Root Insurance

On November 27th, 2025, I hit a deer coming home from work. Deputy Layne Carson from the Clay County Police Department came to the scene.

The virtual report number is 2925-00****68. I filed my claim with Root Insurance as I was sitting in my vehicle, awaiting the officer. On the 28th, I called Root to be informed that my claims adjuster was not in the office. Over the next several days, I continued to contact Root Insurance's claims department regarding my claim, never to be put in touch with my claims adjuster.

I left her countless voicemails, I called many times, and I emailed her to only receive automated responses. I am at my wit's end and canceled my insurance policy with them, going with Progressive. However, the claim is still active. I received a notice stating, 'Your vehicle is currently located at a storage location,' etc., etc.

This is not true. My vehicle was never inspected or picked up. The company scheduling the pickup has reached out; however, in my policy, it states I am due a rental in the event of my vehicle being wrecked. My claims adjuster never provided the rental, nor did she succeed in contacting me, so I did not hand over my keys to this third-party transport without actually speaking with a claims adjuster first.

The third-party transport agency was more than understanding and advised me to reach out to you because this has now been ongoing for 30 days, and they are threatening to cancel my claim. At first, I had reached out to Root many times and simply got the run-around by their claims department. When I would ask for a supervisor, I was informed, 'There is not one available to speak to you.' Today, November 22, 2025, I called once again to address this notice I received about my vehicle's location, and after having a complete hissy fit and refusing to give any information to the claims customer service representative, she finally got me a supervisor who informed me that the original person handling the claim was no longer my claims rep. I was never notified of this change.

This new claims rep has never reached out to me or tried to contact me, and once again, Root did not put me through to her voicemail or anything. I had to track down her information through another source, and she did not answer her phone. My old insurance claims rep's name was Katelyn Martinez Pacheco; her phone number is 380-383-****. Her email is katelyn.martinezpacheco@***.com.

My new claims rep is Hannah Leblanc; her phone number is 614-706-****, and her email is Hannah.Leblanc@***.com. I have had Root for a few years, and every time I need roadside assistance, they have fallen short of their contractual duties. They often tell me, 'Just call them yourself, pay for it out of pocket, and we will reimburse you.' Well, they never do reimburse me, so I refuse to pay for a rental out of pocket. I might add this vehicle is still financed.

Describe what you would consider to be a fair resolution to your complaint.

I think a fair resolution would be one of two things: 1. They repair my vehicle for free, with no deductible paid, as Root Insurance, and I had a contractual agreement that they would provide me with full coverage insurance, roadside assistance, and rental coverage. 2.

They reimburse me the entire amount I have paid them over the last year ($1552.00) plus the hours I have missed at work over this issue.

Due to my being in corrections, a grossly understaffed profession, my coworkers' lives are in danger when I do not show up to work, and I cannot get hard-earned time off back. That total is $782.00, bringing the grand total to $2334.00.

When I called and set up an account with Rude Insurance, I only had my Cash App card, which they did not accept for payment. So I was able to borrow or use my brother's credit card and pay him back.

However, when I made the payment to set up the insurance, I told them specifically, and they knew the situation because they knew that I had tried to pay with a Cash App card and it wouldn't be accepted. So when I found a resolution for the matter, they took the card, took the information, and knew that it was not my card. However, today, this morning, I received a call from my brother, extremely upset that his card had been charged again and been noted to me or him. So I called and asked to speak to someone in customer service, or I was taken directly to customer service, where I spoke to someone named Adam Rovel.

He told me that he was unable to help me in any way. The only way that I could get to a supervisor is if they took my name and number now and had someone call me back when all I was asking them to do was take that card off their records because they should have had it on the records to begin with. No one told him to keep it on file. I was not informed that it would be kept on file.

I need to refund the charges and allow me to make a payment from my account, but they are unwilling to let me talk to anyone that can do it.

They said they cannot refund, even though it's clear that the name on the card is not my name, it's not attached to my bank, and they are refusing to remove it, which is causing a fraudulent charge. They don't have permission to use it, nor do I, but they are doing so anyway.

Might have been a customer from Root insurance for many years. Many vehicles went to them after USAA dropped me when I had a claim for a neck injury that was just whiplash at that point but eight months later was Root insurance I had an accident where a lady hit me at an angle That affected my unhealed neck from the previous accident.

We got all the test done and they claimed to have a police report that was saying that it was my fault. Accident in private parking lot and denied my claim based on it when I still have a neck injury, which doesnt work All my stands up-to-date dont get payment.

I had to pay all those co-pays to get those diagnosis then look at the claim which they harassed me for 2 1/2 years while Im paying co-pays and transportation and they give me $938 out of my $10,000 PIP policy which I shouldve had at my disposal for my glasses to be replaced on my co-pays, my transportation, my medications my expenses for sending him 50,000 hardcopies my 50,000 hours on the phone and they just flat out deny me gave me a a small check before I cashed that check. I told them that this was they agreed to give me that check because I was under arrest and I needed to be compensated for some of my expenses after 2 1/2 years When the claim is still open because they kept it open, they kept asking me for paperwork