• Initial Complaint

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 8th, 2021 I switched car insurance from ******** to Root insurance. I applied for full coverage, having selected all of the options which included Comprehensive and Collision insurance. When applying for the insurance, I provided Root the contact information for the lien holder (****** Credit Union) after having been asked if the car was financed. On October 1st, 2021 I was part of a vehicular accident and provided my insurance information to the police at the scene. On September 29th, 2021 my lien holder contacted my insurance company to notify them of my lack of coverage. Upon calling my insurance company to inquire about why it is that I did not have what I needed and had asked for, they told me it "was not their responsibility to make sure I had the coverage I needed". On October 4th, 2021 I received a letter from my lien holder that stated I did not have the coverage required for my financed car. I have tried to get support from my insurance and they are refusing

  

  Business response

  10/12/2021

  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 coverages purchased on their policy. Based on a thorough review of the policy documents, we have confirmed that the Complainant did not have optional Collision and Comprehensive coverages at the time of the loss. We have denied the Collision portion of the claim, but the claim remains open for the liability portion of the claim, for which there is coverage. 

  The Complainant initiated the policy on the Root website, www.joinroot.com. 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. 

  We also note that the Complainant has filed a concurrent complaint with the Indiana Department of Insurance. Any further correspondence regarding this matter will be directed to the Department. 

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

  Yours truly, 

   

  Grayson M****** 

  Compliance Analyst - Claims 

  grayson.m******@joinroot.com 

  614-695-6423

  
  

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was insured by Root under the policy ****** from 11/07/2020-01/05/2021 as well as policy ****** from 02/07/2021-08/09/2021. Although the VIN I had put down for the policies had a typo. I am trying to get the verification for these months of coverage I paid for. I have asked Root to comply in updating the correct VIN in order to prove no lapse of insurance and renew my registration that is due this month. I have been informed by ***** as well as *********** ( I went through the same process with them) that there was no problem making these corrections and verifying the insurance coverage for those policies. Due to the long standing coverage I paid for and Root has confirmed (although with the incorrect VIN) I will be subject to a $1,250 fine as well as having an SR-22 applied to my driving record for 3 years, although I paid for all those months of coverage. Correct VIN: ***************** VIN Root has: ***************** The DMV also told me this is common practice to correct the VIN.

  

  Business response

  10/05/2021

  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 situation where Nevada DMV could not verify coverage for the Complainant. Our investigation shows that the Complainant started the policy with a VIN that she later advised that this was not the correct VIN for the vehicle she owned. 

  Based on a further review of the Complainant's policy history, we note that the Complainant has obtained two seperate Root Insurance policies for the vehicle with VIN: ****************4. The Complainant has also obtained a *********** Insurance policy for this same vehicle and VIN. 

  We are unable to retroactively alter the documentation to address the VIN that was listed on our policy. All of the documentation provided to the Complainant, and any electronic transfer of information to Nevada governmental agencies, would have shown the VIN provided by the Complainant to Root.

  Any information related to the insured vehicle, inclusive of the VIN was verified by the Complainant and the Complainant signed the applicable affirmation statement agreeing that they had read and affirmed that the information entered upon their application was accurate and correct. 

  Additionally, we note that the Complainant has previously addressed this matter with the Nevada Division of Insurance. 

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

  Yours truly, 

  ******* ******* 

  Compliance Analyst - Claims 

  *******.******************** 

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

  
  

  Customer response

  10/07/2021

  Hello,
  
  I was informed by the Department of Insurance that they didn’t consider the policies I paid for with Root as verified coverage. I want to emphasize that two other insurance agencies complied with the request to correct the VIN information due to there being a typo that was copied during information transfer. I paid for those policies and when I contacted Root they told me that they couldn't "falsify records" and I don't see how it is falsifying records because all the other information on the car and the policies is correct and matching. The only thing that is wrong is the last 5 numbers on the VIN. When I informed my contact at the Nevada DMV they were shocked that the DOI did not help me get the VIN correction in order to verify proof of insurance. 
  
  I have attached a complete copy of the DOI Claim below.
  
  Thank you,
  
  ***** ********

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got into a car accident October 3rd. I have full coverage insurance and they told me otherwise. I was unaware that they are a “app based” company and I received a push notification telling me to lower my rate. I pushed it but it told me that it wouldn’t be affective until October 12th. It’s October 4th. They didn’t tell me that it was “effective immediately” the coverage was supposed to change on the 12th and they are refusing to work with me and everyone I talk to has an attitude and talks to me like I’m 5 years old. I emailed their supervisor but I still haven’t resolved anything. The whole insurance company is a scam and I think their policies and business should be looked further into.

