Consumer Complaints and Reviews
They're unfair and racist. The claims manager, Debbie ** in Florida, who is Donna's boss, is discriminating against me and refusing to pay for the steering mechanical damage that my car is exhibiting following recovery from a theft. I believe her delay may be based on your race because she has already made accusations of fraud against me to my attorney and the adjuster based on the area of Chicago in which I live and suggested that you would purposefully damage the steering to my own vehicle. She is also purposefully delaying payment of my claim when she and her investigator Tony, also in Florida, already have third-party statements from the gas station where your auto was stolen that the vehicle was driven off site, which it could not have done if the steering was broken prior to theft.
Debbie also has statements from the dealer where the vehicle was immediately towed (because it could not be driven when the police found it running with the windows down) that the power steering is broken and requires repair in addition to the other damage that was exhibited upon recovery. Today I learned that Tony was told a few days following the date of loss that he could attain the video tape from the gas station with a police request and that similar thefts had taken place at the same gas station recently. Instead of following up and attaining the tape through the police or even sending a letter to the gas station to make a copy for your company, Tony did nothing.
As of today, the tape has been recorded over and lost the proof that the police could have used to arrest the person who stole and damaged my car if Tony had done what he told the gas station he was going to do last week. Even though you live in the area of Chicago that the President says is the worst in America, doesn't give her the right to play games and not pay my claim. I work hard so that you can have a quality vehicle. I pay good money for your insurance and always pay on time. This is unacceptable from any insurance company.
I was driving on I-10 on 2/2/17 when I hit a tractor trailer tire tread at 70mph that was hit into my lane by another vehicle. According to all of the representatives and manager I spoke with, this was avoidable. And you as a driver are to take evasive maneuvers so you won't be found at fault and your rates won't go up. So if you want to pay more just react while driving and ignore other traffic. Apparently, this is policy for Esurance and for all insurance companies. I have informed them that I will be taking my 3 vehicle full coverage policy elsewhere. Maybe another company will like my thousands of dollars. Shame on you Esurance.
My rates increases although I have no points on my license, driving record is clean, and then when I inquire about the increase, I am told they will get back to me, and guess what? I never hear feedback. My most recent claim was a theft and complete and total loss of my vehicle, I put the claim in 08/2016 and it has yet to be resolved, they have interviewed me three times even under oath in front of their attorney asking the same questions, they have interviewed my spouse, I have provided them several documents, and they keep asking for more and more and something different every other week.
If it wasn't for the fact I have a supportive spouse and family and they were able to get me another vehicle, I would be out of a vehicle. The way Esurance has handled my claim has been absolutely horrendous! They have wasted my time, money, and caused me undue anxiety pain and stress to the point I am now seeing a therapist. All because they don't want to pay!!! But they can surely take my money every month!! As soon as this claim is completed, Esurance will not get another dime of my money nor my business, and I will be urging everyone I can to STAY AWAY if they know what's best for them.
Worst service ever! First of all, my rate kept hiking up every term without me getting into an accident or anything. My car is an 2004 Pontiac Vibe. A couple of weeks ago, I got into an accident where I hit a patch of ice and jacked up my back left wheel and axle. Their first mistake was towing my car to a place 45 MIN AWAY FROM MY HOUSE when I had a tow yard just 10 minutes away from my house. I was shocked to find out that it was totaled. It really wasn't but they claim that it was a $4000 job which I highly doubt.
Second mistake came when giving the value of my car. My car was undervalue by at least $1000 according to their estimate. They don't use KBB which values my car at a higher rate. I even called the dealership where I got the car and they said that Esurance was stiffing me. I did NOT appreciate my claims handler talking over me every time I had a question. So disrespectful! The nail in the coffin came today when I realized that I won't be getting any money to buy a new car and all the money goes to my dealership. At this point, I feel like I would have been better off not having insurance if this was going to be the end result. This company doesn't care about their customers. I'm taking my business elsewhere!
I have been sitting on hold for hours. I have been hung up on, laughed at, and told that my rates going up is just what happens. I am a safe driver, no accidents, and my car hasn't left the driveway in months due to I am disabled. Run for the hills!!!
How do I know I can trust these reviews about Esurance?
- 697,568 reviews on ConsumerAffairs are verified.
