Complaints

The 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:03/16/2023

  Type:Service or Repair Issues
  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 recently purchased auto insurance with root on February 23,2023 i paid a total of of $1300 in total for as the down payment and I received an alert on their mobile app stating that my insurance will be cancelled on April 19th 2023 die to the fact i am now not a good fit after they crunched numbers. I then called and was told that o was being cancelled because of the good driving app even though it shows completed and great driving in which i have proof of this via screen shots.

  

  Business Response

  Date: 03/22/2023

  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 Complainant’s concern surrounds the underwriting cancellation of
  their policy due to an insufficient telematics score. During the initial underwriting review period
  of the policy, Root completes a comprehensive overview of all applicable rating and risk factors
  associated with the insured drivers(s), which includes real-world driving data and behaviors of
  the driver(s) gathered through the Root Mobile Application (“App”) to calculate a telematics
  score for the driver(s). This data is collected with the express permission of the Insured.

  
  By way of background, we provide the following information:

  
  The Complainant purchased their policy through the Root Mobile Application (“App”) on
  February 23, 2023 with an introductory monthly premium amount conditioned on completing
  their Test Drive and achieving a minimum required telematics score. Over the course of the Test
  Drive, the App measured things such as phone usage while driving, braking, miles driven, turns,
  and smoothness. The Complainant’s Test Drive began February 23, 2023.

  
  When the Test Drive ended on March 13, 2023, Root advised the Complainant through the App
  and email that based on their telematics score, Root would no longer be able to offer the
  Complainant insurance after April 19, 2023 and that the policy would be canceled on that date.
  The cancellation notice was properly sent and provided the Complainant with the specific
  reason for cancellation was a failure to meet the minimum telematics score.

  
  If the Complainant would like to cancel the policy earlier than April 19, 2023, they can do so
  within the App and receive a pro-rated refund of any unearned premium, inclusive of any
  prepaid premiums. Root is unable to provide a refund for the days in which coverage has
  already been provided under this policy.

  
  If you have additional questions or require additional documentation, please contact the
  undersigned.

  
  Yours truly,
  ***** ****** | Compliance Analyst - Claims
  ********************* | ###-###-####

  Customer Answer

  Date: 03/22/2023

  I have not been refunded the $1100
  
  Regards,
  
  *********** ******

  

  Business Response

  Date: 04/03/2023

  Please allow this to serve as a response to the rebuttal from Complainant *********** ****** (“Complainant”). Root Insurance Company (“Root” or “the Company”) appreciates the opportunity to review this matter. 
  The Complainant rejected our response due to her wanting a refund of $1,100. That amount is higher than the total of all premiums she has paid for her policy to date. Furthermore, Root cannot refund premium for any dates in the past for which coverage has been provided. 

  
  If the Complainant would like to cancel the policy earlier than April 19, 2023, they can do so within the App and receive a prorated refund of any unearned premium, inclusive of any prepaid premiums. 
  If you have additional questions or require additional documentation, please contact the undersigned. Yours truly, 
  
  ***** ****** | Compliance Analyst - Claims 
  

  
  

• Initial Complaint

  Date:03/14/2023

  Type:Billing Issues
  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.

  Yesterday I discovered that I have been getting charged monthly by Root Auto Insurance for a car I have never owned or purchased and for a policy I never authorized. It has been going for months and has now totaled over $1000 dollars. When I called Root Insurance they were less than helpful, even suggesting that I was lying. I was told the company that signed me up for the policy was *******. But I have never purchased a car from *******.

  I cancelled the policy and will be heading down to my bank shortly to dispute all of the charges. Back in August I was looking for a new car and did look on *******s website at new cars. I even came close to purchasing a vehicle but did not after reading countless negative reviews online. When I was getting quotes from ******* I did select the option for using the auto insurance provided by ******* but I never at any point purchased a vehicle from them.

  Regardless they signed me up for monthly auto insurance anyway even though I did not own, purchase or use the vehicle (the Root customer service operator said the vehicle was a 2010 Toyota Camry, again a car I do not, have never owned or purchased from *******).

  I do not really know what to do or how to go forward with this. Or how I prove that this was fraudulent and have never owned the vehicle I was charged insurance for. I will see what my bank says and will be contacting *******'s customer service as well. But I wanted to report this to the BBB and have the complaint documented. You may call or email me at anytime for further information. Thank you very much.

