Carrot Insurance Reviews

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

“I would like to take the time to give some feedback on my time with carrot car insurance. Firstly I would like to mention the call wait time is appalling, rude staff members it takes 35+ minutes to get through to someone, not helpful would not recommend for anyone to use this provider. Secondly, the staff don’t seem to care about anyone’s situation and seem to be very non understanding. Definitely do not recommend and will not be renewing.”

Helpful Report

Posted 6 years ago

“Never answer the phone I’ve been on hold up to 1 and half hours at a time if not longer”

Helpful Report

Posted 6 years ago

“Customer service is just rubbish. They answer phone call after an hour of hold and rarely reply on social media. Their live chat and email looks like it's not working. I wish if i could give negative ratings as there is no option. i am giving 1.”

Helpful Report

Posted 6 years ago

“AVOID. AVOID AVOID If I could give a minus score I would. They cancelled my daughters policy after 2 months because she got 3 Red weeks. Never had such a bad experience. Constant threatening letters\emails. Needed copies of licences and No claims certificates and logins to DVLA to check all drivers points\convictions etc. I have never been asked for any of this before. Now awaiting a refund. Lets see how much they take off for admin on top of being 41% of annual charge for 2 months insurance. I have now gone back to a known insurance company and not been asked to produce any information.”

Helpful Report

Posted 6 years ago

“A very stressful and unpleasant experience My son took out a car insurance policy at the end of March 2019. On 30th March he broke a bone in his foot playing football and was unable to drive the car. I drove the car and parked the car on the driveway where it was parked for 3 weeks -( I was covered by my own car insurance). For the first week he received a minus score and received a cancellation notice. He tried to contact to ask why but had to hang up on 6 occasions as the hold time was well over 50 minutes. The next two weeks were amber scores and again he couldn't get in touch. During the next month he received two further cancellation notices demanding an additional £40 premium charge and £200 - Both were for slight inaccuracies in filling out the request for quotation. On the last occasions he has tried contacting to pay the additional premium but has not been able to speak to anyone after holding for over 50 minutes, He tried emailing and facebook contact and was told that apologies they were extremely busy and someone would be contacting him the next day to take payment. No contact. On one occasion when we managed to contact - prior to deciding to pay the additional £200 (after 60 minutes) we requested to speak to the cancellation team - we were put on hold again for a further 40 minutes at which time we had to hang up due to work requirements. With only two days left before the cancellation deadline we looked on line reviews and realised that there were many customers who had the same issues and read that customers who had their policies cancelled had suffered huge increase in premium when trying to find alternative providers. We tried to contact the cancellations line but after 60 minutes gave up. We have since taken out an alternative policy and have issued a cancellation notice by facebook and by email - currently with no response. I cannot understand why this company can achieve a three start rating given the appalling service that they provide. I read recently in a financial advice article that companies with bad reputations employ IT companies abroad to write false reviews to counter the poor reviews. If you look closely on trust pilot it is very easy to spot the non genuine review. This has been a very unpleasant experience with a heavy financial loss and looking at the reviews there are many people who have been cheated by this company. If anyone reading this has the same problem please can you write a review but share it with the pubic on facebook - Also please contact the financial Ombudsman and register your compaint.”

Helpful Report

Posted 6 years ago

“Terrible customer service, ridiculous policy requirements (e.g having your bluetooth on your phone turned on ALL the time), wingman will be glued to your car for eternity and Carrot will do nothing about it, they will suggest 'twisting it the right' or 'turning your heating on' neither of these or any other methods I have tried work. Extortionate cancellation fees. If I could give 0/5 I would.”

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Posted 6 years ago

“Tried to speak to customer service to change the policy and left hanging for 45 minutes. Still haven't spoken to anybody”

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Posted 6 years ago

“Bunch of crooks!!!!! Cancelled my daughters insurance after 2 1/2 weeks without giving a reason. Called, spent over an hour on hold only to be told there was a problem with the bluetooth receiver (which is their product). My daughter complained that she didn't want a cancellation against her name and they said they would allow her to cancel it at a cost of £128.95!!!!!. Told her to cut her losses, can you imagine needing to contact in the case of an accident - no thanks! Will check independent reviews next time as the ones on the comparison sites were ok - probably fake. Shame on Aviva for underwriting them, will not use Aviva in protest too now. As most of the other people have said - avoid this insurer if you know whats good for you.”

Helpful Report

Posted 6 years ago

“Such a bad service.. been calling every day for the past few weeks and they always keep in on hold for 30+ min . I asked for my money back on my black box removal because I don’t need it anymore because I had an accident with my car and other insurance company written it off so what is the point to remove it .. I asked last week if they can help me and give my money back so a guy named Patrick or something like this told me that he is gonna call me back on next day .. and guess what they never called me. I tried to call again today but I don’t have that much time to be on hold for soooo long .. so disappointed with this company.. paid over 2k for insurance and that is what I received back ..”

