Carrot Insurance Reviews

Name: Carrot Insurance
Address: 98 Liverpool Road, Formby, Liverpool
Rating: 3.82

3.8 Rating 3,598 Reviews

71 %

of reviewers recommend Carrot Insurance

Company Reviews

Questions

Metrics

3.8

Based on 3,598 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Own Driver, Courier
Average Delivery Time	Within 5 Days
Documents Delivered On-time	Greater than 79%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.8 out of 5
Cancellations & Refunds
Cancellation Process	Difficult

Visit Website

Phone:

0208 629 3308

Email:

carly.lilley@carrotinsurance.com

Location:

98 Liverpool Road,
Formby
Liverpool
L37 6BS

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Not all black box insurers are the same…..that’s true…carrot are…well not worth a carrot. Honest, they will come up cheapest on the price comparison sites but they are awful!! Impossible to get good scores on their dashboard unless, you , we’ll hardly use your car, just turning your ignition on/off counts a a journey, they don’t like more than 7 journeys a day, they don’t like long journeys, they don’t like short journeys, they don’t like you out in rush hour. Etc etc and here’s the kicker, if you get three red weeks on the run or 5 in a year, then they cancel your insurance and then try getting insured once an insurer has cancelled yiur policy, especially if your young, your basically f@cked, honestly, just avoid. Now my sons with co op, he’s driving exactly the same, same hours etc and his score on their dashboard is excellent.”

Helpful Report

Posted 4 years ago

Hello Ian, Thank you for your review, we do appreciate all customer feedback. We do let our customers know about usage and negative weekly driving scores on our website help centre and in our welcome pack. We would like to speak to you regarding your concerns please contact us via Live Chat where an agent will be happy to help. Have a great day! Chris @ Carrot.

Posted 4 years ago

“The scoring system feels like nonesense. Easily going from perfect 10 scores to 0.2 scores. Keep getting low score on smoothness and I don't understand why when I brake to a stop non harsh or in a quick way.”

Helpful Report

Posted 4 years ago

Hi Matt, thank you for your review we do appreciate all customer feedback, we would like to speak to you in regards to your scores please contact us via Live Chat @ www.carrotinsurance.com where an agent will be happy to help. Have a great day! Chris @ Carrot.

Posted 4 years ago

“Black box issue for young driver. Box changed repeatedly just after midnight even though no new journeys were undertaken. Spoke to chat help - only communication method on offer - but couldn't be resolved. Carrot said delayed journey registering, but no journeys taken, car still sat on driveway. This product seems to either work really well or appealing bad for individuals. It's like the Russian Roulette of car insurance - take it out at your own risk. I chose to cancel mine.”

Helpful Report

Posted 4 years ago

Hello S Osborne, thank you for your review and we are sorry to hear of the issues experienced. We can confirm due to signal strength there can be slight delays in scores updating on your dashboard but these shouldn't be excessive. We would be happy to offer a call back to talk you through this, please contact us on Live Chat if you wish to arrange a call. Have a great day! Chris @ Carrot.

Posted 4 years ago

“Stole my £300 tried to contact them on day 13 and 14 of policy nobody was available. Finally got through to them on day 15 and they refused to give me my deposit back”

Helpful Report

Posted 4 years ago

Hi, thank you for your review and we are sorry to hear of the issues experienced. We would like to speak to you in regards to your concerns, please contact us via Live Chat to discuss these in more detail. Have a great day! Chris @ Carrot.

Posted 4 years ago

“DO NOT USE ... this company limits your usage in your own vehicle, says no curfew but this is hidden under the term “usage””

Helpful Report

Posted 4 years ago

Hello Emma, thank you for your review we do appreciate all customer feedback. In regards to curfews there is no curfew on the policy however you will receive lower usage scores for driving between 11pm and 5am as we are trying to make the roads as safe as possible. Have a great day! Chris @ Carrot.

Posted 4 years ago

“God awful customer service, used carrot as it was good price for me as a new driver but I still paid a hefty price even with the box. I was threatened with cancellation and they proceeded with it when I wanted to change my address since they wouldn't cover me if I moved to a new address even though I HADNT confirmed the move yet. Then a month before its due to expire i had a -0.1 on my score being at RISK of cancellation but they went ahead and cancelled it anyway... no reasoning and no empathy. STAY AWAY, its not worth it. Im currently with ROOSTER which is a way better insurer, cheap and NO BLACK BOX”

Helpful Report

Posted 4 years ago

Hi, Thank you for your review, we do appreciate all customer feedback, we would like to speak to you to discuss your concerns in more detail please contact us via Live Chat where an agent will be happy to help. Have a great day! Chris @ Carrot.

