Root
reviews and complaints

Absolute scam! Anyone who'd recommend this company I can guarantee has never had to use them. I purchased a 2019 *** 4RUNNER TRD OFF ROAD PREMIUM on the 12th of last month, 10 days later a 6 point buck jumped infront of me while going 80mph on the Turnpike heading to work. I paid $43.3k for the truck, in absolutely immaculate condition, which is a great price. After tt&l I have about $46k in the truck. I've been arguing with them for almost a month now, as the most they're willing to pay me is $38k. Someone please explain how a vehicle can depreciate that much in 10 days, and less than 1k miles?... *** I reviewed their offer, I noticed some huge discrepancies on how they came up with that figure, and when I questioned the adjuster about it he even agreed it didn't make since, and just said, "I'll try to get an answer as to how that happened". Needless to say, they haven't given any answers. They're just trying to wait me out and play hardball. All of the "comparable vehicles" they used, they "adjusted" the value DOWN by the exact same amount, $3,252, for their "condition", regardless of their actual condition, that can't be a coincidence. Also, one with 20k less miles, they adjusted the value down by over $1,500, one with 20k more miles they adjusted by over $1,500, and one with 10k more miles than mine they adjusted the value UP by $500. There's absolutely no making sense of that. Trust me, these people are scam artists! They are cheap, but remember folks, you get what you pay for in this world. I hope none of you ever need to file a claim, because you'll regret the decision of using them. ?This was my first time purchasing a vehicle on credit, my first accident, and I was in no way at fault, it was an act of God, and they've treated me horribly, and because of that I've been stuck without a vehicle for a month now. 0/10

Am a root member. Another root member is at fault for totaling my car. Released the car to them within hours of it being towed. Took them a week to give me an extremely low-ball appraisal. Still can't get ahold of anyone for help with medical coverage for my wife and two children. Basically had to beg to get a rental big enough to fit my family even though I pay for $50/day, $1500 max rental coverage. Received my low-ball appraisal this morning by my adjuster, told her I would have to call her back because I have already done my own research and I would love to see the vehicles their estimate is being based because it sounds like a great deal and I would love to buy it. She told me she is leaving for a long weekend in five minutes (this call took place at 9am) and she would not be back until Tuesday but they won't pay for my rental past Monday. At that point I will still have over $1000 worth of rental coverage in my policy to cover my $44.25/day rental. So from the time I finally get my appraisal I get a single business day to purchase a car that can hold six people for half the cost of my last car. Called the dealerships that supposedly have the two comparable cars the appraisal was based on. The cars have 150% of the mileage that my car had. Neither of the dealerships have the cars that they are basing my payment on in their inventory. Obviously I have no way of confirming the condition of those cars because they don't actually exist where they say they do, but my car was in perfect condition before the loss. Asked my adjuster to transfer my claim to someone who could service me over the weekend... no response. The only thing I can say for sure at this point is there is not a chance I would ever use this company again. You would think both parties having the same insurance would make things smoother but I guess they would rather just lose our business.

Ive been a Root Customer for about the past 2 years or so. Started with such a remarkable rate that I loved compared to other places. I used to have State Farm before switching. Now however they are just like ANY OTHER COMPANY! Recently I got an email saying that they were happy to automatically renew my policy in October for a new rate of over $200. About a $30 jump higher than what I was paying before. Literally FOR NO REASON OF MY PART. No tickets, no accidents, no claims, no nothing. Oh but because other people dont know how to drive and get into accidents it just HAS to affect everyone one else on the roads. If thats not the stupidest thing Ive heard yet I dont know what is. I found a cheaper policy with Progressive so I decided to switch with them in a later time before my policy renews. I emailed them requesting to not renew my policy to which I received an email stating that that was solely MY RESPONSIBILITY! Lets think about that for a sec. Your ready to raise the rates by a mile and a half and gladly automatically renew our policies but when we dont wish to renew and send a request oh that all of a sudden is solely our responsibility?! Money talks let me tell ya and insurance companies like rooty two shoes here know how to try and *** up EVERY CENT you got. That aint the end of it though. I read the fine print that stated that I may not even receive a refund for any unused insurance. Imagine that. For ANYONE looking for insurance, PLEASE do yourselves the favor and search elsewhere. Find a company that actually tries to reward there drivers. I know Allstate even sends out checks to there drivers for driving safe. Maybe I should switch with them instead. Either way Im not staying with Root. I know they will be responding to this with some bogus excuse or excuses. So honestly I dont even want a response from them regarding this review. If I dont receive a refund Ill be back to detail my experience with that too.

