes, I said, in fact I do! So the next day I tried to file a claim through the Lemonade app.

I had initially just intended to claim the bag and the laptop, maybe the memory card that was in it. The big ticket items. But the process was SO EASY, especially since I buy all my stuff from Amazon and Apple and all my receipts are right online, I claimed everything that was in my bag. The headphones, the charging cables, the video dongles, the mouse, and submitted it.

7 SECONDS LATER I got the approval email. 7 SECONDS!

And 2 days later, the money was in my bank account, minus a $250 deductible. Which you can avoid if you pay an extra $10/month. Which still makes it HALF the price of the lowest price I could find.

So yeah. I’m evangelizing Lemonade now. I cannot recommend it enough. In a world where there is so much hate and anger and greed, it legit feels like something GOOD. Which isn’t something I’d ever say about insurance.

The app seems fine so far. In regards to Lemonade itself, be prepared to be on top of your own stuff, especially if you’re switching from State Farm. They claim they’ll cancel your old insurance if you provide your policy number and signature (which I did). I immediately received an auto-generated “letter” that they say has been sent to the old insurance company. When I asked how I would know my policy had been canceled I got an email from Maya (their AI) that said State Farm doesn’t accept them canceling and that the customer needs to do it themselves. No problem, but if I hadn’t asked I would have just assumed my insurance had been canceled and not thought about it. When I pointed out in an email to Lemonade that this was confusing and not a great way to start a relationship with a digital insurance company they told me the following: “lots of new stuff in the works, it’s a little hard to tackle everything at once.” Now maybe that’s just me, but I absolutely expect my insurance company to be able to tackle everything at once! What’s going to happen if I have a claim? Am I going to have to wait for everyone else’s claim to be tackled because there’s lots of new claims in the works? Listen, I get it, but also, how hard is it to take down the auto-cancel option for State Farm and have your AI not give me attitude when I’m simply pointing out that I’m a mildly concerned customer?
I’m going to stick with them for a while and hope this is just a fluke because they’re a third of the price of my old insurance for better coverage (at least on paper). So we’ll see. I’ve had them for less than a day and I’ve already had a problem, so use at your own risk.

I got Lemonade insurance because the apartment complex we moved into required it before we could get the keys. I didn’t know what insurance to go with on such short notice. The manager asked for my phone, downloaded the app, quickly created a policy, I paid for it and then I got my keys. That was March fast forward to January , Covid was killing our income so I wanted to cut some expensives out. I thought I’d cut Lemonade because I don’t know anything about it, I’ll probably never use it and I can save that money. Something told me to wait so I waited…February winter storm hit! The upstairs apartment pipes burst the 1st day of the storm and…BAM our apartment is flooded. Having Lemonade came in handy lol. Actually they were amazing! I called them and they sent money right away then started our claim right away. It took us a while to get our info to them to finish the claim because we weren’t allowed back in our place for a while. But once we got it to them our claim agent Morgan Osness was on it! She has been amazing through the whole process! She didn’t treat us like we were another number even though she was swamped with claims. Every time we called in everyone was pleasant, polite and extremely helpful! One of the few companies that still understand the importance of customer service and they didn’t lose it through the pandemic or the winter storm! I’m impressed and that’s not easy to do! Definitely the best insurance I’ve ever had! I’ve told so many people this story that they’ve either changed their insurance or just got Lemonade as their 1st insurance. Won’t change to anyone else unless they all of the sudden stop being great…I doubt that! Thanks Lemonade for all you have done!

Please read my comment very carefully. For starters, right off the bat, Lemonade is being dishonest about who they are. Look up the financial grade of any nationally recognized insurance company, Geico, Progressive, Chubb, Nationwide, State Farm, etc etc etc etc. They will all give you their AM Best rating. This is the industry standard. Lemonade is NOT RATED by AM Best. This is worse than even having a bad rating.

It’s very important you think about what this means. When Lemonade is scamming you with stories about how financially strong they are rated, ask BY WHO?!? Because it will be any other insurance ratings agency, but not AM Best, the one that any responsible insurance company would be using.