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Posted 6 years ago

“It’s a con”

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Posted 6 years ago

“I purchased a years worth of insurance from this company costing £2300 I waited two weeks before having my blackbox installed and upon receiving it I realised their telematics are unfair and stressful I decided to cancel and was hit with a £900 loss from my refund for using their insurance for one month I would not recommend this company to anyone and actually advise you stay away from them... to top it off it’ll take between 45 minutes to a hour and a half to get through to ANYBODY at this company”

Helpful Report

Posted 6 years ago

“I don't even want to give them 1 star! .. awful company.. they cancelled my policy, no emails no warning or anything.. they cancelled because my pics hadn't up loaded properly than Charge me 200 quid for it. Customer service is appalling nearly 3 hours on hold get threw to some one I say how long I've been on hold for he says " oh no" and hangs up!.. please please please do not waste your time and money in this company they will be bankrupt soon enough .. all of there customers are leaving and they don't see a problem!! They are laughable.”

Helpful Report

Posted 6 years ago

“Please avoid, this company is not worth saving the extra penny's for. After being on hold for more than 45 mins, I finally got through to someone. the Orange box has been faulty for a couple of days and I have tried to rectify this issue myself as they have been no help at all. After finally getting through after 3 attempts I was told that this is an error on my end with the app and for me to cancel would be a charge of £75. Luckily I am within my 2 weeks otherwise a percentage of my quote would've been added to this cost for their faulty equipment.”

Helpful Report

Posted 6 years ago

“Absolutely terrible service. I have emailed several times about an enquiry, in which I have not received a reply yet. Every time I call, I am out on hold for over half an hour. I have also waited nearly an hour online to be connected to an operator and have still not got my query sorted.”

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Posted 6 years ago

“The customer service of this comapny is absolutely appalling!! You are on hold for well over 30-40 minutes before you get through to someone. Sticking to the speed limits and being careful at all times yet my new driver app is giving me negative scores. Emailed me this morning to cancel my policy with no warning email or phone call what so ever. Would not recommend this insurance company at all!!”

Helpful Report

Posted 6 years ago

“Please avoid this company at all costs! The black box is DIRE, you can not get through to them on the phone, live web chat gives you a scripted answer. They promise to reward good driving and due to the black box deciding that 3 journeys in a day is bad or too much useage you loose points and therefore promised rewards, you drive on a motorway and they mark your speed down because anything over 50mph is deemed to be speeding .... I could go on, but simply just don't pay a little more and go elsewhere I wish I had”

Helpful Report

Posted 6 years ago

“Don’t go with this company!!! On the first day of the policy I was unable to log in to the app so I rang up, after 40 minutes of being on hold a woman finally picked up the phone.. and then put it down!!! So I was back in the que. finally got through to someone and sorted out logging into the app. The next problem I had was uploading the photos they require. Again, had to ring up, 30/40 mins waiting on hold. Step by step a man explained to me how to upload a certain photo I was having difficulty with, whilst on the phone to him I did it and it was accepted by the app. 5 weeks in to my policy everything is going fine, I even received treats through my app! All of I sudden I receive an email saying my policy had been cancelled!!!! Due to failure of correctly uploading photos. Got on the phone to enquire, spoken to a young woman who couldn’t tell me much, other than it had definitely been cancelled leaving me with no insurance. Later the women then told me I owe them £150 as a cancellation fee, even though it wasn’t me who cancelled the policy. Later on this day I applied for a new insurance company, and having my insurance rise a hefty amount due due to a cancellation of insurance on my account through no fault of my own!!!”

Helpful Report

Posted 6 years ago

“Appaualing customer service. Left on hold for long periods of time. I cancelled my insurance and i have been charged £900 for the 2 months using the policy after they threatened to cancel my policy. I have now been waiting 2 weeks for a refund into my account and i have been in contact regularly for my refund and still nothing recieved. This is causing a big inconvenience to my life as this money was to purchase my next policy. I would higly recommend avoiding this company.”

Helpful Report

Posted 6 years ago

“Awful expierience from start to finish, claimed 3 of the “amazing rewards” and never saw anything, almost impossible to set up named driver accounts with absolutely zero help from the customer service team. Even one star is being genourous!”

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Posted 6 years ago

“I have just set up my insurance with carrot and I have never had such horrible customer service. It has took me half an hour and fourty five minutes to get through on the phone. No one is replying to my live chats. I've not had one response to the multiple emails I have sent. I have not been sent any information to log into my dashboard to see my scores, when reading how to do it, it is saying all of my details are wrong.”

Helpful Report

Posted 6 years ago

Carrot Insurance is rated 3.8 based on 3,598 reviews