  

  Business Response

  Date: 03/20/2023

  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 Complainant’s concern is difficulty canceling an personal auto policy
  and receiving a full refund for unearned premium. Root is pleased to advise that the refund was
  issued to the Complainant. The Complainant states they were not aware a policy was started
  when they initially were considering completing a vehicle purchase from *******. The
  Complainant ultimately did not take possession of a vehicle but the insurance policy was still
  active. On March 13, 2023, after an unsatisfactory attempt to cancel the policy by phone, the
  Complainant resolved the matter, including a backdating of the cancellation via email with a
  Customer Service representative.
  
  If you have additional questions or require additional documentation, please contact the
  undersigned.
  
  Yours truly,
  
  
  ***** ****** * Compliance Analyst - Claims
  ********************* | ###-###-####

• Initial Complaint

  Date:03/02/2023

  Type:Customer Service Issues
  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 do not and have never had an account with Root Insurance. And according to information I found online, Root Insurance does not offer insurance in North Carolina which is where I live. I was on a trip out of the country when Root Insurance charged my credit card. That was the first time I ever heard about this company. They charged the same amount, $705.50 3 times within 30 days - Dates 3-1-2023, 2-22-2023, and 2-4-2023. Each time that happened, I’ve had to file a fraud dispute with my credit card company, Bank of America, and close out that credit card number and get a new one. And when I get a new card, another charge from Root comes through. I’ve tried contacting Root but have been stonewalled from speaking with anyone. I tracked down an email address to ***** ********, *************************, who is their supposed accounting manager. I’ve received no reply to my email on February 22, 2023. According to the gatekeeper at their 800#, I have to go on my Root app and take care of the billing problem there. I kept telling her that I don’t have an account. She kept telling me that I’d given the card number to someone to use, like maybe a family member. That is not true. No one has been given my card number. Plus, I was on a trip and I had my card in my possession. I have done everything within my power to stop the unwarranted charges, so I am appealing to you to assist me in getting the charges stopped. My credit card company has told me that they can refuse the charges if I file a complaint, but they can’t stop the charges. I have to get the charges stopped by Root Insurance if I want to be able to continue to use their card without hassle.

  

  Business Response

  Date: 03/08/2023

  March 8, 2023 Via BBB Online Portal Better Business Bureau 1169 Dublin Rd Columbus, OH 43215 Attn: ********* ********** BBB File Number: 19524513 Policy Number: Unknown Insured: Unknown Complainant: ***** ******** Dear Ms. **********: 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 Complainant’s concern surrounds alleged unauthorized credit card usage to pay for an insurance policy. We recommend the Complainant contact their financial institution to discuss this matter. This is the proper method for the Complainant to proceed if they suspect unauthorized usage of their credit card. Root does not list credit card or account numbers in our searchable databases, so Root is unable to determine any specific policy to which a fraudulent payment may be presented. If you have additional questions or require additional documentation, please contact the undersigned. Yours truly, ****** ****** | Compliance Manager - Claims ******.******@joinroot.com | ###-###-####

• Initial Complaint

  Date:03/01/2023

  Type:Billing Issues
  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 have been with Root Insurance for 2 years. Every 6 months they go up on my insurance. I am 55 years old and about to turn 56. I am on disability and hardly ever drive. I called my states insurance boards and they said nothing about them raising the rates. It is the insurance company. There are no reason to go from 122.00 per month to 279.00. The company lies to people saying it's the state. It is not! I got quotes from other companies that are cheaper. I want root to return my money for march so I can get better insurance for cheaper

  

  Business Response

  Date: 03/07/2023

  March 7, 2023 Via BBB Online Portal Better Business Bureau 1169 Dublin Rd Columbus, OH 43215 Attn: ********* ********** BBB File Number: 19518298 Policy Number: HJWJGX Insured: ***** ****** Complainant: ***** ******-******** Insurance Company: Root Insurance Company NAIC #: 10974 Dear Ms. **********: 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 Complainant’s concern is an increase in their premium. Two new rating plans have been introduced into Georgia effective May 18, 2022 and October 24, 2022. These updated rating plans introduced new rating factors and rating elements which made a meaningful increase to base rates and attributing factors for the Complainant’s July 22, 2022 and January 22, 2023 renewals. If you have additional questions or require additional documentation, please contact the undersigned. Yours truly, ***** ****** | Compliance Analyst - Claims *****.******@root.com | ###-###-####

  Customer Answer

  Date: 03/09/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19518298
  
  I am rejecting this response because: I have contacted our states insurance commissioner and they have stated my insurance went up because of root not the state of Georgia and considered my age my insurance should not be that high for liability.  I also got insurance quotes from other companies and it was lower. 
  