Further, take a close look at the minority of 1-star ratings. The rare instances where people have their house burn down or whatever, and need to file large, very serious claims. Lemonade makes it easy to sign up and take your money, that’s great for them, but just taking your money is not worth a 5-star rating! What matters much more is in their few short years in business, and already too many cases adding up, where they are giving people the endless runaround, treating innocent victims of catastrophe like criminals, for having to file very serious insurance claims. You do NOT want this to happen to you.

Ffs, think very carefully about what you are doing. Signing up for insurance with a company that is - even here in this comments section - scamming people with stories about how financially strong they are. You risk getting yourself into very serious trouble depending on any company that is being as dishonest as Lemonade.

Please take some time to consider my comment very carefully, and stay away.

This company seems very unique and welcoming initially, until you need to file a claim. You are treated guilty until proven innocent and like a CRIMINAL for just filing a claim. This company wants you to sign a cheesy and symbolic “pledge of honesty” before austerely warning you “INSURANCE FRAUD IS A CRIME AND YOU WILL BE PERSECUTED” warning, so please sign here! They also want specific dates and reasons for what your pet illness may be. Asking for dates of a claim is not a big deal, but they don’t need the know the EXACT illness of my pet; that’s private. Additionally, the claims process demands a FACE CAM VIDEO of you “describing the problem.” This is unacceptable nonsense that just wastes my time. I sent you all the info for why I’m submitting my claim, read it, don’t ask for a recording of ME!

However, the final issue I have with this app, and the reason I will encourage everyone with a conscious to not support it, is the unlawful and unforgivable decision by lemonade to DEMAND YOUR SOCIAL SECURITY NUMBER before submitting a claim. This is a disgrace and insulting to anyone who values privacy and liberty even a little bit. YOU HAVE NO RIGHT TO ASK FOR MY SSN! They only want your SSN for the purpose of arresting, prosecuting and incarcerating you in the rare and unlikely event you commit insurance fraud, in addition to possibly ruining your credit and selling your info to third parties without your consent. Utterly blatant and loathsome of a company to go to such great lengths to ensure they have a strong case of preventing “fraud” at the expense of YOUR personal info and liberty. They might as well ask for a passport photo, ID and copy of your birth certificate while they’re at it, since they value your privacy so little.

When I first signed up I thought Lemonade was great, it had a convenient UI that made signing up a breeze. That was in 2017 or 2018.

Now it seems like they are trading off a better experience for their current users in exchange for more conversations to train their AI (aka Maya).

For example, I need to cancel my policy because I’m moving. Nowhere on the app or website does it show that I have an active policy, making me wonder whether I even had insurance with them. When I ask various questions such as “Do I have a policy with you”, the AI says “Do any of these help” and gives me only two options: 1) Forward message to team or 2)Ask another question. I forwarded on Sunday and got a response the next day with my policy, but this delay doesn’t make sense when everywhere else I’ve ever had insurance I can log in to see my policy. I don’t blame customer service for taking a day to respond, this just seems like it should be available. And then after this I just had to repeat the process asking to cancel, as while the website says you can cancel in the app I don’t see anywhere to do so and when I ask the AI I get the same questions listed above. So I’m again waiting on something that should be easy for me to do online. In some ways this is even worse than the experience with traditional companies where you have to call to cancel, since at least they tell you what you need to do.

Also, I had wanted to switch to homeowner’s insurance but a bug in their application prevented me from finishing, and in the time it’s taken them to respond I secured multiple other quotes and went with a different company.

All these things made me change my impression of Lemonade. When I first signed up I would have given it a 5, but now it’s a 1 for me.

I’m hoping things will change, but so far it has been a challenge to get a response. I recently signed up for insurance with lemonade, a couple days later I had to use it. It’s been such a head ache. My car was broken into, and my cell phone & laptop were stolen.

I filed a claim with my auto insurance the same day, My auto insurance already fixed my door handle and sunroof.

However, I am still in Limbo with Lemonade. I filed my claim on a Friday, by Tuesday an agent called me and explained I would have to provide receipts. It was a bit of a mission to dig up receipts, honestly who keeps receipts? I know I don’t. So please be sure to have receipts of your insured items. They would not accept my box or warranty information on my items.