- We require contact information to ensure our reviewers are real.
- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
For more information about reviews on ConsumerAffairs.com please visit our FAQ.
My wife and daughter were hit from behind in a car we had for about two months. Esurance came in and ran roughshod over us trying to form us to settle the claim. They wanted to total out our vehicle. With their crappy GAP insurance included, we were still going to lose about $4000 paying for a car we could no longer own if they did that. We want our car fixed. They even forced the person's insurance, AAA, not to deal with us. They have tried every underhanded threat in the book, including trying to force us to sign over power of attorney, have tried to pick up our vehicle and take it to a salvage yard (we have it at a body shop and are not being charged storage fees) without our permission. Now they are threatening to close the claim because we won't allow them to just total out our vehicle. Please, please stay away from them.
I purchased my 6 month policy for 255.00 on 12/2/15. My first payment was 85.95. The person who sold me the policy said I would have a payment reserve in case I couldn't pay a bill which was the main reason I went with Esurance. I paid my payments of 47.45 with no problem until 04/2015 I figured the payment reserve I was promised would cover it but I kept getting billed so I called customer service and was told that Esurance don't have a payment reserve so they canceled my policy for nonpayment on 4/25/16.
Not complicated, choose your insurance, transfers are easy. Had to transfer insurance from one car to another, got new rate immediately. You get to choose what coverage you want, get quote right then.
I switched to Esurance because their rates at the time were a bit cheaper. After 1 claim less than 7000 dollars I was sent an email saying they wouldn't be renewing my policy. On top of that they sent their own person out to assess the damage for that "one" claim and then they ended up going against their own person in order to pay out less on the claim. My claim adjuster called me on her cellphone after hours... yelling at her boyfriend in between getting my info. Esurance is absolutely the worst company ever. I've been a homeowner for over a decade and have never seen anything worse.
In Aug 2016 I began car shopping. In an effort to streamline emails, I created a Gmail account specifically for this purpose. It turns out that I bought a car much faster than I expected and only used the email address ONCE... when I tried to get a quote from Esurance, I was able to get a quote online, but when I called from the dealership to secure coverage I was told I couldn't be insured due to a "no fault" accident on my record. Ok, fine. I moved on.
However about two months later the scam phone calls started, a few here and there at first, and increasing to as many as 5-6 per day. All random local numbers so I feel I have to answer. Mostly people trying to extend a car warranty for a Honda that I never owned, and then some from actual car dealerships saying they got my info from a marketing list saying I was searching for a new Honda. When I would actually speak to someone, the email address they had on file was the one I only used for my Esurance quote. Looks like I should've used a fake phone number, too. If my phone number didn't have meaning to me (weird, I know) I'd change it.
It is nearly impossible to speak to a human when reporting an accident, service does not include a tow truck during an accident claim. It is believed the company did not investigate thoroughly to determine who was at fault. The customer service is very poor. The cost of the policy is a major factor, you get exactly what you pay for with this company.
Never made it to being an Esurance customer since I was never able to get an accurate quote! On 12/23/16, I received an online quote for auto insurance on three vehicles and received a quote of $549 / 6 months. While trying to purchase this policy, the session timed-out and I had to log back in to retrieve the quote only NOW, the quoted premium was $591 / 6 months. Thinking that there was an error in the quote, I reentered all of my information for a new quote -- surprisingly (or not) the premium was now $612 / 6 months and I gave up for the day.
On 12/24/16, I tried again... Retrieved my previous quote for $591 and tried to purchase but, after having to reenter my information that was supposed to be "saved", the premium was now $622, $641, $643 and $653 for the EXACT SAME COVERAGE LIMITS that were quoted at $549 just the day before! I called and complained to customer service and tried to get them to make sense of the ever-changing (although ALWAYS changing to be a few dollars more, never less), the explanation I got was something to the effect of, "Quoted premiums are subject to change, Policy premiums are set and do not change." My answer to that was, "I understand that quoted premiums might change or fluctuate a couple of dollars of the course of a few days or weeks or months but increasing almost $100 within 12 hours is ridiculous!" The representative basically advised me that there was nothing they could do about the premium -- take it or leave it.
