Honest Policy Logo
Esurance logo

Esurance Car Insurance

Smart Score

76

Industry Average: 75

Smart Score

76
/100

Industry Average: 75

Customer Service

7.1
/10

Industry Average: 7.7

Claims Process

7.6
/10

Industry Average: 8

Value for Price

7.3
/10

Industry Average: 7

Esurance Overview

Esurance is a tech-focused insurance company that was based in San Francisco in 1999. They were one of the first companies to offer online car coverage. Maintaining their focus on user-friendly experience, they implement a variety of digital and mobile tools that makes it more than insurance - apps to monitor driving habits, find deals on gas, keep track on car’s repair process and more. Their customer experience game is on point: estimate 6 minutes to get a quote, 96 percent rate of satisfied claims and under 10 days claim process time. Online filing is available in most out of 43 states they cover.

Lines of Business:

Esurance Ratings Breakdown

Smart Score

76

Esurance: 76
Industry Average: 75
Esurance: 76
Industry Average: 75

Why our Smart Score matters

Esurance’s Smart Score of 76 was created by combining weighted averages of ratings for customer service, claims process, and value for price from 3rd party sources as well as our own research. We view these as the most important factors since they cover the entire experience of shopping for, maintaining, and making a claim on an insurance policy.


How our Smart Score is calculated

Data comes from customer reviews, officially filed complaints, financial stability data, and other insurance industry rating companies. Combining these metrics and sources provides the most accurate and broad-based analysis of what matters most when considering Esurance’s overall quality compared to other auto insurers. While there is some overlap between our three primary metrics, each has unique characteristics that set them apart from each other.


What does this mean for you?

With a score of 76, Esurance sits near the industry average of 75. While this metric isn’t the be-all and end-all, it’s definitely a good point of reference when comparing auto insurance options.

Customer Service

7.1

Esurance: 7.1
Industry Average: 7.7
Esurance: 7.1
Industry Average: 7.7

Our customer service score measures two primary things: user satisfaction when interacting with Esurance’s representatives, and their experience with online tools like quoting and managing a policy via website or app. Esurance’s customer service score comes from a variety of places. These include user reviews on Honest Policy, as well as other analytics companies such as JD Power, Insure.com, and Consumer Reports.


What does this mean for you?

As you can see from Esurance’s service score of 7.1, they have a weak rating compared to similar auto insurance companies, which clock in at an average of 7.7.


The ratings between sources are pretty consistent. Calculating with the given range and number of sources reporting, we’re almost certain the true score lies between 6.5 and 7.7. With those narrow bounds, we’re confident about the accuracy of their 7.1 rating.

Claims Process

7.6

Esurance: 7.6
Industry Average: 8
Esurance: 7.6
Industry Average: 8

Our claims process score looks at users' experiences when filing claims with Esurance. It takes into account not only claim outcomes, but also the ease of making and tracking a claim, as well as how fast Esurance handles it.


Esurance’s claim score is derived from various sources. These include reviews from Honest Policy users, and outside sources including Consumer Reports, Insure.com and JD Power. We round off our calculation with official complaints filed with the National Association of Insurance Commissioners (which primarily are claim related). These complaints are weighted against the size of each company to ensure an apples-to-apples comparison. This gives our claim score the most complete picture of what to expect when filing a claim with Esurance.


What does this mean for you?

Evident from a claims score of 7.6, Esurance has a reasonable rating compared to the average claim score of 8 for similar auto insurance companies.


The ratings between sources are pretty consistent. Calculating with the given range and number of sources reporting, we’re almost certain the true score lies between 7 and 8.2. With those narrow bounds, we’re confident about the accuracy of their 7.6 rating.

Value for Price

7.3

Esurance: 7.3
Industry Average: 7
Esurance: 7.3
Industry Average: 7

Esurance’s value score measures customer satisfaction when considering how much they pay versus the quality of their experience when dealing with the company.


How Esurance comes up with the price of a policy varies by state, and relates to a number of different factors. Some of these include driving record, how much you use your car, location, age, gender, and the car you drive. While price is a critical factor for most insurance customers, what they get for that money is even more important. As with our other scores, this rating comes from a variety of sources: Honest Policy, JD Power, Insure.com, Clearsurance, and Consumer Reports.


What does this mean for you?

Esurance’s value for price score of 7.3 is excellent compared to the average of 7 from other auto insurance companies.

The ratings between sources vary a bit. Calculating with the given range and number of sources reporting, we’re almost certain the true score lies between 6.1 and 8.5. With those moderate bounds, we’re pretty confident about the accuracy of their rating.

Esurance Auto Official Complaints

Official Complaints

Worse than average

Tracks how many more or less official complaints Esurance has than average. With an index of 1.33 Esurance is worse than average.


The complaint index comes from two variables for each year and type of insurance.

  • The percentage of how many complaints Esurance has filed against them with the National Association of Insurance Commissioners (NAIC) compared to the total number of complaints filed with every company.

  • The percentage of how much insurance business (total policy premiums) Esurance has compared to the total amount of business of all the other companies.

By weighting complaints and business against their totals, and then dividing share of compliants by share of the market, we get the index value. With 1.0 being an average number of complaints, a 0.5 would be half as many complaints. With an index of 1.33 Esurance is worse than average.