I sent in receipts, police report and a few follow up emails.

- I never received an email confirming my documents were received
- I never received a response to my email, asking them to confirm my documents were received.
- I emailed again, asking if anymore information was required. No response.
- I haven’t had much luck getting through to a representative I have called 3 times.

At this time I am a little concerned. It has now been 11 days since the claim has been filed and I have no idea what is going on, or what the process is. I will keep you all updated. My advice right now, would be to go with another insurance carrier. Preferably a company that has been around for a while. I’m on the border line right now, and might consider finding another insurance carrier who will keep me informed. I just feel that I’m chasing around trying to have my claim approved, and that is very difficult to do with my schedule. I fly out for business about 3 times a week. I am in different states, so to chase down receipts, email and not get a response is disappointing. I’m a bit sad, I had high hopes for lemonade.

However I will compliment it was a breeze to enroll for insurance using the app. Just wish they would smooth out the rough edges. Carefully consider before joining.

We switched to Lemonade from Healthy Paws. Biggest mistake of our lives. I wouldn’t recommend Lemonade to my worst enemy. We made the change since Healthy Paws kept raising our premium, quite a lot even though we hadn’t filed any claims in a long time. When shopping around Lemonade seemed like a great option, very affordable. Great reviews and seemed innovative. That’s it unfortunately. When signing up we provided all sorts of documents, and had to go and do a full physical evaluation of our pup. Tedious but expected. But then it started, when we filed our first claim the process is beyond acceptable. With healthy paws it took about two days for a claim to get processed and paid and we only had to send in the bill and the vet notes. In some rare cases it took a week. With lemonade you need to answer a gazillion questions record a video and answer some pretty vet technical questions. Then the wait started. It took almost a month, and 3 weeks in they were asking for the docs from vetco where we go to get his vaccines. How is that even relevant…. It’s not! I started to feel like they were just looking for something to deny our claim. Which they later did and that’s a complaint in itself - aside from the crappy UX for claims handling. In our case our pup had jumped of the bed and injured his back. He recovered fully and then 1.5 years later he once again injure himself while jumping. And now they claim it’s a pre-existing condition. He didn’t even get treatment (or medicine so deny that it f that’s the case) but they are also denying the examination fees. So now we’ll be hesitant and think both once and twice before taking him to the vet again. It definitely feels like they are out to get you. The claims handler was polite and courteous through out but that doesn’t really matter and comes of kinda fake. I’ve asked to get my case escalated but so far I haven’t heard anything. You definitely notice that this is a startup and not a well established insurance company. I had really high hopes but they are a huge disappointment. The only thing they got going for them is their somewhat affordable prices (which they actually raised). Had I known I’d stayed away and much rather payed a little more with the reassurance that if something happens you’ll be taken care of. I don’t recommend Lemonade to anyone. Rather the opposite!

I held 6 pet insurance policies with Lemonade. This isn't a review of the insurance policies, it's a review of the app itself.

While it worked reliably without ever crashing or glitching (and the reason I gave 2 stars instead of just 1), it is such an annoying app. When you submit a claim, you're put into a "chat" with a bot, who takes 10-20 seconds to respond to every piece of information you give them. Imagine AOL dialup, and you can only answer one question at a time, and have to wait ages for them to ask you the next question. What's wrong with a standard form that asks me for all the information they need on one single page? What should take about 2 minutes per claim, ends up taking about 15 with this "chat" functionality. With 6 pet policies, I usually have multiple claims to file at a time, so it would often take me over an hour to file simple claims.

Another point of contention - having to submit videos of myself "explaining" my claim in my own words. Audio-only would be preferred, but even that I feel is a bit of an overreach. I'm not camera-ready EVER. I don't even FaceTime my own family and friends. I don't like being on camera, and it's extremely uncomfortable recording myself and sending these videos to some stranger, especially for evaluation purposes. Lemonade does this to do a psychological evaluation to see if people may be lying to them, which is a total waste of time. The science isn't concrete enough, for one. But it comes down to the fact that you have my vet records and can call the vet to see if I'm lying or falsifying something. This video stuff is one of the main reasons I decided to cancel my policies.

