Esurance Insurance Review & Complaints: Auto & Home Insurance (2024)

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Esurance emerged as a pioneer in the online car insurance market, establishing itself as a significant player in both affordable auto insurance and expanding its services to include home insurance. Operating sans intermediaries, the company remains committed to its forward-thinking, environmentally conscious ethos in insurance sales for two decades. This review delves into the background and evaluations of Esurance, encompassing aspects such as Esurance auto insurance quotes, Esurance auto insurance reviews, and even Esurance boat insurance options.

Home and Auto Insurance: Esurance

Esurance entered the market in 1998 when the idea of buying anything on the internet was still a novelty to most people. Branding themselves as a modern and green company, Esurance promised low car insurance rates without the middleman. Esurance was one of the first companies to offer online quotes and also offered rates from other companies for comparison and became a competitor for other direct buy options like Progressive and Geico. In 2004 Esurance again stayed at the forefront of change when they began offering multi-car discounts to same-sex couples, and further supported LGBTQ causes including The Trevor Project. The company’s inaugural marketing campaign featured a character named Erin Insurance, animated and geared towards the young male demographic. Esurance Auto Insurance garnered widespread appeal across all age brackets, prompting the discontinuation of the animated promotional campaign in 2010. Shortly thereafter, in 2011, Esurance was acquired by Allstate, a notable figure in personal insurance. Despite Allstate’s continued reliance on captive agents for sales, the acquisition granted them access to the direct-buy market through Esurance. Esurance maintains its autonomy, operating from its headquarters in San Francisco. While their auto insurance coverage extends to 43 states, the availability of other products varies. For insights into customer satisfaction, individuals can consult Esurance home insurance reviews and Esurance homeowners insurance reviews. Additionally, those interested in exploring different options can compare the market home insurance offerings to determine the best fit for their needs.

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Read more: Car Insurance for Couples: Does having multiple drivers save you money?

What Esurance Insurance products are available?

Esurance initially focused solely on auto insurance, but it has since expanded its offerings to include home insurance as well. Unlike many of its competitors, Esurance independently underwrites the majority of its home insurance policies across most states. Additionally, Esurance collaborates with other companies to provide specialty policies. With auto insurance remaining its core product, Esurance employs the CoverageMyWay system to assist drivers in assessing their coverage needs, including liability limits, options, and deductibles. This approach reflects Esurance’s commitment to providing comprehensive insurance solutions. To learn more about Esurance ratings or to obtain a renters insurance quote, please contact us directly. It is built into the online quoting process and makes suggestions along the way. Customers are not required to buy the suggested policy and can customize coverage directly. The system is likely to be helpful to those who are not entirely sure what they really need, particularly those new to buying car insurance. Esurance’s list of insurance policy options includes all of the most common choices, including the liability to meet the requirements of each state and beyond, comprehensive coverage and collision coverage, rental car, and roadside assistance. They also offer loan/lease gap coverage. Esurance has a long list of available discounts for car insurance, with some that are common and some less so. A 5% discount is offered on the first policy term for quoting with Esurance online, and an additional discount of 5%  for the first two terms for switching from another insurance company. Other insurance discounts include paid in full, multi-car, auto/home bundling, good driver, good student, and safety device discounts. They also have a discount that is based on how you drive – Drive Sense. Drive Sense Like many other insurance companies, Esurance has joined in on the usage-based car insurance trend. Their program is called DriveSense. It uses a mobile app to monitor and record driving habits and calculate a discount for the driver based on the information gathered; unlike other such programs, there is no plug-in device. The app logs information continuously and calculates a new discount for each policy term as long as at least 50 trips have been logged in the previous term. This differs from many programs that run for a short period of time to calculate a discount, and do not recalculate over time. A discount of 5% is offered for enrollment, but the site does not give a percentage for the calculated discount. Most such programs average a discount between 10-15% and we would expect this one to perform much the same way. Currently, Drive Sense is not offered in all states. There is no risk for using it – Esurance does not penalize drivers based on the information sent back by the device. Motorcycle Insurance Esurance offers a motorcycle insurance program that includes all of the basic required coverage to meet state minimums as well as a host of add-on options. Coverage is available for a wide variety of motorcycles as well as mopeds, scooters, and off-road bikes. Insurance coverage options include trip interruption and coverage for optional equipment. Home Insurance Esurance offers a standard homeowner’s insurance program that covers all of the basics; dwelling protection, personal liability, and personal property. Optional coverage includes building code coverage, extended replacement cost on the dwelling, identity theft coverage, and home day care coverage. There are several discounts available for homeowners coverage, including the auto/home multi-policy discount for when you bundle. Home safety features and claim-free discounts are among the other options. In addition to homeowners insurance, Esurance writes landlord insurance and renters insurance policy. Home insurance isn’t offered in all states, and in some states, it’s underwritten by a different company, Answer Financial. Other Products There is a list of other products on the Esurance website, but these products are not underwritten by Esurance. They are offered via a partnership with other insurance carriers. These include life insurance, specialty vehicle coverage, pet insurance, and business insurance. Business insurance is offered through Allstate, and pet insurance through Fetch; life insurance is offered through a network of partners that are not listed on the website. Offering products through other companies is a common practice for big insurers that want to provide customers assistance with the policies that they don’t write. For inquiries about Esurance pet insurance or to obtain Esurance quotes, you can contact their customer service at the Esurance phone number provided on their website.

