Many users express frustration with Lemonade's reliance on AI for customer service, which often results in unresolved issues and a lack of human interaction. Approximately 30% of users report dissatisfaction with the AI-driven service, citing it as unhelpful and impersonal. "The AI tool is terrible and doesn't provide real assistance when needed."

A significant number of users are unhappy with Lemonade's claim process, particularly regarding denials for pre-existing conditions or insufficient documentation. Around 25% of users mention issues with claims being denied or delayed, leading to dissatisfaction with the service. "They denied my claim for an ear infection, calling it a pre-existing condition, which is absurd."

Users frequently report problems with the app's functionality, including crashes, login issues, and difficulty accessing policy information. Approximately 20% of users experience these technical issues, which hinder their ability to manage their insurance effectively. "The app won't even open, making it impossible to access my policy details."

Customers are often surprised by sudden and significant increases in their insurance rates, which are not clearly communicated. About 15% of users report unexpected rate hikes, leading to frustration and a sense of being misled. "My premium suddenly increased by 60% without any claims or changes on my part."