ComplaintsforRoot

• Initial Complaint

  11/04/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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.

  

  Business response

  11/16/2021

  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 information
  provided to them regarding their policy, and the handling of their claim. The
  Complainant also brings up a concern related to the refund amount provided
  once the cancellation request was processed.

  
  We have successfully been able to cancel the policy per the Complainant’s
  request. We apologize for the delay in processing this cancellation. Due to the
  cancellation, Root also provided a refund of unused premium to the
  Complainant. The refund was fully processed November 16, 2021. Funds are
  typically released within 24 hours of the process date, and are normally
  processed by most financial institutions within 5 to 7 business days.
  As it relates to the Complainant's Personal Injury Protection (“PIP”) claim, we
  are able to report that the necessary documentation has been received to allow
  Root to proceed with the process of reviewing and issuing payment for loss
  related medical expenses as the medical document is received.

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

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

  Customer response

  11/18/2021

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

• Initial Complaint

  11/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my policy with root insurance when they decided to raise my monthly premium. I notified them at that time in an email. Then I got a notice saying they were going to pull a payment out of my account for this month. With the new policy and new rate. I emailed them back saying I cancelled the coverage last month and not to charge me. Then today I saw that they drafted my account causing me to overdraft. They need to put the money back into my account that they stole from me.

  

  Business response

  11/10/2021

  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 difficulty in
  cancelling their policy. On October 28, 2021, Root Customer Service emailed
  the Complainant with instructions on how to complete this request through their
  Root Mobile Application. November 2 and 4, 2021, follow-up emails were sent
  to the Complainant offering assistance in completing their cancellation request.
  The information needed to process this request was contained in the email. To
  date, the Complainant has not responded to the follow-up emails.

  
  As a result, the policy remains active at this time. The Complainant can still
  complete cancellation of the policy via self-service through the Root Mobile
  Application. Alternatively, if the requested information is provided by email, a
  member of our Root Customer Service team can finish processing the
  Complainant’s request.

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

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

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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, 2021, 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, 2021, 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, 2021, 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?!

  

  Business response

  11/02/2021

  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 total loss settlement
  payment for their vehicle. As the adjuster has discussed with the Complainant,
  payment must be made to the Complainant’s lienholder as there is an outstanding
  balance owed to them. Our claim is open pending further communication with the
  adjuster or lienholder.
  
  If you have additional questions or require additional documentation, please contact the
  undersigned.
  
  Yours truly,
  
  
  ******* *******

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

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got into a car wreck on 10/23/21 and filed my claim the same day. I have left multiple voicemails with the company after being sent to voicemail every single time. I’m 20 years old unable to rent a car and stuck with no car and no way to get to and from work. It’s been three days and they haven’t even started on my claim at all.

  

  Business response

  10/28/2021

  
  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 delay in communication
  from the adjuster. We are pleased to report that the adjuster has successfully
  contacted the Complainant. Our claim is open pending the resolution of the
  Complainant’s total loss claim, and identification of the other involved party(s).
  If you have additional questions or require additional documentation, please contact the
  undersigned.
  Yours truly,
  ******* *******
  Compliance Analyst - Claims
  ****************************
  ###-###-####

• Initial Complaint

  10/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was insured by Root from 09/11/2021 to current. I canceled my policy 09/24/2021 and reinstated later that same day. I cancelled again on 10/11/2021 and reinstated sometime before 10/15/2021. My Root app is not reflecting this payment and shows my insurance as cancelled. They told me to reach out to **** *** (my credit union) and have **** *** reach out to them but neither is willing to help. **** *** rep stated she can't see it but sees the other transactions posted that day. I've attached a screenshot of my transactions on, before, and after 10/15/2021 for a better understanding. I encourage Root to reach out to me via direct email, voicemail, replying here or text messages after they've contacted **** *** to search for my money.

  

  Business response

  10/27/2021

  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 difficulty in processing a premium payment to Root. Based on Company records, payment of the Complainant’s October 11, 2021 premium was never received. Our records indicate that the policy was cancelled at the Complainant’s request that day, and a refund of $2.90 was issued to the original payment method. 

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

  Yours truly, 

  Erinn N***** 

  Compliance Analyst - Claims 

  erinn.n*****@joinroot.com 

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

  
  

   

  Customer response

  10/28/2021

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

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Root Claim #******** Wrecked my car by hitting a curb sideways and causing major damage to the suspension and front of the vehicle, including the engine. After the accident, the car died and wouldn't start without a jump. Once started again the engine had a major mechanical knocking noise coming from the right side of the engine. All this was documented in the initial pictures and videos. Payments out of pocket for tows and repair quotes are not close to $800. I was told initially that the damages were around $3,500 for the damages. After the dealership reviewed the car the damages were assessed at $6,555. After working with multiple "Root preferred shops", I still don't have a resolution. The local shops all said that "No, they don't work directly with Root as a preferred insurance company". I have called, emailed, and sent multiple messages without a resolution. The engine failure (rod) was due to the accident. Root, stop wasting time trying to prove it wasn't and fix the car.

  

  Business response

  10/22/2021

  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 partial denial of physical damages under their policy. Our claim is closed pending additional documentation. On July 8, 2021, the Complainant spoke with a claim adjuster, confirming the details of the loss and the damages to the vehicle. The claim adjuster advised the physical damage to the exterior would be covered but a teardown/diagnostic at a shop would be necessary in order to verify the engine damage was related to the loss. The vehicle was towed to a shop of their choice as an out of pocket expense, pending the results of the virtual inspection. Currently, Root Insurance does not have a preferred repair facility program. 

  On July 12, 2021, the initial virtual inspection of the vehicle was completed and payment issued to the Complainant. On August 5, 2021, an appraiser spoke with the Complainant’s dealership and advised the damage to the engine was a mechanical failure. The appraiser spoke with the Complainant and reviewed the estimate, noting the teardown was still pending for him to arrange and approve with the repair facility. No supplemental payments were issued at the direction of the Complainant.

  On August 25, 2021, the Complainant spoke with another appraiser, at their request, who confirmed that nothing had been provided that verified that the internal damage to the engine was related to striking a curb. They reviewed the teardown/diagnostic process and the Complainant was advised that if the results confirmed that it was related to a mechanical failure, it would not be covered under the policy. The Complainant advised they would speak with the dealership and follow-up with Root with their decision on how they would proceed. On September 9, 2021, the Complainant contacted the Root appraiser to advise they would be moving the vehicle to a different repair facility due to the cost quoted by the dealership. On September 21, 2021, the Complainant called Root and advised that the engine was not related to the loss and would callback with his shop choice to allow the release of the previously approved supplemental estimate. As of October 22, 2021, there has not been any contact received from the Complainant to the Claims Department. 

  On October 18, 2021, Root Insurance Company mailed a two-party check to the Complainant, with their lienholder as co-payee. We are awaiting the results of the teardown/diagnostic, along with any corresponding supplemental estimates from the Complainant or the repair facility for review and consideration. 

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

  Yours truly, 

  ***** ****** 

  Compliance Analyst - Claims 

  ***********

  ##########

• Initial Complaint

  10/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was browsing for new car insurance I got a quote for root auto insurance had to make payment that second did that decided within 20 mins I was going to go with another company canceled policy they continued to try and take payment out of my account this was all done with in 30 minutes the reported me to dmv for not having insurance I have had insurance since 7/19/2021

  

  Business response

  10/22/2021

  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 policy cancellation after bind. On July 19, 2021, the Complainant completed an application for insurance, including submission of banking information for premium payment processing. At the time of purchase, Root automatically reported to the state the status of the policy as active. Our records show that this policy was started via the joinroot.com website. To date, we have no record of receiving a request for cancellation. 

  On August 02, 2021, we received a charge back from the Complainant’s financial institution which was accepted on August 6, 2021 and a refund processed. An email confirmation was sent to the Complainant and included the effective cancellation date of the policy in the event the premium payment was not received. Our records confirm the cancellation of the policy was

  completed as previously noted, on August 25, 2021, due to non payment. Root reported the updated status of the policy to the state. 

