Esurance Review 2017: Complaints, Ratings and Coverage


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Esurance reviews and ratings

  • Customer satisfaction ratings are average to below average
  • Esurance has about the same number of customer complaints as other companies of similar size
  • It ranks 20th in NerdWallet’s ranking of the best car insurance companies

Overview

Esurance is known for its user-friendly website, interactive tools and cutting-edge mobile apps. It’s best for people who like to manage their own policies, have straightforward insurance needs and prefer to get quotes online.

Auto insurance rating

Esurance ranked 20th in NerdWallet’s ranking of the best car insurance companies, earning 4 stars out of 5 for overall performance. NerdWallet’s rating is a score based on:

  • J.D. Power ratings for claims satisfaction and customer service
  • Consumer complaints against the insurer, based on data from the National Association of Insurance Commissioners

A.M. Best financial strength rating: A+ (superior)

Esurance’s financial strength is “Superior,” according to ratings agency A.M. Best. Financial strength is important because it indicates how well an insurer can pay claims.

Consumer complaints: Better than the median

In terms of consumer complaints, Esurance is roughly average. The company had about the median number of complaints to state regulators in 2016 for a company of its size, according to the National Association of Insurance Commissioners.

Auto insurance complaints

3 stars

Customer satisfaction

  • Esurance ranked “about average” for overall purchase experience for auto insurance in J.D. Power’s 2016 U.S. Auto Insurance Shopping Study
  • It ranked among “the rest” for overall satisfaction in J.D. Power’s 2016 Auto Claims Satisfaction Study

Esurance availability

Esurance is available in 43 states.

Esurance auto insurance

DriveSense from Esurance lets drivers in Utah, Colorado, Ohio and Missouri use an app or device that tracks driving behavior. Good drivers are rewarded with policy discounts.

Make claims by video: Esurance policyholders can use video appraisal to chat in real time with appraisers after filing a claim. Rather than scheduling an in-person meeting to assess car damage, you can schedule an appraisal over your smartphone at a time that’s convenient. Esurance says that in some cases, you can get your repair estimate and even payment that same day.

Pay Per Mile: Available in Oregon only, Pay Per Mile targets those who drive under 10,000 miles per year. The program charges drivers a base rate, plus a per-mile rate for up to 150 miles a day. Additional miles are free. Esurance tracks mileage using a device that plugs into your car’s diagnostic port and transmits data back to the company. Your monthly bill reflects your base rate plus mileage charges. Not all vehicles are eligible.

CoverageMyWay from Esurance uses information about you to help you find the right coverage. It will help you navigate through all the usual coverage options, plus optional coverage including:

  • Emergency roadside service: Esurance pays up to $75 for towing, tire changes, lockouts and other services when you’re stranded if you have this coverage. It can be added to auto policies that have comprehensive and collision coverage.
  • CarMatch pays for the full cost of a rental comparable to your car if it’s stolen or while it’s being repaired after an accident, for up to 45 days or $3,000. This option isn’t available in all states.
  • Gap insurance: If you financed or leased a vehicle and it’s totaled, insurers typically pay out what the car is worth at the time of the accident. But if you still owe more than that, Esurance will pay the difference, up to 25% of your car’s value.
  • Customized parts and equipment coverage reimburses you if custom parts you add to your car are damaged or stolen, up to $4,000. It can include stereos, navigation systems and spoilers, as well as equipment for disabled passengers or drivers.

Esurance home insurance

Esurance offers homeowners insurance policies in many states; if you don’t live in one of those, Esurance will help you get home insurance through a partner company. Esurance’s standard policies include two features that many insurers don’t offer:

  • Water backup coverage pays when a drain overflows or a sump pump backs up and causes damage
  • Fire department charges: If you call the fire department and then are charged for its services, Esurance pays up to $5,500 toward the fee

Esurance’s optional home insurance features include:

  • Building codes coverage: This comes in handy if your home is damaged and you file a claim but a new law requires more expensive repairs than your policy covers. This coverage helps pay the difference, up to 20% of your dwelling limit.
  • Increased building structure coverage is extra protection for extreme damage. With this optional coverage, your policy pays up to an additional 40% of your dwelling limit.
  • Identity theft coverage helps pay for costs up to $10,000 to repair your name and credit after identity theft, plus help from an ID theft advisor. Esurance also provides access to your annual credit report and score and monthly credit monitoring.
  • Fair rental income reimburses you for lost revenue if a rental space in your home is left uninhabitable after a claim for up to 24 months
  • Home day care: If you run an in-home day care, this covers you in case an accident happens and you’re liable, up to your policy’s liability limit
  • Extended premises: If you run a two-, three- or four-unit building, this optional coverage extends your dwelling limit to the units and covers you if a tenant is injured

Other insurance through Esurance

Aside from auto, homeowners and renters insurance, Esurance offers insurance for:

  • Motorcycles
  • All-terrain vehicles
  • Snowmobiles
  • Scooters
  • Segways
  • Golf carts

Esurance offers these other types of insurance through its parent company, Allstate, and other affiliates:

Other types of insurance available through Esurance affiliates
Life insuranceCommercial auto insurance
Umbrella insuranceCondo insurance
Business insuranceTravel trailer insurance
Flood insurancePet insurance
RV insuranceBoat/personal watercraft insurance
Classic car insuranceCell phone insurance
Health insuranceInsurance for driving in Mexico

More about Esurance

Website: Esurance’s website has everything you’ll need to buy and maintain a policy, plus user-friendly tools like:

  • Coverage Counselor, which can help you determine what kind of coverage you need
  • Fuelcaster, which predicts gas prices so you can time fill-ups when prices are cheaper

Mobile app: You can file and track a claim, view auto insurance ID cards, see policy details and make payments in the Esurance app, or you can also use it to find nearby repair shops, gas stations and restaurants. You can use the app to connect with an appraiser after an accident over video and, in some cases, get the claim paid right then and there.


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NerdWallet’s auto insurance star ratings and rankings are based on the following three factors, each weighted equally:

  • 2015 consumer complaints data from the National Association of Insurance Commissioners. The median complaint ratio for the industry is 1. Lower ratios are better. Insurers whose median complaint ratios were more than 1 received fewer points; those lower than 1 received more points.
  • 2015 regional customer service satisfaction data from J.D. Power. The higher the average J.D. Power rating across regions, the more points the insurer scored in our calculation.
  • 2015 auto claims satisfaction data from J.D. Power. The higher the J.D. Power rating, the more points the insurer scored in our calculation.

Only larger insurers with data available in all three of these categories were included. In case of ties, NAIC consumer complaints data were used to break the tie. Smaller insurers not listed here may also be good choices and are worth consideration.