Customer Reviews

NaN

Out of 5

0 Reviews

    Emoticon for rank 0

    (5)

    Emoticon for rank 1

    (6)

    Emoticon for rank 2

    (1)

    Emoticon for rank 3

    (0)

    Emoticon for rank 4

    (0)

100%

of customers would reccomend this company to a friend

12 customer reviews

Jack Peloquin

Auto Customer

I have never had to interact with my company much more than to check the bill. I check the bill regularly and when it is time to pay for the new 6 month policy I take a look around to see what else is available. So far my company offers the best price every time that I end up checking it out.

Price Value: 4.5

Claim Satisfaction: n/a

Customer Service: 4

Recommend: yes

Did you find this review helpful?

Holly R

Auto Customer

I called them a couple of years ago due to the price of my insurance increasing over the years. I have never had a claim or accident so, I could not see any reason for the price increase. The agent I spoke to was very kind and understanding. He explained that the rates across the board had increased. He also took the time to make sure I was getting all of the possible discounts and was able to lower my price a small amount.

Price Value: 4.5

Claim Satisfaction: n/a

Customer Service: 5

Recommend: yes

Did you find this review helpful?

Shanna B

Auto Customer

I have not had to contact them directly but I appreciate that I get an email each month about a week before my payment will be debited detailing the cost. The app is simple to use. Their rates are excellent and continue to go down in cost. I switched from another company and my rates are better for better coverage and lower deductibles.

Price Value: 4.5

Claim Satisfaction: n/a

Customer Service: 4

Recommend: yes

Did you find this review helpful?

AARTI D

Auto Customer

Just last week, I had to call Esurance for roadside assistance as my car would not start in my garage. It took about 25 minutes to reach a live person on the phone. But overall the customer service went very smoothly as I explained what happened. They had a tow truck come within 1 hour and jump start my car. Roadside assistance is already covered by them so I did not pay anything additional

Price Value: 3.5

Claim Satisfaction: 4

Customer Service: 4

Recommend: yes

Did you find this review helpful?

Angela Skittone

Auto Customer

I lived in Russia for 7 months and needed to change my insurance to only be for liability claims. I needed the help of my boyfriend to call via Skype in order to speak to them. They were able to assist me easily and quickly, making the experience painless. Their customer service while abroad was excellent

Price Value: 4

Claim Satisfaction: 4

Customer Service: 4

Recommend: yes

Did you find this review helpful?

Ryan F

Auto Customer

I was involved in a hit and run accident about 2 years ago, and they were very helpful in processing my claim. They use an app to process claims that allowed me to take a set of pictures of my car after the accident, as well as describe what happened. They were quick to respond and got me back on the road in a timely manner.

Price Value: 4

Claim Satisfaction: 4

Customer Service: 3

Recommend: yes

Did you find this review helpful?

Esurance Coverage Options

When it comes to thier car, everyone has a different situation and differing needs for protection. While every auto insurer offers the same standard coverages. they tend to differ when it comes to what they offer or optional additional protections. Below we list and describe all the extras offered by Esurance

Available OptionsWhat it meansSee something wrong?
Incident Forgiveness

Protects your driving record from being affected by the insurance company's rating system for an at-fault accident, thus preventing your insurance premium from going up due to this type of accident.

Loss of Use Coverage

Covers any additional living expenses, meaning any necessary expense that exceeds what you normally spend.

Mechanical Breakdown Insurance

Covers failure of major vehicular systems, like your engine and transmission. It's similar to an extended warranty from a car manufacturer, but it provides coverage for more systems.

Emergency Assistance Coverage

Covers cost of any emergency services called when involved in an incident

Roadside Assistance

Usually covers towing, battery service, flat tire service, fuel delivery, lockout service, and extrication.

Rental Reimbursement

Helps you pay for transportation expenses, such as a rental car or public transportation fare, while your own vehicle is being repaired after a covered insurance claim.

Gap Insurance

Helps pay off your auto loan if your car is totaled or stolen and you owe more than the car's depreciated value.

Esurance availability in these states

Esurance Auto Discounts

While all companies offer a range of car insurance discounts, it's hard to judge any individual discount's value in a meaningful way. For one, the discounts are typically a percentage off the base price, instead of the whole policy.

What does this mean?

Your best bet is to directly discuss your particular situation with an agent to make sure you're getting all the discounts that you may be eligible for on your auto policy. For reference, we've listed all the discounts we believe Esurance has below in order to hlep determine which ones may fit your profile (though keep in mind that they can vary by state).

Available OptionsWhat it meansSee something wrong?
Good Driver

Typically relates to a driver's history (or lack thereof) of accidents and violations. Often has a 3 to 5 year lookback period.

Passive Restraint

Applies to vehicles with safety features such as automatic braking systems (ABS), airbags, or automatic seatbelts.

Anti Theft Device

This discount is for cars with alarms, and other theft deterrents. It typically only applies to comprehensive coverage however.

Compare

How does Esurance compare to other insurance companies? Click the following links below to compare Esurance to other top insurance companies.

Esurance logo
Vs

Other carriers