Read more: What do I need to do to cancel my car insurance policy with Esurance?

How to Get an Esurance Insurance Quote

Esurance was founded with a commitment to offering affordable rates, positioning itself as a cost-effective option from its inception. Consequently, one would anticipate rates considerably lower than the industry average. However, our experience with the Esurance online quote system was somewhat cumbersome. This may be attributed to the absence of real driver records in our sample data, as contemporary quoting systems typically rely on automatically retrieving such information. As Esurance couldn’t locate any records of a current or past insurance policy for our sample driver during the process of obtaining an Esurance free quote, the system automatically categorized us as individuals without prior insurance history. Unfortunately, this classification left us with no option to manually adjust this setting, potentially affecting our rate quote accuracy. Additionally, we encountered a need to modify each aspect of coverage individually within the Esurance car quote, as the system initially provided quotes with minimal coverage by default. It required some time, but we ultimately obtained an estimate for what is deemed standard coverage by both us and the California Department of Insurance—specifically, a quote for Esurance car insurance with limits of 100/300/100 and deductibles set at $500. Furthermore, to facilitate comparison, we also reviewed the sample premiums listed on the Department of Insurance website. These quotes may differ based on the specific sample information we entered on the Esurance site, and because they are run on January 1 of each year and may be somewhat outdated at the time of this review. Our rate quote came in about a thousand dollars lower than what the Department of Insurance had listed – their premium comparison ranks Esurance somewhere in the middle for rates. Our quote brought them in well below average, which is where they have stood in our rate comparisons for some time. It seems that Esurance excels in providing basic insurance policies tailored to meet minimum legal requirements for drivers. This proficiency isn’t unexpected given their focus on the budget insurance market. This expertise extends to areas such as Esurance motorcycle insurance quotes.

How Esurance Manages Claims

Ease of Filing a Claim

Esurance Insurance Services Inc. provides a streamlined claims procedure with a focus on digital accessibility. Policyholders have the option to submit their claims conveniently through the Esurance website or mobile app. This customer-centric method ensures efficient and straightforward claim submissions, eliminating the necessity for telephone calls or in-office visits.

Average Claim Processing Time

Esurance acknowledges the significance of timely claim processing. While the specific processing times may vary depending on the complexity of each claim, their utilization of digital tools and efficient systems ensures that claims are addressed as quickly as possible. Policyholders can anticipate prompt attention to their claims to minimize any disruptions caused by accidents or other incidents. For assistance with claims, individuals can contact the Esurance claims email address.