After reading all of these other reviews about non-existent customer service and claims processing, I'm glad that I didn't make the same mistake! If an insurance company can't even offer a reliable QUOTE process, what hope would there be for having the company's support in the event of an accident (which IS what we pay for, RIGHT??).
My vehicle was hit while I was at work. I had to file claim, take time off work, and fight them with every step to get my car fixed. They even tried to talk the guy who hit me into blaming me. Good things we are friends as I was in the building when he hit my car. Very unethical practices going on here. First your guy hits my car. Second: I have to miss a day of work to deal with it. Third: in order to get a rental car, I had to drive 45 miles, then you argue with me about it. Fourth: you argue with me about all aspects of fixing my car, reimbursement, and I lost all value in my car. I have been nice, tried to work with you and nothing but attitude and disrespect. Never ever buy this insurance, this is a horrible company to deal with.
I feel swindled by this company for a second time, 12 years apart. The first time was so flagrant and undefendable that I thought after 12 years that a national company would have corrected their policy. The first time they quite simply gave me a cost and shortly thereafter arbitrarily raised it. After I initially agreed and sent them the money that they asked for to get the policy started, they contacted me by email raising the price. When I complained, also by email in case it matters, they did not respond. I found out at this point that to cancel the policy would cost me $50, and I would also pay for the brief period during which they insured my car. Instead I decided to stay the 6 months rather that just plain lose $50.
The second time just lately, it was essentially the same experience except that they went to the extra step of telling me why they were raising the initial rate, which was based on the amount of mileage that I estimated that I'd be driving in the upcoming year. They asked for proof and suggested past service repair receipts. When I supplied them with these documents that verified the same mileage that I had stated on the application, they ignored this evidence and upon receiving it they again insisted that my premium would be the higher amount. I told them "no", that I would not pay it and told them to cancel the policy, which now for two weeks had been active, and that if they did not refund the full amount of the deposit, I would let others know that they are a dishonest and deceptive company thru reviews like this one.
So that is it. I am out $75 even though we never even agreed on a price. But they had my good faith deposit, so there was nothing that I could do. My car has 65,000 miles on it after 15 years of use, all put on by me except for the first year. I am still trying to get insured at a lower rate than the typical car owner who puts on 15,000 miles a year. On top of that, as of 6 months ago I have been living in a rural area. We drive our car today only once every week or two. The proof I sent them was two service repair receipts that showed that during the most recent 4 month period between these repairs I drove about 2000 miles, or 500 miles a month, extrapolated to 6000 miles a year.
For State Mandated Minimum $306.00 for 6 months. For matching my current policy which is near doubling the amount of state mandated minimums the cost would be less $292.00 for 6 months. It is simply impossible to purchase more insurance and pay less. Upon inquiries, I was told, "Well all insurance prices fluctuate". Really??? Same policy w/ 21st for 16 years. I had 3 price changes. 1. When I changed vehicles. 2. When I added a 2nd vehicle. 3. When I became a safe driver my cost went down. You can read the writing on the wall. They intend to continue to jack up my rate until I'm paying what they really want to charge and no doubt they will add a hefty policy cancellation fee to boot. Buyer beware!
OK first off I was in two accidents. Not a fault. My insurance company knew that. I told them that the van was totally messed up. Non-drivable. This lady adjuster for it fixed anyway after I told her that the van was smoking and she knew I was going out of town for a funeral. She was sneaky and did it anyway. Never kept in contact with me as I ask her to keep me posted. This is my van. I can't believe this. Now I have no vehicle. They refuse to help me in no way shape or form. So disappointed with this company. I tried to talk to corporate office but I think they lie about having a real corporate office because I kept getting the same person or department. Sad. I will do everything I need to do to make sure this company don't keep lying to others. Scam because I paid insurance for over 4 months and I didn't even have the van. It was in the shop non-drivable. Like why am I paying insurance if they can't help. Fruitless right.
I had Esurance for approximately three months when what I would consider to be a fraudulent claim was submitted to my adjuster. I provided detailed accounts and documentary evidence that rebuffed the claims of the claimant. Despite my opposition, Esurance ignored all my protests and sided with the other side. They hid behind a claim that they were "doing it to protect me". When I talked to an underwriter, however, I was informed my rates would go up.
