Lemonade Insurance FAQs
General
About Us
Who is Lemonade?
We’re a full-stack insurance carrier built to provide the most delightful and transparent insurance experience in the world.
Lemonade is a fully licensed and regulated insurance company, which means that we underwrite, price, and sell our own policies, as well as handle and pay claims.
We’re also a public benefit corporation and a certified B Corp, meaning we care about the community and environment, not just business results. Once a year, if any premiums are left over, we donate them to nonprofits of our customers’ choice.
We want you to understand exactly what you’re buying and how much you’ll be paying for it - we’re transparent. This is why we introduced the world’s first open-source collaborative insurance policy, where we ask customers and insurance experts to come together and edit the perfect policy!
It’s called Policy 2.0, and it’s available in France, Germany, the UK and the Netherlands.
How is Lemonade’s business model different from that of a traditional insurance carrier?
Traditional insurance companies collect profits from whatever premium is left over after paying claims and expenses.
Lemonade was built differently.
Instead of profiting from unclaimed premiums, we take a flat fee out of your premium upfront—that’s our profit—and donate whatever money may be left after paying claims and expenses, to charities of your choice. We call this the Lemonade Giveback.
This way, our customers are provided with excellent insurance, and society gets a little push for the better.
How is Lemonade structured?
Lemonade, Inc. is a publicly traded company listed on the New York Stock Exchange, and is a public benefit corporation organised under Delaware law.
Lemonade Inc. owns Lemonade Insurance N.V., a subsidiary company in support of its European operations. Lemonade Insurance N.V. is licensed by De Nederlandsche Bank as an insurer.
Lemonade is the name for products and services provided by one or more of the Lemonade subsidiary companies.
More details about Lemonade’s legal structure can be found in our Legal Stuff section.
Lemonade Products
What kind of policies does Lemonade offer?
We offer hassle-free contents and personal liability insurance in Germany, the UK, and the Netherlands, along with occupying owners, landlords, and renters insurance in France. We also offer renters, homeowners, car, pet, and life products in the US.
We’re constantly working on new and exciting products and features, so feel free to follow us on Twitter to stay up to date with what’s next!
When can I expect Lemonade to be available in my area?
We currently operate in the US, Germany, the UK, the Netherlands, and France. We’re constantly working on expanding.
You’re welcome to sign up here to receive updates on where we’re heading in the future - we may knock on your door sooner than you expect!
Reinsurance
Is Lemonade reinsured?
We most certainly are! Lemonade is insured by some of the biggest reinsurers in the world - like Aviva, Swiss Re, Munich Re, and Hannover Re.
Financial rating
Are you financially rated?
Yes! We've earned a Financial Stability Rating® of ‘A-Exceptional’ from Demotech Inc., and are reinsured by some of the industry’s largest brands.
Confidentiality
How do you keep my information confidential?
Transparency and integrity are crucial to us when processing your personal data. We comply with data protection legislation, including the provisions of the EU General Data Protection Regulation (GDPR) and also the requirements in the Dutch General Data Protection Regulation Implementation Act (UAVG), and the Dutch Telecommunications Act (Tw).
We also adhere to the Dutch Insurers' Association's Code of Conduct on Processing Personal Data. We are GDPR-compliant because we build Lemonade with the customer as our focal point. We value and respect your privacy.
More details on how we handle your personal data can be found in our privacy policy.
What's a B Corp?
What does being a public benefit corporation and B Corp mean?
B Corp® is a certification granted to for-profit companies that meet rigorous standards of social and environmental performance, accountability, and transparency.
Lemonade Inc. is a public benefit corporation organised under Delaware law, which means that it is legally permitted to consider the interests of all our constituents, not solely the interests of our owners, and in operating our business. While we do aim to make a profit, our mission statement is to transform insurance from a necessary evil into a social good.
Policy
What’s Policy 2.0?
Policy 2.0 is Lemonade's radically simplified, modernised, and digitised insurance policy. It lays out in Layman’s terms what’s covered by our insurance product, and what’s not. Policy 2.0 was written for the 21st century, so it’s relevant to everyday life.
Making insurance simple, approachable, and relevant should be a common goal, a communal effort, and a universal benefit. That’s why our Policy 2.0 is open-sourced: we want to hear feedback from our community and share it with the industry so everyone can help make insurance simple.
