Frequently asked questions for California drivers

You can pay right in the app or online. 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:

1. We will process your first payment on the date you purchase the policy, even if your insurance will start at a later date.

2. We will automatically process your second payment about one month after your policy start date, using the payment method in your profile.

3. 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.

You can! You can either change your monthly recurring payment date for the rest of your policy period or you can make a one-time adjustment (except during your renewal month). You can always see your next payment date in the Root app.

Of course! Choose a start date based on what works best for you—the app will display the latest possible date your policy can begin. Keep in mind that your first payment—either for all 6 months upfront, or the first of your monthly payments—will be processed immediately.

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

We can request cancellation of your old insurance policy for you. You can choose that option when you purchase your policy with us. It might 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. Here are some tips for switching to Root.

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

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

1. Open the app.

2. Tap Auto Policy.

3. Tap Profile information to make changes to driver, vehicle, or address. Or select Coverages to make changes to your coverage.

You’ll know if your policy changes affect your rate before you commit. Learn more.

Keep in mind: some coverage changes require a virtual inspection of your vehicle. Simply follow the prompts, submit the requested photos, and the app will let you know when your new rate is ready. No changes will take effect until your payment (or refund) is processed.

Maybe, but you’ll know how it will affect your rate before you commit.

Risk is always changing and insurance rates can fluctuate for a variety of good reasons. Here are a few:

• Changes on your end (you moved, added or removed vehicles or drivers, or your driving record changed).

• 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).

• Changes on our end (risk actuarial changes).

No, we’ll take care of that for you. If you have a loan/lease company, you do need to add them to your policy. Here’s what to do on the app: 

1. Tap Auto Policy.

2. Select Financial institution details.

3. Tap Add loan/lease company.

4. Enter the company’s name and Continue.

5. Enter the address and click the orange arrow.

6. Choose the vehicle with the lien or lease and Continue to save.

You can also add them to your policy online. Once you’ve filled out this information in the Root app or online, we’ll contact your loan/lease company for you. They’ll receive all of the information they need within one week

If your policy was canceled by you or due to nonpayment, you can reinstate it up to 30 days after the original payment date through the app:

1. Open the app.

2. Underneath the inactive insurance card are instructions to Tap here to reinstate your policy.

3. Follow the prompts to purchase. The app will display the dates of your lapse in coverage. Your bill for the next month will come on the date it usually did.

If it is too late to reinstate, the option will not be available in the app.

Maybe, but you’ll know how it will affect your rate before you commit.

Risk is always changing and insurance rates can fluctuate for a variety of good reasons. Here are a few:

• Changes on your end (you moved, added or removed vehicles or drivers, or your driving record changed).

• 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).

• Changes on our end (risk actuarial changes).

No, we’ll take care of that for you. If you have a loan/lease company, you do need to add them to your policy. Here’s what to do on the app: 

1. Tap Auto Policy.

2. Select Financial institution details.

3. Tap Add loan/lease company.

4. Enter the company’s name and Continue.

5. Enter the address and click the orange arrow.

6. Choose the vehicle with the lien or lease and Continue to save.

You can also add them to your policy online. Once you’ve filled out this information in the Root app or online, we’ll contact your loan/lease company for you. They’ll receive all of the information they need within one week

Removing a vehicle from your policy is quick and easy through the app:

1. Open the app.

2. Tap Auto Policy.

3. Select Profile information.

4. Choose the vehicle to remove.

5. Tap the trash can icon and Continue to see your updated price.

You can also remove a vehicle from your policy online.

If you’re trying to cancel your old insurance policy, 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 excelling in the personal vehicle industry at the moment, but you can sign up for our email list to be notified of any changes.

A limit is the highest amount Root will cover if you’re in an accident that you caused. You can choose to pay more per month for a higher limit and know you’re covered in case of a major accident. Or, you can pay less per month for a lower limit, but you risk paying out-of-pocket later, if an accident costs more than your limit.

A deductible is the amount you pay toward repairs (or maybe a replacement car) before Root pays for the rest. The lower your deductible, the higher your rate. That's because you would pay a lower amount toward the repairs of your vehicle after a covered incident, and we would pick up the rest. For example, your deductible could be as little as $100.

And the opposite is true, too. You could choose a higher deductible—say, $1,000—and pay less for your insurance. But if you ever need to use your Collision or Comprehensive coverages, you'd have to pay this higher deductible amount first before your insurance kicks in and covers the rest of the costs.