  

  Business response

  10/05/2021

  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 denial of coverage due to lack of first-party coverage. On August 13, 2021, the Complainant created an account with Root via the Root Mobile App (“App”) on their iPhone. The initial policy bound included comprehensive and collision coverages. On October 2, 2021, the Complainant accessed the App and viewed her account payments screen. The App initiated a splash page regarding eligibility for a policy reprice via the Savings Finder, which the Complainant viewed. 

  The Savings Finder allowed the Complainant to select the vehicles finance status and make optional coverage changes. The Complainant selected the option to lower the policy coverage to state minimum before reviewing and signing an updated policy disclaimer and affirmation statement as part of her policy documents, which include the amended declarations page, showing the effective date of the policy as October 02, 2021 at 3:28 pm CDT. The Complainant selected a temporary billing offset, making the new policy premium effective October 12, 2021. 

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

  Yours truly, 

   

  Grayson M****** 

  Compliance Analyst - Claims 

  grayson.m******@joinroot.com 

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

  
  

  Customer response

  10/06/2021

  For one, my name is spelled incorrectly. I never changed my insurance. I received a push notification on my phone from the app saying to “lower my

  Coverage” which was misleading it didn’t tell me that I would have less options it also didn’t say it was “effective immediately”. It said it wouldn’t change until October 12th. I tried to file a claim the night of my incident and when I opened the app it told me to “restore changes” if it was that easy to restore my policy never changed in the first place. I never received a confirmation email of the new rate. I also paid for full coverage insurance my rate wasn’t supposed to change until October 12th. This place is a scam and I’ve NEVER seen a declarations page a day in my life. 

  

  Business response

  10/15/2021

  This letter will serve as a response to the rebuttal of ****** ******. Root Insurance Company (“Root” or “the Company”) appreciates the opportunity to review this matter. 

  We apologize for the typographic error in misspelling the Complainant’s name in our previous response. By the Complainant’s admission in their initial complaint, they were fully aware that they were making changes which would impact their coverages. As previously stated, all coverage changes were fully within the Complainant’s control. 

  Root’s position remains unchanged. The Complainant removed the optional Comprehensive and Collision coverages prior to the loss occurring. There would be no first party coverage for this loss. 

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

   

  Yours truly, 

   

  Grayson M****** 

  Compliance Analyst - Claims

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

  
  

• Initial Complaint

  10/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was involved in a accident with root insured client on June 17/2021 it was clearly their fault they ran the stop sign an I tee bone them causing significant damage to my vehicle and knee injuries they finally agreed to fix my vehicle after dragging around. But after that they pretty much ignored me when it came to paying doctor bills and reimbursement of lost wages. I called them every day several times a week with no response. Finally after reaching them they offered me less than one week pay even though I was of work for 8 weeks without pay. I refused it an they ignored me again for 2 weeks until I got in touch with the adjuster supervisor. I threatened to get my attorney involved then they offered me only 75% of my loss wages not including the doctor bills and they didn't want to talk about inconvenience or pain an suffering pay then was telling me taxes was going to be taken out before I received anything. So I told them I'm calling my attorney. They said why am I talking to you

  

  Business response

  10/08/2021

  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 previously made settlement offers surrounding the resolution of their bodily injury claim. Upon review, we note that the Complainant has retained an attorney to assist them with the resolution of their bodily injury claim. The claim is open, pending a settlement demand from the Complainant’s attorney. 

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

  Yours truly, 

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

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

  
  

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Root insurance refuse to settle a claim and has written and cancelled 3 checks purposely to cause harm in order to force a settlement. Now they refuse to take calls or answer questions. The have agreed that they are responsible for the claim but won’t fix the vehicle

  

  Business response

  10/01/2021

  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 the payment of their claim. Upon further review, we have determined that an in person inspection is needed for the Complainant’s vehicle. Our claim is open, pending the Complainant providing Root details of the vehicle location so that we can complete an inspection of the damages. 

  Additionally, the Complainant has indicated that they are represented by an attorney. Root requests that the Complainant or their attorney provide a letter of representation in order for us to continue communication with their attorney. 

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

  Yours truly, 

  

  Grayson M****** 

  Compliance Analyst - Claims grayson.m******@joinroot.com

  
  

• Initial Complaint

  09/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried several time to simply cancel my policy. I have been online, on my app and called without ever getting a real person to help me. The directions given by these avenues have been misdirections. There is no way within the app to cancel. I even had my sister and my son (who is a tech specialist) try and the buttons they are telling you to push are not there and lt leads you in circles accomplishing nothing. This can not be legal and is a scam.

  

  Business response

  10/08/2021

  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 a Root Insurance Policy. The reason that the Complainant was unable to complete the cancellation is due to the fact that while the Complainant was listed as an insured driver on the policy, they were not the Named Insured. We are pleased to report that a Customer Service representative was able to provide instructions to the Named Insured, Jordan Boehne, on how to complete the cancellation request. Company records indicate that this request was completed September 28, 2021, and the policy has been cancelled, pursuant to the direction of our Named Insured. 