How do I get a policy?
Lemonade policies can be purchased either through our website, or mobile app. The mobile app also allows you to manage your coverage, choose a Giveback, file claims, and contact our team.
Can I sign up by phone?
At the moment, you can only sign up for Lemonade via our mobile app and website. With the benefit of having what you pay for in your own hands!
Who else is covered?
Are my partner, children, or other relatives covered?
If you share your home with your partner, children, or other relatives, let us know that you live with them when you sign up, and they’ll be covered under both your contents and/or liability insurance. Make sure you add enough coverage to adequately protect everyone.
Are my children covered while studying at university or abroad?
Yes! If your children are still registered at your address, we will insure their belongings even if they are temporarily away from home. When creating a policy, you’ll have to let us know that you have children living with you.
We’ll also insure their belongings against theft while they are at university or travelling (for up to 3 months abroad) - provided you have added our Anti-theft add-on to your policy.
Bear in mind that if your children move out of your home permanently, or if they study for a period longer than 3 consecutive months abroad, they will need to take out their own policy for their new address.
Is my roommate covered?
Unfortunately not. Our insurance covers you, your partner, your children, as well as any other family members who live with you.
If you only live with housemates, we only provide coverage for your personal belongings, and if you share belongings with others (such as a fridge or sofa), we will only cover your share. So your roomies will need their own insurance policies.
Lastly, we can only provide coverage for your belongings if you live with fewer than 3 housemates (excluding yourself). If you live with more than 3 other housemates, unfortunately, we cannot offer you a policy.
How can I change my household composition?
Unfortunately, your family composition cannot be changed on an active policy. To add or remove someone from your policy, you will have to create a new one.
Fortunately, this is super easy. Here’s how:
- Cancel your current policy on the website or in the app (you will be refunded any unused premium of your old policy after cancelling).
- Create a new policy with the correct information. While setting up, we will ask you who lives with you permanently, so you’ll have the option to add household members, or leave out who you’d like to have removed.
Note: Make sure to use the “add policy” option when doing this, as selecting the “moving” option will transfer all of your old policy’s information to the new one, and you will not be able to add or remove anyone.
If you have any trouble getting this done, feel free to email us at [email protected].
What if I want to cancel my policy?
You’re free to cancel your policy at any time, and we’ll refund the unused part of your premium within a few days. Want to come back to us in the future? No problem! You are welcome to create a new policy with us at any time.
Please note that our prices do change from time to time, so your new policy may be offered at a different rate.
Switching
Can I switch to Lemonade if I have an active insurance policy elsewhere?
You definitely can! Just ask your current insurer how much notice you’d need to give to cancel with them, and set your start date for your Lemonade policy the same day your old one cancels. This way, you’ll avoid overlapping insurance policies (those aren’t very helpful, of course).
Keep in mind that depending on their specific terms of service, your current insurer might require you to pay a small fee upon cancellation.
With Lemonade we don’t actually have a notice period, nor do we charge any cancellation fees - you’re free to cancel your policy whenever you like.
I got a quote from Lemonade that’s higher than my old insurer. Why is that?
While we try to keep our prices competitive, this won’t always be the case. Insurers use different models and data sets to calculate prices, and occasionally, our prices may be higher than someone else’s.
Keep in mind that Lemonade offers a unique perk: Leftover money that isn’t used to pay claims goes to charities of our customers’ choosing, as part of our Giveback program.
I’m moving to a new place. How do I change the address for my Lemonade policy?
While we don’t have the ability to change the address of a policy on our end, it’s quite easy to cancel your current policy and take out a new one for your new address.
Here’s how:
- As soon as you start moving your stuff, cancel your current policy via the website or in the Lemonade app (you will be refunded the unused premium of your old policy after cancelling).
- Create a policy for your new address, and you’re all set!
Please also note that if you already have an active policy with Lemonade and you move, your belongings will remain insured at your current address for up to one month once you start moving. During this period, your belongings will be insured at both your old and your new address, provided that this new address is in the Netherlands. After one month, the coverage for your old address will automatically end.
In case you’re having issues cancelling or creating a new policy, feel free to message us at [email protected]
Contents Insurance
What is contents insurance?
Contents insurance protects all sorts of things in your home. Think of furniture, clothes, mirrors, and electronic devices such as your TV. Generally, anything you’d take with you if you were ever to move home would be considered your contents.