Honestly, The agent who signed me up was great. I had an incident almost 2wks and half. Filed a cliam, reached out. The response I got was concerning! No regarades, I still provide all the necessary documents and what not need, request it be. 5 days later after reaching out and verfied agent had documents. No resolution. Finally got a hold of them and stated we will get back to you after we are thru with the investigation. Till then we will reimburst you for the lyft rides. My response is this: thiers is a cap of $30 per day, that being said with winter storms and fares going up thats alot more then $30 a day! Then if you do the math of how long the agent still hasent came back with no resolution! Then paid my ***, that being said, it's over any said deductible! My only request was since I have the car plan coverage wouldn't it be cost effective! For me be In a rental!?. Mind you that I'm paying service for hence already!. Response was we will get a response next week in regards to the investigstion, but what does that have to do with In the mean time? for me not to be able to use my service that im paying for!Hold up, then that's close to 3wks.. mind you, while they have all the documents, I went and got the car towed for them to the dealership, requested and completed inspection of the vehicle! So I'm paying you, and doing your job! What kind a E'Fin joke is that. I'm good.I found out I was paying almost $500+ a month for insurance for the last 4 yrs. I never new. Once I did I want to leave to safe money! I realized one thing I wish I didn't know! because paying the extra $$ not to have to deal with dumb people that dont know how to do thier fking job is a joke and with no common since, urgency, and no form of Empathy.That not the worst part! Reached out to the manger, left multiple messages in regards to a call back, resolution, or and update!. Wk in still waiting!.Please wish me luck my patience is wearing thin! Just horrible!

I was involved in a llision where my wife and I was rear-ended on 02/16/2022. Other person wasn't listed on the insurance he provided so it was up to my insurance - Root - to process the claim where the car was totaled. The first action was that they enlisted Copart to me get the car. A problem arose when the order was stuck as "Pended" which stalled the pick up for about a week. I was directed to the total loss adjustor who was mpletely unhelpful in that respect. He told me he would call Copart and have it fixed. I called Copart later to find that no such call took place - and that they uldn't proceed with the car pick up until Root fixes the order. I eventually was able to get the claims adjuster to resubmit the order and get the car picked up. Ultimately, we got a settlement but needed the title and lien release. I understand that's my responsibility to get it and that's fine. What wasn't fine was how mmunication was almost nonexistent and it felt like they were avoiding me and giving very little guidance. Total loss adjuster said he'd call the finance *** for the lien release and I later disvered they had no rerd of him ever reaching out. I got the lien release faxed to me and mailed to me when I was unable to get him to give me a fax number in time. I sent it to him and it took days before he nfirmed he received it. Copart needed the original and I was unable to get a shipping label from him. I ended up driving the title/lien release myself to Copart 1 1/2 hours away to do the title transfer. We finally got mmunication that the link for the payment would be sent "in 1 to 2 hours". It took almost 24 hours. All in all, the claim took twice as long as it should have and because of that, we're out over a thousand dollars out of pocket for the car rental that we were intending to put toward a down payment on a house. We understand they have other cases but we were made to feel like we were on the back burner. We're switching mpanies.

Root is the most incompetent insurance company I have ever did business with. I realized after dealing with root that I have a weak battery...however my first time doing a lockout with them the company *** they contracted with (imma look into seeing if that company is owned by the same people or not) said they couldn't find my policy in the system. So here I am in the hot sun wondering and waiting for root to pick up...well root somehow cleared it with *** and I was on my way 57 minutes later. Now here is the weak battery part I'm 67 miles away from my home town at a gas station in my vehicle wouldn't start back up. I get the app and schedule a jumpstart and guess what not in the system then next thing you know 41 minutes later it gets resolved but when they guy comes car still won't start...he tried for about 18 minutes and then I opt to just tow it back to my home 67 miles away. See root will only cover $100 per accident so I had no choice but to pay the difference however when I was talking to *** guy said I wasn't in the system. I'm upset at this point and I heard the *** rep on speaker phone tell the tow guy good luck like I was lying about having a policy...anyway I paid the tow guy $300 to go 67 miles I also email root of the accident and screen shot of what I paid. No root (***) said they will reimburse me by check $100 but his email says "It typically takes 5-7 business days for us to process roadside assistance requests. I requested your reimbursement check for you 6/17. After the processing period, the check will be mailed via the United States Postal Service, so keep an eye on your mailbox." So I have to wait 5 to 7 business days for it to process plus wait until it's mailed...Root 7 business days is up and imma give them 7 business days from Friday to Mail my check or I'm filing suit. It didn't take you 5 to 7 days to get my money or 5 to 7 days to decide to drop me...which they dropped me right after the tow was in progress

Root Insurance is a bad company. They left me holding the bag. I reported an accident to them. I live in *** where the potholes are the size of the cars that drive on them itself. I happen to hit one of those unavoidable potholes. After colliding with it, my felt like it collapsed. I'm not a mechanic, so I'm not sure what just happened. All I know is now my car is grinding and driving funny. Didn't feel safe at all. I call Root, my then current car insurer to make a claim. My insurance agent, *** haphazardly walked me through the whole process. The phone conversation was recorded. I explained to him *** what took place and what the car was doing and *** himself said, it's probably the struts. He then asked if there were any other damages received after the car incident, I told him, yes there were. My fog light was jostled out of place, and there was front bumper damage. Root makes you take pictures of the damages received in an accident, so they can *** them and come up with an estimate because they don't send out an adjuster to look at it. Within a days time, I got back a low-ball estimate that I knew wouldn't cover the damages. Root's adjuster only included aesthetic damages, front bumper, fog light, etc. They asked me to find a shop, present them with the given claim amount, and come back with an actual report of damages and cost once the shop runs diagnostics. Of course, it was the struts. We literally discussed this over the phone. I told them from the beginning what it actually was and yet and still, they send me a claim amount that only reflected the cost of the most minor of the damages. The whole process from the jump was very ambiguous. Nothing was explained well. The total cost of repairs came to $1900. Root gave me $348. I let the repair shop know that it was an insurance claim, and to begin repairs. Well, they weren't too competent either. They didn't take pictures of the damages or contact Root, so Root proceeded to cancel the claim out.

