Complaints
Customer Complaints Summary
- 324 total complaints in the last 3 years.
- 135 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/28/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A claim was filed for a collision that occurred in March. The claims adjuster contacted me to let me know she would be out of the office for a week. The next time the adjuster contacted me was to inquirer about the police report, I then sent the report, the adjuster verified they had received it. She said she would reach out the next day. After not hearing from the adjuster for a week, I reached out via email to ask if there was any other information she needed from me. There has been no response, it has now been three weeks and she has blocked my phone number. I would just like to know what is the status of the claimor anything! Is no communication normal for Root?
Business Response
Date: 05/01/2025
Hello,
Attached you will find our company response.
Thank you
April 29, 2025
Via BBB Online Portal
Better Business Bureau
**************
********, OH 43215Attn: ********* **********
BBB File Number: 23259267
Complainant: **** ******
Insurance Company: Root Insurance Company
NAIC #: 10974
Dear Ms. *************************** you for bringing the concerns of Complainant **** ****** (Complainant) to our attention. Root Insurance Company (Root or the Company) appreciates the opportunity to review this matter.
We cannot share specific details in this public forum, however the claims department reached out to the complainant on April 29, 2025 to address their concerns.
We are still working with the Complainant to resolve their concerns.
Yours truly,
****** ******
Complex Manager
Email:**************************************************************************************
phone:************Customer Answer
Date: 05/02/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
**** ******Initial Complaint
Date:04/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
One of the vehicles on my policy was stolen on 12/26/2024, and I contacted Root to report it. The representative assured me that the vehicle would be removed from my policy and that my premium would be adjusted. However, I’m still being charged for the stolen vehicle. I’ve contacted Root multiple times, but the charges continue, and the vehicle hasn’t been removed from my policy. I am requesting a refund for the charges related to the stolen vehicle and that it be officially removed from my policy as promised.Business Response
Date: 05/05/2025
Thank you for bringing the concerns of Complainant ****** ******** ******* (“Complainant”)
to our attention. Root Insurance Company (“Root” or “the Company”) appreciates the
opportunity to review this matter.
We cannot share specific details in this public forum, however the Customer Service department
reached out to the complainant on May 2 to address their concerns. The Customer Service
department provided the Complainant with the information needed to review her concerns
further.
Yours truly,
************
Supervisor, Compliance Regulations
***************************Customer Answer
Date: 05/05/2025
************
they have not tried to resolve this. They have not resolved this issue at all. They said via email they may can help.
Regards,
****** ******** *******Initial Complaint
Date:04/20/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had file a claim with my bank because I was not happy with there service so they refunded me back now root want to pay the money I dont owe them nothing I was never happy with them so I cancel the policyBusiness Response
Date: 04/22/2025
see attachedCustomer Answer
Date: 05/02/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
******* ********Initial Complaint
Date:04/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We were involved in an accident with someone insured with Root. The other driver was ticketed for failure to yield right of way at a roundabout. We were already in the roundabout so when they hit us, they were basically coming from slightly behind us, to our right. They approached us much faster than we were driving so impact was them hitting us with their back, drivers side door.
We cannot make this company understand that we could have, in no way, known they were going to hit us yet theyre saying were 30% responsible for this accident which totaled our car.
Because of this, we cant even replace the vehicle without adding quite a bit of our own money. We are seniors on a fixed income who were the innocent victims here, just trying to go home after being out enjoying a birthday dinner.
All were asking for is that 100% be paid to us, not this 70% bs. We did not hit them, they 100% hit us. We did not receive any citation in this accident. The other driver actually said in the accident report that they saw us but continued on anyway. How is that 30% my fault?
Business Response
Date: 04/17/2025
April 17, 2025
Via BBB Online Portal
Better Business Bureau
**********************************************************
Attn: ********* **********
BBB File Number: 23214880
Complainant: ***** ********
Insurance Company: Root Property and Casualty Insurance Company
NAIC #: 24503
Dear Ms. *************************** you for bringing the concerns of Complainant ***** ******** (Complainant) to our attention. Root Insurance Company (Root or the Company) appreciates the opportunity to review this matter.
The Complainant has also filed a complaint with the state Department of Insurance and the Company provided a response on April 15 to the Complainants concerns.
