Home FAQ Claims Giveback Policy 2.0 My Account We’re an insurance company unlike any you’ve seen before. Lemonade was built on a dream to surprise customers with a level of experience that’s out of this world. We measure ourselves by the 💖 we get from our members (4.9 ⭐️⭐️⭐️⭐️⭐️) and the speed we pay claims (30% handled instantly). We believe in good karma through balancing profit and purpose. So, we donate unused 💰 to causes our users choose. Last year, for example, we helped provide life-saving care and shelter to 29,578 rescued animals, planted 181,559 trees across critical ecosystems, helped grant online and in-person mental health services to 240,000 people, and sponsored a rare cancer research trial. We’ve earned the prestigious B-corp certification, which means we meet the highest standards of social and environmental performance, public transparency, and legal accountability. We’re transparent. We want you to understand exactly what you’re buying and how much you’ll be paying for it. This is why we introduced the world’s first open source collaborative insurance policy, where we ask for customers and insurance experts to come together and edit the perfect policy! It’s called Policy 2.0, and it’s available now in France, Germany and the Netherlands! Any more questions? Read on… Lemonade, who? Why choose Lemonade? With Lemonade’s Policy 2.0, you’re covered by a policy designed for the 21st century. It has cool features made for you: Complete Theft coverage: extra coverage that gives you protection from theft anywhere in the world. For example, unlike some other insurers, if your phone or bike is stolen while you're at the cafe, you’re covered with the Complete Theft Coverage. Glass Breakage coverage: protects you if glass in your home gets accidentally broken. Whether your neighbor kicks their football through your window, or your stovetop glass accidentally breaks, we'll cover it with the Glass Breakage coverage. 100% replacement value: We pay to repair or replace your stuff based on the price of a new one of the same make and model, without any deductions. Unlike some other insurers, we don’t pay less just because your damaged item was used. Transparency! Policy 2.0 lays out what’s covered and what’s not, plain and simple. Many other insurance policies have exceptions, and exceptions to those exceptions. That’s tiring. With Lemonade’s AI bot, you can buy a policy in seconds without the need for any paperwork or phone calls. Filing a claim is just as easy: open the app and answer a bunch of questions, and your claim will get processed quickly, with many of our claims paid in seconds! Another cool feature of Lemonade is our Giveback. We take a fixed fee out of your monthly payments, pay reinsurance (and some unavoidable expenses), and use the rest for paying out claims. And, if there’s money left over, we give it to a charity of your choice. That’s what making insurance into social good means. How is Lemonade’s business model different from that of a traditional insurance carrier? Lemonade is built differently. Unlike some traditional insurers, we take a fixed fee out of your monthly payments, pay reinsurance (and some unavoidable expenses), and use the rest for paying out claims. In principle, we treat premiums as if they were still our customers’ money, and return unclaimed remainders in our annual 'Giveback'. Giveback is a unique feature of Lemonade, where each year leftover money is donated to causes our policyholders care about. We treat policyholders who care about the same causes as virtual groups of 'peers'. Lemonade uses the premiums collected from each peer group to pay for the group's claims, giving back any leftover money to their common cause, and uses reinsurance to cover for cases where the group's claims exceed what's left in the pool. This way, our customers enjoy amazing insurance, and society gets a little push for the better. What’s Policy 2.0? Policy 2.0 is the radically simplified, modernized, and digitized insurance policy by Lemonade. It lays out what’s covered, and what’s not in our insurance product. The best thing about Policy 2.0 is that it was written for the 21st century, so it’s relevant for your 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 that everyone can help make insurance simple. How is Lemonade structured? Lemonade is the name for products and services provided by one or more of the Lemonade subsidiary companies. Lemonade, Inc., a public benefit corporation organized under Delaware law in the United States, is the parent company of the group. There are six subsidiary companies under it: Lemonade Insurance Company (Lemonade’s insurance company organized under New York law and licensed by New York Department of Financial Services). Lemonade Insurance Agency, LLC (acts as Lemonade’s sales agent in the US). Lemonade B.V. is a holding company organized under Dutch law and is the parent company of Lemonade’s European operations. Lemonade Insurance N.V. is an insurance company organized under Dutch law. This company issues your policy and pays your claims. It is licensed by De Nederlandsche Bank (DNB) as an insurance company. Lemonade Agency B.V. is an authorized agent registered by the Dutch Authority for the Financial Markets (AFM). It is authorised to act as an insurance agent of Lemonade Insurance N.V. in Europe. Lemonade, Ltd. This company provides technology, research, and development to the group. More details about Lemonade’s legal structure can be found in Legal Stuff. How do I get Lemonade? You can get the award-winning Lemonade experience through our iOS and Android apps, or you can purchase a policy through our website. We