Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My premium is currently $472 per month for auto insurance. On July 1 3th I filed an auto theft claim. I was told that I would be authorized to receive a rental within 48 hours of my claim. Root uses the excuse that I forgot to pay on July 7th but paid on July 8th as an excuse to delay my claim.
2 representatives stated that a rental would be provided and I have none. The one I have had to date, I paid. I also notified Root that a police department in another county located the vehicle. I gave them contact information regarding the discovery and Root is still "investigating" and saying they are waiting on a police report.
if this is the case, why even request a DC# I do not have faith in this carrier and I am very concerned.
Business response
07/22/2024
*****************
Thank you for bringing the concerns of Complainant Ms. ***** ********* (“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 July 19, 2024 to address their concerns.
We have reached a resolution.
Yours truly,
********* ******
Supervisor, Compliance Regulations
Email: ***************************Customer response
07/23/2024
The car has not been towed and I reported it's location one week ago.
Regards,
***** *********Initial Complaint
07/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Total stolen out of account by ********************** on May 13, 2024 $467.33; April 13, 2024 $17.91;Have never done business with the company. However, they have obtained my information and are insuring someone using my identity, and I am paying for insurance, which I do not have. To have money returned of fraudulent transaction they refuse to return and are trying to continue to charge for insurance that is not mine or in my name.I have tried to resolve the issue with the company, and they say to take it up with my bank.Customer response
07/18/2024
Was contacted by agent from Root at 12: 33 pm who left a message alledging she was going to answer all my questions. Left a message on voice mail. Have message saved.
Called number back at 1:28 pm spoke with agent and they could not generate any of my information with my phone number. Call was for 6 minutes and 45 seconds representative disconnected call.
I let them know that they are not to delete the call as it is needed for complaint that is being filed and they have fraudulent charged me for an insurance that is not mine.
Explained that my insurance upon calling are able to verify my name, number, and policy number with no problem. Root representative requested the information and I informed them I did not have a policy. Continued to wait for account to be generated as the alleged I have an account. One could not be found
Business response
07/19/2024
July 19, 2024
Via BBB Online Portal
Better Business Bureau
**************
******************
Attn: ***************************************
BBB File Number: 21992707
Complainant: *************************
Root Property & Casualty Insurance Company f.k.a. ****** Indemnity Company,
NAIC #: 24503
Dear ************************:
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 Support
department reached out to the complainant on July 18, 2024 to address their concerns.
Unfortunately, we have been unable to resolve the issue with the Complainant.
Yours truly,
*******************************
Compliance Analyst
*********************************************Customer response
07/26/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 21992707
I am rejecting this response because:
Regards,
*************************Initial Complaint
07/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I FILED A CLAIM AGAINST A CUSTOMER OF ********************** FOR AN ACCIDENT THAT TOOK PLACE ON 5/24/2024. I WAS TOLD THAT I WOULD HAVE TO HAVE MY INSURANCE COVER IT AND SUBROGATE FOR PAYMENT DUE TO A "LIMITS ISSUE".
I DID NOT CARRY COLLISION ON MY PERSONAL POLICY, SO I AM UNABLE TO DO SO. *** REACHED OUT TO MY CLAIM "HANDLER" MANY MANY TIMES ON THIS. MY INSURANCE AGENCY HAS REACHED OUT SEVERAL TIMES ON MY BEHALF. THEY WERE TOLD THAT MY COMPANY'S CLAIMS **** MUST SEND DOCUMENTATION THAT I DONT CARRY COLLISION, AND THAT WOULD TRIGGER ROOT TO PAY AT LEAST THE LIMITS ON THEIR CUSTOMERS POLICY. THEY HAVE CONFIRMED THAT THESE DOCUMENTS WERE SENT TO ************************************************** ON 7/6.
NEARLY TWO MONTHS AFTER THIS INCIDENT AND I HAVE NOT BEEN ABLE TO HAVE MY CAR REPAIRED. MY INSURANCE AGENCY HAS BEEN REACHING OUT TO MY HANDLER TO NO AVAIL. SHE RETURNED ONE CALL TO THEM TO GIVE THEM INFO ON WHERE TO SEND THE DOCUMENTATION, AND THEN STOPPED RETURNING THEIR EMAILS AND VOICEMAILS. I NEED MY CAR FIXED. I WILL ALSO BE FILING A COMPLAINT WITH ROOTS CORPORATE OFFICE.