Anything attached to the structure of your home, such as the kitchen or floor, is usually covered by building insurance, which we don’t currently offer. If you have items that would fall under renter’s or owner’s interest, please refer to the “Renter’s and owner's interest” section for more information.
How much coverage do I need for my contents?
A common way to calculate the amount of coverage needed is to multiply the size of your home in m² by 650. However, we know this doesn’t apply to everyone.
It’s important to take everything you own into account when deciding what coverage amounts suit you best. Think of this unfortunate example - if everything you own goes up in flames, how much reimbursement would you need from us to cover all the things that were lost?
You’ll want to make sure you aren’t underinsured, so when in doubt, always try to round up. If other people are insured under your policy, be sure to get sufficient coverage for them as well.
Can I increase or reduce my coverage?
Sure! Before purchasing a policy, you’ll be able to adjust your coverage amounts and choose a deductible that works best for you. Naturally, we have maximum and minimum limits to all coverages.
After you buy a policy, you’ll be able to view and edit your coverages at any time through the Lemonade app. These changes may affect the premium, but you’ll see your premium adjust alongside any changes made to your coverage amounts - in real time!
What am I covered for?
What kind of unfortunate things am I covered for?
Your contents insurance covers damage to your belongings caused by fire, lightning, smoke, explosion, burglary, robbery, vandalism, looting, storm, hail, heavy rainfall, damage to your home by vehicle or aircraft, and falling objects from outside (trees or cranes).
We also cover your belongings against water damage caused by burst/blocked pipes, leaking appliances connected to water mains, or leaking waterbeds and aquariums.
You can also choose to include our add-ons for a more robust cover:
Our Anti-theft add-on covers you against… you guessed it… theft!
The All Risk add-on protects your belongings against sudden and unexpected damage, even if you’ve (unintentionally) caused it yourself, but this does not apply to mobile electronics like smartphones, laptops, or tablets.**
The Glass Breakage add-on protects you against sudden and unexpected glass breakage in your home.
Temporary Accommodation provides a backup if something happens to your home (if caused by a covered peril), causing it to become uninhabitable. For instance, if there’s a kitchen fire or a burst pipe that causes a flood and you need to leave your home temporarily, we’ll cover the cost of a hotel and other living expenses. Just be sure to keep any receipts to help with your claim.
Please make sure to read your policy to understand exactly what’s covered. Here is an insurance card so you can see all our general coverages at a glance.
What is a deductible?
This is the amount subtracted from each claim payment. Think of it as your own contribution to the damage or loss.
Here’s an example: You select a deductible of €250 when purchasing your policy. A few months later, your flat is broken into, and your €1,000 laptop is stolen.
The payment you’ll receive for your claim is €750 (€1,000 minus the deductible of €250).
You’ll be able to select a deductible that suits you best while setting up.
A rule of thumb to consider: the higher the deductible, the higher your contribution to a claim payout, resulting in a lower premium.
You also have the option for zero deductible (€0). If you choose this, nothing will be deducted from your claim payments - at the cost of a higher premium.
What is All Risk protection?
You can include our All Risk add-on, which will cover your belongings against damage that is sudden and unexpected, even if you caused it yourself.
For example, if you accidentally give your sofa more sips of coffee than you’ve taken yourself, or knock over your new TV, you’ll be protected. This specific coverage does not apply to mobile electronics (smartphones, laptops or tablets).
There are some damages that we won’t cover, though. Damage that arises from general wear and tear (e.g. scratches or stains), improper cleaning or maintenance, or damage caused by pets, insects, or other animals.
As always, make sure to review your policy to understand exactly what’s covered.
What is Glass Breakage coverage?
Our Glass Breakage add-on protects against accidental glass breakage in your home. We’ll also cover costs such as repairing or replacing the glass or installing an emergency temporary measure before the broken pane is replaced.
There are a couple of exceptions, such as mirrors and televisions (these would be covered under the All Risk add-on if you decide to include it in your policy).
Am I covered if something I own gets stolen?
Generally, yes, but there are some exceptions. If your laptop was stolen from your home during a break-in, you’re covered.
However, if your laptop was stolen from your favourite café, or it disappeared from your home without any signs of a burglary, you’ll only be covered if you have our Anti-theft add-on included.