Posted 4 years ago

“The new driver app will continuously log my usage as 0.2 even though I’ve drove my car after 4 hours or so. Also the app is telling me that I don’t have a black box installed and automatically logging me out of it but prior to that the app was working fine.”

Helpful Report

Posted 4 years ago

Hello Javaria, Thank you so much for your review, we really appreciate the feedback! I'm so sorry to read the issues experienced, if you can contact on Live Chat @ www.carrotinsurance.com and an agent will be more than happy to help with any issues!🥕 I hope you have a great day! Chanice @ Carrot Insurance. 😊

Posted 4 years ago

“No Phone communication so hard to get hold of. Live chat says they will review description and will be in touch via email. very unhappy with service and communications. Wouldnt recoomend unless they get that sorted.”

Helpful Report

Posted 4 years ago

Hello, I am so sorry to read about your experience. If you could contact us on LiveChat @ www.carrotinsurance.com? An agent will be happy to discuss your concerns, or if it is best for you a call back can be arranged. Have a great day! Thank you and take care. Chanice @ Carrot Insurance. 😊

Posted 4 years ago

“Insurance is cheap, but they're not very good at resolving issues. I was given a score of 2.5/10 for my speed. When I used their live chat to ask why, they admitted I never broke the limit in that journey (I have screenshots of the chat). They said the reason I was given such a low score is because I was going 55MPH in a 60MPH zone, which is above 35MPH (apparently my average speed for that journey). I go on the road in question every day, but for some reason I was only given 2.5 once. They still haven't restored my score and I've lost reward points, even though I didn't break the speed limit.”

Helpful Report

Posted 4 years ago

Hello Nick, Thank you for your review we do appreciate all customer feedback , I can confirm we have now contacted you in regards to your concerns, for any other queries please do not hesitate to contact us on LiveChat. Have a great day! Many Thanks, Chris @ Carrot.

Posted 4 years ago

“Terrible insurance company. Cheap and for a reason. My son had his licence revoked for having no insurance when Carrot clearly stated on documentation that they would automatically renew. They claim they notified him that the insurance would cease via email but he did not receive such and email. After complaint, there has been no redress. Avoid at all costs”

Helpful Report

Posted 4 years ago

Hello Adam, I am sorry you didn't get the outcome you wanted on this occasion. we have tried to contact you to discuss your concerns, should you have any further queries please do not hesitate to contact us. Have a great day! Thank you and take care. Chanice @ Carrot Insurance. 😊

Posted 4 years ago

“AVIOD AVOID AVIOD I understand the importance of black boxes but knowing what this company’s restrictions are on the black box compared to other company’s I would never recommend carrot to anyone I have 6 journeys every 24h or it will start to do me on usage for example I could go to work that would be one journey back home two I could even just move my car for someone and it would class as a journey if the engine has been switched on and you’ve moved even a little bit that’s a journey and you only have 6 so you have to plan your day ahead. You also have to leave a certain amount of time from when you switch your engine of for it not to count as one journey I have attacked an example in a photo Not only that each journey your only allowed your engine on for 1h if you drive for longer than an hour it will also impact your usage So if you wanted to go away for a weekend you would have to make sure your not driving longer than an hour and you do less than 6 journeys If you drive between the hours of 11pm and 7am it will also do you on usage Speeding I was driving down a country road which was 60MPH and I was driving at 48MPH but I got done on speeding, they said it’s because they go of average speed limit not the actual speed limit and because the average speed limit of a 60MPH road was 38MPH I got done And then they track your smoothness to so braking and acceleration but I have also got done on smoothness before when I haven’t braked Shapley and my acceleration is fine. I have never had to make a claim so I don’t know what there like if you have to but I would not recommend carrot insurance to anyone and will definitely not be returning. I would also like to add that carrot insurance are very helpful when you have a problem unfortunately the only way to contact them is on a live chat. (The photo shows that I left at 11:49 AM I went to pick something up and knew I wouldn’t make it back in time and would go over an hour so I switched my engine of, not knowing I didn’t switch it of long enough so it counted it all as one journey and did me on usage) I kept my engine of for at least 5 min so I’m assuming you have to keep it of for longer”

Helpful Report

Posted 4 years ago

Hi, thank you for your review, we do appreciate all customer feedback, we would like to speak to you directly in regards to your concerns regarding the black box and scores, please can you contact us on LiveChat to discuss? We can confirm speed, smoothness and usage are covered on our website help centre and are outlined prior to sale on our website. If you wish to speak to us on LiveChat in regards to your concerns we could also arrange a call back with an agent at a convenient time for you. Have a great day! Many Thanks. Chris @ Carrot.

Posted 4 years ago

“App doesn't world and cant get a response on live chat with issues”

Helpful Report

Posted 4 years ago

Hi P, Thank you for your review and apologies as you have experienced issues with the Better Driver app and our Live Chat service. We would like to speak to you to discuss your concerns, p0llease contact us Via Live Chat where you can arrange a call back with an agent at a convenient time. Have a great day! Many Thanks - Chris @ Carrot.

Posted 4 years ago

“Awful app never worked properly uses all your phone battery as has to be constantly on no phone no to ring Live chat takes ages and times out really quick then you have to start all over again”

Helpful Report

Posted 4 years ago

Hi, Thank you for review, please accept our apologies as you have had problems with the app and our live chat service. We would like to speak to you in regards to your concerns, if you can contact us on Live Chat you can arrange a call back with an agent who would be happy to help. Have a great day! Many Thanks - Chris @ Carrot.

Posted 4 years ago

“Really frustrating. I received 6 text in 1 day about excessive speed and a 7 day notification of cancelation. The Dashboard reads different!! I have had 1 negative week on 23rd March and then this crazy week..... also their own policy states there will be warnings given and it is only an issue over consecutive weeks. I contacted Carrot Via the Live Chat to be advised "I can put you through to the cancelation department so you can pay to keep your good history in tact" I have registered a complaint yesterday.”

Helpful Report

Posted 4 years ago

Hi Daniel - Thanks for feedback we are discussing this with you separately and in more detail as a complaint, we will be in contact shortly. Have a great day! Many Thanks - Chris @ Carrot.

Posted 4 years ago

“Not the best service”

Helpful Report

Posted 4 years ago

Hi thank you for your review and we do apologise as you are unhappy with our service, we would like to speak to you in regards to any concerns you may have. Please contact us on Live Chat where an agent will be happy to help. Have a great day! Many Thanks - Chris @ Carrot.

Posted 4 years ago

“Basically if you buy this insurance. Don’t go short journeys (even to work) don’t go long journeys. Don’t drive early in the morning or later in the evening. If you want to go out once a day for more than twenty minutes this is the insurance for you......”

Helpful Report

Posted 4 years ago

Hi HP, Thank you for your review, we do appreciate all customer feedback, I can confirm our driving style scores are based on speed and smoothness as well as usage. We would like to speak to you in regards to your concerns, please contact us on Live Chat for more information and tips. Have a great day! Many Thanks - Chris @ Carrot.

Posted 4 years ago

“Very slow process, can never get things sorted out tell the first time. Always issues with app. Never get all my treats.”

Helpful Report

Posted 4 years ago

Hi, Thank you for your review and we are sorry for the issues experienced. We would like to speak to you in regards to your concerns please contact us on Live Chat where an agent would be happy to help. You can also request a call back if this is more convenient for you. Have a great day! Many Thanks - Chris @ Carrot.

Posted 4 years ago

“After receiving text after text saying I need to log on to the app but I can't log on due to the app not letting me, so I try to contact you and can't get hold of anyone via email or phone. So I try the online chat waited half an hour and nobody dealt with me on there either.”

Helpful Report

Posted 4 years ago

Hi Reece, thank you for your review, we are sorry you have been experiencing issues with logging into the app, and getting in contact with an agent. We have tried to contact you in regards to your concerns and would really like to speak to you about these. Please be aware we are a digital first contact centre but you can request a call back from an agent on Live Chat who would be happy to help. Have a great day! Many Thanks - Chris @ Carrot.

Posted 4 years ago

“Absolutely terrible customer service, can’t get through over the phone. Have you waiting for ages on the live chat which the staff aren’t very helpful on there either , the whole company is just a shambles to be honest. DO NOT RECOMMEND”

Helpful Report

Posted 4 years ago

Hi, thank you for your review we are sorry to hear you have been experiencing issues contacting us. We would like to speak to you regarding your concerns, we are a digital first contact centre but you can request a call back from Live Chat with an agent who would be happy to help. Have a great evening! Many Thanks - Chris @ Carrot.

Posted 4 years ago

“Not having everything explained thouroughly resulted in me having to pay a lot of money to adjust my policy and having to speak to many agents and problem resolving after a very long time”

Helpful Report

Posted 4 years ago

Hello, I am sorry to read of your experience with Carrot. We would love to address the concerns raised. If you can, please go to www.carrotinsurance.com and access our LiveChat to speak to one of our agents :) Thank you, Patric @ Carrot

Posted 4 years ago

Carrot Insurance is rated 3.8 based on 3,598 reviews