Serenity Insurance: most-reported complaints
Automated analysis of 252 public Trustpilot reviews published 2021-05-06 to 2026-08-25. TrustScore 4.8 from 3,597 total reviews — see the Trustpilot page. Quick answer: is Serenity Insurance legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, with 14 out of 47 identified complaints citing this issue. Misleading pricing and overcharging are also frequent concerns, each accounting for 19% of the complaints. Additionally, 15% of reviewers state that support is unreachable, sometimes leading to missed payment notifications.
How to reach Serenity Insurance
These are the contact details Serenity Insurance publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 800-774-0520, email [email protected], address 125 S Stevens St Suite 500, Spokane, 99201, US.
The company claimed its Trustpilot profile on 2015-05-28, uses Trustpilot’s paid features, and last replied to a negative review on 2026-04-15. Trustpilot ranks it 8 of 42 in Auto Insurance Agency. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Severity: 30% of this company’s 47 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 8.8 days between the experience and publishing their negative review (44 reviews record both dates).
What their policy promises
refund window: 30 years
“Serenity Insurance has helped high-risk drivers find dependable coverage for more than 30 years.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-17.
Policy-page monitoring
We monitor this company’s published policy page for changes. 1 change detected since we started watching on 2026-09-01:
- 2026-09-15: +4/-3 lines; added: * 8 Ways To Avoid Gaps in Auto Insurance Coverage | * How SR22 Insurance Affects Co-Signers or Spouses; removed: * What To Expect When Adding Vehicles to a Fleet Policy | * Why Insurers Cancel SR22 Policies Without Notice (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 73 negative reviews that received a public reply, the median wait was 1.3 days — the company profile reports an average of under a day. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 73 company replies to negative reviews analysed, 36% engaged with the specific problem and 44% were generic templates.
72% of its 176 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 30% of this company’s complaints vs a 28% median across 148 ranked companies in its sector.
Review velocity: 121 of this company’s 3,597 Trustpilot reviews (3%) were written in the last 12 months.
What are the most common complaints about Serenity Insurance?
Support unhelpful
14 reports · 30% of complaintssteady“The representative who sold me the insurance lied.”
The company replied on 2024-08-02: “Hello Christopher. I went and reviewed the phone call you had with our agent and she couldn't have done a better job explaining how the SR22 is filed electronically with the state and how you need to…”
Our classifier read this reply as a deflection.
“they only signed me up for regular car insurance so I wasn't able to get my license”
“still haven’t spoken to the “adjuster “ . I’ve left several messages”
The company replied on 2022-10-26: “Hello, and sorry to hear about this. The review you left is for Serenity group though, not Kemper. If we manage your policy with them we would be happy to help move this along, we've had great…”
Our classifier read this reply as a deflection.
Misleading pricing
9 reports · 19% of complaintsfalling“I was disappointed in the quote I received for my renewal.”
1 reader marked this review helpful on Trustpilot.
“My price went up $3000 after it all said and done”
The company replied on 2026-04-15: “We're truly sorry to hear your price went up. There's always a reason for increases, like missing documentation or loss of discounts. If you haven't looked into it already I urge you to reach out to…”
Our classifier read this reply as a deflection.
“The representative who sold me the insurance lied.”
The company replied on 2024-08-02: “Hello Christopher. I went and reviewed the phone call you had with our agent and she couldn't have done a better job explaining how the SR22 is filed electronically with the state and how you need to…”
Our classifier read this reply as a deflection.
Overcharging
9 reports · 19% of complaintsrising since 2024-11“My price went up $3000 after it all said and done”
The company replied on 2026-04-15: “We're truly sorry to hear your price went up. There's always a reason for increases, like missing documentation or loss of discounts. If you haven't looked into it already I urge you to reach out to…”
Our classifier read this reply as a deflection.
“when I tryed putting an old pickup on the policy my premiums doubled.”
“To much for the coverage I had to get”
The company replied on 2026-04-15: “We're sorry to hear you're not happy with your rate. Please reach out at your renewal and we'd be glad to shop around more to see if we can find you something less expensive at that time. Thanks,”
Our classifier read this reply as a template response.
Support unreachable
7 reports · 15% of complaintsrising since 2024-11“my license was recently suspended because I didn't get an email saying that I hadn't made the payment”
The company replied on 2025-06-16: “Erick, you are leaving this review for Serenity Group, the agency who got you set up with an insurance carrier. We are not the company that charges you for insurance, takes your payment, or emails…”
Our classifier read this reply as a deflection.
“still haven’t spoken to the “adjuster “ . I’ve left several messages”
The company replied on 2022-10-26: “Hello, and sorry to hear about this. The review you left is for Serenity group though, not Kemper. If we manage your policy with them we would be happy to help move this along, we've had great…”
Our classifier read this reply as a deflection.
“When I call I always get hung up on .”
The company replied on 2026-03-16: “Thank you for letting us know and we're sorry you haven't been able to reach our Customer Service Team. I messaged them this morning and asked someone to reach out to you ASAP.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Other
6 reports · 13% of complaintssteady“Forced insurance until I can get it resolved”
The company replied on 2022-07-08: “Hello- We would be glad to help you resolve this situation. Please contact our offices at 877-215-4610 or email us at [email protected]. Please have your policy number available so…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Not very satisfied because right when I got the insurance it was close to email a copy of my paperwork to the DMV”
The company replied on 2024-02-06: “Sorry to hear you had a negative experience getting paperwork to the DMV. We hope everything goes smoothly for you from here on.”
Our classifier read this reply as a template response.
“Did not get my SR 22 info sent to Missouri Department of revenue”
The company replied on 2023-06-15: “We're sorry to hear there was an issue with your policy, please contact our Customer Service Team if you still need any help. 1-877-215-4610”
Our classifier read this reply as a template response.
Refunds delayed
2 reports · 4% of complaintssteady“Policy was much more expensive than my original policy. And I still haven’t received my refund check”
“It's now the 7th business day and no refund.”
Compare Serenity Insurance with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-07.