If you didn’t add this coverage when you signed up, you can do so yourself through the app, or by emailing [email protected].
Note: If the stolen item is worth more than 5.000 €, it would need to be added to your policy for ‘Extra Coverage’ to be covered for its full value. Feel free to send us an email for more information.
What’s the difference between theft, burglary, and robbery?
Burglary involves unauthorised or forced entry (an obvious break-in) in which items were stolen or damaged.
Robbery also involves stolen or damaged items but through force or threats of violence. We’d consider it theft if your item was stolen, but there were no clear signs of forced entry or threats of violence.
Your policy automatically covers burglary and robbery. But if someone at your housewarming party pockets your favourite watch, this would be considered theft, and would only be covered if your policy includes our Anti-Theft add-on.
Is my bike also covered against theft?
Yes! Coverage for your bicycle is included in your base policy. If someone breaks into your apartment or basement storage unit and steals your bike, you’re covered.
Your bicycle is also covered for theft outside of your home if you have our Anti-theft add-on included. Just be sure to lock up your bicycle with an ART-approved lock (category 2 stars or higher), and take your e-bike battery with you, or we may have to deny coverage. These locks are proven to be an effective security measure against bike theft. You can see the list of approved locks here.
In addition, road bikes, All-Terrain bikes (ATBs), Urban Arrow e-bikes and Fatbikes must be locked in an enclosed space or to a fixed object (e.g. bicycle rack, lamppost) to be covered against theft. If these conditions aren’t fulfilled, your bike will not be covered.
We also do not offer coverage for e-bikes with a top speed exceeding 25 km/h. Similarly, if you add a throttle to your Fatbike, the coverage will also be void.
Lastly, it is important to note that we do not offer coverage for new policyholders who wish to insure their Fatbike. This coverage will still be available for existing policyholders who took out a policy before this change in May 2024.
What am I not covered for?
What kinds of things are not covered under my policy?
Contents insurance doesn’t cover every annoying thing that can happen. We don’t cover your stuff that is mysteriously lost or broken—so if you drop your phone in the canal, or spill a coffee all over your laptop’s keyboard, that’s not covered.
We also don’t cover damage relating to general wear and tear like scratches or stains, or damage that arises gradually, like mould or rust.
We also don’t cover temporary accommodation due to an outage in utilities (power, water, or heating), or infestations (bed bugs, mice, roaches) - eek!
Here is an insurance card which briefly explains what is and what is not covered under your contents insurance.
Is stuff kept in my self-storage locker covered?
We provide coverage for items normally stored in your home, balcony, terrace, garage, shed, or storage space on the premises of your primary address, but not when they’re stored in public or unsecured areas.
This means that belongings normally stored elsewhere, such as in your holiday home, office, or a (temporary) external storage space outside your building, aren’t covered under your policy.
We will, however, make an exception to cover your stuff when it is kept in a storage facility for up to 7 days when you move to your new home in the Netherlands.
Is my phone covered?
Yes, but not against everything. Your phone, laptop, and tablet, are insured under your base policy against things such as fire, burglary, and vandalism.
You can add the Anti-theft add-on so that these mobile devices are insured against theft outside your home (as long as you have taken reasonable precautions to protect them).
Unfortunately, mobile devices are not insured against accidental damage, even with the All Risk add-on included.
Note that any items worth more than €5.000 will need to be added to your policy as a high-value item to be insured for its full value.
Is damage caused to my belongings covered if caused by my pet?
We do not cover damage to your personal property if caused by pets, insects, vermin, or other animals.
We also do not cover the medical costs if your pet falls ill or has been injured in an accident.
Do you offer coverage for damage caused by natural disasters, like floods?
Damage to your stuff caused by weather events such as lightning, storms, heavy rainfall, and hail, is covered by default under your base policy.
More extreme weather conditions and natural disasters, such as floods, earthquakes, subsidence, and landslides, are not covered.
Is my cash covered?
Your base policy will cover the loss of cash for up to €600 per event if due to a burglary or fire, so long as the loss occurred within your home.
We insure valuable and monetary papers up to the same limit as cash, so if you lose gift cards or travel vouchers in a fire, those will be covered up to €600 per event.
Extra Coverage
Why should I get Extra Coverage for my contents?
Your base policy automatically covers all your belongings up to €5.000 per item.