Business response
07/17/2024
July 17, 2024
Via BBB Online Portal
Better Business Bureau
**************
******************
Attn: ***************************************
BBB File Number: 21980858
Complainant: ***************************
Insurance Company: Root Insurance Company
NAIC #: 10974
Dear ************************:
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 claims department reached
out to the complainant on July 16, 2024 to address their concerns.
We are still working with the Complainant to resolve their concerns
Yours truly,
***********************
*********************** | Compliance Analyst - Consumer Complaints
*********************************************
**************Initial Complaint
07/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased Root insurance for a car I was purchasing to make sure I had coverage on my car when I received it. After having the car about 2 weeks I was able to find a better quote with All-State. So I purchased the All-State insurance & canceled the Root insurance. I had the insurance for 2 weeks and one day, I paid $****** for that. When I canceled the insurance they charged me another $0.83 & $24.92 on the day I canceled. I would please like a refund for those amounts and half of the ****** since I only had the insurance for two weeks. At the same time I also had Geico on two other vehicles and they were very kind and refunded my difference. Totaling $96.67.Business response
07/17/2024
July 17, 2024
Via BBB Online Portal
Better Business Bureau
**************
******************
Attn: ***************************************
BBB File Number: 21971166
Complainant: ***************************
Insurance Company: Root Insurance Company
NAIC #: 10974
Dear ************************:
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 onJuly 16, 2024 to address their concerns.
Unfortunately, we have been unable to resolve the issue with the Complainant.
Yours truly,
***********************
*********************** | Compliance Analyst - Consumer Complaints
*********************************************
**************Initial Complaint
07/10/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Hit a deer on 12June2024 and my coverage specialist was *******************************. I tried to contact ****** multiple times without a response via email and cell. I then contacted the main branch and they gave me ******** number to call. Hes apparently the manager or supervisor to ******. *** attempted to contact him multiple times as well I only talked to him the one time and he said h*** get it figured out. Since then I have contacted ****** and ******* to no response at all, I get sent to voicemail. I call the main place and they tell me theyre taking care of it and someone will call but no one ever does. I need my vehicle back. Literally just bought it and was so excited. I thought insurance was there to take care of vehicles when you crash but they keep ignoring me. Im not asking for a final answer I am just trying to get any update on the claims status. The root insurance app originally said ****** was my claims expert but his name has been removed recently unsure why. I have even received a letter in the mail from root saying theyre trying to get a hold of me when Ive literally been calling them and emailing. Ill provide a few of MANY examples in my photos.Business response
07/17/2024
July 17, 2024
Via BBB Online Portal
Better Business Bureau
**************
******************
Attn: ***************************************
BBB File Number: 21969871
Complainant: *************************
Insurance Company: Root Insurance Company
NAIC #: 10974
Dear ************************:
Thank you for bringing the concerns of Complainant Hunter ****** (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 Complex Claims department
reached out to the complainant on July 16, 2024 to address their concerns.
We have worked with the Complainant to resolve their concerns as communication has been
made and the payment for damages was issued July 16, 2024.
Yours truly,
***********************
*********************** | Compliance Analyst - Consumer Complaints
*********************************************
**************Customer response
07/30/2024
Hunter ****** <********************>
Mon, Jul 29, 6:10 PM (15 hours ago)
to disputeresolution
Root has contacted me and is finally working with me. We are currently working on a resolution for my vehicle. Thank you for your assistance.
Sent from my iPhoneInitial Complaint
07/01/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
BBB transcribed from hard copy complaint form received as transfer from Akron BBB:
Root Insurance - dodged paying off this car for months. I co-signed for car for my sister - she lost job on 8-27-23. She filed bankruptcy on 9-22-23 / 12-13-23. I paid two payments 842/00. Each then car was totalled on 10-9-23 it's just this insurance should have paid this car off no later then 11-9-23. Instead they kept them jumping through hoops, checking phone records & other being to to find out all call ******* ************ - I've lost half of my hair from all the stress.
Business response
07/01/2024
July 1, 2024
Via BBB Online Portal
Better Business Bureau
**************
******************
Attn: ***************************************
BBB File Number: 21925783
Complainant: ***********************
Insurance Company: Root Insurance Company
NAIC #: 10974
Dear ************************:
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 ***************** resolved
the complainants claim back on January 22, 2024.
