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How our car insurance claims work

From rear-ending to cracked windshields to severe weather damage, we take care of you when things go south—starting with an easy way to file car insurance claims through our app. While every claim is different, here is the basic process you can expect in a few common situations.

For example, let’s say:

  1. You rear-end a car.
  2. Your windshield is cracked.
  3. Your car won’t start.
  4. You got hit.
  5. You have storm damage.

  1. Oops! You rear-ended a car on the way to work.

  2. When it’s safe to do so, open the Root app on your phone.

  3. Tap on File a Claim to submit your claim through the insurance app and let us know what’s going on.

    For the fastest experience possible, have the other party’s insurance info and police report number on hand.

    Report a claim app screen

  4. Snap some photos of the damage to submit with your claim.

    We provide an easy guide for the whole process.

  5. We assign you a claims expert and get to work assessing the damage and negotiating repairs.

  6. You have Liability coverage, so we’ll cover damages to the other car and any injuries to others in the accident.

    We cover you up to your chosen limits.

    Liability coverage

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  7. If you have Collision coverage, we’ll take care of any damages to your car.

    You may have a deductible.

    Collision coverage

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  8. Have Rental coverage? High five!

    We’ll help you get a rental car or send you Lyft credits while your car is being repaired.

    Rental coverage

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  9. We’ll be in touch to complete your claim.

    Once you’ve filed your claim, your claims expert will contact you to provide any next steps and to update you with the process. Be sure to keep your contact information up to date in the app and to stay in touch with your claims expert throughout the claims process. This will ensure the fastest processing time.

  10. Everything is awesome again. Let’s celebrate by driving safely.

  1. Oh no! Your windshield is cracked.

    broken-glass Created with Sketch.

  2. If you have Comprehensive coverage, we’ll cover your windshield repair. (Hurrah!)

    Comprehensive coverage

    View details

  3. Open the Root app on your phone.

  4. Tap on File a Claim to let us know what’s going on.

    Report a claim app screen

  5. Submit your glass claim and schedule your repair appointment right in the app.

    We partner with Safelite, and they’ll handle your glass claim, whether you choose to have them make your repairs or go with another company. Safelite will send us the bill. Some limitations do apply.

  6. If the windshield needs to be replaced, it’s the same process as above.

    You may have to cover your deductible.

  7. You drive off with a windshield you can see through! Safe driving wins again.

  1. Your car won’t start. You need a tow truck, stat!

  2. Good thing you have Roadside Assistance.

    It's included with every policy.

    Roadside Assistance

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  3. Open the Root app on your phone.

  4. Tap on Roadside Assistance.

    Prefer to use your own towing company? We’re cool with that, too.

    Roadside-assistance app screen

  5. If your service is under $100, you’ll be completely covered as long as the vehicle is on your policy.

    Limitations may apply, click here for more info.

  6. You can use your own Roadside Assistance provider. (It’s up to you.)

    Email your receipt to [email protected] for reimbursement.

  7. You get the assistance you need. We feel like superheroes.

  1. A car rear-ended you in heavy traffic. What a bummer.

  2. Get the responsible party’s insurance information and report the accident to their insurance company.

  3. Open the Root app and tap on File a Claim to submit your claim through the app and let us know what’s going on.

    This way we can keep an eye on things and help you out if needed.

    Report a claim app screen

  4. Snap some photos of the damage to submit with your claim.

    We provide an easy guide for the whole process.

  5. If the other party's insurance takes care of things, great!

    Just keep in touch, and we'll close the claim when everything's in order.

  6. But sometimes the person who hit you doesn’t have insurance. Uh oh.

  7. If you have Collision coverage, you’re good to go! We will cover the damages to your vehicle.

    There may be a deductible.

    Collision coverage

    View details

  8. Were you injured in the accident? If you have UM/UIM, we’ll take care of your medical bills, too.

    UI/UIM will cover you up to your chosen limit.

    UM/UIM coverage

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  9. We’ll be in touch to complete your claim.

    Once you’ve filed your claim, your claims expert will contact you to provide any next steps and to update you with the process. Be sure to keep your contact information up to date in the app and to stay in touch with your claims expert throughout the claims process. This will ensure the fastest processing time.

  10. You and your car are all fixed up and you can get back on the road.

  1. Yikes! Your vehicle has been damaged due to a storm or natural disaster.

  2. If you have Comprehensive coverage, we’ll cover your vehicle’s damage. (Phew!)

    You pay your deductible, and we pay the remaining costs.

    Comprehensive coverage

    View details

  3. Open the Root app on your phone.

  4. Tap on File a Claim to let us know what’s going on.

    Report a claim app screen

  5. Snap some photos of the damage to submit with your claim.

    We provide an easy guide for the whole process. Practice caution and only take photos of the storm damage to your car if it’s safe.