Awful! Awful Awful Company! My Vehicle was vandalized back in March 29, 2022 and have been waiting for payment to take my car to the garage to get it repaired it is now July 23, 2022 and they wanna close my claim for waiting on a police report that theyre third-party cant process or find it when I have given the police report number and precinct where it was filed. Ive tried to keep in contact with them but nobody ever gets back to you when you call somebody nobody ever picks up. To the point I had a complain to customer service and customer service will try to connect me to them and they wouldnt even pick up for the customer service. Ive tried talking to a manager to the insurance adjuster And you cant get a hold of him either if you ever get the adjuster *** Switch adjusters ASAP she says she doesnt have time to talk to you and to give her a few days for her to get back to you and that she didnt have time for me that day to help me via text. Ive talked to *** once and I can never get a hold of him ever again neither could customer service.And now they wanna close my claim not email me until two days later To realize that my claim was closed. Without anybody telling me anything. I called customer service again and ended up getting a hold of *** only to tell me that she closed her account two days ago because theres no new evidence and theyre still waiting on the police report. So now I have to go drive 4 hours and call off both my jobs to drive to the precinct where I filed a police report and to get a copy show as proof that I have a police report. My car still damaged and by the day getting more damage cause of the previous damages. This has been stressing me for 5 months now and all these stuff that Im going through with this company Im thinking about talking to lawyer because I paid for services that are not being done. As quickly as you are to take monthly payments is as quickly I should be able to get my car in the garage.

I started with Root because of Better Pricing. I seen that there was a test drive that they let you go on to defer on your upgraded rate. I seen this as only a meer good thing such as that I drive slower than my grandmothers wheelchair in her retirement home. On the end of my test drive I got a PERFECT 10/10 score. I was excited to hope my new rate would go down a couple bucks. Turns out that it went up $5 instead. I contacted them about why it went up. They told me that the deal they gave me was already the best it could have gotten from the start of my coverage. So I told them that I was going to shut off the driving tracker and they got mad about doing so. Whats the point of a driving tracker if I do everything correct, and I get punished for it right? Also due to another occasion, I needed them to send a Confirmation Letter to the DLD for a upgraded License. I have contacted them 3 separate times about it. The first guy said he couldn't do that. I got unhappy and hung up. The next gal said that they could Fax it to them. Weird, but fair enough. When I arrived to the DLD they said they never got it and to have it be emailed to the DLD email instead as it takes a shorter time. I called Root again and the third lady said that it was never Faxed over and that they can Email me the Upgraded letter, so that I could email to the DLD. Dont know why you can't just email it to them in the first place but whatever, no big deal. I got the email but it needed to be an updated letter within 15 days of arriving to the DLD. Turns out I just figured it out over the App instead of hand. Nonetheless, every person I talked too had loud noises in the background, terrible Microphones, and not great Attitude. I don't want to be the bad guy in these types of things but I have been nothing but unsatisfied with this company. Now that I see half of these reviews on here. Wish I would have read them beforehand. I will not be coming back after my coverage ends and I will Definitely not recommend this place to anyone that I know. Make the right choice to read this before you try them as a Insurance Company.

Bait and Switch beware This is a predatory company that touts your driving skills and history as its key pricing metric, but after renewal they will continually inflate your rate or in my case, double it overnight to the point that you are now overpaying than all other competitors. Root of course responds with a cookie cutter response about your zip code and weather as the cost of the 115% increase in a month. This of course invalidates their advertising model as driver based and is simply their formulated trick that they use against all of their customers eventually. This was confirmed as I had a perfect driving score, no claims or history and in fact, have nearly stopped driving prior to the overnight premium doubling after 2 years. My neighbor confirmed by showing me his rate as he was in the process of obtaining a quote. Indeed his rate was 1/3rd of mine despite insuring a new vehicle and being 6 years younger with accidents and speeding tickets. This means that my zip code is NOT the reason for my price doubling, and simply root spinning the umbrella lie and not validating their pricing consistently. Instead, enticing new drivers with cheap premiums while double charging their long term customers. A vicious cycle. He is elated but I warned him of their renewal tactics and dishonesty. Even the agent I spoke with admitted that they have to hike members premiums based on their profitibililty to root overtime, which means I simply wasn't making them enough money. She also explained that root can double my expense per their contract and it can have nothing to do with your area, weather, or even your driving. That is the most honest answer I've gotten from this company yet. I feel duped after having promoted them for years only to be snuffed despite not even driving. Had they been more transparent about price gouging it would be a different story but this company is perhaps the ultimate evil when it comes to predatory bait and switch tactics. Also their retention is terrible, with condescending boilerplate scripts making no effort to clarify. I had to catch them red handed before getting quasi truth.

