Root: Better car insurance App Negative ReviewsRoot, Inc.

Root: Better Car Insurance Negative Reviews

4.7
4.70625 star

Total 30 Negative Reviews

Root: Better car insurance App Complaints & User Negative Comments 2024

Root: Better car insurance app received 30 complaints, negative comments and reviews by users. Have you ever had a bad experience using Root: Better car insurance? Can you share your negative thoughts about root: better car insurance?

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Root: Better car insurance for Negative User Reviews

Random increase in bill and terrible costumer service.Root was able to save me about 20$ a month so I switched over but it was a huge mistake. In the 6 months I have had root I have attempted to contact costumer service 3 times and have not been able to get to a real person or get real responses the entire time. The very rare occasion you actually hear back from them all you get is an email with a response directly copied and pasted from the FAQ. And if you try to respond to that email to get more information they won’t respond. It’s very annoying. Also after 6 months they increased my bill from $90 to $150. I have been attempting to get into contact with them for the last month to ask why and have gotten no response. Almost every other insurance company is lowering rates during this pandemic because accidents are way down and people are driving way less but root increased by $60 and refused to tell me why. I was hopeful for this tech startup but it looks like they are way out of their league. I would never want to have to depend on this company if I was in a accident. I wouldn’t recommend root to anyone and have actively talked people out of switching..Version: 175.1.0

Not worth the timeI’ve heard of root from a few other people who were tying it out. My past payments with State Farm wasn’t too bad, but who doesn’t want to save money even more on insurance payments right? Well I decided to try it out and even the app seemed easy and user friendly with a couple cool options. Anyway during the so called review I noticed that my driving progress to a 6 and said good for the majority of the 3-4weeks. I drive a lot to get to and back from work, and I’m very good. I don’t have any caused accidents on any of my past insurance records. The app always said I was in the “good” area but the gauge never seemed to move. Well today I see that Root has taken another payment out of my account without my say so. So I opened the app to see why that was, and kinda assumed it was because I was approved for that rate...well that wasn’t the case. I was told that they’re not a good fit for me and I had to cancel either now or in a couple of weeks, but either way they won’t insure me. But they sure still took that money out of my account before stating this. I emailed them to see if we can at least resolve this payment issue but of course was told that it may take up to 48hrs to get a response. Hopefully this review helps anyone considering switching insurance..Version: 110.0.0

Test drive is not free!I wanted to give this a try, because I’ve been seeing ads for this everywhere and in concept it sounds like a good idea. However, they make you switch to their insurance in order to do the test drive which will give you the final quote. While they did match my current insurance companies 6 month premium for the initial test drive period, I do not immediately want to immediately cut ties with them because I have boat, and renters insurance bundled through them which I am getting discounts from (and additionally, if I cut ties and join root, there’s even a possibility that they will raise my premium if I don’t score well on the test drive, and i’ll have to go back to my previous insurance company anyways!). Also, they give an option to stick with my current insurance company but also accept their mandatory insurance in order to do the test drive (but who in their right mind would simultaneously pay for two car insurance policies on the same car when it’s not guaranteed that your final root premium will be lower after the test drive). I do not understand why I can’t do the test drive without switching to their insurance. They should offer an option to do the test drive, but not be insured through them during the process. If you have your car insurance bundled with other things in your current policy (which you are receiving discounts from), do not give root a chance. What a shame!.Version: 119.0.0

RidiculousI switched to Root and it was way cheaper and better coverage for the first 6 months then after 6 months when it was renewal time I thought nothing of it cause no accidents no changes at all no tickets literally everything was the same from when I first signed up my driving report card was the same everything including my coverage i didn’t raise my coverage or lower it but somehow my rate tripled I called and asked and they said it was the government’s fault so I canceled and went back to Geico and the moment I did that then all the sudden I had a referral credit so I asked the person I referred when they tried out Root and they said they tried it out 3 months before right after I referred them so I feel like they held back my referral credit until I canceled cause they say it only takes after your referral finishes their test thing which only takes a month. So idk why my rate went up they told me they didn’t know and that they didn’t have underwriters so I asked who decides the rates and they said they do and said so someone has to be able to tell me why my rate went up and all I got in response was it’s because of the government and I asked what that meant and the rep said she didn’t know so I can’t recommend this company at all.Version: 151.0.0

ROOT INSURANCE IS A SCAMDuring this Covid-19 pandemic, like many I was unable to work and found myself barely having enough money to eat and pay bills. I couldn’t afford to keep my currently policy so I went on a search for a less expensive option. I found Root. I paid for 30 day auto insurance policy up front as required. The company requires you to take a test drive for 30 days. During that time you will be scored on your driving. Then the company will let you know if they can continue to cover you. The whole time I’ve been seeing “Good job” messages on the score board. According to the app, if you are in the green you’re doing good, red means bad. I’ve been in the green the entire time. I have 6 days left to test drive and I receive an email saying that my policy is being cancelled for failing to achieve minimum telematics score. I immediately called to ask what that meant. The company rep that answered my call said the company doesn’t tell them what that means and he doesn’t know what that means or why my policy was cancelled. So now I’m uninsured, out of the money I paid and my policy was cancelled early with no offer of a refund of the difference. Root preys on those that don’t have a lot of money to pay up front for auto insurance by offering incredibly low prices. I was scammed by this company. DO NOT USE ROOT INSURANCE!.Version: 164.0.0

They will raise rates for zero reason beware.I’ve had it for two years. Started at $400 for 6 months. Every renewal it has gone up. I’ve had no tickets and never filed a claim what so ever with them and I am also not tracked anymore so the reason for the increase is literally just because they wanted to increase the rate. Now they want to charge me 875 for 6 months. I’m searching for a new insurance company as I type this. I’m not paying for this trash company anymore. UPDATE: I have switched to progressive and am now paying $386 for 6 months. Root has a track record as you can see from all the comments from everyone else on here. They offer a low rate at first then will steadily increase your rate for zero reason. They respond to your reviews trying to absolve them self's from being in the wrong but they are the ones in the wrong. I would highly suggest using them for the first 6 months then switching at the first sign of an increase. Don’t fall for the rate increase and trust me they will end up increasing your rate. Also don’t fall for their chat GPT responses to these reviews. They are doing their best to cover up their shady company. I have a perfect driving record there is absolutely no reason for my policy to increase more than double with zero incidences on my record and zero claims with them..Version: 293.0.0

CLAIMS IS AWFUL!I have been in 2 incidents first one was someone hit me and it was to the point I gave up because it was a dent. Second claim was my fault and I’m trying to get it resolve! I pay for premium where it’s maxed out and I can’t get answer the phone for 1 week after I file a claim. So I posted something negative on Facebook and they got back to me right away and someone called to tell me someone else will be taking care of it. Are you kidding me! I’m about to file a complaint with BBB. I rather pay more with better claims service from a different company. If you read all the reviews for claims they are awful. I have yet to find 1 good review about their claims. And if you look at the negative reviews it the same response “We’re so sorry to hear about your accident. We're working diligently to improve our claims process and have passed along your review to our colleagues in Claims. We hope you have a resolution soon. Thanks.” All they do is copy and paste. They truly don’t care. I have seen claims where it’s taking over months to get resolve. That’s a nightmare I don’t want to be in. I’m telling my friends and family to stay away. And that is why I am writing this review. I never thought I would be in an accident but it happens. And this is the most stressful situation I don’t want anyone to go through!.Version: 91.0.0

I wanted to like itI tried Root before, and I had some issues, but after speaking to their representatives, I was assured that I would no longer have issues. I initially signed up, for full coverage at $200 a month, it went up to $260, and now has increased again to $310. Throughout my entire test drive, it showed that my score was a 10 out of 10. That score immediately changed the day that they were finished with my test drive. Somehow I dropped down to a 7 out of 10. Very focused driving, very smooth breaking, and I have had one late night drive, to pick up a friend of mine at the airport. Other than that, I don’t know why I had a price increase. I read a lot of other reviews on Facebook, and social media, and people complain about the fact that their rates continue to increase. I know this is not everyone, but there’s no reason as to why a rate should increase, if there has not been any accidents or claims. It’s very difficult to get someone, or a live person on the phone. I don’t like how the system predicts if you were the driver or a passenger. I work at a car dealership, and when people take a vehicle out on a test drive, and I am with them, I cannot control how they drive the vehicle. But all I can do is try it. The system that they use is very flawed. I’ve had three increases in the last 30 days. On top of that, I also found out that after 60 days, it may increase again..Version: 203.0.0

Claims is a nightmareI got into an accident a month ago. I still have yet to know what my settlement is, where the paperwork is going, if it has even been sent. This has been a complete joke and I regret ever joining this company. My total loss adjuster never answers me emails except for in the middle of the night, my PIP adjuster never answered any emails and then randomly calls one day and says the paperwork was good and went through. I’ve asked so many times if I could take the totaled car off the policy since I’m not driving it and got no straight forward answer. So now I’ve paid for a car that I’m not driving because I don’t trust this company to not be shady about things. When I had State Farm, my accident was done and cleared within a week. Totaled, paid off, and claims done in a week. There is absolutely no reason why this has taken almost a month to be resolved. I’m disappointed and upset that this is what has happened. I’ve dished out money for this stupid company on a car I’m not driving and my adjusters don’t have the decency to keep me in the loop. I have to call and email numerous times for even a basic response. This company is complete crap and once my claim is done, which will probably be in another 10 years, I’m leaving and never coming back. I’ve also already emailed the company about this complaint and haven’t heard back either. What a shock..Version: 229.0.0

Cannot change payment frequencyWith their app you cannot change your payment frequency from once every 6 months to monthly. I made the mistake of paying my entire policy the first time, since I had my tax refund available. I contacted them numerous times to change my payment frequency and they repeatedly told me I could do that myself in their app. There is nothing for me to click on the payment frequency tab. It only tells me my payment is due every 6 months! I checked my email this afternoon and, since I got paid Friday afternoon, they had emailed thanking me for my payment!!! They took out the entire 6 months which only left me with $38 in my account for my electric and water bill, groceries, gas to get to work, getting my car tagged, transferring my driver’s license, paying credit card and computer bills. Needlessly to say I am infuriated because I could NOT afford to make that entire payment!!! Others charge more but have more options and will work with you on making payments and make changing stuff easy. When I start making more money (hopefully next month) I will cancel my policy with them and never use or recommend them again! Also shortly before my renewal came due my score dropped from 10/10 to 6/10...... odd.Version: 123.0.0

Be careful as they are not transparentIt’s not the first time I see an insurance provider is trying to adopt technology with the traditional ways to offer a service which is unique and affordable but this one unlike others are telling you just a small portion of all you need to know. The one star rating is what they deserve for the app that you can check your driving style and find out if there’s an area you need to try more but what if it ended up with a high score and they are still believing that it’s not for you?! I am trying to give anyone of you guys out there to give a head up as they are not just looking at the way you are driving but on top of that, how often you drive and where. The answers to these questions are way more important to them than how you did pass the test drive so if you really desperate in getting a great offer and you are a professional driver or someone who drive a lot whenever you drive, just try to either shut your phone down or don’t even bring it with you. For people who are not honest and transparent, I believe, we have to react the same way but in general it’s always like an insurance company who is better to know as minimum as possible. I know these people are issuing policies with discount and if you are desperate to get one (I wasn’t and thank goodness) I just gave you the hint..Version: 72.0.0

Just falseI downloaded root which seemed like ages ago, and I was relieved to see it may be something new! I’ve had sky high car insurance since my first accident and I’m a teenage male so you can guess why. I was look upwards to 300 just for liability only! So I wanted to get something different. It had been a year since my accident and I learned more and more how to drive safely and so I started the test drive. My first complaint is the fact that after it had been the 3-4 weeks... my test drive never rendered as done. I contacted root and received delayed responses and excuses and after I was told the issue was solved I got back on only to find the app saying there was an error and to contact customer support.. again. After everything worked.. finally. I was just hit with more disappointment. The exact same as my insurance I had, more so in fact. Reaching upwards of 400 dollars. I was obviously under the impression this app does not discriminate against age or gender in determining you score but I guess I’m still too much of a liability to get affordable insurance. Now as I said this was months ago and I don’t write bad reviews because let’s be honest, who cares? You’ll download the app anyways. But for the one person who reads this.. please don’t waste your time..Version: 166.0.0

Good insurance app but prices could be betterOverall rating 3.5/5 a 4 would be great and a 5 would be excellent. Root just doesn't make it that far up. App is good. Easy to use. Everything you need right there. Price: You should really shop around insurance though. Started small $120 a month then progressively got higher and higher over a 3 year period. My current plan is 189 and renewal went up to 216. Plan price was $900 for 6 months. I found Allstate with $554 for 6 months. Nearly half the cost for the same options. Just be aware. Claims: Not too terrible. I've dealt with worse insurance people. The claims folks are pretty hard to get ahold of. Also if you file a claim. Make sure you call the claim agent. I waited 4 hours for a call and they never called so you gotta do the calling. Potential fixes: Hire better quality claim reps. Some aren't good at customer service. Despite what going rates are and what other companies do, set the bar even higher and undercut the other insurance companies even more say $50 insurance and promises of insurance not being raised. I might come back then.Version: 248.1.0

It was good, at first.I got this insurance as my first insurance company. At the time it was the cheapest option for me. At my renewal periods every time the price just kept going up until it was at 180$ for a older car and I’ve had no accidents and not tickets or anything! I couldn’t understand why it was going up. I emailed to ask why it went up the first time and it had to do with rates in my area. (nothing based on my driving like it says) there are many people in my area on root and theirs were going down while mine was going up which didn’t make sense. I stayed with root because i liked it. But, it went up again! This time I didn’t get a response from cs. Well, this month I got a new car, 2020, so I knew it was going to go up. They were charging me $213 I had no rental coverage and I had to lower a lot to pay the price that wouldn’t be to bad for me. Well, I did a quote with Geico and I actually have rental service now and I pay 154. I think that’s the lowest I have. I loved root at first but it just kept going up and didn’t work for me anymore. Keep that in mind!.Version: 173.1.0

They used to be fairI’ve been Root for a little bit now I think since 2017, when I first bought my car with everything maxed out it was $89 I couldn’t believe it. But since that time I’ve had to downgrade my insurance and I’m still at almost $200 now!!! I would say, get a insurance company that’s willing to work with you. Root does not work with you at all! Every insurance company I have ever been with they’ve always giving me some sort of discount or, hey you’ve been a customer for a long time let me take care of you. Nope not Root I really don’t think they care to be honest. But if you’re able to get a great rate I would say stick with them for about six months and then leave, otherwise they’re going to be taking advantage of you. Oh yeah by the way I’ve never had an accident or ticket that would cause this huge increase. But always remember they will NOT work with you on pricing. I also like to mention, they never give you straight data on why your prices are increased this is why I think it’s a bait and switch type program because they get you with that initial first good deal and then they increase your premiums by double, as they did with me.**update** Liberty Mutual is $25 lower and slightly better coverage also Rory did nothing about me leaving or the fact that I was a member since 2017.Version: 213.0.0

Good concept, not well appliedI think Root has great potential, so far the app was simple and interesting idea to me, to be given a quote actually based on your driving just like it should be, and I did the test drive of 2-3 weeks and now I finally got my quote only to be disappointed to have waisted my time and hopes up. I got a quote of 313 dollars just for state requirements monthly when in the test drive I was able to get a 8 as my driving score. I felt disappointed because I actually pay about 120 dollars for insurance monthly so my current insurer is actually giving me a much better deal than Root promised to be. I don’t think that the app is being completely unbiased when it Gave me my quote, I think because of the fact that since Im an 18 year old driver and because most teenagers and younger adults like me tend to be the bad drivers, but I never thought that would be a problem since I am currently about to be a college student who works a part time job and of course was looking to get the best deal in insurance and what better place to look than an app that insures based on driving experience and good driving? I hope In the future maybe i could get a lower quote as I truly thought I’d find a better quote here where a company insurer might see that i am actually a good driver, instead of the reckless driver that most people my age are.Version: 75.0.0

Not very reliableThe app seems great upon first look. But honestly root will cancel your insurance for any and everything. No extension available to pay at later date so if you pay late they automatically cancel your insurance and wont allow you to restart for a year, Supposedly. After a year they still will not allow me to use insurance. Sometimes the app loadsa quote for me and sometimes it claims nothing can be offered to me at this time. Customer service agents are kind and respectful but ultimately cannot offer any assistance. They can only tell you, that whatever message appears on the app that’s what goes… I am ultimately dissatisfied and disappointed with root. I saw potential with them but after the faulty app and zero support from agent. I cannot recommend this to anyone. It’s cheaper insurance for a reason. You will get exactly what you pay for. Little to no actual insurance and no help if your ever in an accident root will most likely just cancel your policy and never cover you again. Please look elsewhere Most positive reviews are from people who have only had the app and service for a month. Basically brand new customers who have yet to see what happens. Again great idea and seems nice at first. But root insurance will disappoint you when you need them most 💯.Version: 287.1.0

A scam and they are deleting negative reviewsI recently realized i still had this companies app after switching companies a few months ago. i vividly remember being so angry they raised my monthly rate by $50 without even so much as a traffic ticket and a near perfect driving score- on a car i drive once a week IF THAT, i left a one star review saying all this and that another company major insurance company quoted me a rate $20 cheaper. guess who’s review is no longer here? if you guessed mine, you would be correct. they removed my previous 1 star review and i hate this company so much i’m willing to take my precious time to write another one. stay away from this company. they quote a great starting price, but after the first year- even if you’re a perfect driver they WILL raise your rate with barely any notice. when you ask why they’ll say it’s “state expenses” and that they have no choice. which is wild, because again another MAJOR insurance company (flo- as a hint) has quoted me $20 cheaper in rates. interesting how a larger company with more employees, better customer service, and better coverage can somehow afford to operate in my state without these so called fees being passed to me with zero notice AND give me a cheaper rate. i tried root twice and regretted it each time. stay away from this scam of a company..Version: 272.1.0

Wish I can leave no stars!I decided to try out Root due to it being hard finding a good insurance company that affordable for me. I understand with me being young and all, but that shouldn’t affect an insurance rate when I been driving for over 3 years now and haven’t been in any accidents. I thought that root would be a great fit for me, but I guess I was wrong. Root was affordable, which is an aspect I like. But they had to collect data from my phone to do a test drive and I was okay with that. All they asked for was to not tailgate, don’t break hard, and focus on driving more then being in the phone. And I did all those things. My score was in good standing, and they told me that it was going to be a 30-day test drive. Why did they deny me insurance on the 9th day? Score still says I was doing good. I contacted Root by email to ask what was going on and what I did wrong, they can’t even correctly tell me. One email says I failed to do a “telematics” test, and the other says they collect data through the app for my driving behavior? Like what? The app clearly says my score is good. So at this point, I’m not sure what to do. Due to a lot of insurance companies not insuring Hyundais or Kias due to the high theft rate. So yeah, I don’t recommend root if you don't want to be disappointed for nothing. Just a waste of time. On the bright side, you do get your money back, and on the dim side, they take away some of it because they “insured” you for a couple of days.. like okay..Version: 278.2.0

Worst Service EVER!I was first excited to do the test drive, patiently waited and my test drive took longer than normal. Literally almost a full 30 days. After completing the drive it said something went wrong and to call support. I did so. Customer service said I had an old account from 2017. While true root was new at the time and service was not available in my area. So I deleted the app. Well due to that Ild account they told me I would need to create a whole new account, new email and all. Ummm...couldn’t have told me something was wrong earlier. To boot when I had issues and emailed support they NEVER got back to me till an automated email was sent and I replied to to automated email asking if my issue was resolved. It most certainly was not beside you never got back to me. When someone finally did they sent a generic copy and pauses answer, as if they didn’t even read my email so my question wasn’t answered. I’m not going to test a company with my car if they can’t even respond to me in a timely manner. What if I was in an accident!? You trust you would help in a timely fashion then when you can’t respond to simple matters? I think not! Worse service possible..Version: 149.0.0

Demanded payment during COVID-19When COVID-19 happened my husband lost his job and I was not working due to being temporarily disabled ( so no unemployment for me). Root insurance differed our payment until all of the sudden (July 1) I received the email saying that from now one we will have to start paying our bill. I called Root insurance and their representatives told me that we have to start paying for the insurance because our state went to the next state of reopening. I explained that because the state has reopened doesn’t mean that everyone got their job back ( in fact non of our friends got their job back). My husband doesn’t have a job since March 17 and we still didn’t get our unemployment for 15 weeks already but root insurance didn’t want to hear any of that, they demand that we pay our bill or we don’t have insurance anymore even when I told them that every month we don’t have car insurance DMV charged us 250$, they didn’t care!!! So much for help to people who already struggling!!! Non of our other bills emailed us and demanded payment during this hard times, tells you a lot about how much a company cares about their customers. Shame on you Root Insurance!!!.Version: 171.0.0

Waste of timeGetting started was super easy. Used it for the first week or 2 not bad. But there is a couple of unfair thing that I would like to mention. When it come to braking that easy, but when there’s other rude driver requiring you to brake like crazy, just ruins your braking score. The more safe I try to be the more my score drops. Secondly I drive with my phone next to the cup holder with tend to moved around often but mostly sits still. And when I’m riding with someone it’s in my pocket which does the exact same, so it thinks I’m driving. And lastly false advertisement, because they said they will cover “good” driver. My score was around a 6 & 7 with they said is good. After finishing my test they said it’s best if I look for another provider. So if you expect me driving safer than a uber driver and sometime extra safe with my newborn brother in the car would be cover by root, don’t bother. But if you do, think of how drivers are in your city or state and if you have friend or family that drives unsafe and you know you’ll be riding with them. But if your city has good drivers and only you’ll be in a car driver then go for it..Version: 65.0.0

WORST insurance company everHave you been stranded in the side of the road on a cold night? You expect your insurance to send someone to help.. does ROOT.. NOPE . They let you stay stranded because they cannot find a reasonable price from a local tow company that they deal with.. they say. Sorry you can try to handle it meanwhile you sit in the cold at night in the highway… Better yet.. has someone crashed into your vehicle and you report a claim the same day.. you expect your insurance to call immediately or soon.. does ROOT do that? NOPE. The police had to call the tow company.. then after the day comes to an end there’s no contact just an email with a request of pictures… you get contacted the next day right!? You have to you have no vehicle , no update.. wait !! They don’t do that either.. So I call to see what’s going on.. oh they can’t answer because of a meeting. Next day! That’s 3rd day. Does ROOT CALL? Nope.. they want you to suffer… so you call again angry and frustrated because where is the insurance company you dump your money into?? Nowhere to be found. Just like to play roundabout games .. they are horrible and recommended everyone stay away . Unless you like to suffer.Version: 252.0.0

Not as advertisedI’m giving this car insurance a bad review, because their integrity to what they advertise is questionable. They give you a low rate and just being with them a little over 6 months I’m experience an increase in my price. Being that your rate should be in correlation to your driving, my driving has being excellent with this company, a rating of 10 out of 10 and rather than being rewarded for my good driving, as they advertise, it is vice versa. When I reached out to them, regarding this concern and disagreement I had, I basically get “oh well, deal with it”. It was handled in an unreasonable and black and white manner. As pointed, their integrity does not stand by what they represent. I would like to add that they state there is many reasons ones rate can change. Apparently reasons have come to raise my rate and then when I ask why, there is no explanation to what those reasons are. They say they give you a customised rate, but raise the price for other reason which doesn’t adhere to this so called customised rate. This doesn’t feel like a good driver reward or a means to insure good drivers, so that one doesn’t have to pay for the accidents of bad drivers or whatever others mysterious reasons there could be. This doesn’t seem to stand by what is said..Version: 122.1.0

Terrible customer service... among other thingsI paid 440 dollars for 6 months of insurance on my Honda Civic and that was awesome to find insurance that cheap. Then it says it wants me to drive around and get data and it tells me that im going to be tracked all the time. Thats not going to happen... I have 2 different cars my daily civic and another that i take to the racetrack. I dont want them raising my rates because i drive my other car hard at the track. Once i figured out they were going to be tracking my every move, I immediately cancelled the policy. I cancelled it some time last week and still have not gotten my pro-rated refund. That refund should be close to the full amount because the car was insured for literally 15 minutes. I have contacted them multiple times about it the past week with no response. But then they send me an email that says something like “your driver score came back would you like to see the results”. That was AFTER i cancelled the policy. They are going to send me an email that says that but they wont reply to my previous emails. I am very disappointed, and i should have read the reviews. Dont get this insurance if you like good customer service..Version: 204.3.0

Discriminatory against First RespondersI am an EMT on an ambulance which requires what the test drive would consider “risky driving”. For example, the ambulance will undergo hard braking, quick accelerations, sudden turns, etc. All is done with due regard for the safety of the public and ourselves on the ambulance. However, the test drive can not be turned off during my working hours. I also cannot control when I am in the back of the ambulance and my partner may be driving. The test drive is picking up all of this data for times when I am not driving my personal vehicle and the driving circumstances are different than regular driving patterns. I have a spotless driving record, never been involved in an accident, and never even been pulled over by a police officer. According to the app, I am a risky driver and uninsurable by Root. When I called customer service they also banned me from ever applying for insurance through them again saying my drivers license number was recorded in their system and flagged. Very unimpressed by the customer service. I would have loved to pursue other options for car insurance. It is a shame that Root will not be a future option for myself. Moral of the story: if you are a first responder and might have the slightest chance of driving emergent, don’t waste the 2 weeks of time and the waste of battery from this energy consuming app..Version: 152.0.0

