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Root Insurance Company complaints

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80 East Rich Street, Suite 500
Columbus, OH 43215 | Get Directions

(866) 980-9431

http://www.joinroot.com

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Total Amount in Dispute:
$7,653.00

Total Amount Settled:
$1,000.00

Complaint Experience

10%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to one complaint presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

10 complaints against Root Insurance Company closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
9	Unanswered

10 complaints against Root Insurance Company

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4/17/2024

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $1,000.00 Amount Settled: $1,000.00

Customer Complaint

3/7/2024

Have been dealing with our auto insurance, ROOT for almost 8 weeks. They totaled my car out and are adding additional charges that are not applicable to the amount they are deducting for the check owed for vehicle, which is "totaling vehicle out". I have provided proof and requested the update for my vehicle. I believe without these additional charges and errors of previous errors on my vehicle's claim, my vehicle would not have been totaled out. Insurance for car rental coverage added an additional $1000 to claim of unused rental coverage. We pay an additional premium for the rental coverage, this is now being used against us in the claim for a total loss. Errors included claiming prior damages that happened due to the accident. Photos of accident were provided at time of claim. Resolution Sought Correct claim and readjust payment amount due. Would really prefer claim to be restarted and properly processed.

Company Response

4/5/2024

As a threshold matter, the Complainant's concern is settlement determination. Our claim is open and Root is happy to report that the vehicle has been deemed repairable and the Complainant has been issued payment for the repairs. On March 25, 2024, Root provided a copy of the repair estimate and mailed a check for $4,594.92 to the Complainant, along with the information regarding the supplement process once their vehicle is under repair.

3/27/2024

RESPONSE: Complaint was not answered Amount in Dispute: $1,000.00 Amount Settled: $0.00

Customer Complaint

3/1/2024

I was involved in a hit and run my car was parked somebody hit me took off Root said they're not going to cover uninsured motorist. I was in shopping at a store when this occurred. It is mandatory to pay for uninsured motors through route, but they will not let you use it. Resolution Sought Stop calling me a liar and process my insurance through uninsured motorist for $250.

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