One last thing to mention, if I want information about my policy, coverages, and what I have left available, I have to scroll through pages and pages of information. The policy itself is written in large print story format. How about just a single-page summary view? Something that shows me AT-A-GLANCE when the policy expires, is billing next, deductible progress, preventative services available, etc. Scrolling should be kept to a minimum.

Lemonade claims to be so modern and futuristic. It looks pretty, but it takes forever to get things done within the app (and web app), and very difficult to find basic information about your policies. This all heavily contributed to why I left Lemonade. Coverage and cost were the main reasons, but I might have been able to overlook those if the app wasn't such a waste of my time.

I have a policy with them that includes jewelry insurance. My watch went missed/stolen. First of all, they ask you to record a video of yourself taking about what happened (which is pretty uncomfortable). When I refused to do so, they said they will send investigators to my house to talk to me and to my building. And that the claim might take over a month to process even though I have a police report and we basically marked the watch as stolen.

Update 11/28

I have worked for several AI companies, Lemonade probably wants you to record yourself so they can use such videos to use AI facial recognition to train their models. And god knows where will these videos get posted/used Incase of a data leak that they might have.

10 days passed and I’m not being able to get hold of the adjuster or a supervisor. I was told everyone is off for the holidays (didn’t know that thanksgiving is on the 26th and not the 28th)

They sent an investigator over and her job was to basically try to get them away with paying the claim. And not only that, Lemonade asked the investigator to record the conversation AND to take a picture of me. She would ask me the same question over and over throughout the interview hoping that I say something differently (trying to make me like a liar). She even asked me a question that was pretty provoking “Did you ever wanted to get another watch other than your watch?.” Basically, she’s trying to imply that I’m claiming that the watch was stolen so I can get cash to get another watch. (The watch is a Rolex Daytona that I can sell in no time if I want to).

The funny thing is that my building has a doorman and cameras in the lobby. And there is a big chance that we will be able to identify what happened if we can retrieve the video. However, it’s illegal to provide me directly with the video. The investigator has to request it from the building. The building manager just emailed me saying that the investigator never got in touch with him. (GO TRY CATCH THE THIEF INSTEAD OF HUMILIATING YOUR CUSTOMERS)

Don’t get fooled with the good reviews. They do have “seamless experience” when it comes to taking your money (that’s where the good reviews come from most people don’t file claims - even me that’s my first claim). But trust me, once you want to file a claim (the reason why we get insurance) it becomes a nightmare. Go to Jewelry Mutual insurance or any other company.

PLEASE DO NOT MAKE THE MISTAKE THAT I HAVE MADE THAT CAN BE REALLY FRUSTRATING.

Well I’ve gotta say that I was excited by Lemonade’s services when I first learned about it. I subsequently began a renters and pet insurance policy. All seemed fine.

Brought my kitten in to the vet where he ended up needing surgery and in hospital care. Ends up being $2300. Okay, I think to myself, I’ve got pet insurance so this’ll be all good. Plus I’ve all already had a claim go through when the little guy had a fever+virus two months prior so I know my policy will cover this because I’ve read it all very thoroughly.

Jokes on me, or that’s what it seems that the lemonade team was trying to pull. This claim has been live for a week now and in that time I’ve been told TWICE that my claim was denied. Both times from negligence on the employees at lemonade. I cannot begin to tell you the turmoil this has caused me - I can’t afford $2300 during a pandemic. That’s not even the kicker - they’re completely wrong! Check out this excerpt of an email I received last night. It’s some kind of horrible joke.

“ I just finished reviewing your claim details and wanted to share my findings.

Your vet visit took place on January 18th. However, Moog’s policy wasn’t activated until a few hours after this vet visit occurred (on November 4th, at 00:01, to be exact).

In general, insurance does not cover events that occurred before the policy was purchased and activated, or after the policy has expired. Unfortunately, in this instance we’re unable to approve your claim.

If you have any questions or feel this was done in error, please reach out and I’ll be happy to help.”

Seriously?!?! Do you know how time works? I would’ve thought that to get a job working as a claim adjuster that you’d need the basic skill of reading a calendar & understanding the passing of time. Too much to ask for from lemonade apparently.

