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Frequently asked questions

Do you have questions about Root Car Insurance or need insurance policy support? You’ve come to the right place! Scroll through our FAQ list or contact our Customer Support team for additional information.

Were you offered insurance from day one?
Check out our special FAQ.

About Root

  1. What is Root Insurance Company?

    The insurance industry is broken. We’re here to fix it. To that end, Root is the first car insurance company that was founded on the relentless pursuit of fairness. We use an app to rate drivers based on how they actually drive—not just their demographics. By not insuring bad drivers, Root is able to save good drivers as much as 52% on their car insurance.

  2. How does Root work?

    The Root app tracks your driving (think braking, turns, and how much you drive) and uses that information to calculate your rate. If you’re a good driver, you’ll receive a quote—the better driver you are, the better your rate will be.

    The Root app also makes accessing and using your car insurance easy. If you receive a quote, you can customize and purchase your policy right in the app. You can find your insurance card, make changes to your policy, and file a claim in the app. You can even choose to have us cancel your old insurance policy for you.

    Get the app
  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.

    Root partners

  4. But you don’t have agents?

    Nope. Everything you need is in the app. Plus, our customer support team is available to answer emails 7 days a week from 8:30 a.m. to 11 p.m. EST. (We do our darn best to return all emails within 24 hours). Or, give us a call at 1 866 980 9431 Monday through Friday 9 a.m. to 5 p.m. EST to speak with someone on our team directly. Claims are available to be filed 24/7 in the app or call 1 844 767 2514.

  5. How will I know I’ll save money with Root? How much can I really save?

    You won’t know until you do the test drive—it depends on your driving skills and habits—but many of our customers have saved 52% (or more) off their previous rate. Only one way to find out!

  6. Where is Root available now?

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

    View state map
  7. When will Root be available in my state?

    We’re getting there as fast we can! Because each state is regulated differently, it takes longer to get into some states than others. Sign up for a notification when we get to your state.

  8. What if I move to another state?

    Policyholders can transfer states if Root is offered in the new state. Check the availability map to see if the new state is covered and contact customer support to make the change.

  9. Which phones does Root support?

    Root is available for iPhones (5s and above) and most Android phones. Check the Google Play Store to see if we support your Android phone.

  10. Is my car insurance rate based completely on my driving ability?

    Driving ability is the single largest factor we consider when deciding your quote, as you can see in this colorful graph (look at all that orange!).

    We do take into account several standard factors which are mathematically predictive of risk or fraud—it’s the responsible thing to do—but we’re committed to eliminating as many factors as we can as technology progresses and artificial intelligence gets smarter.

    Learn more about how Root prices insurance.

    How Root calculates prices

  11. Why don’t you insure everyone?

    This one is simple—because 30% of drivers cause 50% of all accidents! We don’t think good drivers should have to pay for other people’s bad driving, so we don’t insure bad drivers. That means good drivers save.

    Bad drivers cause most accidents

Test Drive

  1. What is the test drive?

    The test drive is how we determine your good driving habits. We then use that information to calculate your rate.

    Here’s how it works:

    1. Download the app.
    2. Blast through our 47 second signup.
    3. Drive as you normally do—just keep your phone with you when you do.
    4. We’ll use driving data from your phone to determine your good driving habits. It usually takes 2-3 weeks.
    5. If you qualify, you’ll get a great quote based on your good driving.

    Test Drive

  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. Okay, I’m ready to do the test drive. How do I start?

    Download the app, go through the 47 second signup, and hit the road.

    Get the app
  4. Does the Root app need to be open for trip tracking to work?

    Nope. You actually give it permissions to run in the background on your phone when you set up the test drive.

    Permissions

  5. Do I need to leave GPS on during the test drive?

    Yes. Without GPS, we won’t be able to determine your quote!

    (You enable GPS when you set up permissions after installing the app. Or, you can enable it later by updating your settings to "always allow location access.")

  6. How do you know that I’m the driver and not the passenger?

    Have a friend with a lead foot? A NASCAR racer moonlighting as your Uber driver? Don’t worry. Those trips won’t be factored into your quote. Once you download the app, we use machine learning algorithms to identify patterns in the location and motion data we receive from your phone. These patterns are different based on whether you are driving a car or are a passenger. The patterns also change for other modes of transportation, so we can tell if you’re driving a car, riding a bike, or taking the subway. By only using the data collected from when you’re driving, we are able to determine your quote based on your driving habits alone.

  7. Can I get a quote without taking the test drive?

    Every policy owner must take the test drive! It’s only fair.

