How Do You Contact Root Insurance Customer Service?
Last Updated on February 5, 2026
Root Insurance is a digital-first insurer based in Columbus, Ohio. Most support happens through the Root app, but you can also call or email for help with billing, policy changes, cancellations, and general questions.
Root’s availability can change by state, but it’s commonly offered in large markets like Texas, Georgia, and Colorado. If you’re unsure whether Root writes new policies where you live, check the company’s availability map on its website.
- Use the Right Channel: Start claims in the app/online anytime; use phone/email for billing, policy changes, and claim follow-ups.
- Save the Main Numbers: General help is typically handled at one main line, while existing claims often have a separate status line.
- Hours Vary by Department: Phone support has set weekday hours, but claims reporting and many self-service tasks can be done 24/7 in the app.
- Escalate the Smart Way: Keep documentation, ask for a supervisor, and use your state insurance department if you can’t resolve a complaint directly.
Root Insurance Customer Service Contact Information
| What You Need | Best Contact Method | Details |
|---|---|---|
| General Customer Service (billing, policy changes, cancellations) | Phone or Email | 866-980-9431 help@joinroot.com |
| Auto Claims (start a new claim) | App/Online (Anytime) or Phone | File 24/7 in the app or online, or call 866-980-9431 |
| Auto Claims (existing claim status) | Phone | 866-489-1985 |
| Home Claims | App (Anytime) or Phone | File 24/7 in the app, or call 844-208-0665 |
| Renters Claims | Phone | Some renters policies use 866-323-6867. If your documents list different instructions, follow your declarations page for the correct claims contact. |
| Roadside Assistance | App (Request Service) | Request in the app if you have Roadside Assistance on your policy. For receipt photos: roadside@joinroot.com |
| Mailing Address (HQ) | Root Insurance Company 80 E. Rich Street, Suite 500 Columbus, OH 43215 |
Quick tip: If you’re dealing with an accident or vehicle damage, starting the claim in the app (with photos and a clear description) is often the fastest way to get the process moving—then follow up by phone if you need a live update.
Root Insurance Customer Service Hours
Root’s support options vary by department. Claims can generally be started any time in the app or online, but phone support is more limited.
| Department | Hours (Eastern Time) | Notes |
|---|---|---|
| General Customer Service | Monday–Friday, 9 a.m.–8 p.m. ET | Email replies are typically sent within about 48 hours. |
| Claims Team (Phone Support) | Monday–Friday, 9 a.m.–5 p.m. ET | You can still start a claim 24/7 in the app or online. |
| Claims Reporting (App/Online) | 24/7 | Use the app or online claim portal to open a new claim anytime. |
| Roadside Assistance (If Included On Your Policy) | 24/7 | Requested through the app; coverage details and availability vary by state. |
How To File a Claim With Root Insurance
If you need to report an accident, windshield damage, theft, or another covered loss, you can start the claim in the app or online at any time. For urgent medical situations, call emergency services first.
- Open the Root app and select File a Claim (or use the online claim portal).
- Answer the incident questions (what happened, where, when, and who was involved).
- Upload photos and documents (vehicle damage, scene photos, police report number, etc.).
- Save your claim number and watch for follow-up messages from your adjuster.
- If you need phone support, call 866-980-9431 (new claims) or 866-489-1985 (existing claims).
Quick tip: Before you call, have your policy number, VIN, date of loss, and any claim number ready. You’ll usually get help faster and avoid repeat callbacks.
How To Get Roadside Assistance Through Root
Root’s roadside feature is requested through the app. Depending on your state and policy, Roadside Assistance may be included automatically or offered as an optional add-on—so confirm your coverages in the app or your policy documents before you need it.
If you have Roadside Assistance, you can typically request help for common issues like towing, jumpstarts, spare tire installation, or fuel delivery. (Learn more about how roadside coverage works in general in our guide to emergency roadside assistance coverage.)
- Open the Root app.
- Tap File a Claim (or the roadside option, if shown).
- Select Roadside Assistance and follow the prompts.
Root’s roadside coverage commonly applies up to a set dollar limit and a limited number of service events per policy term. If you’re charged for anything beyond what your policy covers, Root may ask you to pay in the app. If you paid out of pocket for an eligible service, you may be asked to email receipt photos to roadside@joinroot.com.
How To Get a Quote or Manage Your Root Policy
You can start a quote online, then use the app to complete Root’s “test drive” (where available) and manage your policy. If your state limits how telematics can be used in pricing, your quote experience may look different.
- Get a quote online: Root’s quote page
- Download the app: Root app download page
- Need official contact details from Root: Root’s contact page
What To Do If You Need to Escalate an Issue
If you’re stuck in a loop (for example, delays, billing disputes, cancellation/refund problems, or claim handling concerns), take these steps:
- Document everything: dates, names, claim numbers, and screenshots of in-app messages.
- Use the official channels first: call 866-980-9431 or email help@joinroot.com and clearly state what resolution you’re requesting.
- Ask for escalation: request a supervisor or claims manager if you’re not making progress.
- Contact your state insurance department: if the issue remains unresolved, you can find your state regulator and complaint resources through the NAIC’s directory: Insurance Departments (NAIC). (Rules vary by state.)
Info last reviewed: January 2026. Customer service hours and processes can change, so confirm details on Root’s official contact page if you’re seeing something different in the app.