This seems to me like a blatant attempt to harm their consumer base. I feel like my story had been entirely ignored and my documentary evidence was not listened to. I fully intend to seek legal action in the near future based on my experience. I wholeheartedly do not recommend using their services. Their rates ended up being double what another competitor's were.
I've had Esurance since February 2016. They repeatedly failed to report my policy to loan company numerous times causing me to spend hours on the phone with both companies getting out straightened out. Once it was finally settled I thought I was good to go. Then in Sept, I renewed my policy and they switched me from full coverage (unbeknownst to me). My car payment almost doubled. I called my loan company and found this information out, I was never notified or called by Esurance. I'll be switching companies first thing Monday. I now owe hundreds to my loan company because Esurance switched me from full coverage and didn't tell me. I called Esurance and the lady rudely said I should have noticed my bill went down. I told her to check again, my bill NEVER WENT DOWN and she checked and then said "oh". I will never do business with them again.
I was hit from behind in a car accident by a man who was sadly insured with Esurance. I paid 14k for the car but they are giving me 9k because that is what it is worth online. The problem is that no dealer is willing to pay 9k for the same 2010 Nissan Altima SL with under 100000 miles on it. I have given them multiple comparisons that were at least 1k over what they are willing to pay me and they all are very fair comparisons with the similar miles and same make. They all have been dismissed as not legitimate for some reason or another. The depreciation on the car is 1 1/2 years and they are giving me 5k less than what I paid for it. I'm a young college student and I feel I'm being taken advantage of because it doesn't seem very fair at all that I be at such a loss. This company is garbage.
When comes to customers Esurance doesn't need you. I guess we the customer need them. Mob mind state. Yes Esurance have done everything they could not to assist me here. Esurance has made the mistake initially and want me to pay for their mistake. Every time Esurance has contacted me it was to be firm with me and tell me that I will not be worked with. This is not customer service. In fact America has come to know no customer service. It has became our culture because people and corporations do not care about the little guy. I will pay this. You can also count on losing a customer. I will make it my point to discourage whoever I talk to about your bum company. Word of mouth to this day still generates or buries business.
I was on the phone for quite some time and he became combative when I asked him to mail me a quote so I can compare the insurance I have to what he is offering because he kept saying he would call me later so I can look at my declaration page. He kept telling me I don't have what I say I have and I told him I had just changed my insurance a month ago and I know what I have. He stated that he was the insurance person and he knows. So I said "well yes or no will you send me a copy of it" because I will not talk to him about it until I can compare it side by side and he hung up on me! I work in customer service and he was rude basically the whole phone call and treated me like I was stupid. I would not go thru Esurance if it were free!
I was in a house fire... Okay this place is crazy I promise I've never been treated so bad. I was forced to let the professional service to clean my clothes. In which costs $10k..Yes, $10k. & it's been 3 months and I still have not got my clothes. I've been in a hotel for 3 motel. I feel that if you getting your money in then to treat someone like trash this not nice at all. Then to say that I told them to pay someone 5500 to clean some clothes come on really? I didn't want to go this way but you can't get in contact with anyone about your clothes. Omg really come on. So now that I'm getting a lawyer to handle this so oh well I did my part. Oh yeah to let you know that it's nov 18 in still no clothes and they got paid aug 5th 2016 so whoever reading this please just know I'm not lying. I'm out. I'm dropping them... Please read. Oh I will send you guys proof if you need it.
ESURANCE is the BIGGEST FREAKING RIPOFF in the entire WORLD. You request and agree to a quote. Then they jack up your premium 50%!! THEN THEY ADD A $5.00 TO PAY YOUR FREAKING BILL ON TIME (5 FEES!). Then they charge you 60 freaking dollars to cancel then prorate your premiums and you get almost nothing back!!!! STAY AWAY!!!
Just so you know, the quote I got for car insurance from this company (pleasure only) turns out to be almost THREE times as much as I was paying in Canada, and that was for driving my car to work. I am an accident free, 60 year old driver, with 30 years of a clean driving record. This company insists on charging me, because I am new to US, as if I was a teenager of 16. And they actually penalize people for choosing to live for periods without a car!! In other words, your premiums go up if you have had a period without car insurance. In a world in which we are encouraged to use public transit, walk and bike to get cars off the road? There has to be a better system.
