How may we help?
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.
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.
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
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.
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 1 866 903 7243 for glass claims, or 1 866 903 8451 for other claims.
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!
Arizona, Arkansas, Delaware, Illinois, Indiana, Iowa, Kentucky, Louisiana, Maryland, Mississippi, Missouri, Montana, New Mexico, North Dakota, Ohio, Oklahoma, Oregon, 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
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.
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.
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.
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.
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:
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.
Download the app, go through the 47 second signup, and hit the road.Get the app
Nope. You actually give it permissions to run in the background on your phone when you set up 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.")
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.
Every policy owner must take the test drive! It’s only fair.
Yes, you can add other people to your policy as long as they live at the same address. (We encourage it!)
Here’s how you invite others to the test drive:
Did you forget to add someone when you created your profile? No worries! You can invite drivers to the test drive at any point before your test drive is complete. Simply open the app, tap Edit your info on the bottom of the home screen, select Add driver, and follow the steps above.
That’s it! When everyone on the account finishes their test drives, you’ll get your quote. And after you have a policy, you can always add more drivers (but they won’t take the test drive, and of course their addition will increase your premium).
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!
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.
Not at this time, sorry! But if that changes in the future, we’ll be sure to let you know.
Absolutely not. Your current insurer will never know you flirted with us.
Never. We care about your privacy.
Currently, every trip you take during the test drive will count toward your quote, regardless of why you’re driving. For people who drive for work, like EMTs, 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]).
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.
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.
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.
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.
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.
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.
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.
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.
If this happens, make sure your location services are on. If they are, follow these steps:
If you still have problems after 24 hours, contact customer support.
Right in the app. We accept credit cards and Apple Pay, and you can choose to pay monthly or every 6 months. You can change your payment frequency, but it will not go into effect 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.
If you choose monthly:
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.
Sure! If you’re paying monthly, you can change your payment date to be up to 5 days before your current payment date or up to 5 days after. You can only change the payment 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.)
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.
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.
We’ll cancel your old insurance policy for you. You can choose that option in the app. Easy! 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.
Immediately, unless you choose a specific date for your changes to go into effect. If you’re changing your payment frequency (from monthly to full term or vice versa), changes will go into effect at your policy renewal.
Maybe! But you’ll know how it will affect your rate before you commit.
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:
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:
This will create a PDF that you can send to your lien holder. To send it, there are just a few more steps.
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 for your lien holder.
If your policy was canceled by you or due to nonpayment, you can reinstate it up to 30 days after the original payment date (and hey, we’re glad you’re back!).
Here’s what you do:
We are not able to make changes to your policy for you, but removing a vehicle from your policy is quick and easy.
If you’re trying to cancel your old insurance policy in the app, you must be listed as the PNI for your old policy. This means you’re listed as the main account holder with editing/canceling privileges. If you are the PNI, we’ll be able to easily end your old policy on your behalf, with your e-signature.
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.
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.
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.
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.
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 $$$.
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.
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.
You can also read our 5 Tips for First-Time Car Insurance Buyers or the 4-part series on How to Choose Car Insurance Coverage, in Everyday English:
Choosing Liability, Bodily Injury & Property Damage Coverage
Choosing Collision & Comprehensive Coverage
Choosing MedPay, PIP & UM/UIM Coverage
Choosing Rental & Roadside Assistance Coverage
Yes! If you’re driving a rental car anywhere in Canada, the United States, or the U.S. 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.
We make it easy. Here’s what to do:
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.
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. That said, it wouldn’t be fair or responsible of us to ignore a pattern of accidents, and we reserve the right to cancel coverage in extreme circumstances.
Yes, if you give permission to someone else to drive your car, and they get into an accident, your vehicle will still be covered by your Root policy. However, if someone in your household is regularly driving your car, they should be listed on your policy.
Your Root policy also covers you if you drive another car, but if the vehicle is insured separately on another policy, damages would be covered by that policy.
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.
You’ll be able to claim your bonus right in the app. Here’s what you do:
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 to all users, including those in North Dakota.)
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.
There are a few things to keep in mind when using our awesome referral program.
It depends on your state, but it ranges from $10 to $100. Check to see how much you can get per referral by tapping Refer others at the bottom of your home screen in the app and then tapping $ in the top right corner.
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 Refer others on the bottom of the home screen.
As many as you want, but keep in mind that our referral program isn’t yet available to all users, including those in North Dakota.
It depends on how you choose to claim your bonus:
If we send you a check, you can expect it in 2-3 weeks.
Accidents are tough. We make filing your claim easy. Here’s what to do:
We will send you a check in the mail.
Usually 7-10 business days, which is significantly faster than the industry standard. Just be sure to keep in contact with your claims expert throughout the claims process, and to keep your contact information up to date in the app.
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.
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. A quick note on terms: Rental insurance covers the cost of a rental vehicle when a covered car is in the shop after an accident—it isn’t insurance coverage for vacation rentals.Rental coverage
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.
It’s up to you! You choose your own limits when you buy rental coverage.
Nope. You can decide at the time you use your rental coverage.
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.
Accidents and vehicle damage are tough. Filing a claim is easy in the Root app. Here’s what to do:
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.