Jane Dotson
Root Insurance is a unique insurance company that bases its rates primarily on driving behaviour. This means that rates are based on a 2-3 week test drive where the company tracks your driving performance. This differs from traditional insurance companies, which base their rates on factors such as age, credit score, marital status, and ZIP code. Root Insurance has received mixed reviews, with some customers saving close to $40 a month, while others have complained about unexpected charges and poor customer service.
| Characteristics | Values |
|---|---|
| Basis for rates | How you drive |
| Savings | Up to $400 per year |
| Discounts | Few |
| Rate comparison with national average | Liability-only policy: $83/month (national average: $103/month) \nFull-coverage policy: $144/month (national average: $207/month) |
| Rate comparison with other insurers | Driver A (Frisco-based, 35 years old, Honda CR-V with advanced safety features, no tickets for 3 years, stable credit): Root quote of $90-$110/month for full coverage \nDriver B (Dallas-based, 28 years old, sporty coupe, a couple of speeding tickets): Root quote of $150-$180/month |
| Rate comparison with previous insurers | $40/month savings with slightly better coverage |
| Rate comparison with previous insurers | $40/month increase in the first renewal, $110/month increase in the upcoming renewal |
| Ease of use | Entirely app-based |
| Test Drive | 2-3 weeks |
| Customer satisfaction | Poor (1.16 out of 5 stars on BBB) |
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What You'll Learn
Root Insurance's rates are based on driving behaviour
Root Insurance is a unique insurance company that bases its rates primarily on driving behaviour. Unlike traditional auto insurance companies, Root does not base its rates on factors such as age, credit score, marital status, or ZIP code. Instead, Root uses a data-driven underwriting model to assess risk and determine rates. This model involves tracking driving behaviour through a smartphone app or a 2-3 week "Test Drive" to gather data on driving performance. Root's rates are then tailored to each driver's behaviour, rewarding safe driving with lower rates.
The benefit of Root's approach is that it offers lower rates to safe drivers, regardless of their demographic information. This can result in significant savings for customers, with some reporting savings of up to $400 per year compared to traditional insurance companies. Root's liability-only policy, for example, has an average monthly cost of $83, which is lower than the national average of $103. Similarly, its full-coverage policy averages $144 per month, compared to the national average of $207.
However, Root's reliance on driving behaviour data has also received criticism. Some customers have complained about the accuracy of the Test Drive and the fairness of the pricing based on driving performance. Root's rates may not benefit all drivers, as those with accident records or riskier driving behaviour may not see significant savings. Additionally, Root has faced challenges in controlling losses and accurately pricing policies, similar to other insurers.
Root's data-driven model also extends to its handling of weather-related risks. The company partners with reinsurers and uses predictive models to price risk accurately in areas prone to weather-related events such as hailstorms, freezes, or tornadoes. This allows Root to offer comprehensive and collision coverages comparable to those of legacy insurers.
Overall, Root Insurance's rates based on driving behaviour can offer significant savings to safe drivers. However, it is important to consider the mixed customer feedback, the accuracy of the Test Drive, and the potential impact of driving behaviour on insurance rates. Root's unique approach to pricing provides an alternative to traditional insurance companies, but it may not be the best fit for all drivers.
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Root Insurance offers a safe driver discount
Root Insurance is a unique insurer that bases its rates primarily on driving behaviour, rather than on factors such as age, credit score, marital status, and ZIP code. This means that safe drivers can benefit from lower rates and significant savings.
The company uses a data-driven underwriting model to assess risk and price coverage accordingly. Root Insurance offers a Test Drive, which is a two- to three-week driving assessment that allows the company to track a new customer's driving behaviour and offer a personalised quote. This quote is based on how safely a person drives, with better driving resulting in more savings.
For example, one customer in North Texas with a five-year clean record and a mid-range SUV might be quoted around $90–$110 per month for full coverage, while another driver with a couple of speeding tickets might be quoted $150–$180 per month. Root Insurance's average monthly cost for a liability-only policy is $83, which is lower than the national average of $103. Similarly, its average cost for a full-coverage policy is $144 per month, compared to the $207 national average.
While Root Insurance has received some positive reviews from customers who have saved money, it has also been the subject of numerous complaints. Some customers have reported unexpected increases in their renewal rates, issues with the accuracy of the test drive, and concerns about the company's pricing fairness. Therefore, while Root Insurance can offer significant savings for safe drivers, it is important to be aware of the potential drawbacks and mixed customer experiences.
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Root Insurance has a high number of customer complaints
Root Insurance has received a high number of customer complaints, with many customers expressing dissatisfaction with the company's handling of their insurance claims and renewal rates. Several customers have reported issues with Root Insurance's customer service, with complaints about rude and unhelpful staff, and difficulties in resolving disputes.
One common issue reported by customers is that Root Insurance denied their claims or failed to provide adequate coverage in the event of an accident. Some customers have also experienced unexpected increases in their renewal rates, with one customer reporting a significant increase of $110 per month.
In addition to issues with claims and renewal rates, some customers have also complained about the company's mobile app, which is required to obtain a quote and manage their insurance policy. There have been reports of customers being unable to use the app on their tablets, as it is only compatible with smartphones.
While Root Insurance has addressed some of the complaints, in several cases, customers have not been satisfied with the company's response or resolution. This has led to further dissatisfaction and negative reviews.
Despite the high number of customer complaints, it is worth noting that Root Insurance has also received positive reviews from customers who have praised the company for its affordable rates, easy sign-up process, and good customer service. Some customers have reported saving money on their insurance premiums and having a positive claims experience with prompt responses and payments.
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Root Insurance has a low BBB rating
Root Insurance has received mixed reviews and ratings. While some customers have praised the company for offering lower rates and affordable car insurance, others have complained about its customer service and claims handling. Root Insurance has a higher number of customer complaints registered with the Better Business Bureau (BBB) compared to other insurance companies of similar size.
The BBB reports on government actions involving businesses' marketplace conduct. In 2025, the New York Attorney General entered into an Assurance of Discontinuance with Root Insurance Company following an investigation that found the company failed to adopt reasonable safeguards to protect private information. As a result, Root Insurance had to pay $975,000 in civil penalties and enhance its data security measures. This action by the BBB and the New York Attorney General may have contributed to the company's low rating.
Root Insurance's low BBB rating could also be influenced by customer complaints about the company's claims handling and customer service. Some customers have reported difficulties in contacting customer service and challenges in filing claims. There have also been complaints about Root Insurance's coverage and pricing. Some customers have experienced issues with their claims being denied or not fully covered, even when they have faithfully paid their premiums.
Additionally, Root Insurance's pricing and rate determination have received mixed reviews. While some customers appreciate the company's usage-based insurance model, which offers lower rates to safe drivers, others have criticised the company for having expensive premiums. Root Insurance's rates are primarily based on driving behaviour and history, which may result in higher prices for drivers with less-than-perfect records.
Overall, while Root Insurance may offer savings to safe drivers, the company's low BBB rating and mixed customer reviews highlight potential concerns about its claims handling, customer service, data security, and pricing transparency. Customers considering Root Insurance should carefully review the company's policies, terms, and conditions, as well as explore a variety of customer reviews, before making a decision.
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Root Insurance offers a Test Drive to get a quote
Root Insurance is a usage-based insurance provider that offers car insurance with rates primarily based on driving behaviour. The company uses mobile technology to measure driving habits and determine rates. Root Insurance offers a Test Drive to potential customers to get a quote. The Test Drive involves allowing Root to track your driving behaviour and habits through the Root app installed on your smartphone. This includes factors such as the times of day when you drive, ride smoothness, braking force, turn speed, and the number of hours you drive.
The Test Drive typically lasts between two to three weeks, but the length can vary depending on how much you drive during that period. Root Insurance encourages users to drive as they normally would during the Test Drive. After completing the Test Drive, you will receive a personalised quote based on your driving behaviour. Root Insurance claims that you can save up to 44% off your initial quote by completing the Test Drive.
The Root app does not need to be open during the Test Drive, as it runs in the background with your permission. It is important to note that Root Insurance may not offer a quote to everyone who completes the Test Drive, as their models may not be suitable for certain situations. However, this does not mean that you are a high-risk driver, but rather that you may find more affordable rates with another insurance carrier.
By focusing on driving behaviour rather than traditional demographic factors, Root Insurance provides an alternative option for those seeking car insurance. The Test Drive allows Root Insurance to gather data and offer personalised quotes based on individual driving habits, potentially resulting in significant savings for safe drivers. However, it is always recommended to compare rates and coverage options with other insurance providers before making a decision.
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Frequently asked questions
Root Insurance bases its rates on a 30-day driving assessment or "Test Drive" where it tracks your driving behaviour. The company uses your smartphone to measure your driving behaviour and bases its rates on how you drive, not your demographic information.
Root Insurance claims that you can save hundreds of dollars per year with their insurance. One customer review mentions savings of almost $400 per year, while another mentions savings of $40 per month. However, Root Insurance has received mixed reviews, with some customers reporting rate increases of $40 per month and $110 per month during renewal.
Root Insurance offers standard insurance coverage options, including liability, comprehensive, collision, personal injury protection, and uninsured motorist coverage. You can customise your coverage levels and select deductibles that fit your budget.
Root Insurance differs from other insurance companies in how it prices coverage. While other companies primarily base their rates on demographic information such as age, credit score, marital status, and ZIP code, Root Insurance focuses more on your driving behaviour during the Test Drive. Root Insurance has received mixed reviews compared to other insurers, with some customers reporting significant savings, while others have experienced issues with coverage and customer service.
You can sign up for Root Insurance by downloading the Root app or visiting their website. You will need to provide your personal information and consent to the Test Drive, which tracks your driving behaviour to determine your personalised quote.
