The Zebra: most-reported complaints
Automated analysis of 497 public Trustpilot reviews published 2026-06-19 to 2026-09-24. TrustScore 4.7 from 5,049 total reviews — see the Trustpilot page. Quick answer: is The Zebra legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report misleading pricing, which accounts for 24% of the 51 complaints identified in the analysis period. Support issues were the second most common concern, cited in 22% of complaints, followed by overcharging at 18%. The remaining 16% of complaints were categorized as other issues. Trends for the top three specific issues are reported as falling, while the 'other' category is rising.
How to reach The Zebra
These are the contact details The Zebra publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 888-419-3716, email [email protected], address 1801 East 6th St #200, Austin, 78702, US.
The company claimed its Trustpilot profile on 2020-04-28, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-23. Trustpilot ranks it 68 of 113 in Insurance Agency. We last checked this profile on 2026-09-24 and found 20 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.7 → 4.7 across 13 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-17 (92%, 1.7d) · 2026-08-20 (95%, 1.8d) · 2026-08-24 (95%, 1.8d) · 2026-08-27 (94%, 1.8d) · 2026-08-30 (94%, 1.8d) · 2026-09-02 (94%, 2.1d) · 2026-09-08 (94%, 2.0d) · 2026-09-11 (94%, 2.0d) · 2026-09-14 (93%, 2.0d) · 2026-09-17 (94%, 2.0d) · 2026-09-20 (94%, 2.0d) · 2026-09-24 (94%, 2.0d).
Severity: 8% of this company’s 51 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In June 2025, 60% of 10 one-to-three-star reviews were 1★; in August 2026, 50% of 12.
Counted from June 2025 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 1.2 days between the experience and publishing their negative review (337 reviews record both dates).
Measured reply time: across 306 negative reviews that received a public reply, the median wait was 1.7 days — the company profile reports an average of 2 days.
Reply quality: of 306 company replies to negative reviews analysed, 53% engaged with the specific problem and 27% were generic templates.
Review provenance: 446 company-invited reviews in the recent window average 4.76★, while 21 organic (uninvited) reviews average 4.43★.
65% of its 417 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: misleading pricing makes up 24% of this company’s complaints vs a 14% median across 87 ranked companies in its sector.
Review velocity: 2,855 of this company’s 5,049 Trustpilot reviews (57%) were written in the last 12 months.
What are the most common complaints about The Zebra?
Misleading pricing
12 reports · 24% of complaintsfalling“When creating the policy I was told by the Zebra Agent that it was set to Auto Payments.”
The company replied on 2026-08-17: “Oh no! Samuel, we're sorry you had a bad experience with one of our advisors. We'd love to look into this - would you email us at [email protected] with the carrier you selected?”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“I get a quote that is twice as much.”
The company replied on 2026-08-17: “Oh no! Richard, we're so sorry you had a bad experience. We'd love to make this right by helping you save on your next policy. Would you give us a call at 888.419.3716? We'd love the chance to find…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“They advertise their Quotes being on their website so long as you punch in your information, but it just collects it”
The company replied on 2026-07-07: “Hi, thank you for letting us know. We take this seriously and would love to look into it. Please reach out to us at [email protected] so we can help. We assure you that we only work with…”
Our classifier read this reply as a deflection.
Support unhelpful
11 reports · 22% of complaintsfalling“When creating the policy I was told by the Zebra Agent that it was set to Auto Payments.”
The company replied on 2026-08-17: “Oh no! Samuel, we're sorry you had a bad experience with one of our advisors. We'd love to look into this - would you email us at [email protected] with the carrier you selected?”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“The agent complained about my questions and stated that we could have been done with the quote by the time my questions were answered.”
The company replied on 2026-09-03: “Hi Teresa, thank you for taking the time to write a review. We hate to hear that you had a bad experience getting a new insurance policy. We built The Zebra to simplify shopping for insurance, and it…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Almost none of the info I input was actually populated into the other platforms quotes.”
The company replied on 2026-08-17: “Thanks for the specific feedback, this really helps us improve our product. Having to re-enter your details on each carrier site isn't the experience we want. We'd like to look up your user journey,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Overcharging
9 reports · 18% of complaintsfalling“too expensive for 3 trucks”
The company replied on 2026-09-01: “Oh no! We're sorry we couldn't find you savings for your 3 trucks. The Zebra wants to put time and money back into your hands when shopping for insurance. We're sorry that didn't happen here.”
Our classifier read this reply as a template response.
“I was quoted 188 for 6 months. But the final price was 242 for 6 months”
The company replied on 2026-08-27: “Loren, a quote that shifts by $54 is frustrating and we want to understand why. Final pricing comes from the carrier once they verify your details, but that gap is worth a closer look. Email us at…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“Pushing the add on roadside bit. That is money I didn't need to spend”
The company replied on 2026-08-17: “Thanks for the honest feedback, Robyn. Add ons should always be optional, never pushed. We'd like to look up your user journey and hear how this was handled. Please reach out to [email protected].”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Other
8 reports · 16% of complaintsrising since 2026-09“representative did not start my new insurance policy for a month later”
“I didn't recieve one viable quote”
The company replied on 2026-09-23: “Thank you for telling us, Steven. A fire narrows the list of carriers willing to write a new policy, and we are sorry ours were not a fit for you. We read every review that comes in. If you are…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Waste of time! Zebra only includes a small subset of information needed to provide "suggestions" of carriers to contact.”
The company replied on 2026-09-14: “Roger, thank you for taking the time to lay all this out. Coverage that differs vehicle by vehicle is something our flow doesn't handle well yet, and your write up is going to product unedited.”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Support unreachable
6 reports · 12% of complaintssteady“You dont answer call back, so i have no idea if i have a house policy or not”
The company replied on 2026-09-09: “Thank you for bringing this to our attention, Kirby. We want you to feel confident in your coverage. Someone from our team reached out to you today. Our zebras are here to answer any policy or…”
Our classifier read this reply as a template response.
“It took almost 2 hours for someone to switch my insurance”
The company replied on 2026-07-30: “Thank you, Josephine for flagging this. We're sorry we didn't give you the fast 5-star experience that you deserve. We appreciate your blessings and will investigate your call to see what took so…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“Stayed on the phone for two hours just to get insurance”
The company replied on 2026-07-24: “Hi Josephine, two hours is way too long and that's on us. Zebra speed is the goal, and we clearly missed it this time. Please reach out to [email protected] so we can help fix this.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Account/app problems
5 reports · 10% of complaintsrising since 2026-09“Locked my phone”
The company replied on 2026-08-17: “Thank you for flagging this, Billy. We'd love to know which carrier's app screwed up your phone. Could you email us at [email protected] with more info?”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Just for her to hang up on me bc she didn’t say everyone who lives in the house I’m temporary staying at has to be on my documents.”
The company replied on 2026-09-14: “Regan, we're sorry about how this went. The household question comes from the carriers, and we should have made that clear from the start rather than two hours in. Please email [email protected]…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Your system does not work here on Houston Tx.”
The company replied on 2026-09-14: “Robert, sorry it didn't work for you. Was this on our site or on a call with one of our advisors? Let us know at [email protected] and we'll track down what went wrong.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Compare The Zebra 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 2026-09-24.