  Regards,
  
  ***** ******-********

  

  Business Response

  Date: 03/16/2023

  March 16, 2023 Via BBB Online Portal Better Business Bureau 1169 Dublin Rd Columbus, OH 43215 Attn: ********* ********** BBB File Number: 19518298 Policy Number: HJWJGX Insured: ***** ****** Complainant: ***** ******-******** Insurance Company: Root Insurance Company NAIC #: 10974 Dear Ms. **********: Please allow this to serve as a response to your correspondence of March 10, 2023 regarding Complainant ***** ******-******** (“Complainant”). Root Insurance Company (“Root” or “the Company”) appreciates the opportunity to review this matter. As previously mentioned, two new rating plans have been introduced into Georgia, effective May 18, 2022 and October 24, 2022. These plans were submitted by Root to the State of Georgia for consideration and they were approved for use. As a result, the policy was subject to new rating factors and rating elements that impacted base rates at the next renewal period. Due to timing, this occurred twice within a 6-month period. Since Root is in a highly regulated industry, we must adhere to rate plans we have filed with the individual states. As such, Root is unable to adjust rates on an individual basis. On March 2, 2023, Root Customer Service contacted the Complainant to assist with either cancellation effective immediately or cancellation at the end of the 6-month policy term, both subject to a pro-rated refund of unused premium. The Complainant declined, citing the open complaint and lower premium quotes received by competitors. Root has no authority over the premium quotes offered by other insurance carriers and does not offer a premium match program. If you have additional questions or require additional documentation, please contact the undersigned.Yours truly, ***** ****** | Compliance Analyst - Claims *****.******@root.com | ###-###-####

  Customer Answer

  Date: 03/17/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  I HAVE RENEWED MY POLICY 2 times in 2022 and policy was increased 2 times so now 2that is the excuse for continuing to increase my policy in 2023. I am 56 years old and no reason to increase my renewal rates now.
  Complaint: 19518298
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** ******-********

• Initial Complaint

  Date:02/20/2023

  Type:Billing Issues
  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 increased my policy rate by $800 and could NOT give me a reason why. I never had a ticket, accident or any kind of billing issues with this company yet, they can't give me a reason. THEN, yesterday I received a letter from the State Of Georgia Tax Office stating that they giving me a FINE for lapsed insurance. How can my insurance lapse when I paid it 6 MONTHS IN ADVANCE? Root Insurance told me there is nothing that they could do about it. How about you send this information to the State Of Georgia or give me $25.00 back? This company should be shut down.

  

  Business Response

  Date: 02/24/2023

  February 24, 2023 Via BBB Online Portal Better Business Bureau 1169 Dublin Rd Columbus, OH 43215 Attn: ********* ********** BBB File Number: 19437554 Policy Number: JKB363 (Georgia) FKNJP3 (Louisiana) Insured: **** ******** Complainant: **** ******** Insurance Company: Root Property & Casualty Insurance Company f.k.a. Catlin Idemnity Company, NAIC #: 24503 Dear Ms. **********: 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 Complainant’s concern is an increase in their policy premium. Per our records, this policy has not had any premium increases since it is still in its first term and has not been rated for renewal. The Complainant previously had a Root policy (FKNJP3) written in the State of Louisiana. That policy was cancelled and rewritten in Georgia due to the change in residency and is subject to the filed rates and regulations in Georgia. This previous policy saw an increase between terms 4 and 5. This premium increase was due to a new rating that was introduced in Louisiana effective August 28, 2022 (CLIN-133194526) for all renewals. This rating plan introduced new rating factors and rating elements which made a meaningful increase to base rates and attributing factors. The policy also had a missed payment during term 4. This missed payment increased the billing adjustment factor by 10% which had a minor impact on the renewal premium.If you have additional questions or require additional documentation, please contact the undersigned. Yours truly, ***** ****** | Compliance Analyst - Claims ********************* | ###-###-####

• Initial Complaint

  Date:02/09/2023

  Type:Customer Service Issues
  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 charged my credit card for a ****wal auto insurance. I ask root insurance for an invoice. Answer from ****** "root insurance employee: We provide just the credit card receipt. I ask him again multiple time for a regular invoice. Example with my Name, Date of Payment or date of invoice. For what was the payment. Was ist for one or two cars. What is the policy number or something else. Just a regular invoice und not a credit card receipt for my $1994 payment. Please note: We are not talking about an FastFood order on the drive thru Window. We talk about an important insurance for anyone. Answer from root team: Hello! Hello, ****. Thanks for your patience. I'm sorry, but we can only issue that receipt. Let us know if you have any other questions or if there is anything else that I could assist you with today. Kind regards. ******  Root Customer Service Team

  

  Business Response

  Date: 02/16/2023

  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 Complainant’s concern surrounds a request for an invoice for their premium payment. A copy of the Complainant’s declarations page (“Dec Page”) was provided by Root Customer Service on February 13, 2023 via emaill. The dec page identifies the policy number, Named Insured, lists the covered vehicles by Year, Make, Model and Vehicle Identification Number (“VIN”) and summarizes the insurance coverage provided by the policy. Additionally, the premium charges are itemized by policy coverage for the policy term. 