currently offer renters insurance in France. We also offer Contents and Personal Liability insurance in Germany and the Netherlands. We’ll be launching in other European countries, and rolling out additional products, in the near future. Is Lemonade reinsured? We are. Some of the biggest reinsurers in the industry are reinsuring Lemonade. So as much as we’re different, we are reassuringly similar to the insurance companies you heard about growing up! How are you using my premium Euros? Glad you asked! Lemonade keeps a fixed percentage of all premiums. This pays for developing loads of cool tech, running an insurance business (including salaries, rent, and such), and make some profit! This way, our desire for profit does not conflict with our duty to pay claims. The remainder? Job #1 is to ensure we can always pay claims Job #2 is to Giveback money that isn’t needed for Job #1 Here’s how that works: Lemonade is a fully licensed and regulated insurance company, which means that we underwrite, price, and sell policies, and pay claims. You, the customer, pay us a premium, and we take a flat fee and pay your claims. We don’t want to be in conflict with you over that premium euro, so behind the scenes, we work with what is known as reinsurance (think of it as insurance for insurance companies). We share a lot of our premium with them, and they pay most of our losses, plus they cover our flat fee. Most of our reinsurance is long-term, so we and our customers don’t need to worry about it year-to-year, like many other insurance companies. Our reinsurance program may change from time to time, and it looks different today than what we started with. But our Giveback approach has not changed, and our ability to deliver on Job #1 - to ensure we always can pay claims - is as strong as it ever was. When can I expect Lemonade to be available in my country? If you’re living outside of France, the Netherlands, Germany and the United States, we’re on our way! Stay tuned here and follow us on Facebook and Twitter. How can I reach you guys? You can always get in touch with our team through our app and website, or feel free to shoot over an email to contact@lemonade.com whenever you need our assistance. In case of emergency, call our Assistance services at: +33 801 840 506. Is my information kept confidential? Transparency and integrity during the processing of your personal data is very important to us. We comply with data protection regulations, including the EU General Data Protection Regulation ("GDPR"), as well as its implementation under French law. In fact, we like to say we are GDPR compliant by design, building Lemonade with the customer as our focus. We highly value and respect your privacy. Details on how we process your personal data can be found in our Privacy Policy. What does being a B-Corp mean? Lemonade, Inc., the lead company in our group, is a public benefit corporation organized 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, in operating our business. This is one factor in all members of the Lemonade group of companies having achieved B-Corp® certification. B-Corp® is a certification granted by the nonprofit organization B Lab to for-profit companies that meet rigorous standards of social and environmental performance, accountability, and transparency. So although Lemonade seeks to make a profit, our mission is also to be a force for public good. Insurance was created to be a social good, and Lemonade’s mission statement is to transform insurance from a necessary evil into a social good. Policy Stuff How do I know what my policy covers? You get to see a summary of your coverage and a preview of your customized policy before you pay. You’ll be able to edit your coverage and other policy settings such as the deductible, start dates, and more - all before you finalize your policy. After payment, we will instantly issue your final policy and send it to you by email. How do you calculate my premium? Premiums are calculated individually for each policyholder and are based on a number of different factors including recent claims, and information about you and your property. We may also factor in the sensitivity of your home to windstorms, severe weather damage, and fires. What policies does Lemonade offer? We offer renters insurance in France, Contents and Liability insurance in Germany and the Netherlands. We also offer renters, homeowners and pet health insurance in the United States. Can I increase or reduce my coverages? You can, within limits. We made it easy to adjust coverage through the app. Tapping the Edit tab will let you configure the coverage amounts of your policy. If you already have a Lemonade policy and would like to adjust coverages, just drop us a note to contact@lemonade.com and we’ll get back to you. What if I want to cancel my policy? You can cancel your policy at any time and receive a refund for the unused portion of your premium. And if you ever want to come back? No problem! We’ll create a new policy for you. Know that our prices change from time to time, so your new policy may come with a different rate. Can I switch to Lemonade if I already have an active insurance policy? Sure you can, and we can help if you want! But there's a 'but'. While Lemonade allows you to cancel your policy any time you want, most insurers don't allow cancellation within the first 12 months. Don't worry, we can still help you switch to Lemonade, but your new Lemonade policy should start only once your current policy expires. If your current insurance is over 12 months, we'll just need to give your old insurer 30 days notice in advance. That’s to avoid overlapping insurance