This is days after I was told by a different claim advocate that my claim was denied because cruciate ligament events don’t activate until six months after the policy was activated. Thing is... if they’d done their job correctly then they’d know that the visit was for an abdominal explore surgery. Like how can people who do this for a job all day be so so so so bad at it. Stop screwing around with people’s claims. Double check your work before you scare the crap out of someone by saying their claim is denied but basing them on falsehoods. I shudder to think of those who didn’t check lemonades mistakes and were cheated out of money by them. This is not okay. Do better.

Update: The developer responded saying their customer team reached out to me. However, they did not reach out. Please don't comment that you contacted me when that did not happen. I still have emails containing questions about claims that Lemonade has not responded to. I am still waiting on an answer and continue to follow up without a response. Additionally, I found out that if the policy owner dies, then the pets become uninsured. The new policy owner would have to set up a new policy with Lemonade but the pet's pre-existing conditions would NOT be covered. The policy would also have a new rate.

Buyers beware! I have two pet insurance policies through Lemonade. Lemonade's pet policy documentents are extremely misleading. I am currently advising all friends and family to stay far away from Lemonade and to never purchase a policy through them. Lemonade removes coinsurance before the deductible. THEY DO NOT STATE THIS PRACTICE ANYWHERE IN THEIR POLICY DOCUMENTS. If you have a $500 deductible, then it essentially means your deductible is $650. For example, if you have a $5,000 claim of eligible expenses, a $500 deductible, and 70% coinsurance, then Lemonade will calculate the reimbursement as follows: $5,000 0.70 (coinsurance) = $3,500 - $500 (deductible) = $3,000.00 reimbursement. If Lemonade calculated the reimbursement by subtracting the deductible first (like most insurance companies), then the calculation would be as follows: $5,000 - $500 (deductible) = $4,500 0.70 (coinsurance) = $3,150 reimbursement. Their misleading calculation makes a difference! In the second scenario, you would get reimbursed an additional $150. Their policy documents do not state that they subtract coinsurance before the deductible. Their original policy documents even showed an example where they subtract the deductible and then coinsurance, which was false. I probably should have sued them. Instead, I told them their documents were misleading, and they have since updated the policy documents to show an example where coinsurance is subtracted before the deductible. Their policy is the only policy I have seen where coinsurance is subtracted before the deductible. Additionally, they do not cover exam fees and a variety of other conditions. Claims advocates often do not respond to follow up questions, and when they do respond, they tend not to know the answer to your questions. Overall, I would give Lemonade a 0/5 stars for dishonesty, lack of transparency, and poor customer service. The only reason I am sticking with Lemonade is because my pets have pre-existing conditions. If I find a pet policy that would accept them, then I would cancel my Lemonade policies in a heartbeat.

Please do not choose any insurance products from Lemonade if you actually care about your home, items, or pets being covered in a true emergency. Sure, you can sign up for insurance super quickly, a little too easily through their automated system, and get a decent price for a monthly payment, but in reality all you're doing is lining an unethical corporation's pockets. When it comes to that unfortunate day you actually need to use the insurance and make a claim, expect a full run around. For one, you cannot speak with a human being to save your life. Everything is through their AI "assistant" on the app. The claims process is strange, does not cover all the possible requests, you are unable to speak with a human, you have to record videos of yourself, very strange, detached process that is clearly poising the company in a position to deny your claim. I ended up deleting the claim because it would not let me claim loss of use in an emergency situation that required prompt turn around time. Instead the app would only let me claim damaged items, the least of my concern since only a few towels got damaged but the apartment had become temporarily unlivable and the landlord was not responding, so I needed to make a claim for loss of use for a place to stay. The process seemed so sketchy that I reached out to customer service and after a few frustrating days trying to get an empathetic and qualified human being on the phone, I cancelled the policy. The customer service rep was rude, dismissive, inappropriately informal, unhelpful in the situation, said nothing of substance or value, and encouraged me to cancel. I finally got a supervisor by request... still only through email, who expanded on Lemonade's claims process, pretty much stating it is the way it is and then encouraging me to cancel, confirming it being impossible to reach somebody, being unable to process a claim with a licensed agent, the disinterest in the emergency situations of their customers, the likelihood a claim would be denied anyway, the reimbursement nature of the policy, the sketchy fine print, all of it. I went through with the cancel. I looked further at the reviews on trust pilot and ComplaintsBoard.com and it is a very clear consensus that this company is shady and will go above and beyond to NOT protect you, pets, or property in a time of need. I need rental insurance that provides actual piece of mind, so I will be going with a larger, more established company, not one that uses an exacerbated AI process, who cannot process a claim efficiently, and who never pay anything out to the insured who are paying in, touting bogus excuses as to why. It's a shame how this company is preying upon lower income households and younger people, their clear target audience.

