Carrot Insurance Reviews

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

3.8 Rating 3,599 Reviews

71 %

of reviewers recommend Carrot Insurance

Company Reviews

Questions

Metrics

3.8

Based on 3,599 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I've been waiting for an answer since May. I spoke to one of the advisor on last Saturday and was assured I will receive an answer by Tuesday.. still not heard back anything!”

Helpful Report

Posted 5 years ago

“The scores for overall driving was wildly inaccurate, for example the average of a 10 and -10 score is -10. It seemed like the score for that week would be your worse score. This lead to exploitive prices when buying more miles and getting less on the rewards page. Also the customer service of the staff was good but getting in touch meant I had to hold for more than 30+ minutes meaning I could only contact them when I had a day off work if I didn’t call on the Saturday. It has now changed to live chat which is much better but the waiting time is much longer, sometimes triple, than the text says the waiting time is. The black box fitting service was great and I have no complaints.”

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Posted 5 years ago

“We have been trying for 4 days to book a black box fitting and removal of a box with no success. Just been passed from pillar to post. Also updated insurance on Monday and paid exta money but still not got my policy. It's almost impossible to communicate with you!”

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Posted 5 years ago

“Poor customer service”

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Posted 5 years ago

“The people you speak to are always nice but the app never works. It never stops recording journeys and also having Bluetooth on all the time kills your battery. I won't be renewing with them. Unfortunately I don't have much else to say as all experience I've had is with this app and It sucks. I can see as well I'm not the only one to think this :-/”

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Posted 5 years ago

“Couldn't fault them while I was insured. Only I've been trying to renew my insurance for the past week and had no luck. When I contacted they said they didn't have somebody in that area to help me and I'll be given a phone call back. I've been waiting and my car is no uninsured and I've still not heard anything.”

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Posted 5 years ago

“Cheap and does the job, but not letting you just use a standard black box as a 'better driver' rather than the app (that for me hardly ever works) is just annoying? The app is not easier, having to have your phone on you 24/7 with bluetooth and the app constantly on just sucks.”

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Posted 5 years ago

“The only way to contact carrot insurance (unless you’ve been in an accident) is through a live chat which only operates between 9-6 (aka times when most people are working). So, several times now I’ve had to spend my lunch break trying to convey issues with my Carrot Wingman (which broke within 3 weeks of getting it and despite me ordering a new one it hasn’t even been dispatched). I’m sure the agents on the live chat are lovely, competent people but they’ve not been very helpful to me. I’ve been told to detach my carrot wingman and reset it, but it doesn’t come off the windscreen and I’ve been told to get it off with a credit card but it still won’t come off. I’ve asked how I’m supposed to reapply it once it’s detached but that part of my question was ignored. I was also charged an admin fee of £28 to change a mistake made on my application form (TWENTY EIGHT BRITISH POUNDS to change one number!). I wouldn’t put it past this company to penalise me for not being able to record my drives, despite being in contact thrice without anyone taking the initiative to send me a new Wingman.”

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Posted 5 years ago

“Very slow process and I couldn’t insure my new car which I bought on a Saturday afternoon until Monday morning as the system shuts down. When I did get through to a agent, they were great but then they needed to ring me to take payment so why take away the Facility to talk on the phone to a agent in the first place!!!!”

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Posted 5 years ago

“Gps is inaccurate and my scores are going down because of it”

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Posted 5 years ago

“Customer service is pretty good, they really try their best to fix problems that may arise. The live chat has an option to submit documents which is very nice however it's annoying that you can never get an actual human on the live chat. Better driver app is very spotty at best especially paired with the wingman”

Helpful Report

Posted 5 years ago

“I spoke to somebody when i had to change car because it broke down and she said she would get the ibox disconnected from my old car. She didnt and i had a bad score for the week. When i emailed about my problem i didnt get a reply for over a month and the solution was that i needed proof i wasnt driving the car! Absolutely terrible!”

Helpful Report

Posted 5 years ago

“Carrot insurance may be cheap but the customer service is non existence. I have rang and have waited for over 50 minutes, yes 50 minutes I have emailed them and am still waiting for a reply after 35 days.....personally keep well away from these lot”

Helpful Report

Posted 5 years ago

“The price of my insurance was cheaper than anywhere else, however, I really struggled to make contact with them when I had issues with my insurance. I would be on hold for 45 minutes before giving up. I also emailed but heard nothing back. In the end I had to leave comments on their Facebook to get them to contact me. When they cancelled my insurance due to my headlights being modified, which I completely understand even though I was unaware they were modified, they expected me to pay the cancellation fee even though they were cancelling my insurance. Once I explained that surely that can't be correct if they're choosing to cancel it (once again I understand why they cancelled it) they were more than happy to waiver the fee. I spoke to someone called Vicky on the phone who was really helpful just such a shame I had to wait so long. Due to Carrot's prices it would of been nice to stay with them but if it wasn't for that I would not be recommending them.”

Helpful Report

Posted 5 years ago

“App needs to be on at all times. Can’t afford for your phone to go off, and you can’t put it in airplane mode. Same for turning off Bluetooth, they want it on 24/7. Was threatened of a policy cancellation about halfway through my policy due to these factors, but the lady I spoke to regarding this managed to withdraw the cancellation as I was not aware putting my phone in low power mode also affected the use of the app. Very hard to get ‘green’ driving scores every week if you do long journeys or drive at night. Not to mention your policy can be cancelled if you have 4 red weeks ( or 2 consecutive red weeks). Drifting over the speed limit, especially on motorway journeys guarantees a red score. Also very long waiting times for phone calls and long email replies as others mentioned. My policy expires next week, but I am renewing with another insurer without blackbox, as i don’t think the hassle is worth the saving you get. I somewhat regret even starting out my driving experience with carrot if I knew it was going to be this flawed. Would advise anyone to use a different insurer, ideally non black box as a lot of people take out black box insurance without knowing what’s in store. For those who can only afford insurance with a black box, there must be other insurance providers who provide a better service than carrot, even if it’s marginally a bit more expensive.”

Helpful Report

Posted 5 years ago

“Very poor customer service in relation to communications; on hold for ages both phone and on line chat. Also, got no reply to email sent”

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Posted 5 years ago

“I have tried ringing carrot and emailing however I never got through on the phone. The reply to the email took a while too”

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Posted 5 years ago

“Every time I have had to contact Carrot Insurance I have waited at least 30minutes to get through and one time up to 1hour to ask a simple question. When you do make it through to speak to someone the service you receive it polite however who wants to wait that long to speak with someone? I also had problems with my driver app which wasn’t recording journeys which mean I was constantly calling and waiting over 2weeks for that to be sorted. All in all, the technology and hold times are not good however service from staff is polite.”

Helpful Report

Posted 5 years ago

“Only good thing about the company is the competitive pricing however the customer service is beyond poor there is no communication whatsoever or guidance and the telematics box does not always calculate the speed score correct.”

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Posted 5 years ago

“Live chat takes too long to connect and when calling the hold times are ridiculously long”

Helpful Report

Posted 5 years ago

Carrot Insurance is rated 3.8 based on 3,599 reviews