  6. We open your claim and get to work assessing the damage right away. We’ll be in touch with you as soon as possible.

    Make sure to keep in contact with your claims expert to keep things on track! Otherwise this may take longer. During times when we receive a high volume of claims from a severe seasonal storm or other natural disaster, we make every effort to respond as quickly as possible.

  7. Have Rental coverage? Great!

    We’ll help you get a rental car or Lyft credits while your car is being repaired.

    Rental coverage

    View details

  8. Your car is repaired, and you can get back on the road. Yay! Storm conquered. Drive on.

FAQ

  1. Which states are you available in?

    Arizona, Arkansas, Colorado, Connecticut, Delaware, Georgia, Illinois, Indiana, Iowa, Kentucky, Louisiana, Maryland, Mississippi, Missouri, Montana, Nebraska, New Mexico, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Texas, and Utah. We’re rapidly expanding into other states, too — check out our availability map to see if your state is coming soon!

  2. What qualifies me as a good driver?

    Braking, speed, turns, times of day, miles driven, and driving routes are all considered when calculating your quote. You basically just need to follow the rules of the road and be mindful of other drivers when you’re behind the wheel.

  3. Are you a real car insurance company?

    Yes. We do not represent or front for any other company, and we are backed by the biggest reinsurers in the business. When we started, we didn’t intend to become an insurance company, but we found it was the only way to fix a broken system and make insurance fair. We have fully embraced this challenge and our team is determined to change car insurance for the better.

  4. View all questions

Still have questions?

  1. What can I do to protect myself and my car in the event of a flood/tornado/hurricane?

    Preparing for a big storm can be stressful. Each type of natural disaster requires different actions to keep yourself, family, and vehicles out of harm’s way. Generally, seek shelter, and follow the guidelines issued by local authorities. If possible, park your car in a garage or under cover. Your safety is most important. And we’ll be here to help you through the aftereffects to your vehicles.

  2. What if my car is damaged or made undrivable by a storm (hurricane/flood/tornado/hail/water damage)? How can I get around?

    Accidents and vehicle damage are tough. Filing a claim is easy in the Root app. If you carry Comprehensive coverage, here’s what to do:

    1. Tap File a claim on the bottom of the home screen in the app.
    2. Choose File a claim to report your incident directly in the app. It only takes five minutes, and it allows us to get started on your claim right away.
    3. Provide as much information as possible in the app. Don’t worry if you don’t have all the details available.
    4. Optionally, add photos to your claim. (We make it easy.)
    5. A claims expert will get in touch with you to review your claim and discuss the next steps in the process.

    If you carry Comprehensive and Rental coverage on your policy and you’ve filed a covered claim (like storm/flood damage or a broken windshield), Root will help you to set up a rental car while your vehicle is being repaired. Alternatively, you can choose Lyft credits to help you get around. Learn more about coverage options here.

  3. I filed a claim—when will I hear back from you and when will my claim be approved?

    If you filed the claim in the Root app, your loss report will be filed immediately (no need to wait on the phone). Your claims expert will respond to you via phone and/or email to follow up with next steps. During periods of high-volume claims from a natural disaster, we make every effort to respond as quickly as possible.

  4. My house was damaged so I am currently living with a friend. How can I get my claims check?

    No worries. We’ll make sure the check goes to the right address. Just tell your claims expert when they follow up with your claim, and they’ll go over all available options with you.

  5. I really just want to talk to someone first. Whom can I call?

    Filing a claim in the app is quick, easy, and available 24/7. But if you want to speak to us in person, you can give our claims experts a call during business hours. To report a new claim that’s only for glass damage, call 1 866 903 7243. For all other new claims, call 1 866 903 8451. Remember, the app is the fastest way to file a new claim.

  6. Are you going to cancel my policy or not accept my renewal because of my filed claim?

    There’s not a simple yes or no answer to this, and we won’t know until the end of your six-month term. We understand that life happens, and we’re committed to being there to make things easier for our customers when it does. We also understand that one accident is rarely an indicator of driving ability, and storm damage is often unavoidable. That said, it wouldn’t be fair or responsible of us to ignore a pattern of accidents or damage reports, and we reserve the right to cancel coverage in certain circumstances.

    At the end of your six-month term, your policy should automatically renew and be re-rated based on standard reports such as the Motor Vehicle Report, claims filed, etc. You'll be notified of any rate changes, or if we’re no longer able to cover you, 30 days before your policy renews.

  7. See more
What if I hit another car? What if my windshield is cracked? What if my car won't start? What if you got hit? What if you have storm damage?
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