  8. Can I add other people to my policy?

    Yes, you can add other people to your policy as long as they live at the same address. (We encourage it!)

    Here’s what you do:

    1. When you create your profile, you will have the option to add drivers
    2. Add the drivers’ names and tap Continue
    3. You will be taken to the Invite screen. Tap Send invites
    4. The other drivers will receive a text message with a link to download the Root app (they have to use this link to be included on your policy)
    5. Each driver will set up an account with their own email address and will start their test drive

    Did you forget to add someone when you created your profile? No worries! You can add drivers at any point before your test drive is complete. Simply open the app, tap the “Edit my profile” card on the bottom of the screen, and follow the steps above.

    That’s it! When everyone on the account finishes their test drives, you’ll get your quote.

  9. Does everyone on my policy have to do a test drive?

    Not currently. However, it’s highly recommended that everyone who will be on your policy takes the test drive. The more people who do the test drive, the better we can determine the discount you deserve!

    Multiple drivers on policy

  10. What if I’m a bad driver?

    Root isn’t the right fit for everyone. Our models don’t work with every situation, so we may not offer you a quote after the test drive. That just means you could save more with another carrier, and we don’t want to stand in the way of your saving money.

  11. I took the test drive and didn’t get a quote. Can I try again?

    Not at this time, sorry! But if that changes in the future, we’ll be sure to let you know.

  12. Will taking the Root test drive affect my rate with my current insurer?

    Absolutely not. Your current insurer will never know you flirted with us.

  13. Will you sell my data to other companies?

    Never. We care about your privacy.

  14. I drive for a living. Will that affect my test drive?

    Currently, every trip you take during the test drive will count toward your quote, regardless of why you’re driving. For people that drive for work, like EMT's, police officers, mail delivery personnel, and truck drivers, this means the trips you take for work will be used in addition to your personal driving to calculate your rate. Unfortunately, we don’t have a solution for this yet, but we have very smart people working very hard on it. We want everyone to get the discount they deserve.

    We encourage you to take the test drive anyway! Good drivers are often surprised at how low their quote is—even with their work trips. We can also let you know if your work driving has impacted your score (just message us at [email protected]).

  15. Won’t the test drive drain my phone battery?

    We do our best to make sure that our test drive is as battery friendly as possible—many customers report no change or very little change. The good news? Any short-term inconvenience can lead to big savings.

  16. What does it mean when my Android phone says it’s “crunching numbers”?

    When your phone senses a change in location, you’ll sometimes get a notification to let you know we’re paying attention.

    If you see this notification when you’re not driving, it’s just a false start. Your phone realizes pretty quickly that you are not actually driving, but it still may send this notification—don’t worry, the algorithms on our end will sort everything out.

  17. What if Root is available in my state but I have an out-of-state license?

    Not a problem! In most cases, as long as Root is available in your state, you can still sign up for the test drive or be added to a policy. We’re still working on a few states, so if you have any trouble, shoot us a note.

  18. What is the driver scorecard?

    The driver scorecard is how you can keep tabs on how the test drive is going. When you drive, we consider these driving habits when we calculate your score: braking, turns, consistency, and safe hours.

    You can see how you’re doing for each driving habit to make sure things are going well or so that you know where to make improvements. Once we’ve recorded enough trips, we’ll give you an overall number score for how you’re doing.

    Driver score card

  19. Why isn’t my scorecard showing me a score?

    We show you a score at the top of the scorecard once we’ve calculated enough data from your driving. If you don’t see a score, it just means you haven’t driven enough yet for us to determine how you’re doing.

    Driver score card needs more data

  20. What do you mean by “consistency” on the scorecard?

    Consistency refers to how smooth your driving is. Basically we want you to go easy on the brake and gas pedal, and try to avoid a lot of sudden starts and stops. But we also get that sometimes this just can’t be helped, such as in heavy traffic. The good news is we’re able to weigh how much we consider your consistency based on where you live. And it’s just one of the factors that we use to determine your score, so, as long as you’re driving safely, everything should be fine.

    Driver score card consistency

  21. I got a high score on the test drive but wasn’t offered a quote. What gives?

    We appreciate everyone who gives us a shot, but, sadly, our models don’t work for everyone. Driving is the number one factor we consider when we determine if Root is the right fit for someone, but there are also other predictive factors we have to consider. Unfortunately, that means we still may not be able to offer you a quote, even if you received a high test drive score.

    Want to know more? You can see a breakdown of what we consider here.

  22. Why does my consistency score change when I’m not driving?

    Sometimes we aren’t able to upload a trip immediately as you’re driving. This may be due to poor cell service or a weak WiFi connection. So we upload that trip data at a later time, and, as a result, you may notice changes to your score even though you’re not driving.