I've been calling for months to get my car repaired after the front end was damaged in an accident that was easily covered by my policy. I haven't been able to get ahold of but you one manager who told me that he "would put in a ticket" about my claim. This was nearly a month ago and my car is deteriorating to the point that it's nearly undrivable. I haven't gotten a single phone call, email, text, fax, or letter regarding my claim. The only time and attention they were willing to spare was dedicated to making claims that I was somehow guilty of insurance fraud. Since I switched my policy from two cars to just my Nissan Maxima the day before the accident they assumed that I was guilty of committing a high level felony and we're happy to let me know I was putting my freedom in jeopardy by holding them accountable for fixing my vehicle as per the conditions of my policy that I had been paying for for months. This has not only been the most costly, humiliating, and infuriating experience I've ever had with any company in my existence on this earth. It's been dangerous, as I don't have a side mirror and the headlights and other components at the front of my car are crushed to the point were I can't drive legally at night and can barely drive confidently down a few blocks to get food for my family from the store. As if this were not enough I've been stopped multiple times and harassed by the police because my vehicle is on the razors edge of being illegal to drive on city streets. Needless to say this has been a complete NIGHTMARE! I have been in talks with multiple attorneys and am about to unleash as much of the hell they have levied into my life into theirs. I can only hope anyway. I've told every family and friend I know to stay far away from them, but it's more than apparent when people look at my car that Root is a terrible choice when it comes to car insurance. All of this can be backed up by careful documentation and record keeping and I will be happily using that when I see them in court very soon. Here's my policy Root Insurance Co Named insured *** Vehicles 2006 Nissan Maxima Bodily injury liability Premium: $229 $25,000 each person $50,000 each accident Property damage liability Premium: $93 $10,000 each accident Rental Premium: $27 $50 each day $1,500 each accident Uninsured/underinsured motorist bodily injury Premium: $0 DECLINED each person DECLINED each accident Stacking: No Uninsured motorist property damage Premium: $0 DECLINED each accident Comprehensive Premium: $107 $500 deductible. Limit of actual cash value. Collision Premium: $396 $100 deductible. Limit of actual cash value. Roadside assistance $100 each incident (up to 3 incidents) Installment fee Total: $5.00 Auto insurance policy amended declarations Your coverage begins on June 26 at 10:31am MDT. It expires on December 26 at 12:01am MST. Coverage premiums, limits and deductibles The following coverages apply to all listed vehicles unless otherwise noted.

on February 28 my roommate and I decided we needed to get insurance on our car as it had been serviced at a dealership and that took almost a week for them to complete and the dealership did not get the car fixed and was willing to fix it for free and provide a loaner vehicle while the repairs were being done they said we needed full coverage insurance for this however and so we got a quote and found root to be the cheapest and went with their full coverage plan. However after a week we had an incident involving a deer and being that we had gotten the full coverage insurance with root we were not as worried. We were mislead by this thought process as the insurance claims process (if that is what you want to call it) is a joke. First we filed the claim on the weekend and wouldn't you know they're claims department doesn't work on the weekends. Next it took the lady 2 days to get back in touch with us regarding the claim by the way my roommate drives an hour each way to and from work and the car was illegal to drive after the deer so we were waiting on something from the insurance on getting a rental. Finally Lydia W from the claims department gets in touch with us only to tell us that they have to investigate the claim and despite having rental coverage on our policy we would not be able to get a rental with the insurance until the claim was approved. Several days pass without a word from the insurance company I made several attempts to contact Lydia in this time frame only to be met with her co-worker twice and spoke with her supervisor Brad once. Neither of these people were of any help, Brad said basically that they wouldn't be able to do anything for us till the claim was approved. Still no word from Lydia on what information they needed and its going on the 2nd week after the claim was filed without any help from this insurance company. Finally Lydia contacts us back requesting pictures of the car (which I had sent with the claim but I emailed directly to her anyways), also requesting the statement on our bank account showing when the policy was paid for again which we provided. They had requested my roommates time card from work for the day he hit the deer, however my roommate went on furlough shortly after this due to the pandemic and was not able to provide this. A month went by and we received an email from Lydia stating they were still investigating the claim. Finally the 2nd month after filing the claim we were given an email letter stating that due to them not being able to get access to my roommates time card they denied our claim. I had given up on this insurance company by this point anyways but I want to warn everyone this company is a scam and a joke. We were still paying for our insurance payments throughout this process by the way. Even during this recent stay at home order our payments weren't stopped till this month. I will not be renewing with Root after this. After speaking to a family friend who is an insurance agent he was disgusted by this company's behavior in all of this they're ambivalence to their customers is abhorrent. I hope more people check out the complaintsboard.com before getting insurance as it is a step I wish I would've taken now before just going with the cheapest option.