If you have belongings worth over €5.000 individually, you will need to add Extra Coverage for them to be covered for their full value.
How do I add Extra Coverage?
Before finalising your policy, you’ll be able to add Extra Coverage for your high-value items (anything valued more than €5.000 individually).
Adding items will likely increase your premium (depending on the value and type of item submitted)—you’ll see the total premium before purchasing the policy.
When can I add Extra Coverage?
Always! Please note that Extra Coverage only kicks in after your items have been submitted, reviewed, and approved by our team.
You can add Extra Coverage for your valuable items while setting up your policy, or you can contact [email protected] and we’ll help you get started.
Alternatively, you can add your valuable items through the app yourself once your policy is active.
How many items can I submit for Extra Coverage?
There are no limits to the number of items you can add, but we do have some general coverage limits for each category to keep in mind:
Jewellery: €20.000
Bikes: €10.000
Cameras and lenses: €10.000
Mobile electronics: €10.000
Musical instruments: €10.000
Fashion items: €10.000
Other: €20.000
Maximum Extra Coverage for the total of all categories: €50.000
Please note that items should be submitted individually (unless part of a set), and you will need to provide a brief description, photos and receipts, invoices or valuations (proof of value and ownership) for each item.
What happens once you receive my request?
Once we receive your request, our team will have it reviewed to determine if your items are eligible for Extra Coverage. If we have everything needed to add your items to your policy, the request will be approved by our internal department and added right away! If any information is still missing, we will make sure to let you know exactly what’s outstanding.
If we determine that your item does not qualify for Extra Coverage (either due to insufficient documentation, or if the item needs specialised coverage that we don’t offer), we will close your application and your valuables will remain insured for up to €5,000 under your base policy.
Renter’s and owner’s interest
Items that are part of your building, like your kitchen, bathroom, and floor, are often covered by your building insurance if you are a homeowner, or are owned by the landlord/housing association in case you are renting.
If you’ve made your own renovations or improvements to your home, these new instalments may be covered under your contents policy if there is renter's or owner's interest.
Renter's interest’ arises the moment you make improvements to your home (in agreement with your housing association/landlord). This includes improvements made by the previous occupant which you took over against payment.
We speak of ‘owner's interest’ when you have a building’s insurance with the VvE (Vereniging van Eigenaren), and your VvE doesn’t provide (full) coverage for the improvements you made. If you don’t have building insurance with the VvE, improvements to your home would not be eligible for coverage under your contents insurance.
All your personal belongings (including items covered by renter’s or owner’s interest) are insured up to €5.000 per item under your base contents policy. Make sure to include their value in your total contents coverage to prevent under insurance.
In case the improvements to your home are more expensive than €5,000, please email us at [email protected] and we will happily assist you to apply for Extra Coverage for these items.
Items that are covered under renter’s or owner's interest (and have a value higher than €5.000) fall into the Extra Coverage category "Other". For this category, we offer a maximum coverage of €20.000 for the total value of the improvements you have made to your home. If the total value of these items exceeds €20.000, you will have to decide which items you would like to apply for Extra Coverage. The other items will still be insured for up to €5.000 under your base policy.
Liability Insurance
What is personal liability?
Liability Insurance For Private Individuals (AVP) protects you if you’re ever held legally accountable for the physical injury of another, or accidental damage caused to their belongings. You’re also insured anywhere in the world (so long as you’re not away from home for more than 3 months).
Here is an insurance card for what is and what isn’t covered under your liability insurance.
WA-insurance
‘Third-party liability insurance’ or ‘Wettelijke aansprakelijkheidsverzekering (WA-verzekering)’ in Dutch, is really just a complicated term for car insurance. This type of insurance covers damages you cause to someone else(‘s property) with your motorised vehicle.
We don’t offer third-party insurance just yet. But if you’d like to learn more about it, you can do so here.
How much personal liability coverage do I need?
This is entirely up to you! Think about your life. What are the odds that your actions will cause injury to another or damage to their belongings? If you’re out and about, living on the edge - you may need a bit more coverage than someone who prefers to spend their time at home with a beverage and a movie.
With a better understanding of what personal liability covers, you can choose an amount that best suits you.
Lemonade allows up to a maximum of €2.5 million in Personal Liability coverage.
Can I increase or reduce my coverage?