    But the most important thing is not to worry! Your final score will be based on your driving.

  23. I can’t avoid driving late at night. Will this affect my score?

    While we do recommend drivers avoid driving super late at night whenever possible, we understand that some folks will still have to. The good news is that when you drive is only one factor we consider in your overall score, so as long as you’re driving safely, everything should be fine.

  24. Help—my test drive has gotten stuck on the last couple of days!

    If this happens, make sure your location services are on. If they are, follow these steps:

    1. Delete the app
    2. Restart your phone
    3. Download the Root app again and the test drive will pick up where you left off

    If you still have problems after 24 hours, contact customer support.

Policy

  1. How do I pay for my policy?

    Right in the app. We accept credit cards and Apple Pay, and you can choose to pay monthly or every 6 months. Once you choose your billing frequency, it cannot be changed until your 6 month renewal.

    Please note! Your payment will be processed immediately when you purchase your policy, even if you choose to start your policy at a later date. This applies to both monthly and 6 month customers.

    Payment options

  2. How does billing work?

    If you choose monthly:

    • We will process your first payment on the date you purchase the policy, even if your insurance will start at a later date.
    • We will automatically process your second payment about one month after your policy start date using the payment method in your profile.
    • We will continue to automatically withdraw your payment each month using the payment method in your profile.

    If you choose full term (6 months), you will make a one-time payment when you purchase your policy, even if the policy starts at a later date. We will then automatically process your payment again at your 6 month renewal using the payment method in your profile.

  3. Can I change my billing date?

    Sure! You can change your billing date to be up to 5 days before your current billing date or up to 5 days after. You can only change the billing date for the current month, but next month you can change it again if you need to. (So if you change it for April, it won’t be changed for May. You’d have to go back and change it again.)

  4. I’m not ready to start my policy yet. Can I choose a later start date?

    Yep! You choose a start date before you purchase the policy. The start date just has to be within 60 days. But—this is super important—you pay the day you purchase the policy, even if it doesn’t start yet.

  5. How do renewals work?

    Every 6 months your policy will automatically renew. Your price may change, so we will let you know ahead of your renewal date what the new price will be. If you don’t have any policy changes or questions, you won’t have to do a thing.

  6. What if I already have an insurance policy?

    We’ll cancel your old insurance policy for you. You can choose that option in the app. It may take up to 2 weeks for your old carrier to process the cancellation, but it will be retroactive to the day you started your Root policy.

  7. Where is my insurance card?

    You can access it anytime in the app! We’ll also mail you a physical copy.

    Digital insurance card

  8. What if I want to make changes to my policy?

    You can make changes to your policy right in the app. It’s as easy as:

    1. Opening the app
    2. Tapping the Policy tab on the bottom of the screen
    3. Clicking Edit in the top right corner

    Edit policy info

  9. When do the changes to my policy go into effect?

    Immediately, unless you choose a specific date for your changes to go into effect.

  10. If I make a change to my policy, will it affect my rate?

    Maybe! But you’ll know how it will affect your rate before you commit.

  11. Why did my rate change/increase?

    At Root, we are committed to fairness. We will always give our good drivers the lowest rates we can sustainably offer. That said, risk is always changing and insurance rates can fluctuate for a variety of good reasons.

    Here are a few:

    1. Changes on your end (you moved, added or removed vehicles or drivers, or your driving record changed)
    2. Changes around you (serious weather changes, amount of accidents around you goes up or down, cars around you get more or less expensive to repair)
    3. Changes on our end (statewide mandatory rate change, risk actuarial changes)

    Learn more about why insurance rates change here.

  12. Do I need to let my lien holder know that I’ve switched insurance companies?

    Yep! You want to make sure they know about your new policy with Root. We help you do that right in the app. Here’s what to do:

    1. Tap Policy on the bottom of the screen.
    2. Tap Lien holder.
    3. Enter the lien holder and address.
    4. Choose the vehicle with the lien.
    5. Choose if the vehicle is leased.
    6. Save.

    This will create a PDF that you can send to your lien holder. To send it, there are just a few more steps.

    1. Tap Policy on the bottom of the screen in the app.
    2. Select Documents.
    3. Tap the orange arrow in the upper right-hand corner.
    4. Select how you wish to send the document.

    We can also fax the document to your lien holder. After you complete steps 1-6, simply send an email to [email protected] with the fax number.

  13. How do I reinstate my policy?

    If your policy was canceled by you or due to nonpayment, you can reinstate it up to 30 days after the original billing date (and hey, we’re glad you’re back!).