policies (double insurance policies aren’t very helpful :) . How do I change my address for my Lemonade policy? Congrats on the new place! While we can't edit the address on an active policy, it's quite easy to cancel your current policy and create a new one for your new address. Once you move into your new place, you can use the Lemonade app to cancel your policy. You'll receive a pro-rated refund as soon as you do this, ensuring there's no overlap in charges when you create a new policy. Then, create a new policy for your new address, in a matter of minutes, right there from the Lemonade app. If you have Extra Coverage items, or you’re having trouble with the App - just contact our dedicated Customer Experience team. How do I pay for Lemonade? After reviewing your coverage summary and having an opportunity to look over the policy documents, you’ll be able to pay using your credit or debit card. We will charge your first payment after we’ve issued your policy, regardless of the policy’s effective date. Thereafter, you’ll be charged each month on the day your policy became active. Is my roommate covered? It's up to you! With Lemonade, you have the option to either have all roommates covered under one policy, or to have each roommate buy their own policy. If you want to cover all roommates under one policy, just include them when you sign up. This will cover all roommates listed on your lease. Just make sure you buy enough coverage to protect everyone's stuff. Otherwise, each roommate can create their own policy and will be able to customize their coverage to match their individual needs. We recommend for all roommates to go with the same insurer to help streamline the process in case of a claim - we've heard that Lemonade is a good option 😉 Are my partner, children, or other relatives covered? If you’re living with your partner, children, or other relatives, you can include them on your policy when you sign up. Make sure you buy enough coverage for all your (and their) stuff! Am I covered if something I own gets stolen? Generally yes, but there are some exceptions. If your laptop was stolen from your home due to a break-in (burglary), you’re covered. However, if your laptop was stolen from your favorite cafe, or it disappeared from your home without a sign of break-in, you’ll only be covered if you have our Complete Theft Coverage as part of your policy. Make sure to add this package when you buy your Lemonade policy. (BTW, you can add it after you get your policy by emailing us at contact@lemonade.com). Note: if the stolen item is worth more than 5 000 €, it has to have Extra Coverage to be covered in full. Make sure all your valuables (aka, any item over 5 000 €) have Extra Coverage when you get your policy. What is covered by theft? Theft involves unauthorized or forced entry (aka, there was a clear break-in), or the use of force or the threat of violence, in which items were stolen or damaged. Your Lemonade policy automatically includes this, unlike other products in the market. If your stuff was stolen, but there was no clear sign of forced entry or violence, this is not automatically covered. But you can add coverage for this by selecting the Complete Theft coverage when you get a policy or by contacting us. To clarify, if someone at your housewarming party pockets your favorite pair of earrings, that would only be covered if your policy includes our Complete Theft coverage. What kind of bad things am I covered for? Your policy covers damage to your stuff caused by fire, lightning, smoke, explosion, theft, vandalism, windstorms, hail, snow pressure, vehicles, aircraft, water damage, natural catastrophes, technological catastrophes, and terrorism. You’ll also have the option to include extended theft and glass breakage (by selecting the add-on Packages) when you sign-up. We also cover any increased living expenses if one of those things happens. For example, if a kitchen fire forces you out of your apartment, or if a burst pipe upstairs means it’s now raining inside your apartment - we’ll cover the cost for a hotel. Your policy also includes Civil Liability coverage. That means that if you're liable for damage to the home your renting, or if you—in the course of your daily life—somehow end up causing bodily injury or property damage, you'll be covered. Make sure to review your policy to understand exactly what’s covered. What kinds of things are not covered under my policy? Unfortunately, it doesn’t cover those annoying things that sometimes happen. The policy doesn’t cover things like if your power, water or heat going out in your apartment in the dead of winter, or if your apartment gets infested with bedbugs (eek!) and you want to get a hotel room. We don’t blame you at all, but these events aren’t covered under your policy, so we can’t reimburse you for that. We also don’t cover your stuff that is accidentally lost or broken - so if you drop your phone and the screen cracks, that’s not covered. Is my laptop covered? Yes! Coverage for laptops, phones, tablets, TVs, and other personal electronics are all included, as standard, in the policy. Note that any item worth above 5 000 € needs to be added to the policy to be covered for its full value. These are covered against the list of specific causes mentioned in the policy such as burglary, fire, vandalism, etc. Now be careful with it, because your policy doesn’t cover if it gets lost or breakage if you drop it! How do I add extra coverage for my expensive items? It’s easy! Before finalizing your policy, you’ll be able to add coverage for items valued above 5 000 € each. Adding some items might be at an additional