Sure. Before purchasing a policy, you’ll be able to adjust the coverage to something that suits you. Naturally, we have maximum and minimum limits to all coverages.
After you buy a policy, you’ll be able to view and edit your coverage through the Lemonade app.
Changes in coverage may affect your premium.
What am I covered for?
What kind of unfortunate things am I covered for?
The general principle of the Dutch Civil Code is that everyone must take responsibility for damages they cause themselves.
If you've caused physical or material damage to someone else or their belongings and you are held accountable, your liability insurance will help you pay for those damages.
If I cause damage to my rented apartment or house, am I covered?
Partially. We cover damage you accidentally cause to the home or hotel you rent (including rented furnishings), if caused by fire, explosion, or water. We don’t cover damage caused by other minor accidents like scratched floors, or if you accidentally knock a hole in the wall.
What am I not covered for?
What kinds of things are not covered under my policy?
We cover your liability as a private individual. So if you are renting out your home as a landlord or are conducting other business, this would not be covered. We make an exception for volunteering, babysitting, tutoring, internships, or other paid work as part of your studies.
We cover damages you may cause with your bicycle or electric bike. Damage caused when using motorised vehicles subject to compulsory insurance requirements (e.g. cars, mopeds, e-bikes with a maximum speed above 25 km/h, e-scooters) is not covered. This is also the case when you’re renting/borrowing someone else’s car.
For motorised vehicles and boats, we make an exception in the event your child, under 18, causes damage while joyriding or joy sailing with someone else’s vehicle or boat, which has been taken by force. We don’t cover theft, but we’ll cover damage to the vehicle or boat itself up to €25.000 per event.
If I cause damage while flying my drone, am I covered?
We cover damage caused by the use of lightweight drones or model airplanes. But we don’t cover motorised aircraft weighing more than 25kg, or damage caused while you are flying them illegally.
If my pet bites someone or causes damage to their belongings, am I covered?
We cover damage caused by most small pets, but we do not provide cover for damage caused by horses, livestock, or other wild animals you own or which are permanently in your care.
We also provide coverage for specific situations where you cause damage, but may not be legally liable. For example: if your pet causes damage while under the unpaid supervision of someone else, this is covered under your liability insurance. The maximum amount we pay in such situations is €25,000.
In the event that your pet bites someone, you can file a claim through the Lemonade app. Our claims adjusters will need to assess the unique situation to determine if coverage is eligible.
Payments
How do I pay for Lemonade?
If you’re happy after reviewing your quote, you can pay for your policy via direct debit or credit card.
We will debit the first month’s premium immediately after you purchase your policy. The premium will then be debited each month on the same day of your policy’s effective date.
For example: If you create a policy on the 13th of the month, but it’s only set to start on a future date (the 29th), your first payment will take place immediately after your policy is created (13th), and each subsequent payment will take place on the 29th of each month.
Since we generally use direct debit, it usually takes up to 3 to 5 business days before the premium is collected from your account. If you use a credit card, the charge usually takes place immediately.
How do you calculate my premium?
Premiums are tailored to each policyholder individually and are based on several different factors - including recent insurance claims, and information about you, and your property. We may also factor in your home's susceptibility to windstorms, severe weather damage, and fires.
What are the costs of using Price Comparison Websites (PCWs)
Independer.nl, Consumentenbond, and Overstappen.nl are great websites where you can compare prices and coverages of different insurance products before you purchase.
Lemonade partners with these price comparison websites to provide more visibility to all of our customers. You will notice that most of the time, our offers appear top results, thanks to our comprehensive offers and our competitive pricing.
We’re transparent here at Lemonade, so it’s important to us that you know what the costs are, too. When you take out Contents insurance from Lemonade through any of these websites, we pay, on average, € 63 per policy for Contents insurance, and € 30 for Liability insurance.
What are you doing with my premium?
Lemonade keeps a fixed percentage from the premiums we collect. This pays for developing loads of cool tech, running the company (salaries, rent, reinsurance, and so on), and turning a profit.
If there’s money left after all approved claims are paid, we donate it to non-profit causes selected by the Lemonade community - you! This means we’re not incentivised to deny claims, because any remaining funds from unpaid claims will never end up in our own pocket.
What if I miss a payment?
If you miss a premium payment, we will notify you via SMS and/or email. When this happens, please get in touch with us so we can help you change/reconnect your payment method or account details, and/or restart the payment.