I starting using root insurance in July. I was in an accident on August 31st. I found out then that i didn't have full coverage even though i had asked for it when i initially created a claim with them. ever since the accident i have been lied, belittled, and gas lighted by root. whenever they "called" they never did. supposedly my phone number was wrong in the system but i verified my phone number multiple times and never changed it. i also was told that i HAD to pay for the car insurance until all my medical bills had been paid otherwise they werent going to pay anything. When i found out this was a lie i cancelled my claim since the vehicle was totaled on august 31st and i have no other vehicles. then started the backdating process and was told that i needed a total loss paperwork which my adjuster finally did on Oct 1. a month later. then the customer service team claims that that paperwork doesnt exist for another month and today November 4th the paperwork finally went for backdating and then received an email stating they werent going to backdate because the total loss wasnt filled until OCT 1st. I still have not been refunded for September and at this point i have had multiple PTSD episodes caused by staff and want everything but the august payment refunded based on emotional distress caused by the company and the intentional triggering of my medical episodes by staff. The only reason i am paying for august is because that is when the accident occurred. I want everything else refunded. this is unacceptable behavior.

I started receiving charges on my *** around the Dec 1st. The initial charge was for $43.30. I do not have a root insurance policy and do not know anyone who does. The last time I had an policy with Root was years ago when they first came out and it was only during the trial period. My card should have no affiliation to this company and I do not owe them anything. There have been two unauthorized charges to my card in the amount of $43.30 on November 29th and December 29th. This was very inconvenient to me being that this card is loaded with funds solely for the purpose of conducting business and has cause issues with my business transactions. I called ROOT insurance and spoke to a customer service representative who insisted that she could not give me any information on the charges and no one else in the company would be able to help me either. This is unacceptable! I know that there is a way to find out who is making these charges to my card or at the very lease remove the card from any accounts it may be linked to an give me my money back that I had to cover because it was raked without authorization! This company is not what you would think. They were no help when I called, so hopefully someone reaches out to try and assist with returning my money totaling $117.63 from two transactions of that where taken from my card without my authorization. The first charge was $74.33 charged on December 29th and the other was $43.30 charged on January 31. Please return my money ROOT! And stop letting the scammer pay their bills with my business card.

I was involved in an accident with a driver who has auto coverage with Root Insurance. The other driver was at fault and was listed as so in the police report. I filed a claim on 5/17/22.
I was contacted a few hours later by the claim adjuster and gave a statement and sent her the police report. She texted me the next day 5/18/22 stating she had left another message with their driver to get a statement. I have not heard from her since then. I have called and left voice messages, texted, and emailed her. I have called the customer service line for existing claims and asked for the claims manager to call me back. No one has called me back. I have had no update in a week and two days.
I declined a rental car to begin with because my car is drivable and I wanted to be easy to work with. However, a few days later a part fell down further while driving. I relayed this to the claim adjuster and heard nothing back. I work 25 miles away, so I have to drive my car. I feel unsafe driving at night due to the headlights not being even in brightness or height and not being able to see as well due to this. I also drive my with my eight year old daughter and am concerned damaged pieces will fall off the longer I drive and it will leave us on the side of the road, which is a very frightening thing as a woman. I have relayed all of this and nothing has been done.
The other driver's car has been fixed and looks brand new. I was not at fault and am concerned for my safety and cannot even get a call back. I understand I am not the adjuster's only claim, but this is not right or how to treat people.

I have a claim with Root Insurance, #*** my car was damaged by Hurricane IDA in New Orleans (Metairie)I firts did my complaint in September at first Root insurance asked for photos which I sent and then gave me a estimate that was not correct at all, my car is *** 0 Miles. They told me estimate was only for the shop to submit a supplemental for the real damage, I did a body shop appointment that took 2 months while I was still driving the car. Once the car was at the *** on November they couldn't start right away but they first did their review on November 29 requesting the Insurance to send some one because the damage was to bad (*** send a suplemental) and root insurance tried to send another small of check of 300$ while the *** told them the car was needed at least 14,000 or more. *** was handling my insurance claim and she did not make any efforts on contact me I had to call them everyday for a month to get this resolved. (They also denied rental because car was not being actively repair) It took them over 4 months to make a decision and claim my car as total loss (Told them from the beginning) They still denied me rental because it was a total loss, and haven't send a check to the *** (Still paying for the car) *Rental was denied *They still have me on hold and it's hard to get in contact with someone. *They took the car since Jan 4 I was still making payments on my car insurance and loan plus another car. *Root Insurance did not make an effort on help me from the beginning *After BodyShop send them the INFO they took 3 weeks to respond.