I was also offended by the types of questions they asked me about my personal life (married, domestic partner, widowed etc). This might be standard for insurance companies down here in the U.S. as they assess your risk factors, but think about it. Did they asked if I drank alcohol or smoked pot? No. Did they ask me what race I am? No. Answers to these questions must also provide relevant actuarial data, but they would be considered an invasion of privacy. So why, then, cannot my marital status be none of their business?
We have had Esurance for 2 years. Our monthly premium started at $62 a month. Exactly 2 years later, our monthly premium is $96 a month. We have had no accidents, tickets or claims in the last 2 years, nor have we changed our policy. We have the same cars we had when we started with them 2 years ago. The first 6 months we apparently had an "online shopper" discount for $8. The rest of the increases took place every month for $1 or $2 a month.
The rep that cancelled our policy estimated that this time next year, we would be at approximately $115 a month based on the regular increases we have had. Over $40 more in 3 years with no changes to our policy or driving record?!?! I called a few times in the last 6 months to ask why the regular increases were taking place, and I was told that "other people in our area were filing a lot of claims". I would NOT recommend you buy insurance unless you want regular increases to reward your perfect driving record!
I had my first accident claim to file with an insurance company. A deer ran out and the damage was a complete loss to Esurance. The loss actually is that I chose Esurance. They didn't want to pay for repairs because if it is a total loss, I get to cover the auto loan because they only paid 25% of the loan. All State gap insurance only cover what your insurance covers. I get to pay the other 50% to pay off my loan. So, I paid $42,000 over the last 7 years for them to cover 1/4 of the car. I just want to save the next person from wasting their money. Go to a real company, Esurance is a scam.
I just use the Esurance auto insurance recently. Their NY customer representative does not know the details of their policy. The representative is not patient. She just does not understand my question at all even though I repeat my concern three time. It is bad experience. I will not choose Esurance again.
I found a cheaper rate from another company a few days before my policy was to renew, so I called esurance to tell them I would not be renewing my policy. Since I had recurring billing, that was one month ahead, the first payment had already come out, so the customer service lady told me I had a refund of $224 coming back. That was nice to hear. She said they would be crediting it back to my last known payment method which was a debit card and bank account I had recently closed, and replaced. I told the woman this, and she said ok, she would note it in the system, and request that I get a paper check. I said fine.
Well, they then sent me an email on August 20 saying that my refund was processed, and had been electronically sent to my debit card... the same one I had told the woman was closed. I called my bank, the transaction never reached them at all... they said even if they had sent it to my old card, they could see it, and put it in my active checking account.
So I called esurance again, and told them the deal, and that I never received my refund. They said that it showed my refund was sent, and accepted by my bank, and there was nothing more they could do. So, long story short, it is now Sept. 10. This has been going on for almost a month now. I've been making calls and doing everything I can to find my money. My bank has been very cooperative and helpful, they did a full investigation, and still say the refund is no place to be found on their end. I even asked esurance for a tracking number, and they gave me some 23 digit number that neither me, nor my bank found helpful. My bank said if I could get them to give me the full debit card number they sent the money to, they could make sure it got sent to the right card.
Also, in case that didn't work, they told me to ask esurance to give me the tracking number that goes along with every electronic transaction. Basically, when I asked for this info from esurance, I was told the long, useless number they gave me to "track the money" was all they had, and they couldn't give me my full debit card number to verify it's correct, because they cannot see the whole number, just the last 4 digits?! Then how the hell have they been charging my debit card in the past?! They pretty much said there is nothing they can do for me. My theory?: Esurance screwed up and sent my money to someone else's debit card, and doesn't want to do the necessary digging for me to get it figured out. I'm sure that someone probably got an unexpected credit of $200 to their debit card... I bet they're happy. Thanks for all your help esurance!
I switched to Esurance probably 7 years ago after my son had been rear-ended by an Esurance customer. At that time the company was superlative in every way and so I canceled my policy at the time and went with Esurance. In 2015 upon moving to another state, I continued with Esurance auto and added Homeowners. Sometime between 2007 and 2015... Esurance became an Allstate company and the result is disastrous.
