How Do You Contact Root Insurance Customer Service?

Last Updated on October 19, 2026

By James Shaffer · Reviewed by Thomas Rockford, insurance industry executive and financial analyst, on October 5, 2026 · How we fact-check

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 also sells through independent agents now, on a product that doesn’t use the app or driving data at all, so if an agent wrote your policy, start with that agent.

Root is not a national carrier. In its latest annual report to the SEC it says it operates in 36 states, including Texas, Georgia and Colorado. Its underwriting company holds licenses in a few more states than it actually sells in, so being licensed somewhere doesn’t mean Root is writing there. If you’re unsure, check the availability map on Root’s website.

1. Use the Right Channel: Start claims in the app/online anytime; use phone/email for billing, policy changes, and claim follow-ups.
2. Save the Main Numbers: Root publishes one main line, 866-980-9431, and a separate line for an existing claim, 866-489-1985. Those are the only two customer numbers on its contact page.
3. Hours Vary by Department: Phone support is weekdays only. Claims reporting and most self-service tasks can be done 24/7 in the app. Root publishes no weekend phone hours for anything.
4. 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

Root Insurance Customer Service Hours

These are the hours Root publishes on its own contact page, in Eastern Time. Claims can be started any time in the app or online, but phone support is weekdays only.

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.

1. Open the Root app and select File a Claim (or use the online claim portal).
2. Answer the incident questions (what happened, where, when, and who was involved).
3. Upload photos and documents (vehicle damage, scene photos, police report number, etc.).
4. Save your claim number and watch for follow-up messages from your adjuster.
5. If you need phone support, call 866-980-9431 (new claims) or 866-489-1985 (existing claims), weekdays 9 a.m. to 5 p.m. Eastern for the claims team. If a Root policyholder hit you and you aren’t a Root customer, Root takes third-party claims through the same route.

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.)

1. Open the Root app.
2. Tap File a Claim (or the roadside option, if shown).
3. Select Roadside Assistance and follow the prompts.

Root publishes the limits: typically three services per vehicle per six-month policy period, up to $100 per service. If you’re charged for anything beyond that, 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:

1. Document everything: dates, names, claim numbers, and screenshots of in-app messages.
2. Use the official channels first: call 866-980-9431 or email help@joinroot.com and clearly state what resolution you’re requesting.
3. Ask for escalation: request a supervisor or claims manager if you’re not making progress.
4. 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.)

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. Be careful with Root phone numbers you find on other sites. Several “how to reach a live person” pages publish a Root home claims number that Root does not print anywhere itself. My advice is to work out of the app for anything that isn’t urgent, because the in-app message thread gives you a dated record you can point back to.

FAQs on Root Insurance Customer Service

Sources

Checked October 5, 2026

• Root — Contact Page
• Root — Renters Insurance FAQ
• Root — Help Center
• Root — Root for Agents
• Root, Inc — Form 10-K for the Year Ended December 31, 2025
• NAIC — State Insurance Departments Directory
• Better Business Bureau — Root Profile, October 4, 2026