Im 66 yes old, and my life has been torn upside down by no fault of my own dealing with Root insurance. 05/14/22 (almost 2wks ago), I was hit by a distracted driver, that turned from the middle lane hit and totalled my car. I STILL HAVENT GOT A RENTAL CAR! The guy adimtted his guilt, gave me all his info and insurance ID number. His insurance did nothing but give me the run a round (***)! Disgusted, I finally contacted (ROOT) my insurance company and got treated worse. Ive always done the right things while driving, no accidents, tickets or claims. I work and I strive to be a decent human being in life! THIS EXPERIENCE HAS BEEN HORRIFIC! They treating me like the enemy. This process has been devastating to my mental capacity to the the point of severe depression. I'm on the verge of getting wrote up at work because my supervisor is irritated by constant tardiness and inability to stay focused while at work because if a lack of a rental car Maybe it's my fault because I took a chance with internet insurance and I'm learning a tough lesson. I thought ROOT members would be treated fairly, especially when I'm the victim. At this point it feels both companies have teamed up against me in this event and sticking it to me good. Smdh. My friends and family are in total disbelief. I'm so disappointed and uber embarrassed explaining I got a good deal on the I internet. I understand a investigation that has take place, but, Root will definitely get their money back. I was driving correctly, and not at fault. After almost 2wks after the accident, I havent gotten a rental! PLEASE HELP!

Date of Transaction: 05/09/22
Amount paid: $234.00
Service: Auto insurance
Nature of Dispute: Canceled purchase of car. I then called and tried to cancel insurance. First I was told it could only be done over the company's app. I tried to install the app. It wasn't supported on my device. I called agian. I was told I could cancel by email. They would send an email and all I had to do was answer the questions. I did as requested.
See below: Policyholder's name *** 2. Policy number #*** 3. Date MM/DD/YYYY the cancellation should take effect (this must be a present date) 05/10/2022 4.
Reason for cancellation of the policy I started the process for auto purchase via ***. A colleague of mine mentioned it has been several month's since he purchased his car, and he still has not received, plates, title and registration. He has had to renew the temporary TN plates once already, and may have to do so again shortly. He then informed me that the Complaintsboard.com in several states are now investigating ***. I did some research and this is true. Hence, I have canceled my purchase. As a result the auto insurance is no longer required.
Please cancel the above mentioned policy which is not yet in effect, and return payment, if already debited, to my mastercard account ending in ***. They wrote back and said I needed to cancel in writing. So I canceled in writing. They emailed back and said I needed to reply to the email answering the questions. I told them I have already answered the email once and I have answered it again with an attachment canceling in writing. I heard nothing back from them. I wrote them again. They told me I had to answer the questions in the email. There doesn't seem to be an end to the loop.
Please investigate. I can send you a copy of the entire correspondence if you wish.
Thank you and kind regards

Root Insurance is saying I am 40% liable for an accident in which the other party ran a red light. The other party said in their statement that I did not attempt to brake or avoid the accident when that is 100% not true; however, because the individual is their "insured" they are siding with his statement and as such I hit the back of his car making me 40% liable. I have a full police report showing his full liability. He was cited for running the red light, he readily admitted running the red light, I certainly attempted to stop and brake because I wanted to avoid the accident at all costs since I had my 7-year-old son in the vehicle with me. The police report shows the diagram of the incident as well as a narrative from the highway patrolman who responded by describing his negligent actions. This accident occurred on Nov 19th and I have attempted to contact the claims adjuster 29 times and have only spoken with her three times. The very first time she answered telling me there were many claims ahead of my own and she would call me when it was my turn. Never did I hear from here. She was on vacation for a week during this time in which I only attempted to call once. Therefore, 28 times I called and was ignored. It wasn't until I called customer service and had the claim escalated to a supervisor that I finally received a call. The resolution... that I am 40% liable for someone else running a red light putting my son and my life in danger and then hearing that I am liable because the driver of the other car said I didn't press on my brakes which common sense would clearly argue otherwise. I have never submitted anything to the Complaintsboard.com but I have never dealt with a more unethical and dishonest situation in my life. Had I not pressed on my brakes the car would have hit me possibly killing or injuring my son; however, at that point Root insurance would assist 100%. Unbelievable!

I would like to file a formal complaint against Root Insurance, as I have not been treated fairly in the process of filing an insurance claim. On Friday, October 01, my vehicle was struck by a driver who didn't have insurance. Thus, because I had Full-coverage with Root on October 01, a claim was filed by the towing service that towed my vehicle into their auto-body shop (Claim#: ***). Root's Claim Dept. began processing information about my car's damage: First, an *** requested photos of my car's damage. Next a ***, claims adjuster, contacted me on Monday, October 18, stating that my car was considered a Total Loss. *** told me that I could either choose to salvage my vehicle, or have Root Ins. salvage it and compensate me with a settlement that would go to my Car Financier towards another vehicle. She explained to me in detail how she has had customers do this exact thing, getting a settlement towards another vehicle. So I decided to the latter choice and met with my Car Financier to discuss it further. However, once I met with them, I was told that whatever monies Root Ins. was planning on sending them for my car's settlement would go towards the remaining balance of what is owed on my vehicle NOT another car. This now leaves me without a vehicle to get to school and work, which is why I purchased it in the first place. And to add insult to injury, Root Ins. is in TOTAL agreeance with my Car Financier (non-transparency). My grievance is that when my vehicle was wrecked on Friday, October 01, by a driver who had NO insurance, I had Full Collision Coverage with Root Ins. Instead however, I am being treated as though I caused the damages to my car myself, which just isn't fair to me. If Root Insurance is deeming my vehicle a Total Loss, then it would only be right to grant me a settlement towards another vehicle. Otherwise, what's the point of buying insurance if you're not going to be insured?!