I have spent HOURS in 2016 trying to clear up errors on their part that caused jumps in my rates of $500... twice. Once on the auto which was squared away and shown to be THEIR fault... not mine. And now all of a sudden the renewal on my homeowners also jumped $500 and once again I have spent hours and hours trying to clear this up. Their procedure is to just say whatever... and then do as they please.
Currently on Aug 24 I received a renewal for my Homeowners slated to roll over six weeks later on Oct 5. The policy cost had gone up $500. I immediately called Esurance and told them I was not renewing at this price. I went over every line of the policy with the Licensed Representative. She could find no reason for the increase and sent the policy back to Underwriting telling me I WOULD hear from them within 48 hours. A week later and one month before the renewal was to go into effect, Esurance drafted my bank account for the first payment on the new policy which I had NOT renewed, did not accept or agree to, did not authorized and I had notified them more than 10 days prior.
I took issue with this procedure but could have been talking to a wall. They refused to reverse the charge claiming it was a cancellation and as such could not be REFUNDED until the rollover date. If I had decline to renew the policy and not authorized any payment then how could this be a REFUND. I did not pay it or authorize it. They just took it.
Only after numerous emails, calls and a complaint directly to the State Insurance Dept... suddenly they reversed their claims!! I did not have to wait 6 weeks to get my REFUND. Suddenly they put it through right away and despite their warnings it might be my BANK'S FAULT if it did not show up for 2 weeks... strangely my REFUND shows in my bank account today. They not only stole my money... Esurance stole my time. I went right out and got another policy locally for $1400 LESS a year than Esurance. Allstate is a horrible company and now they have made Esurance over in their model. STAY AWAY. You can do much better.
I got a quote that seemed to be about $60 cheaper than my current auto + renters insurance. I also changed my deductible from $500 to $1000. I put in my drivers license number and social at the end of the quote for them to verify my driving record. I had one ticket and accident (not at fault). Both my ticket and accident were from 3 years ago. They asked me to pay my first month and additional month initially. I had no problem with that since I assumed I would eventually see that extra month.
4 or 5 days go by and I receive an email from Esurance saying that my premium is going to increased immediately. My premium went up significantly. My monthly payments went from $134 to $290. When I emailed them to see what happened, I was told that they found that the accident I indicated was my fault. I told them I was not at fault and that my current insurance company even has the records to prove it. Once I sent over all the information to prove I was not at fault, they told me it didn't matter. I don't understand how you can give me a quote and use my personal information (Social and license #) and the quote not be correct. I also do not understand how a higher deductible that my current insurance company would not drop the price but make it more expensive.
Needless to say, I didn't cancel my other insurance company since I hadn't received my insurance card with esurance yet. I decided to cancel esurance and stay with State Farm. Esurance ended up taking $50 for being with them for 4 days. I had to keep asking for my refund. Finally after a week of constant emails and phone calls, they tell me they have submitted a refund to my bank. DO NOT USE THIS COMPANY! They also told me that the extra month of insurance you pay initially is considered equity and you never see this money again unless you cancel, and it loses its equity.
Matthew BrodskyInsurance Contributing Editor
Matthew Brodsky is an established expert on insurance, having written hundreds of articles and other pieces of content on the subject, interviewed countless practitioners, and attended dozens of conferences and events. He served as an editor at industry magazine Risk & Insurance for six years.
More about Matthew→
Esurance is an auto insurance company owned by its larger parent company, Allstate. The company is among the first established online insurance companies and offers 17 physical office locations around the country.
- Excellent customer service: Esurance has more than 3,000 customer service representatives working for the company across the country. Customer service is available 24 hours per day, 7 days per week.
- Fast settlement time: The company works fast at handling auto damage claims and can settle most within 10 days.
- Esurance mobile: Customers who use Esurance auto insurance have access to the Esurance Mobile App, which allows them to access their insurance account information when they're on the go.
- Discounts offered: Esurance offers customers numerous discounts, like multipolicy discounts, safe driving discounts and discounts for switching from another insurance provider to Esurance.
- Many vehicles covered: The provider offers coverage for a wide range of vehicles, so drivers who drive motorcycles, boats or bikes can also find coverage.
- Best for New drivers, drivers looking for insurance discounts and people who just purchased a car.
Compare Auto Insurance
Esurance Company Profile
- Company Name: