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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:
$15,027.00

Total Amount Settled:
$1,374.00

Complaint Experience

25%

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 some complaints presented to them.

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

Complaint Closing Statistics

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

Complaints	Type of response
2	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
1	Refuse to adjust, relying on terms of agreement
9	Unanswered

12 complaints against Root Insurance Company

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9/25/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $7,000.00 Amount Settled: $0.00

Customer Complaint

9/3/2024

We were customers of Root. They left us stranded during a roadside mishap 2 years ago. This August 3rd our van, that we not only live in, but was full of our stuff as we were moving back to Colorado. Our car caught fire in west Virginia. It is a total loss. They ignored us then refused the claim. They will not give us the report or video or photos. I lost my phone, so I couldn't take pictures. It was in the van. Hubby got a 2nd ° burn trying to put out the fire. Root will not give us a dang dime. We are now homeless. This is why people go homeless, because these companies kill us. Resolution Sought I'd like a real settlement for not only the van worth, but our emprovements but our belongings as well. We made it our home. Now it's gone. Root said they would take care of us. They never did. If I have to sue I'm suing for mental physical hardship. And it will be way more than the 7k I think is fair. We lost everything. Things we can not replace.

Company Response

9/13/2024

Company states: As a threshold matter, the complaints concern is settlement determination. Our claim is closed. At the time of the incident this vehicle was insured with route insurance. The insured parties did not elect comprehensive coverage and therefore their claim for fire damage to the vehicle was denied. We spoke with our primary insured on August 5th 2024 by phone to explain the coverage denial and also sent a letter by mail and e-mail on that same date. If you have additional questions or require additional information, please contact the undersigned.

7/10/2024

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $374.00 Amount Settled: $374.00

Customer Complaint

5/31/2024

On May 9th I called Root Insurance in regards to our policy increasing a $100 within the 6-8 months we've had them. No tickets no accidents no claims. I shopped other companies and got better quotes. When calling Root they requested my mother to be on the phone before we went any further. We were all on speaker phone together till the very end and my mother went through all her verification questions just to give me full authority of the account. I told her we are canceling the policy today and have a new agency while my mother again approved it. However 9 days later we are charged. My mother has included me in all conversations, She has verified everything. i have verified everything every way they requested. By the only phone number and 2 emails they have for the only 2 people on this policy. This is past ridiculous and has become harassment. There is no way this business is this incompetent. Seems like they're trying to keep this account active so they don't have to return our money! The only verification left is to see them in person. Resolution Sought Stop acting like they cant read hear and understand English and return our money instead of harassing with the same response needing verification when we are all present in the same conversations by phone and emails confirming everything they have required.

Company Response

6/28/2024

The Complainant's concern is related to her claim that she had verbally requested to cancel her Root Auto Policy on a May 10th phone call with one of our Customer Service Representatives, and that subsequent attempts at canceling her policy have been met with difficulty. Upon reviewing the call which occurred on May 10th, in which both Ruby Poe and W. Taylor were on the line, we were able to confirm that there was no request made to cancel the policy during the call, contrary to her claim. Nonetheless, we reached out to the Primary Named Insured, Ruby Poe, to resolve the issue. we can confirm that the policy has been canceled, backdated to May 11, 2024, and that a full refund of $374.33 has been issued.

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