Root car insurance has received a 2 out of 5 star rating in a 2026 review. The company, which bases rates mainly on how people drive, appeals to those who stay safe on the road. But problems with customer service, higher complaint levels, and gaps in coverage pull down its overall score. This review comes as drivers look for affordable options in a tough insurance market.
Background
Root started as a tech-focused insurer about a decade ago. It launched with a simple idea: track driving habits through a phone app to set fair prices. Safe drivers pay less, while risky ones pay more or get turned away. The company grew fast by offering rates well below the national average for full coverage. Today, a typical full coverage policy from Root costs around $1,719 a year. That is about half what many others charge.
The app lets users test drive for two weeks before buying a policy. It measures things like speed, braking, and time of day driven. Good scores lead to lower premiums. Root now sells car insurance in 34 states and recently added home insurance in some areas. It holds an A+ rating from the Better Business Bureau for its business practices. But customer scores there average just three out of five stars.
Root skips traditional factors like age or credit score for most pricing. Instead, it pulls in driving data. This helps young drivers or those with bad credit who drive well. Still, the company does not operate everywhere. Drivers in states like California or New York must look elsewhere.
Key Details
Root shines for safe drivers. Full coverage averages $1,719 yearly, far under the $3,000-plus national mark. Minimum coverage runs $1,061, which is higher than some rivals like State Farm at $650. Good drivers often save hundreds compared to Progressive or others.
The app gets high marks. It scores 4.7 stars on both Apple and Google stores from tens of thousands of users. People handle claims, add cars, and check policies right there. Root includes 24-hour roadside help with every plan. Rental car coverage costs extra at $50 a day.
Standard coverages include liability for damage and injury, collision, comprehensive, medical payments, and protection against uninsured drivers. No gap insurance, though. Owners with loans or leases need to buy that separately.
Customer feedback splits down the middle. Over 2,800 reviews from sites like Trustpilot, Reddit, and BBB show praise for low prices and easy apps. But complaints pile up too. The National Association of Insurance Commissioners gives Root a complaint index of 1.93 to 4. That means it gets nearly double or more gripes than expected for its size.
Customer Experiences
Many safe drivers report big savings. One person switched and cut costs by $90 a month while keeping strong coverage. Claims often process fast, with payments in days.
"The best customer service I have ever experienced when filing a claim. Speedy process from start to finish. Never been so satisfied with an insurance claim before." – Root app user
Others face rate jumps after small incidents. Service delays frustrate some. BBB logs over 115 complaints in the past year alone. App glitches can hurt driving scores and raise bills. Root lacks financial strength ratings for auto insurance, though its home side earns an A from A.M. Best.
NerdWallet notes Root skips risky drivers to keep rates low. It offers SR-22 forms for high-risk needs. Discounts stay limited, with few beyond safe driving.
What This Means
The 2-star rating signals caution for shoppers. Safe drivers with clean records stand to gain the most. A test drive through the app shows quick if rates fit. But families needing gap coverage or those in non-covered states should compare options like State Farm or Nationwide. These offer usage-based plans too.
Higher complaints point to risks in claims or service. The NAIC score suggests one in four policies might lead to issues. App lovers stay happy, but anyone prone to accidents could see denied coverage or steep hikes.
Root keeps innovating with tech. It pairs with smart devices for more data. Availability grows slowly. For now, the 2-star mark reflects a company strong on price for the right crowd but weak on broad appeal and support. Drivers must weigh savings against potential headaches. Those with leased cars or spotty service needs might pay extra elsewhere.