Deductibles are per incident. It's not like health insurance where once you pay your deductible for the year, insurance covers the rest. If you need to use your Comprehensive coverage three times in a year, you would have to pay your deductible each time.

There’s actually no such thing as full coverage in the industry. But the term usually refers to Liability (Bodily Injury and Property Damage), Collision, and Comprehensive coverages. Root offers all of these coverages. In California, Liability coverage is required by law as part of your insurance policy.

You can see all of the coverages we offer here. Check out Car insurance in everyday English to better understand what these coverages mean.

We do not offer gap coverage at this time.

We include Collision Deductible Waiver (CDW) coverage with every policy. With CDW, your collision deductible is waived if you’re in an accident and the person liable for the accident is uninsured.

You can request your SR-22 form directly in the app by tapping on Auto Policy, then Document Requests, and then SR-22. The app will guide you through the rest. It’s easy to do.

Yes. You can add and remove drivers through the app or online.

At a minimum, your policy will include Liability coverage (required by law) and Collision Deductible Waiver coverage. Call our customer service team to have CDW removed from your policy at 1 866 980 9431.

Your 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. You can learn more about Root's coverage options here.

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.

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

Roadside Assistance can be added to your policy for an additional cost. Any service less than $100 is covered for vehicles on your policy, up to three incidents per vehicle, per 6-month policy term.

We make it easy through the app, if you carry Roadside Assistance on your policy. Here’s what to do:

1. At the bottom of your home screen in the app, scroll left and tap File a claim or get roadside assistance

2. Choose Roadside Assistance. Any service less than $100 is covered for vehicles on your policy, up to three incidents per vehicle, per 6-month policy term.

3. If you owe anything for a service, you can pay through the app.

If you choose to use another Roadside Assistance provider, email all receipts to roadside@joinroot.com for reimbursement.

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 certain circumstances.

If you need to, you can update your policy to carry state minimum coverage and reduce your price. You can always review your coverages to be sure you’re paying for what you need right now. Adjustments can be made right in the Root app.

1. Tap Policy & Payments

2. Select Policy

3. Tap Coverages

4. Make the desired changes to your coverages, limits, and/or deductibles

5. Select Continue to see your updated price

Even though you may be driving less, it’s still important to keep your insurance. Lapses in coverage could raise your price when you buy insurance in the future, even if you switch to another company.

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

1. Tap File a claim or get roadside assistance at the bottom of the home screen in the app.

2. Choose File a claim to report your incident anytime directly in the app. It only takes 3 minutes, and it allows us to get started on your claim right away.

3. Provide as much information as possible in the app. Don’t worry if you don’t have all the details available.

4. You’ll have the option to add photos to your claim.

5. A claims expert will get in touch with you to review your claim and discuss next steps in the process.

Visit our car insurance claims page to learn more.

New claims can be made 24/7 in the app or by calling 866-980-9431 Monday - Friday, 9 a.m. - 8 p.m. ET and Saturday, 9 a.m. - 5 p.m. ET.

If you’re not a Root customer, but you were in an accident with someone who has Root Insurance, you can file a claim online.

We will send you a check in the mail or provide an electronic payment.

Once you’ve filed your claim, your claims expert will contact you as soon as possible to provide any next steps and to update you on the process. Be sure to keep your contact information up to date in the app, and stay in touch with your claims expert. This will ensure the fastest processing time.

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

If you purchased Rental car coverage before the accident, yes. We offer coverage for a car rental while your car is undrivable or being repaired. A quick note: Rental car insurance covers the cost of a rental vehicle up to your limits when a covered car is in the shop as part of a claim for a covered accident or loss. t doesn’t apply to vacation car rentals.

Accidents and vehicle damage are tough. Filing a claim is easy in the Root app. Here’s what to do:

1. Tap File a claim on the bottom of the home screen 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.

3. Provide as much information as possible in the app. Don’t worry if you don’t have all the details available.

4. Optionally, you can easily add photos to your claim. 

5. A claims expert will get in touch with you to review your claim and discuss the next steps in the process.

Or you can reach our claims experts directly during business hours by phone. To report a new claim, call 1 866 903 8451.

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 set up a rental car while your vehicle is being repaired. Learn more about coverage options here.