Yours truly,
********* ******
Supervisor, Compliance Regulations
Email: ***************************************************************************Customer Answer
Date: 04/17/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23214880
I am rejecting this response because:
No matter how many times they explain why they are not paying us 100% of the claim, it's never fair because we've explained numerous times that this wasn't an accident at a square intersection so the point of impact doesn't prove any liability on our part. We had absolutely no way to know that someone would fail to yield, then hit us even tho we had complete right of way.
Regards,
***** ********Initial Complaint
Date:04/15/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Root insurance stated rental coverage is $30 per day up to $900. We had our vehicle totaled in a hail storm on 3/23/25. We received a total loss on 3/30/25. We received a low ball offer on 4/1/25 that was 5k lower than it should be (mind you i appraise cars and buy cars for a living) after 3 days of negotiating and refusing to get a supervisor involved we were at a stalemate.
In the initial settlment offer our adjuster included a line saying we needed the rental car brought back within 72 hours of initial offer, after getting a supervisor involved we finally reached a settlment that yes was 6k more, this was after our adjuster took a small vacation.
So on april 8th they finally mailed a check to our lender so we can go get another car and the rental car company is stating that root didn't authorize coverage past april 4th. Their stated or implied coverage is 30 per day up to 900.
Business Response
Date: 04/17/2025
see attachedInitial Complaint
Date:04/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Through the app i was told i could cancel my policy if i did not like the updated price. I canceled my policy through the app a week before my new payment was due and the next month of insurance was to start. The app allowed me to set a cancelation date and i got charged on the day it was supposed to be canecelled. They stated they would only give me a partial refund.Business Response
Date: 04/15/2025
Thank you for bringing the concerns of Complainant ***** **** (“Complainant”) to our
attention. Root Insurance Company (“Root” or “the Company”) appreciates the opportunity to
review this matter.
We cannot share specific details in this public forum, however the Customer Service department
reached out to the complainant on April 15, 2025 to address their concerns.
We believe we have reached a resolution.
Yours truly,Initial Complaint
Date:04/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I totaled my Truck on January 9th, not my fault. Root called immediately I thought this was going to be great. Ive never made an insurance claim in my life at almost 30 years old. Nope they bring in their 3rd party COPART Title express.
Both businesses refused to call my bank and created me into a middle man to basically do their jobs for them.
During this time I missed a truck payment because I had already got a new car. Which in turn affected me credit score and ruined my perfect payment history which I am disputing.
All in all it took over 3 months for them to complete a simple process of obtaining a payoff for my lender after a settlement had already been accepted. I could not recommend more that if anyone thinks about going to Root they look anywhere else.
Business Response
Date: 04/11/2025
see attachedInitial Complaint
Date:04/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 15, 2025 at approximately 04:00 am, I had a car accident. I filed a claim on 16 March 2025. Fast forward to now. My claim coverage was approved on March 26, 2025. An estimate was the next step that shouldve been initiated on March 27, 2025. Its approaching one month later with no resolve. The insurance adjuster has been very helpful, but its time to get this resolved.Business Response
Date: 04/09/2025
See AttachedCustomer Answer
Date: 04/09/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
****** *****Initial Complaint
Date:03/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Root insurance is denying the rental coverage after my vehicle was involved in a motor vehicle accident that was not my fault. They also took my truck to a Copart storage facility without my permission. While at the ****** facility my truck was damaged and items were stolen from my vehicle. The issues have not been resolved.Business Response
Date: 03/31/2025
Hello -
Attached you will find our company response.
Thank you,
******
Customer Answer
Date: 03/31/2025
The rental coverage should be extended because the policy has no rental limits on it. According to Enterprise rental customer service.Customer Answer
Date: 03/31/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23135117
I am rejecting this response because: The rental coverage should be extended because the policy has no rental limits on it. According to Enterprise rental customer service.
Regards,
******* **********Initial Complaint
Date:03/29/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My root policy number is DK36H6. Name on the policy is ******* ******** . My policy should have been cancelled effective December 1 ***** however I was billed for the month of December , January and February . I emailed customer service to backdate my ********************** effective date 12/1/2024 and refund me for three months, however I am getting the runaround .Business Response
Date: 04/04/2025
see attached
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