Top 147 Lemonade Pet Insurance Reviews

Original review: July 15, 2022

I purchased pet insurance for my month old kelpie puppy soon after I got him. It covered accidents, and illness, and chronic conditions (such as cancer, congenital diseases) as long as they were discovered post insurance purchase. My puppy was a young healthy male. However was raised on a farm and kept outdoors for the first few weeks of his life. So when I took him to the vet for his first set of puppy shots, I asked that he be tested for parasites and a urinary tract infection because he was also having potty training issues. It turned out he DID have giardia (a very common parasite on farms, usually obtained from drinking contaminated water or eating other items contaminated by feces) and a really bad urinary tract infection (UTI) (not surprising if drinking contaminated water). My puppy was treated with antibiotics for 30 days and his infection was gone.

If any of you out there don't know what a urinary tract infection (UTI) is, it is "a treatable infection in any part of your urinary system (most involve the lower urinary tract–the bladder and or urethra)". Females are more susceptible than males and the infection can be more serious if left untreated and it spreads to the kidneys. My vet did say it was unusual to see a puppy so young with a UTI this bad, which is why she said if the problem continued we should make sure the infection is gone and if this is a persistent problem, we may have to rule out other things (like something wrong with kidneys).

About a week after his first set of shots/vet visit, I purchased Lemonade pet insurance and in past medical history informed them he had giardia and a UTI, but both conditions were treated and now cleared up. (NEITHER of these conditions would be considered a CHRONIC medical condition, unless there were other factors involved, such as kidney issues). Cut to over a month later, my pup is doing great, no UTI symptoms have occurred (leaking or dribbling urine, refusing to drink water) he had his appointment for his 2nd set of shots, neuter procedure and microchip, they ran another urinalysis to make sure no infection lingered, and did a kidney function panel to see how his kidneys are functioning. His results were perfect, no UTI/no infection and kidney function is good. So, I'm thinking thank goodness this is over, and we are finally done with this mess.

Now, I am not sure if anyone else has had a pup that will literally eat anything, but this is my first experience dealing with this–none and I mean NONE of my other dogs have eaten cat poop out the litter box, socks, sticks from outside… I mean you name it, he will try and eat it–even with 25 chew toys laying around and a bowl full of food and water. So, it may have been the ingestion of more feces (litterbox) but the following month (4.5 months now) starts dripping urine again and refusing to drink water (because it hurts to pee). It's of course after hours when I realize what's going on, so I take him to the nearest 24 hr vet, they run a urinalysis, and yes, he is positive for a UTI.

This vet visit and labs (chemistry panels) were almost $400, now mind you this is the FIRST claim I submitted with Lemonade, it should be covered, considered an illness, easily cleared up and treatable. All medical reports submitted and claim filed the following day. 3 days later I get an email from my "claims specialist" asking what my puppy's "gotcha date was, his date of birth, if he's my only dog…" and other basic information, all of which they should already know/have because it was submitted when I obtained the policy. So, semi annoying, but okay; I answer the email providing the requested information. A few days later I get another email from a different "claim specialist" saying that my initial specialist is on leave and she'd be helping me out now…sorry for delay etc. No problem.

In the meantime I follow up with my regular veterinarian who suggests we do an ultrasound to make sure my pup's kidneys and the rest of his plumbing are okay. They also do another kidney lab and urinalysis. His kidney labs are good, and thankfully his ultrasound looks great too–so no abnormal plumbing or kidneys (NOTHING CHRONIC to worry about). However, he still had a bit of the UTI so she suggested a stronger antibiotic and said we needed to make sure he is more hygienic (don't let him lick his nether regions, drink out of toilets, give him a bath once a week, gate up the cat litter) all precautions we need to be taking. So, we are like "roger that!" and life has been good since.

However, it's a new month now and still no word on my claim for the ER visit. I email my new claims specialist and now ask if I can also attach the ultrasound since this pertains to the original claim (is a follow up to see why he is getting the UTIs). The ultrasound claim visit totaled ($700). Claims specialist says, of course, I will attach it to this claim since it's still in progress. Another week goes by, nothing. Second week goes by, she sends me an update and says she's having trouble getting full medical record for my pup. I state I can speak with the vet the following day to ensure it gets to her. Instead she calls me the following day (a month after my initial claim) to tell me that all claims are denied because my puppy was seen and treated for a urinary tract infection (his 1st vet visit coming from the farm) prior to the purchase of Lemonade (done a week later) THEY–(being Lemonade) consider it a chronic condition.

When I argued, mind you I'm a retired EMT with 20 years of medical service, that UTIs are NOT a chronic condition, and that the ultrasound he had literally proved JUST THAT–it isn't nor will it be a chronic medical condition (no congenital deformities or abnormalities that needed surgical correction, or non-functional kidneys) she said it didn't matter, nor would they be changing their minds. Since he was seen prior for this, THEY consider it a chronic condition. So, apparently your veterinarian, doctor, as well as other certified documents or publications concerning your pet isn't the medical authority according to Lemonade Insurance.

I guess if you are willing to trust and pay a company with poor dependability, questionable business practices, and no customer loyalty–Lemonade may be for you. Because bottom line, when it came time to actually pay out a claim, they decided to ignore medical documents, make up their own rules, (regarding what constitutes a chronic medical condition or what a short term infection is) and thoroughly misrepresent themselves as an honest, transparent business with an easy, quick claims processes.

They may want to rewrite it to say, "Pick Lemonade, we may or may not fulfill our obligations (company to customer) to you. And by the way WE are the ones that get to decide what is medically factual (regardless of what actual medical professionals state) when it comes to determining claims status, AND our super quick and easy claims process, sometimes not so quick or easy (sometimes takes a month or longer) and we probably won't pay out anyway."