premium; you’ll see the total premium, including Extra Coverage costs, before buying the policy. Items that do not have Extra Coverage are covered only up to 5 000 €. Note: items are covered by Extra Coverage only after you’ve received confirmation from Lemonade. If my pet bites someone, am I covered? Generally, yes. If your cat or dog bites someone, you're covered under your policy. However, you're not covered if your dog is considered high-risk, meaning it is a category 1 or 2 breed under the regulations on dangerous dogs, such as a "Pit-Bull" or Rottweiler. We don’t cover any damage caused by horses, livestock, or wild animals that you own, or that are in your care. What if I miss a premium payment? If your payment method is declined, we’ll ask you to provide us with a different one. Please note, we’ll keep bugging you to settle your tab, but eventually we’ll have to cancel your policy. We’ll warn you first. Note: if you miss your very first premium payment, your coverage will retroactively be considered void (no coverage). Can I sign up by phone? Lemonade is available for signup only through our mobile apps and website. How do you calculate the value of my contents during a claim? We offer 100% replacement value for any destroyed, damaged, or stolen item. This means we will pay you the cost to repair or replace an item (whichever is lower) based on the price of a new one of the same make and model, without any deductions. If the exact item is no longer available, we’ll reimburse you enough to buy a replacement of equivalent type and quality. We don’t pay less just because your damaged item was used. How does this work? Let’s say your camera has been stolen. You bought it three years ago for 500 €, and today, this exact model sells at a reduced price of 350 €. Since our job is to provide you with an exact replacement, the value we will calculate is 350 €. I got a quote that’s higher than my old insurer, why? While our prices may be cheaper than the more established players, that won’t always be the case. Insurers use different models and data sets to set prices, and on occasion our prices will be higher than someone else’s. It’s the way statistics work. If it’s any comfort, please remember that any leftover money may be donated to a charity of your choosing, so go ahead and get Lemonade anyway! Is stuff kept in my self-storage locker covered? We only cover stuff that’s normally kept in your home, balcony, terrace, garage, garden shed, cellar, or a storage unit in your building. Stuff that is kept in common or unprotected areas is not covered. That means, things that are normally kept elsewhere, like at your vacation home, office, or a storage facility, aren’t covered. Claims. How do I file a claim? Easy! Just open the Lemonade app and hit the Claim button. We will guide you through the rest of the short process there. Alternatively, feel free to shoot over an email to contact@lemonade.com. How will I get paid for a claim? After you complete the claim report on the Lemonade app, you will be asked to enter your bank account wire information. Once your claim is approved, we’ll issue payment, minus the amount of the deductible (if it applies), directly into your account. How fast will a claim be paid? Our goal is for the majority of simple contents claims to be paid almost instantly. There will be cases in which we’ll need to fully review the incident to approve the claim, and there will be content damage claims or liability claims that may take longer to settle. For example, if this is not the first loss you are reporting, or if some of the information we require is missing from your report, our team will need extra time to manually assess the incident and will most likely get in touch with you for further review. Why does Lemonade ask me to record a video during the claims process? There’s no better way for us to understand your incident than by having you tell us in your own words. It only takes a minute to shoot the video. We’ll use your video solely for the process of handling or reviewing your claim. What should I do in case of an emergency ? We define emergencies as events that require immediate assistance as a result of fire, sudden water damage, getting locked outside your home and structural damage that leaves your home unprotected. If you need help right away, please call our assistance partners (+33 801 840 506) immediately. They will dispatch the right service from our trusted network of specialists. If you call this number, the incurred costs will be covered by your home insurance (see details in your policy). Our team of emergency response and repair services is available 24/7, and ready to help. Lemonade won’t be able to cover the costs if you use a different service provider. What documentation do you need from me? Do I need to take an inventory? When filing a claim, if you have receipts, that's great! But, we know that not everyone saves their receipts. Tip from us: make sure to keep your receipts on the more expensive stuff you buy—say 250 € and up. That way, we can settle your claim faster. Even if you don’t have the receipt, keeping note of where and when you purchased more expensive items will help us help you. Please note that if you have a claim, we'll always work closely with you to identify suitable replacements. Insurance, Explained What is a deductible? This is the amount that will be deducted from any claim payment you may receive. Think of it as your participation in the damage or loss. When you buy a policy, you can choose the deductible amount you’d like to have in case of a claim. So, why would anyone choose a high deductible? Well, the higher the