Terrible claims handling. Failure to act in fair dealing and goodwill. Treated me like I was doing something illegal when I was the victim. They're ai bot are writing all the positive reviews. This has a terrible insurance firm . The worst. Will never recommend or use them. Slow to resolve claim. Try to o weasel out of their obligations. Not respectable

My tv went out in the middle of the night so I called to file a claim. When I called the bot said it was a storm in my area and if that's what I was calling about. When I filed my claim I was told they had to check for storms ect. If the storm was county wide I could not get covered. After they found out it wasn't they had to call my landlord. After that I was told they can't figure out what happened, and I had to pay for a diagnostic test. They said I might be reimbursed if the problem falls under my coverage. I have a problem with this because none of this is in my contract. When I asked her to point it out in my contract that I had to pay for diagnostic test, she couldn't. She keeps insisting I have to do this test or they can't determine if I qualify. My contract does not state this and they can't jus add stuff to it to benefit them. I would like my claim paid.

I filed a claim in June for water damage to electronics

first, the claim specialist told me the claim was worth more than the deductible so i told her to cancel my claim

an hour later she called back and told me she was mistaken and that my coverage includes a higher limit on electronics damage

then i was asked for a clear video that shows the water damage. except, i'm not sure how to "show" internal damage caused by water. so i videoed the source of the leak which caused the water damage

next, i took it to the electronics store. i got an email from the provider explaining in detail what needed to be fixed

then lemonade asked for a lease agreement even tho i made it clear there was no damage to the house

the claims person has told me multiple times now this would be resolved in a week or less. it has now been over a month

i tried contacting her directly and literally every time i do, she is not available. i spoke with her boss last week who could not give me any definitive update or reason why the delay

mind you, this claim (minus deductible) is at most ~$3,500

lemonade brags constantly online about having the "quickest claim resolution turnaround time" "we set the record for quickest claim paid out" etc

yet, i've given them everything they need and have been waiting weeks upon weeks for an update

anytime they've reached out, they want more information. at this point, i'm exhausted at the amount of legwork required. i've filed the claim, written several statements, recorded multiple videos of the incident, and taken my electronics into 3 different locations to verify water damage, which they did

i've even offered to send my electronic devices in directly to lemonade as it seems they might need even MORE verification

at this point, i'm fed up with the shoddy service, huge delays, and complete lack of communication

1. Stupid chat interface is extremely annoying and slow.

2. Customer service is ignoring all my emails and support requests. I've followed up several times and even filed a new request.

If I don't hear SOMETHING back within 48 hours, I will likely cancel both my pet and renter's insurance. This gives me worries about how good the service will be when I need to actually file a claim, which I haven't done.

This is the worst homeowners insurance experience I’ve ever had.

Right before the pandemic, I was lured by how simple signup was. As well as the five star reviews. However if you sort the reviews by most recent, you’ll find less than impressive reviews - so don’t be fooled!

When I submitted a water damage claim in June 2022, they reached out to me promptly in the beginning. But after these early communications, they failed to save all the documentation I provided. Failed to communicate between the departments so I had to reiterate and resend the same documents repeatedly. Then all communication ceased after August. I was essentially ghosted despite my repeated email and phone follow-ups. Then in November 2022, 5 months after I filed my claim - a new agent reached out to let me know my previous agent was on some leave of absence and requested all the documentation from square one. I have never dealt with such disorganization or lack of customer care.

