How to File a Claim After Your Stuff Gets Stolen
Lemonade's no stress, no fuss guide to theft claims.
- Step 1: Head to the Lemonade App
- Step 2: Meet AI Jim
- Step 3: Scan your police report
- Step 4: Tell us everything that was stolen
- Step 5: Finish up
- Common theft scenarios: What to expect when you file
- What happens if my claim is approved?
- What if it isn't approved?
- Before we go...
- Filing a renters insurance claim FAQs
If you’re here because your stuff just got snatched, let’s cut to the chase.
If you’d like to learn more about Lemonade’s claims process, kudos. With this guide, you’ll be fully prepared if someone steals your stuff.
Theft is a pretty common occurrence – in fact, 48% of Lemonade claims involved theft. And when your stuff gets stolen, the last thing you’ll want to do is scramble to call your insurance company.
At Lemonade, filing a claim is easy and instant. Our #1 priority is to get back to you as quickly as we can, while applying our usual (big) dose of empathy and love.
Our bot, AI Jim, speeds up easy parts of your claim, so we pay the majority of simple claims instantly. If your claim is more complex, we’ll send it to our (human) claims team for a more thorough review.
Want details? Here’s how to file a theft claim with Lemonade, step by step.
Step 1: Head to the Lemonade App
To file your claim, open the app on your phone. If you don’t have it, download it and sign in with the email you used when getting your Lemonade policy.
A few notes here:
- Always call the police or emergency services before making your claim.
- If your phone was stolen, ask a friend or family member to use their phone to access the Lemonade app.
Step 2: Meet AI Jim
1. Once in the Lemonade app, hit the pink ‘File a Claim’ button in the top right-hand corner.
2. Meet our claims expert, AI Jim. He’ll start off by verifying your contact info and asking for more details about what happened.
3. Digitally sign a Pledge of Honor to verify that everything you’ve told us about your claim is truthful and honest. It’s also a reminder that Giveback is at the heart of Lemonade. When you got your first policy, you chose a cause you care about, and Lemonade donates to nonprofits supporting those causes. Knowing your insurance connects to causes that matter helps bring out the best in all of us.
4. Explain exactly what happened in a short video recording (because who really has the energy to type out a report?). It should only take about a minute. Pretend you’re talking to a friend, and let us know the details, such as when and where the theft happened. Your video is completely confidential – we’ll only use it in order to review your claim.
A few notes:
- Take a deep breath. There’s no big rush here. Since AI Jim is a bot, he won’t get impatient if it takes you a while to gather the info you need.
- If you make a mistake when entering your info, you can always go back and correct your response by tapping on the pencil icon in the right-hand corner of the chat bubble.
Step 3: Scan your police report
Next, take a photo of your police report via the app.
How do I get a police report?
If your stuff was snatched, the police should be your first call. You should ask for:
- A copy of your police report with stolen items and corresponding values listed
- Incident number
- Precinct
- Officer name
If you forgot to take a copy of the report at the time of the theft, visit your local police department’s website and follow their instructions on how to get a copy.
A couple of notes:
- All theft claims require a police report. The quicker you upload the report, the greater the chances you’ll have your claim paid fast!
- We can’t access or retrieve a police report on your behalf, and we need it to approve your claim. You’ll need to take a photo or fill out the details of the police report to complete your claim.
Step 4: Tell us everything that was stolen
1. Next, we’ll need to know what was stolen, and confirm you owned these items. AI Jim will ask you to list out the following:
- Item name
- Item price (in $)
- When and where you bought it
2. You’ll also need to prove you owned these items. Receipts are the best way to do so, or you can use email order confirmations as proof of purchase.
A few notes:
- We know not everyone saves their receipts – so if you don’t have them, a member of the claims team will follow up with some instructions.
- If you can’t find your receipt, you can pause your claim, go away and search for it, and then return to where you left off in your claim process.
- Pro tip: Make sure to keep your receipts on the more expensive stuff you buy, say $250 and up, in case you ever have to file a claim. Even if you don’t have the receipt, keeping a note of where and when you purchased more expensive items will help us help you.
Step 5: Finish up
1. Next, you’ll see a full summary of the information you’ve provided. Before you submit your claim, check to make sure all of the information is accurate.
2. You’ll be asked to enter your bank account information, so we know where to send the money if your claim is approved.
I filed my claim, what now?
After you file your claim, you’ll find out right away if it’s approved instantly (with the help of AI and 18 anti-fraud algorithms).
If your claim can’t be handled by AI Jim, it will be passed over to our dedicated claims team. A claims specialist will get in touch within an hour after you submit your claim letting you know what else we need.
Although it can be stressful waiting to hear about your claim, rest assured that our #1 priority is getting back to you as quickly as we can. We’ll reach out if any follow-up documentation is needed, or with next steps.
Take note that particularly complex claims or high-value claims may require a field investigator from our Special Investigations Unit, which may lengthen your claims process.
Common theft scenarios: What to expect when you file
Scenario 1: Your apartment was broken into and electronics were stolen
One of the most common theft claim situations. If someone broke into your rental and took your laptop, TV, or gaming console, your personal property coverage applies.
| Covered? | Yes |
| Why | Burglary and theft are named perils under Coverage C |
| What Lemonade pays | Actual cash value or replacement cost of stolen items, minus your deductible |
| What you need to do | File a police report, document the point of entry with photos, and list each stolen item with its approximate value |
What’s not covered: pre-existing damage to items, or property that wasn’t actually taken during the break-in.
