Lemonade used "Resistant AI" to question my claim photos. I provided the metadata they requested, and now they've gone completely silent. Is this normal?

I'm hoping to get some perspective from insurance professionals because this experience has been frustrating, and I don't know whether it's normal.

I filed a renters insurance claim with Lemonade after a water leak damaged my property.

The only payment they've approved so far is $250 under "personal liability". $250 doesn't come close to covering the damage from a typical water leak, and didn't come near the even the pre-mitigation estimates. My renters policy provides substantially more personal property coverage (around $40,000 for Tenant Water Damage), so the issue isn't my policy limit...it's that the remainder of the claim has not been resolved.

During the claim, Lemonade told me they used a tool called "Resistant AI" that allegedly indicated some of my photos were taken before the loss. I have never even heard of Resistant AI before this claim.

To address their concerns, I provided everything they requested, including the original photo metadata and additional documentation as well as a screen capture video of me scrolling through the metadata.

On July 2, my adjuster sent me this message:

Today is July 10.

Since July 2, I've contacted Lemonade at least four times asking for an update. I haven't received a single response via email, and I've been told I would get a call back without reply.

Because I wasn't getting any communication, I filed a complaint with the Better Business Bureau. As of today, there has been no response there either.

To be clear, I'm not saying Lemonade has to approve my claim. If they have legitimate questions, I expect them to investigate. That's part of the claims process.

What concerns me is this sequence of events:

• Lemonade's AI (or their vendor, Resistant AI) questioned my photos.
• I provided the metadata and documentation they requested.
• My adjuster acknowledged receiving everything on July 2.
• Since then, despite multiple follow-ups, I've received no communication whatsoever...not from the adjuster and not even the automated system.

I'm curious how those of you in claims view this.

• Is it common for carriers to rely on AI tools like Resistant AI to evaluate claim photos?
• If a customer provides the metadata and evidence requested, is it normal to then go completely silent for over a week with no estimated timeline?
• Is there an expectation that adjusters at least acknowledge follow-up emails?
• Would a complaint to my state's Department of Insurance be the appropriate next step if communication continues?

I'm honestly trying to understand whether this is a normal investigative process. Is the lack of communication outside the norm?