  On October 20, 2021, a member of our Customer Service Team attempted to contact the Complainant via phone but was unsuccessful. A detailed email follow-up was sent to the Complainant via email. 

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

  Yours truly, 

  ***** Nowlin 

  Compliance Analyst - Claims 

  ************************* 

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

  
  

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a car on my insurance policy that was totaled but they have not cancelled the car on my policy and every month I have paid for the totaled car. I call and no one knows how to cancel just the car off the policy.

  

  Business response

  10/19/2021

  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 cancellation and removal of a vehicle from their auto policy. We are pleased to report that a member of our Customer Support

  team has spoken with the Complainant regarding the removal of the vehicle and the request has been successfully completed. The policy has been backdated and a refund has been processed
  for the resulting unused premium.

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

  Yours truly,
  Erinn N*****
  Compliance Analyst - Claims
  [email protected]
  ********

• Initial Complaint

  10/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This is my insurance carrier .i have called no return call back .i have emailed.they say to go to the App.my phone can't handle Root and when I try to get. App back .it takes me to driving test.i sold my car.i sent by email from my Local MVD statement I sold my car I needed Root to take car off policy .no one has gotten back or helped me here.

  

  Business response

  10/15/2021

  October 15, 2021 

  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 difficulty removing a vehicle from their policy through the Root Mobile Application. We are pleased to report that a Root Customer Service Lead has processed the change as the Complainant has requested. A confirmation email has been sent to the email address on file for the Complainant. 

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

  Yours truly, 

   

  Grayson ******* 

  Compliance Analyst - Claims 

  **************************** 

  
  

  Customer response

  10/30/2021

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

   I'm not complainig anymore .because this insurance company lies.and no your not saving monies.ironically you get ahold of anyone .they say go to app.well if you dont have a computer and use your phone .and your phone can't support the app.

  How would you contact if you needed help? You can't .for me to have all these issues just to get ahold of costumer services is a nightmare .because with them stalling like they have .it cost me more monies.I hope in the Future that someone invegates this insurrance company .theyre not honest .and the app is baloney ..its saying to basically take you back to safety??

   That's not good hearing this.i have since called stop insurance with this company because they lied on the amount it would cost.and getting ahold of costumer support .its like never go to app.

  Well if you cant go to an app.theres is no help.

  Also if state farm cost me 90.00 for state minimum.and Root was charging me very close to 90.00 where am I saving at??

  I'm not ..they lied to my husband stating I would be paying less.and I haven't been .

  I'm paying close to what state farm charged me since I didn't finish the driving test.

  And for a fact I have a android celluar device and it can not show you when I break .when I drop.etc .and if I am the actual person in the car.so it's a big lie.

  I'm glad I have some one as in BBB to see the bull crap this insurance company is doing to others 
  
  ****** ******

• Initial Complaint

  10/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was involved in a car wreck at the end of March 2021. The other driver, who hit me, has Root Insurance. What a nightmare! Not only have I called Root (and the adjuster Tom K.) many, many, many times and emailed the adjuster (Tom K.) to no avail; my husband has called as well as my Dr's office--AND NO ONE HAS CALLED BACK TO ANY OF US. Again, this happened at the end of March 2021--and it is now OCTOBER 2021. This company is terrible! I am amazed they are still in business! I have extensive medical bills, I need my car fixed, and to be reimbursed for expenses as a result of the wreck. The claim number is ********. I'm giving it a couple more weeks to be resolved by the company after this post--seems to be the only way to get their attention, if I hear nothing, then I feel it will be time to seek legal action.

  

  Business response

  10/14/2021

  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 delay in claim handling. Upon review, our adjuster is working to contact the Root Insured to verify whether coverage will apply to this loss. Our claim is open, pending the conclusion of the coverage investigation. 

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

  Yours truly, 

  Grayson M****** | Compliance Analyst - Claims 

  grayson.m******@joinroot.com | ###-###-####

*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. ↩