I ended up having to pay for all of the repair work myself and promptly canceled their services.

All promises with none of the services to back it up when you actually need help. I urge those reading reviews to pass on this company.

I was so excited to sign up with lemonade after reading all their stellar reviews. I started with renters insurance, added pet insurance and now planning on using lemonade for home insurance! But after my dog had to have emergency surgery, multiple visits to the vet and multiple rounds of antibiotics and pain killers, the bills started adding up. I sent lemonade my first claim on 10/9 and that first claim hasn’t been processed. It’s been over a month and each time I’m the one who reaches out asking “hey what’s going on? Can I get an estimate for completion?” I of course get the cute automated email response saying they’ll get back to me in a few days. But it makes multiple business days until I hear from a real person! And even when I manage to get a response, it’s largely unhelpful. I signed up with lemonade expecting fast turn around times, some level of transparency and I really believed in their mission to give back to local charities. But right now I’m dealing with $2k worth in medical bills for my poor puppy and lemonade has essentially ghosted me. I will like end my rental insurance with lemonade and look else where for home insurance as well. Bye lemonade! Thanks for nothing.

To get an estimate you will provide all of your very personal information. You will not be able to delete your account and they will store your private information. They will not delete your account or stored information such as social security, date of birth etc… I called and they said that’s the way it is.

Email from Lemonade regarding y request to delete:
“I wanted to quickly follow up with you regarding account deletion. We are not able to delete all information given during an application, but rest assured your info is highly protected and will never be sold. You can read about our Privacy Pledge here.

A bit more detail from our legal team...

‘As an insurance company, we are required to preserve certain records for future audits. We’re aware of customer rights under the law and regulations, and are committed to honoring them. At the same time, other laws and rules permit or require us to retain certain information.

Under the law, a customer has the right to send us a concise statement letting us know the reasons why s/he disagrees. While this won’t change our ability to process the request, we are required to retain your statement.’

Thanks again for taking the time to reach out. Please let me know if you have additional questions.

Kindest regards…”

I currently have lemonades renters insurance and haven’t had a problem but if you are looking at their pet insurance I would be very wary

Pros: quick to pay your claims for very simple stuff like wellness checks, the people who do the claims are very nice

Now onto why they are getting 1 star:
I adopted a cat in July and in that same month started their pet insurance I chose them because I already had renters insurance and figured I could save a little money with bundling. Huge mistake! I adopted my cat because she had been diagnosed with anxiety that made her pee at weird times due to changes in the previous owners house. So I agreed to take her in. When I took her for her vaccine renewal the vet wanted to do some tests on her. Long story short they found bladder stones. I wasn’t worried because I thought hey I just got insurance they should pay for this it’s been over 14 days (their waiting period) since I got the insurance. Well they denied all my claims and I had to pay for her surgery to remove the stones myself. They said that her previously diagnosed anxiety was incorrect and she must have had bladder stones the whole time. Even if this is the case how am I suppose to be able to prepare for that since I just adopted the cat. DO NOT use this insurance for pet insurance, they will look for anything to be a preexisting condition so they don’t have to cover it.

You used to be perfect. ..in your “effort” to be “funny”, you manage to be offensive. Attempting to “rap” last week now this week talking about Holy Water? Come on, have your diversity team check those jokes before you publish them! You trying too hard. I got penalized for filing a claim when my building flooded my apartment with dirty sewer water from the sink. My building lied about the flood but thank goodness I had pictures and video. This group becomes very impersonal when you ask questions about the process and refuse to get in touch with you. They suddenly, and without notification, refused to allow me to change my deductible amount in a new insurance policy. This was my first claim ever in life, but they claimed that the “algorithm” and the underwriting now showed that I should have limited terms for filing a claim, even though it was below $10k. I was initially told that my claim would not change my status or insurance. I had to eventually report them to the insurance board for changing my access to insurance, and it was determined that they were wrong for what they did. They were dishonest in their response and refused to contact me to explain what was happening. I had to go back to the board a second time for them to get back involved so I could get a response. Lemonade, you need to add some sugar to actually be lemonade. I don’t know what made you treat me the way you did but it’s unforgivable. This was a totally sour experience.