I have never had such a horrible experience dealing with any type of insurance or company EVER.
On June 18th of this year, unfortunately, there was a burglary in which my purse, wallet, and my rings were stolen by shattering the back window of my car and pulling my purse from under the seat at a local swimming park.
We were paying $30 a month for insurance that covered our personal property and what we believed to be an additional $5000 toward my wedding ring set. A month after I started my policy an email was sent that ended up in my spam folder; I never knew it existed until this incident occurred and I was told I no longer had separate coverage for my rings because I never sent them pictures of the rings or an appraisal (both of which I have and would have gladly sent in had I been asked). She told me that they did reach out to me to notify me. Well, I began frantically looking for proof that I paid for ring coverage and also wanting to look to see if I missed this email from them that she said existed asking for the documents. I found the ring coverage proof in my regular email by searching their company name. I didn’t find the email she was talking about, so I proceeded to search my spam folder and my deleted folder. And ridiculously, I began to cry as I saw one single email AFTER they canceled the coverage in the spam folder, of course, saying that they were canceling this extra coverage as a courtesy for us to save us money ($2.34 per month)...and because the documents they asked (or claimed they asked for were never received). I never knew this email message existed because I had no reason to think my policy would be changed. The monthly payments auto-drafted out of our bank account monthly, therefore this $2.34 per month difference in our premium went unnoticed. So, in a nutshell, my most precious possessions were deleted off of our insurance policy without us being reached out to BEFORE CHANGING OUR POLICY as a common courtesy. Not a second email, a text, a phone call...all methods of communication they VERY QUICKLY USE if your payment is coming up, late, etc. Such a small task it would have been on their part to make sure we knew that there were documents that we NEEDED TO PROVIDE TO THEM to continue having coverage on my rings and that they never received them. (This would have made an enormous amount of difference in the outcome of this situation!) Instead, they just assumed we no longer wanted the rings covered and deleted them. Then sent a spam email after the fact. That is such sorry customer service I don’t have words for it.
That whole approximately $17.50 they so graciously "saved us", LOWERED the coverage of my rings from $5000 to $1500, which is only about a third of the total value of the rings. I may never again be able to replace them. Over a stupid miscommunication; a freaking picture and the rings documents from when we bought them. I’ve never been treated so poorly or had such poor communication from any type of insurance I have ever dealt with whether it be medical, auto, renters, homeowners, etc. I strongly recommend that if you’re planning on using this company to do your own research and think about exploring other companies that are tried and true. I feel like we were scammed out of what was owed to us in a loophole they somehow found that benefited them and saved them at least $3000. I am reporting them to the Better Business Bureau and anybody else I can think of because I feel like these practices were unprofessional, immoral, and downright despicable and I feel like the vague, intermittent, terrible communication problems were intentional and that they knew what they were doing was not morally correct, but did it anyway.
Also, these people are very weird when it comes to phone calls. I have an exchange of about 55 emails back-and-forth from my "agent" who was named "Amy". By the way Amy had no last name and no original email address. I then spoke to an "Allie" who could not seem to locate any details of my claim. I did speak to another male via email whose name also started with an "Alex", who was also robotic-like in replies. And in the course of these nearly 60 something emails back and forth to Amy, there were so many things that could have been resolved with one single phone call. She was my claims adjuster and I never heard her voice. I don’t even know if she is a real person or not. She tried first to say we had canceled our policy, then retracted that statement, proceeded to tell me I had already filed a claim for losing my wedding ring in December, later changing that statement was well after a supposed recorded statement from me was unable to be found. She basically refused to pick up the phone and call me even though I asked several times.
She did try to make me feel like we did something wrong when out of the blue she claimed we’d already claimed this ring in a case that had no claim number, no emails I could locate, and no memory or proof of it. She insisted I should not act like I doubted the existence of my recorded statement claiming to have had my diamond stolen.
She decided our case needed to be further investigated for fraud! Seriously, I was so close to cursing her out, but couldn’t very well do so via email and didn’t want to stoop that low. So she insisted on sending an investigator out to take separate statements for me and my husband to make sure we were telling the truth about these rings being stolen. There was a police report and a detective had been out, and my car had been fingerprinted. I could not believe I was being basically called a liar. The fact that they doubted this was a valid case was appalling. It was humiliating to be treated like that. Involving an investigator dragged out this claim a total of 43 days, not the fast, fair, friendly, and whatever else service THEY CLAIM to provide. So yep, finally I was told our claim was approved and they settled my case for a third of the value of my stolen items. I signed no release agreeing, I just got an email saying it was being deposited to my bank. The amount was sad and broke my heart. I'll never be able to replace my rings! MY HUSBAND AND I HAVE BEEN TOGETHER 23 years. It took us until our 15th anniversary for him to be able to surprise me with my beautiful set we couldn’t afford when we originally got married. I’m just so hurt angry, and truly feel scammed.
If you read until the end of this long story, it’s sincerely appreciated because the more people that know the tactics the company Lemonade is using to avoid paying out claims properly and fairly, the less people that will be screwed as we were. Also, if you do use them, be careful not to get caught up in one of their many "loopholes" used to avoid paying out claims and making it very difficult for customers to communicate with them during the entire process. You do not get to call them. You have to wait until they reach out to you. If you do try calling you get a Google voicemail. Every email that came from anyone came from the same email address that was literally email@example.com I feel deep down that they are not doing proper business an hope they get investigated and exposed someday. If anybody else has experienced anything similar, then send me a message and let’s talk about it because I truly feel like I was robbed twice; once when everything was stolen, and again when Lemonade did not do the right thing and did not pay me enough to get half of my belongings back. Again, if you read this entire paragraph, thank you for doing so AND PLEASE SHARE THIS because I just want to get the message out there and save others the stress, sadness, humiliation, and severe anxiety that they provoke. Thank you.
Bottom Line: No, I would not recommend this to a friend