    Here’s what you do:

    1. Open the app
    2. Tap the bright red bar on your screen
    3. Answer a few questions (we’ll want to know if anyone on your policy was in an accident since you canceled)
    4. Purchase your policy
  14. If my car is totaled in an accident, will you remove it from my policy?

    We are not able to make changes to your policy for you, but removing a vehicle from your policy is quick and easy. Simply open the app, tap on Policy, and update the vehicles included on your policy.

Coverage

  1. Do you cover motorcycles, ATVs, or commercial vehicles?

    We don’t cover these vehicles at this time. We’re working on dominating the personal vehicle industry at the moment, but you can sign up for our email list to be notified of any changes.

  2. Do you cover Uber and Lyft drivers?

    We do cover Uber and Lyft drivers—but only when you’re driving on your own time. Once you are “for hire” as an Uber or Lyft driver, your Root personal auto policy does not cover you. Uber and Lyft each offer their own coverages for when you are working as a driver. Please refer to their websites to learn more.

  3. Do you offer full coverage?

    Yes. Full coverage consists of Liability, Collision, and Comprehensive coverages. You can see all of the coverages we offer here.

    Coverage overviewCoverages
    Get the overview
  4. Do you offer gap coverage?

    We do not offer gap coverage at this time, but we will be sure to let you know if that changes! Sign up for notifications.

  5. Do you offer an SR-22?

    Yes, and they’re free! If you need one, just let us know in writing by emailing [email protected]. It may take up to 15 days to arrive, but your SR-22 will be retroactive to your Root policy start date.

  6. Do you insure teenagers?

    Yep! We insure good drivers of any age. In fact, teenagers who are good drivers can get much lower rates with Root, because most traditional insurance companies rate solely based on demographics—leaving teenagers with the most expensive rates. At Root, we take into account how teenagers actually drive, so they can save some serious $$$.

  7. What will my policy cover?

    At a minimum, your policy will cover Liability Insurance (required by law), Roadside Assistance (included with every policy), and any coverages required by your state.

    Your Root Insurance quote will likely offer you the same coverages provided by your previous insurance company—from there, you can customize your quote to include any additional coverages you need.

  8. How much coverage do I need?

    There are many factors to consider when choosing insurance coverage, but we make sure you meet any state minimum requirements. You can learn more about our coverages, and use the app to see personalized recommendations, options, and costs.

  9. Does my policy cover me when I’m driving a rental car?

    Yes! If you’re driving a rental car anywhere in Canada, the United States, or the US territories, you’re covered by your Root policy.

    Please note: we can only provide the same coverage you purchased on your own vehicle. So, if you only have liability on your covered car, you’ll only have liability on your rental, and you may want to purchase additional coverage from the rental car company if you want expenses covered for any damage you may cause to the vehicle. Otherwise, you could end up paying out of pocket.

  10. Do you cover windshield repair/glass damage?

    If you have comprehensive coverage, yes! We cover any repairs to your windshield. If you need to replace the windshield, we may first apply your deductible.

    Comprehensive coverageComprehensive
    View details
  11. What if I have questions about changes to my coverage?

    You can review information about all of our coverages. If you still haven’t found the answer you’re looking for, contact customer support and we’d be happy to help!

  12. Do you offer roadside assistance?

    We not only offer it, we include it with every Root policy! Whether you need a tow truck or a jump start, Root will cover the roadside assistance you need.

    Roadside AssistanceRoadside Assistance
    View details
  13. How does roadside assistance work?

    We make it easy. Here’s what to do:

    1. Tap the Claims tab in the Root app.
    2. Choose Roadside assistance to be connected directly to Blink, our preferred roadside service provider. (Or use whomever you’d like for assistance!)
    3. Take care of whatever you need to get back on the road—whether you’re locked out of your car or need help changing a flat.
    4. Send photos of your receipts or forward any emails with your receipts to [email protected].
    5. We reimburse you for the costs.
  14. What does it mean to be in a no-fault state?

    A no-fault state limits liability in an accident. Each person in the accident has their own insurance cover any injuries or lost wages they sustain (Personal Injury Protection coverage, or PIP), up to a certain amount. All no-fault states require PIP coverage.

Referrals

  1. You have a referral program?

    We do! We have found that good drivers know other good drivers. If our customers refer their friends, they can help us grow our community of good drivers. The referral program is our way of saying thanks. Sure, we could spend our marketing dollars on flashy commercials and celebrity endorsements, but we’d rather see that money in your hands.