  This document is always available for download via the Root Mobile App and instructions on how to access were provided. 

  If you have additional questions or require additional documentation, please contact the undersigned. 
  Yours truly, 
  
  ***** ****** | Compliance Analyst - Claims 
  *********************

  Customer Answer

  Date: 02/17/2023

  I'm Asking again for a regular invoice for my $1994 payment. 

  
  

  Example: If I pay any amount to any other company or insurance, I received a regular Invoice for what was my payment. 

  At ** ****** I also get for my $7.99 payment an Bill with Following information: *** *** *** * ***** 

  We are discussing about a very regular matter here.  INVOICE! For example for my tax return and personal record. 

  
  

  I will report this huge mistake to the *** too. Your charge any customer in the U.S. an amount XXX without providing an Invoice and refuse it too. Unbelievable 

  
  

  Why are you not able to issue a normal invoice to your customers for what was paid for? 

  
  

  Again, I received just a credit card receipt with Zero Personal information. No Info about my Name, Address, Insurance Number or for what was the payment, for how long or something else. NOTHING!

  
  

  Remember: I don't ask for the The declarations page.I'm asking for an invoice for my $1994 payment.
  
  

  Regards,
  
  **** *******

  

  Business Response

  Date: 02/24/2023

  Please allow this to serve as a response to the rebuttal from Complainant **** ******* (“Complainant”). Root Insurance Company (“Root” or “the Company”) appreciates the opportunity to review this matter. 

  Root has provided billing notices, declarations pages, and a receipt to the Complainant for premiums paid. There are no “invoices” as the Complainant has requested. Instead, the declarations pages show line item charges for each coverage chosen. It also shows the total amount listed as “Total premium (including fees)”. These notices meet all state requirements. We have attached a redacted copy of the declarations page to show how this information is presented to consumers. 

  If you have additional questions or require additional documentation, please contact the undersigned. 

  Yours truly, 

  ***** ****** | Compliance Analyst - Claims 

  
  

  Customer Answer

  Date: 02/28/2023

  Same problem as before. Nothing has changed. A credit card receipt is not an invoice. I do not know what I paid for...

  Please read my text before again.

  
  Regards,
  
  **** *******

• Initial Complaint

  Date:02/07/2023

  Type:Billing Issues
  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.

  The root insurance company charged my ATM CARD, I have Geico insurance, I called my bank, told me to call the merchant. did they told me to call my bank, if someone fraudulent with money they will be fraudulent with the insurance company, the person I talked to was aware of that kind of and of situations and ignored my request I am asking to check if this company

  

  Business Response

  Date: 02/22/2023

  February 22, 2023 
  Via BBB Online Portal 
  Better Business Bureau 
  1169 Dublin Rd 
  Columbus, OH 43215 
  Attn: ********* ********** 
  BBB File Number: 19347731 
  Policy Number: Unknown 
  Insured: Unknown 
  Complainant: ******* ****** 
  Insurance Company: Root Insurance Company 
  NAIC #: 10974 
  Dear Ms. **********: 
  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 Complainant’s concern surrounds alleged unauthorized credit card usage to pay for an insurance policy. The Complainant is not listed as an Root Insured and we are unable to identify a policy in relation to the charge(s) in question. We recommend the Complainant contact their financial institution to discuss this matter. This is the proper method for the Complainant to proceed if they suspect unauthorized usage of their credit card. 
  If you have additional questions or require additional documentation, please contact the undersigned. 
  Yours truly, 
  
  Erinn Nowlin | Compliance Analyst - Claims 
  ********************* | ###-###-####
  

  
  

• Initial Complaint

  Date:01/20/2023

  Type:Service or Repair Issues
  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 purchased a used car from ********* and had a loan put out on it. I left there with full coverage with ********, at 186.55$ payments. I then got a notice for paying early and not with auto pay that my rate was going up about 125$.