Yours truly,
*******************************
Supervisor, Compliance Regulations
Email: *********************************************Initial Complaint
06/27/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I try to obtain insurance and root insurance was recommended by VIU by HUB LLC. I pay the insurance on June 25 2024 in the amount of $174.17 after I further review the insurance policy I didn't agree with the monthly payment because I was supposed to pay less. I complaint to root within 24 hours of the policy and request a full refund, they refuse and only return$155.27 so $18.90 still missing and my bank claims root never sent $174.17 . I did not receive what I expected I canceled within 24 hours I'm entitled to a full refund. We can go to the U.S District Court if they refuse to refund the full amount immediately partial it's not acceptable.Business response
07/02/2024
July 2, 2024
Via BBB Online Portal
Better Business Bureau
**************
******************
Attn: ***************************************
BBB File Number: 21911437
Complainant: ********************* ********
Insurance Company: Root Insurance Company
NAIC #: 10974
Dear ************************:
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 June 27th, June 28th and July 1 to address their
concerns. The complainant has been provided with a full explanation as to the companys
position.
*******************************
Supervisor, Compliance Regulations
Email: *********************************************Customer response
07/11/2024
[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
06/19/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
We filed our root claim in May after a major hail storm in the ******, ** area.They farmed out our insurance to ****************** Mutual insurance Company. ***************** farmed it out to a company called Afics.Since we have filed our claim (it is now June 19 at time of writing, We have had a lowball coverage quote with checks sent to us. Then our adjustor went missing and no one notified us.We had to call to get a new adjustor - her name is ***************************. Upon my first call with ******* - she told me to get a documented report from a contractor - which we did. 5 days ago our contractor sent their documents to *******.I contacted ******* today and she had not read any of the emails. She took one look at the email (while we were on the phone) and said "this looks like normal wear and tear" - it is not. We also have it documented that the other parts of the house (covered patio etc) that were not hit with hail look totally fine.We have requested to speak with a manager and ******* told us they would call us. She also has the wrong phone number to contact us - which Root definitely has our correct phone number.This is for ************************* our claim number is ***********Business response
06/20/2024
June 20, 2024
Via BBB Online Portal
Better Business Bureau
**************
******************
Attn: ***************************************
BBB File Number: 21874525
Complainant: ***********************
Insurance Company: Root Insurance Company
NAIC #: 10974
Dear ************************:
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.
As a threshold matter, the Complainants concern is the handling and the settlement offer for
their Homeowners Claim. The Complainant has an Personal Auto Policy with Root, to which
they bundled a Homeowners policy.
The Homeowners policies are solely underwritten and administered by Homesite Insurance
Company. All claims services are also solely handled by Homesite. Based on the above, this
complaint should be sent to Homesite for review and response as Root Insurance Company
does not have any information as to the underwriting or claims handling regarding this loss.
If you have additional questions or require additional documentation, please contact the
undersigned.
Yours truly,
*******************************
*********************************************
************Customer response
06/21/2024
[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
06/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I've been paying my insurance on time for a while now. All of a sudden root moved my due date to the 19 instead of the 20 and are going to charge me a late fee...this is absurd, if this keeps up I'll change insuranceBusiness response
06/26/2024
June 26, 2024
Via BBB Online Portal
Better Business Bureau
**************
******************
Attn: ***************************************
BBB File Number:
Complainant:
Insurance Company: Root Insurance Company
NAIC #: 10974
Dear ************************:
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 Support
department reached out to the complainant on June 21, 2024 to address their concerns.
We have reached a resolution.
Yours truly,
*******************************
*********************************************
************Initial Complaint
06/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I filed a claim March 05,2024 I didnt get a rental car from insurance until April 17,2024. I expected my car to be getting body work but come *** they tell me my cars totaled. So now its been a month and Im paying out pocket thousands of dollars for a rental Car and paying insurance on a car I no longer have to drive. Now my total loss adjusters returns none of my calls or emails to just even keep me in loop. Im literally paying hundreds on a rental car. When I shouldve got a total losss check already. Im just at hope that my adjuster calls me with some information. Or about my check. I signed the car over also.Business response
06/25/2024
June 25, 2024
Via BBB Online Portal
Better Business Bureau
**************
******************
Attn: ***************************************
BBB File Number: 21872175
Complainant: *************************
Insurance Company: Root Insurance Company
NAIC #: 10974
Dear ************************:
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 Total Loss
department reached out to the complainant on June 24, 2024 to address their concerns.
We are still working with the Complainant to resolve their concerns
Yours truly,
*******************************
*********************************************
************
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
317 total complaints in the last 3 years.
137 complaints closed in the last 12 months.