    Referral program

  2. How does the referral program work?

    1. Refer us to your friends using your personalized referral link (it’s in the app!).
    2. Once a friend signs up, we’ll keep you updated on their progress.
    3. If they qualify for a quote, you get paid and they get paid. That’s what we call a win-win.
    4. Repeat steps 1-3. You can earn up to $1,000.
  3. How will I get paid?

    You’ll be able to claim your bonus right in the app. Here’s what you do:

    1. Make sure you have the most recent version of the Root app.
    2. Open the app.
    3. Tap on the Referral tab.
    4. Tap on the $ to see your unclaimed bonuses.
    5. Choose how to get your bonus.

    Each time you get a bonus, you can choose how you want to be paid. You can do cash (a bank account transfer, a Visa prepaid card, or PayPal), or you can receive a gift card to any of the awesome vendors provided.

    (Due to some restrictions, some people may not be able to claim their bonus in the app. Don’t worry! We’ll send you a check in the mail. The referral program is also not currently available in North Dakota.)

  4. Is this a scam?

    No. It’s our sincere way of thanking our customers for spreading the word about Root and helping us build a community of good drivers.

  5. Any catches?

    There are two things to keep in mind when using our awesome referral program.

    1. You MUST use your personalized referral link to refer your friends. If you don’t, you won’t get paid (no exceptions). Sure, we love when you tell your friends about us over drinks. Blast how much you saved in your newsfeed. But unless a friend uses your link, we can’t pay you for the referral.
    2. You get paid when your friend qualifies for a quote, whether they choose to purchase a policy or not. Unfortunately, we don’t pay for referrals when the friend does not qualify for a quote, but the more friends you refer, the more chances you’ll have to get paid!
    3. Bonuses are not available for senders and receivers who are on the same policy.
  6. How much money do I get for a referral?

    It depends on your state, but it ranges from $10 to $100. Check the Accounts tab in the app to see how much you can get per referral.

  7. Do I have to have an insurance policy with Root to refer someone?

    Nope! If Root isn’t the right choice for you, you can still refer the friends who you think would be a good fit. Just download the app, create a profile, and tap on the Refer Friends tab on the bottom of the screen.

  8. How many people can I refer?

    As many as you want, as long as they live in a state where Root is currently available.

  9. How long will it take to get paid?

    It depends on how you choose to claim your bonus:

    • Gift card - we’ll send it to your email immediately
    • PayPal - up to 1 business day
    • Bank transfer - 2-4 business days
    • Visa prepaid card - 5-7 business days (sent in the mail)

    If we send you a check, you can expect it in 2-3 weeks.

Claims

  1. How do I report a claim?

    Accidents are tough. We make filing your claim easy. Here’s what to do:

    1. Tap the Claims tab 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. (Or kick it old school and give us a call at the number provided.)
    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.

    Report a claim

  2. How will I get paid for my claim?

    We will send you a check in the mail.

  3. How fast will my claim be paid?

    Usually 7-10 business days, which is significantly faster than the industry standard. Just be sure to keep in contact with your adjustor throughout the claims process, and to keep your contact information up to date in the app.

  4. How quickly do I need to file a claim?

    We highly recommend you file your claim immediately, while the details are still fresh on the brain. The more details we have of your accident, the more efficiently we’ll be able to resolve your claim.

  5. Will you pay for my rental car?

    If you purchased rental coverage before the accident, yes! We offer coverage for a car rental or Lyft credits (for short-term needs) while your car is being repaired.

    Rental coverageRental coverage
    View details
  6. Wait, I can get Lyft credits instead of a rental car?

    You can! (Pretty cool, we agree.) If your car is going to be in the shop for just a few days—especially if you live in the city or have a short commute—Lyft ridesharing may be an easier way for you to get around. And we want this to be easy.

  7. How long do I get a car rental for?

    It’s up to you! You choose your own limits when you buy rental coverage.

  8. Do I have to decide between Lyft credits or a car rental when I purchase my policy?

    Nope. You can decide at the time you use your rental coverage.

  9. How do I get a tow truck after an accident?

    If you’ve been involved in a car accident and you need a tow truck to move your car, contact the police. They will help move your vehicle to a safe location once you report the accident.

    Our roadside assistance will not cover a tow truck in the event of an accident. If the other party is at fault for the accident, their insurance will cover those costs. If you’re at fault, collision will cover the towing costs. If you don’t have collision, you will be responsible for the tow truck costs.

  1. I need more help – is there someone I can speak with?

    Sure. You can reach our Customer Support team by email at [email protected] or 1 866 980 9431.

  2. Member of the press?

    Visit our press page.

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