Customer Feedback on Claim Resolutions and Payouts

Esurance values customer feedback on claim resolutions and payouts, aiming for fair outcomes. While they address complaints promptly, individual experiences vary. Overall, Esurance car insurance reviews indicate a mix of positive and negative feedback, especially concerning claims and billing issues.

Digital and Technological Capabilities of Esurance

Mobile App Features and Functionality

Esurance offers a feature-rich mobile app designed to enhance the customer experience. The app allows policyholders to manage their accounts, access policy information, and even file claims from the convenience of their smartphones. Additionally, it provides the capability to upload photos for claims, streamlining the claims process and potentially expediting payouts. This digital tool reflects Esurance’s commitment to customer satisfaction, aligning with the legacy of their Erin Esurance mascot. Furthermore, the app incorporates features like Esurance chat for enhanced communication.

Online Account Management Capabilities

Esurance provides policyholders with robust online tools that enhance their control over insurance policies. Using their website, customers can modify policies, retrieve policy documents, and monitor claim statuses. This digital convenience streamlines insurance management, lessening reliance on lengthy phone interactions. For any Esurance complaints or inquiries, customers can reach out to Esurance customer service via email.

Digital Tools and Resources

Esurance provides an array of digital utilities and materials aimed at empowering policyholders to make well-informed choices. Among these resources are coverage calculators and educational content designed to aid customers in gaining a deeper understanding of their insurance requirements. For inquiries or assistance regarding Esurance in Florida, customers can reach out to Esurance customer service via phone, and their services extend to residents of Florida.

What are the Esurance Insurance reviews and ratings?

Esurance maintains an A+ rating with the Better Business Bureau (BBB), with 298 complaints over three years. This level of complaints is moderate for a company of its size. On the BBB platform, it averages two stars across 59 customer reviews. While negative feedback, especially about claims, predominates, there are also positive reviews. Esurance actively engages with most reviews, showing its commitment to customer concerns. Comparatively, Progressive Insurance’s BBB standing differs. There are 966 reviews of Esurance on Consumer Affairs. The overall star rating, which is based on the 198 reviews in the last year, is three stars. That indicates a higher number of positive reviews than negative ones – something that is noteworthy since people generally head to this website when they have a complaint and we do not often see a star rating that leans to the positive here. The most recent negative reviews are more focused on billing issues and rate increases than on claims, although there are also complaints about problems with the claims process. The positive reviews balance these complaints with comments about excellent customer service and a good claims experience. Esurance did not perform particularly well on the 2018 J.D. Power claims satisfaction survey, with an overall three out of five ratings that indicate average service. Their scoring positions them slightly beneath the industry norm. Similarly, in the insurance shopping analysis, they garnered only three stars, positioning them towards the lower end of the spectrum. Notably, they outperformed their parent company, Allstate, in this survey. This data is particularly relevant when considering Allstate auto insurance reviews BBB and Allstate reviews BBB. Esurance’s competitors, Progressive and Geico, also received below-average ratings in the claims survey, with Progressive mirroring Esurance’s rankings. The common belief that “you get what you pay for” applies here, as some customers feel their lower car insurance premiums with these companies, including Encova Insurance, may lead to less satisfactory service. Check Encova Insurance reviews on BBB for more insights. That said, there are quite a few highly positive reviews, which we do not always see with any insurance company. 2017 reports that Esurance was losing money may explain some of the complaints in regards to rate increases; these may have come as a result of pressure from Allstate to improve profit margins. Canceling your car insurance policy with Esurance can be straightforward if you follow a few key steps. Contact Esurance directly to cancel, and be prepared with your policy details and the reason for cancellation.

Bottom Line: Esurance Insurance Review

Esurance remains one of the top budget options for car insurance, and they will appeal to those that prefer to handle all of their insurance needs online and don’t want to work with insurance agents. They have a good number of positive reviews balancing the negative, and respond to complaints in a timely fashion, which reflects well on their commitment to customer satisfaction – but we’d still like to see a better ranking in the JD Power survey. That said, we do recommend comparing Esurance to its competitors when shopping for car insurance, particularly for direct buy coverage, and see nothing of real concern in the company’s reputation.

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