Please note that if you miss a premium payment:
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Your coverage will be voided. This means that from that point on, you will no longer have coverage, and won’t be able to receive compensation in the event of a claim.
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You will be given 14 days to pay the premium. If you fail to pay during that period, we will cancel your policy.
Claims
How do claims work?
How do I file a claim?
Super easy! Once logged into the app with your registered email address, click on the ‘File a claim’ button above your policy. You will then be guided through the claim process where you’ll answer a few questions: ‘What happened?’, ‘When?’, ‘Was anyone injured?’.
We will also ask you to fill out the expected claim amount (cost of your loss). If you don't have an exact amount in mind, you can give an estimate as an indication. Please note that the claimed amount must be higher than your deductible, otherwise, your claim will be automatically rejected.
Once your claim has been submitted, it will be passed over to one of our claims adjusters who will contact you directly and help you further. Information you weren’t able to provide immediately can be sent later once our claims team gets in touch with you.
If you have any trouble filing your claim, feel free to drop us a message at [email protected].
Why does Lemonade ask me to record a video during the claims process?
There’s no better way for us to understand the incident than by having you describe it in your own words. We’ll use your video solely for the process of reviewing your claim and it won’t be shared with anyone else. You’re safe with us.
What should I do if something gets stolen?
If you discover that your belongings have been stolen, call 112 (if you are in danger) or contact the police (if it is not an emergency) to file a police report. Give the police as much information as you can. Remember to ask for a reference number, as you will need it later when filing your Lemonade claim.
If you have already filed a police report, please send us a copy when you file your claim.
My phone was stolen, can I file a claim without it?
Besides the standard procedure of filing a police report, we ask that you submit the claim through the phone of your partner, family member, or friend. You can log in through another phone with the email address you registered with and have your claim submitted. You can also let us know the best way to keep in touch with you from there.
How do you calculate the value of my contents following a claim?
We offer 100% replacement cost. This means we’ll pay the cost to repair, or replace an item (whichever is lower) based on the price of a new item of the same make and model, without any deductions.
If the exact item is no longer available, we’ll reimburse you the amount required to buy a replacement of equivalent type and quality.
How does this work? Say you bought a camera for €500 three years ago, it was stolen yesterday. Today, the exact model sells at a reduced price of €350. You’ll be reimbursed €350.
What documentation do you need from me? Do I need to take inventory?
Having some information at hand when filing a claim can certainly prove useful! However, we know that not everyone keeps receipts.
If you don’t usually keep hold of your receipts, keeping track of where and when you purchased your more expensive items (worth €250 or more) can also help smoothen the claims process. It’s not a bad idea to ****take photos of your receipts alongside the product, and store them somewhere you can always access, such as your Google Drive or iCloud.
Here are some alternatives to consider as well:
- A link to a retailer selling the same item
- A copy of the bank transaction to the seller
- A screenshot of the sales conversation or online purchase
- A photo of the item in your possession
- If you received the item as a gift, the one who gave you the gift could provide proof of the transfer in ownership if necessary
If you’re ever to file a claim, we will always work closely with you to ensure we have everything we need to find a suitable replacement.
What if my bike was stolen?
If you have your police report ready, you can file a claim via the lemonade.com/download. Be sure to clearly explain what happened and give us all the information you have (e.g. your bike’s receipt, receipt of your ART-certified lock, etc.).
If you can send us a photo showing that you still have your bike keys in your possession, that can also help speed up the case — so always make sure you keep your keys safe. If you ever lose your keys, try to replace the lock as soon as possible to ensure that it’s safe from harm, and that your coverage stays valid.
Always keep the receipt of your new lock, or even better, take a picture of it!
What happens when my claim is approved?
How will I be reimbursed?
After you submit your claim through the Lemonade app, you will be asked to enter your banking details. We can only make payments to a bank account opened in your name within a territory that is a member of the European Union, part of the European Economic Area, or part of the Single Euro Payment Area (SEPA).
If your claim is approved, we’ll issue payment in euros, (minus the deductible if applicable), directly into your account.
How soon will my claim be paid?
Our goal is to settle claims as fast as we can - in some cases, instantly! (yup, we hold a record).
However, if it’s not the first loss you are reporting, or if some of the information we require is missing our team will assess your case further with you, which may take a little longer.
