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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:
$10,782.00

Total Amount Settled:
$1,374.00

Complaint Experience

40%

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

10 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
2	Refuse to adjust, relying on terms of agreement
6	Unanswered

10 complaints against Root Insurance Company

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12/16/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $111.49 Amount Settled: $0.00

Customer Complaint

11/13/2025

Root insurance company canceled my Auto Policy and I was still charge $111.49 which I think is completely unfair that they cancel my policy and then they withdraw the money from my checking account on NOVEMBER 8, 2025 Resolution Sought I would like that money return to me since I never authorized that transaction . Just because a company have my debit card information does not mean that Root insurance has the right to charge me what ever amount of money they choose too .

Company Response

12/4/2025

Thank you for bringing the concerns of Complainant Mr. Martinez ("Complainant") to our attention. Root Insurance Company ("Root" or "the Company") appreciates the opportunity to review this matter. We cannot share specific details in this public forum, however the Customer Service department reached out to the complainant on December 3, 2025to address their concerns. We are still working with the Complainant to resolve their concerns

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.

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