Rough toward the endWe started using root in march. it was cheaper than our previous insurance by $210/month ($584 to $374), plus we paid the price for one month of insurance instead of paying extra as the down payment! they were very understanding throughout the beginning of the pandemic. we still made our payments on time or within the grace period and had a driving score of 10/10. we didn’t drive very much because we lived on site of where we worked. this being said, we never had to file any claims or accidents. when september came around, it was time for our policy to renew. i checked to see if our rate stayed the same or even lowered. it was increased by around 60% (from $374 to $598, which was more than our previous insurance). i was confused, so i went through the FAQs to figure out what was going on. they didn’t answer my questions, so i personally e-mailed an agent. i waited 10 or 11 days before resending my email, only to get a response that they were checking with their team to see if they can explain why my rate changed, but said it would take up to 15 business days. this was a frustrating process from start to finish. we ended up switching to another company yesterday since the payment was coming up and we hadn’t heard anything. our experience was great until the very end. i just think they need to lay off on how much they skyrocket rates at the end of people’s policies..Version: 184.0.0

Almost got kidnapped!!I recently ended my policy with them and should have a long time ago. I requested road side assistance some time back because my car ran out of gas and it took hours and hours for someone to finally arrive. When the man arrived for roadside assistance he asked me to go with him to the gas station to pay and me never being in a situation like this before thought I guess this is the normal process? Once getting in his car he had an inappropriate sign in the car that made me uncomfortable. Eventually while driving he was missing every turn his gps was directing him and I was so freaked out I considered jumping out the vehicle. Luckily I was able to get him to pull over. All I got was an apology from root! Like what do you mean “sorry that happened to you.” I even had witnesses at the gas station we pulled over to who agreed I was not in a good situation. I don’t even know if they reported the man. They never followed up with me! I should have left root then. Then recently have been having issues with there customer service. Don’t get root. You’ll have trouble getting a hold of anybody too. Their rates aren’t even that good! McKenzie ward an employee is terrible too. Very poor customer service from her. I was lucky if I could get her to respond and she writes at about a 5th grade level if that. She literally lectured me over the phone how busy she is like mam please keep it professional. Just thought she could use a shout out!.Version: 287.1.0

Predatory Practices and Terrible ServiceI joined Root just over a year ago as the first insurance I’d have for my car. The initial week I was careful to maintain a perfect scorecard for driving, literally 10/10. They then go and raise my rate up $40 from the initial quote, even though by all measure they gave I showed them a flawless report card. Then six months later, we are in the pandemic and they raise my rates another $20. I don’t mind much at the time as I know that rates change. Here we are 6 months after that and it has gone up another $20, now more that $80 more than what Root told me I would be paying monthly. Due to the pandemic I have lost my job in the food industry twice, and after the second increase I reached out over email to try to work something out and possibly lower my rate while I struggle to even pay rent. The responses over email I got essentially told me that they weren't going to do anything. This is of course after several emails of them not addressing my actual issues I came to them with. Terrible customer service. Deceptive and predatory. Absolute trash. Avoid Root insurance like the plague... or I guess to be more relevant, avoid it like your insane COVID denying relatives. If I could give 0 stars I would..Version: 194.1.0

Artless Scam of an AppI cannot stress this enough: do not use this app’s driving safety assessment... Not only does this function track movements of your phone to determine distracted driving and hard braking to - they claim - reward safe drivers. It does so without explaining how it determines whether you are the driver or the passenger in a vehicle. As if that’s not enough of a rogering for consumers, as I neared the end of my 30 day assessment cycle, I happened to not drive that often. In checking my “results” that last week in preparation for paying my premium, I saw that one of the metrics they score jumped FOUR points after days of not driving. Even worse, in checking the last two days of my assessment period - again, days I did not drive - my overall score dropped a full point with no new input over those final two days. The end result was that the rate I had paid for my first month, which was already higher than my prior policy with the assurance that that was the worst case scenario and would drop to represent their savings claims, actually jumped about 20% after that mysterious drop in my score. If you want to get screwed, this is the place for you. If you expect a company’s advertising to contain a little corporate integrity...definitely try another company!.Version: 185.0.0


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