deductible, the lower your monthly payments will be. Here’s an example for your home insurance: You chose a deductible of 150 € when you bought your policy. A few months later, someone breaks into your apartment and steals your 1 000 € laptop. The payment you'll receive for your claim will be 850 €: 1 000 € minus the deductible, which in this case was 150 €. There are special cases where the deductible you select will not apply. For damage caused by a natural catastrophe, the deductible is set by regulation (currently 380 € per event in most cases). We will apply the deductible required at the time of the event. And for costs relating to emergency 24/7 assistance services or legal expenses, no deductible applies. What is Civil liability protection? We offer personal liability coverage, which means Lemonade will pay covered damages you are found liable for, in the event someone claims to be injured due to your actions or negligence, or there is damage to someone else’s contents caused by your actions or negligence. Make sure to read your policy in order to know the exact scope of coverage. If you experience an incident that may fall under this coverage, then make a claim using the Lemonade app. How much contents coverage do I need? To determine the amount of contents coverage you need, make sure you take everything you own into account (pro tip: think of it as if everything you own goes up in flames, how much reimbursement would you need from us to cover all the things you lost?). You 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, make sure you get sufficient coverage for them. How much Civil Liability coverage do I need? This is personal for each customer, so best to fully understand what Personal Liability covers, and then determine how much coverage would make you feel sufficiently covered. Lemonade allows for up to 10 million euros in Civil Liability coverage. Extra Coverage Why should I get Extra Coverage for my contents? You’ll need to add coverage for items valued above 5 000 € each, so that they’re fully covered in case of a claim. If you don’t add Extra Coverage for these items, know that we’ll be able to cover these items only up to 5 000 € (and nobody wants that to happen). Adding some items might be at an additional cost; you’ll see the total policy premium before buying the policy. When can I add Extra Coverage for valuable items? Always! Please note that Extra Coverage only kicks in after your items have been submitted and approved by our team. You can add Extra Coverage for your valuable items yourself when getting a policy, or write to contact@lemonade.com if you’d like to add it later. How many items can I submit for Extra Coverage? You can add as many items as you'd like. Please note that items are added one at a time, and you will need to provide a short description, photo, and receipts or appraisals for each item. What happens if Lemonade does not approve my item? Our team reviews each item to determine if it’s eligible for Extra Coverage. If your item is not approved, it may be because your item may need special coverage that is not currently offered by Lemonade. In any case, items which belong to your household without Extra Coverage can only be covered up to 5 000 €. Giveback and community What is this Giveback thing? 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, the amounts people are asked to pay may be higher than what’s needed some years. Often, there’s money left at the end of the year. Insurance companies take this money as profits. That may make them reluctant to pay claims, since it damages their earnings. But we think there’s a better way. Instead of keeping this money, we intend to pay it forward to causes people care about and help bring positive social impact to local communities and global causes. Years with high claims and other expenses may deplete the “Giveback,” but the good news is that our actuaries (the folks who crunch the numbers for these sort of things) say that there “should” be some money left over for most causes every year. When do you pay the Giveback? At the end of June, we calculate and pay the Giveback. What happens to my Giveback if I cancel my policy? Lemonade only pays a Giveback with respect to active policies. How often can I change causes? Once you pick a cause in the app (after you get a policy), it will be set until the following June. Once the Giveback is paid, you will have an opportunity to pick a new cause. How can I add my cause to your Giveback program? We’ll be happy to consider your cause for our Giveback program. For more information, reach out to us: contact@lemonade.com. Is the Giveback guaranteed? No, it’s subject to board discretion. Giveback is part of our corporate policy, and our plan is to donate to nonprofits every year. But sometimes, peer groups who chose the same cause, will not have any money left to give back because their claims depleted the Giveback pool. Paying claims is our top priority, and in extreme circumstances could come at the expense of the Giveback. Ask us anything Fill in your details, write your question, and we will get back to you FULL NAME EMAIL ADDRESS HOW CAN WE HELP? SEND FEATURES Claims Giveback Policy 2.0 RESOURCES FAQ Where We're Live COMPANY Join the Team Legal Stuff Privacy Policy Terms of Service REGION FRANCE (ENGLISH) GET OUR APP FOLLOW US We use cookies and other technologies to give you the best possible user experience and to customize advertising on and off our website. In addition, our partners may use cookies and other technologies to provide you with marketing information. Read more about this and your right to opt-out in our Privacy Policy. ACCEPT