  I then switched to Root after having them on an app for 2 weeks to track my driving. Recently, I was in a hit and run accident with the car from *********, 2013 Honda Civic, using this Root insurance, and now I am being told I did not have collision or coverage for the vehicle. I should not have even been allowed to purchase this insurance as it being on a loan and needing full coverage because it was not my car completely yet.

  I have documents from when I started this Insurance, and was not even offered Collision or Coverage, otherwise it would have said I declined it in the initial declarations page. I am now receiving an "amended" declarations page from Root saying I did take Collision or Coverage. This should have been flagged by my loan Company, ********* i.e. *********** and not even allowed to purchase without full coverage.

  I have been waiting on a response from the adjuster about the car being totaled, and after 2 weeks I get a response that they have not even looked at the car nor will they go out to look at it because of the Collision being declined on the "amended" declarations page. I have a police report stating that it was not my fault, this accident, but there is no information on the other driver as they sped off.

  I have looked into cameras etc. to try and get this drivers information and nothing. I feel powerless right now as it all seems fishy when I was not even aware of the collision or coverage initially.

  Attached are the declarations from the initial purchase and the most recent one sent on 1-19-2023 from Root. I am contacting the loan company tomorrow 1-20-2023 and am afraid that Root has not even reported they are the insurance I was using at the time.

  

  Business Response

  Date: 01/26/2023

  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 Complainant’s concern surrounds coverages purchased on their policy. Based on a thorough review of the policy documents, we have confirmed that the Complainant did not have optional Comprehensive or Collision coverages at the time of the loss. 

  The Complainant initiated the policy on the Root website, ****************. All coverage choices were made singularly by the Complainant. There were no employees or agents involved in the process of initiating this policy. In completing the application for insurance coverage, the Complainant affirmatively stated that they had reviewed and understood the coverages they had selected. Further, based on documents obtained during the underwriting period of this policy, the coverages appear to be the same as what they had with their prior carrier as the documents show that Comprehensive and Collision coverages were not purchased on that policy either. 

  The policy has been requested as canceled by the Complainant, effective January 9, 2023.If you have additional questions or require additional documentation, please contact the undersigned. 

  Yours truly, 

  ****** ****** | Compliance Manager - Claims 

  *******/ ###########

   

  
  

• Initial Complaint

  Date:01/17/2023

  Type:Customer Service Issues
  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.

  Bad faith car insurance delusional services are available for individuals. You pay for something and yet they email you that they will fix car they then work pay the repair costs as long as they have control by lying saying they work from internet insurance. I had 3 appraisal done 2 were below 459 dollars and 3500 I paid 3500 and they said car still totaled but paid 11,000 for claim I never had repairs done. Due to a supplement ******* provided for 17,000 dollars in reapirs. I had repaired and look over by certified mechanic and diagnostic was completed and sent to Root they still work released my Funds

  

  Business Response

  Date: 01/23/2023

  ****************************

  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 Complainant’s concern is related to their claim for collision damage done to their vehicle in a recent loss. The Complainant paid for some repairs out of their own pocket and there are additional damages that will need to be completed. 

  On January 19, 2023, claims manager ****** ***** spoke with the Complainant and discussed the outstanding issues. The Complainant was made aware that the vehicle is close to being a total loss, but that we would proceed with the repair process unless further damages become apparent. Also, Root reimbursed the Complainant for the out-of-pocket repairs on January 19, 2023. 

  Yours truly, 

  ****** ****** | Compliance Manager 

  *************

  ###-###-####

  
  

  Customer Answer

  Date: 02/02/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** **********

• Initial Complaint

  Date:01/14/2023

  Type:Billing Issues
  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’ve had Root for a year. My initial price was $163.12. After 6 months the price increased to $166.00. I received a notification today that my payment of $253.00 for Root wasn’t processed. When I contacted Root to find out why they were attempting to process my card for $90.00 more than my agreed upon monthly payment, they replied that “this is just how it is.” I will attach/forward copies of the emails

  

  Business Response

  Date: 01/23/2023

  **** *** ***********  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 Complainant’s concern is an increase in their auto insurance premium. Two new rating plans have been introduced into Georgia effective April 1, 2022 (*************** and September 6, 2022, (**************). These rating plans introduced new rating factors and rating elements which made a meaningful increase to base rates and attributing factors for all active policies in the state. The Complainant’s policy also had a missed payment during the previous policy term. This missed payment increased the billing adjustment factor by 10% which had a minor impact on the renewal premium. 

  If you have additional questions or require additional documentation, please contact the undersigned. 

  Yours truly, 

  ****** ****** | Compliance Manager /
  **********

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