This a joint complaint by me and my husband (***) about my car insurance company is not responding to my claim even we are paying our monthly premiums. After our first claim, we went through a car body shop for repairing damages whatever they (insurance person and car mechanician) have estimated. Then after receiving our car back from the car body shop, we found that there are a few things that have been overlooked and have not been repaired. Before my husband had collected the car from the car body shop on 10/29, as he had a phone conversation with the insurance adjuster (***) in the morning on that day about this point that if when I get back our car if there are somethings that left out from repairing what we should do, we have then taken photos of whatever things have not done and shared them with *** to look and get one more supplement so that those things can get care of with the same deductible that we have already paid to car body shop upon the car collection on 10/29. We have taken these photos on the same days of 10/29 and sent them to *** on 10/31. Then as there was the weekend, my husband has given a call to *** on Monday 11/01 to have a conversation on photos that we have sent him. These all things will be taken care of and he will send a supplement. We have waited for a few days but no response. Then again we have written a reminder email on 11/03. Again, waited about 5-6 days on 11/08, then my husband has tried to call *** but each time the call always went off for leaving a voice message and my husband also left a voice message to give us a callback but never received any call. Then we wrote one more reminder email on 11/09. Still, we don't have any response from them as of today which is 11/11. So, our complaint is they are not responding at least for a conversation to discuss what's going on. Out of those overlooked items, the right side mirror is critical from our safety.

On 7/17/22, I was in a car accident when a distracted driver rear ended me and caused me to hit the car in front of me. The driver admitted fault at the scene which is also included in the accident report. The driver has Root Auto Insurance as indicated on the accident report.
On 7/19/22, I got in touch with Root after the accident to report the accident. I was told that after all parties involved had to be contacted before a resolution could be reached and given the claim # ***. Over the course of two months, I tried to follow up with Root and received letters from them requesting additional time to get in touch with all parties involved. During this time, I paid for medical expenses, time of work, medical supplies, etc.
On 9/2/22, the claims adjuster from Root *** called me to let me know that Root had spoken to all parties involved and that Root wanted all my receipts and documentation in order to offer me two options: An Open Release Settlement to cover current and future expense or a Final Release Settlement to cover everything in one lump sum. Later that day Root sent a link for me to claim payment for the car repair. $1,341.62.
On 9/15/22 I sent all receipts and documents to ***.
On 9/22/22, *** called and said that there was a mistake and that NOTHING would be covered. She stated that they realized that the driver of the car was not covered under the auto insurance, but his mother is since she is the owner of the car.
On 9/27/22 I spoke to the manager, *** and he said the Root had miscommunication within and made a mistake by agreeing to cover everything. I believe that Root saw my expenses and decided that they did not want to pay that amount. They had to check to see who was covered when they received the accident report. If the driver was not covered, why would they send a payment for part of the damage? They are a fraud and I have all of the emails to prove it along with my notes from every conversation I have had with them.

On 11/27 I initiated a claim through "Root", my auto insurance carrier. Per instructions on the app, I updated photos of the damage. Within a day or so I was contacted by the claims adjuster, ***, for my statement, which I gave. I asked what the next step, in this process, would be, I was advised that I needed to obtain an estimate. I explained I would be out of town for 2 weeks; I was assured that wouldn't be an issue. While away, arbitrarily, on 12/2 I received an ACH notification of my claim resolution in the amount of $1,282. Damages to my vehicle, 2019 Lexus, which is fully covered, are at a minimum of $5,000 upon my review of cost of parts and labor. At no point did I agree to this payment or ask root to estimate my damages based off a picture which in no way depicts the damages. Understanding contacts, acceptance and insurance claims, I immediately contacted the adjuster to express my dissatisfaction. Upon my return, I did visit a repair shop who wrote an incomplete estimate for over $4,000 on 12/17. I submitted the estimate. I was now contacted by root, several times, despite advising her to contact the shop directly, so this can be resolved in a timely manner. Root used deceptive and discouraging means to prolong having to settle my claim correctly. I submitted a parts invoice from Lexus to substantiate the costs on 12/20. I called the rep and repair shop on 3-way, in an attempt to expedite and insight communication, since they could never seem to reach each other. The rep was rude to the shop owner & provided no help, they argued, nothing was accomplished, so I stepped in and obtained parts invoice and submitted. She then called a few days later to tell me she needed a W9 from shop, at that point my patience wore off. I advised as a customer, I shouldn't know anything about a W-9 and knowing my rights, all the stall tactics wouldn't be necessary, as payment needs to come to me directly, like it did initially. 01/05 still waiting