Scenario 2: Your bag was stolen at a coffee shop or on public transit
Off-premises theft is covered under Lemonade renters insurance. If your bag containing a wallet, headphones, and a tablet was taken in a public place, you can file a claim.
| Covered? | Yes |
| Why | Off-premises theft is covered worldwide under Coverage C |
| What Lemonade pays | Value of stolen items, minus your deductible. Cash has a sublimit and may be capped or excluded entirely |
| What you need to do | File a police report and list each stolen item separately with its value |
What’s not covered: stolen cash above the policy sublimit, or items you simply misplaced.
Scenario 3: Your bicycle was stolen from a locked storage unit or bike rack
Bicycles are covered as personal property both inside and outside your home. If your bike was locked and still stolen, your coverage applies.
| Covered? | Yes |
| Why | Bicycles are personal property covered under Coverage C |
| What Lemonade pays | Value of the bike, minus your deductible. High-value bikes may have sublimits |
| What you need to do | File a police report, note the serial number, and gather any purchase receipts or photos |
What’s not covered: bikes that were not stolen, mechanical failure, or damage from wear and tear.
Scenario 4: Your luggage was stolen while traveling
If your suitcase and its contents were stolen from a hotel room, an airport, or a rental car while you were traveling, your personal property coverage still applies.
| Covered? | Yes |
| Why | Theft coverage extends worldwide under Coverage C |
| What Lemonade pays | Value of stolen items including clothing, electronics, and jewelry, minus your deductible |
| What you need to do | File a police report and list every stolen item with its approximate value |
What’s not covered: mysterious disappearance. If you left your luggage somewhere and it can’t be located, that’s not theft. Clear evidence of theft is required.
Scenario 5: Your phone was stolen and you can’t access the app to file
If the device that was stolen is the one you’d normally use to file a claim, don’t worry. You can still get the process started.
| Covered? | Yes |
| Why | Your phone is personal property covered under Coverage C |
| What Lemonade pays | Value of your phone, minus your deductible |
| What you need to do | Borrow a friend or family member’s phone, download the Lemonade app, and sign in with your credentials. File a police report and provide proof of ownership |
What’s not covered: a phone you lost or misplaced without evidence of theft.
Scenario 6: You’re not sure if your item was stolen or just lost
You can’t find your AirPods. You last used them at the gym, but you’re not certain someone took them or if you left them behind.
| Covered? | No |
| Why | Mysterious disappearance is explicitly excluded. Theft requires knowing where and when the item was likely stolen |
| Does filing help? | Only if you have evidence of theft. An incident number from a police report can change the outcome |
| What to do | If you suspect theft, file a police report right away and get an incident number. That documentation is the difference between a mysterious disappearance and a reportable theft claim |
What’s not covered: any situation where an item is missing but there’s no evidence it was actually stolen.
What happens if my claim is approved?
After you file your claim, you will be asked to enter your bank account wire information. You’ll either find out instantly whether your claim has been approved, or you’ll get an email once the team has looked into your claim. Once your claim is approved, we’ll issue payment, minus the amount of your renters insurance deductible, directly into your account (it might take 1-2 days for the funds to appear).
What if it isn’t approved?
Unfortunately, not every claim will be approved. If your claim is denied, we’ll let you know why. Some common reasons we deny claims are:
- The item is not covered by your policy
- You sent us incorrect details
- The claim amount is lower than your deductible
- The incident took place before your policy start date
Before we go…
At the end of the day, Lemonade is here to help you feel safe and at ease in the event something happens. We work to provide a shockingly great claims experience through empathy, transparency, availability and speed. So at least when something does happen, your claims experience is as hassle-free as possible, because after all – who really needs the added stress?
Stay safe!
Filing a renters insurance claim FAQs
How long does it take to get paid after filing a theft claim with Lemonade?
Simple theft claims are often approved instantly, within minutes of submitting through the Lemonade app. If your claim needs a human claims specialist to review it, you’ll typically hear back within one hour of filing. Once approved, funds are deposited directly into your bank account and may take 1–2 business days to show up.
Does renters insurance cover theft that happens outside my home?
Yes. Renters insurance covers theft of your personal property even when it happens away from home. If your laptop is stolen from your car, your bag is taken at a coffee shop, or your luggage goes missing while you’re traveling, you’re covered. This is called off-premises theft coverage, and it applies worldwide.
What if I don't have a receipt for a stolen item?
You don’t need a receipt to file a theft claim, but you do need some form of proof of ownership. Acceptable alternatives include email order confirmations, bank or credit card statements, product photos, serial numbers, or a description of where and when you bought the item.
If you have none of these, a Lemonade claims specialist will reach out to discuss next steps. For items under $100, proof of ownership requirements are more flexible.
What types of theft does Lemonade renters insurance cover?
Lemonade covers theft of personal property including electronics, clothing, jewelry, furniture, and bicycles, up to your policy limits. Theft from your apartment, your car, or a public location is generally covered, including attempted theft.
What’s not covered: mysterious disappearance, where an item simply goes missing with no evidence it was stolen. The key distinction is that you need to know where and when the item was likely taken. If you just can’t locate something, that’s not a covered loss.
Will filing a theft claim raise my renters insurance premium?
It may. Filing a claim can affect your premium at renewal, depending on your claims history and the nature of the claim. Lemonade evaluates each policy individually. It’s worth weighing the value of the stolen items against your deductible before deciding whether to file. Either way, documenting the theft with a police report is always a good idea, even if you choose not to pursue a claim.
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