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

  Yours truly, 

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

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

  
  

• Initial Complaint

  09/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed up for Root insurance 3/11 Had a freak accident 4/24 where my car was totaled. When officers arrived they asked for insurance information which I downloaded the app and provided. I contacted root and have the info for my accident. I was informed my vehicle would be picked up and taken. Few days later I receive another call that I don’t have the proper coverage. 4/28 Mind you I’m now back at home after the accident. I then contact the junkyard where my car was towed to remedy the situation amd they tell me my vehicle has been taken by root. I then contact root to get closure for my claim and each time I’m routed to the claims agent vm I leave a message and no callback. This goes on for months, now in September they have stolen my vehicle and no one seems to have any idea what is going on.

  

  Business response

  09/29/2021

  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 contacting the adjuster. The claims manager has reviewed the file and called the Complainant to discuss the available options to retrieve their vehicle. The Complainant has advised that they would be retaining an attorney to assist them further, and has requested no further communication from Root. Our claim is closed, pending a letter of representation from the Complainant’s attorney. If the Complainant would like to make arrangements to retrieve their vehicle from Copart, the yard information is as follows: ****** **** ********* **** ********* ** ********** ** ****** Their phone number is ###-###-####. 

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

  Yours truly, 

  
  

  ******* ******* 

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

• Initial Complaint

  09/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This place has spoken to five times, and they refuse to change my card walk me through how to change my card I send money in on a prepaid card and they ship it back to void it out so my car insurance doesn’t go through that’s a scam fraudulent company and I don’t want any more dealings with this company thank you please erase my information out of the database!

  

  Business response

  09/24/2021

  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 request to cancel their policy. The Complainant’s policy was cancelled September 21, 2021 due to non-payment of premium. We note that the Complainant has sent a payment to ************* ***. Root Insurance Company has no affiliation with ************* ***. If the Complainant has concerns regarding a payment sent to that company, we encourage them to contact ************ directly. 

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

  Yours truly, 

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

  
  

• Initial Complaint

  09/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My car was parked in a parking lot, and a lady backed into my car. Her insurance company was Root Insurance. The accident happened August 9th 2021 and Root insurance has yet to repair my car or even get in touch with me.

  

  Business response

  09/22/2021

  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 the investigation of their claim. Our claim is currently open as we attempt to make contact with our insured, and verify the time and date of loss. The adjuster has called the Complainant and advised them of the investigation process. 

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

  Yours truly, 

   

  Grayson McClary 

  Compliance Analyst- Claims 

  grayson.m******@joinroot.com 

  
  

  Customer response

  09/27/2021

  The Insured ****** ****** has reached out to me and stated that she had called Root insurance and told them that she admitted to hitting my parked vehicle. Approximately 5 days ago Root sent me an email telling me that if I don't have proof ****** ****** hit my car, they won't cover the claim. WORST INSURANCE COMPANY EVER. I have an email from ****** admitting to hitting my car, I have her insurance card on email. I have sent all of this information to Root Insurance and they still won't accept responsibility for the accident. According to the claims manager, the case is still under investigation. This insurance company is truly an embarrassment for its inept handling of this accident "investigation" What more is there left to do? the insured admitted hitting my parked car?? what type of investigation needs to be done?? seems like pretty closed and shut case. 

  

  Business response

  10/08/2021

  Dear Ms. **********: 

  This will serve as a response to the rebuttal filed by the Complainant. Root Insurance Company (“Root” or “the Company”) appreciates the opportunity to review this matter. 

  We are pleased to report that the coverage investigation has been completed. The adjuster has emailed the Complainant to provide them a status update, and request additional information from the Complainant that will allow Root to complete an estimate for the damages to their vehicle. 

  Our claim is open at this time, pending a response from the Complainant. 

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

  Yours truly, 

   

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

• Initial Complaint

  09/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Spoke with my car insurance ROOT on regards to claim number ********. Mr. ****** ***** sent me a letter stating the other car insurance had accepted liability on the car accident occurred on May. 6th, 2021. Spoke with ****** insurance and stated they never accepted liability, even after I had emailed them a copy stating liability had been accepted. I email Mr. ***** on regards to this claim to which he stated it is out of his hands. I asked for contact information for a supervisor and he keeps disregarding my emails. I would like a supervisor to contact me, and perhaps train their insurance agents on proper customer service ethics.

  

  Business response

  09/21/2021

  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 contacting their adjuster and liability resolution. We are pleased to report that the claims manager has reviewed the file and attempted contact with the Complainant to address their concerns. Their contact attempts were unsuccessful. Our claim is currently closed as we await Complainant direction regarding pursuit of the claim under their Root insurance policy. 

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

  Yours truly, 

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

  ************************* | ###-###-####

*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. ↩