Good Afternoon, I am writing this letter to describe the poor customer service I received while being a customer at Roots Auto Insurance.
On two occasions Roots has not only conned me, but they never provided the customer service they described in various consumer ads and writing the contract
On the first occasion an older woman ran a stop sign and T-boned my former car I had owned in 2019. I had called enforcements and got a police report and the lady's insurance information. during the accident the police officer blamed me and gave me a ticket and I don't know exactly why but I'm Black and the lady was white. later that week me and my boyfriend were in the hospital for minor injuries and i had gotten a call from an adjuster about my claim and he told me it wasn't my fault and to not pay for the ticket but to fight for it so we could fight the case of the claim. another day goes by and I go to the police station to fight the ticket but there was not judges available at the time so I had called my adjustor and was told the same day I was in the hospital my adjustor had claimed me as fault for the case and that my evidence was deleted off the case.
My adjustor never sent anyone out to look at my car and when i tried to call my adjustor it went straight to voicemail and I never got any calls back, this was fraudulent, several months went by of me having to drive my car with it dented in the side, until i made a comment on facebook on the roots insurance page and someone reached out to me and they said my car was a total lose and only gave me 900-1000$.
Wednesday 10/14/.2020, I came out to take my car for an appointment at the *** dealership, when I discovered that somebody hit my car and I had severe damage extending from the driver side bumper to bumper. Me and my family flagged down a police officer and called it in and I also had called. She had stated that there were cameras in the bus yard across the street. Another officer had came to take the report and he stated he would call the bus company and see if could get footage of the incident. I opened the roots app and filed a claim, I spoke with a claim adjustor who told me without the footage they couldn't do much because i had to drop my collision and comprehensive in order to pay for my monthly bill due to the pandemic for only 2 months the rest of my time with the company I was paying full coverage which was close to 600$ a month and it only dropped to 425$. after I had told the adjustor that she could call the police station about the footage she stated she would look into it and contact me with any updated information.
Today I opened my roots app to see the status of my claim to see that my claim has been "closed". I quickly called my adjustor and it went straight to voicemail and I kept calling, I still haven't gotten a call back.
I am writing this letter in hopes that we get this issue resolved with root so I may get my car repaired.

After reading the *** Complaints filed against Root Insurance Co. and determining it is Root Insurance Co. modus operandi to delay accepting Liability and paying a Claim. It also appears that the excuse of being "Unable to contact the Insured" is their go to reason. Which exactly fits what is happening to my Claim. On June 19, I was rear ended-while stopped at a red light- causing significant damage to the rear, drivers side bumper. The person who collided with my vehicle was discovered (after a Police Investigation) to have Root Insurance. *The individual who struck my vehicle left the scene of the accident before the police arrived AND the driver intentionally failed to provide her legally required information. Thus, I was unable to file a Claim with Root Insurance Co. until July 6, during the call I was informed by the Customer Service Representative, the person who collided with my vehicle was indeed covered at the time of the collision and maintained coverage as of the day the Claim was filed. As of today, August 3, it has been 45 days since the accident and Root Insurance Co.has done nothing but delay accepting Liability for their insured's negligence. The Adjuster assigned to my Claim, C *** has done very little, except advise I can file a Claim against my own insurance and hope to get my *** deductible back through Subrogation (which can take 18 months and no guarantee of getting my money back) and to ask for additional time to "find" the Insured. During our initial contact, I informed Mr. P that I was an Independent Contractor who drove for *** and ***. By doing so, I was informing Mr. P of the necessity of having "my own vehicle" available for driving as soon as possible AND because I did not have the *** to pay the deductible nor was I able to drive to earn the deductible with a damaged car. Nevertheless, I received a letter from C *** with Root Insurance Co. dated July 20, stating Root Insurance required additional time to conclude it's investigation in order to:- Contact with our insured ***. After leaving several messages, C *** returned my call on July 24 and asked for 9 additional days to find ***. Mr. P also stated that Root Insurance Co. was going to begin to put an estimate together for the damages to my car BUT Root Insurance Co, had not determined Liability. At this point, I asked for Mr. P Supervisor's contact information and if an Adjuster would be coming out to view my vehicle. Mr. P *advised no one would be coming out because they were located in *** and they would be using the photos only. Again, I found this information disturbing. Here's what I know has been done by Root to investigate my Claim. Nothing. I provided the Police Report to my Insurance to convey to Mr. P upon his request, over 2 weeks ago. Although the Police report was available to him as of the date I filed the Claim. On the Report, was the names of the 2 Witnesses, that confirmed Root Insurance Co. Insured was indeed at fault. In conclusion, I seek the *** assistance in contacting Root Insurance Co. to get this matter resolved and to let anyone who is in a similar situation know that Root Insurance Co. is in violation of the Insurance Administrative Code of fair, equitable and timely response to a filed Claim. Thank you in advance for your time and attention to this matter.