If this isn't possible, you can let us know via [email protected] and we’ll find a suitable solution.
How do you assess the damage?
Who determines the severity of the damage?
We will determine the severity of the damage together with you. In most cases, we will ask you to submit a receipt or invoice, or otherwise prove that the item belongs to you before we can assess the damage. In some cases, usually with more complex claims, we will ask a damage expert to assess the damage.
What happens if I disagree with an expert's assessment?
If you believe that the expert did not assess the damage correctly, we’ll be happy to help you find a contra-expert. We do ask you to let us know your concerns first, before consulting another expert yourself.
If you’d prefer to use a specific expert, that's fine too. However, we do ask that you coordinate this with us in advance. We will cover the cost of the second expert too, as long as it's reasonable.
What happens if the second expert agrees with the first expert's assessment? And what if they don’t?
If the second expert agrees with the initial assessment of the claim, we’ll consider this to be the correct determination of the damage. If the second assessor does not agree, we may call in a third assessor who will look at both assessments and make a final decision based on those.
We will ask this expert whether they agree with the second assessment (if it is higher than the first), or whether the damage determination is a compromise of the two. We will accept a claim determination that is no higher than the second assessment, and no lower than the first assessment of the damage.
There is no further assessment after the third. We expect both you and ourselves to see this as the final damage expert assessment. We will only pay the costs incurred to determine the amount of the claim.
Giveback
What is the Lemonade Giveback?
The Lemonade Giveback is how we support the amazing non-profits who do good in the world.
Insurance works by pooling small amounts of money (premiums) from a large group of people to pay for the unlucky few who suffer covered losses (claims). Since it’s impossible to predict how much money will be needed to cover these losses, some years, the amounts people are asked to pay may be higher than what’s needed. Often, there’s money left at the end of the year.
Whereas traditional insurance companies keep the money from unclaimed money as profit, we don’t. Instead, after taking a flat fee upfront, we donate any leftover premium to non-profit causes chosen by the Lemonade community - you!
When do you pay the Giveback?
We calculate and pay the Giveback during the summer of each year.
How does Lemonade decide which Givebacks to support?
We work with a wide range of organisations that align with our mission of transparency and progressive stances. We’re always listening to customer suggestions, and reacting to urgent current events, so we’re constantly adding to our diverse list of local, national, and global non-profits.
We assess the quality of non-profit organisations based on their transparency to the public, their financial, fundraising, and administrative procedures.
You can read more about our Giveback here.
Can I change my Giveback cause?
Yes! Feel free to email [email protected] so we can send you the list of options!
Can I suggest my own cause for your Giveback program?
We’ll be happy to consider your cause for our Giveback program. For more information, reach out to us at [email protected].
Is the Giveback guaranteed?
Unfortunately not. The Lemonade Giveback is subject to board discretion. The Giveback is part of our corporate policy, and our goal is to donate to nonprofits every year.
Sometimes, peer groups who have chosen the same cause, will not have any money left to give back because their claims of that year depleted the Giveback pool.
Paying claims is our top priority, and in extreme circumstances, this could come at the expense of paying out the Giveback.
What happens to my Giveback if I cancel my policy?
Lemonade only pays a Giveback with premiums from active policies. When you cancel your policy, you will get your unused premium for that month refunded to your account within 3 to 5 working days.
Contacting us
How can I reach you?
You’re more than welcome to send us an email at [email protected]. We’re available from Monday to Friday between 09:00-18:00.
If you’re only able to reach out to us after hours, we’ll make sure to get back to you as soon as possible!
How do I file a complaint?
We always do our best to provide you with a great customer experience. If for any reason you aren’t happy with our service, please let us know! We take feedback very seriously and with an open mind for improvement.
You can file a complaint by contacting our Customer Experience Team. You can reach our team Monday to Friday between 9 am–6 pm on 0800-0226040 or via email ([email protected]).
Be sure to clearly explain your concerns and how you would like the situation resolved. A dedicated claims handler will pick up, and deal with your complaint.
We’ll acknowledge and respond to your complaint within 5-7 working days. If we need some more time to process your complaint, we’ll let you know.
Should your complaint not result in a fair resolution after reviewing it together, you can file your complaint with the Dutch Institute for Financial Disputes KiFiD.