How our car insurance claims work

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 within one business day 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). Typically, your adjuster will respond to you via phone and/or email within one business day from the day your claim was filed. 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 and easy, but if you want to speak to us in person to report a new claim, our claims experts are available 24/7. For new claims that only have glass damage, call 1 866 903 7243. For all new claims that don’t include glass damage, 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.

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